Pet Boarding and Daycare September October 2019

VOL 9 • ED 5

SEPT / OCT 2019

Profile of Success

GLACIER K9 Resort & Spa

PHOTO BY HELENA LOPES FROM PEXELS

WWW.PETBOARDINGANDDAYCARE.COM

and daycare magazine

Addressing Common Behavior Problems

DIGGING

and daycare

EXPO

2019 PROGRAM GUIDE INSERT

k9 grass

I N N OVAT I V E O P T I O N S F O R B OA R D I N G

YOU DREAM IT. WE CAN BUILD IT. Here are some ideas in use around the country.

Add smaller play areas for dog aggressive/selective or fragile pets.

Provide a large play area for boarding cats.

This is especially helpful for bonded groups.

Double Decker gives you more boarding area.

Run several transfer doors in a row to give bonded groups of little dogs room to roam.

Visit the special Boarding area on our NEW website, shor-line.com.

www.shor-line.com

800.444-1579

SINCE 1927

IT’S NOT JUST A LICK It could make your customers disappear

Do you protect your business by requiring Bordetella vaccination? What about Dog Flu? Both diseases are highly contagious and could harm your facility’s reputation.

Protect your business from Bordetella and Dog Flu. Require both vaccinations.

Copyright © 2019 Intervet Inc., d/b/a Merck Animal Health, a subsidiary of Merck & Co. Inc. All rights reserved.

US/NCI/0219/0009

STAFF PUBLISHER Barkleigh Productions, Inc.

and daycare magazine

EXECUTIVE EDITOR Rebecca Shipman ART DIRECTOR Laura Pennington

S E P T E M B E R / O C TO B E R 2 0 1 9

CONTENTS

SENIOR GRAPHIC DESIGNER Jenn Barraclough JUNIOR GRAPHIC DESIGNER Jenny Thomas WEB MASTER Luke Dumberth PRESIDENT Todd Shelly VICE PRESIDENT Gwen Shelly

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CHIEF OPERATIONS OFFICER Adam Lohr

GLACIER K9

DIRECTOR OF MARKETING & CLIENT RELATIONS James Severs

STARTING OFF ON THE and daycare

ADMIN / MARKETING ASSISTANT Karin Grottola

EXPO

2019 PREVIEW & PROGRAM

MARKETING COORDINATOR Alyx Robertson

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SOCIAL MEDIA / PR COORDINATOR Evan Gummo CONTACT

General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com

(717) 691-3388 (ext. 225) Advertising: james@barkleigh.com

(717) 691-3388 (ext. 224)

Copyright September 2019. 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

RESORT & SPA

BOARDING EXPERIENCES

42

“I am sorry, I will need to cancel the three–week stay we had

Animal Behavior

Facility

6

36

Addressing Common Behavior Problems: Digging

booked for Fluffy. Yes, we will still be going to Europe. We will

42

PET BOARDING & DAYCARE

From Bother to Boon: Interactive Treat Cams Turn Remote Pet Monitoring On Its Head

Business

Health

8 When Something Goes Wrong...

18 Ten Website Myths and Mistakes

Pet Resort Owners Should Avoid 24 Assessing the Value of Add-On Services

48

PET BOARDING & DAYCARE

have a neighbor put out food every few days”.

Handling Obesity in the Pet Care Facility

Industry News 52

New Products

5

ANIMAL BEHAVIOR

A

lthough many behavior problems can’t adequately be addressed in a board-

ing environment, that doesn’t mean boarding and daycare staff can’t offer tips to clients having challenges with their pets. Assisting your customers on issues they’re having real problems with can build customer loyalty which is priceless.

With this in mind, let’s talk about a common challenge dog many owners have.

Digging. Some dogs dig. Other dogs dig a lot! I think the worst case I’ve ever seen was a Rottweiler who

ADDRESSING COMMON

dug such deep holes in the back yard that their owner’s fence collapsed.

Digging can be a real problem for some clients as it can cause a great deal of expensive damage.

Like all behavior problems, the way to deal with it is to try to figure out the root cause(s). Some of the most common reasons are boredom, lack of exercise, negative associations with the location the dog is left in and gophers.

Solutions to Digging Behavior Bored dogs usually dig when left alone for moderately long periods of time. To address this, owners should invest in interactive toys that will keep the dog occupied when left to their own devices. Kongs stuffed with delectable treats and Boomer balls, which some dogs will spend hours pushing around the yard, can make a real difference. The point here is that the more time the dog spends playing with products like these, the less time they are likely to spend digging up the yard.

By Steven Appelbaum

Owners should also avoid digging in front of their dogs. Some dogs like to mimic behavior they observe and

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PET BOARDING & DAYCARE

digging is a natural behavior for them, so caution owners about this.

Exercise is also a key in dealing with digging behavior. Moderate walks of 20-40 minutes, 3-4x per week can do wonders for the dog’s health and activity levels. Both owner and dog should make sure they have a clean bill of health before commencing any exercise program. I have seen countless cases of digging dogs who stopped their excavations once they started getting regular exercise.

Obedience training can also help here.

Did you ever notice that if you have to focus intensely on something for 15-30 minutes it can make you physically and mentally tired? The same holds true for the dog. Owners that work with their dogs on obedience for 15-30 minutes prior to departure might find a real decrease in inappropriate behavior on the part of their pets after they leave.

If an owner has gophers or any type of digging/burrowing critters living in their yard, and their dogs are digging holes to try to get at them, the only way they are likely to solve that behavior is to contact a professional to help them humanely remove the rodents.

Digging can be a challenging behavior and many owners will need to work with a professional trainer to eliminate this behavior. If you don’t already have a relationship with a dog trainer, consider establishing one. A good dog trainer can really help your clients properly deal with behaviors like this. Not only can you be a part of the solution, but your assistance can help both pets and the people who love them have stronger, healthier relationships.

Other Things to Consider When Addressing Digging Don’t make the yard a place of banishment. This is a common mistake.

Some owners don’t trust their dogs in the house when they are gone, so they leave their dogs in the yard. Since dogs are social beings, this can create anxiety and negative associations with the place in which they are being left. Sometimes anxiety can cause a dog to act out and digging is one of the ways they do this.

It’s important to understand that “acting out” is not a spiteful behavior on the part of the dog. It’s simply a reaction to stress. To address it, you must teach the dog to associate more positive things with the place in which they are being left. That means playing with the dog in the yard, working obedience with the dog in the yard, and working with a dog trainer—so that if at all possible, the dog can earn freedom in the house and yard when the owners are away.

