Pet Boarding and Daycare Jan/Feb 2015 by Barkleigh Productions

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FROM THE EDITOR

Eat, Sleep, Work, Learn….Repeat Most of you eat, sleep and breathe the pet boarding industry. And you’re lucky if you run into another one of your “kind,” outside your facility once or twice a year. But what if there Rebecca Shipman were over 600 of you, in the same place, at the Managing Editor same time? Throw in some industry experts with tons of advice to share and great products and services at your fingertips that you’ve only read about on the internet or seen in our magazine. If you attended the 2014 Pet Boarding & Daycare Expo, in Hershey, PA, the second week of November, this is the very situation that you found yourself in.

STAFF PUBLISHER Barkleigh Productions, Inc. PRESIDENT Todd Shelly EXECUTIVE EDITOR Gwen Shelly MANAGING EDITOR Rebecca Shipman

With nearly 700 attendees, 28 seminars and almost 50 trade show vendors, the 2014 Pet Boarding & Daycare Expo was the biggest to date, and we have all of you to thank! We know you work hard and for some of you this was probably your vacation for the year. We’re glad you chose to spend it with us.

ART DIRECTOR Lucas Colton

We had attendees from across the country –even from different countries– and everyone was there because they love what they do and were eager to learn more. Remodeling, building a new facility, marketing strategies, staff management, vaccine protocols, and off-leash play are just some of the topics our attendees enthusiastically soaked up. There’s never enough time in the shorter seminars for all the questions to be answered, so our round table luncheons were a great place to network and talk with your peers on subjects of your choice.

WEB DESIGNERS Lance Williams Luke Dumberth

If you missed out on this great opportunity, our west coast Pet Boarding & Daycare Expo is coming up in May. If California is a little too far for you to travel, then there’s always next year! As always, we welcome your suggestions; whether they be for article ideas or seminars you would like to see at future shows, your feedback is what keeps us current and we hope to make 2015 our most successful year yet!

GRAPHIC DESIGNER Laura Pennington

CHIEF OPERATIONS OFFICER Adam Lohr DIRECTOR OF SALES AND MARKETING James Severs CONTACT General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com (ext. 225) Advertising: james@barkleigh.com (ext. 224)

Copyright January 2015. 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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CONTENTS

Profile of Success: Bark-A-Bout Pet Activity Center and Resort

ANIMAL BEHAVIOR 8

Allowable Tax Deductions

Handling Medications

ANIMAL HEALTH 50

Is the Barking Dog Driving You Crazy?

Zoonosis and the Human-Animal Bond

14 Separation Anxiety

INDUSTRY NEWS

BUSINESS 24 Customer Loyalty and Your Facility

54 Product News

26 Seven Traits of Highly Successful Pet Care Facility Owners

55 Classified Ads

FACILITY DESIGN 36 Kennel Heating Systems 41 Sanitation Practices

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ANIMAL BEHAVIOR

is the

barking dog? driving you crazy By Robin Bennett, CPDT-KA

ome of the most common dog behavioral questions I receive from owners of pet care facilities deal with barking dogs. How do you prevent barking? What do you do to soundproof the pet care center? How do you keep neighbors happy if they complain about barking? How much barking is normal? Here are a few tips to help you and your staff begin to find solutions to this potential pet care center problem. First of all, understand that barking happens for a wide range of reasons. Some dogs may bark while they play. Others will bark out of excitement when customers come by for a tour. Still, others will fearfully bark at any new environmental stimulus they see, whether itâ&#x20AC;&#x2122;s a person, another animal, or an inanimate object. Some dogs relieve stress by barking. Others will bark because they are bored. All types of barking tend to have the same result for the humans - we get frustrated and annoyed if it goes on too long. Excessive barking, regardless of the

First of all, understand that barking happens for a wide range of reasons. Some dogs may bark while they play. Others will bark out of excitement when customers come by for a tour. reason, may irritate the other dogs as well as the staff and detracts from a fun, pleasant pet care environment. Understanding the reason for the barking is critical to helping the dog. Teach your staff to listen to the various tones of each dog. Barking, growling and whining can all occur in a wide range of pitches for each dog. Generally speaking, the more stress the dog is experiencing, the higher the pitch and the faster the vocalization will become. Those who have been in the pet care industry for any length of time know that you learn to identify a single dogâ&#x20AC;&#x2122;s bark from an entire group of dogs. You will also learn to identify sounds that mean a dog is playing and those that mean a dog is injured, scared or

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angry. In order to figure out why a dog is barking, it will help to identify the various tones of barking. Secondly, based on the reason for the barking, begin to implement some management options. Keep in mind that there is no one-size-fits-all when it comes to managing barking. What will work for one dog, may not work for another. You will need to experiment to see what works best for each individual dog. Here are a few methods to get you started.

Redirect the Dog One of the most common barkstopping strategies is to distract and redirect the barking. This works especially well if the dog is frustrated or

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bored. Provide an alternative behavior for the barking dog. If the dog is separated from other dogs, you might try a stuffed Kong toy or an interactive game. If the dog is with a playgroup, you might want to try redirecting the dog to another playmate. The goal here is to give the dog something else to do.

Change the Environment

If the dog is with a playgroup, you might want to try redirecting the dog to another playmate. The goal here is to give the dog something else to do.

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Sometimes a change in the environment will help a barking dog. Have you provided quiet downtime for the dogs so they aren’t over stimulated? Like children in need of a nap, some dogs will bark when they get overly tired. Make sure they are given an appropriate space and time to relax when they are in your center. For other dogs, they don’t get enough stimulation. Long hours without human interaction can cause barking from boredom. Be sure that your staff is spending some quality time with each dog in your care. Also provide environmental enrichment activities for the dogs so they can use their brains even if they can’t get out for physical exercise (stuffed Kong toys, hiding treats in their enclosure, putting a fun interactive toy with the dog, etc).

