Pet Boarding and Daycare July/August 2022

VOL 12 • ED 4

JULY / AUGUST 2022

AREAS TO CONSIDER WHEN PLANNING A NEW FACILITY

ROVER RANCH AND SPA: ONE FAMILY’S DREAM PHOTO BY ROVER RANCH AND SPA

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WHO IS DOING

YOUR SELLING?

MANAGEMENT

OF THE DIABETIC BOARDING PET

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

J U LY / A U G U S T 2 0 2 2

CONTENTS

WEB MASTER Luke Dumberth PRESIDENT Todd Shelly VICE PRESIDENT Gwen Shelly CHIEF OPERATIONS OFFICER Adam Lohr DIRECTOR OF MARKETING & CLIENT RELATIONS James Severs

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CONSIDER

WHEN PLANNING

A

NEW FACILITY

Animal Behavior Copyright JULY 2022. 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

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AREAS TO

Advocating for The Dogs at Your Daycare Facility

Business 10 Struggling with Staffing?

16 A Guide to Serving Your Clients in Pet Loss

Facility 28 Pricing a Day-Training Program

PET BOARDING & DAYCARE

Cats 44 Kitty’s Best Day Ever!

Animal Health 50 Management of the Diabetic Boarding Pet

Industry News 54 New Products

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5

ANIMAL BEHAVIOR

By Elissa Weimer-Sentner

A

lthough we have learned to communicate with dogs on a deep level, we still don't speak the same language. As someone who works at or owns a boarding and daycare facility, you probably have become adept at reading when your canine clients are comfortable and when they are not. I have trained pets professionally for over nine years and can attest that daycare and boarding are not ideal for all dogs.

Here are some tips on how your daycare or boarding facility can speak up for the furry customers who cannot speak for themselves.

1. Cater to the individual.

Many pet owners send their dogs to daycare to occupy them during the workday. Their aim is to give their dogs a chance to play and socialize with other canines. Since they are paying for services, they expect constant photos or a video stream of their dogs romping happily with other dogs. The problem is most dogs become stressed out by that level of activity.

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For dogs who are naturally shy or nervous, daycare is intimidating. Most dogs have trouble acclimating to a space with unfamiliar dogs. I usually suggest against daycare for my training clients because poorly-socialized dogs are thrown together.

The risk of something happening to set a dog back in its training progress is just too high.

Some dogs who are overwhelmed in a large room with 15 excitable playmates may be happy hanging out in a small space with two or three mellow buddies. Other dogs don't enjoy group time with other dogs at all, and that should be respected.

Helping pet owners understand what's best for their dogs is not always easy, but it's the right thing to do.

2. Allow time for rest.

Many well-meaning pet owners send their dogs to daycare much too often. It's a rare business owner that will advocate for less patronage, but speaking up for dogs is vital in this case. Let your clients know that enrolling pets in daycare five days a week isn't healthy. That amount of

PET BOARDING & DAYCARE

PET BOARDING & DAYCARE

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mental and physical activity overstresses dogs. Advocate that the owners work out dog-walking services to break up the rest of the week.

Dogs should be able to enjoy some alone time. However, crating dogs for more than five hours at a time is not the answer, so help pet owners figure out ideas for breaking up the workday. If owners insist they have no alternative to daycare, you should advocate that the dog be kept separately in an enclosure away from the other dogs for naps during the day. Educate pet owners that you are not advising this to make your job easier. The simple fact is that dogs who are active for eight or more hours without breaks will be overstressed.

Create a quiet space in your facility for intermittent relaxation. Some dogs will break apart from the pack to relax, but many need their own space. Your overnight lodging enclosures or suites are a safe space for dogs to rest.

3. Promote an open line of communication.

Make sure your team is comfortable speaking openly with pet owners about their dogs. Honest dialogue is critical.

When needs or concerns arise, it enables staff and pet owners to be on the same page and work as a team.

Train staff to administer regular behavioral assessments on dogs and discuss the results with pet owners. It's essential to monitor a dog's attitude continually. Just like people, dogs' tolerance levels and preferences can change as they mature.

Be open with pet owners about how their dogs are doing during the day. It's tempting to send everyone home with a cute bandana and say what a great time they had, but is that really best for the dogs? You're the professional, and pet owners will appreciate your honest opinion. If a dog is stressed out, nervous, and not thriving at your daycare,

let the owner know and work together to find a solution.

Open communication builds trust.

You may not always have the news your clients want to hear, but in the long run, honesty creates a loyal customer base.

4. Have a well-trained staff.

Perhaps the best way you can advocate for the dogs in your daily care is to ensure you have a well-trained and caring staff. Unfortunately, the staff members at many boarding and daycare facilities are uneducated concerning dog psychology and canine body language. Providing regular in-service education from professional trainers will keep your team up to date and on the same page when it comes to best practices in animal care.

There are a few daycares and boarding facilities that I recommend locally.

These facilities have trained staff and structured playtimes. Owners feel more confident sending dogs to your daycare if they know you and your staff have their pets’ best interest at heart.

Pet owners and dogs who come to your facility depend on you to advocate for them. Learn what is best for each dog in your care and take time to share this information with your clients.

Owner Elissa Weimer-Sentner established Paw & Order Dog Training (pawandorder. com) in 2013 in Pittsburgh, Pennsylvania.

Elissa is a certified Canine Good Citizen Evaluator and a member of the IACP and the APDT, and has been recognized as VIP Woman of the Year by the National Association of Professional Women. Elissa also served as a Combat Military Police Officer from 2007 to 2014. After graduating at the top of her class from California University of Pennsylvania, Elissa completed a highly selective Professional Dog Training Program as an outstanding graduate in 2012.

