Pet Boarding and Daycare March April 2017 by Barkleigh Productions

VOL 7 â&#x20AC;¢ ED 2

MARCH / APRIL 2017

WWW.PETBOARDINGANDDAYCARE.COM

Profile of Success

COUNTRY

CLUB

Pet Resort

Reasons Why BLOGGING IS

IMPORTANT

Also inside:

EXPO WEST program guide

and daycare

COVER PHOTO BY WENDY BROOKS PET BOARDING & DAYCARE

NOW TAKING NEW CLIENTS

Dreaming of starting a dog daycare? I can help you: • Get a realistic picture of what it's like to own a dog daycare (even behind-the-scenes) • Give you an idea of the income you can expect • Give direction on calculating your start-up costs • Serve as your "expert" when approaching banks for start-up loans • Help you decide if you should rent or buy a facility • Discuss potential rental or purchase properties • Much more...

Keynote Speaker At

and daycare

EXPO WEST

Is your dog daycare in the works? I can help you: • Look at your blueprints/rental space and help with design and layout • Give recommendations on products/companies • Review the must-have-items and what can wait, or would be a waste of money • Walk-through of my facilities including layout, products, & areas that produce the most income • Evaluate/formulate, your logo, "brand", website and all marketing material • Discuss potential rental or purchase properties • Provide paperwork such as enrollment forms, dog evaluation forms, etc. • Provide a training plan for new staff • Much more...

Already own a dog daycare? I can help you: • Evaluate all promotional materials; logos, your "brand", website, social media, etc. • Evaluate training material/suggest changes or provide use of our training materials • Allow you and your employees to have in-facility training at one of our locations • Be a "secret shopper" & help evaluate where you Also, Owns & Operates Pawtropolis

might need more customer service training • Be an on-call mentor for daily questions: ranging from daily operations to intense decision making • Much more...

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PET BOARDING & DAYCARE

STAFF and daycare magazine

PUBLISHER Barkleigh Productions, Inc.

MAR C H / APR I L 20 1 7

EXECUTIVE EDITOR Rebecca Shipman

CONTENTS

ART DIRECTOR Laura Pennington GRAPHIC DESIGNER Jenn Barraclough WEB DESIGNER Luke Dumberth PRESIDENT Todd Shelly

PROFILE OF SUCCESS: COUNTRY CLUB PET RESORT ANIMAL HEALTH

EXPO WEST program guide

and daycare

CHIEF OPERATIONS OFFICER Adam Lohr

PICKY EATERS

TIPS FOR PROACTIVE GOOD

EATING HABITS

Behavior

Animal Health

By Outstanding Pet Care Learning Center

A What Every Pet Business

It’s often a very difﬁcult

and emotional decision

Meeting Speciﬁc Training Needs: Packages for Every Age & Behavior

when a pet parent de-

Business

dog while they’re away

stand and take this re-

Facility 22 34

Industry News

from home. Top pet

care providers under-

Give the dog and their pet parent an opportunity to enjoy a trial visit; this can reduce the pet parent’s anxiety of leaving their dog. Since dogs often are sensitive and pick up on their owner’s feelings, having fun can help the dog realize your facility is a great place to be. This visit can also be helpful to acclimating a dog prior to the family leaving them for a long time.

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)

Proactive Steps Your Team Can Take The best pet care facilities have adopted various proactive protocols to help ensure pets do well while in their care. Here are some helpful tips.

If a dog tends to be sensitive to a new environment, they may also be sensitive to a change in routine or food. In these cases, it’s best to encourage the owner to bring the dog’s food from home so you can simulate meal time.

TRACK WEIGHT

A proactive approach to care is to

PET BOARDING & DAYCARE

CONTACT

SAME FOOD & ROUTINE

Good From Bad: Education, Certiﬁcation & Collaboration in the Face of Legislation New Products

sponsibility seriously.

TRIAL VISIT

MARKETING COORDINATOR Alex Robertson

Needs to Know about Parvo

cides to trust someone

else with the important job of caring for their

3 Reasons Why Blogging is Important to Your Web Marketing The Importance of Facility Tours

long with the dog’s overall safety and comfort, ensuring guests eat well is among the top on the list. Being proactive is an effective strategy rather than having to deal with an upset customer who complains her dog lost a lot of weight while in your care. When a dog is introduced to a new environment like a temporary home away from home, it’s common for them to go through an adjustment period. This adjustment period means the dog may develop a selective appetite or even skip a meal or two.

DIRECTOR OF MARKETING James Severs

15 Tips for Navigating a Construction Project Epoxy & Other Resinous Floor Coatings For Your Facility

PET BOARDING & DAYCARE

Copyright March 2017. 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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ANIMAL BEHAVIOR

Specific MEETING

Training NEEDS

PACKAGES FOR EVERY AGE & BEHAVIOR By Kama Brown

Meeting specific training needs by offering additional packages to a dog’s boarding and daycare visit is an excellent way to improve a dog’s behavior and experience while maintaining high customer satisfaction and sales.

Senior Dogs The unique training needs of senior dogs are comfort, physical health, and senior–specific enrichment. Keeping hind-end muscles from atrophy in senior dogs should be a high priority. Low resistance exercise can help and a senior program should include swimming, underwater treadmill, balance disks, walks on sandy or mixed earth paths, and stretching. Stretching is particularly easy for all staff to practice. Using small, low calorie treats, hold the treat just behind the dog’s shoulder while they eat it, alternating sides for balance. Depending on the size of the dog, providing 1—5 inches of thickness for sleeping surfaces is best. Tempurpedic and chew-proof bedding is ideal and will hold up the longest while providing

PET BOARDING & DAYCARE

quality support. Place non-slip mats underneath beds and bowls to keep them in place. Scent games are a favorite of all dogs and nose work is the canine sport that still holds a competitive edge for senior dogs. Keep small cotton pads or cut up q-tips in a jar and add 5—7 drops of essential oils to the edge of the jar’s opening. Do not place the oil directly on the cotton. Secure the jar lid and allow the oil and cotton mixture to sit for a few hours. Take a few pieces of q-tips or cotton out of the jar and place in a metal tin or small box. While holding the tin or box, introduce the dog to the odor and pair the scent with training treats by dropping treats on top of the tin or box for the dog to eat. Move the container around the room and back the dog up so they

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Scent Games Scent games are a favorite of all dogs and nose work is the canine sport that still holds a competitive edge for senior dogs.

