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Articles

  • January 1, 2015

    The Third Degree

    Even the most well-meaning staff can sometimes come across more like interrogators than partners when speaking with would-be adopter. Is your adoption form turning up the heat on qualified candidates?

  • January 1, 2015

    Who Let the Dogs Out?

    Todd Cramer of PetSmart Charities urges shelters to skip the rigid adoption criteria, focusing instead on a conversation to determine how a potential match might work.

  • July 1, 2014

    Interview Confidential

    Tips for job-seekers about what makes a candidate stand out and tips for those hiring about how to find the right staff.

  • January 1, 2014

    Going the Extra Smile

    Interview with Kirt Manecke, author of "Smile: Sell More with Amazing Customer Service", aiming to give shelters and other nonprofits a crash course in people-pleasing.

  • September 1, 2013

    Service with a Smile

    Customer service matters. As rescuers, it’s easy to forget that in order to help our organizations grow and be able to place more animals, we have to take care of people, too.

  • May 1, 2013

    The Placement Conundrum

    In this article, we explore adoption policies, and what we in the rescue community can do to ease the adoption process while continuing to place animals into safe and permanent homes.

  • November 1, 2012

    Sample: Nevada Humane Society - Animal Help Desk Caseworker Handbook

    Clients ask your front desk staff for help with many different issues, from behavioral problems to rehoming animals. Use this sample helpdesk handbook from Nevada Humane to help your staff be ready to assist!

  • July 1, 2012

    Cats are from Mars?

    Jackson Galaxy set out to be a musician, but wound up a cat behavior guru and the star of Animal Planet’s My Cat From Hell. The patron saint of conflicted cats discusses his career and shares his insights into the workings of the feline mind.

  • July 1, 2012

    Mouthpieces: Your Smile Could Save a Life

    This Mouthpieces poster is designed to remind your staff how important it is to provide good customer service to shelter visitors.

  • June 8, 2012

    Petfinder - How Customer Service Works

    Petfinder puts an animal welfare slant on the "Customer Service" article from howstuffworks.com.

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