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BUSINESS

By Laura Laaman

T

he pet care industry recently experienced a welcome upsurge in business, giving

facility owners a chance to finally breathe…kind of. With COVID numbers on the decrease, stir-crazy people have flocked to airports and highways, and their pets filled our facilities.

Per the U.S. Travel Association, over 60% of American families have at least one trip planned this summer, while 85% of U.S. businesses are conducting business travel.

These improvements arrive right on the tail of a record-breaking labor shortage we’re still recovering from.

The unprecedented labor market left many business owners grappling for even just warm bodies. And the service industry has been hit particularly hard. With local businesses pulling job seekers in every

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PET BOARDING & DAYCARE

With facilities full of

pets once again, it’s

time to address these challenging staffing issues…but how?

direction, many owners resorted to hiring the first candidates they could get in the door. This meant high turnover rates, low employee morale, and, often, substandard pet and customer care. With facilities full of pets once again, it’s time to address these challenging staffing issues…but how?

Attract and Secure the Best Candidates Drawing in the best of your market begins with a quality job ad.

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An impactful ad describes who you are as a company, the expectations and responsibilities of the listed role, any career advancement opportunities and, of course, the joyful opportunity of working with pets!

Most hiring is done digitally, and some of the top job listings platforms include Indeed™, LinkedIn™, ZipRecruiter™ and Glassdoor™. It may

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to reach the widest applicant pool.

Have an Organized Hiring Process No matter where you post, you need to monitor responses as often as possible (ideally multiple times daily) and reach out to interesting applicants

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be best to post on multiple locations

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application). Your response is your nities than ever before, an applicant may send over 100 applications before receiving a job offer. If you respond quickly, your company and listing will be fresh in their mind.

The first response step is reaching out with a phone screening to see if the candidate is worth pursuing. By preparing a list of screening questions ahead of time, you can quickly get a sense of the candidate on the first phone call. If they appeal to you, offer to meet for an interview—soon.

Ideally, schedule the interview for

PET BOARDING & DAYCARE

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Paying more attracts more career-minded

individuals and gives you the opportunity to be more selective with your hiring choices.

notes during the interview. This way you can reflect on and compare each person individually to determine the ideal candidate for your role. After interviewing applicant after applicant, they can start to blend together and your memory will be fuzzy. Clear notes help keep your the same or following day. The key is staying in the forefront of their radar

Many companies will go a step

and acting quickly so another company

further and invite candidates to meet

doesn’t get to them first.

for a second interview. This gives you

After identifying some candidates

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impressions straight.

the chance to delve into deeper details

with good potential, the next step is the

of the job. Just as importantly, it’s a

first interview. A successful practice is

second opportunity to test the candi-

to ask each candidate the same set of

date’s punctuality and reliability—two

questions, and be sure to take lots of

necessary qualities in pet care.

PET BOARDING & DAYCARE

Pay Appropriately Unfortunately, many businesses don’t offer wages competitive enough for the current market. With nationwide pushes for a higher minimum wage (and the effects of increasing competition) many companies are offering higher pay with better benefits than ever before. If you haven’t yet, it might be time to find a way to step up. Paying more attracts more career-minded individuals and gives you the opportunity to be more selective with your hiring choices. Additionally, better pay increases retention and loyalty among your existing employees, too.

Many pet care workers currently

Pet care relies so heavily on the

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e d i u G A

s s o L in Pet Gray

By Christina

P

et lovers will tell you that losing a dog or cat is the same as losing a family member. Despite this, the pet grief journey is still a little misunderstood across both pet professionals and pet owners alike. And rightly so; finding the words or the right gestures is sometimes lost, and in a business, there are boundaries to consider, your level of involvement and much more.

In other words, like all grief, it’s a complicated topic that requires careful consideration. The following will provide some fresh ideas and actionable steps to manage pet loss experienced by the clients of your pet business.

Create a safe and comforting experience.

Your clients want a safe place to

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deal with personal issues like that of losing their beloved dog or cat. It’s a trying time with a lot of unknowns, uncertainty and questions, as you so well know. How you deliver on this experience from start to finish will reflect on your business, practices, and overall approach to service and client care. The bad times, if you will, and how they’re handled will set the tone for your client relationships moving forward.

In further exploring a comforting experience for your clients, it’s important to “get ahead of ” these tough situations so you’re adapted and better prepared to handle your clients’ needs. Start with a framework and establish guidelines—from the communication process, tone and style to the environment you’d like to create, and lastly, how post-loss support will be managed. Having this in

PET BOARDING & DAYCARE

place will serve as a helpful blueprint for training your team, too.

This isn’t meant to be a script or cookie-cutter approach, but useful building blocks to learn and grow from. More seasoned professionals can leverage lessons, learnings and hands-on experiences with loss to identify any needed improvements or fresh ideas to better serve clients moving forward.

To gauge where you’re at or where you want to be, here are a few questions you can ask yourself: ♥ Does your team need more education or tools? ♥ Is there more help or resources you can offer? ♥ Are your clients getting what they need from you right now? ♥ Do you feel well enough equipped to get through conversations?

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Pet Loss

Use all of your

marketing platforms

and materials to point

clients in the direction of pet loss support

groups or resources if/ when they need it.

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Answering these questions will reveal any blind spots which can then be corrected so you are better prepared.

Be transparent and open.

Now that we’ve covered how to create the right experience for your clients in their pet loss journey, another way to build off of this momentum is by offering proactive education.

It’s natural for people to avoid and only face loss when they absolutely have to. Loss, however, isn’t convenient and it never happens when you’re ready. It often leaves people feeling lost, confused, unprepared and fearful of the unknown. This mindset is something you can help shift by proactively arming your clients with helpful information, tools and resources so that they might be more prepared in the long-run.