must walk over to the container to smell and eat treats. Next, hide the box under a towel, then behind a large object and then a few other accessible places. Now instead of placing the food on the box, wait for the dog to find the box and reward with the food. Once the dog is happily looking for the box around the room and receiving the treats once they’ve found it, add a few decoy boxes that are exactly the same size, shape and color but do not have scent in them. Once the dog is consistently identifying the correct box, take a video to show the owner and move on to advanced nose work during their next stay. Sensitive & Overly Reactive Dogs Sensitive and overly reactive dogs need a training package filed with desensitization opportunities and practice choosing alternative behaviors to

relieve stress. The first step to desensitization is making sure the dog is currently not in distress. Dogs who are nervous do not retain long term memory well and training can take twice as long if they are not given a secure base to retreat and relax in. Noise canceling is a top priority for dogs with sensitivities. Choosing a portion of the kennel for these dogs that is further away from the daycare yards, the front entrance and grooming areas is a good start. Any and all structural sound proofing is recommended. Adding extra blankets and rounding off corners with pool noodles or rolled towels creates a more comfortable resting experience for dogs who want to push their backs into corners. Limit visual stimuli with thin, mesh covers that allow air flow. Training staff for specific handling

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Essential Oils

POPULAR SCENTS FOR CALMING DOGS

Adding essential oils to blankets and toys can be therapeutic. Diluting the oils into a spray bottle is easy and cost effective. of these dogs when the trainer is not working with them is vital to making sure training is not being undone. Slow movements while avoiding eye contact is comforting to nervous dogs and can help them settle in. Kennel signs for dogs in training are easy to display and let everyone know which dogs are receiving training packages, creating a simple system of organization. Adding essential oils to blankets and toys can be therapeutic. Diluting the oils into a spray bottle is easy and cost effective. While some oils are safe for direct skin contact, it’s best to remain safe and use the oils as an aromatic only. The most popular scents for calming dogs are Cedar Wood, Cypress,

Frankincense, Lavender, Vetiver, and Bergamot. Use them one scent at a time or combine them together to create a unique scent. Oftentimes, when on a leash or in a kennel, dogs feel they have little choice but to react defensively to the things that scare them. Other dogs will entirely shut down; unable to eat or walk well on a leash. Giving dogs a choice in training is vital to comforting them, lowering their stress responses and reducing overly reactive behaviors. Once the dog has settled in to their noise reduced, visually non-stimulating, extra comforted area, bring them out on a long line and allow them to sniff

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the hallways, rooms and yard they will be working in. It’s important that these are quiet enough areas not to send the dog into a panic. If the dog is unable to eat or walk, simply begin by sitting with the dog near the kennel while the door is open. If the dog is happily moving about, put the following training plan in place: 1. Engage with the environment through sniffing and finding treats. 2. Practice a known behavior. 3. Learn a new behavior. 4. Move to a new environment and begin at step 1 again. Have the dog sniff the environment. Throw treats on the grass, the ground and the nearby surfaces to encourage exploration. If the dog is happily engaging in this step, practice a trained behavior the dog has already learned. If the dog is happily performing behaviors they know, begin to train the dog to do something new. If the dog is unable to do a behavior they know, go back to exploring the environment some more. If the dog is able to learn and practice a new behavior, go to a new environment that is slightly busier and start with sniffing again. Always work training practices this way to build a solid foundation of confidence. Therapy Dogs Owners who would like their pet dogs to perform therapy work in the future can benefit from a boarding environment rich with knowledgeable

people and lots of socialization opportunities. Therapy dogs in the making deserve their own training package. An excellently run boarding or daycare program is a perfect environment to train a dog with new people, objects, surfaces, sounds and situations. Training should include a lot of downtime in a busy environment. Behind the front desk is a great spot for this, though any area where a dog can watch a lot of commotion without actually being involved will work. Therapy dogs need time to sleep, relax and ignore the sounds, sights and smells of busy environments. Keeping the other dogs and people from interacting with them during this foundational training is key. A therapy dog should be getting a lot of touch and interaction only after they have practiced the ability to remain calm and neutral. Once therapy dogs begin to interact with new people, greetings should happen in a low key situation. Engagement

should begin with people sitting in chairs, wheelchairs, with walkers, and on crutches. Encourage the dog to sit or stand next to the new person and keep their head relatively still and level while being touched. Advance to children and adults who are sitting but loud and animated. Next, have the children and adults sit on the floor and encourage the dog to lie down and remain calm and watchful while they interact. Separately and without people in the room, have the dog off leash and begin to introduce lots of new objects and surfaces. Allow the dog to sniff and explore as long as they need before practicing known behaviors. Once the dog is happily performing obedience cues in this environment, add in new objects which are louder and less predictable. Each time, allow the dog to sniff and explore to gain comfort and confidence before moving on with training. When the dog is

happily obedient in each environment separately, combine the animated people environment with the busy object and surface environment until the dog is happily engaged, yet calm and neutral the entire session. Adolescent Dogs (5-24 months old depending on the breed) Most of the time, adolescent dog owners are looking for focus from their dogs. Adolescent dogs still act a lot like puppies in many ways, though the expectations are usually much different. The bulk of work done with this age range should be owner focus, engagement with new toys and treats, while continuing sound and surface socialization with new places and objects. Oftentimes, playtime with other dogs needs to be limited to just 5-15 minutes, a few times a day while visiting. Supplement their normal playtime with human-focus games such as hide and

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The best way to set up puppy playtime is with two

P seek, fetch, tug or food puzzles. Training just outside the daycare yard is an excellent environment. Begin with focus games and work towards advanced behaviors with multiple minutes of distance and duration. Once the dog is able to happily ignore and respond to cues while other dogs play on the other side of a fence, practice the same behaviors while the rest of the dogs walk past on their way back to their kennels or as they are being dropped off. Puppies (8—16 weeks of age) Puppies this age are not often old enough physically or emotionally to be in a group setting with other dogs. The best way to set up puppy playtime is with two puppies at a time. Rotating the puppies will give each puppy a comfortable way to interact

puppies at a time. Rotating the puppies will give each puppy a comfortable way to interact with many different breeds, without risking bullying or over-arousal. with many different breeds, without risking bullying or over-arousal. Give the puppies a break and take them to another environment rich with smells, objects, toys, sights and sounds. Allowing puppies to watch daycare dogs play from a safe barrier is great socialization. Positive associations with observing new situations is just as important to puppy development as physical interaction is. Handling is a big priority for puppies, so make sure the training package includes introduction to nail care, having a collar and leash put on and off, towel drying and being picked up. Keeping puppies in the midst of all the action while keeping them safe from actual interaction is a great way to set them up as future therapy dogs. The more positive experiences a puppy can have with people, objects, sounds

and sights, the more neutral and less reactive they will be as adults. Keeping in mind that puppies need to sleep 1520 hours a day should make training in short bursts relatively easy. Having specific criteria available for each type of dog as a training package is a great resource for clients. Explaining them as packages makes them easier to sell and easier to understand. Developing goals together creates long term clients and long term success for dogs and trainers; boosting confidence and morale all around. n

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Proﬁts, Revenues,

– what REALLY matters?? Is it true that ‘Blood, Sweat & Tears’ equals million dollars in business value? By Teija Heikkila, Principal Broker of National Kennel Sales & Appraisals

n our day-to-day interactions with fa-

REVENUES

– grow them! Actively man-

cility owners for selling or valuation

age sales activities & marketing to ensure

purposes, we have learned how very

growth every year. Strive for double digit

confusing the world of business valuation

growth to truly make an impact on value!

