Pet Boarding and Daycare November December 2021 by Barkleigh Productions

VOL 11 • ED 6

NOVEMBER / DECEMBER 2021

BOOST YOUR REVENUE WITH

TRAINING SERVICES

Profile of Success

WWW.PETBOARDINGANDDAYCARE.COM

THE ARK

Pet Spa & Hotel

IT’S TIME

FOR YOUR

PHOTOS PROVIDED BY THE ARK PET SPA & HOTEL

VACATION!

PET BOARDING & DAYCARE

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STAFF PUBLISHER Barkleigh Productions, Inc. EXECUTIVE EDITOR Rebecca Shipman ART DIRECTOR Laura Pennington SENIOR GRAPHIC DESIGNER Jenn Barraclough

NOVEMBER / DECEMBER 2021

CONTENTS

GRAPHIC DESIGNER Josiah Malinich WEB MASTER Luke Dumberth

THE ARK PET SPA & HOTEL: THE PERFECT CHOICE

PRESIDENT Todd Shelly VICE PRESIDENT Gwen Shelly CHIEF OPERATIONS OFFICER Adam Lohr

DIRECTOR OF MARKETING & CLIENT RELATIONS James Severs EXECUTIVE ASSISTANT / ACCOUNTS MANAGER Karin Grottola SOCIAL MEDIA COORDINATOR Cassidy Ryman

THAT

MARKETING CONSULTANT Alex Hammersla CONTACT

General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com (717) 691-3388 (ext. 225) Advertising: james@barkleigh.com (717) 691-3388 (ext. 224)

Copyright NOVEMBER 2021. Pet Boarding & Daycare is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Pet Boarding & Daycare c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com

WON’T EAT

Animal Behavior

Animal Health

Safely Managing High-Risk Events in Group Play

Business 10 Business Slowing Down? Boost Your Revenue with Training Services! 16 It’s Time for YOUR Vacation!

Facility 32 The Real-Time Information Advantage of Digital Charting

PET BOARDING & DAYCARE

42 All About Insulin

Think Tank 48 3 Simple Ways to Get More Leads

Industry News 52 New Products

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SAFELY MANAGING HIGH-RISK EVENTS IN GROUP PLAY By Professional Pet Boarding Certification Council To keep dogs safe during group play, it is important to be able

to identify and be prepared for key events that raise the arousal levels of dogs. Since arousal and aggression are closely linked, PROFE S SIONAL

PET BOARDING CERTIFICATION

it is the responsibility of pet care staff to manage these events so dogs are not overly excited or aroused.

Dog Arrivals & Departures As new dogs or others leave, this can C Eenter R T IaFplaygroup IED

be a time of high arousal and excitement for most dogs. Many will rush to greet the new dog entering, or as a dog is leaving, may try to follow the dog out the gate.

C E R T I F I C A T I ON

It is important for staff to maintain control of arrivals and departures to the playgroup by following these tips: • Slow down; maintaining a slow and controlled approach will help the dogs to do the same. • Use your body to back dogs away from gate during both arrivals and departures.

• Observe body language of all dogs and intervene when any dog shows signs of discomfort. • Set dogs up for success and segregate dogs that get aroused during peak arrival and departure times.

Dogs are normally excited to join the

Rest Periods

playgroup after a rest period, so to ensure safety, remember to:

Rest periods are an important

• Require calm behavior prior to releasing

part of day-long group play.

dogs from the rest enclosure (have each dog

Without rest periods some

sit and show control before opening door).

dogs will not take breaks on

• Walk dogs on leash, one at a time to the

their own and can become an

playgroup (don’t open the doors and allow

annoyance to those dogs who

dogs to run wildly to the play area).

are trying to rest, sometimes

• Build the playgroup slowly after a rest period and keep moving with the dogs around the play

leading to aggressive behavior.

• Do not pick up and carry a dog during entry or exits. This is dangerous as dogs in the group will jump up in an effort to greet which can injure the dog or you.

area as they join and run with their playmates.

PET BOARDING & DAYCARE

Staff Changes During all-day group play, changes in staff are common so it is important to have a safety protocol in place for shift changes.

Many play areas are visible to facility clients, visitors or strangers that pass by. When people or other distractions are visible through fencing, it can result in arousal and excitement in the dogs during play.

Here are few key items to add to your protocol:

Staff can reduce the arousal and maintain control during these distractions by:

• The existing staff should delay their exit until all dogs have completed greeting the new person and the group is calm. • The existing staff should inform the new staff of any issues that occurred with the group prior to their arrival, or advise them of any dogs that need additional supervision.

Keeping dogs safe during high-risk events requires good leader skills. Staff should stay observant and alert at all times while supervising dog play. It is important they keep moving with the dogs and be consistent in enforcing rules and boundaries. They should set dogs up for success with proactive management and praise them for good behaviors.

Visitors & Distractions

• Moving to the fence and putting your body between it and the dogs. Face the dogs and back them away, letting them know you have the situation under control. • Use obedience cues to divert dogs from potential distractions outside the fence and engage them with another fun activity. • Another solution would be to install solid fencing around play areas.

Resources: 1. Off-Leash Dog Play: A Complete Guide to Safety & Fun by Robin Bennett and Susan Briggs For more information on Professional Pet Boarding Certification, or to enroll for online education visit www.PetBoardingCertification.com

PET BOARDING & DAYCARE

BUSINESS

BUSINESS SLOWING DOWN?

BOOST YOUR REVENUE WITH

TRA I

ES! IC

SERV G IN N

By Laura Laaman

s we know, more pets were adopted during COVID than ever before. Many new pet parents brought a dog into their family for the first time. Whether they rescued a dog in need or purchased a new puppy, they may not have realized what they were in for when welcoming a new dog into their lives. Now many have a cute but likely unruly furry monster running amok in their home. Pet care facilities who offer dog training are all too familiar with pet parents’ frustration: “He won’t listen! He pees everywhere! He’s chewed everything!” Dog training can help more than just the pet parents—it benefits the pets tremendously and can even save their lives. According to a recent study conducted by the National Council on Pet Population Study & Policy, a staggering 96% of surrendered dogs had not received obedience training. While efforts to reduce pet euthanasia in shelters have improved in recent 10

years, the ASPCA reports 1.5 million animals are still being euthanized in shelters every year. Offering training can reduce stress in pet parents’ homes and make pet families happier. The benefits to your business are equally wonderful. Effective dog training will not only stabilize your business when core services slow down, it can actually skyrocket your revenue as well. While dog training can be an incredible addition to your pet care facility’s offerings, it’s important to run a program that’s both effective and profitable. Here are 10 steps to follow in order to implement a successful training program: Decide what type of training you’ll provide. The vast majority of pet parents simply want pet-level training. That means they need the most important and basic obedience

PET BOARDING & DAYCARE

A Practical Guide for Pet Health Professionals

antibiotics. It has been a tough journey, but the nourishment Leah receives and the bond we share is so worth it. There is something so special about knowing that your whole body is pouring out the love for your baby that you have in your heart.

Have you experienced any bias because of breastfeeding? I think the public is gradually becoming more accepting of breastfeeding, but there is still work that needs to be done. Breasts are so over-sexualized in our culture that many people still think of breastfeeding as something that needs to be hidden away, either under a nursing cover or in a special nursing room, like the one at church I am expected to go to every time my baby gets hungry during a church service. In many other cultures, no one looks at you twice when you LIFESTYLE use your breasts for the very purpose they were designed for—feeding babies! How great would it LIFE KS FOR THE be if our culture could get to this HAC point, too?

