The Straw that Broke the Camelid’s Back by Val Newell of The Green Alpaca

It was a rather simple day, daily chores, and a visit to a friend’s alpaca farm, all carefully planned.  On the ride to the farm, in the quietness, I thought about the emails I had been receiving in my inbox… with a heavy heart.

One of the emails said, “Alpaca Herd for sale, all offers considered.” The email went on to explain that the owners had a small herd of alpacas that were deeply loved, but they were losing their house due to being laid off. They were desperately seeking a loving home for their charge. It was truly heart breaking.  I have received many emails that sound very familiar.  I thought about another email I had received where in the proud new owners of an alpaca selling for over $600,000 were boasting of their new herdsire.  I thought to myself, there is something wrong here, and I felt unsettled, and rather agitated.

As I got to my friends farm, we had a great visit, talked a little about the future of the industry and then I was told, that there is a restaurant in Somewhere USA that is featuring “alpaca” on the menu.  My heart sank, cementing my deep resentment that something just wasn’t right with this industry.  Later that night, a person called me about an alpaca who was in a dog pen alone, and humming constantly. Apparently a single male alpaca had been sold as a “pet”… and banished to a solitary life in a 6×8 chain link dog pen. That, my friend was the final straw, the straw that broke the Camelid’s back.

At that point I started searching the internet for new ideas, something that would turn the alpaca industry around, a “cottage” type industry to honor, and value, so that our alpacas would not be left to these sad fates.

I researched about starting a new industry. I actually went and registered the domain name CIABA.ORG. aka Cottage Industry Alpaca Breeders Association.   At this point I didn’t have a clue how to actually let people know of the organization, but I had a plan, and more passion for change than you can hold in one earth!

In my searches I met a wonderful woman with true vision for the future of alpacas and the industry. She was inspiring, and gave me even more strength for change.

I knew I needed help to get the Cottage Industry Alpaca Breeders Association going, so I started writing on all the alpaca  forums about change, about honoring all alpacas, about another choice … The most amazing thing is that there were so many other people out there thinking along the same line! All across the country and even the world, one visionary after another chimed in, another offered to compile ideas, and then another took the ball and started the whole thing rolling! We formed an open communication forum calling it Brainstorming, and we built our website. Many talented and forward thinking people have added to a wonderful grassroots organization!  We are proud to announce,  CIABA as the national Cottage Industry Alpaca Breeders Association. We will also be establishing an alpaca rescue organization within the fold. This organization is filled with enthusiasm and positive momentum for change!

Our Mission Statement:

To honor and promote those North American alpacas that do not fit the typical show ring criteria.  Silky, fine uniform fiber or fiber that is variegated or unique.  To educate the public about areas of fiber, fiber arts, end products and animal husbandry.

To promote the growth of the alpaca fiber industry and to educate the consumer about why alpaca fiber is unique and was once called “Fiber of the Gods.”  To promote the industry as a viable and sustainable fiber and farming industry for all economic levels and to have all who hold to these high standards prosper.

Our Code of Ethics:

1 – To honor both the North American commercial and cottage markets of alpacas and alpaca products

2 – To treat alpacas with respect and care for them in a manner that is happy, healthy and stress free

3 – To utilize alpacas only for fiber or breeding stock – but not for an end product of meat

4 – To treat any other breeding, regardless of size, breeding direction, commercial or cottage with respect and honor and a sense of community

5 – To respect other Alpaca International, National and Local affiliates for the commercial industry even if only breeding on the cottage side

6 – To cooperate with other breeders on knowledge, health care, fiber knowledge and events for the betterment of all alpacas

We believe that by honoring all alpacas, our industry will continue to flourish; we invite you to consider joining CIABA… www.ciaba.org

Alpaca Farmgirl’s comments:

This sounds like a much needed organization. There is not much money to be made in a commercial fiber market when compared to a cottage fiber market, and we already have a cottage industry. Why not organize it, and capitalize on the animals we already have? Love it, Val! You’re my hero!

What do the rest of you think? Please leave us your comments below.

Photo and Artwork by Valerie Newell of The Green Alpaca

The Alpaca Owners and Breeders Association (AOBA) is giving alpaca breeders something to celebrate this holiday season!

Through AOBA’s public relations efforts, a press release was distributed to the media highlighting alpacas as a green business. As a result, Alpacas are being featured as the perfect green livestock on a syndicated television special called “It’s a Green Christmas.” This is one of the largest exposures of alpacas to the general public to date.  Being shown in over 120 television markets, this segment is worth over $200,000 in television air time.

The one hour show features a variety of ecologically beneficial businesses and products.  Alpacas are highlighted for over 3 minutes as an all around environmentally friendly livestock.  Alpacas are discussed as being easy on the land and efficient users of food with highly desired manure.

Showcasing the alpaca industry is video footage from AOBA’s National Conferences including models wearing beautiful alpaca fashions on the runway, fleece competition judging, individuals spinning alpaca fiber and consumers shopping for alpaca garments.  The show also includes a visit to Alpacas at Windy Hill in Somis, California where Cindy Harris was interviewed while holding a 3-day old cria.  Cindy did a terrific job of educating viewers about alpacas in general as well as the different types of alpaca fiber and the variety of end products.