Location of the Dog’s Lodging Space This is another variation on changing the environment. Sometimes dogs just need a new place to hang out. Some dogs don’t do well in the high traffic areas of your pet care center. Moving those dogs to calmer areas can help. In addition, some dogs prefer a small enclosure, while others need a larger space. Some prefer an open crate and others prefer a closed crate. Sometimes covering the door will help. Try experimenting with the lodging areas where a barking dog is placed to see if the location or layout makes a difference in the dog’s behavior.

Use a Head Collar A head collar, such as the Gentle Leader®, can help calm down an excited dog. For dogs who bark because they are over stimulated, you might try this option. Be sure to fit the head collar properly and supervise the dog while he

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is wearing it. This is not a good option to use if the dog is alone, but it is often used successfully during an off-leash playgroup.

Leash Walking Sometimes a dog just needs some time walking with someone. This might be a quick outing with a staff member outside the facility, but it works equally well with dogs who are barking during off-leash play. Walking a dog through the playroom with a staff member can often calm the dog down so he stops barking.

Homeopathic Remedies Essential oils and Bach Flower essences can have a calming effect on many dogs. For dogs who are stressed or overstimulated, you might try Bach Rescue Remedy in their water bowl, or Lavender essential oil placed on a towel or bedding. Other options would be a diffuser with dog-appeasing pheromones, such as Comfort Zone®. Obviously, these products should be used with the owner’s permission. The methods mentioned above are my most often recommended solutions to barking dogs. There are some more punitive methods, which often come up in discussion. I have found that a well trained staff rarely needs these methods. As with the homeopathic remedies mentioned above, be sure that your clients are aware of any of these measures you might use on their dog.

Spraying with Water For some dogs, a stream of water sprayed in their face serves as a deterrent to inappropriate behavior such as barking. As with any direct punishment applied to a dog, it must be applied immediately (within 1-3 seconds of the undesirable behavior occurring) and should be effective within four to five tries on a dog. If a dog is sprayed with water more than five times and the inappropriate behavior continues in that episode, then the water is not effective and should stop. I would use water as a last resort. However,

For dogs who are stressed or overstimulated, you might try Bach Rescue Remedy in their water bowl, or Lavender essential oil placed on a towel or bedding. usually I find that if water works, it’s a dog that is also easily redirected. Water often ends up being a crutch your staff will use to avoid learning how to do good management and leadership with the dogs in your care.

Citronella Collar A citronella collar is a small mechanical device worn around a dog’s neck. If a dog barks, the citronella collar emits a puff of citronella spray in the dog’s face. For many dogs, this is a strong deterrent against barking. However, there are some drawbacks in a pet care facility. Dogs that are strongly engaged in the barking behavior due to fear or anxiety will usually not respond to the citronella. They will continue barking despite the spray in their face. Do not use the citronella collar for these dogs because it is not effective. In addition, in a pet care center where there could be multiple dogs barking, the collar will sometimes go off if a dog near the one wearing the collar barks. This is unfair to the dog with the citronella collar on. PET BOARDING & DAYCARE

Shock Collar This works on the same principle as a citronella collar except rather than the bark resulting in a puff of citronella, the collar emits an electrical shock to the dog. The idea is that the shock will punish the dog for barking so that the barking will cease. As with the citronella collar, this method will often not work for the dog who is barking out of fear and anxiety. Additionally, you have to be sure that the punishment does not cause other fear related behaviors. Although suppression of the barking is possible, you are doing nothing to modify the dog’s emotional state. In other words, you are making the dog quietly fearful which isn’t really the main goal in keeping the dogs emotionally healthy.

Muzzles If a dog needs a muzzle because he is barking, he probably has other issues that need to be addressed by a qualified trainer. Muzzles used to prevent barking may restrict panting 11

Muzzles used to prevent aggression toward people or dogs, if not used with proper training techniques, can cause frustration in a dog and can cause his aggressive behavior to become worse. and can cause a dog to overheat. Muzzles used to prevent aggression toward people or dogs, if not used with proper training techniques, can cause frustration in a dog and can cause his aggressive behavior to become worse. In addition, most clients bringing their dog to daycare will be noticeably alarmed if they see a daycare dog wearing a muzzle. Sometimes nothing works and the dog must be evaluated for continued attendance at the center. Dogs that are barking due to excessive stress may need an environment other than a pet care center. Your job, as a responsible facility owner, should be to address the emotional health of the dog and be

the dog’s advocate even if that means recommending a service other than one you might provide. n Robin Bennett is author and consultant for pet care facilities on the subjects of dog daycare, training, and off-leash play. The tools she teaches facility staff and dog owners stem from Robin’s 20 years of involvement in the pet care industry. Her book, All About Dog Daycare, is the number one reference on owning a daycare, and her book, Off-Leash Dog Play, co-authored by Susan Briggs, is the key reference on supervising dogs in playgroups. Together with Susan Briggs, Robin has created an interactive staff training program called Knowing Dogs: a two-part training resource designed for pet care center management to

train any staff member working in a pet care facility on safe dog interactions and group play. You can find more about Robin and these resources at www.robinkbennett.com. As “The Dog Gurus,” Robin and Susan’s mission is to improve safety in the dog daycare industry. Check out their membership site at www.TheDogGurus.com.

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Separation

anxiety By Laura Pakis

he term “separation anxiety” is often misunderstood. True clinical separation anxiety is not common. Consult your veterinarian to get a correct diagnosis.