Consider these actionable tips

PET BOARDING & DAYCARE

you can leverage right away, using some of the communication or media platforms you likely have in place: ♥ Include pet loss marketing materials at your business. ♥ Offer pet loss webinars or presentations at speaking events, local or otherwise, as helpful education. ♥ Incorporate loss-related FAQs on your website. ♥ Add a pet loss section to your client newsletter that you can continuously update with more relevant, related topics. ♥ Include pet loss topics as part of your social media program in an appropriate way. ♥ Use all of your marketing platforms and materials to point clients in the direction of pet loss support groups or resources if/ when they need it.

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By handling these sensitive

special gifts and keepsakes to

issues with TLC, empathy and

use in the memorial service and

compassion, your clients will

cherish long after is how some

likely gain more confidence in

are celebrating their pet’s legacy.

your services, business and part-

If you haven’t considered this

nership, which provides a very

idea yet, you can expand your

healthy outcome.

services to include pet memorial offerings, including planning,

Help them honor their pet.

Now that you’ve created a healing and helpful atmosphere

Help your clients celebrate their pets. This might include offering vendor suggestions for celebration-of-life planners, ideas and products like pet urns, decorations or memorial keepsakes.

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gifts and keepsakes. Here are a few ideas to consider: ♥ Help your clients celebrate

within your facility or business

their pets. This might

to deal with pet loss, you can

include offering vendor

take a more involved role in

suggestions for celebra-

post-loss, should it make sense

tion-of-life planners, ideas

for your business’s overall vision

and products like pet urns,

and growth goals.

decorations or memorial

More pet owners are embrac-

keepsakes. Additionally, you

ing celebration-of-life services to

can use your media outlets

honor their best animal friend.

to share memorial service

With this, buying unique and

ideas and tips to honor pets

PET BOARDING & DAYCARE

long after they’re gone. ♥ Consider creating loss rituals for your clients’ pets. This might

your clients in touch with these experts to help them through their

successfully manage through pet loss

healing journey.

and help your clients through the

include a short service after a death, lighting a candle, creating a video and more. This is a very special way to connect with your clients, too. ♥ Allow clients to host memorial

ups and downs of their pet loss grief Expand by offering gifts and

journeys.

keepsakes.

The power of simple gestures is

Christina Gray is a seasoned writer,

what gifts and keepsakes are all about.

long-time animal lover and Chief

They serve the purpose of creating

Design Officer with House of Paws, an

services at your facility. Another

joy in the moment and becoming part

consideration is to partner with

of the pet’s story. Consider retailing

other organizations that can do

pet lifestyle products as a way to

the hosting and perhaps you can

connect your clients with high-quality,

help facilitate or sponsor the

precious and special gifts. In the

event—an added bonus for brand

moment, they may need it not only for

awareness.

themselves, but for other pet lovers

♥ Pet loss therapists, mediums and

I hope this inspires new ways to

that lost a pet, too. The designs should

online pet lifestyle boutique featuring luxe and whimsical gifts and pet memorial keepsakes meant to spark joy and honor the legacy of the pets we’ve loved and lost. Christina covers pet loss topics and helps pet businesses and retailers expand their categories with uniquely designed, best-selling

related professionals are becoming

align with your business, business

an option for post-loss grief and

model, taste, aesthetic and more. And

products. She can be reached at cgray@

healing. Consider bringing in

these products can be made available

lilyanddovememories.com.

these resources for talks or getting

in your business, online or both.

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21

FACILITY

5

AREAS TO

CONSIDER

WHEN PLANNING

A

NEW FACILITY

By Scott Webster

Functionality, style and, most importantly, pet safety and wellbeing are all objectives that should be considered when planning a new or expanding an existing pet boarding, daycare or training facility. Consider the following expert recommendations for a successful project.

1

EXTERIOR

APPEARANCE An attractive exterior appearance presents a welcoming feel for not only clients, but also their pets.

A covered porch or even a drivethrough canopy to allow clients and pets to enter the facility and avoid the elements can be a striking yet practical feature.

Clients want to feel comfortable with leaving their pet in a facility that looks clean from the outside.

An exterior that is well-maintained and has curb appeal will give clients the feeling that the interior is just as

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well-kept and clean as the exterior.

If boarding or daycare operations are within a veterinary practice, a separate entry is a good solution for traffic flow and allows pets a shorter travel distance to their home away from home.

2

FACILITY LITY

CLEANING & SANITATION Will the dog enclosure areas be cleaned by using hose bibbs that are placed in locations for ease of use?

These offer an economical solution that allow employees to hose down

PET BOARDING & DAYCARE

the enclosures without the hassle of dragging hoses all over the building.

Will wet-vacuum systems be needed for a more user-friendly approach? These types of systems allow for quick connections to water and disinfectant in a wall-mounted port.

These ports can be located throughout the facility for convenience and to allow employees to work more efficiently. The same hose can carry the disinfectant mixed with water to eliminate the need to apply disinfectant directly from a container. Dryvacuum systems can also be utilized where cleanups are needed for hair or for traditional dry vacuuming.

What types of disinfectants will be utilized and how will they be dispensed? Do your research and speak to the different manufacturers to determine the best products for your facility.

PET BOARDING & DAYCARE

23

Trench drains in the back of the enclosures with the concrete sloped from the front to the drain work very well.

Traditional grated trench drains running through the back of the enclosures are the most common solution. Slotted drains provide the cleanest design, as solids can be washed into the drain easily and pushed to a catch basin using cleaning tools. A flush system might also be considered as it is extremely efficient in clearing the trench drains of wastes.

