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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.

Resources  and  Articles

From the Magazine

Featured ARTICLES

  • 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.

  • 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.

  • What Now?

    When people relinquish a pet, they often ask what will happen to the animal. Here is a thoughtful look at how shelter staff might answer questions about the fate of surrendered animals and possibly prevent those animals from being relinquished.

  • 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.

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Samples

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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