Steven Appelbaum is a professional dog trainer and founder of Animal Behavior College (ABC), a vocational school specializing in animal career training programs. ABC offers pet grooming, dog training, cat training and veterinary assistance programs and will be launching an aquatics management and zookeeper assistant program in 2019. The school also offers a variety of continuing education programs on subjects including; pet nutrition, pet massage, dog walking, pet sitting and training shelter dogs.

Aside from managing ABC, Appelbaum works as a freelance author, lecturer and pet business consultant. For more information about Animal Behavior College, please visit the website at www.animalbehaviorcollege.com

Visit our website to see what other people have to say about the Prima Bathing System.

PET BOARDING & DAYCARE

7

BUSINESS

When Something Goes Wrong au

L E by

As you likely know, providing quality pet care includes a lot of sensitive moving parts. All pets have unique physical and emotional needs, and it’s your duty to ensure they’re consistently and continuously met.

8

ne

ama a L a r

P

et industry business owners strive to meet this demand by providing the best possible care to every pet that comes through their doors.

Ironically, the furry guests aren’t the ones with the highest expectations though—they leave that for their doting pet parents.

While most pet care providers invest significant effort in excellent services for the pets in their care, many don’t put the same emphasis on the pet parent’s experience. This common shortcoming has led to a gaping void on proper staff training—especially when it comes to managers.

When something inevitably goes wrong, communication skills are a key to improvement.

Part of providing exceptional pet care

PET BOARDING & DAYCARE

means knowing exactly how to respond to the first signs that something’s wrong.

For example, staff members are often trained to monitor each pet’s feeding and consumption. Weighing a pet frequently is often done by top pet care providers. If a pet isn’t eating normally, staff are trained to alert a manager or owner. When a pet shows even the slightest symptoms of illness or injury, there’s a clear and effective protocol in place. Again, it’s likely to report to a manager, owner or veterinarian.

When the problem reaches them, a good manager responds with both the pet and pet parent in mind. It’s usually management’s responsibility to ensure and oversee exceptional customer service, especially when an issue arises.

SERIOUS REVENUE

GROWTH For SeriouS BuSineSS ownerS

Mishandling difficult customer situations directly leads to the loss of customers. Even just a few years ago, a lackluster attitude toward customer service may have sufficed. Not today. Competition is fiercer than ever, and your customers now realize they have tons of pet care options.

While the pet care business is growing rapidly, customers are more difficult and expensive than ever to obtain. Smart com-

OUTSTANDING PET CARE

panies understand the importance of not

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the top 50 customers from your own database and see how much they’ve spent with your company over time. It’s likely tens of thousands of dollars—or more. These doting pet parents didn’t announce (or even know) how much they were going to spend, but the quality of their experience with your company kept bringing them back.

“‘I’ve seen firsthand that Laura Laaman and the Outstanding Pet Care team substantially increase her client’s revenues and significantly outperform the industry norm. These increases were essential in helping OPC clients command top dollar when it came time to sell. She guarantees her client’s success in writing; I can’t imagine why anyone would not be an OPC client.”

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PET BOARDING & DAYCARE

So, how does a company set up a

protocol for effectively dealing with a difficult situation?

First, establish a goal for your front desk staff. Is their job simply to go through the mechanics of checking a customer in or out? Or is it to make the customer feel welcome, appreciated and valued? If it’s the latter (and it should be), expectations need to be abundantly clear. Include that in the job description and employee training.

Track their progress and provide meaningful feedback, especially praise for a job well done. They should clearly know their goal: to do everything they can to ensure an excellent customer experience.

When they’re faced with a less than happy customer, staff should be able to recognize cues, including body language. A measured, proactive front desk staff member will turn the situation over to someone trained and skilled in conflict resolution.

Next, establish the company’s attitude toward unhappy customers. When a

Consistent communication is key, especially when something is new (new customers, policies, hours…). Positive phrasing goes a long way to minimize the human customers getting their hackles up. customer is unhappy or complains,

communicate, but over–communicate.

it can be easy (but unacceptable) to

pet’s grooming, they look to improve the

Consistent communication is key,

react defensively or place blame on the

situation going forward. For example,

especially when something is new (new

customer. You may have heard your own

a proactive staff member might show

customers, policies, hours…). Positive

team saying things like, “They didn’t tell

pictures of different haircuts or lengths

phrasing goes a long way to minimize

me that’s how they wanted the haircut,”

before grooming appointments. Similarly,

the human customers getting their

or “They didn’t ask for help bringing their

a tuned–in and trained staff would antici-

hackles up. Adding “For the safety of all

dog or belongings to the car.” Progressive

pate a customer with two dogs or multiple

guests” before “Dogs must be on leash”

companies consider these moments a

belongings needing assistance to their car.

does wonders for the tone of

chance to provide exceptional customer

This attitude is worth it in the long–term—

the message.

service and circumvent the same problem

and often the short–term as well.

With this is mind, it’s important to

Top companies not only

anticipate what information a pet parent

from recurring.

12

If a customer’s not happy with their

PET BOARDING & DAYCARE

needs from you—and what you need

Ensuring everyone’s on the same page

from them. When possible, explain

keeps business flowing smoothly—for

why changes have been put in place.

both employees and customers.

A pet parent may be disappointed by a sudden change in play schedules,

It’s difficult to deal with an unhappy

but if someone explains it’s due to

customer, and the reality is most people

weather, they’re likely to understand,

don’t have this skill. The people who

accept and appreciate your company’s

are talented enough to effectively turn a

pro–activeness.

dissatisfied customer into a satisfied (or

Having verification procedures in

even delighted) one know the difference

place is also highly beneficial. If you

between responding and reacting. A

do have a change in schedule, rather

knee–jerk reaction is a normal, untrained

than assume a customer read an email

and undisciplined action. A proactive

or notice at the front desk, take the

response is a calm, meaningful way to

time to verify they’re aware of the

reduce conflict or prevent it altogether.

change. The same principle applies to welcoming new customers. Verify

If you’re interested in assistance helping

they understand your facility’s vacci-

your managers develop this and other

nation requirements, cancellation pol-

essential skills, contact the Outstanding

icy, and other important information

Pet Care team to learn more or sign

right away and at the time of drop-off.

up for our management success series

Confusion often starts with miscom-

by calling 1-888-735-5667 or email to

munication and inconsistent protocol.

success@LauraLaaman.com.