There is something so special about knowing that your whole body is pouring out the love for your baby that you have in your heart. – Dr. Sara Pilgrim

Y PA R EN T

S2 pump hat Ifor work! didn’t find? Life hacks for the working veterinary mom. So here are my top 5 lifepadshacks for Nursing I would the working veterin parent (and yes, ary constantlythis leakapplie through s to you dads, too.)

my clothes without them!

DON ’T

UNSWAD DLE AT NIGH

Plesser

B r e a s t fe e d i n g P ro d u c t s

WORK IN VET ER INAR G

Do you have advice for those considering breastfeeding?

Read as much as you can about breastfeeding before you have the baby! I spent a lot of time learning about giving By Justin birth,ebut Lee,I naively DACV thought that breastfeeding would "just come ECC, DABT As a hyper–effi naturally," andcient I wasveter not very well informed inarian, I was tryin aboutg the problems we ended up having. to prep are as much as I could prior Also, find a good lactation consultant! I was to my one–and–only lucky enough to give birth at achild For those . where hospital of you guys who know Myers– Briggs perso continued on page 24 nality scori ng, I’m a prett high “J” (e.g., y anal retentive), so I wanted to be as orga nized as poss ible for this baby thing. Boy, was I in for a surprise. I love my Spectra

I prepared as much as I could by reading all parenting and the baby books early. But there are lies in the books some that no one fills you in on—a I’ll shareMAGAZINE PETVET the two bigges nd t right now. First, skin.” Really? IT'S OK TO INTR “skin to You don’t think ODUCE THE PACIF your baby is going naturally bond IER BEFORE to to you? You don’t 30 DAYS need to strip baby out of his the PJ’s and unswa Ah, the pacifie ddle at night breastfeeding. r. All the books while That’s what I say that babies nipple confusion was doing; maxim get the skin to skin and not to give izing by unswaddling them a pacifie for one month. I learne r , breastfeedin changing the d all my mom g, diaper, and re–swa had introduced friends ddling a pacifier I had a totally …and now awake baby. After after day two… my sixth week while in the doing this, the of teacher of my hospital. I’m mom’s group so rule–abiding our whole group yelled at , of new moms for one month NEW PETI waited . “NO,” she replied “Slather a ton CARE . of baby diaper —but regret not rash cream on, with the lights startfeed COMM off, and let him UNITY ing sooner! All sleep those coma.” You don’t off the milk read that in any long nights…why RESOU baby books RCE didn’t ! someone tell me it was ok to start WORKS TO earlier?!

INDUSTRY NEWS

PHOTO BY Leslie

D r . S a ra ’ s

Must-Have

A n t i m i c ro b i a l R esi sta n ce

ADDRESS HEALTH RISKS

PETVET MAGAZI

By Gwyn Donohue

wo million people are infected with resistant strains of bacteria and 23,000 deaths result from antibiotic resistance in the U.S. each year, according to Centers for Disease Control and Prevention (CDC) estimates. What makes this troubling statistic important to the veterinary community, other pet care profession als and pet owners is that two relatively common bacteria species that have resistant strains, Campylobacter and Salmonell a, are also common in many pets. While these are not classified by the CDC as urgent threats of greatest concern to human health, they are considered a serious threat. One example is a 2016 outbreak of antibioticresistant campylobacteriosis that involved 113 patients in 17 states, and was determined to be linked to puppies. Instances like this, along with the fact that resistant strains of bacteria are developing at increasingly rapid rates and outpacing the introduction of new antibiotics , has caused public health officials and the pet care community to actively address the issue of responsible use of antibiotics in companio n animals. “Recognizing that antibiotic resistant germs are a growing and serious health risk to both humans and animals, last year PIJAC committed to work with the pet care community to create best management practices to combat AMR as part of our participation in the

26 PETVET MAGAZINE

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For veterinarians and staff alike, PetVet Magazine is sure to inspire and educate, as well as highlight the incredible industry of veterinary medicine and the wonderful people that make up the veterinary community. W W W. PET VETMAGAZINE .COM

PET BOARDING & DAYCARE

SERIOUS REVENUE

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is the authority in producing exceptional results for our clients. Our consulting and training firm helps pet care facility owners realize the revenues they deserve.

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with OPC, the amount of growth in our company brings me to tears. I’m not just talking about revenue growth, but growth in myself, my sister, and my staff. I now have an entire team of people working to make my goals and dreams a reality, and truly making the pet industry great. You have honestly changed our lives.” –Sydney Sjaardema, Ankeny Bark Avenue, Ankeny IA

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PET BOARDING & DAYCARE

training as well as home manners. They’re looking for harmony in their household. The extra bells and whistles of advanced obedience, group classes, therapy training and canine sports are rarely profitable or as beneficial as basic foundations. Choose who will provide training. Working with an independent trainer can be a challenge for both your revenue and brand. With training, some current, skilled employees are likely capable of providing pet-level training. Otherwise, you can hire new employees with an interest in dog training but little to no actual dog training experience for a fraction of the cost of hiring an independent trainer. Decide what profit margin you feel is reasonable. Dog training should be one of your most profitable offerings. To determine your margins, calculate your overnight fees and appropriate activities, then determine how many training sessions you’ll offer at what cost. Once you know your actual costs, you can price appropriately and ensure profitability. Determine the deliverables. What training options and packages make the most sense for your company? Many pet care facilities find a “stay & train” arrangement to be the most effective and the most profitable. You already have the lodging accommodations! This type of program also gives your team plenty of time with the pets while providing training on consecutive days, which is much more effective than a once-a-week course. In general, group training classes are significantly less profitable and effective. Choose how you’re going to sell it. Will it be on the phone? In person? Training program costs can sound hefty without being properly explained. An in-person meeting with the pet parent gives you valuable facetime and a chance for you to hear their challenges, display your facility

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and describe your training solutions in a value-oriented way that justifies the cost. Determine who will sell it. Often, the employees providing the training are not the strongest salespeople on your team. Whoever is selling training must be confident, people-oriented and able to sell a high-ticket service. Ideally, they’ll be properly trained in sales techniques and prepared with the

appropriate materials. Gather your training materials and supplies. You’ll need the right equipment to deliver training, including your choice of collars, leashes and aids, as well as report cards and paper resources for the pet parents. Determine where in your facility the training will take place and set it up appropriately.

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Prepare your sales tools. Since training often comes with a big price tag, you’ll benefit from having sales tools to make it clear to pet parents that your facility is the best option. Phone scripts and a well-trained phone team can help secure leads and turn them into training appointments. A well-organized binder of appealing images and important information about your business and training program is another powerful tool. Develop a marketing plan. Once your training program starts to come together, how are you going to get the word out? We recommend adding training to your website, social media posts, emails, flyers and signage to help get your training program off the ground. Don’t forget to reach out to your current client base as well—it’s likely lots of them would benefit from training, and they already have a relationship with you. Set a revenue goal and a profit goal. To ensure your training program is as profitable as possible, set goals and track your numbers regularly. How much do you need to bring in in training to realize a nice profit? How much should you aim to sell each month? Training is a valuable and potentially extremely profitable service pet parents will always need. By implementing an effective training program, you’re able to reach an even bigger group of pet parents. And, chances are, if they use you for training, they’ll come back to you for your other services, too. Laura Laaman is president of Outstanding Pet Care. If you’re interested in setting up a winning dog training program, marketing assistance, or any of our other proven and guaranteed services, schedule a consultation by calling 1-888-735-5667 or vising www.OutstandingPetCare.com/contact.

