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We never know WHO the customer will be!


Working double time!


Puppy socialization???


Staff and volunteers: another puppy mill busted!


Special girl recovering from broken bones.


Here's what our peers are saying...


“Some consultants can train, but they don’t know our business, and our business is unique. Jan has always been in touch with how we work with the public and the tough situations we face. Her materials hit the mark and provide us with the skills for dealing with difficult people and complex situations.  I am so glad that she has updated her book on customer service for shelters and rescues and has even created a Facilitator’s Guide so that we can do our own training and not depend on a consultant.”  


Rick Johnson, CEO Sacramento SPCA, Immediate Past Chair SAWA, Former Director Animal Law Enforcement Academy



“Jan delivers the workbook information with thoughtfulness, humor and sensitivity. The Facilitator’s Guide is a very valuable addition to the workbook, as it offers trainers a variety options for bringing the information to the volunteers we work with. I have been exposed to a variety of customer service training styles during my career in animal sheltering and Jan’s is the best you can get.” 


Anne Oliver, Director of Volunteer Services, Marin Humane Society



"When our job is to trap, neuter and release cats, we need to deal with some tough human customers.  This workbook hones right in on the skills we need to keep calm when explaining our work to an upset community member."


Janet Williams, President, Marin Friends of Ferals.



“Animal shelters which focus only on the animals will, in the end, not do as much for the animals as they wish. Like it or not, care to admit it or not, we are businesses. And like all businesses, we are only as good as our worst employee. Sadly, our businesses tend to attract staff who love animals and often have little or no understanding of how to talk to other humans. Add the emotional complexity of our staff interaction with people on the other side of the counter…. well, it’s not always pretty. Buy Jan Elster’s book. These workbooks and facilitator guides are as important to your success as are your cleaning and vaccination protocols.”


Ken White, President, Peninsula Humane Society & SPCA



“Our offsite locations may be the only "face" the community sees of our organization. Customer service skills are absolutely critical to the success of placing our animals in forever homes, selling merchandise-which supports the animals in our care, education, and raising awareness in our community. Having attended Jan's "Customer Smart" shelter skills trainings, I continually incorporate that invaluable education into the training of our staff.”  


Karen Loudon, Offsite Manager, Humane Society of Southern Arizona



"I cannot overstate the value of good customer service in the animal sheltering field. During Animal Services Consultation evaluations, we commonly see shelters struggle to provide quality customer service.  This workbook will not only give you the tools to improve customer care and service within your organization, it will help your staff recognize their unique capacity as ambassadors for the animals in their care."


Barbara Henderson, Shelter Services Coordinator and Consultation, Humane Society of the United States



"I want to say what a wonderful book about customer service for shelters. My superintendent got one for all our employees, and it has done wonders. It is right on! I like the idea that if you are customer friendly then you can help more animals."


Mitzi O'Dell, President, Association of Certified Cruelty Investigators, Fayetteville, Arkansas


"We have used this customer service program in the past and are very interested in using it again.  The workbooks were very helpful in training our staff, and the program made a huge difference in their communication with customers."

Vaughn Merry, Director of Operations, Yakima Humane Society