What is It? Separation anxiety in dogs is the fear or dislike of isolation, which often results in undesirable behavior. Separation anxiety is one of the most common causes of canine behavioral problems. If your dog follows you around room to room, becomes anxious even if a closed door separates you, dislikes spending time alone outdoors, and acts depressed or anxious when you are getting ready to leave the house then your dog may have minor separation anxiety. If, however, you are having destruction of property (especially around doors or windows), howling and barking, urination and defecation, then it is probably severe separation anxiety. Prescribed drugs are sometimes used as a temporary measure along 14

Separation anxiety in dogs is the fear or dislike of isolation, which often results in undesirable behavior. Separation anxiety is one of the most common causes of canine behavioral problems. with the behavior modification program. Severe cases require a behavior modification program and desensitization to being alone. This usually takes a very long time. When left alone, most dogs find a familiar spot and go to sleep. However, a dog suffering from separation anxiety will become extremely anxious. Separation anxiety occurs when a dog becomes distressed over the absence of other pack members human or canine. Not understanding where you or your family has gone or if you will ever return. Your dog’s way of expressing anxiety over your absence may include chewing, barking, salivating, urinating, defecating, vomiting, self-mutilation or escape behavior such as chewing through walls,

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scratching through doors, busting out of cages or digging under fences (if left outdoors). In some cases, the dog simply gets sick, perhaps due to some form of depression. Often it is the exits and entrances to the home that the dog targets for destruction. The destruction is not an attempt to seek revenge on the owner for leaving, but is actually a panic response. It can be compared to humans suffering from panic attacks. So even if the physical signs are not obvious, the psychological stress can be severe. To help your dog overcome this normal response, we need to progress gradually and slowly to minimize the stress. Your goal is to help your dog accept separation without stressing in the first place and to remain calm during prolonged separation.

What Can Cause It? Dogs need to be properly conditioned to being left alone. Separation anxiety can sometimes happen when: • The dog has never or rarely been left alone • After going away to a boarding kennel or shelter • After a change in the family’s routine such as a new work schedule, moving to a new home, a new person living in the home, or a person leaving the home • After a long interval such as a vacation with you and your dog constantly together Giving a dog too much or the wrong type of attention can lead to such stress related behaviors. In some cases, the constant attention and petting a dog receives when its owners are home make the stress worse when they are absent. Examples include: • Petting the dog too much for merely existing • Allowing the dog to sleep in bed before behavior issues are resolved • Petting and playing with the dog when they demand it • Petting to calm the dog down when he is scared, stressed, angry, etc. • Excitable greeting of the dog upon awakening or arriving home These actions can make the dog too dependent and create neediness. This neediness cannot be fulfilled when the dog is alone. If the dog is experiencing stress when left alone, he will do things that he should not do. It is important to keep a balance so that the dog does not feel as alone when you are gone.

your home. Secondly, when properly introduced, a crate will act as a safe, comfortable den where the dog can relax. Limiting his movement also acts as an anxiety reducer for most dogs. A dog who has to be physically manhandled into the crate has not yielded to you the authority to place him there. You’ve merely shoveled him in there with no “buy in” from the dog. I always teach the dog to load himself on command, and in so doing, the dog learns to confer upon you (the authority) to determine what space his body shall occupy. That is called submitting to the leader and teaching the dog to do it voluntarily has huge payoffs. For dogs who self-injure, the best success for crate training is to train them to go in and out of the crate without any physical prompts. It seems too simple but it works well for this type of dog. To begin, lure and prompt to get your dog to go in and out. When the dog appears calm about doing that then up the ante and let the dog see you

put rewards inside the crate and close the door. The dog should recognize the treat inside the crate and the dog on the outside. When the dog is really “fussing” to get in open the door and let the dog in. Repeat and alternate dog in crate with food in crate (dog and food separated by crate door) until the dog is able to remain in a calm state. Stage two is closing the door for a second then letting the dog out. Third stage is getting the dog to lay down in the crate with the door closed. Then treat in the crate. Final stage is going out of sight. The process is usually one that can be accomplished in a day (about four 20 minute sessions). This technique works very well, especially on the really frantic dogs. For the dogs that won’t give it up, cover the crate (I prefer the plastic crate for this) so the dog cannot see out. Some dogs prefer to be in a room next to a window and some do not. Some dogs feel safer in a plastic walled crate and some prefer a wire crate. Find out what works best for your dog.

A dog who has to be physically manhandled into the crate has not yielded to you the authority to place him there. You’ve merely shoveled him in there with no “buy in” from the dog.

Ways to Treat It Treatment for separation anxiety varies from dog to dog. Here are some things you can do to assist in the modification of this behavior or the prevention of it.

Crate Your Dog Crating your dog during your times of absence has two positive results. First, a dog who is confined to a carrier or crate cannot do damage to

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With most dogs, the hardest time for them is immediately after you leave. Their anxious (and sometimes destructive) behavior occurs within the first hour after they are left alone Turn On a Radio or Television Turn on a radio or television in a room you are often in (the bedroom is usually a good choice) and close the door. The dog will hear the human voices from your room and may not feel so alone. Stick to an easy listening station so as not to excite the dog or use the animal planet channel. Some clients tape record their own voices and play the recording in place of the radio or television program. Dogs know the sound of your voice all too well. And remember, since the dog is most anxious just after you leave, a one-hour recording will probably suffice. It will buffer outside noises and make the house seem less empty. Also leave a light on if it will be getting dark.

Prepare a “Bye-Bye” Chew Toy Get a “kong” and fill it with goodies such as dried liver pet treats, beef jerky, peanut butter, cheese or other things your dog really likes. Keep it hidden and take it out when you leave each day. Place it near your dog just before you close the door. When you arrive

home put the kong away. The kong only comes out when you leave. You are attempting to distract your dog with something that he will find interesting enough to concentrate on other than you leaving. Hopefully, your dog will appreciate the kong so much that he will look forward to it coming out in place of getting upset with your leaving.