PET BOARDING & DAYCARE

YOUR

For

ou did it! With business ups

have shown that taking time away from

and downs that were more

the job can have physical and psycho-

like a tsunami than a roller-

logical health benefits. People who take

coaster, you got through a pandemic!

vacations have lower stress, less risk of

So, it’s time to celebrate.

heart disease, a better outlook on life,

You made tough decisions, and while the choices might not have

writes Shannon Torberg, PsyD, LP for

turned out like you wanted, you made

Allinahealth.

them. You deserve to sit back and enjoy new perspectives and lessons learned. You deserve a break; a much-need-

By Annalisa Berns Photos by Annalisa Berns and Dina Likokapis of HoundAway Dog Daycare and Boarding in Cambridge, Ontario.

and more motivation to achieve goals,”

Think you don’t have time to take off? Experts predict that without vacations, you are more likely to experience

ed time off with a complete change of

job burnout, unhappiness and more

scenery; an out-of-town, real-life adult

health issues.

vacation. The kind you see on television commercials, complete with fruity drinks with umbrellas, castles and

Accounting Overhaul If expenses and debt are getting in

picture-postcard settings; your bucket

the way of a vacation, it is time for a

list, dream vacation.

major accounting overhaul. Find an

Time off is well established as important self-care: “A number of studies

PET BOARDING & DAYCARE

accountant, business mentor or even a 12-step program (there are 12-step

PET BOARDING & DAYCARE

NEED SOME TRIP IDEAS?

Cruise Mountains

Road Trip The road trip experienced a resurgence due to safety and closed borders. Take the time to plan your dream road trip, complete with a themed playlist. If you are hitting the road with your favorite four-legged friend, look into homes for rent with fenced yards along the way.

Leave all the details to the cruise staff and just enjoy. You don’t have to pack and unpack at each port. Cruising is like a taste test of a variety of destinations. For a tropical vibe, check out cruises with stops in Jamaica, Dominican Republic or Mexico. For castles and history, Rhine River cruises in Europe touch the Netherlands, Germany, France and Switzerland.

PET BOARDING & DAYCARE

Adirondack Mountains in Upstate New York, Upper Peninsula of Michigan, Wisconsin Ozarks, Smoky Mountains and the iconic Rocky Mountains are just a few places to consider taking a breathtaking holiday. Looking for something international? Consider the Black Forest region of Germany or the Scandinavian Mountains with ice fields and glaciers that form the Norwegian Fjords.

programs like Debtors Anonymous and Underearners Anonymous, etc.) and start taking action. Look at debt, income, expenses and prices. It is unrealistic not to take time off. Still don’t have the funds to take a trip now? Think outside the box! Ask a

Remote Destination

client that has a second home if you could

With a business intense with customer interactions, a more isolated destination might be just the ticket. Iceland and Alaska are two remote and desirable destinations with plenty of space and unusual landscapes.

Close or Stay Open?

stay in exchange for pet care. Look into pet sitting in your desired vacation area, home exchanges, learning abroad and work exchange programs.

Consider if your business should stay open while you are away. Dependable staffing is of utmost concern, along with finances. Hire the staff you need to make time off happen. Finding work-life balance is now a higher priority to staff as well, and

PET BOARDING & DAYCARE

providing time off (even if it is unpaid) might be a huge benefit. Have an open conversation with staff about priorities and business logistics and ask what is important to them. If you do make the decision to close while on vacation, it might be the perfect time to schedule maintenance and improvements. Have your facility painted, add new enrichment, update landscaping and or do a deep cleaning while away. Planning Schedule time off way in advance, and at the same time every year. Mark it on the calendar, notify staff and post it all over. This is a sneaky way to “vision board” it into reality. And, that way staff and clients can plan easily. Consider taking time off when business is slow. Every business is different, but January, June (post-Memorial Day

while school is still in session) and September (when school goes back into session) are popular times to take off with pet daycare and boarding owners. Saving Set aside a specific stream of income for travel and time off. With this money earmarked for a specific purpose, it might be easier not to use it for other expenses. For example, save

TRAVEL

HEALTH AND

SAFETY TIPS

all tip money for a travel fund. Make the Most of It Don't stay home! "If I stayed home, I wouldn't be on vacation,” said Debbie Gravitt of Harmony Kennels in Galva, Illinois. “If I stayed home, I would end up boarding someone’s pet!" Another way to boost the benefits from the trip is to spend time enjoying planning, researching, and also looking

at pictures of past trips. Research shows that all of these can increase happiness and joy. Post a picture of your trip at a prominent spot to spark your daydreaming imagination! Remember the lessons you learned during the pandemic, be sure to set boundaries and definitely take time off for yourself. You are amazing and you deserve it!

Review your destination’s health and safety protocol before you book. Each business will have their own interpretation on how best to keep their guests safe. Pick options that match your comfort level. Turn off the TV and devices. Extended screen time causes physical strain and is emotionally draining. Go on a “digital diet” on your trip. Bring a few “at-home” COVID test kits with you. Test yourself for safety and peace of mind.

PET BOARDING & DAYCARE

By Mikaela Vargas Whether or not you’re new to the pet industry, it’s pretty evident that the market seems saturated. There are many pet businesses out there offering similar services, some of which may even be local to your area.

et business owners are nearly always asking themselves how they can differentiate themselves and truly stand out among all the rest. It’s not uncommon to have this worry. Are you even a business owner if you aren’t at least a little concerned with the competition? It’s even natural to tell yourself that you’re not going to really stand out and just hope for the best because it’s been working “okay” so far. But the truth is, not only is it possible for you to stand out from the rest, but you can also have the benefit of resonating with better-quality clients who are loyal, who spend more, and who want to work with your business and your business only. How? By focusing on your onboarding and client user experience! One of the biggest mistakes that pet business owners make when designing their websites is operating under the false impression that simply having a website and leaving it up will attract traffic and revenue. Not only that, but there are many different misconceptions about the impact your website has on your business. In 2021, it goes without saying that almost everyone is online and trying to save time. That means user experience should be of the utmost priority. Here’s

PET BOARDING & DAYCARE

how you can start thinking about the onboarding and client user experience for your pet business: Brainstorm and Write it Out As with any project, you should spend time beforehand doing some brainstorming about your current process. And that doesn’t mean just sit down and think; it would help you to actually sit down with a pen and paper to go over everything. Write out a step-by-step play of what your current client onboarding process is like. Then, write out how many hours (truthfully) you’re spending doing client-facing administrative work: booking, scheduling, emailing and so on. You wouldn’t be alone if you found that you were spending a lot more time than you thought you did. Trust me—the minutes add up! Then, ask yourself what can be automated or outsourced. Are your processes outdated? What questions are clients repeatedly asking you? Where do they typically get stuck that requires you to have to come in manually to help? Are you keeping up with market trends when it comes to utilizing software? Walk a Mile in Their Shoes Pet business owners are clients and

IT’S TIME T

FETCH YOUR NEXT DREAM

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Visit NVA.com to learn more and hear other success stories.

customers themselves of the companies they love, but it’s often hard to understand how your own business is truly being perceived. You always want your clients satisfied and happy, of course, but—aside from the occasional frustrated and rude client—most people don’t think it’s worth taking the time to offer feedback about what you’re doing, especially if they’re getting what they need at the end of the day. So, be your own client and start from the very beginning (or perhaps ask a friend to do this for you so you can get an outsider’s perspective). Do your best to observe, objectively, what it’s like to arrive at your website and

find the information you might need as a potential client, right down to using the contact form for more information. Is there a FAQ page? And, if so, what kind of information does it offer you? More importantly, start from the beginning when it comes to the booking process. If you’re currently using software, sign yourself up and fill in all the required information every step of the way, including booking your service. Doing all of this will help you gain even more clarity on what your current onboarding process looks like. How long does the process take you? Did you get confused along the way? Where did you need more support?

