Unfortunately, in our business, there is always the possibility that the disposition is euthanasia. When someone is told that, there is always an emotional response to finding out that the animal you were interested in adopting or possibly your own lost pet has been put to sleep. The Front Desk personnel, who primarily answer the phones and may have customers standing in front of them, are not in a position to handle that sort of phone call. Over the years, it has been established that if a customer needs a response regarding the disposition of an animal, it is best handled by a management staff, in person.