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Articles

  • March 29, 2010

    Sample: San Francisco SPCA - Client Services Standards Manual

    This includes great examples of phrases to avoid and what to replace them with along with ways to deal with difficult clients.

  • March 1, 2010

    Coffee Break: Staying Calm When You're About to Lose Your Cool

    In your space, you told us about the times you've come close to losing your cool with a frustrating member of the public, but managed to save a difficult situation by staying calm and polite.

  • January 1, 2010

    Q & A: A Crisis in Customer Service? Not So Much

    Is there a customer service crisis in the animal welfare field? Animal Sheltering editor Carrie Allan talks to staff of Maddie's Fund and the Petfinder Foundation about the results of a "secret shopper" program they conducted last summer at a series of rescues and shelters.

  • January 1, 2010

    The "101" Department: Keys to a Cool Shelter Website

    As more and more potential adopters use the Internet to seek a new pet, it's become essential for shelters to have an online presence, and to ensure that presence contains some basic key elements. Learn about them here, and see if your site's working for you!

  • November 1, 2009

    At Their Service ... with a Smile

    As the massive Shelter Pet Project campaign reaches out to communities nationwide, the potential for increased adoptions is huge. Many people will attempt to adopt a pet for the first time, and their experiences have the potential to impact shelters for years to come.

  • May 1, 2009

    Q & A: Marketing Change

    Mike Arms draws on the experience of a nearly 40-year career in animal welfare to talk about how shelters can better promote their pets.

  • May 1, 2009

    A Big New Voice for Shelter Animals

    The Ad Council partners with The HSUS and Maddie's Fund in an unprecedented national campaign to spotlight shelter adoption.

  • March 1, 2009

    Coffee Break: Your Favorite Service or Program Provided to the Public

    In your space, you told us about your favorite service or program that your organization provides to the public, and why you think it's important.

  • January 1, 2009

    The "101" Department: Reeling in the News Media

    Looking for ways to generate media coverage of animal issues without breaking the bank? From the costumed pet contest on Halloween to the dogs walking in the Chinese New Year parade, shelters and rescue organizations can use seasonal events to create news hooks the media will find irresistible.

  • January 1, 2009

    Coffee Break: Most Common Misconception About Your Organization

    In your space, you told us about the public's most common misconceptions about your organization, and how you'd like to correct them.

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