Invest in Time-Savers This is where that brainstorming activity will come in handy. So, you’ve added up the minutes and hours and realized you’re spending an exorbitant amount of time doing the back-and-forth tango with potential and current clients. It’s a hard pill to swallow but, face it—this is time that could be spent taking in even more clients. Having a more streamlined and efficiently- run business means freeing up a ton of space and time. And having your business run like a well-oiled machine is not out of reach—even for super small pet businesses! Too often pet business owners fall into the trap of thinking that efficiency relies solely on more employees. But actually, the more cooks you have in the kitchen…well, you know the saying…things can get even messier. Here are some time-savers to invest in: 1. Email Templates. It might seem like a nice touch to write out personalized emails each and every time, but you can still make your client communications personal without losing so much time. Email templates also ensure that nothing is missed or miscommunicated, and (bonus!), you’ll be more likely to secure clients when they see a professional and branded business email. All you have to do is pull in your template, customize a couple of words as necessary and hit send! 2. Automatic Call Schedulers. Rather than have a back-and-forth email exchange with potential clients to schedule that first, crucial phone conversation, consider using an automatic call scheduler. That way, clients will be booked to talk to you immediately, and you increase the chance that they’re going to follow through with that call. It also ensures

PET BOARDING & DAYCARE

that you’re not tending to other business or with another client when this prospective client calls you back. With call schedulers, you can set the times that you’re available so they don’t get missed and you’re not distracted. 3. Booking Software. This is a huge one because it is also one of the ways in which you will be keeping up with market trends and making sure your processes aren’t outdated. It’s probably one of the most important investments you’ll make for your business, and the number of benefits are truly outstanding. It’s professional, easy for both you and your clients, and will make you more money. Simple as that! And while I know the pressure for software out there is intense (most professionals and industry experts will recommend it to any business owner), it’s for a good reason. I haven’t yet had a client unhappy or disappointed once it’s implemented. In fact, it’s typically the other way around. While they’re stressed with the amount of work upfront, they don’t realize the capacity it can handle, giving them the opportunity to work on other things in the business. It’s truly one of the best things you can do for your pet business. Add Flair to Your Onboarding Process Like you, people are trying to save time. They want a service that’s easy for them to get. That means that before they even get in touch with you, they’re on your website trying to figure out what your booking looks like and what the process will be for acquiring the services you offer. Having a booking page on your website is the surefire way to make that kind of information accessible and easy to understand. It’s literally as simple as 1, 2, 3: having a page that lists out what will happen every step of the way. Potential clients will be able to see if your process works for them, and they’ll make a quick decision about whether they want to work with you. Along with a booking page, you can offer a welcome packet or PDF that is a more detailed outline of the process and all the services you offer. Don’t just go over

your process, but include commonly-asked questions, your prices according to service, how to use your booking software to get started, and add a personal touch by talking about yourself and what kind of business you’re running. Keep in mind that this isn’t just about saving time and securing clients, but it’s also about presenting your business as a professional, branded enterprise. There is a lot to manage when running a pet business, but too many pet business owners overlook the client onboarding process because when they’re thinking about standing out, they’re trying to think big. Of course, it’s still important to think big; but it’s the little things like onboarding your clients that will make an enormous impact on your business and success in the future. And, fun fact: by allowing your clients to take small steps before officially working with you, you’re following through on the Cialdini Commitment Concept.1 In essence, once they make even a super small commitment with you, say like scheduling a call or creating an account, they’ll be more likely to make bigger commitments to you in the future. No matter what, though, you should always keep in mind that not every

business is for everyone. Some people resonate strongly with other businesses and that is okay…in fact, that’s better for your business! By attracting only the right people who resonate with your process and what you offer, you’ll work with clients who value your expertise, don’t question your prices and will be more likely to stay brand loyal. That’s a business worth growing—and one you’ll be happier to build! References: 1. The Principle of Commitment and Behavioral Consistency. 2018. www.nngroup. com/articles/commitment-consistency-ux/ Mikaela Vargas is the founder of Pet Marketing Unleashed, a company focused on helping petpreneurs build optimized and stress-free pet businesses through web design, VIP Days, website & template shop, and education. She is all about creating systems and strategies that reduce stress and get pet businesses working while away from your desk or out with the dogs! Mikaela is also the host of the Facebook group, Unleashed Petpreneurs, a community filled with other pet industry entrepreneurs looking to upscale their marketing, processes, and websites with ease.

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PROFILE OF SUCCESS

By Kathy Hosler Photos provided by The Ark Pet Spa & Hotel

PET BOARDING & DAYCARE

THE PERFECT CHOICE

hen Jay Floyd, Founder and CEO of The Ark Pet Spa & Hotel, set out to create an all-inclusive pet hotel, spa and daycare where pets of all kinds could have fun and feel safe and loved, he had no problem finding a name for it. “The name came easily to me,” said Jay. “Every animal Noah took on the Ark was safe and well cared for. As I reflected on what The Ark represents, I knew it was the perfect choice.” Initially, Jay was not involved in the pet industry. He was in advertising and became a real estate developer, and he fully expected to stay in that career. The plan to open and operate

multiple pet care facilities—and then franchise his model throughout the United States—changed his career path. And, through The Ark Pet Spa & Hotel, this lifelong pet lover has found his niche and has never been happier. “As a kid growing up, I had the usual pets—dogs and cats,” said Jay. “And I also had other pets like turtles and guinea pigs. Fast forward to 2003. I was living in Los Angeles and needed to find a loving, caring place for our Rottweiler, Sophie, while our family went out of town for a vacation. “We found places that would care for Sophie's needs, but none of them made me feel that she would be comfortable, safe, and also have fun while

PET BOARDING & DAYCARE

she was there. That's when I first got the idea for The Ark,” Jay shares. That idea continued to grow, and soon Jay was formulating his plan for a full-service pet care facility for domestic pets; dogs, cats and small exotics. His goal was to provide premium care for the pets, along with peace of mind for their owners. The happiness and safety of each pet was paramount in his mind as he designed the facility. His objective was to have boarding, daycare, grooming, and a pet bakery and market all under one roof. Jay wanted to do everything right from the beginning, so he took his time, did his research and planned

To complete his

theme of having

everything under

one roof, he would add a pet bakery, raw bar and

market. He already had the name: Slobberbones

Bakery and Market.

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everything out. He wanted the dogs that were boarding at the Ark to stay in private, air-conditioned rooms with soothing music playing throughout the building. They would enjoy full-service accommodations and participate in daycare. It would be a “free-play” facility. The daycare dogs would enjoy all-day group play with other dogs of matching size and temperament. The spacious outdoor areas would be equipped with synthetic turf and the indoor areas would have rubberized floors. And, twenty-four-seven, live-streaming webcams would allow owners to see their pets having fun. His design placed the cat boarding, complete with spacious condos and play equipment, in a completely separate area that has its own HVAC system. The grooming department would be state-ofthe-art, use all-natural products, and offer full grooming and spa service packages. To complete his theme of having everything under one roof, he would add

The owners loved the

personalized care their pets were given, and

being able to board their small exotics at the same location as their cats and dogs was a real bonus.

a pet bakery, raw bar and market. He already had the name: Slobberbones Bakery and Market. It would sell customized, freshly-baked pet birthday cakes and cookies, all-natural pet food, treats and supplements, as well as toys and pet merchandise. Jay also knew that a great staff was crucial to the success of his plan. First of all, they would have to be animal lovers. Jay decided that all of the “crew” members of The Ark would be CPR and Pet First Aid Certified, and would also certify in Play Group Management and Dog Body Language. Continuing education and team safety meetings would be an important part of their program. Jay moved from California to Chattanooga, Tennessee and kept on tweaking his business plan model. When he found a great location in Chattanooga, Jay knew it was the time and the place to go forward and “build The Ark.” When the flagship location of The Ark Pet Spa & Hotel opened in 2006, Jay was able to implement everything he had designed. All that careful planning really paid off. The owners loved the personalized care their pets were given, and being able to board

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their small exotics at the same location as their cats and dogs was a real bonus. The convenience of having everything under one roof made The Ark very popular with pet lovers throughout the community. Through their website, thearkspa. com, people can get information about all the services and requirements of the facility. There is a convenient online guest portal where owners can check and update their pet's vaccinations, view photos, check pet report cards, pay their bill or request additional services. The economy took a severe downturn in 2008, but the Ark continued to do well. So well that they needed to expand. In 2011, their second location opened. Even then, demand for their services continued to grow. More Ark Pet Spa & Hotels opened in places like Atlanta, Georgia and Huntsville, Alabama. Before long, there were six Ark locations. “For some time we had been thinking seriously about franchising,” said Jay. “We began to build

“When a franchisee

comes on board with us, we are with them every step of the way. About eight weeks before

they open their own

facility, new franchisees

come to the home office for training.”