Change Your Exit Pattern With most dogs, the hardest time for them is immediately after you leave. Their anxious (and sometimes destructive) behavior occurs within the first hour after they are left alone. It will be your job to reshape your dog’s behavior through reinforcement training. Maintain a calm presence around the dog the last 30 minutes before you leave the house so as not to excite the dog and possibly induce stress. Leave the dog out of the crate, put your coat on, and walk to the door and leave. Come back in immediately. Greet the dog calmly. Tell the dog to sit. When the dog sits, reinforce this behavior with praise or a treat the dog enjoys. Wait a few minutes and then

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repeat the exercise, this time remaining outside a few seconds longer. Continue practicing leaving and returning over the next few weeks. Always remember when returning to greet your dog calmly and command the dog to sit before offering a treat. Also, do your pre-departure activities without actually leaving. For instance, pick up your keys and watch television, put your coat on and wash the dishes, or wear your work clothes while you read a book. Do anything but leave the house and do this randomly and continue whenever you can. Do only one exercise at a time and keep it brief. Your dog should begin to learn that coats or keys mean nothing at all. The important thing to remember is to not do these exercises within an hour of you actually leaving.

Catch the Dog in the Act Set up situations where the dog thinks you are gone but you are hiding in the house. Do your normal “leaving home” routine. If you need to go as far as having someone drive your car out of the driveway then do so. When the dog acts out, run in the room, correct the dog, and return to your hiding spot. Once the dog has settled down and is behaving then “return home”. Either wait until the person with your car returns or open your front door and do your normal “return home” routine and praise the dog.

When It Is Time To Leave — Just Leave Do not say “good bye” to the dog with hugs and kisses. In fact, ignore the dog for five minutes before you go. Paying too much attention will make the dog feel more insecure when the attention is abruptly withdrawn.

Learning to Spend Time Alone You can help the dog learn to be comfortable away from you. This process will help teach the dog that it is ok to be left alone! It must be done slowly, paying careful attention to the dog’s behavior. The dog must not display anxiety at any time throughout

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Be a strong leader. When a dog has a strong leader, it has a calming effect on dogs. The dog feels safe and taken care of. In the absence of a strong leader, the dog feels obligated to assume that position in the social hierarchy of the family pack. the progression. This exercise can be performed during times when you are relaxed and sitting down for a period of time such as watching television or reading a book. Perform these exercises during commercials or in between chapters. It is important to NEVER TELL THE DOG TO STAY! You want the dog to decide to stay on his own. Practice standing up, and walking out of the room. When your dog starts to follow, go back to your chair and try again. Do this until the dog no longer wants to follow and is comfortable with remaining in the room by himself.

Diet and Exercise Diet, walks, and the home environment also play a role in preventing stress in the dog. Below are some suggestions for easing the dog’s stress. It is imperative that a dog receives positive, quality attention. • Dogs are social creatures and need play time. It is important that you as the owner set the beginning and end time for the game. The dog should not demand the game be played. Have a specific fetch toy and take it out only when it is time to play. If a dog is good for six fetches then stop at four. Gradually add a repetition on each day until the dog will do two dozen back and forth. Put the toy away when the game is over. This will ensure that the dog stays motivated and does not lose or destroy the toy. • Have chew toys for the dog when not playing. Do not play fetch with dog’s chew toys as that will reinforce the dog demanding play at the wrong times. • Controlling when and what to play with will put you in the role of leader as well as prevent dominance issues. • Feed the dog twice per day. This

will satisfy the dog as well as prevent possible mood swings due to possible low blood sugar. • Calmly walk the dog twice a day for 20 minutes. On the walks you can also include some basic obedience training such as sits and downs. This also encourages the dog to keep his focus on you. A dog that is lacking exercise is more likely to have stress and tension. Tiring a dog out with a long walk, a good run, or play goes a long way in reducing stress.

Obedience Training Obedience helps to structure the dog’s life. Practice a minimum of 15 minutes a day strictly on obedience and enforce any command you give the dog so the dog’s world remains black and white. This way the dog will know his boundaries. Practice long downstays and sit-stays so the dog learns to control himself while you leave the room. Whether the dog has minor or severe separation anxiety, one of the most effective tools in your toolbox is the PLACE command. This command teaches dogs self-control which an anxious dog needs to learn.

And Finally… Be a strong leader. When a dog has a strong leader, it has a calming effect on dogs. The dog feels safe and taken care of. In the absence of a strong leader, the dog feels obligated to assume that position in the social hierarchy of the family pack. Since a leader must control all that goes on, the dog’s inability to control your leaving causes the dog stress and anxiety. Obedience training is the best, organized method of establishing yourself as a strong leader. It is important to remember that the dog is not bad or trying to make

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life miserable - although it sometimes may feel that way! The dog is the victim of a disorder that can be treated. Prognosis for recovery is excellent if you are willing to spend time working with the dog. Don’t give up. Patience and consistency will either correct or improve the situation. n Laura Pakis is an experienced certified professional trainer and owner/founder of Acme Canine. Laura is certified in Pet First Aid by the American Red Cross and PetSaver, is AKC Canine Good Citizen and Community Canine Evaluator, and AKC PuppySTAR evaluator. She is certified in breed selection, puppy development, assistance dog training, basic and advanced obedience, Police K-9 and protection training, tracking, E-touch training and Pack to Basics. She has been nominated for the Woman of the Year in the Pet Industry Award, Better Business Bureau’s Integrity Award and Worthington Chamber’s Small Business Person of the Year Award. Recently her business was singled out from among several thousand businesses to be nominated as one of three finalists for the 2014 Pet Age boarding facility of the year; reflecting the skills, talents and professional reputation Laura has and continues to build in her growing business.

