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Want a rock-solid reputation and repeat clients instead of repeat complaints? From customer surveys to shelter design, learn the techniques for good customer service.

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Featured ARTICLES

  • Check Yourself Before You Wreck Yourself (and Your Work)

    The Human Animal session at Animal Care Expo gave some shelter leaders time on the couch with a "therapist" to explore judgements they'd made in the past, and how judgements may be hurting our communities now.

  • 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?

  • 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.

  • 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.

  • 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.

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Policies & Programs

  • Shelter Diagnostic System

    This is an assessment tool designed to help private and public animal shelters run better by surveying employees and making specific recommendations based on survey results.

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