– Adam Harbin, Vice President of Development

our corporate team, and have recently launched franchises nationwide.” Adam Harbin, Vice President of Development, has been instrumental in the growth of the Ark model and brand. “It takes a lot of time and effort to build a great team,” says Adam. “Our mission is to create quality facilities, crew members, procedures, and operations.” “What makes the Ark franchise unique,” adds Jay, “is our front-end site selection on the real estate side, also our back-end training, along with the fact that we are open to all domestic pets. We are excited about being in this space.” This June, The Ark was named “Franchise of the Month” by Franchise Journal. Their most recent franchise has been awarded to a dynamic mother/ daughter duo in Salt Lake City, Utah. “We've spent years developing our operations manual and handbook,” says Adam. “We leveraged technology—digitized the operations manual into the Ark University. Our unique online learning management software will take franchisees through each of our training videos on topics such as how to sanitize, how to check a dog in and out, etc. It includes both video courses and text copies.

“There's nothing like ‘hands on’ teaching,” Adam continues enthusiastically. “We are creating an internal intranet. We call it ‘The Bridge.’ It's basically a website strictly for our franchisees and managers. They can internally message each other. Through a collaborative, everyone is working together as a team. It will be an easy way to get information from corporate, to managers, and down to the crew.” “We have been successfully active in this space for 15 years,” says Jay with a beaming smile. “We came in with a lot of experience. That keeps our franchisees from making lots of mistakes; we've already worked them out. We make everything from signing the agreement to opening the doors as turnkey as possible to make it easy for them.” “When a franchisee comes on board with us,” continues Adam, “we are with them every step of the way. About eight weeks before they open their own facility, new franchisees come to the home office for training. They shadow the managers and crew. And, before, during, and after their grand opening, we are with them at their facility.” From the first flagship location in Chattanooga, Tennessee to the most PET BOARDING & DAYCARE

recent in Salt Lake City, Utah, the pets who visit any of The Ark locations are as safe, happy and well cared for as those who were on the original Ark!

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FACILITY

THE REAL-TIME INFORMATION

ADVANTAGE OF

Digital

Charting By Garret Tadlock

our team just got a call from a client who picked up their pet from your facility a few hours earlier. It could be one of a hundred different things; a scratch, a bad smell, a hot spot, remaining pills/medication, loss of appetite, loss of weight, etc.…What do you do? What do you say? Dealing with difficult client conversations is something that you need to be well prepared for, but hope you don’t have to have. These calls can be an opportunity for your business to shine or, if you haven’t planned properly, they can be a ticking time bomb waiting to blow up your business. After working with thousands of facilities and seeing the successful outcomes versus the less-than-desirable outcomes, there are clear advantages of real-time digital charting when delivering world-class pet care. By leveraging digital charting, you can ensure your processes, policies and staff responses will line up with your vision, passion and the mission behind your business and brand. The Digital Difference Client trust is broken when information is not immediately available. For facilities who are recording pet care details on paper run cards, notebooks or sticky notes, they are at a disadvantage. They can only say what they think, such as, “I’m sure our team did XYZ… but let me pull the run card, talk to staff, and get back to you shortly.” Even when the client is called back within 15 minutes, given all the details and told the team performed everything perfectly, the client experience is less than ideal and many clients have doubts about the accuracy of the reported details. 32

Charting everything in real-time not only helps protect you and your business, but it also gives your facility and staff the opportunity to shine when a client has questions, comments or concerns. If your facility is using digital charting for pet care, that conversation is going to look very different. Charting everything in real-time not only helps protect you and your business, but it also gives your facility and staff the opportunity to shine when a client has questions, comments or concerns. Digital charting allows your team to use phones and tablets to improve documentation, staff communication and reinforces the brand message about your facility while delivering the highest quality of pet care. Nose to Tail In-Take Assessment When each guest arrives, a nose to tail assessment should be done for every pet. When your team notices anything abnormal, it should be documented with notes, pictures, and both time and employee stamped. This improves quality of care and staff communication because each shift has a clear understanding of which guests require a little extra attention. Above and beyond that, it will build an even greater level of trust when you can share your observations with the pet parent during check-out and have real-time documentation to back it up. Real-time charting and the right

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Medication Tracking Every facility has a few clients who love their fur babies so much that they get tricky with pill counts. Maybe they decided to include one or two extra pills for the lodging stay to make sure that your team’s attention to detail is 100% accurate. When that pet parent calls back after check-out to express their concern and you can’t provide real-time documentation, the client trust and experience is drastically diminished. However, if during that phone call your front desk staff is equipped to provide a time, date and employee stamp for each medication that was delivered, the level of trust and their thoughts about the quality of care provided by your facility are elevated. Food Consumption Tracking Just like those tricky pill-counting pet parents, a few are also diligent about weight tracking before and after lodging stays. While an increase in activity during a lodging stay can assist in weight changes, having a real-time log of when each guest was fed, how much food was consumed and which employee provided the feeding reinforces your message of delivering the highest quality of care. Having the historical feeding logs can also provide your business an opportunity to elevate your customer service and provide personalized recommendations for guests who have a history of being light eaters the first few days. Elimination Tracking Elimination tracking can prevent a catastrophic health crisis for a guest with an issue that the pet parent might

PET BOARDING & DAYCARE

not have been aware of when they left on vacation. Creating staff alerts for guests who haven’t had eliminations or who have had abnormal eliminations will allow your pet care team to focus a little more attention on specific guests and identify issues before it’s too late. Digital charting provides the ability to document the time, date and details of eliminations. All abnormal eliminations are documented and all in-house pets have a status to make it easier for all pet care staff to provide exceptional care. Incidents & Injuries Every pet business has incidents and injuries, but how they document, communicate and resolve the issue can be the difference between average and exceptional pet care. Tracking department, classification of incident, descriptions, actions, resolutions and applicable employee notes in real-time will ensure that any staff that has a conversation with the client is prepared, and that the business owner can identify opportunities for optimizing processes and policies that reduce incidents and injuries based upon trends over a period of time. Digital Groom Cards & Targeted Compliance Texts Pet parents like to see consistency when it comes to grooming; consistency when it comes to the look of the groom, but also the price and frequency. Having the ability to store digital images for preferred cuts for pets based upon feet, tail, body and face can make a world of difference. Groomers are getting busier and busier, and getting an appointment now is becoming more important than getting an appointment with a specific groomer. If the owner of a goldendoodle waits 10 weeks between appointments, nobody

is going to be happy. The pet is going to be super uncomfortable and the owner is going to be upset that their dog is getting a shave-down. And, the groomer is going to be unhappy because it will be a more difficult groom and they will have empathy for the goldendoodle enduring the longer groom. Using charting with targeted messages to send reminders to pet parents who haven’t had an appointment in four to six weeks can fill the schedule plus improve the customer, pet and groomer experience.

that documents feedings and meds, but is missing body checks, eliminations or detailed incident tracking. For those of you who followed your passion for animals and want to make sure your team is delivering on your promise to provide world-class pet care, don’t sit back and put off making a change. Take the next step and do a bit of research on what systems are available and are best for your business.