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BUSINESS

are you

missing out on

allowable tax

deductions? By Marie Poliseno

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ften times, self-employed dog professionals find themselves in a situation where they owe taxes at the end of the year and may not have been aware of things they could or should have done during the year to manage their tax bill, including being knowledgeable about tax deductions that are appropriate for their business. First and foremost, planning is key. Don’t just get handed a tax bill at the end of the year. Learn advantageous ways to manage it. Make sure you are tracking your income and expenses accurately, and don’t be afraid to ask questions. For example, too often clients fail to engage in a dialogue with their tax preparer. A good CPA who understands your industry will take initiative, but it never hurts to ask about tax strategies that could lower your tax bill, including allowable deductions you may be leaving on the table.

advantage over another? • I am planning some major equipment purchases this year, including a new computer and some agility equipment. How will this affect my tax bill? • Are there any tax strategies I should be employing to lower my bill? Don’t be afraid to ask questions. You know your business better than anyone, so if something is on your mind, speak up! Your tax preparation should not just consist of handing over some files or receipts to an accountant once a year. Having a consistent dialogue with your CPA throughout the year helps lay out a plan for managing your taxes and provides an opportunity to

do something about them proactively. This will often save you money and unpleasant surprises, like owing more than you’ve budgeted for.

Often-Overlooked Tax Deductions I see too many clients paying more taxes than necessary simply because they didn’t know they could take certain kinds of deductions. Here are some of the most commonly missed ones:

The Home Office Deduction Did you know that a portion of your home used exclusively for your business is tax deductible? Your home office space is the most obvious candidate. And if you provide boarding or daycare

Don’t just get handed a tax bill at the end of the year. Learn advantageous ways to manage it. Make sure you are tracking your income and expenses accurately, and don’t be afraid to ask questions.

Where to Start The first step is setting up a separate business bank account from your personal one. Once you’ve committed to a discipline of depositing all of your income and paying business expenses from your business account, you’ve gone a long way towards helping yourself to understand your financial picture and the taxes you’ll owe. The second step is learning to properly categorize your revenue and expenses to determine their tax deductibility. There are various ways to get help with this step, including engaging a CPA knowledgeable about your industry, attending tax related webinars or doing some research on your own. Next, engage in a dialogue with a tax professional to answer some essential questions, such as: • Are there any tax advantages to purchasing certain assets for my business, like a car or an SUV? Does one type of vehicle have a tax

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Equipment Purchases The IRS will allow businesses, provided they have net income, to deduct the entire cost of purchasing an asset in the year of purchase. This is a huge tax benefit, as you can write off 100% of the purchase in the first year, as opposed to having to depreciate it over its useful life.

Conclusion

Your working or demo dog may be considered a tool of your business. As such, the cost of acquiring the dog itself, including the purchase price or stud fees, may be deductible. in your home, the space you use for crating the dogs in your care could be considered when calculating the square footage of your home used for business as well. Or perhaps you build agility equipment in your garage and have a workbench dedicated just for that use. Another example is space allocated to store equipment or goods for resale.

Business Use Of Your Vehicle Many people believe the mileage deduction is always the most beneficial way to deduct the business use of their vehicle, but this isn’t always true. Often times, especially with new vehicles, the depreciation deduction far outweighs the mileage calculation. It’s worth asking your accountant which strategy is best for you given your vehicle, how it’s used, and how much it’s costing you.

Working Dogs Your working or demo dog may be considered a tool of your business.

As such, the cost of acquiring the dog itself, including the purchase price or stud fees, may be deductible. The cost of maintaining your dog, such as his food and veterinary expenses, could also be considered tax deductions. Facts and circumstances determine the appropriateness of taking all or a portion of the costs associated with your working dog and should carefully be considered when planning and preparing your taxes.

The rules around this, and all deductions, change often — another reason to keep that dialogue going with your accountant. Knowing about tax law changes can help you make good decisions. For example, about when, what and how to purchase something. (New or used car? This year or next? How much to spend on it? Should I own it or should the business?) Or about how the use of your space. Or which expenses to keep track of. In short, maintaining an active relationship with a CPA and keeping up on tax laws can keep more money in your pocket at tax time. Who doesn’t like that? n Marie Poliseno is the Managing Partner of Dollars & Scents Accounting Services. She is a Certified Public Accountant (CPA) as well as a professional dog trainer (CPDTKA) and honors graduate of the SFSPCA Academy for Dog Trainers (CC). To work with Marie on your financial and tax matters, e-mail marie@dog-pro-cpa.com or visit www.dog-pro-cpa.com to learn more about her services.

Meals While Away From Home How much do you spend on meals and incidentals while sleeping away from home? Conferences are an obvious situation, but there others. For example, I am often surprised when in-home pet sitters do not provide any evidence of meal expenses while they are at a client’s home. They’re often surprised to learn that even if they don’t go out to a restaurant, the cost of the food they bring to an overnight location is tax deductible.

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Customer

Loyalty

AND YOUR FACILITY By Jason & Steven Parker

t is undeniable that customers are the lifeblood of business. Without them you wouldn’t be able to meet your goals and establish your brand. While the pet industry is growing rapidly, households are still cutting back and adjusting in other areas. The person whose pet typically stayed at a facility twice a year while the family vacationed, may now only be staying once a year. That may not sound like a major problem, but if a similar situation happens with more than one client, then you potentially approach losing 50% of your revenue. Situations like this are what make customer loyalty and retention more important now than ever before. A customer loyalty strategy at its core is designed to leave no doubt in clients’ minds that they want to take their pets to your facility and make them never question that decision. Below are three things to consider when creating your own loyalty program.

Reward Your Customers With service brands, this is a great

A customer loyalty strategy at its core is designed to leave no doubt in clients’ minds that they want to take their pets to your facility and make them never question that decision. opportunity to offer something that is new to your business or that is an easy addition to the service you already provide. For example, if you just started offering grooming at your facility, you could offer a free basic grooming for customers that book a five-day stay. Another easy offer that is often popular is giving a free day of day care, if your facility provides this. It is extremely important that your rewards have your customer’s best interests at heart. The core of your loyalty program or offer should be focused on your customer, not how you can benefit. Remember, the loyalty you garner from the program should deliver greater long-term success for your business. Keeping this in mind will help you design your operations to support

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the loyalty strategy. When offering discounts and rewards it is usually a best practice to offer a free service rather than a discount, but make sure that you budget accordingly.

