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Announcing a new, updated version of Animal Friendly-Customer Smart and accompanying Facilitator Guide designed so shelters and rescue groups can do their own training! Available February 2016.

This site  The Web 

The workbook, "Animal Friendly-Customer Smart: People Skills for Animal Shelters" is tailored specifically to the needs of the staff and volunteers who work in animal welfare and protection.  Author Jan Elster has designed the workbook to focus on issues that animal shelters face and solutions that will work in the shelter environment.
Diane Allevato, former Director of the Marin Humane Society in Novato, California, suggested that Jan transform the workshops she conducted for over 25 years into written materials that shelters can use on their own.   The workbook "Animal Friendly - Customer Smart: People Skills for Animal Shelters"  is designed to be used in-house by groups that work with animals at any time without the help of a professional consultant or trainer.  It is shelter/clinic friendly and can easily and inexpensively  assist anyone in the field of animal sheltering and protection to acquire skills that help them be effective on-the-job so that the animals benefit in the long run. "Animal Friendly - Customer Smart" includes educational materials that are both entertaining and informative.  Photos, by award winning Companion Animal Photographer, Sumner W. Fowler, bring the topics and scenarios to life. 

Over 8000 workbooks are being used at shelters and in rescue groups in the United States, China, Australia, Canada, Europe, Estonia and the Virgin Islands.

"Animal Friendly - Customer Smart" contains 116 easy-to-work with spiral bound pages that offer Customer Smart principles, exercises to complete and photos that reflect shelter life.  The workbook is meant to be written in, discussed and referred to at desks, counters, in meetings and even in vehicles.

Frankie S: Found a forever home in a high rise condo.


Rita: Placed as pup and loved for 14 years


Timmy: Enjoying life in classroom 4, Peyton Elementary School