Garret Tadlock is Founder & CEO of PawLoyalty (www.pawloyalty.com) and has worked with thousands of Pet Care Professionals over the past decade to improve the pet & parent experience, educate staff on data-driven decision making and improve profitability across Daycare, Groomers, Trainers & Boarding facilities. With a proven track record in technology and automation, he always provides actionable tips & tricks that can be implemented by any facility (big or small, new or seasoned).

Making the Transition Over the past five years, the technology available to the pet care industry has continued to rapidly change. If you are reading this and feeling a bit overwhelmed by your outdated processes and the thought of upgrading to a system that supports digital charting, you aren’t alone. The good news is that it doesn’t have to take weeks, cost thousands of dollars or require hundreds of labor hours to upgrade your system and processes. When finding the right system to upgrade to, you will want to look for a few key criteria: 1. Staff Training. When making a shift that impacts pet care operations, you will want to make sure that staff training is included both for current employees and all future new-hires (especially if you have a decent turnover or seasonal team members). 2. System Access. Having the ability to control who can access the system, what they can see and from where they can access the software will be critical to maintain data security and prevent staff from making potentially bad decisions outside of work. You will want to make sure you have the option to restrict users based upon IP addresses. 3. Complete Digital Charting. If you are going to spend the time, money and staff hours to upgrade, you will want to make sure that you can document everything digitally. Don’t settle for a system

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MADE IN

CATS

By Lisa Smith Unlike canines, cats seldom look up to their caregivers as the center of security and safety. They will cuddle, sleep or eat when they want. It is what we love about our feline companions. But it can also be a danger. 36

PET BOARDING & DAYCARE

cat could have an eating

Painful teeth and gums,

disorder, and the owner

fractured teeth, inflamed

could easily mistake it for

independence. But, that should not be

gums, teething discomfort

the case for pet professionals. As a pet professional, you should notice a cat

and other dental issues can

with an eating disorder and advise the

cause a cat to stop eating.

owner or act appropriately. Typical Eating Habits for Cats Cats living in the wild can tell us a lot about what our pets at home like and what they do not like. For starters, all cats are obligate carnivores—they must eat meat. Most cats in the wild are also solitary animals. They will hunt solo and eat alone at undisturbed (often hidden) locations. Cats in the wild do not like sharing food with other cats. Only a mother cat would share food with her offspring. Cats also like to eat their prey while it is fresh. Thus, the temperature and moisture levels are crucial. Our feline companions behave a lot like their cousins in the wild. Their eating habits are determined by instinct and learning. Domestic cats prefer their food to be: • Familiar. (They enjoy eating what their mothers fed them when they were kittens.) • Warm. (preferably at body temperature levels, mimicking the feel of a fresh hunt) • Served in a quiet and often hidden location. • Meaty. Cats also like to play with their food. It is a crucial enrichment activity that keeps them mentally alert. The food quantity varies with the cat’s age. Kittens will eat more food per pound of bodyweight than adult cats. Concerning the frequency, kittens also eat more frequently than adult cats. However, as they cross the one-year mark (and are free of health issues), an adult cat can live comfortably with one feeding per day. If a cat won’t eat, check if something

is off the norm. If the food or feeding conditions are not what a cat likes, adjust accordingly or advise the owner. However, if the feeding routines and food quality are what the cat typically enjoys, the cat could have a deeper problem. Why a Cat May Not Eat A cat could stop eating due to health issues, psychological issues or changes in the environment. Some cats are just finicky or dislike the food. Some of the health issues include: • Respiratory diseases. These can cause difficulty in breathing or

PET BOARDING & DAYCARE

affect the cat’s sense of smell. • Digestive system ailments. This can include diarrhea, abdominal pain, acid reflux and gut parasites such as worms, or more complex issues such as organ problems, tumors, deterioration of the cat’s gut flora, irritable bowel syndrome and other conditions. • Foreign objects. A cat can swallow inedible items like hairballs and bones which can obstruct the digestive canal and cause diarrhea and loss of appetite. • Dental conditions. Those such as

Cats love to eat what they were accustomed to when they were kittens. A cat that grew up on canned wet foods could have difficulty eating dry foods, so it is vital to introduce kittens to a variety of food from a young age. painful teeth and gums, fractured

stability can also affect the desire

foods could have difficulty eating

teeth, inflamed gums, teething

to eat. A recent loss in the fam-

dry foods, so it is vital to introduce

discomfort and other dental issues

ily, depression or changes in the

kittens to a variety of food from a

can cause a cat to stop eating.

household could trigger the loss

young age.

A cat can also abstain from eating

or conflict with other pets can also

such as:

cause the cat not to eat.

• Travel and changes in routine or

• Food issues. Flavor, shape, texture

When to Be Concerned It is easy to tell a malnourished cat from one that is well-fed but occasion-

surroundings. A shift of practice,

and freshness of the food can also

ally misses a meal. Some prominent

change in surroundings or motion

cause a cat to lose its appetite. Cats

symptoms include severe weight loss,

sickness can result in a loss of

love to eat what they were accus-

sustained poor appetite, lethargy,

appetite.

tomed to when they were kittens.

depression and anemia. Other signs

A cat that grew up on canned wet

include frequent diarrhea and vomiting.

• Stress and anxiety. Emotional

of appetite. A new family member

due to psychological and food issues

PET BOARDING & DAYCARE

If a cat exhibits a combination of these

manufacturers added or changed

Treatments for not eating in cats vary

symptoms, it should be checked by a

an ingredient. A slight variation of

depending on the underlying cause.

vet. Cats need to continue eating, even

the components could cause a cat

If the feeding happens within the cat’s

to turn away from the food.

preferred parameters and there is still

if the animal is obese. If a cat goes for a prolonged period without eating, it

• Avoid giving wet foods straight from

an issue getting the cat to eat, consult

could experience irreversible complica-

the refrigerator. Warm them to

a vet. The vet will check if there is an

tions which could be fatal.

body temperature first.

underlying health issue and recommend

What to Do For a Cat That Won’t Eat

Treatment for loss of appetite in cats depends on the cause. Therefore, it is crucial to consult a vet. After examination, the vet could recommend medical

• Keep a fresh supply of food. Some after opening the packaging. Some cats are even accustomed to fresh, home-prepared meals. • Create a stress-free ambiance where

interventions such as antibiotics, nausea

feeding takes place. Remember, cats

medication, fluid therapy, surgery, a

like eating solo.

diet change or appetite boosters. If the cat is healthy but won’t eat due to other reasons, these tips could help:

the appropriate treatment.

foods go stale or lose taste faster

Cat owners count on trusted pet professionals for informed opinions

• Switch the flavor, texture or shape

on many issues. A wild guess on why a

of the food. If the loss of appetite

cat’s eating behavior has changed, what

is sudden, yet nothing in the

caused it and suggested treatment could

environment changed, check if the

hurt your reputation and business.