“It’s a Green Christmas” is airing from November 21, 2009 through January 4, 2010 across the United States. For a list of airing times and stations, visit http://itsagreenchristmas.com.  More markets continue to be added to the schedule.

Note from Alpaca Farmgirl: Is AOBA back? Let’s hope this is a sign of things to come! Alpaca Farmgirl encourages you to sign up or renew your AOBA membership, and to participate in the AOBA Farm & Ranch Guide. AOBA works for us. Let’s support our organization and we will all benefit!

I think we all can cite examples that would prove John’s theory to be true even if the numbers don’t fall exactly at 80 and 20.  You know what I mean, I’m sure of it.  Remember the last time you were in the checkout line at a store and after the cashier had rung in your purchase and then typed in the $10 you handed him… you found that penny in the bottom of your pocket so you’d get a quarter back instead of twenty-four cents?  You know what I’m about to say… the deer-caught-in-headlights stare…the oh-my-God-I’ve-already-hit-the-cash-tendered-button-now-what-do-I-do look.  That is a prime example of the 80% group.  I don’t want to be one of them.

I hope we can all still think of an example of the 20% of good customer service providers.  Maybe you went to a new restaurant, the food wasn’t so great, the lighting was a little dim but you were greeted and served by a bubbling waitress.  You didn’t have to ask for more water because she was there to fill your glass before you said a word.  When you thought you wanted pork chops, she’s paused at her order pad and quietly whispered, “They’re a little dry tonight – how about a steak instead?”  These are the kinds of simple gestures that make you return, to give it another chance.  Even though part of your experience was less than ideal, the warm personality and customer service of the waitress made you remember the night in a more positive way.

The alpaca industry is no different with regard to customer service than the grocery store or restaurant exemplified above.  Some farms are good, some not so good.  At a Suri Farm, we’re working to be in the top 1% of the 20%.  Nothing pleases us more than to have someone say, “Thanks, you’ve been so helpful.”  We know that the way we respond to customers not only reflects on our farm but also on the industry as a whole.  If we treat people well, they’ll come back to us as repeat customers.  If they feel satisfied that they’ve received good customer service, they’ll send us new customers!  This is how we will build a Suri Farm into a successful alpaca breeding business.

Providing good customer service can be simple if you follow a few basic rules -
Be positive and truthful, be understanding of your customers’ needs and communicate openly with them.

I can’t tell you how many times I’ve had people say to me (sometimes with a sneer on their face), “You’re always so happy.”  Sometimes my sarcastic side leaps out and I’d love to retort, “I’m sorry, I’ll try harder to be grumpy and miserable…would that please you?”  I think a positive attitude is contagious.  I don’t live in a dream world; I know there are curmudgeons who just don’t want to smile but I REFUSE to let their negative attitude override my positive one.  In my rules of good customer service I said be positive AND be truthful.  Even when you have to deliver bad news, you can do it in a manner that will buffer any negative response from your customer.  It is of utmost importance that you always be truthful when dealing with customers.  I don’t care how good you think you are at “bending the truth” it will always come back to haunt you and damage the reputation of your farm.

My second “simple” step to good customer service calls for understanding your customers’ needs.  Are you a good listener?  Or were you too busy thinking of what you wanted to say or do to hear what your customer really wanted or needed.  Sometimes, to understand your customers’ needs means sending them to another farm to purchase an animal that you don’t have.  Trust me, you may have lost one sale that day but you will gain the long-term respect of that customer and of the referred to farm.  You will also, inevitably have a customer sent to you by one or both of them.  Often if a salesperson doesn’t listen to his or her customer and forces a sale of something the customer didn’t want – that customer will never shop in that store again.  Not only that, but that customer will be reminded of the bad experience every time she looks at that dress or scarf or alpaca she didn’t really want to buy.

Last, and certainly not least, is that you MUST communicate with your customers.  Be it in person, by phone or via e-mail good lines of communication equal good customer service.  In today’s world of instant messaging, text messaging, cell phones, landline phones, etc. there is no excuse for poor or lacking communication.  Even if you have bad news to deliver, you must deliver the news.  If the customer’s dam won’t get pregnant by your herdsire, don’t avoid calling them.  Pick up the phone and discuss their options with them.  Resolve the issue together.  I can almost guarantee you that the overall response will be positive.  No, they won’t be pleased to hear that their dam’s not pregnant, but your positive willingness to get to the bottom of the problem will speak volumes about you and your farm and the good customer service you provide.

And good communication skills and customer service don’t end when the alpaca leaves your farm in the trailer.  If you want to have repeat customers who tout your farm to others, you must follow up with them.  Call or e-mail in a few weeks to check on the alpaca.  Send a thank you for your purchase card.  Keep that client informed of events going on at your farm.

I hope these tips will help you to provide excellent customer service to your client.  I challenge you to be one of the 20% gang.

People who are successful selling alpacas work long hours. It takes time and energy to make sales. Often they don’t notice that they are working so hard because they enjoy what they are doing.

3 things that successful alpaca breeders have in common:

• They are Passionate about Alpacas,
• Deeply connected with the Alpaca Industry
• They Think outside the box

To succeed:  Be passionate, connected, and innovative!