The owner is really great, I’ve talked to him on the phone and FB before. I just got really unlucky that he wasn’t there when I took her in. Definitely calling ahead from now on though. I do wish we had another place nearby but it’s this place and the chain stores.
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I hope you can find a way then, to gently let him know that his staff still has much to learn... It really is a challenge for pet stores...most can't afford to pay much, so
it's hard for them to keep experienced people.