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Handbook Contents | Learning Objectives | Definitions of Humane and Integrated Wildlife Damage Management | Six Questions NWCOs Must Ask | Resources | ICWDM | Wildlife Species Information |
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Six questions to consider
6. How would this play on the evening news?
"Wildlife belongs to the public. Regional and national surveys demonstrate that the public has concerns about how their wildlife is treated. Because of this, [NWCOs] should manage wildlife as the public asks, whenever possible and practical. In all cases, [NWCOs] will use [their] professional judgment to determine the best course of action, understanding that every damage prevention job is a customized operation."
—excerpted from Dr. Robert H. Schmidt's column, "The Professional Touch: A Professional Code of Ethics for Wildlife Damage Management" in the Oct/Nov. 1993 issue of Animal Damage Control 1(5):8
Many NWCOs are deeply committed to improving the industry and achieving professional recognition for their work. Communication skills are critical to this effort, and to the success of your business. The greatest wildlife expert in the world won't win customers, or the public's trust, if that person is dismissive of other people's feelings and beliefs, arrogant, or just plain confusing.
Nuisance wildlife problems can be highly emotional for some clients. You're entering someone's home, perhaps at a time when they're not even close to being at their best. Be at yours.
Let your professionalism shine. Be respectful and honest with your customers. Decent. (Isn't that the way you want to be treated when you're a customer?) Listen. Try to understand what they want. One thing that's probably true about most successful business people is they make their customers happy. That's a balancing act, of course. It's okay to refuse a job if someone insists on something that you think is wrong, or know that "solution" won't work. You also have to maintain your reputation.
You'll probably have some difficult customers. It can be challenging to listen, sometimes. Do your best. Remember, listening quietly to someone's point of view doesn't mean you support it.
If there are legal or practical reasons why you can't do what your customers ask, explain. Describe the available options in the amount of detail your customers request. Some customers won't care how you do the job while others will have strong opinions, especially about the disposal of animals; they may want to hear every detail.
Think about the average person, who probably feels either neutral about wild animals, or likes the idea that they're "out there." This same person probably believes that people have the right to protect their families and their homes. Our John Doe might believe it's perfectly reasonable to remove nuisance animals from a home by trapping them. Would he be squeamish if he saw a dead animal in a trap? Maybe. Would he be upset if he saw a dead animal in a body-gripping trap hanging over the side of someone's roof? And would that cause him to reconsider his opinion of trapping in general?
That's the kind of blunder that can lead to a media feeding frenzy, and polarize communities. Whether you like it or not, the public cares about how you do your job. So imagine the cameras are always rolling. What reaction would you expect if someone videotaped your work, then showed it on the evening news? If you have to work outdoors, be as discreet as possible. Consider how your work might be interpreted by a passerby.
Are you willing to step in front of a real "camera," to let the public see the positive sides of the industry? Many NWCOs volunteer to help educate the public about wildlife and wildlife damage management. They participate in public events, write columns for local newspapers, appear on local TV or radio shows, or maintain websites to help others find credible information.
Such actions help people get to know and respect you. It's a chance to help others understand the facts and complexities of various wildlife situations. Each year, you can count on local media addressing the issue of what to do about baby birds that have fallen out of their nests. If you can think of a creative angle, you'll probably find yourself talking to reporters. (Good for the community and good for your business).
This assumes that you're doing good and fair work that would shine, if only you didn't fidget and grow tongue-tied once the camera turns your way. One of the challenges of wildlife control work is that people will define "good and fair" differently. This brings us back to the complex issue of trap and transfer, which is an example of how doing right by your customer may also be an unneighborly act.
The science isn't definitive yet, but many people believe that nuisance animals can't be rehabilitated, that once an animal has learned about the "good pickings," it will seek the same situation wherever it lives. Remove a raccoon from your customer's attic and it will move into the neighbor's attic. Then the next one. And the next one. Is it fair to transfer your customer's problem to someone else? You'll hear different opinions from NWCOs, and will have to develop your own standards. Even if your treatment of wildlife is beyond reproach, those cameras could focus on business practices. So make them best practices.
Handbook Contents
Best Practices for Wildlife Control
- Assess the Situation
- Choose Management Options
- Tools and Techniques
- Preventing Problems
- Evaluating Success
Professionalism Resources for NWCOs
Disclaimer
This manual was written as a guide to train nuisance wildlife control operators in New York State. Laws and regulations may differ in your state. Always consult local and state laws before implementing wildlife damage management activities.
Contact Information
Contact your local Extension Office
Resources
Internet Center for Wildlife Damage Management
National Wildlife Control Operator's Association
Wildlife Control
Acknowledgments
We thank the New York State Department of Environmental Conservation for contributing this information.
Produced by the NYS Department of Environmental Conservation, Cornell Cooperative Extension, and the NYS Integrated Pest Management Program.