Touch Points When working to retain customers, it is always important to make sure that they are aware of your services, offers and promotions. We highly recommend using some sort of newsletter that you can email to your customers. This will help build a sense of community around your business. Regular touch points will help to reinforce your message. Clarity and consistency are keys to success when offering new promotions. Sending nice messages on birthdays

to customers for them or their pets can be a great way to show that you care and that you’re thinking of them beyond their stay with you. While executing these minor touch points, you may have room to offer an additional benefit.

Data Collection and Retention This is the most important part of loyalty from a business standpoint, and, unfortunately, it is often overlooked. When you have new customers come to your facility you will want to make sure that you collect their information. This is fairly standard from a safety standpoint, but make a point to mention to them that you have a newsletter and other community involvement aspects

that you would like to share with them. Each person that stays with you is someone who trusts you with a loved one, often for a long period of time. Earning that trust is not easy and takes time, but it is the ultimate point of emphasis for customer retention. Showing them how important they and their pet are to you and your staff is the best way to make them feel comfortable with your business. n K-9 RESORTS DAYCARE & LUXURY HOTEL was founded in 2005 by brothers Steven and Jason Parker in Fanwood, N.J. When in their early teens, their parents denied them a dog of their own, so the entrepreneurial pair opened a professional pet-sitting business to prove they were not

Sending nice messages on birthdays to customers for them or their pets can be a great way to show that you care and that you’re thinking of them beyond their stay with you.

only willing, but ready to care for a dog. That business not only became a highly profitable enterprise that they sold for a six-figure sum in 2006, that revenue became the expansion fuel for their burgeoning K-9 Resorts business. The business, which is the only facility in New Jersey to have been rated Number 1 by multiple major publications, is a luxury pet care franchise with locations throughout the East Coast of the U.S. K-9 Resorts was ranked Number 1 in its category by the Courier News and by New Jersey Monthly Magazine. To learn more about K-9 Resorts Daycare & Luxury Hotel and potential franchise opportunities, visit the company’s website www.k9resorts.com.

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SEVEN TRAITS

of highly Successful pet care facility owners By Laura Laaman

et’s start by defining success. I define success in this pet care industry as providing outstanding pet care AND experiencing an outstanding financial return. Caring for and being around pets is wonderful, but that isn’t enough. For the demands of this business (emotionally, physically and financially), you CAN and SHOULD be highly financially successful. Here are seven specific strategies pet care facility owners and managers should embrace to increase their success.

1) Project a Positive and Professional Image Top owners recognize that they are their company’s brand. They realize that how they act and even think is directly related to how successful their company will be. Therefore, they are generally and genuinely positive around clients, employees, and prospects, as well as vendors and their support team. Working in the pet industry means ‘getting dirty.’ However, successful owners appreciate their image still counts. Many of my very successful clients 26

Top owners recognize that they are their company’s brand. They realize that how they act and even think is directly related to how successful their company will be. proudly wear their uniform polo shirts in public, while out shopping or dining. Why? To promote their business as much as possible. Doing so however will project either a positive or a negative image. When you’re pleasant and upbeat, you’ll attract positive attention. When you’re not appealing, negative attention will follow. Studies show that it takes just a glance, just seconds for someone to form a first impression. The first critical moments of seeing a potential client could actually make or break a future business relationship. As basic as this seems, your smile communicates that you are open to conversation, approachable and hopefully even likable. Not smiling pushes people away.

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Positive Talk Everyone has challenging, even bad days. But dwelling on it, of course, isn’t useful for anyone. Discussing your bad day or harping on negativity in front of employees is damaging to the work environment. Great business owners demonstrate to staff members that (as their leader) he or she is able to rise above personal feelings regarding a challenging customer or situation, and still present a positive, enthusiastic presence. Negativity is a virus that spreads rapidly from one person to another. Individuals can bring the virus to work or catch it from others in the organization. The negativity virus can spread quickly in a matter of days or weeks, and once transmitted, is very

difficult to cure. Studies have revealed that up to 37% of a first impression is based upon the speaker’s tone of voice. On the telephone, that number rises to 80% or higher. With the majority of a pet care facility’s revenue being generated over the phone, it is critical that the people who handle your phone calls are doing so in a positive manner. The effects of negativity are devastating to any organization and can lead to increased turnover, lateness, absenteeism, customer complaints, errors, accidents, and illness -- all resulting in deep bottom-line costs. Action Step: Challenge yourself to give out 10 sincere compliments today. This includes complimenting your staff, vendors and clients. You’ll quickly see how quickly these interactions become even more positive.

Positive Thoughts “While a positive attitude alone won’t guarantee your success, the absence of one will almost certainly contribute to your failure.” – Joe Tye, Motivational Speaker and Values Coach According to a Stanford Research Institute study, success is 88% attitude. When people think and say what they really want, the mind automatically shifts and pulls them in that direction. Successful business owners are realistic in knowing that they will experience challenges, and lean on educational and inspirational materials, as well as seminars, to help them bring a knowledgeable, positive attitude to the workplace.

Action Step: Sign up for an industry seminar or webinar given by a proven expert in your industry.

2) Good Processes in Place Great owners know they need to devote time and energy to ensure that the human points of contact are as exceptional as the actual care provided to the pets. Three important and influential areas include checkin, check-out and the initial phone call. The phone is the way that new, concerned prospective pet parents will

3 strong

marketing With the explosion of increased competition and the ease of finding facilities via the internet, it’s imperative that pet care companies use strong marketing tools. reach out to your business. Sure some inquiries will come through online forms but, just like with human parents, concerned pet parents want to speak with the potential care takers of their furry child.

Action Step: Challenge yourself to have effective phone, check-in and check-out procedures.