3

PROPER PE

VENTILATION

The use of well-designed mechanical systems is of critical importance in pet care facilities. Choosing a mechanical

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MADE IN

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engineer who has previous experience with boarding or veterinary design is the first key step in the early phases of conceptual design. Choosing an HVAC contractor is also important. Finding one that has had experience with pet care facility projects in the past is ideal.

HVAC design that focuses on isolation of various spaces within the facility promotes a healthy environment with essential indoor air quality. Preventing the spread of airborne contaminants and infectious diseases not only helps keep pets healthy, but also provides the staff with clean, conditioned workspaces. If an isolation space is included in the facility, it is important to design this space with negatively-pressured ventilation or a separate system that is only used for this space.

Exhaust fans in proper locations to remove stale air from the building and provide fresh outside air are also important design criteria for achieving quality results. Roof Top Units (RTU) or Dedicated Outdoor Air Systems (DOAS) are two types of mechanical equipment to consider in the design. The use of an Energy Recovery Ventilator (ERV) is a perfect supplement to the design and should be considered for energy savings.

4

TRAINING

& EXERCISE

SPACE

Keeping pets active while away from home is good for their health and happiness. If individual enclosures are installed on the inside of the building, outside runs can also be considered for the exterior.

Guillotine-style sliding doors on the inside of the enclosures can be opened to allow pets to exit the building into another run on the exterior.

A large outdoor play yard can also

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be a nice feature. A decorative, fenced enclosure can add to the aesthetics of the facility while providing a large space for dogs to run and interact with eachother.

Interior training and exercise spaces should also be considered in new construction. These spaces can add to the revenue that is generated during boarding and give a facility yet another offering to their clients. These spaces also allow for the ability to provide training classes throughout the entire year and not only when the weather is fair.

There are a variety of options for flooring for these types of spaces. A hard surface such as epoxy is a popular option that is durable and effectively withstands wear and tear. Rubber mat flooring with welded seams provides a nice option for comfort and is easy to clean. Synthetic grass systems in your outdoor spaces can put your facility on another level that most others do not have. These systems are low-maintenance and easy to clean.

Under-floor drainage and disinfection

systems can be utilized to clean and flush away urine.

5 SOUND

CONTROL

Controlling loud noises, such as barking, is crucial to the success of your facility. Sound levels inside pet care facilities can be harmful to dogs and puppies, and to the staff who care for the animals.

A properly-constructed separation wall between the enclosure spaces and other areas of the facility can greatly reduce the amount of noise. A very effective system consists of walls constructed of two stud walls with staggered framing

members with multiple layers of gypsum board on both sides of the wall, as well as between the framed walls, in conjunction with soundproofing batt insulation.

Utilizing acoustical wall and ceiling panels can greatly reduce noise within a boarding facility or training space.

Acoustical wall panels work well from the ceiling down approximately four feet, or even just above the height of the enclosure partitions. These types of panels provide a high Sound Transmission Class (STC) rating.

Interior doors can also utilize weatherstripping and bottom base seals, depending on the location of the door and where sound is to be mitigated within the space. These accessories can greatly improve the mitigation of sound where it is critical.

Scott Webster is Morton Buildings’ Project Manager. For more information on the design and construction of pet facilities, visit MortonBuildings.com

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PET BOARDING & DAYCARE

PET BOARDING & DAYCARE

27

PRICING A

DAY-TRAINING

PROGRAM

By Eve Molzhon

If you're looking to add a day-

training program as an add-on to

daycare for dogs that will receive

training during their daycare day, how do you price that?

T

o figure out the price of

make it at home for less than $1.

and consistency every day is really

day training (as an add-on

A day-training program add-on is

key to making this program work.

to your daycare price),

the same concept! You're offering a great service to somebody who is

program is a higher-dollar value

costs and determine what profit

already using your daycare service,

item. So, if you sell a day of daycare

you want to make on it. Don't

so this is a bonus for them.

for $45, your day-training program

think of it as what the customer

If you're offering day training as

should be that plus some extra,

is necessarily willing to pay—they

a three- to four-week program, just

because you're really spending a

know they have a problem (a

like after your kids go to grandma's

lot more time with this dog and

dog who needs some obedience

house, sometimes their attitude is

working on a lot of skillsets.

training) and they need a solu-

a little off. That is what can happen

tion—look at your costs and then

during day-training programs.

choose to allow dogs that aren't

figure out how much you want to

The dog is going home every night

daycare appropriate, so then

make above and beyond that.

and its humans might be allowing

you need to have a crate or an

Why do you buy coffee from

28

This style of day-training

you'll need to examine all your

With day training, you may

them to jump up or display some

enclosure for them to stay in

a coffee shop versus just making

other behavior you are trying to

while they're not being trained.

it at home? Because you're short

eliminate during training, so when

Remember to consider the cost

on time and you don't have fancy

they come back in the morning to

of that enclosure space as well,

caramel, whipped cream or an

daycare you have to refresh the dog

because that space could have been

espresso machine at home. So,

that the behavior is not acceptable.

reserved for another dog to stay in

you go to someone that can fix the

It just takes a little longer because

(if you offer boarding or day stays),

problem—which is giving you that

you have that interruption of them

and that would be lost revenue.

nice sugary drink that you're crav-

going home every night. Keep that

ing. You're spending $8 for a cup

in mind if you want to do a three-

your costs, most day-training

of coffee when you could probably

or a four-week program. Longevity

programs are priced over $1,000

PET BOARDING & DAYCARE

When you're thinking about

PET BOARDING & DAYCARE

29

for four weeks (depending on your

You might need extra leashes, a waist

even the ones that we use; they're just

local market), so you really need to

belt if you're going to go outside for

used for this example.):

look at your numbers. Consider the

urban training (which we suggest you

cost of having the dog in that crate or

do as part of a day-training program).

daily expenses and one-time costs. Daily

enclosure Monday through Friday for

So look at all of your costs and then

costs are going to be your labor costs

those three or four weeks, because that

figure out what you want to make for a

and kibble; items that are constantly

is a true cost.

profit margin.

requiring capital outflow every day of

Next, what is the cost of your han-

Let’s look at a simple example using

We're going to divide our costs into

training. One-time costs are things like

dler for labor? What is the cost of the

simple numbers. (We're not saying these

a pack of high-value treats such as hot

treats and tools that you might need?

are the numbers that you should use or

dogs or string cheese, a treat pouch, a leash or waist belt if needed, and a crate or enclosure space. Essentially, these are items that you buy (or account for) once for each dog and then don't have to replenish for the rest of the program.

