When working with owner-trainers, service dog trainers may unfortunately find that clients have chosen a dog who is not appropriate to train for public access work. In some cases, the dog may be able to help as an at-home service dog. However, if the client really needs or wants the dog’s help in public, the news that the dog is not appropriate for public access work can be difficult to deliver.
Conversations like this are familiar ground for dog trainers. Many pet owners have unrealistic expectations for their dog: The owner who wants to take their dog-aggressive dog to the dog park? The owner who believes their new puppy should stop mouthing tomorrow? Pet dog trainers already have extensive experience helping owners understand their dogs, and setting realistic expectations and goals. The education owner-trainers need from their service dog trainers is similar when it comes to what is actually attainable for their dog.
Prepare Clients:
It helps to prepare clients prior to the actual appointment for the possibility that their dog may not be appropriate for public access. There are several straightforward ways to do this:
- Provide this information briefly on your website. Help plant the seed by including a simple statement that the first appointment will involve an evaluation to determine if service dog work is the right fit for the dog. Include some basic information on characteristics needed for service work. Remember website text needs to be brief to be effective.
- Use a PDF or online registration form with details on what the initial assessment will involve. This is also an opportunity to reiterate briefly what characteristics are necessary for a public access service dog. Avoid jargon. Use simple terms like “the dog needs to be friendly with people and other animals.”
- Repeat this information at the beginning of the appointment: “Today, these are the things we are going to go over, and here are some of the things I’m looking for.” Emphasize the importance of making sure the dog will be happy in the role of a service dog.
Tips for Conducting Challenging Conversations:
- Show empathy and listen. Acknowledge the owner’s hopes and feelings of disappointment. It is important to be genuine. Give the owner time to express their feelings. This is disappointing news.
- Emphasize the dog’s positive qualities. Dog owners may come away with the belief that “the trainer does not like my dog” when, in fact, that’s not what the trainer intended to communicate at all. If the conversation focuses solely on the negatives, the owner may misinterpret the message. Oftentimes, positive qualities like a dog’s sensitivity may be an asset in other situations despite being a liability in public access. Phrasing matters. Consider the difference between:
- “Bella is reactive and barks at anything unusual in her environment; service dogs need to be calm and easy going, and they cannot be reactive.”
- “Bella is a sensitive dog who notices and reacts to many things in her environment. Dogs like this are often smart and can learn new things quickly. However, service dogs actually need to ignore lots of things in their environment.”
- Educate the owner. Owners need to grasp what service dog training entails and why this is a stressful and demanding job. Working service dogs make it look easy. Owner-trainers need to understand all of the ways in which the training process and the work they want their dog to do are unrealistic for the dog.
- Because there is extensive misinformation on what training can and cannot accomplish, it is critical that trainers explain what can be changed through training and what cannot be. For instance, “Bella can benefit from training and would be able to learn to be calmer when you encounter other dogs in the neighborhood. However, no amount of training will completely eliminate Bella’s tendency to react to some things in her environment.”
- Use analogies to facilitate understanding. For instance, if the dog is very fearful of unfamiliar people, ask the owner to imagine what it would be like to compel a person who is a shy introvert to work full time as an event planner continuously interacting with many different new people. Ask if the person has ever been in a job that was a mismatch for their personality. Most adults have been in situations like that, and it can help them make that connection to the work of a service dog.
- Avoid arguing and debating, and do not take it personally if the client does not trust your recommendation. Consider times when you have wondered if a professional was giving you accurate information. It is not uncommon for clients to have been told by their dog’s breeder or another person that their dog would be great for service work. Encourage the client to seek a reputable and educated second opinion. If there are no other qualified service dog trainers in your area, some certified Service Dog Coaches offer virtual second opinions.
Training Is Still Needed:
Even though the dog may not be appropriate for service dog work, in most cases, the client and dog still need training services! If the owner could benefit from the dog’s help at home, and the dog is suited to be trained as an at-home-only service dog, the owner may decide to proceed with that training. In other cases, the dog may need training, a behavior consultation or to work with a veterinary behaviorist. By taking the time to prepare the client and delivering information with empathy and sensitivity, trainers can help clients better understand their dog and support what the team really needs.