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PET BOARDING & DAYCARE

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and daycare

EXPO

NOVEMBER 11–14, 2019 HERSHEY, PA

BE A STEP AHEAD

OF THE REST!

You asked and we delivered! We heard your requests for more advanced classes for the seasoned professional—and we’ve added just that!

A

lso new for 2019 will be three distinct educational tracks for every level of pet care professional. In addition to the restructuring of the education, this year’s PB&D East Coast Expo will feature more social events and more exhibitors than ever before, as well as a separate half–day of daycare–specific education on Monday, prior to the keynote kick–off.

Our three educational tracks this year will include the Owner/Manager track, the Financial track and the Staff/ Continuing Education track. All three tracks will run simultaneously, so pick the one that best fits your needs, or jump back and forth between classes, depending upon your interests.

The Owner/Manager track will include seminars to motivate, empower and educate the seasoned owner or manager, or those just starting out.

It will also include actionable information you will be able to implement immediately upon returning to have your boarding and daycare business

16

operating to its utmost potential.

For the Financial track, we’re thrilled to announce an unprecedented new series of seminars to help maximize your revenues, business value and overall success. The industry’s most powerful, credible and recognized professionals come together under one roof to share game–changing insights on how to survive—and thrive—in this increasingly competitive, multi–billion–dollar industry.

Be sure to also bring your staff !

The Staff/Continuing Education track will feature in–depth information on handling dogs and understanding their behavior, as well as a Pet First Aid & CPR certification course and other seminars on controlling disease in the boarding and daycare environment, and addressing pet health concerns.

Following the four–hour “Dynamic Dog Daycare” program on Monday, will be a keynote address by Shawna Schuh, President of the Women in the Pet Industry Network. After the keynote, be sure to stick around for the meet & greet,

PET BOARDING & DAYCARE

sponsored by National Kennel Sales and Live Oak Bank, to enjoy some drinks and food with your industry peers.

Other social events at this year’s expo include a Coffee Social sponsored by Pet Resort Marketing on Tuesday morning, a Networking Reception sponsored by NVA on Wednesday evening and our ever–popular Round Table Luncheons on Wednesday and Thursday.

And don’t worry—we didn’t forget to leave time for trade show shopping! With more vendors than ever, this will be your buying event of the year. Order cleaning products, kennels, software, dog beds, bowls or anything else you might need for your boarding & daycare business.

So if you’re new to the industry or have been in the business for years, you will not want to miss this year’s PB&D East coast Expo—you’re guaranteed to learn something new!

For more information or to register, visit

www.PetBoardingExpo.com

HAVE

THE

TACTICS

&

@ and daycare

EXPO

November 11–14, 2019

Hershey Lodge & Convention Center Hershey, Pennsylvania

www.PetBoardingexpo.com

WEBSITE MYTHS AND MISTAKES

By Andrew Verdesca If we build it, they will come. FALSE. Many pet resort owners think that creating a website for their business gives them a billboard on the internet that all pet parents in their community will see.

Truth is, their website is merely one of thousands of pet resort websites on the web. This means websites must be built to stand out and signal search engines, or else it will be nearly impossible for local pet parents to find you.

In addition, you need to update 18

Illustration by Rocky Reasoner

your Google My Business, Facebook, Yelp and other online directories with your current information, otherwise pet parents who read about you there might decide to look for another pet resort whose information in those online services is more compelling.

An attractive website means more website visitors. FALSE. Some pet resort owners prioritize “pretty� over compelling by adding attractive artwork

PET BOARDING & DAYCARE

and images of pets into their website design, thinking that prettier pictures will attract and engage pet parents.

Images work well when they reflect the unique experience and value offered by your pet resort and help tell your story.

Pretty also can negatively impact performance. Often the added artwork, images and photos can slow a website down, which distracts viewers; worse yet, that slower speed tells Google that your website is not worthy of listing among top results of a search for pet

services. Be careful not to clutter your website with too many random pictures, regardless of how “pretty” they are.

More website visitors mean more pet resort customers. FALSE. Don’t let anyone tell you that having many people visit your website means your website is successful. The real measure of your website’s success is determined by how many visitors become your customers. Your website needs to guide visitors to the next level of interaction with your pet resort staff by including a decisive call–to–action—a simple and straightforward next–step—that extends the engagement, builds the relationship and converts visitors into customers.

Many website visitors aren’t even geographically located in your service area.

Research has shown only about 65% of website visitors are within the typical

service area of a pet resort.

The more information about your pet resort on your website, the better.

FALSE. Ever run into a salesperson who won’t stop talking to you about the product they’re selling?

Some pet resort owners resemble these salespeople when they decide to display multiple paragraphs of text about their resort on their web pages.

Visitors don’t like to read a lot of text, especially if they’re viewing your website from their cell phones. It’s better to make your visitors contact you for more information rather than overwhelm them with information. In short, when it comes to describing your pet resort on your website, less is more.

Blogs used to be all the rage, but current research shows that many blogs attract the wrong type of

visitors—people who would never be customers or who are outside your service area. If you blog, make sure you talk about your local area and topics that would interest local pet parents.

Keeping the same website unchanged over time shows business stability and validity. FALSE. Many pet resort owners leave their website untouched, looking the same as it did on the day it was launched. Often this is because they are more focused on their business operations than their website. But if your website remains untouched for years, it will look outdated and unprofessional, reducing the likelihood of attracting new customers.

Your website should reflect the credibility of your company and represent your brand in the most professional way possible. It’s best to update your website

Finding Exceptional Pet Care is as Easy as ABC!

• • • • • •

PET CARE FACILITY MANAGEMENT BOOT CAMP

Perfect for start-up businesses, general managers & department managers 1-on-1 training for pet care operations & facility management All curriculum is personalized for your needs Training is conducted in Houston at the ABC Pet Resort & Spa campus Going to Pet Boarding Courses taught by professionals with & Daycare Expo? years of experience in our industry Stop by our booth!

2, 3 & 5-day programs available FOR MORE INFORMATION:

jennifer@abcpetresort.com (281) 444-9414

www.abcpetresort.com

PET BOARDING & DAYCARE

19

periodically, or even consider replacing it, so it reflects modern website design standards and usability trends (such as making it easy to read on a phone) that can increase your chances of converting today’s visitors into tomorrow’s customers.

