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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

  • 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.

  • 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?

  • 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.

  • 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.

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  • 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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