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 shelters 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 Shelter Photographer, Sumner W. Fowler, bring the topics and scenarios to life.
Over 7500 copies of the
workbook 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.