Having many items to choose from on the home page navigation is good.

FALSE. Choices are good. Too many choices is bad.

Having many items to choose from on the home page navigation is good.

FALSE. Choices are good. Too many choices is bad. Navigation should clearly reflect the pet resort’s main services (i.e. boarding, grooming, daycare, training) and correspond to the visitor’s primary reason for finding the website. Some pet resort owners want to list all their services plus blogs, testimonials, galleries of photos, news, locations, etc.

Having so many options to choose from can be confusing; more importantly, it can lead your visitors’ eyes away from the pet services you most want them to see (and select) in order to become your

customers. If you have content you think pet parents should see, draw them in from the homepage by having good call–to– action statements to learn more about a topic or as a link in your content.

Describing your pet resort’s capabilities on your website will compel pet parents to call you. FALSE. Ever wonder why a pet parent who visits your website might not contact your resort to book a reservation? There could be many reasons, but one common reason is because your website lists your services and describes your capabilities without describing the benefits to the visitor.

Pet parents who have arrived onto your website need to understand not only what services you offer, but how those services will benefit them and their pets. Failure to include these benefits, especially in a way that differentiates your services from your competitors’, can send your visitors away.

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Adding social media links or icons to the top of your website is good. FALSE. While it’s beneficial for business owners to have a presence in multiple social media channels, such as Facebook, Instagram and Twitter, placing icons for these channels at the top of your pet resort website is detrimental. On one hand it shows visitors right away that your information is also available elsewhere. On the other hand, icons placed at the top of your website might cause visitors to leave your website before they even get started reading your web page. To avoid this, the icons should be placed only at the very bottom of your website.

it comes to websites. Websites that are designed for viewing on a desktop will not look the same on a mobile device unless they’ve been designed specifically for viewing on both desktops and mobile devices. Pet resort owners should make sure their websites are built and tested to display correctly and attractively on both desktops and mobile devices.

If your website cannot be easily navigated using a smartphone, you could potentially be missing out on a significant amount of business. And remember, all smartphones are not alike. It is best to have your website tested on multiple brands and models because their screen sizes vary significantly.

Having a website that works well on your desktop means it will work well on your cell phone. FALSE. The old expression, “What you see is what you get,” is not always true when

Collecting analytics from your website is unnecessary. FALSE. It is critical to understand whether your pet resort website is working for you, how your visitors are responding to it and whether

PET BOARDING & DAYCARE

you need to make any changes to maximize its impact. For example, wouldn’t it be helpful to know where your visitors are coming from and which channels are getting people to your website? Then, you could advertise more in those channels to generate even more visitors.

Do you know which keywords or phrases your visitors are using to find you?

Can you detect which of your webpages are receiving the most or least visits? You’ll get new customers by displaying the right pages with the right messages for the right visitors at the right time—so it’s important to collect your website’s analytics.

Andrew Verdesca is Director of Marketing and Sales for Pet Resort Marketing at Nehmedia, Inc., which specializes in generating substantial leads and revenue for pet resorts nationwide by creating compelling websites, social media, emails, newsletters, and managing online ratings and reviews. If you’d like to take advantage of such digital marketing capabilities to acquire new customers and grow your revenue, schedule a free consultation with Andrew by calling 512-900-1070. Or you can write to info@petresortmarketing.com or visit www.petresortmarketing.com.

ASSESSING THE

OF

By Charlotte Biggs

24

PET BOARDING & DAYCARE

O

ne of the most rewarding experiences as a pet care services provider is to have a pet owner express how happy and grateful they are with the care and service you’ve provided for their pet. It’s just as rewarding to see that a pet’s specific physical and emotional needs are met. Even more important is knowing they are checking out of your facility in as good if not better condition than when they checked in. This experience combined with the successful operation of our business is what we strive to achieve on a daily basis.

To ensure this outcome is achieved, take time to assess the relevance of your services to the needs of the pets in your care and the expectations of today’s pet owners.

• Are you providing what they need or what they want?

• Can you improve your level of service or the type of services you provide to better accommodate the client needs in your market and the pets in your care?

• What would it take to add improvements in care or additional services?

• Would the return on investment improve the pet’s experience while in your care, the pet owner’s appreciation for your services and your business’ bottom line?

According to Veterinary Practice News, March 2018 edition, “other” services, which includes pet services outside of healthcare such as grooming, boarding, walking, training, pet sitting, yard services and more, saw one of the highest growths in the market. Our segment of the market came in at $6.16 billion in 2017, and spending in the pet services segment continues to grow.

What does this growth in our market mean? This increased spending by pet owners reflects a priority in providing the best of care and specificity of care and services for their pets. There is a great opportunity to expand your reach, have a positive impact on the lives of the pets

within your community and increase your revenue at the same time.

As we continue to grow and evolve as a pet care services industry, now is the time to consider what services you offer and the value of adding services or additional add-on services to your business.

What are Add–on Services?

Add–on services are additional services provided to improve the pet’s care and experience while improving the pet owner’s appreciation and perceived value of your services. They provide an opportunity to increase your business brand or reputation and provide for additional revenue streams and increased profit.

• Add–on Activities: These can be as simple as providing extra activities not currently offered that will benefit the pet, such as individual walks, reading with treats, movie with the pup, belly rubs or one–on–one playtime. Essentially, they’re options that can be chosen based on the

individual needs of the pet that provide increased pet engagement and an improved experience for the pet.

• Expanded Services: For an improved customer experience, this could be expanding services you currently offer in a limited capacity, such as extended business hours, special pick–up or drop–off times, adding video cameras, overnight staffing or offering a mobile app.

• Special Programs: To improve your brand and engage your pet–owning community, you could develop special programs such as providing Pet First Aid/ CPR courses, Doga (Yoga with your pet), Fun Agility (Agility for fun without the competition), Geriatric “Easy Goes It” classes or providing pet owner educational sessions on different topics.

• Niche Services: To meet the needs of an aging pet population and the owners of those pets who are looking for specific quality care for them, it could be developing a niche service of care

PET BOARDING & DAYCARE

programs

To improve your brand and engage your petowning community, you could develop special programs such as Doga (Yoga with your pet).

25

The goal is to assess your business offerings to identify if there are opportunities for improved pet care experiences, customer demands or specific market needs that could be met with some changes from within your business.

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for geriatrics or special needs pets who require this higher level of care. There are other areas with specific needs as well, such as programs for puppies or tiny dogs, or Fear Free™ programs. This type of program results in an improved level of care and experience for the pet and a high value appreciation by the pet owner.