3) Strong Marketing Ten to twenty years ago you could build a pet care facility and be confident that it would be filled over the holidays. With the explosion of increased competition and the ease of finding facilities via the internet, it’s imperative that pet care companies use strong marketing tools. Digital marketing (website, Pay-Per Click, Effective Offers, Outbound Phone Calls, PR Campaigns, etc.) is important but so are referrals from veterinarians and clients.

Action Step: Have a comprehensive marketing review done of the key, proven marketing areas to move your business forward.

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4) Good Implementers Great business owners and executives take an idea and ensure it’s implemented well. So when they decide that their check-in or phone processes need to improve, they commit and ensure it’s done. They realize ideas don’t move businesses forward, actions do.

Action Steps: What three areas/ strategies are you going to commit to implementing? By when?

5) Quality Controls Having systems for key areas is important. Great owners know they need to ensure implementation. “Trust, but verify,” is a key strategy to success. Successful human hotels have consistent check-in procedures, care of their guests and check-out. This consistency doesn’t happen by chance, they train, and then verify. They have internal or external shopping services to verify that the level of service delivered is what their customers can come to expect. Most new phone systems allow you to listen to actual prospective and existing

a comprehensive training program that covers all the key areas that your employees will encounter will not only save owners and managers time, it will inspire your employees to a higher level of performance.

Action Step: Invest in training for you and your team.

7) Goals

continued

learning

client calls. Our clients know that these calls are key to a company’s financial success. Ensuring that the employee converts inquiries into bookings and upsells important activities to increase the pet’s enjoyment of their time away from home form a key part of your sales and marketing strategy. Before you record calls, check with your business attorney to verify what steps you need to take to ensure legal recordings. Customer feedback is a good way to find what’s working and what’s not. Just like top human hotels, sending out an automated survey is an easy, cost-

effective way to let your clients know you value them and genuinely appreciate any improvement suggestions they have.

Action Step: Ensure your calls are being recorded legally within your state and listen to 5-10 calls per week.

6) Continued Learning Rather than ‘hope’ employees will do as pet owners want, successful owners have detailed practices for management and staff. Diseases evolve and to deliver exceptional care, our operating practices need to stay ahead of the diseases. Having

Put me on a web cam, and I’ll do wonders for your business. Online Doggy is the #1 provider of webcam systems to the pet care industry.

Top business owners in this industry and beyond are goal setters. They know that the human mind is like a missile. Give it a target, apply the appropriate energy and the chances are very high they will hit it. Goals should be realistic, yet challenging, quantified and highly visible. Setting goals is often foreign to small business owners. We help each of our clients set -- and more importantly -- hit their goals.

Action Step: Set monthly revenue, activity and labor goals for your business this month and every month for the next year. Successful business owners don’t rest on their laurels. They continuously look for sound, proven ways to move their business forward. Costs are always increasing (labor, taxes, real estate...). Therefore it’s important to ensure you keep your business moving in proven yet progressive ways. n Laura Laaman is president of Outstanding Pet Care. OPC helps some of the most successful pet care facilities thrive in highly competitive markets and GUARANTEES THEIR CLIENT’S SUCCESS! If you would like to receive a complementary phone evaluation, contact the OPC team at www.OutstandingPetCare. com or call 1-888-735-5667.

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PROFILE OF SUCCESS

Bark-A-Bout Pet Activity Center & Resort

where pets are unleash’d and luv’d By Kathy Hosler

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hen I set out to create the Bark-A-Bout Pet Activity Center and Resort,” says owner and founder, Michelle Nikiforuk “I wanted it to be a place where pets can be mentally and physically stimulated while enjoying a five star luxury resort. And, I wanted it to be where every dog can be unleash’d and luv’d throughout their stay.” Anyone who visits the magnificent Bark-A-Bout Pet resort, located near Detroit in Shelby Township, Michigan, can tell you that Michelle has succeeded in her goal – and then some. Bark-ABout is a two story 30,000 sq. ft. facility that contains indoor and outdoor play spaces, Michigan’s only indoor aquatic fitness and wellness center, hotel rooms for their overnight pet guests, the Café & Viewing Lounge, grooming salon, veterinarian office, and more. “I want every pet that comes into our facility to have a positive experience,” says Michelle. “And, I want their owners to feel secure in leaving their dog – and know that it is

Bark-A-Bout is a two story 30,000 sq. ft. facility that contains indoor and outdoor play spaces, Michigan’s only indoor aquatic fitness and wellness center, hotel rooms for their overnight pet guests, the Café & Viewing Lounge, grooming salon, veterinarian office, and more. in a clean, safe environment and is well taken care of.” At Bark-A-Bout they average 120 dogs in their daycare each day and they can accommodate 240 overnight guests. With that many dogs, it is imperative that they all get along. Each dog that wants to stay or play at Bark-A-Bout has to go through a meet-n-greet day and be approved to participate in doggie playgroups. “After filling out paperwork, we have the owner go upstairs to our viewing lounge where they can observe how their dog reacts to the other dogs,” explains Ms. Nikiforuk. “We assess the dog by itself for about five minutes, then introduce dogs to them. When they pass all this, they are playgroup PET BOARDING & DAYCARE

certified, and they can play in our open play environment. We have found that once the dogs come for daycare and get used to everything, they feel very little stress when they come in to board.” The overnight guests are not housed in traditional chain link and block runs – they stay in doggie ‘hotel’ rooms. All of the rooms have glass fronts and doors to create a very open feeling. The higher-end rooms, like their penthouse suite, have tiled walls, televisions, chandeliers, and even fireplaces. Bark-A-Bout has a unique approach that allows daycare and boarding pets to socialize with each other as well as enables them to share many activities with their owners. Throughout the day the dogs are out of their hotel rooms 31

