Twenty years ago, in my first animal sheltering role, I learned how to get yelled at by customers. My manager at the time, the inimitable Barb, brought me with her whenever she was called out to handle potentially volatile situations. She would calmly wait out yelling and gesticulating until the upset patron let her speak to help them. I was extorted for money by an adopter recently for veterinary bills she accrued after adoption. Animal shelters are not private veterinary practices.