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ANIMAL HEALTH

ALL ABOUT

INSULIN By Nyssa Reine-Salz, DVM, DACVIM

Insulin is a hormone produced

associated with remission. Several types of insulin are commercially available

by beta cells of the pancreatic

for diabetes maintenance. Just like with people, there

islets of Langerhans and it helps

isn’t an insulin product that is effective in managing

regulate blood glucose. Diabetes

every patient, and individual response to insulin

to describe partial or complete

manufactured for people is 100 IU/ml, which is

Mellitus is the scientific term

The concentration of insulin in insulin products abbreviated as U100. The concentration of insulin

lack of insulin, which results in

in veterinary insulin products is 40 IU/ml, which is

alteration of blood glucose.

abbreviated as U40. There are specific syringes man-

ufactured to be used with the specific concentration

iabetes in dogs is typically similar to Type

of insulin and it is imperative that these guidelines be

1 diabetes seen in people. It results from an

followed to avoid errors of administration.

inability to produce insulin, most commonly

The advantage of the use of U40 insulin in dogs

related to immune-mediated destruction of the pancre-

and cats is that because of the lower concentration,

as. Dogs with diabetes require lifelong insulin treatment.

the physical unit is larger; making it easier to see the

Diabetes in cats more closely resembles Type 2

therapy can be unpredictable.

small doses they typically receive. Human insulins

diabetes in people. A combination of insulin therapy,

are also divided by their expected duration and onset

dietary management and lifestyle changes are utilized

of action. The common categories are rapid-acting,

to manage diabetes in cats, and can even result in

intermediate-acting and long-acting. These terms are

a remission of signs in cats, though often tempo-

applied to insulin used for dogs and cats, but the true

rary. Most types of insulin used in cats have been

response is varied from patient to patient.

PET BOARDING & DAYCARE

MORE SERVICES MEAN MORE BUSINESS Take full advantage of the $100 billion dollar pet industry and expand your services to give your customers more of what they need and value. By adding a Pet Butler business to run in conjunction with your existing pet business, you can diversify your offerings and add a predictable and highly scalable recurring revenue stream.

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If you would like to explore the Pet Butler opportunity and learn more about the Pet Butler Stimulus Plan, please contact our Director of Business Development, Mark Potocki at mpotocki@petbutler.com.

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1-844-777-8608 | www.petbutlerfranchise.com © Pet Butler LLC. All rights reserved. | This information is not intended as an offer to sell, or the solicitation of an offer to buy, a franchise. It is for informational purposes only. Currently, the following states regulate the offer and sale of franchises: CA, HI, IL, IN, MD, MI, MN, NY, ND, OR, RI, SD, VA, WA and WI. If you are a resident of one of these states, we will not offer you a franchise unless and until we have complied with applicable pre-sale registration and disclosure requirements in your jurisdiction. PET BOARDING & DAYCARE

Insulins FDA

are managed well on Vetsulin® at 1-2 units/cat, twice a day.

in Dogs and Cats

the veterinary channel and should only be administered

Approved for use Porcine Lente

Vetsulin® is a veterinary prescription product sold through with U40 syringes.

Insulin is categorized

Insulin FDA

as an intermedi-

Approved for

ate-acting insulin

Use in Cats Only

and is a U40 insulin.

Protamine Zinc

The product was

Insulin (PZI) is a

first launched in the

long-acting insulin

US under the brand name Vetsulin® in 2004. In Canada and

sold under the

other countries, this product is sold under the brand name

brand Prozinc® and

Caninsulin®. It is a suspension of two different insulin prod-

is FDA approved

ucts—an aqueous portion, which acts more quickly, and a

for use in cats. PZI

crystalline portion for sustained activity. This unique property necessitates the labeling recommendation of vigorous mixing to assure the proper ratio of the two products. The labeled starting dose for dogs is 0.50 U/kg a day; however, only approximately one third of canine patients can be regulated on single daily doses. Many endocrinologists recommend a starting dose of 0.25-0.5 IU/kg based on an increased likelihood of patient response. Most cats

insulin is a 40 IU/ ml insulin and is used at a starting dose of 0.2-0.07IU/kg SC every 12 hours for cats. Prozinc® is a veterinary prescription product sold through the veterinary channel and should only be administered with U40 syringes. Prozinc® is not typically recommended for the management of diabetes in dogs and its use is extra-label.

PET BOARDING & DAYCARE

through most human pharmacies. Insulin Detemir is a long-acting insulin sold under the brand Levemir®. It is a U100 insulin that is manufactured for human diabetes management. The starting dose of insulin Detemir in dogs is 0.1 Units/kg SC q12h. Canine insulin receptors appear to be four times more sensitive than human receptors to insulin Detemir, and therefore may be hard to dose in small dogs. Unlike less potent insulin product, it is recommended that blood glucose be measured within the first few days of therapy to assure hypoglycemia is not present. Detemir is available through most human pharmacies. Insulin Glargine is a long-acting insulin sold under the brand Lantus®. It is a U100 insulin that is manufactured for human diabetes management but is often used extra-label in cats and less commonly in dogs. Starting dose for both dogs and cats is 0.25-0.5 IU/kg twice daily. Glargine is available through most

Human Insulins Extra-Label Neutral Protamine Hagedorn (NPH) is an intermediate-acting insulin sold under the brands Novolin® N or Humulin® N. This insulin is a U100 insulin that is manufactured for human diabetes management but is used extra-label in dogs. The starting dose is 0.3 to 0.4 U/kg twice a day in dogs. The duration of action in cats is often insufficient, so its use is not typically recommend. NPH is available

human pharmacies. The above dosage and drug content is strictly informational. All veterinary prescribed drugs and dosing should be followed closely for the pets under your facility’s care. Nyssa Reine-Salz is a graduate of the University of Florida, College of Veterinary Medicine. She completed an internship in Small Animal Internal Medicine and Surgery and a residency in Small Animal Internal Medicine at the AMC in New York, New York. After achieving Board Certification in Internal Medicine, Dr. Reine-Salz was on staff at the Animal Medical Center with a focus on nephrology and endocrinology until 2009. Dr. ReineSalz has worked for Merck Animal Health as an Internal Medicine Consultant with an emphasis on diabetic support since 2012.

Complete Cleaning and Disinfecting Program

ANIMAL CARE

Help Make Your Facility Cleaner andHealthier for Your Animals, Staff AndVisitors. Our solutions, like Peroxide Multi Surface Cleaner & Disinfectant, kill animal-related and human pathogens such as:  Canine

Parvovirus

 Canine

Distemper Virus

 Norovirus

(Feline Calicivirus) & Murine Norovirus

 SARS-CoV-2  Salmonella entérica  Escherichia coli  Other viruses

and bacteria

Disinfectant Cleaner

Simple Dispensers

Odor Eliminator Floor Cleaner

Area Cleaning Machines

Nationwide Service Foaming Sprayers

Laundry Program

Water and Food Dish Program

PET BOARDING & DAYCARE

For more information contact AnthonyEstamponi, Ecolab Corporate Accounts Manager at anthony.estamponi@ecolab.com

PET BOARDING & DAYCARE

THINK TANK

SIMPLE WAYS

TO GET

MORE LEADS By Fernando Camacho

ell, not only am I going to share with you

Do you want to get more leads coming in to your business? Do you want to continue to get leads coming in over time? Do you want to do it without paid advertising? I’m guessing you gave me a big “yes, yes, yes!” to all of those.

them to reach out to you with a quick message.

how you can get more leads to continually

To set it up, just follow these simple steps:

come in without any paid advertising, I’m

9 Search “Google My Business” in your browser.

also going to tell you how you can get them without

9 Sign up if you don’t have an account, or sign in if you already do.

doing much of anything at all.

9 After signing in, click “Messaging.”

Sound good? Let’s get to it!

9 Fill out the necessary information under the

1. Enable the “Google My Business”

Messaging tab.

messaging feature.

