Tuesday, October 18, 2005

Angry adopter

I had a rather irate adopter on the phone last night. Apparently, there was some miscommunication with the foster, who had taken the cat back to their home following a checkup and planning to keep the cat. The adopter called up Sia Ping and was very upset as she was under the impression the cat was to be returned, and then I spoke with her. The foster however mentioned to me that they had informed the adopter over the phone that they were taking the cat back because they were worried about some health problems, but the miscommunication must have kicked in at this point. The foster had also written the adopter a letter, which had not arrived for some reason - and they were fuming mad and asking where the cat was.

Sounds like there was some sort of communication breakdown. It's difficult especially when it's about a very emotional situation like having a cat taken back by the foster.

Sometimes a third party has to step in at this point because emotions are just running too high.

5 Comments:

Anonymous Anonymous said...

no offence to you dawn but i dont have a good impression of Siah Peng,i think she has poor communication skills, for someone who doesnt pick up her phone, with not the slightest bit consideration for other people, she might be a Cat Goddess but she sure has poor people skills, its just personally what i have experienced...

19/10/05 10:52 AM  
Anonymous Anonymous said...

um siah ping i meant

19/10/05 10:54 AM  
Blogger Dawn said...

The foster in this case wasn't Sia Ping, but if you'd like to email me, I'd like to find out a bit more about your complaints?

One thing I do know though is that some people (and I'm not referring to you, as I don't know you) are very demanding on the fosters and it can be a strain on them too. They call at all times, late at night and during office hours and are very demanding. Fosters are only human too - and if too many demanding adopters call them, they can get tired. People occasionally turn up at her home and demand to be let in even though they have not called or made an appointment. This is her own home - not a CWS office.
In this case for example, the minute I called the adopter up she was practically yelling and wouldn't calm down to talk to me at all. I can understand she was upset, but there was no need to take it out on a third party (which both SP and I were) who were trying to understand the situation.

19/10/05 11:03 AM  
Anonymous Anonymous said...

oh i had a very successful adoption handled by you everything was great,i think you might remember who i was...SP made an appointment for a specific time on a sunday with me to view kittens and when i couldnt find her place, i called her to get directions and she never once picked up the calls that were made , resulting in a lot of fustration under the hot sun in a car at punggol,finally after 2 hrs i think i gave up and went home.. bad communication not totally her fault i might have gotten her address wrong, but why carry a phone if u dun pick up ur calls? grrr...( i dont know SP so this was based on first impression, hope u understand where i am coming from)
still fosters do good work and i respect them and i do understand that some adopters can be very demanding..didnt mean to cause any unpleasantness :) anyways hope that the miscommunication is resolved...my mistake i thought the foster was SP...

i can understand where the adopter was coming from imagine given a kitten than to have it being taken away from her and realise she was never ever gona get it back adopters are humans too.

19/10/05 11:31 AM  
Blogger Dawn said...

I agree, which is why I mentioned it was a very emotional situation. I can understand the adopter was very upset and I told her I understood why she was upset, but that I was trying to get to the bottom of it and if she didn't help me understand the chain of events, I wouldn't be able to do so. When she calmed down a little, it really helped to resolve the situation.

I'm sorry you got lost and I am glad you managed to adopt the kitten in the end. I do have to say that sometimes if you get so many phone calls though, it can get very tiring. I turn my phone off after office hours because otherwise I would have no life except for picking up cat related calls :) I know Sia Ping is the same - I've been out with her when her phone rings non-stop. One or two calls a day is manageable - when you get 30 calls (and some of them are very odd hours), it can get very draining.

19/10/05 11:42 AM  

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