• Core Services: Adding additional core services to the services you currently offer, such as adding daycare, lodging, grooming, training, retail or pet transportation, depending on the needs of your specific market, would add an additional revenue stream and could enhance your overall customer appeal and uptake of all services.

Not all add–on services will work for all pet care services businesses. It will depend on your market, customer and pet needs, and your business model, mission and vision. The goal is to assess your business offerings to identify if there are opportunities for improved pet care experiences, customer demands or specific market needs that could be met with some changes from within your business.

You can begin your analysis by looking at and doing the research on your overall market and customer makeup.

Are the pets you’re caring for currently aging? Are their needs different and could you add services to make it better for them? Or are you in an area where the demographics of working double– head–of–households has grown and dog daycare could thrive if you added it? Ask

your clients verbally and with surveys how you’re doing and what else you could do to be of service to them. Ask your staff if there are things they think you could be doing that would be of service to the pets you care for.

Once you’ve identified possible add-on services, do a Benefits to Risk analysis before making your decisions. The following are some factors to consider.

Benefits of add–on services are: • Improved pet experience • Increased value to the pet owner • Increased business brand or reputation • Additional revenue stream • Increased profit Risk of add–on services are: • Cost to benefit the pet/pet owner business; real and value assessed • Direct business cost; space adaptation and equipment cost

• Staff knowledge; cost of staff education and training • Pricing; based on cost plus profit • Value message to the pet owner; ensure it will support required pricing Creating a niche service or adding a core service will require more substantive changes to make them happen. These include identifying appropriate space and equipment or having to engage in creating the new space through remodel or construction, as well as additional staff and education and training for staff. Analysis, preparation and planning is a must. It may be that you can implement some things now and plan additional ones for later.

Assessing the value of potential add-on services can create the opportunity to keep your business fresh, relevant and successful as you respond to the needs and demands of the pet care services market you are in.

If you’re not certain where to begin, there

PET BOARDING & DAYCARE

are industry and community resources you can access to assist you.

Charlotte Biggs, CPACO, is the Business Growth and Development Guru with The Dog Gurus. Charlotte is also co-founder of the Professional Animal Care Certification Council (PACCC), the pet care services industry’s only independent certifying body. She served as COO for four years for the International Boarding & Pet Services Association (IBPSA). Charlotte’s leadership in the pet care services industry, combined with her real-world expertise as the original owner and operator of Stay N Play Pet Ranch, Inc., which she and her partner founded in 1998 and grew to one of the most successful, full service, all natural and holistic pet care facilities in the country before successfully selling it in 2013, makes her a sought-after industry speaker and consultant.

27

PROFILE OF SUCCESS

28

PET BOARDING & DAYCARE

A COOL

PLACE FOR PETS

By Kathy Hosler Photos provided by Glacier K9 Resort & Spa

I

magine vacationing at a resort that has spacious suites with breathtaking views, offers unlimited activities, and caters to your every want and need. That's exactly what Christie Becker and her husband, Jake, envisioned when they decided to build Glacier K9 Resort & Spa. Christie entered the pet care field in 1996 when she opened a pet grooming business. Over the years, her business grew and she and Jake decided to expand and open a pet resort. Christie and Jake did extensive research, visited facilities and went to conventions. They found the perfect location on 24 picturesque acres near Kalispell, Montana.

"We are a tourist area," says Christie. "We're thirty miles from Glacier National Park. We are near Flathead Lake and just outside of Whitefish, which is a huge ski area. And, we are only one hour away from Canada."

PET BOARDING & DAYCARE

29

“Some of the suites have

heated floors while others have windows with

BREATHTAKING VIEWS OF THE COUNTRYSIDE.” — Christie Becker, owner of

Glacier K9 Resort & Spa

Jake was in construction, so he designed and built the entire resort.

He planned out everything from the huge, inviting brick fireplace in the lobby, to the placement of windows for the most magnificent views.

"We put a lot into the heating / cooling / cleaning systems," says Jake.

"With all the viruses, etc. going around, we wanted to make sure that we were top–notch for that when we built the facility. We have four independent heating/cooling systems. Each one has an air scrubbing filtration system. We have a minimum of twenty air exchanges per hour. We also added three energy recovery ventilator systems that constantly supply outside air to the building. The air always smells fresh, not doggy."

The resort has epoxy chip flooring throughout. Every floor and wall surface was designed for easy cleaning and sanitizing.

"We wanted to keep the moisture low in our building, so we opted not to install trenches and kennels that have to be hosed down to clean," says Christie.

"We use Health Technology equipment and products to clean everything.

"We have cinder block kennels with full glass doors, and we also have some manufactured suites. Some of the suites have heated floors while others have windows with breathtaking views of the 30

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They have over 8,000 sq. ft. of outdoor play area fenced and equipped with K9 grass. There is also a large indoor playroom. countryside. We also have a Tiny Town area where we board the small dogs.

We wanted to keep the homelike environment, so the suites have raised cots, comfy fleece bedding and TV's."

There are a variety of extra care services, gourmet treats and bedtime 'tuck

in' service available for the guests. Each dog is taken out at least five times a day.

The owners really like all the individualized attention their pet receives.

The resort can accommodate 50 to 60 overnight guests. They have 35 suites, Tiny Town and a slumber room. The slumber

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room is especially popular with the daycare dogs when they stay for overnight boarding. They already get along with each other during the day, then they have a slumber party at night.

There is a caretaker's cottage attached to the 5,000 sq. ft. building, so there is someone on the premises 24/7. In Montana the weather doesn't always cooperate, so it's a real bonus to have staff there even when others are snowed in.

Their daycare usually averages about 35 dogs a day. Boarding dogs can also participate in daycare at a reduced rate.

They have over 8,000 sq. ft. of outdoor play area fenced and equipped with K9 grass. There is also a large indoor playroom. Both areas have lots of play equipment, climbing structures and a fun water feature/splash pad area.

"We have an enrichment style of daycare," says Christie. "Owners can add it on to their standard daycare package. A typical day at Glacier K9 includes up to 10 hours of structured activities such as agility, brain puzzles and mental stimulation, ball and

In addition, there is a large retail area

near the crackling fireplace. They do a

brisk business selling collars, leads, apparel, toys, treats, food and more.

retrieval games, themed activities (pool and birthday parties), as well as playtime and rest periods."

