Customer Service 2010

Maddie’s Fund and Foundation Team Up for a Second Year

July 14, 2010

Sharon Fletcher, Director of Marketing & Communications

Starting July 19 and running until September 24 (10 weeks), cash prizes will be given to member shelters and rescue groups throughout the U.S. who demonstrate good customer service. Organizations can win cold hard cash in any of the following ways:

Rescue groups - Check your in-box!
Each week, three rescue groups will be randomly selected to receive e-mail questions about an available cat or dog posted on their website. If a reply with helpful information is returned within 24 hours, the group wins $500.

Shelters - Say Hello!
Each week, three member shelters will be randomly selected to receive a phone call about an available cat or dog posted on their website. If a live person answers the phone and provides helpful information about that animal (or immediately connects the caller to someone who does), the shelter wins $500.

Put Your Best Face Forward
A "secret adopter" will randomly visit one selected shelter in a different state each week. If the "adopter" reports that the shelter experience was positive, pleasant and helpful, the shelter wins $2,000.

Second Chance Prize
New this year is the "Second Chance" prize: Shelters and rescue groups who were contacted by phone or email but did not win an award will get a second chance the last week of the program. Two from each category (phone call and email) will be contacted and selected for a second chance to win $250.

Animal Friendly - Customer Smart: People Skills for Animal Shelters, by Jan Elster will be given to contacted shelters and rescues as a special bonus. Organizations that would like to purchase this excellent customer service workbook for $10 can order on line at: members who submit their Shelter ID will receive an additional free book for every ten purchased.


Why are you rewarding good customer service with cash prizes?
Maddie's Fund and believe that good customer service saves lives. The first step in good customer service is to capitalize on the public's enthusiasm for adopting by responding right away when initial contact is made. The second step is to make a potential adopter's experience positive and helpful.

We hope our cash prizes will encourage shelters and rescues to assess their customer service and entice them to improve it if it is lacking.

Will you publish the winners?
Maddie's Fund and will post the winning shelters and rescues on line each week. We will also enumerate the number of shelters and rescues we e-mailed, called and visited that missed out on the awards.

When will shelters and rescues get their prizes?
The Foundation will notify winners immediately and distribute cash awards provided by Maddie's Fund the following week.

About Maddie's Fund

Maddie's Fund® is a family foundation created in 1994 by Workday® co-founder Dave Duffield and his wife, Cheryl, who have endowed the Foundation with more than $300 million. Since then, the Foundation has awarded more than $237.6 million in grants toward increased community lifesaving, shelter medicine education, and pet adoptions across the U.S. The Duffields named Maddie's Fund after their Miniature Schnauzer Maddie, who always made them laugh and gave them much joy. Maddie was with Dave and Cheryl from 1987 - 1997 and continues to inspire them today.

Maddie's Fund is the fulfillment of a promise to an inspirational dog, investing its resources to create a no-kill nation where every dog and cat is guaranteed a healthy home or habitat. #ThanksToMaddie.