is. Business owners have often misconcep-

EXPENSES

tions about how their pet care business is

so control your expenses and look for op-

valued and what exactly affects value. We

portunities to be more efficient. Pay extra

frequently hear how ‘blood, sweat & tears’

attention to payroll, the #1 profit killer in

should equal million (or several!) dollars

our industry!

in value, which is unfortunately just not

PROFITS

true! What does affect business value is

might pay a little more in taxes by show-

robust revenue growth and healthy profit

ing higher profits, you’ll loose much more

facilities with different philosophies on

margins. I’ll spare you the details on the

in business value by only focusing on

how to deliver pet care. The one consistent

math how business value is calculated, but

lesser taxes.

factor is that all buyers are looking for the

wanted to share a few points any facility

Every business in our industry is unique

3 points mentioned above – strong growth

owner should focus on:

and there is a market place for all types of

and cash flows trump everything else! ●

– control them! Profits matter

– cherish them! While you

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BUSINESS

By Alain Parcan Image is everything on the Internet. And integrating a blog into your Website is a great way to improve the online image of your business. In fact, most pet care businesses with successful Web Marketing plans incorporate a blog into their strategy.

PET BOARDING & DAYCARE

Here are the three reasons why you should consider doing the same: 1. Blogs position you as a credible industry expert. 2. Blogs drive traﬃc to your Website. 3. Blogs help strengthen your relationships with your customers. Let’s Jump In Since you’re reading this, I’ll assume that you are a true professional in your industry—someone that your friends and family members will often come to when they have questions about pet care and need your advice. Which begs the question: If those people close to you consider you to be an expert in the field, why are you not showcasing that expertise to potential customers through a blog? When a potential customer visits your Website, they’re subconsciously hoping to be convinced you’re credible enough to provide the services they are seeking out. They want an “A–ha!” moment of having found a true pro. They’ll be looking for a few things, such as photos of your facilities, confirmation that you provide the services they’re looking for, and of course, some sort of reassurance that trusting their pet with you would not be a big mistake. One of the best ways to solve that is by placing a blog on your Website so that potential customers know you’re an expert in your field. When users see a blog on a Website, they instantly know they’ve found a credible business, capable of providing quality service and advice. This can go a long way toward making that user confident enough to call your business. Additionally, many pet care facilities are confronting the challenge of market newcomers undercutting the prices of more established businesses. Oftentimes, these newcomers don’t

bring the years of experience or level of expertise that more established businesses possess. A blog is an excellent way to distinguish your business from those newcomers who will often have a more basic Website—of course, while on this topic, don’t forget to link out to any professional aﬃliations. Can a Blog Really Drive Trafﬁc to Your Website? It can, and it will—in more ways than one. Most pet care companies are already utilizing an SEO strategy by now, and blogging is an excellent tool for giving your search rankings an extra boost. One of the chief ranking factors among the different search engines relates to how often the content on your Website gets updated. Businesses that update their sites frequently will rank higher than businesses whose websites stay static for months at a time.

PET BOARDING & DAYCARE

Blogging is an excellent way to get new content on your site on a consistent basis. Doing so will give a boost to your search rankings across the board, and help get more traffic to your site. Secondly, if you write a blog post that is popular enough to generate some inbound links to your Website, you’ll be giving yourself an additional boost in search rankings, and you’ll also have a chance to get your blog picked up for certain searches. Consider writing a blog post about DIY pet grooming tips in your local area and track whether it starts to show up in search results. If so, you’ll have a new stream of site visitors just via that one single blog.

According to HubSpot, companies who blog receive MORE LINKS TO THEIR WEBSITE.

AND ONE LAST WORD ON BLOGGING: FREE. Writing content that’s relevant to existing and potential customers won’t cost you a dime.

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Finally, Let’s Build Up Some Relationships This is an important AND underrated part of blogging. As a pet care business, you’re always facing the risk of your existing customers wondering what your competitors have to offer. Even if you’re consistently delivering a high level of service, everyone is prone to wondering whether the ‘grass is greener on the other side.’ Here’s how blogging can help you lessen that risk. An onsite blog provides an opportunity to showcase not only your expertise, but also your employees. Your customers will feel more comfortable working with you when they feel like they have a connection to your staff. The more you can build up that loyal business-customer relationship, the less likely your customers will be to consider working with one of your competitors. By building up your relationships with your existing customers, you can help ensure that they’ll come back to you time and time again. And one last word on blogging: Free. Writing content that’s relevant to existing and potential customers won’t cost you a dime. All it takes is a little bit of time every month or two to write about a topic that they’ll find interesting. This article mentioned DIY pet grooming tips, but a quick search online will net you dozens of ideas. Even if you only post to your blog every few months, it can go a long way, for the reasons mentioned already. Talk to your Web provider about adding a blog to your Website so that you can start reaping big rewards. n As a Director of Marketing and Industry Consultant at Market Hardware, Alain has nearly 10 years of experience in speaking and writing about the pet care industry. His marketing makeovers have helped countless pet care businesses transition from traditional “oﬄine” marketing strategies to more modern-day digital strategies. Market Hardware has helped pet care professionals compete on the Internet for close to 15 years. For more information, visit markethardware.com, email Alain at aparcan@markethardware. com or call 888-381-6925.

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THE IMPORTANCE OF

FACILITY

TOURS By Laura Laaman

osts of operating a pet care business are on the rise. Labor, taxes, utilities, maintenance... all have increased. If you want to increase your revenues in 2017 without cutting services, doing a better job with client acquisition is a great start. Client acquisition is typically done three ways within a pet care facility. Prospective clients knock on your proverbial door either by (1) a phone call inquiry, (2) filling out a web form, or (3) a tour of your facility. People that choose a tour are a distinctive group that require special care but will be well worth the effort if executed well. Tours Are Critical The vast majority of prospective clients (pet parents) who are interested in finding a home-away-from-home for their pet, or a place for their dog to play while they’re at work, make phone calls to gather information. The prospective 18

clients who take the time to come in for a tour are as unique as the pets they parent but they all have a very important commonality. Prospective customers who come in for a tour are: • Willing to take the time to visit a possible home–away–from–home for their furry friend. • People who crave concrete information and validation (emotionally and physically) to confirm if a facility is right for their baby. • The ‘nothing is too good for my furry baby’ customers waiting to find a great pet partner. • Therefore, more valuable than most customers. Recognize the Possible Value of a Tour Client A new prospective client can be worth tens of thousands or even over one hundred thousand dollars to your company over time. There are many PET BOARDING & DAYCARE