Google My Business (GMB) is a powerful tool for reaching customers. It can be integrated with

2. Put a chat feature on your website. You would be surprised at how many people view

your system to increase your ability to conveniently

your website and have questions but don’t want to take

communicate with your leads or customers. When

the time to call or email your business. Chat features on

someone Googles a category of business, most

websites are now becoming standard as text messaging

businesses that pop up have the buttons to call, save,

becomes our preferred method of communication.

get directions or access the website. You can make

Okay, here are some stupid questions for you…

The chat widget allows people to type in a quick

your business stand out even more, and reach addi-

question which then gets sent to you so you can

tional leads, by adding the chat/message option.

respond back to them. These messages, like most

Most people on mobile prefer to chat over calling

follow-up, are best if you get back to them as soon as

or emailing, and this simple feature makes it easy for

possible, so make sure whatever software you use for

PET BOARDING & DAYCARE

WWW.AQUAAIR-WETDRY.COM PET BOARDING & DAYCARE

this allows for you to get notifications on your cell phone so you can respond quickly and not lose the lead. 3. Get more Google reviews. Whether you like it or not, Google reviews have a BIG impact on your business. Studies show that people trust online reviews almost as much as a personal recommendation from a friend. And, many will not make a buying decision unless a company has the social proof of a lot of positive reviews. For reviews, Google is the king. Don’t worry about Yelp! (they are pretty much irrelevant now) or Facebook. Focus your energy on getting as many Google reviews as possible and create a process to bring them in consistently over time. As a general rule, shoot for 50+ five-star reviews and 20+ more than any of your competitors. In addition to the valuable social proof reviews provide, the more you have, the higher Google will rank your business in search results. Just doing these three things with my clients has greatly made an immediate impact on the amount of people that are reaching out, which has resulted in more clients and greater revenue. Thanks to the amazing technology available, this stuff is easy to do and easy to automate! Fernando Camacho (Fern) runs Overdog Digital, a digital marketing agency specializing in working with dog daycare and boarding facilities. He does private business consulting, staff training and helps pet businesses utilize modern resources to expand their customer base and grow their businesses. Fern is also the author of six books and is a speaker at national conferences and private events. To join The Dog Daycare Business Think Tank or ask a question, go to: www.facebook.com/groups/ dogdaycarethinktank

PET BOARDING & DAYCARE

ANIMAL CARE FLOORING BY THE ANIMAL CARE EXPERTS

INVESTMENTS SO SOUND YOU CAN WALK ON THEM!

Our seamless, low maintenance surfaces are easy to care for and perfect for both large and small animals.

DECORATIVE HYGIENIC

SLIP RESISTANT FLOORS

DURABLE & MAINTENANCE FRIENDLY

Achieve the look, functionality and return on investment you want and need! CONTACT US TODAY! 937-780-1075 info@permatekcoatings.com

www.AnimalCareFlooring.com PET BOARDING & DAYCARE

NEW PRODUCTS

Felaquatm Connect Water Delivery And Monitoring System For Cats Sure Petcare, the leading pet technology specialist, has launched the latest product in its connected range, FELAQUA CONNECT, a unique water delivery and drinking monitoring system for cats. FELAQUA CONNECT, designed in collaboration with leading veterinary behaviorists, allows you to keep track of a cat’s daily water intake via

the SURE PETCARETM App, while the smart water delivery system provides the cat with a source of fresh water. FELAQUA CONNECT has several cat-friendly features, including a wide, shallow bowl that mimics a natural puddle and presents water in a way that is more appealing and easier to drink than from a conventional bowl. FELAQUA CONNECT is available for purchase on Surepetcare.com

Animal Care Products, Inc. College Station, TX (979) 690-3434

Modular Kennel Systems Manufactured in panels (gate panel, isolation side panel, back panels) that are shipped direct to your shelter for easy installation. Available in stainless steel or corrosion resistant aluminum. Isolation side panels available in three colors (green, jade or blue). Pivotal hinged door that opens in as well as out. Adjustable base channel in side panels allows matching existing floor as well as preventing kennel to kennel contamination. Optional raised vinyl coated floors.

Restore to me the joy of your salvation and grant me a willing spirit, to sustain me.

Psalm 51:12 NIV Bible

LOOKING TO SHARE

YOUR PRODUCT?

www.lglacp.com

Custom Stainless Steel and Aluminum Fabrication For the Animal Industry 52

Clear Home Design Launches Hiddin Luxury Pet Products Clear Home Design is launching a new line of clear Lucite pet furnishings and accessories, under the name Hiddin. Featuring signature modern designs made from the highest quality Lucite, the line adds modern sophistication to functional products like pet gates, dog crates, playpens, beds and food bowls. Every product in the Hiddin line is made in the U.S.A. from BPA-free materials. Lucite is a superior material for pet products because it’s lightweight, impact resistant and easy to clean. Hiddin is making its high-style items available directly to the trade as well as direct to consumers and customization options are also available. For more information, visit www.shophiddin.com

PET BOARDING & DAYCARE

CONTACT

JAMES@BARKLEIGH.COM

RESEARCHED, TESTED, AND STUDY-BACKED

UV Disinfection for the Animal Care Industry

PATENTED

Infectious pathogens can live in the air for extended periods of time. Aerapy Animal Health’s ultraviolet (UV) germicidal irradiation helps keep the pets in your care and your staff protected by tackling airborne diseases. Aerapy Animal Health’s UV achieved more than a 99.9% kill rate of tested virus and bacteria pathogens including canine influenza, canine cough, feline calicivirus, parvovirus, SARS-CoV-2 (the coronavirus that causes PATENT PENDING

COVID-19), and more. EFFECTIVE AND RECOMMENDED FOR:

DE MA IN • •• ••

• • • ••

• Mobile Units

DUCE RO

• Veterinary Clinics and Hospitals • Boarding and Daycare Facilities

•

NO H A

ERICA

• P

O FUL

• Animal Shelters • Grooming Salons

PATENTED

PetAirapy is now Aerapy Animal Health — a new name to

87.1%

99.96%

reflect our ongoing dedication to healthy indoor environments for all animals (and the humans who care for them).

PUBLISHED STUDIES:

Journal of the American Veterinary Medical Association Field study from the Arizona Humane Society shows an 87.1% URI reduction in kitten nursery installed with Aerapy Animal Health’s UV equipment for in-duct and upper air. American Journal of Veterinary Research University study shows that Aerapy Animal Health’s UV systems achieved up to a 99.96% reduction when tested against pathogens including Bordetella.

FREE UV CONSULTATION

(866) 994-2473

AerapyAnimalHealth.com PET BOARDING & DAYCARE

Kage Kard Holder Sturdy aluminum card holder that keeps pet information where you need it!

3” x 5” Holds Run Kard 5” x 8” Holds Kenn-L-Kard Attaches easily to cages and crates Has holes for optional wall mounting Sturdy and doesn’t rattle! All-purpose hanger keeps leashes from getting misplaced or going home on the wrong dog

PRACTICALLY INDESTRUCTIBLE! 54

PET BOARDING & DAYCARE

Barkleigh Productions, Inc. barkleigh.com • barkleighstore.com (717) 691-3388

MEOW WOW!

A COMPLETE GUIDE TO FELINE GROOMING! Learn the best practices to create a safe environment for both groomer and feline from an educator who wants you to succeed—DANA CHAVEZ-REY, ICFS, IGMS!

INFORMATION ON TOPICS LIKE: Á Calm, holistic handling Á Feline body language Á Grooming tools Á Clipper maintenance Á Feline anatomy Á Toxins and dangers Á AND MUCH MORE!

PEEK inside

AVAILABLE NOW AT WWW.BARKLEIGHSTORE.COM PET BOARDING & DAYCARE

PET BOARDING & DAYCARE