The high-value treats will be used over the first couple of days. (You don't want to feed a whole pack of hot dogs or string cheese to a dog in one sitting; you'd only use a small chunk at a time.)

You can get more mileage out of these purchases than just a single session or even a single day.

Start out with the hourly wage for the trainer. We're going to use $10 per hour, although it may vary in your state or city, so make sure you pay attention to that detail. A day-training session usually runs 30 to 45 minutes, but we're going to round it up to one hour since the trainer is going to grab treats, perform equipment checks and probably fill out some reports, so it's not unreasonable to estimate an hour. There are three sessions per dog per day, which means our raw labor cost is $30 a day.

30

PET BOARDING & DAYCARE

STOP

Now, we have to account for FICA, Medicare and Medicaid, unemployment insurance and

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other miscellaneous costs that various government entities charge, so we're going to multiply that raw figure by 1.17 (to add 17% for payroll taxes and other miscellaneous costs). This brings our actual daily cost to $35.10 per trainer per dog.

The training schedule runs five days a week, so our $35.10 a day for five days means our weekly labor cost is $175.50. The training program spans four weeks, which means our total labor cost per dog is $702.

Decent kibble is going to run about $1 a cup, and you're going to need an average of a cup per session per dog, so $3 a day is a good number to estimate. Three cups a day is a program average; smaller dogs may take less, bigger dogs more.

And on the days you're using high-value treats, you may not use any kibble at all, but it's important to have a fixed cost for this.

A daily ration of kibble at $3 a day converts to $15 a week, and over the course of a four-week program, that is $60. At this point, we're standing at $762 for the program costs with just daily expenses.

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31

Throw in a couple of treat pouches—one

built into them, so you should use the

for the handler and one for the client at

cost of your crate space but not the

$5.50 each—and you just added another

labor. So let's say that’s $15 per day,

$11, bringing total costs to $779.

which adds $300 to your costs for the four-week program and bumps the total up to $1,079.

With labor and soft inventory, we've got the base costs for the program figured out and came up with a total of $1,079 per dog per program. Rounding this figure up

Now we need to figure the soft

to $1,300 isn't unreasonable in any way.

inventory. This is going to be the treats

Costs mount up quickly, and with some

and rewards that you use that have to

dogs you'll exceed this figure in extra time

be replenished. Starting with high-value

and supplies, but with others you'll make

treats like hot dogs and cheese is expen-

it back. So our cost based on this example

sive, but the dog will likely graduate from that quickly. An eight-count package of hot dogs runs about $1 and a 24-count of string cheese is around $5. Realistically, this should be enough to get you started with the dog, so our high-value treats are a fixed cost of $6 for the whole program.

Next, add the cost of your crate or

would be $1,300 per dog.

enclosure space where the dog rests between sessions and play time (or

The next question is, how much do

stays if it is not daycare appropriate).

you want to make? Consider the amount

However, this is NOT the same as your

of time you'll have to put in behind the

typical boarding costs because boarding

scenes to administer this program, the

costs have labor for feeding and let-outs

risks that you run and what you think

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your measure of success is going to be. A good figure for profit with this type of program is $1,000, typical retail market. So this financial model based on our numbers should come close to netting you $1,000 per month (per dog), which means the price that you charge the customer is $2,300 for a four-week day-training program.

This is just a guideline that can't possibly take into account the cost of living or other expenses in your area. It's also understandable if that price gives you pause. While we would encourage you to price this aggressively, we also don't know the economic factors in your region. If you're hesitant, then you may wish to price it at $500 for your profit rather than $1,000. You can always raise the price as you become busier, which is a nice problem to have.

The other point that you need to consider is whether or not you need to charge tax for this program. Some states and municipalities would classify this as a service and it may not be subject to sales tax, but other jurisdictions will tax any monetary transaction at all.

Check with your accountant before you

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The mission of Dog Handler Academy is to provide employers with comprehensive training material in a cost-efficient, consistent, and effective program. Our end goal is to create better handlers within our industry to ensure the proper care of animals.

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35

PROFILE OF SUCCESS

O

By Kathy Hosler Photos by Rover Ranch and Spa

36

PET BOARDING & DAYCARE

ur family has always been passionate about animals," says Max Bratman enthusiastically. "My parents, Liz and Marty, had a dream. They wanted to open a family-owned-and-operated boarding and daycare business. They envisioned a place where owners could be confident that their dogs would receive excellent care, and the dogs would be happy and safe."

After several years of intensive planning and development, the Bratman family opened Rover Ranch and Spa in Farifield, New Jersey. Sadly, just a few months after they opened, Marty was diagnosed with cancer and subsequently

passed away. However, armed with fierce determination and great love, the family continued to operate Rover Ranch, and to keep Marty's dream alive and thriving. Today, Liz and Marty's thirty-three-year-old son, Max, is heading the operation.

As a youngster, Max started as a “Ranch Hand,” and as he grew, he progressed through the ranks. This energetic young man has a unique perspective of the business, and he knows how every facet of it operates because he has done every job at the ranch.