variables of course—pricing, how many services they use, number of pets they have, length of time they remain clients. But when you add up the overall value, it’s easy to see why doing tours well is so important to your company’s success. Tour Do’s • Hours. Ensure your facility is open for tours anytime you’re open to the public. If your lobby is open from 7 am–7 pm, you should be not just able, but happy to do a tour during those times. Being unwilling to do so can be interpreted as disorganized or even deceptive. • Ensure your facility is clean and pleasant smelling. We all have five senses and prospective pet parents will use them all to determine if this is the right place for their pet. • Have a uniform tour for your company. Your company’s tour process should be concise and brief, consistent, and competitively superior. The guide should

relay the same information on every tour. Feature the reasons your facility is better than others without saying anything negative about another company. Highlight your most important services to a prospective client. Remember most people’s attention spans are limited—especially when they’re taking in so much information: listening, watching, smelling, trying to assess if the staff are nice—choose only the most important information to highlight. The information you communicate should be positive and motivating. • Ensure the person or people giving the tours are positive. They should be upbeat and enthusiastic. Pet parents base a lot on the people they come in contact with. The person giving the tour has the greatest impact, but even staff members the customers pass by will be watched closely. • Track each person’s tour success. You’ll need a tracking sheet which gathers client’s information, indicates which services they were most interested in, and which employee gave the tour. • Don’t trust anyone to give a tour until they prove they can give a great tour. This means roleplaying and/or videotaping their tours to ensure they’re following your company’s tour procedure. • Follow up with those that haven’t booked. If you feel the pet would be a good fit for overnight care or daycare and the pet parent didn’t book, do a follow-up call to build a better connection. This phone call can go a long way to make them feel valued. Tours are a valuable way to make your business stand out and gain some of the most selective pet parents in your market. n Laura Laaman is president of Outstanding Pet Care. Outstanding Pet Care guarantees to substantially increase the revenues of its clients with its proven services. If you’re interested in growing your revenues, schedule an individual consultation with Laura Laaman or one of our team members. Call Outstanding Pet Care at 1-888-735-5667 or go to www.OutstandingPetCare.com.

Call us Today to Schedule a FREE, Private Consultation.

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Extended Design Program Coming To

and daycare

May

1–4, 2017

EXPO WEST

Building new, renovating, or expanding? Don’t know where to start and have lots of questions? Then you don’t want to miss Pet Boarding & Daycare Expo West 2017!

ur new extended design program has so much to offer anyone who is “taking the plunge” of branching out on their own. A whole additional day of education is being offered to cover every aspect of this tedious, and likely stressful process. Get all of your questions answered by industry experts and come away from the expo with a game plan to get your dream up and running! The program begins with seminars on buying vs. leasing, funding, and current design trends. The next two days are filled with more industry expert speakers covering the design and building process; everything from selecting contractors to the finishing touches. The last day will finish up with three seminars on cleaning, maintenance, and disease control so you can get the most life out of your brand new facility. Do you already own and operate a successful facility? Or maybe you’re an

employee wanting to learn more about Products. Food, drinks, tiki bar, music the industry and improve your skills? & entertainment, t–shirt giveaways— There’s still plenty to learn for any you won’t want to miss out on this! pet professional. Some topics include We rearranged our Wednesday class customer service, marketing, employee schedule to allow for more trade show training, dog behavior and health, time! Two hour classes in the morning daycare activities, and First Aid & CPR and then two hour classes in the evening certification, just to name a few. frees up six whole hours to get the most An inspiring and entertaining out of the trade show. The trade show keynote address will be given by will also be open all day Thursday so multi-facility owner and Dog Daycare you’ll have plenty of chances to visit all Consultant, Amanda Crook on the of your favorite vendors, including many opening night of the expo. Following new ones with products and services you the Keynote Address will be a fun and never knew you needed! relaxing meet & greet party, hosted by With all of the new and exciting the guys of K–9 Resorts Daycare and seminars and fun events, it will be well Luxury Hotel. worth it for anyone in the boarding or Be sure to sign up for the Round daycare industry to attend this year’s Table Luncheons held on Tuesday, west coast expo! n Wednesday and Thursday which will give you a chance to swap stories and To register for the ideas with some of your industry peers. expo and for additional Wednesday night will feature a Luau information, go to Party—free to all attendees—hosted by Health Technologies Professional www.PetBoardingExpoWest.com

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FACILITY

15 O T I PS F R

NAVIGATING A

CONSTRUCTION

PROJECT By Mindy Bacon

Early planning, constant communication, and team work are keys to successfully navigating the disruption of a construction project.

PET BOARDING & DAYCARE

Discuss business continuity at the beginning of the project and make it a topic of discussion at each design team meeting and, subsequently, at each construction progress meeting. Be a proactive participant and provide notice to the contractor of any special needs. Don’t assume they know or understand your day–to– day business operations. Consider designating one individual as the business’ “go-to” person when others are seeking information about the project’s construction weekly / monthly schedule. Start a list of people who have to be kept informed about the project’s progression such as receptionists, customer service personnel, maintenance departments, and marketing coordinators, etc. These are the people who have to respond to requests for services and information. Communicate regularly. Have meetings with staff and other stake-holders as necessary and/

or issue written project updates about expected disruptions to regular business operations. Informed and prepared employees will handle inconveniences more easily and willingly if they can anticipate what is coming. They will also be able to smooth the way for your regular and potential customers.

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Make a list and schedule of when known disruptions are likely to occur and compare it against known business operations. An example would be if you have a special event every year and this year it falls in the middle of your construction period, you will have to make adjustments. Coordinate with the contractor’s onsite Superintendent and the Project Manager. They are the schedulers and traffic cops when it comes to what is happening on the job site. Understand that there will be times when the job site is slow and other times when it is frenetic and crawling with people, trucks and equipment making a lot of noise. Know what and when utilities disruptions are likely to occur and plan for them. These may involve electricity, water and sewer, gas, Internet and cable television, data, and telephone service. Construction sites can be dangerous places. Know and maintain areas that have restricted access and enforce the rules.

PET BOARDING & DAYCARE

Install temporary signage so visitors and customers know where to go for help or service.

US A

Identify which departments and services will experience a physical disruption such as loosing access to parking or being denied access to a building entrance.

ave you ever lived through a major home and kitchen renovation where a microwave and utility sink in the laundry room passed for your family’s kitchen for six months? It’s a hassle, but all that inconvenience was worth it in the end. Short-term disruptions and inconvenience is what your business will endure if you do a big addition or renovation to your pet boarding kennel or daycare facility. Most business owners must stay open for business during these kinds of projects. Early planning, constant communication, and team work are keys to successfully navigating the disruption of a construction project. Here are 15 tips for coping with your construction project:

