It’s as if people respond better to a welcoming - as opposed to punitive - environment: “New York City Libraries End Late Fees, and the Treasures Roll In”. I think something similar is going on with two local Humane Society locations. One is perpetually struggling while the other has people stopping in just for the hell of it. The employees at the former are notoriously grouchy, charge fees for everything, and their location has all the charm of a medieval dungeon; the latter has a friendly staff and an open, airy, bright place where you can interact with the animals.