"I was in the trenches for years before I was running the full operation," says Max. "When you experience each job from the base level up, you develop a special set of skills."

PET BOARDING & DAYCARE

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Owners can choose a cozy cabin, a regular-size suite or

LUXURY for their dog. Full-view glass doors and front panels allow the dogs to enjoy their stay in a comfortable, safe atmosphere.

Since Max came on eleven years ago, he has taken Rover Ranch and Spa to a new level: "Our revenue has tripled.

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mural-decorated, spacious indoor and shady outdoor play yards offer day-long enjoyment for the pups.

one-on-one basic obedience, leadership

the pups. The dogs are grouped accord-

had a big impact on Rover Ranch and Spa:

training, power training, and a board and

ing to their size and temperament.

"During the pandemic, everyone had to

train program. It has become a great new

alter what they were doing (since boarding

revenue stream for us, and helps improve

Max says. "It is the safest daycare.

was practically non-existent)," explains

behavior in the daycare dogs."

People are always amazed at how quiet

Like many other facilities, COVID-19

Daycare is one of the major parts of

Max. "We started an awesome dog

"We focus on Quiet Dog Daycare,"

the playgroups are while the dogs are

training program that has produced great

the business. Beautiful, mural-decorat-

socializing and having fun.

results for the dogs, owners, and also for

ed, spacious indoor and shady outdoor

"Our daycare is now operating at full

the bottom line of our business. We offer

play yards offer day-long enjoyment for

capacity with up to 60 dogs per day. The key is accepting the right kind of dogs.

That's why we have a mandatory Meet

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"We work with the dogs on an individual-needs basis to make sure they are a right fit for daycare," Max continues.

"It can be very complicated. There is a lot that goes into forming the daycare playgroups. But, the results are a really safe, enriching daycare for all the dogs."

At Rover Ranch, they have very high safety standards. Accepting the right dogs, having a well-trained staff and

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"My staff is everything," says Max. PET BOARDING & DAYCARE

"They are a huge part of my success. I am so proud of them, especially my General Manager, Jess Alomar. She is passionate about the animals, knows what I expect, and understands the business.

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"Our staff receives extensive training,” Max continues. “Every Ranch Hand is trained in dog psychology and

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communication, being a pack leader, and CPR. We cross-train our team members to do multiple jobs in the facility. So if there are ever any staff issues, I can put people where I need them."

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During the pandemic, Rover Ranch was forced to shut down for more

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than two months. Max used some of that time to completely rebuild their website, www.roverranchandspa.com.

Now visitors can take a virtual tour of the facility, see all the services they offer and even book their reservations online. The website also has a new chat feature—“Ask Max.” It goes to Max's cell phone and gives him a direct line of communication with the visitor.

Social media is also an important tool that Rover Ranch uses to connect with their clients and the community: "Facebook is the most powerful adver-

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So, what sets the multi-award-winning Rover Ranch and Spa apart from others?

"It's the individual attention we give to each dog, our 24-hour supervision, the safety we offer our clients, and the fact that we are a family-run business," Max answers.

He then adds, "It's hard work, but the passion is still there."

And that passion is leading Max to

“The pet owners love

fulfill a dream and vision of his own.

our posts and the

Rover Ranch and Spa is going to open a second location in the near future.

photos and videos we

"The next facility we build is going

share on our pages.”

to be my dream pet resort," says Max intently. "We are going to take the lessons we've learned from the past to create the ultimate in pet care."

When you follow your dream, anything

– Max Bratman, Owner of Rover Ranch and Spa

42

PET BOARDING & DAYCARE

is possible! Just ask the Bratman family.

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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 43

CATS

W

ith all those cat naps, how do we excite and provide the best care for the felines in our care? Impressing a creature that sleeps anywhere from 15 to over 20 hours a day and seems to have little interest in being in our facility—especially when the feline appears to despise us—can seem like an uphill battle. But with all these challenges, we can still create the best day ever for the cats we care for in our boarding facility, and that can be accomplished by establishing consistency and routine.

The Right Routine Setting and maintaining a routine goes a long way in comforting the kitties staying at your boarding facility. When the feline arrives, safely place them into their enclosure and give them some quiet time alone. This will allow them to feel comfortable enough to explore their new environment.

After they have settled in, develop a feeding routine. Establishing the order and way you address food, water, and the litterbox will create an expectation and develop a sense of security. Little things like giving them their wet food and taking out their water bowl then replacing their water bowl while adding kibble will help the cat know what to expect during the next feeding time. When the order is followed for every meal, it provides a sense of security that is helpful to build trust and helps make the cat feel safe.

By Deborah Hansen

44

PET BOARDING & DAYCARE

Remain Consistent Consistent schedules and procedures also help a cat feel secure in their boarding environment. When the cat has similar interactions from when they hear the first person enter the building in the morning to the time the last person leaves at night, it helps the feline feel confident they will be well provided for in your care.

Establishing and maintaining schedules and procedures also assures that every cat receives the best care possible at your boarding facility. One possible schedule

may look something like the following: 1. After arriving at the facility, say good morning and do a quick visual of all the enclosures to check for anything abnormal like vomit, diarrhea or blood.

2. Take care of any clerical work or facility business. (This is important because the cats will become accustomed to the sounds that are made during these procedures.)

3. Prepare and feed breakfast, keeping in mind that the order and routine used for feeding time will bring comfort to the felines.

4. Morning alone time.

5. Morning playtime, interaction with staff or designated time out of the enclosure.

6. A quick follow-up with the owners regarding the happenings of the day.

7. Mid-day meals.

8. Afternoon alone time.

9. Afternoon playtime, interaction with staff or designated time out of the enclosure.

10. Litterbox cleaning.

11. Evening meals.

12. A final walkthrough to assure water bowls are full and clean, there is nothing abnormal in the enclosure and to say goodnight.

