The treatment of customers by employees reflects on the company they work for. All companies make mistakes, and sometimes hire the wrong people for the job at hand. But most companies correct their mistakes once they see their error - they fire the person in question. Others however - in this case the SPCA - apparently keep them around, which not only hurts their image, but more importantly the welfare of the cause they are there to implement and protect.

I have known SPCA employees who were competent animal handlers, masters at dealing with any situation, as well as affectionate animal lovers. Not only did they know animals, but they also knew when they needed help and how to get it. They had excellent relations with other professionals, who gladly at the drop of a hat were available to help out. Those kind of relations were established well beforehand. For them, it would have been unthinkable for the anxious owner to be left to find their own solution, let alone them being harrassed during their ordeal, as it is the case here. Unfortunately none of these valuable assets made it in the current regime. Most left in frustration and were replaced with the likes of the ones mentioned in this particular case.

I cannot believe that the SPCA has missed such a glorious opportunity to make partly amends, and to improve their image. All they had to do was to make two phone calls, one to a suitable professional [Fire Hall, Tree Services], the other to the media [TV station]... and then be there to give interviews with a smile on their faces.

Heart they do not have, but apparently they are also lacking the business acumen.