Social media, especially Instagram, has become a big thing with the Glacier K9 pet parents. They want to see photos

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of their pets enjoying daycare. Owners who sign their dog up for an enrichment program are guaranteed to get a picture to show what their dog participated in. When the owners share the photos with their family and friends, it's great free advertising for the resort.

"Social media has become such a big part of our world today," says Christie.

"We don't have high–speed internet where we are located, so we can't have webcams for the owners to view at this time—but we do post lots of photos."

Cats also get their fair share of pampering. They have their own private area adjacent to the lobby. It's quiet, yet they get to see everyone coming and going.

The cats each have their own condo, and they also get individual free time in the lounge area where they enjoy play equipment, climbing structures and toys.

In addition, there is a large retail area near the crackling fireplace. They do a brisk business selling collars, leads, apparel, toys, treats, food and more.

"Our website, www.glacierk9.com, is very user–friendly," says Jake. "People can see everything we offer and can make their boarding and daycare reservations

online. A la cart and add–on services for the pets can also be selected when making the reservations."

The resort has a state of the art bathing area, where they offer baths, nail care and additional spa services to pamper the dogs before they head home after their stay.

Business has increased so much that Christie and Jake are planning to expand. "We are adding more fencing this summer," says Jake. "And, we would like to build another large building to accommodate our increasing daycare, training and enrichment programs.

That will allow us to do more boarding in our existing building."

Glacier K9 is busy year round. The resort caters to many vacationers in the summer. Glacier National Park does not allow pets, so many people leave their animals for daycare or a couple of days boarding while the rest of the family does their sight–seeing. And, all winter long they have a brisk business from pet owners who love to ski.

So, while their owners are heating things up on the slopes, the pets are chillin’ out and having a cool vacation of their own at Glacier K9 Resort & Spa.

PET BOARDING & DAYCARE

35

FACILITY

INTERACTIVE TREAT CAMS

TURN REMOTE PET MONITORING ON ITS HEAD

By Lisa Lavin

36

PET BOARDING & DAYCARE

W

ebcams have long been

pet–owning market, 51% say they buy

a standard tool for pet

their pets a gift at least once a month

boarding facilities.

and 71% say they would take a pay cut

By giving customers a visual check–in

for the opportunity to bring their pet to

on their pets from afar, pet hotels have

work every day1.

offered customers peace of mind that

For that audience, interactive treat

comes with being able to view their

cams offer reassurances that one-way

pet. However, webcams also have been

webcams can’t match. With smartphone

known to create angst for pet owners

integration becoming the standard in

who think Brutus looks lonely or sad

everything from GPS–connected collars

during webcam visits. These anxious

to health tracking apps, people are less

pet parents will often call the pet hotel

willing to settle for simply seeing their

to complain about their lonely, sad pet.

pets, and it shows. Consider that half of

Now, a new generation of interactive

pet owners who are aware of interactive

“treat cams” is turning webcams on

pet toys own and use at least one such

their head. With two–way connections

product, while only 19% of owners who

that allow owners to chat with their,

are aware of pet cameras use one.

pets, dispense treats and even release

That market is growing, too. The

soothing aromatherapy, these interac-

CTA expects the pet tech market to

tive systems complement a boarding fa-

grow to 6.9 million units and $360

cility’s services by offering a real–time,

million in revenue by 2021.

remote interaction that boosts peace of mind for pet owners and could mean big business for boarding facilities.

Pet Tech for a Changing Consumer

Less hassle. More revenue.

How does this benefit pet boarding facilities? While webcams are

44%

OF PET OWNERS

ARE INTERESTED

IN TECHNOLOGY THAT ALLOWS THEM

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THEIR PET

Mindset

We live in an increasingly interactive world, and consumers are beginning to

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research from the Consumer Technology Association (CTA), 44% of pet owners are interested in technology that allows

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them to feel more connected to their pet, 37% want tools to help their pet feel less lonely and 27% want technology that

Our webcam solutions can help to build your business by providing peace of mind for your clients.

eases their pet’s separation anxiety.

The reasons are simple. Pet owners increasingly view their furry friends as part of the family. They worry about their pet’s emotional and physical wellbeing the same way they would worry about a child. Among millennials, who

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ACCORDING TO

IN 2018

PET OWNERS:

INITIATED

SPENT A CUMULATIVE

TOTAL VIDEO SESSIONS

16 HOURs 13 minUTES

WITH THEIR PETS

INTERACTING WITH THEIR PETS

602,882

SPENT

60%

10 YEARS 4 DAYS

40%

OF THEIR TIME

SPENT THEIR TIME IN

WATCHING THEIR

PETS IN SILENT MODE

CHAT MODE

AN AVERAGE OF

DISPENSED 977,892 TREATS

2 TREATS per session

DURING VIDEO CHAT SESSIONS

increasingly an expected amenity,

Dog Kennel Floors

treat cams can be an important differentiator and a powerful tool

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for driving revenue. Pet Station Country Club in Louisville, KY, for example, has 116 boarding rooms, including eight suites that feature two–way interactive videophones that dispense treats and aromather-

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encased within a plastic guard for added pet safety. Since installing the videophones, they have seen a 25% increase in per–suite, per–night revenue and a 30% increase in both

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In addition, treat cams have the potential to decrease calls from pet parents who might feel their pet looks sad or lonely on a traditional webcam video stream, thus triggering a call to the boarding staff. a child. Pet parents want to know their

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pet is in good hands, and they want to feel like they’re still connected, whether they’re at work or on vacation thousands of miles away,” said Scott Burnley, Pet Station Country Club.

“By offering this kind of greet and treat system, we’re allowing owners to check in from the beach, the bus, or anywhere else they are when they start to miss their pet. Having the opportunity to see their pet react to their voice, or to dispense a treat, makes it easier for them to enjoy their

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In addition, treat cams have the potential to decrease calls from pet parents who might feel their pet looks

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CATS

STARTING OFF ON THE

BOARDING EXPERIENCES

By Deborah Hansen

“I am sorry, I will need to cancel the three–week stay we had booked for Fluffy. Yes, we will still be going to Europe. We will have a neighbor put out food every few days”.

42

PET BOARDING & DAYCARE

You just lost a

T

LARGE

chunk of expected revenue.

