by Liz Swanton
04 August 2017
You may think there is no correlation between fostering a feral cat and dealing with a client, but there are surprising similarities.
When I launched into the world of rehabilitating a former street cat a few months back, I could never have known what it would teach me about taking care of a client.
Lots, it turned out, and I would like to share a few points of my newly found knowledge with you.
TRAPPING: There is only one way to catch a wild cat and that’s with a cat trap. This method is not recommended for clients. It doesn’t work and there are laws against it.
Wining, dining and coffee meetings may help – with clients, not cats – but there are no guarantees. Food, not necessarily gourmet, works almost every time when you’re trying to trap a hungry cat.
FEEDING: Food equals trust so regular meals are required if you’re trying to tame a wild cat. Some they like, and some they don’t. And just because they liked that variety yesterday, doesn’t mean they will like the same thing today. Just make sure you keep the food coming and there should be a happy ending.
Clients can react the same way to what you provide. Just because they liked that style last week, doesn’t mean they will this week. Be prepared to be flexible … and patient … and understanding.
MANNERS: At the beginning, they may look soft and fluffy, but you soon find out they have teeth and claws. They also hiss and growl. Sound familiar? Clients can often behave in a similar way.
Try not to take it personally, because none of this is necessarily your fault. The trick is knowing which behaviour to ignore and which to take notice of, in order to get the best outcome for you and the client … or the cat.
HANDLING: You do need to be careful of physical contact with a client, just as you do with a wild cat (refer to comment above about teeth and claws). Early contact with a wild cat may involve heavy gloves. With a client, kid gloves are a better option.
Experienced carers suggest brushing is a great way to get a rescue cat used to being handled, using a baby’s brush attached to a ruler so you are out of striking distance. I’m not sure this one translates with clients because I haven’t tried it, but hey, it could be worth a shot. Gentle stroking is a great stress reliever for all of us, but a similar warning could be worth heeding!
PLAYING HARD TO GET: Not returning emails, texts or phone calls, and generally being ‘recalcitrant’? This is where a rescue cat is easier to deal with. It just requires more patience – and perhaps a wee bit of effort to put one’s self in the cat’s shoes, err, paws, to work out what the problem is. Maybe the cat just needs more time, or a change of approach.
Not so easy with a client, you think, because time is money? Don’t assume what the reason might be, because it could be one you haven’t thought of. Maybe the client just needs more time or a change of approach. (And perhaps, remembering that you never know what’s really going on behind the scenes in people’s lives!)
PROGRESS: Ever been in a work situation where you felt like you were taking three steps forward and two steps back? Yep. Just because it felt like you were getting somewhere yesterday, doesn’t mean you’re at the same point today. Grin and bear it, and keep on trying – whether you are working with a client or a cat.
SH*T: There’s always some, usually on a daily basis. Some of it is nice and neat in the litter tray, and some is spread further afield, but guess what? Either way, it’s usually you who will have to do the cleaning up.
RESULTS: In a work situation, hopefully you both know what you want the end result to be. With a cat, you may be dreaming of a future full of purring and cuddles, while they are contemplating the best way to escape. In both cases, patience, respect, hard work and continuity – on your part – usually brings that perfect result to fruition.
And finally, some excellent advice in a piece I read, as I prepared to collect my little wild woman from her previous carer, to put her through all the trauma of a new home and a new person. I think this is also applicable to dealing with clients.
One: Don’t scare them.
Two: Be nice to them!
Three: Don’t rush.
What are your best tips for dealing with clients who show their, er, claws?
