Good communications, written or oral, begins with an understanding of the audience. If you can get inside their heads, you can find a way to connect.

So we must work at our profession and not make anybody else's idleness an excuse for our own. There is no lack of readers and listeners; it is for us to produce something worth being written and heard.

You need to be a good listener before you can be a good speaker.

Pet owners want to be able to go away and know their pet will be treated just as they are treated at home. And pets today are living very good lives.

Some firefighters have told us that human oxygen masks are so ineffective that they will actually try to give mouth-to-mouth resuscitation when they're dealing with a pet.

We're in the business of taking care of people's pets at our facilities and this is sort of an extension of our belief about the role of pets in the family.