Cat people come from a different

They have a concept of rewarding good

cancellation rate because cat

starting point than dog people. Most dog

canine behavior. Most dog owners know

owners cannot locate the cat

people know that the dog needs training.

when they need to seek a trainer. Dog

he cat industry has a high

or safely get the cat into their vehicle for transportation.

Cats are usually dropped off at the feline boarding facility just before the owners go out of town. After the suitcases are packed, the owners will retrieve the carrier—typically from a hidden place somewhere in the house or garage. They then come rushing up to the cat with the foreign carrier and try to coax the cat inside. If that doesn’t work, the owner will proceed to “stuff ” the cat in—usually against its will—making the journey out of the home stressful for everyone.

This makes us ask, “When does the boarding process begin?” The owners of boarding facility tend to view the boarding process beginning when

Dick with Ace, Ruthie & Gaston

the appointment goes into the books as potential revenue. The staff views boarding as beginning when they first see the cat. Most owners view it as beginning when they start looking for the cat to put it in the vehicle to bring to the boarding facility.

With all these different perspectives, as boarding facility owners, we need to understand that the boarding process begins at first contact. When a potential client communicates with us is when your processes and procedures should start.

With your canine clients, you have it down; required shots, what to bring, food, medication, etc. As business owners, logic tells us to apply that same script to our feline clients. We forget one very important thing…cat people

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The Pet Shield is also a wonderful family friendly tool to have in the household. This training tool helps control pets while teaching corrective behaviors, such as no jumping.

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When a potential client contacts you, begin the conversation as always. Then add, “Is the cat comfortable in the carrier?”, “How do you usually get the cat into a carrier?” and “How does the cat act during car rides?”

owners know public etiquette and expect to be asked for shot records. They seek regular veterinary care. Dogs are comfortable walking on a leash or being carried in public. Dog owners understand the general concept behind crates.

Cat owners do not have that foundation. Most cat owners bring home a kitten; it already knows how to use a litter box; it doesn’t overeat when free–fed. Life is perfect! The cat lives harmoniously with the humans. When the cat rips up the

furniture, the owners complain, but they do not seek professional help. Shots are often neglected because the cat does not leave the home, and most cat owners do not use crates. While certain standards are set for a dog, the cat is free to live life the way the cat chooses.

Then add, “Is the cat comfortable in the carrier?”, “How do you usually get the cat into a carrier?” and “How does the cat act during car rides?” These questions not only open the door for client education, but allow you to address the top reasons cat owners cancel their bookings.

What do we need to do different for feline boarding clients?

When a potential client contacts you, begin the conversation as always.

How do we educate and support our feline clients before they arrive at our boarding facility?

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Have a page dedicated to cat boarding. Teach owners how to safely crate and transport their cat. Include video and text with basic tips for getting the cat comfortable with the carrier.

Reinforcing the importance of transporting the cat in a carrier to your facility goes a long way toward helping clients start their vacation and their cat’s boarding experience in a safe and stress–free manner.

Tips to include on your website: The weeks or days leading up to drop–off:

• Leave the carrier in the corner of the most used room of the house, facing the activity, with the door open.

• Put the cat’s favorite bed (or what they like to nap on) in the carrier.

• Leave treats in the carrier.

• Pet, talk to or play with the cat when the cat goes into the carrier on their own.

• Repeat as often as possible.

Day of drop-off

• An hour before it is time to leave, put the cat and carrier in a small room with no hiding places.

• Fifteen minutes before departure, go into the room the cat is in, close the door and calmly put the cat into the carrier.

Place a courtesy call and trouble shoot.

A week or two before the drop–off appointment, place a courtesy call to the owners. Ask if they were able to put the carrier out in the family room and inquire how that is going.

If your client has not put the carrier out, ask what the biggest thing is that is stopping them. Most of my clients tell me it is an eyesore. My solution is to put the carrier out and heap pillows around it, or order a designer purse– style carrier. Other clients tell me they PET BOARDING & DAYCARE

45

haven’t bought a carrier yet, or just can’t

BOARDING KENNELS:

THE DESIGN PROCESS

find it. All easy solutions.

Once you start these courtesy calls, your clients’ reasons will have common themes. When you establish the themes, put links with the solutions on your cat boarding web page.

If the cat is uninterested in the carrier, make suggestions to make it more interesting to the cat. Feed breakfast in the carrier, or play like you would with any box to help the cat become more comfortable. If the cat hasn’t gone into the carrier, move it to a room that is used more often by the family.

Asking a few extra questions when booking a feline stay, adding additional educational material to your website, and placing a follow–up call will increase the likelihood that your feline

Dog spaces, cat spaces and even human spaces. Everything you need and insights on things you may NOT have considered.

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boarding clients will keep their bookings—and most importantly—arrive less stressed than before.

Deborah Hansen, CFMG, CFCG, is the owner of a successful feline exclusive house call business, Kitty’s Purrfect Spa in California. She is the creative talent behind Feline Artistic Creations and founder of “Deborah’s Programs,” a complete rebooking program for cats.

Deborah is also the owner and creator of Kitty’s Kopy Kats, a stationary store for cat groomers, and author of multiple articles in Groomer to Groomer magazine, Purrfect Pointers and local publications on the topics of feline grooming, issues that affect felines, and business growth. She teaches, speaks and consults on the topics of all things feline, including grooming, environment, behavior, and creative grooming. Additionally, she

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teaches business and online presence for groomers. deborahhansen.com

ANIMAL HEALTH

HANDLING

in the Pet Care Facility In recent years, research has shown that one of the most common health issues for pets comes in the surprising form of obesity.

By Adam Conrad

A

recent study conducted by the Association for Pet Obesity Prevention revealed that over half of all pet cats and dogs in America can be classified as “obese,” with 53% of dogs and 58% of cats falling into that category1.

Anyone working in the pet care industry needs to be aware of the staggering reality of obesity in our furry friends, understand the long-term effects it could have on their health and know ways to help owners prevent it from becoming a problem. Obesity manifests differently and has different health complications between various animals and breeds, and each pet has its own unique physiology that impacts the issues they could face.

Though issues related to obesity start out small, they often have long-term or severe consequences, such as hip dysplasia, certain forms of cancers, and even death. It is the job of pet care professionals 48

to make sure that all animals within their care stay in good health—and there are many warning signs of obesity that will help them do that.

The Overweight or Obese Pet More often than not, pet owners fail to recognize obesity as a concern for their companions, either because they are not aware of the symptoms or simply do not view it as “that big of an issue.”