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Don’t wait until an accident happens and involves one of your customers or employees to find out what insurance coverages protect you. In advance of your construction project, contact your insurance agent and discuss your General Liability insurance coverage. Find out if you need to obtain any additional coverage or up your limits for the duration of the construction project. Understand what a Builder’s Risk policy, which your contractor should have, covers versus what your business liability and workers compensation policies cover. Address any safety concerns immediately with the contractor. They want to avoid accidents as much as you do. There are occupational safety laws and state regulations concerning worker and site safety that licensed contractors

are required to follow. It is very acceptable to have a conversation with your contractor about his or her jobsite safety program. (Sidebar: “licensed” is an operative word here. Don’t use un– licensed and un–insured contractors.) This would be a good time to review your own emergency procedures. Do you have new staff members who are not familiar with what to do in case of a fire? Do you have staff members who are certified in Standard First Aid and CPR (cardio pulmonary resuscitation)? There are excellent resources for safety training. Many local Fire Rescue Departments and organizations, such as American Red Cross, American Heart Association, and National Safety Council offer first aid, CPR and AED (automated external defibrillator) training and certification. The American Red Cross

offers first aid for pets training, too. Build a shake-down period into the project schedule when you will occupy the new space. Do the shake-down and work out the kinks before you have a ribbon cutting or grand opening. n Mindy Bacon is the director of marketing and special projects manager for Bacon Group, Inc., an architecture firm that specializes in the design of animal care facilities. She is a Certified Professional Services Marketer with 25 years’ management experience in the design field. Mindy may be contacted by phone at 800-961-1967 or via email at mindy@bgarchitects.com.

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PROFILE OF SUCCESS

Setting the

for Three Generations

Just imagine vacationing at an exclusive resort nestled on twenty private acres near Calgary, Alberta Canada. A breathtaking panoramic view of the Rocky Mountains can be seen from the balcony of the themed guest rooms of the all-inclusive resort.

PET BOARDING & DAYCARE

By Kathy Hosler Photos by Wendy Brooks

t features a fresh water swimming pool with a cascading waterfall, acres of nature trails for hiking and exploring, and even an exotic bird park. And the staff provides one–on– one attention to every guest. Who wouldn’t want to vacation in a place like this? Sorry, you can’t. This resort destination is only available to pets. The Country Club Pet Resort is the largest kennel in Canada. It has been owned and operated by the

Brooks family for more than 65 years. In the mid–1940’s Jack Brooks opened the Foothills Kennel & Dog School. Then Jack’s son, Don, and Don’s wife, Marlene opened the Calgary Pet Hotel in 1962. As their business grew, they needed more room, and in 1982 the Country Club Pet Resort opened in Calgary. Today Wendy Brooks, Don and Marlene’s daughter, is the owner/ operator of the resort. “Our family opened the first boarding

PET BOARDING & DAYCARE

facility in Calgary,” says third generation owner, Wendy Brooks. “Our mission has always been to keep the pets in our care safe, happy, and having fun” “We specialize in outdoor activities and exercise programs for the pets,” says Ms. Brooks. “The resort can accommodate up to 350 dogs, and 70 cats. We have an exclusive Bird Cabin where we can board small and medium sized feathered friends. And we also have 10 condos where we can board

As you enter the expansive resort, you will see numerous off–leash park areas, the swimming pool, a five acre exotic bird park, and many nature trails.

Cats can choose from 22 individual suites with Jungle rooms, Roman Villa, or Windsor Castle themes.

small pets such as rabbits, chinchillas, and guinea pigs.” A personal itinerary is formulated for each pet based on his/her individual interests. The Country Club Pet Resort is an all-inclusive facility—which means that almost all of the activities they offer are included in the daily boarding rate. As you enter the expansive resort, you will see numerous off–leash park areas, the swimming pool, a five acre exotic bird park, and many nature trails. As soon as clients step inside their beautiful reception area, they and their pets are warmly welcomed by the resort staff. The accommodations at the resort are geared toward giving each pet a cozy home away from home. They have multiple buildings which makes it easy for them to accommodate pets of all different sizes and needs. Fabulous

PET BOARDING & DAYCARE

murals decorate the walls of the facility. Each guest room has its own unique decor to make it more calming and home-like for the pet. The rooms have many themes including western cantinas, rain forest, beaches, and many more. Many of the rooms include both indoor and outdoor areas, and many of them have heated floors. Each building is individually climate controlled in the summer and the winter. Soothing music plays continuously and there is 24/7 security monitoring. Feline guests are really pam-purred at the resort. The cats have their own exclusive area on the upper level. They can choose from 22 individual suites with Jungle rooms, Roman Villa, or Windsor Castle themes. Twenty five penthouse accommodations also feature outdoor balconies. There is a glassed-in atrium

“We have 40 large 5,000 sq. ft. enclosed romping corrals where every canine guest is exercised three times a day.” — Wendy Brooks (owner/operator)

with a glorious mountain view and climbing trees. The cats have 5,000 sq. ft.

of a backyard garden type of atmosphere to play and roam in. A nose to toes wellness inspection of every overnight guest is done once a day. That gives the staff an opportunity to interact with and to assess how the

pet is doing in a boarding situation. This includes up to ten minutes of brushing. “We focus on individual one–on–one attention to our boarding guests. We do not group-run dogs for safety reasons,” Wendy says. “We have 40 large 5,000 sq. ft. enclosed romping corrals where every canine guest is exercised three times a

PET BOARDING & DAYCARE

day. We also have seven 45,000 sq. ft. off leash parks. If the weather is bad, there is plenty of indoor play space too.” There are lots of fun indoor and outdoor activities for the guests. They can romp through the beautifully manicured and landscaped areas and enjoy the fresh water swimming pool with its waterfall and other water features, statues, and plantings. There are also hiking trails all around the exotic bird park. They have many different species of birds, pigeons, turkeys, chickens, and ducks. They even have thirty peacocks. There are also a couple of adorable mini donkeys that love to entertain the visitors. The resort strives to fill all the needs of their guests during their lifetime—and beyond. They have a beautiful memorial park to care for the pets afterlife needs. There are areas for ground burial and a mausoleum for interment of cremated remains. Paved trails with comfortable resting benches provide access to the beautiful and spacious memorial park. There is a pet chapel where bereaved owners can spend time and find comfort.

MASON

PET BOARDING & DAYCARE

“Our staff is a huge part of our success. We have

thirty full-time employees. Some of them have been with us for thirty years.” — Wendy Brooks (owner/operator) Modern technology plays an important role in the day–to–day operation of the resort. “You have to keep up with the times. If you don’t, you will definitely lose business,” says Wendy. “A lot of our customers find us online. Our website www.countryclubpetresort.com is an essential part of

our business. It’s really convenient for the owners to be able to register and book their pets’ reservations online. Of course, there is nothing like an in–person visit. We encourage every potential client to come to our facility for a tour.” The resort fills out pet report cards

PET BOARDING & DAYCARE

for each of their guests. It summarizes their pet’s special interests and the activities they enjoyed. They also offer a three to four minute video of their pet participating in some activity and it is posted on their Facebook page and YouTube channel. Every day they post a variety of guests photos. “Our staff is a huge part of our success. We have thirty full-time employees. Some of them have been with us for thirty years,” says Wendy. “We have a very extensive training program for each employee. We do a three month one–on–one training. Then, the training continues and after six months we have them test to become a Certified Pet Care Technician through the IBPSA (International Boarding & Pet Services Association).” The individual care and attention to detail that the Brooks family and the staff of the Country Club Pet Resort give to each of their guests has made them the premier pet care destination for several generations of Canadians. n

Don’t let your best friend get sick. Canine flu is a highly contagious respiratory disease for dogs* • Possible symptoms: coughing, sneezing, loss of appetite, lethargy, fever • Spreads directly from dog to dog and via sneeze droplets through the air • Can be transmitted indirectly (water bowls, toys, collars, leashes, hands, shoes, and clothing)

Social dogs are most at risk • Dog parks • Boarding facilities

• Kennels • Doggie day care

• Pet shows/sporting events • Groomers

Other facts • Unlike human flu, canine flu can strike all-year round • Dogs can spread canine flu before showing any symptoms • Can cause pneumonia, with the potential to be fatal

DON’T WAIT, VACCINATE WWW.DOGINFLUENZA.COM ASK YOUR VET TODAY!

