Customer Service Tip: Answer the Phone

How many animals have died simply because no one answers the phone?

Approximately one week ago a rescue identified a dog on the nightly kill list that they wanted to save. Beginning first thing in the morning, they called... and called, and called, and called: the main switchboard, the direct line to the location, the New Hope hotline number. No one answered the phone, no one returned calls as they called again and again and again.

Finally, in the early afternoon, the rescue started contacting supporters in the city who might be able to help - they are located a significant distance away. A volunteer went to the shelter and pulled the dog, who was by some miracle still alive, and transported them to the rescue.

How many have died because manpower is so lacking that no one is available to answer the phone?

Two suggestions:

This is something that volunteers can easily do right now with minimal training. This one is a no-brainer; throw any willing volunteer in immediately. Even someone who does not know everything but can find out beats an endlessly ringing phone.

Secondly, the current kill list system is badly in need of overhaul, the sooner the better. Releasing a kill list the night before executions are to begin and then restricting those animals only to approved partner rescues makes no sense at all, especially when there is no reason not to adopt those animals to the general public. We are seeing kittens on the kill lists with absolutely nothing wrong with them, healthy and eating on their own; why do they need to go to an approved rescue only? This particular dog had no behavior problems and nothing wrong with him beyond a cough that the conditions of the AC&C caused that he was halfway through recovering from, we see no earthly reason why his adoption should be restricted to partner rescues only. The current kill list system is exceedingly labor intensive and hectic for all concerned and does not serve the interests of the animals.

Three days after his transport to rescue this dog met his adopter, and now that he's over his cough and neutered he'll go to his forever home tomorrow.

Great outcomes start by answering your phone.