The ramifications of pet obesity varies; dogs experience different issues from cats, and vice versa; different breeds among these species also experience obesity in different ways. For example, dog breeds such as Labradors or Beagles are susceptible to gaining weight more quickly, while Bulldogs are more susceptible to suffering from respiratory issues.

Problems Associated with Obesity Obesity in one’s pet could lead to a PET BOARDING & DAYCARE

variety of issues, some potentially fatal, including diabetes, torn ligaments, high blood pressure and a shortened lifespan.

Pet obesity is both a cause and an effect. Though lack of exercise and improper diet can lead one’s pet to develop life–threatening health conditions, it can also be an indicator of other medical issues or a side effect of any medications it may be on.

Weight gain in pets could be a symptom of the following conditions, and warrant a visit to a veterinary professional: • Diabetes mellitus • Hypothyroidism (underactive thyroid gland) • Hyperadrenocorticism (overactive adrenal gland, also called Cushing’s disease) • Arthritis and joint disease • Back issues While certain medical conditions may be at fault for some cases of pet obesity,

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diet is another important factor. If an

them. The second is to have a close bond

house or board their pet is a very serious

individual’s pet is showing consistent

with community veterinarians. Though

decision that requires the utmost trust

weight gain and no history of medical

being knowledgeable of pet nutrition is a

in your professional capabilities and

conditions listed above, it is likely some

necessity for this profession, it is always

attention to detail. It provides the unique

aspect of their diet could be the cause.

best to be able to link pet owners with the

opportunity to build a relationship with

Encourage the pet owner to consult

medical professionals necessary to pro-

an owner and their pet, and help them in

their veterinarian for the best way to put

vide the best possible counsel to owners.

their pursuit of a long, happy life together.

Feeding in the Pet Care Facility

ways to improve the health of their pets

their pet on a healthier, leaner diet.

Pet obesity has been known to result in: • Diabetes mellitus

With a good understanding of pet

A client may seek your advice on after their boarding experience, and

• Cardiac issues

nutrition, you will know the proper foods

that allows you to share your knowledge

• High blood pressure

to provide to animals left in your care;

to benefit the wellbeing of someone’s

• Arthritis

however, a drastic change in a pet’s diet

companion. Do not forget to remain

• Hip dysplasia

could cause them to feel slightly ill at first.

respectful towards the owner, and try

• Torn ligaments (particularly the

It is well advised to encourage boarding

not to make them feel guilty if their pet

pet owners to provide an appropriate diet

is obese—more often than not, they’re

• Breathing problems

for them to be fed during their stay—for

trying to show their pet extra love and

• Back problems

both the pet’s comfort and wellbeing in a

affection with treats they like, but it may

• Liver issues

new environment.

not be the best for their health.

ACL and cruciate ligament)

• Decreased lifespan Doing Your Part As a pet care professional, there

While some owners will do this, others

Always defer the owner to their vet-

may not. So it is always preferable to be

erinarian, as they are the most suitable

prepared for this with the best quality,

to make medical–based decisions on the

most appropriate foods for the pet. If a pet

best way to improve the pet’s health.

is more than one way you can help

owner is unsure of what the best option

eliminate the issue of pet obesity. The

for their pet would be, advise them to seek

choice to work in pet care—because we

first is having an understanding of good

an opinion from a veterinarian.

love pets! And because of that love, every

nutrition for all types of pets. While housing or boarding someone’s pet, be sure you know the proper diet to use for

There is a reason we have made the

pet care professional needs to be well-

Your Role as a Professional

versed and knowledgeable on the topic of

A pet parent’s choice on where to

nutrition. When a pet owner places their companion in your care, not only are they depending on you to provide the best care

NOW SELLING PRODUCTS!

possible, the pet is depending on it too!

References: 1) https://petobesityprevention.org/2015 Adam Conrad is a dad of five Shih Tzu pups and the creator of Shih Tzu Expert (http://shihtzuexpert.com). His passion for helping people in all aspects of dog care flows through in the coverage he

Products available for your facility:

provides about dog health issues like

• Daycare Notes Dry Erase Boards

Parvo, CDV (Canine Distemper Virus),

• Dog Evaluation Forms

pet containment systems, dog grooming

my instructions

• Daycare Dismissal Forms

tools and techniques, and best food for

Name: Drop-off:

Description:

• Instruction Sheets, and more!

Collar:

Pick-up:

Name:

Special handling notes:

dogs with specific dietary requirements.

Description: Collar: Bath by:

Trip contact:

WN / NN / ✓N

Perks:

Other notes:

www.doggiedaycareconsulting.com

Food

HOUSE OWN

AM:

Lunch:

PM:

Amount/type provided:

Treats:

YES

NO

Special instructions:

Medications Pet name:

YES

NO

DAY

AM

NOON

PM

AM: Noon:

50

PM:

PET BOARDING & DAYCARE

Special instructions:

Health check complete?

NO

YES:

In his spare time he is an avid scuba diver and a trail runner.

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LOOKING TO SHARE YOUR

Wisdom & Grace

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He will give his people strength.

He will bless them with peace.

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52

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What’s your vision for the future of your business?

3 NO.

Questions to ask as you enter discussions with potential partners.

01

NO.

02

NO.

03

Is it the right culture fit for your team?

Are there flexible deal structures?

How comprehensive are the support services?

As you begin considering your options for selling your pet resort business, it’s important to find a partner aligned with your values, respectful of the individuality of what you’ve built, and equipped to grow your business, while your team and culture remain intact.

Because selling your pet resort is such a personal decision, you’ll want to understand what types of options are available, and to what level they can tailor the terms to meet your needs.

As you contemplate transitioning your business, you’ll want to know every aspect is covered.

Seek out a partner with a dedicated team seasoned in marketing (including digital advertising and social media strategy), web development and hosting, client satisfaction surveys, IT, HR, accounting, taxes, legal and more.

Ask around to find out which buyers have the best reputation for caring for pets and the people who love them.

ASK IF THE BUYER CAN: • Make all cash offers with no finance contingency • Offer Joint Venture partnerships for growth and flexibility • Buy the real estate outright or lease from you

NVA partners with over 600 flourishing Pet Resorts and Veterinary Hospitals in the US, Canada, Australia and New Zealand. Our passionate, visionary local pet resort and hospital leaders embody NVA’s unique entrepreneurial spirit. We’d be more than happy to talk through your questions and concerns. You can reach us at 888.767.7755 or info@nva.com.