*Canine flu is not infectious to humans.

EPOXY AND OTHER RESINOUS

FLOOR COATINGS

FOR YOUR FACILITY

By Sophia Daukus

PET BOARDING & DAYCARE

n many types of facilities, flooring for dog kennels isn’t designed to withstand the damage that harsh conditions can cause, potentially harming dogs and people in animal training facilities, dog daycares, and other operations. The use of dog kennel floor coatings can keep floors sanitary and slip resistant. In using epoxy and other resinous floor coatings, facilities with dog kennels can benefit from flooring that meets their specific needs. Ultimately, polymer flooring can protect floors from damage while preventing the spread of disease and bacteria to protect animals and people. The Best Flooring for Dog Kennels Caring for dogs in kennels, doggie daycare centers, and dog training facilities requires owners to pay extraordinary attention to sanitation and hygiene. Correct maintenance, cleaning, and sanitizing are critical points in managing any “dog–centric” facility. Many canine diseases are highly contagious; kennel owners can better protect against the risk of infection by installing the appropriate type of high performance flooring. Dog boarding areas, indoor play areas, and training rooms require constant cleaning and sanitizing. The job is made far easier and much more effective when the flooring system in the kennel is completely seamless. Seams in tile or other types of flooring pose significant risks to canine health. Bacteria, mold, germs, and odors will flourish in cracks. These older, less sanitary flooring systems require special cleaning procedures that add time and cost. Installing the optimal type of seamless flooring system will not only better protect the health of dogs in the facility, it will significantly reduce the costs associated with ongoing maintenance. Scratch

FLUID APPLIED POLYMER & EPOXY FLOORS These ﬂoors can be scratch-resistant, capable of easily withstanding the constant contact with sharp dog nails, while being gentle upon sensitive paw pads.

and urine–resistant seamless flooring make it far more possible to keep these areas clean and spotless, and involve much less maintenance. Fluid Applied Polymer & Epoxy Floors for Dog Kennels Dog kennel owners can make a safer, cleaner environment for pets (and humans) by installing a specially formulated epoxy or polymer flooring system. These floors can be scratch–resistant, capable of easily withstanding the constant contact with sharp dog nails, while being gentle upon sensitive paw pads. Polymer or epoxy flooring of the correct formulation will require no waxing or stripping. Chemical and stain resistance qualities can be added to the flooring material for a higher level of protection. The design flexibility of fluid– applied flooring makes it an optimal solution for dog kennels, daycares and training facilities. The resin systems can be customized in a wide range of color options to suit a specific area, as well as adding coves and drainage slopes for easier, more effective cleaning. Most kennels have various areas with specific aesthetic requirements. Liquid-applied

polymer resin or epoxy is ultimately made-to-order in color and appearance, and offers the ability to have custom

add–ons such as embedded logos, defined walkways, and many other unique—and affordable—options.

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The resin systems can be customized in a wide range of color options to suit a specific area, as well as adding coves and drainage slopes for easier, more effective cleaning

Protecting A Concrete Sub–Floor in Kennels & Dog Daycare Facilities Eliminating grout lines, corners, and seams can help provide the ultimate protection to the concrete subfloor in the facility. If breached, the subfloor can become saturated with toxic, infectious substances, ultimately needing to be replaced—at a very high cost. Polymer flooring can withstand some of the harshest industrial cleaners without sustaining damage, and helps to keep all areas protected against the spread of dog illnesses and diseases—as well as protecting against the unpleasant odors of dog urine and feces. Speed of Installation: An Advantage for Dog Kennel Owners Installation of flooring systems should be done quickly and efficiently so that the facility can avoid having to halt operations. Polymer resin

flooring or epoxy floor systems make it possible to have fast turnaround, professional flooring installation, so you have a cleaner, safer, germ and bacteria– resistant floor in short order. These flooring systems are the ideal option for any dog, cat or animal facility, and can be rapidly installed in newly–established dog kennels. If you have an older facility that needs refurbishment, consider replacing the existing floor with this cost–effective solution. Keep Your Customers Happy Within the growing pet care industry, dog owners often have several local dog kennels to choose from. Among the various features influencing whether or not an owner selects a given facility usually include overall appearance, cleanliness and detectable odors. Presenting a clean, fresh appearance and having a long history

Everything that leaves your grooming facility should have your name on it.

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PET BOARDING & DAYCARE

of maintaining dog health are important aspects in growing a successful dog kennel business. When expanding an existing facility, updating, or establishing a new dog kennel operation, having the right animal–friendly flooring can make a dramatic difference in customer response—and repeat business. Pet Resorts: The Ultimate in Dog Boarding Kennels Pet resorts are a popular option for dog owners who want to ensure their little friends get the ultimate in care and attention. Decorative epoxy or polymer resin flooring can make a dog hotel appear more luxurious, clean, and bright, while providing the necessary germ and bacteria resistance, scratch resistance, and odor control. Custom colors, blends and patterns can give the entire facility a more upscale and welcoming appearance. The Dangers of Older Flooring in Dog Kennels Older floors can require intensive cleaning and maintenance procedures that may contribute to health issues in animals. For example, regular use of toxic chemical cleaning agents can potentially impact a dog’s respiratory and overall

health. It is important to find a flooring option that allows staff to clean the surface thoroughly, without worrying about the proliferation of bacteria in grout, cracks, seams, and other features of older floors that make the spread of diseases more possible. Protect all areas of your kennel or animal facility, including feeding stations, bathing areas, laundry, cage areas, play/exercise rooms and reception—each with a customized polymer or epoxy floor that provides easy clean–ability, exceptional durability and other unique, high value benefits. Word–of–Mouth & Dog Kennel Success Word–of–mouth is one of the most effective ways to create business and build trust in a dog kennel operation; the same is true when it comes to damaging reputation. Social media can play a large role. A single bad online review describing a negative client experience, such as a dog getting injured or contracting disease in a given facility, can have a huge impact upon future business. It is therefore more important than ever for kennel owners to carefully manage all health and safety issues affecting animal residents and caretaker employees—as

