Why Customer Service is Lifesaving in Animal Welfare: A Missed Opportunity to Share This Message

With nearly two decades in the field of animal welfare, I’ve seen trends come and go. But one lesson that holds true, and is more urgent now than ever, is the need to get back to the basics—especially when it comes to customer service in our shelters. In a time when shelters across the country are bursting at the seams and everyone is struggling, customer service isn’t just an “extra.” It’s the difference between life and death for countless animals.

I recently submitted a proposal to present on this very topic at an upcoming national animal welfare conference. Our presentation draws an unexpected, yet relatable, parallel: comparing shelter work to the experience of waiting tables in a busy restaurant. We designed this presentation to be approachable and practical because, honestly, not everyone understands shelter work—but almost everyone knows the chaos of a packed restaurant. This comparison lets us break down the importance of customer service in a way anyone can relate to, offering practical strategies to convert visitors into adopters, not just lookers.

Here’s what’s tough: our proposal was denied—not because it wasn’t a good fit, but because it was deemed not to “directly relate to lifesaving.” The organization explained they were prioritizing sessions that more explicitly tackle lifesaving, and while I respect that focus, it’s frustrating because, in my experience, customer service and lifesaving are two sides of the same coin.

When people come to a shelter, they’re met with the chaos of barking dogs, crowded kennels, and often the wear and tear of an overworked staff. First impressions count. If a potential adopter walks away because they didn’t feel welcomed or supported, that’s a life lost, plain and simple. It’s easy to forget that our competition—the puppy stores—offer exceptional customer service. They know that a friendly face, a little patience, and a helpful hand can convert casual interest into a purchase. If we’re going to compete and, more importantly, save lives, we need to understand that customer service is no longer optional—it’s crucial.

My concern goes deeper than just missing out on the chance to share our presentation. I’m worried about the message this sends to our field. If one of the most influential organizations in animal welfare doesn’t see the link between customer service and lifesaving, what kind of message does that send to our colleagues? When I look around at the animal welfare movement today, it’s clear we need to start thinking differently if we’re going to save more lives, and going back to the basics of customer service is one of the most powerful changes we can make.

I’m not new to speaking at conferences. I’ve been fortunate to share insights at shelters, summits, and events across the country. But I’m especially excited about this presentation because of my co-presenter. While she may be new to conference speaking, she’s representing a shelter in the largest city in the contiguous United States, bringing a fresh perspective on a critical issue that affects shelters everywhere. We created this session with new voices in mind, offering a way to impact even the busiest shelters by making lifesaving changes accessible and easy to put into practice.

So, we’re not stopping here. We’re looking to share this presentation at other conferences and events. If you know of any opportunities, please let us know. We believe deeply that our “shelter-as-restaurant” approach will resonate with audiences and inspire real change. This might be the first time we’ve brought this idea forward, but it won’t be the last. Customer service is lifesaving. We just need more of us to see it that way. - MB