13. The sounds of any clerical or facility procedures as the last staff member leaves for the evening.

Keeping the sounds and actions as similar as possible from day to day will help reassure the felines—from the skittish to the angry and every kitty in between—that they will be taken care of and that their owners will be returning.

Investing time and attention to consistent routines and procedures helps develop a sense of security for the cats in your care.

The regularity you develop during the first boarding stay will help the kitty adjust quicker to boarding during their next stay.

Comforts of Home Having something that smells like home will also provide reassurance to the cat that they are safe, their family loves them and will return for them. Having the family place a used pillowcase or shirt into a sealed bag before they leave can be a big stress reliever when given to the cat.

I would suggest spreading out the items the family brings that smell like home.

Giving these items to the cat in the middle of the boarding stay can make them feel like they are having the best day ever.

If the cat comes with multiple toys, I would put them in a sealed bag to keep the smell of home on them. Then I would divide the toys up so they can have a fresh toy at different intervals throughout the boarding period.

Family Follow-Up Those kitties that hide in the litterbox all day probably also hide under the bed most of the day at home, but the owners

still want to see that their cat is acting “normal.” So it is important to still reach out to the owners and let them know their feline is having the best day ever! Taking the initiative to reach out to the family with a quick text or picture helps to ease the anxiety or guilt the family may be feeling about leaving their beloved kitty in your care. Of course it is also important to discuss the cat’s normal behavior with the owner so you can recognize anything out of the ordinary and know when to be concerned. Having a supply of text message templates can help you quickly fill in the cat’s name and send off an original and unique message once a day.

The best day ever for a feline probably isn’t how we would personally imagine our best day ever. But with consistency, routine and following up with the feline’s family, every cat in your care can have the best day ever—even if they are cat napping the majority of the day!

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THINK TANK

By Fernando Camacho

T

he first question I always ask my marketing clients is, who is the one doing the selling? Who is the person that is interacting with the potential customer, trying to get them to make a purchase? Is it you, the business owner?

Unfortunately, in the dog daycare business, it usually falls upon whoever happens to be sitting at the front desk at the time the prospect shows up—which is usually your entry-level staff members; someone with very little experience, let alone any decent knowledge of how to sell. But is that the right choice?

I strongly believe that the person you have manning the

46

front desk should be one of your A-players. This is the person who is interacting with customers the most and can have the biggest impact on the experience people have with your brand and how much they will ultimately spend with you.

Your front desk person needs to be amazing, and they have to specialize in customer service. You need to find a real people person (something the dog business isn’t really known for—we typically get “dog people”), and I think they should be one of your highest-paid employees. Pay more money to get a great person sitting at your front desk who is going to be greeting and interacting with the customers.

PET BOARDING & DAYCARE

As the business owner, you aren't always going to be able to be there, so you need someone whose job it is to take care of your customers. They should know how to schmooze, and they should know how to sell. Your average minimum-wage employee working in the back with the dogs may not be the best-qualified employee to represent your brand. I’m not knocking them—they’re very valuable to your team—this just isn’t their skillset. The person the customers see the most is the face of your business. That person needs to be really personable and likeable, and they need to know how to facilitate the sale.

Doctors’ offices seem to screw

PET BOARDING & DAYCARE

47

this up all the time. For some reason (at least that I’ve experienced), the front desk staff at most doctors’ offices are not all that happy, patient or nice. Maybe they just know that we have a real need to be seen by the doctor and don’t care how we’re treated before we see them.

Here’s the thing though; I spend more time interacting with the front desk staff than with the actual doctor. If they are providing a poor experience, I’ll find

another doctor. There’s plenty of them.

The grumpy reception people make me not want to go there.

So, think about who you have at your front desk, and make sure they are well suited to represent your business and have been properly trained. If you have the wrong people there, you could be really jeopardizing the health of your business.

You have to empower them with the tools and the knowledge on how to correctly

ON AL S YC AR E PR OF ES SI DA G DO E BL PA EN T & CA CR EA TI NG CO NF ID

deal with people in such a way that customers want to buy from you.

It’s a specific skillset. That's why salespeople are typically paid a lot of money.

If they don't do their job, nobody makes money. Your appointed person needs to understand your various offers, overcome the typical objections and help people make the best buying decision for them.

I just want you to take a moment to think about who's typically trying to get people to buy things in your business.

Who’s talking to the customers? Who’s answering the phones? Who’s assisting them in making purchases?

If a customer picks up their dog and your desk person sees that their package of five days of daycare was just used up, they need to say something like, “Today was the last day of your five-pack. You know what most of our customers do?

They now go for the 20-pack because it will save you a lot more money. How does that sound?”

That’s a great, gentle upsell and will convert quite a few people if it’s worded and delivered in the right way. Unless you’ve trained your staff on how to sell, odds are they have no idea what to do, so they will usually do nothing. You’ve got to tell them exactly how to do it. Unless you've hired someone who's specifically good at selling, you need to train them.

This is important stuff, and if you don’t take control of the situation, you’re basically leaving your business up to the untrained teenager at the front desk.

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

48

PET BOARDING & DAYCARE

ANIMAL HEALTH

MANAGEMENT

DIABETIC

boarding pet

By Kate Boatright, VMD

J

ust like humans, pets with

require lifelong insulin injections.

diabetes have special needs

Usually these are given twice daily.

when it comes to feeding and

Ideally they are fed on a consistent

insulin injections. It is important that

schedule of two meals a day and a lim-

the pet care staff in a boarding facility

ited number of additional treats. Most

be aware of these needs and be proper-

diabetic dogs will also develop cataracts

ly trained to appropriately care for and

that significantly impair vision.

monitor diabetic boarders.