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well as the financial well–being of the business. Optimal kennel flooring can contribute to a facility’s bottom line by providing a long–lasting, slip–inhibiting surface with a seamless, impervious, chemical and microbe–resistant finish that’s easy and economical to clean, furnishing outstanding life cycle value. n Sophia Daukus is a Business Development Manager for Florock Polymer Flooring, manufactured by Crawford Laboratories, Inc., Chicago. Founded in 1952, Florock oﬀers one of the most complete lines of epoxy flooring and concrete floor coatings on the market with decorative, high performance solutions to address the unique conditions of nearly every application. From manufacturing to food processing, from education to retail and beyond, Florock provides facilities across a broad spectrum of industries with optimal protection and outstanding flooring value. For more information visit www.florock.net

PET BOARDING & DAYCARE

By Dr. Melissa Bourgeois

PET BOARDING & DAYCARE

anine parvovirus (CPV) is a non–enveloped, singlestranded DNA virus that replicates in rapidly dividing cells.(1) The CPV–2b strain has been considered the most prevalent form of canine parvovirus worldwide, however, a new strain, CPV–2c is also found in the US and is increasing in prevalence.(1) Canine parvovirus is transmitted through the oral–fecal route and is highly contagious. One single gram of feces can contain up to 10 million infective doses of parvovirus.(1) Canine parvovirus is shed extensively in the feces for up to 10 days post–infection as detected by fecal ELISA methods, but can be detected in the feces for several weeks with polymerase chain reaction (PCR) assays.(2) Unvaccinated dogs of any age and breed are at most risk for parvo infection. However, the majority of parvo cases are seen in puppies from 6 to 20 weeks of age, and most often before the puppy can complete a vaccination series. Once ingested, the virus replicates, and then relocates to the rapidly dividing cells of the bone marrow and gastrointestinal crypt epithelium within 4 to 5 days of exposure.(1) Viral replication in the dog’s body results in damage to the intestines which results in typical signs of parvo including vomiting, abdominal pain, and bloody diarrhea.(1) Bacteria leaked into systemic circulation from this damage, combined

with a lack of production of protective white blood cells from the infected bone marrow, leads to sepsis.(1) The virus can remain in the environment for up to one year. Prevention of exposure to parvo is extremely important but can be challenging since environmental contamination can be extremely high. Any potential infected area should be cleaned first with soapy water to remove debris and then disinfected with 1 part sodium hypochlorite (bleach) solution to 32 parts water.(1) The American Animal Hospital Association (AAHA) Vaccination guidelines recommend that puppies receive parvo vaccinations every 3—4 weeks between 6 to 16 weeks of age.(3) Repeat vaccination should occur at 1 year, then at 3–year intervals.(3) Clients should be educated about the risk of parvo, especially when dealing with a local parvo outbreak.

one single

of feces can contain

up To 10 million infective doses of

parvov irus.

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Pet owners should be encouraged to restrict puppy access to dog friendly areas, such as dog parks and doggie daycares, until their vaccination series are complete.

Pet owners should be encouraged to restrict puppy access to dog friendly areas, such as dog parks and doggie daycares, until their vaccination series are complete. Pet owners should also consider waiting until vaccination series are complete before enrolling their puppies into training classes. Remember, when you are in a parvo hot zone, any area that a dog has visited should be considered contaminated—and this means your own facility. Make sure your staff is thoroughly trained in the proper way to clean and disinfect areas of potential contamination such as the lobby, grooming areas, and kennel. Don’t forget that most of your clients’ pets will also spend time outside of your facility. That area should be considered a contaminated source and should also be cleaned

thoroughly and regularly. However, lawns that are contaminated are virtually impossible to clean, therefore unvaccinated dogs should not be allowed in these areas after a sick dog has been on them. n Melissa Bourgeois, DVM, PhD, DACVM (Virology, Immunology) graduated from the University of Florida, College of Veterinary Medicine in 2007 with a DVM, and in 2010 with a PhD in veterinary medicine, focusing on gene expression in the equine host following West Nile virus infection. Dr. Bourgeois became a diplomate of the American College of Veterinary Microbiologists (ACVM) in virology (2011) and immunology (2013). Since July 2015, Dr. Bourgeois has worked for Merck Animal Health as a senior drug safety specialist.

Mazzaferro EM: The Parvo Puppy: What is the Best Approach and What’s New, International Veterinary Emergency and Critical Care Symposium 2013.

Green CE, Decaro N: Canine Viral Enteritis. Infectious Diseases of the Dog and Cat, 4th Edition, St. Louis, MO, Saunders/Elsevier: 2012:67-75.

AAHA Vaccine Guidelines, updated 2011, https://www.aaha.org/public_documents/professional/guidelines/caninevaccineguidelines.pdf

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ANIMAL HEALTH

I C K PEATERSY TIPS FOR PROACTIVE GOOD

EATING HABITS

By Outstanding Pet Care Learning Center It’s often a very difficult and emotional decision when a pet parent decides to trust someone else with the important job of caring for their dog while they’re away from home. Top pet care providers understand and take this responsibility seriously.

TRIAL VISIT

A proactive approach to care is to

track the basic wellness of the pet. One indicator that there may be a health issue is a significant change in weight. It’s a good practice to weigh pets on arrival. For stays longer than three days, weigh them periodically to provide confirmation they are maintaining their weight. Some pet care facilities have a procedure or protocol if a pet’s weight drops five percent or more. For a big Lab, this may not be significant, but five percent in a small dog is a lot, relatively. So for some, a five percent loss triggers a review of the feeding log. If a pet is eating everything and just more active at your facility than they are at home, call the owner, let them know, and ask if they want to increase the food. If the pet is not eating everything provided, the five percent mark is when we start using the other methods to tempt them to eat. If the pet’s weight drops more than ten percent, it’s recommended you contact the veterinarian for an adjustment in feeding and to assure nothing else is going on. Since numerous staff will see many dogs each day, it’s tough to make a visual assessment if an individual dog is at a healthy, appropriate weight. Weighing a dog provides quantitative confirmation. MONITOR CONSUMPTION

Another proactive approach is to observe consumption and eating habits of pets that show selective appetites or refuse to eat. Maintain a daily log of observations and any adjustments made to the food. This is helpful if a veterinarian becomes involved or to report to the pet parents on pick up. SAFE PLACE

Stay out of the area while a dog eats and give them a quiet, safe place to eat, away from distractions or competition from other pets. EXTRA ATTENTION

Many pet care facilities feel they are able to head off many selective eaters by having a great staff that regularly PET BOARDING & DAYCARE

If the dog isn’t eating after a few meals, reach out to the pet parent in a nonalarming way to let them know their pet isn’t eating his/her normal portions. Ask for any suggestions they feel will be helpful for their individual dog. and positively interacts with the dogs in their care. If you have a dog that has lost its appetite, encourage staff to make an extra special effort to talk to the dog throughout the day to help them settle in. ACTIVITIES & EXERCISE

Activities and exercise help pets build up an appetite. Engage in positive, fun activities to help them settle into a new place more easily. So you’ve done everything possible to help the dog settle in, but he’s still not eating normally. What Are the Next Steps? Before we proceed, it’s important to know if the dog has any food allergies. Asking this upon check in, and having this information in a place that is easily accessible to anyone feeding is important. You obviously don’t want to do anything that will cause an adverse reaction.

FOOD ADDITIVES TO INCREASE INTEREST IN EATING

• Warm Water: Add a little warm water to dry food and microwave it for a few seconds to make the food smell more appealing. • Chicken Broth: If warm water doesn’t do the trick, try low–sodium chicken broth since some dogs are sensitive to high salt. • Canned Food: Add a little of the canned version of their own or similar food. This may be something special enough to encourage the dog to eat. • Cheese: Sprinkle grated Parmesan cheese on the food to get the dog’s interest. • Doggie Gravies: Add dog gravy to their food to make it more appealing. • Canned Chicken: Having canned chicken on hand is a great way to entice dogs to eat.

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If the dog isn’t eating after a few

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meals, reach out to the pet parent in a non-alarming way to let them know their pet isn’t eating his/her normal portions. Ask for any suggestions they feel will be helpful for their individual dog. Share what next steps you’d like to take. Your proactive care should go a long way to let the pet parent know how committed you are. A follow up call after the pet is eating will put their mind at ease.

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Because not eating can be a sign of illness (as well as adjusting to a new environment), make sure the appropriate people in your company know when a dog isn’t eating normally. In addition to monitoring the dog’s consumption, it’s important they are observed for signs of illness. WHEN IN DOUBT, CHECK IN WITH

Pets that aren’t eating properly are more likely to have lower functioning immune systems and may be more susceptible to infections and stress– related disease. Also, if a dog is eating well and then stops, notify a veterinarian. Have good protocols in place for staff to monitor pets. n Outstanding Pet Care Learning Center provides the industry’s leading pet care education. Our online format provides proactive training to staﬀ, as well as instant access and verification of skills. It saves pet care facility owners’ and managers’ time and can result in increased pet wellness. New to OPCLC? Go to www. OutstandingPetCareLearningCenter.com to try a free class.

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EDUCATION, CERTIFICATION, & COLLABORATION IN THE FACE OF LEGISLATION By Carmen Rustenbeck

new year has begun, and with it comes the opportunity to reflect on the past and how it will impact the future of the pet care services industry. Many changes took place last year that will affect our industry—some good, some bad. Always with a preference for the good, we’ll start with the bad to get them out of the way and to consider how the good will ultimately help us overcome them. The very short 2016 bad list: 1. Facilities damaged and/or loss of pet life. 2. Legislation that passed because of 1. Last year, it took the state of California 9 months to develop and pass legislative action that will forever

What should have been left at understanding fire safety and fire prevention for pet care providers, turned into an overreaching action that resulted in a wide range of operational protocols. change how facilities operate in that state. California facilities are already overwhelmed with city and county regulations and now they have state regulations that, when implemented, will have unknown regulatory consequences. The cause of this legislative action? A facility that caught on fire while the owner was away. Loss of pet life did occur. What should have been left at understanding fire safety and fire prevention for pet care providers, turned into an overreaching action that resulted in

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a wide range of operational protocols. The stunning legislation—now law— also includes possible misdemeanor penalties that a facility owner could incur for simple violations. The week before Christmas 2016, a South Carolina House Representative submitted a bill that would develop a process for certification of those individuals wanting to provide pet care. The bill, as currently written, would allow for a group of veterinarians, with participation from select consumers, to develop

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a certification process to ensure the educational level of those working in pet care services. The reason for this action? A death of a pet in a daycare situation. Now that this legislative action in South Carolina has begun, members of the International Boarding & Pet Services Association (IBPSA) in that state are working with IBPSA to address it. Until 2016, we as an industry have not really had to fight legislative action like this. Now we must. But how? Now, for the Good News Not only is the availability and quality of pet care educational programs growing, we now have the opportunity to prove our knowledge and expertise through independent, third-party certification. Many of you may have heard about the Professional Animal Care Certification Council (PACCC) but were unsure how this certification would benefit you. The upshot? Independent certification is a big step in confirming that our industry is an educated, professional industry. IBPSA has spent the last 6 years building educational programs and certification processes for facility owners and their employees. In fact, it is IBPSA’s mission—every year—to bring new and updated programs to the industry to inform and educate in best practices for pet care services. IBPSA educational programs have always served to not only prepare pet care providers for the daily challenges of caring for pets, but also for the day when independent, third–party certification would come to our industry. And that day has arrived. PACCC now provides a means by which any individual in the pet care services industry can test their knowledge, both book–learned and via on–the–job training, in a way that ensures comprehensive understanding and knowledge. This high level of certification also ensures pet care providers stay educated and informed by requiring proof of

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continuing education to maintain active certification status.

ssupport uppo or rt r t each other How legislatures view our industry will depend on our willingness to come together and support each other in an organized manner. There is power in numbers.

How the Good Can Help Overcome the Bad Let’s go back to that South Carolina bill and put this into context. How much easier would it be for facility owners to fight undue legislation if they could show that they were independently certified in pet care and were keeping their certification active with required continuing education? In a nutshell, this industry would demonstrate that we could successfully self–regulate through education, testing, and best practices. There would be no need for another certification process to be developed as independent certification already exists thanks to PACCC. But the good in independent certification is not limited to just helping avoid government overreach, rather, all of that tested education has

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practical applications and should be implemented in pet care boarding facilities. Not every facility will have the same needs, but all do need policies, procedures, and best practices. Taking what you have learned, implementing it, and then keeping that learning attitude and motivating employees to improve through education and third–party testing will allow for the greatest care of pets and safest work environment. But We Must Be Organized & Support Each Other How legislatures view our industry will depend on our willingness to come together and support each other in an organized manner. There is power in numbers. Successful—and powerful— unity through collaboration happens when those in the pet care services industry join organizations such as IBPSA and other pet care professional organizations. For example, when IBPSA advocates for our industry on a state level, we are judged by the amount of support that is shown from the pet care services business owners in that state. While IBPSA is not a lobbying group, this educational, professional association advocates for our industry from an educational and informational perspective. It is through our collective voices that, together, we present and demonstrate that our industry is educated, tested, and implements best practices for the pets in our care. n Carmen Rustenbeck, Executive Director & Founder of the International Boarding & Pet Services Association (IBPSA), has been involved in non-profit work for over 20 years and active in the pet care industry since 2004. Carmen is committed to building a member-centered organization that promotes education, best practices, and strategies for helping our industry reach its full potential for the safety of pet clients and staﬀ, and for the financial future of our members. For more information, visit www.ibpsa.com.

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