Feline diabetic patients may or may not be on insulin, as cats have the

Diabetes Mellitus In Canine and Feline Patients

potential to achieve remission and be managed with diet alone. Ideal diets

Diabetes is diagnosed in both dogs and cats. Most patients are older pets

for diabetic cats are low in carbohydrates and high in protein.

that are overweight or obese. Classical clinical signs include increased thirst, increased urination and weight loss.

All insulin products are admin-

There are a number of medical con-

istered by subcutaneous injection,

ditions that can cause similar clinical

usually between the shoulder blades or

signs, so if you notice a boarding pet is

the skin along the back. Staff members

drinking excessively during their stay,

who are administering insulin should

be sure to mention it to the owner at

be thoroughly trained and comfortable

check-out. This will allow the owner

with handling needles and administer-

to follow up with their veterinarian.

ing injections.

Canine patients with diabetes are insulin dependent, which means they 50

Insulin Basics

There are many types of insulin used in diabetic pets, but they fall into

PET BOARDING & DAYCARE

FIGURE 1 Veterinary insulin

PET INSULIN

syringe for use with Vetsulin® and ProZinc®.

Human insulin

HUMAN INSULIN

syringe for use with NPH, insulin glargine, and insulin detemir.

Note the difference in cap color and the distinction of U-100 and U-40 printed on the side of the syringe.

two categories: veterinary insulin (i.e.,

instructions if they are not printed on

the prescription label.

Vetsulin® or ProZinc®) and human insulin (i.e., NPH, insulin glargine, insulin detemir). The key difference between these two groups is the type of syringe

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used to deliver the injection. You should only use the syringe provided by your client, as using the wrong syringe can result in an overdose or underdose of insulin.

Veterinary insulins use U-40 insulin syringes while most human insulin products use U-100 syringes. To double check that the syringe is appropriate, you can look at the side of the syringe,

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where U-40 or U-100 should be printed (see Figure 1). Additionally, U-40 syringes will have a red cap while U-100 syringes will have an orange cap.

All insulin should be refrigerated, as this increases shelf life. For most insulin products, the vial should be gently rolled between the hands prior to drawing up a dose. The exception to

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this is Vetsulin®, which needs to be gently shaken. Ask your client for handling PET BOARDING & DAYCARE

51

Feeding and Activity Regimens Diabetic pets should be on a strict feeding regimen with limited treats. Pet owners should provide the normal food, treats and a feeding schedule to the staff at check-in.

Changing the amount, frequency or type of diet can result in poor control of diabetes and potential excessively high or low blood sugar.

For dogs, activity levels should be closely monitored. Ask owners how active their dog is at home when they are checking in. For a dog that is more active during their stay at your facility or participating in play groups, the potential for hypoglycemia (low blood sugar) exists even with normal diet and insulin.

Potential Diabetic Emergencies Diabetic patients can become sick if their blood glucose level becomes too low (hypoglycemia) or is too high (hyperglycemia) for an extended period

of time, which can result in diabetic ketoacidosis (DKA). Hypoglycemia is the more immediate risk and can happen quickly. This most commonly occurs in pets receiving too much insulin or not enough food.

Monitor pets during their stay for changes in energy level and appetite, as these can be indicators of potential blood sugar issues. Pets that are hypoglycemic may be lethargic or depressed, and severe hypoglycemia can result in seizures.

Diabetic patients should eat at least half of their meal before receiving insulin. If the patient does not eat or vomits immediately after eating, a half dose of insulin should be administered.

The pet's body still needs some insulin, but with lower food intake, the risk of hypoglycemia is higher.

Insulin overdoses are a serious risk for diabetic patients. The most common ways for this to occur is for a pet to receive multiple doses of insulin due to miscommunication, or for the wrong amount of insulin to be administered.

Be sure that your facility has clear documentation displayed for when insulin is administered, who gave it and how much. If you are unsure if a pet received

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an insulin injection at the appropriate time, do not administer an additional dose. It is much safer to wait until the pet’s next insulin dose is due.

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If you realize that a pet received too much insulin, contact a veterinarian immediately. Many pets receiving overdoses need to be placed on intravenous (IV) glucose supplementation until the insulin is out of their system. Acting quickly in the event of a mistake in

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insulin administration should prevent

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the pet from experiencing severe side

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PET BOARDING & DAYCARE

effects such as seizures.

When To Seek Veterinary Attention

The pet's primary veterinarian or

the veterinary clinic your facility uses for emergencies should be contacted in the following circumstances: 1. Insulin overdose (either wrong amount administered or double dosed) 2. Seizure activity 3. Not eating for two consecutive meals or consistently eating less than half of normal food intake 4. Vomiting or diarrhea 5. Changes in energy level, especially if lethargic or depressed.

If you are cornered that a pet has low blood sugar, rubbing Karo syrup on the gums can help to temporarily raise the blood sugar until the blood glucose can be checked. Any diabetic pet that is having a seizure should have Karo syrup applied to their gums as long as it can be done without an employee risking a bite.

Preparing For The Diabetic Boarder

While diabetic pets may be intimidating to accommodate, your facility can successfully care for diabetic pets with a little preparation and training. Be sure to get a thorough history of the pet at drop-off, including their normal feeding schedule, insulin handling instructions and activity level. Review insulin handling and storage instructions with your staff and ensure clear communication between all staff members to prevent double dosing or missed doses. Carefully monitor food intake, water intake, activity and energy level during the pet’s stay.

Keep some Karo syrup on hand and rub on the pet’s gums if you are concerned their blood sugar is too low. Finally, don’t hesitate to contact a veterinarian with any questions or concerns.

PET BOARDING & DAYCARE

53

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