“As the dogs interact with each other, our highly trained staff members do fun activities with them for at least fifteen minutes every hour.” -Michelle Nikiforuk, Owner as much as possible. They are in their designated playgroups based on their meet-n-greet status when they were playgroup certified. “As the dogs interact with each other, our highly trained staff members do fun activities with them for at least fifteen minutes every hour.” says Michelle. “We do things like follow the leader, Frisbee throws, and playing with balls.” “We also take special needs and 32

geriatric dogs,” says Michelle. “We have a special play room designated for these dogs. It’s a quieter environment with comfortable couches, televisions, calming music, and aromatherapy. There is also a potty grass area with a whole underground filtration system. They have lots of freedom and no stress.” On the first floor, there is 10,000 sq. ft. of indoor play space and 12,000 sq. ft. of outdoor play space. Password PET BOARDING & DAYCARE

protected webcams throughout the facility enable owners to see what their pets are doing. The first floor also houses their award winning grooming department, boutique and the two cattery areas. On the second level of the facility are the onsite veterinarian and Bark-A-Bout’s Café and Viewing Lounge. Owners can relax and enjoy a cup of coffee in the lounge which overlooks the first floor play space. It has Wi-Fi and owners have even been known to hold business meetings while watching their pets play or swim. Swim? Absolutely! Bark-A-Bout has a complete aquatic wellness center. They are the first facility in Michigan to have a 12’ x 25’ indoor heated pet pool. They offer hydrotherapy as well as fitness and fun swims for both the hotel and daycare guests. And, they have Doggie & Me swim classes where the dogs and their owners go in the pool together. Activities that owners and pets can enjoy together are really popular at Bark-A-Bout. One of the most requested services is the Birthday Pawdy. An owner can rent the facility for a certain time and bring in all of their friends and their dog’s friends. All the party food for the people and the pets can be completely catered by Bark-A-Bout. The people can get together in the Café Lounge while they watch their dogs play. The dogs can have many party themed activities – they can socialize in playgroups, go swimming, get facials, or even have their nails done. Then they all come in with the owners for the gift opening. Every dog gets party favors (a bag of treats) and wears a party hat. The dogs and owners play games and enjoy the cake cutting – it’s a big, big thing! Furkid fun! Bark-A-Bout has just launched their new outdoor dog park. The park is completely fenced in for safety so the dogs can be off leash inside and it is open to the public. The huge outdoor area features K-9 grass, bone shaped outdoor pool, and fire hydrants that spray water out of their sides.

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It takes a dedicated and well-trained staff to make a facility as large as Bark-A-Bout run smoothly. Their staff of thirty gets continued education every month.

Winters in Michigan can be really brutal – for man and beast. Bark-A-Bout offers a service called Walk That Dog. It’s an indoor walking area for pets and their owners in a heated environment (like mall walking for people). Bark-A-Bout also offers onsite group obedience classes and personal training programs. “We train with positive reinforcement,” says Michelle. “We offer everything from Puppy Kindergarten, to Therapy Prep, to the AKC Canine Good Citizen Class. We are linked with the Animal Behavior College and we are one of their mentoring locations.” Another unique feature that Bark-A-Bout has is their outdoor Dock Diving Pool. It is the only pool sanctioned to hold dock diving events in the state of Michigan. The Bark-ABout Air Dog Club is a sanctioned club of Ultimate Air Dogs. Ultimate Air Dogs was started by former Detroit Tigers Pitcher, Milt Wilcox. You have probably seen these ultimate air competitions in the nationally televised

Purina Incredible Dog Challenge. These canine athletes launch themselves off of the end of the dock and leap far out into the water. For a long time, Bark-A-Bout held the state record with a distance of 26’2.” It takes a dedicated and well-trained staff to make a facility as large as Bark-A-Bout run smoothly. Their staff of thirty gets continued education every month. Professional speakers and trainers are brought in to give the seminars. There are classes in CPR and first aid, and seminars are held on behavior and subjects such as heat exhaustion, and other seasonal issues. The Bark-A-Bout website; www.barkabout.net, offers a wealth of information to potential and existing clients. It tells about all of the programs and services that they offer. The photo gallery allows visitors to take a virtual tour of most of their facility. Facebook and Twitter keep everyone up to date on all the happenings and events at Bark-A-Bout. Bark-A-Bout has won numerous

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awards for the best boarding, daycare, and grooming facility in the area. They have also appeared on local television and they have been featured on Animal Planet. “Animal Planet did a segment on our Powerloo dog waste system,” said Michelle. “We save about 30,000 pounds of dog waste per year from going into landfills by using our Powerloo system.” What’s next for this fabulous innovative facility? “We will be opening more locations,” says Ms. Nikiforuk. “And, we will be franchising.” With Bark-A-Bout’s expanding future, soon pets from all over will be enjoying the luxury and fun of being unleash’d and luv’d!

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Bark-A-Bout has won numerous awards for the best boarding, daycare, and grooming facility in the area. They have also appeared on local television and they have been featured on Animal Planet.

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FACILITY DESIGN

Kennel

heating Systems By Craig McAllester

t’s getting colder outside. Last night we put another blanket on the bed. Soon, snow will be falling. Perhaps it’s just an ‘occupational hazard,’ but, as each season begins to change, I think about my mechanical system. I fully understand its importance in our lives. However, it is comforting for me to know that if our furnace should fail, most any competent mechanical contractor would be able to size and install a new heating system. Because we have two separate heating sources in our home (electric and wood fired), we would likely be okay for a week or so, aside from a little inconvenience, and the cost of a new furnace. When it’s time to buy new heating equipment for your kennel, designing such a system is not so straightforward. The air quality of a kennel is very different than that of a home or office building. An animal shelter is most often full, if not overflowing. That, along with all the open water bowls and all the cleaning that is taking place within the kennel, water is constantly

Photographs by Kennel Design USA

When it’s time to buy new heating equipment for your kennel, designing such a system is not so straightforward. The air quality of a kennel is very different than that of a home or office building. being evaporated into the air. This moisture will remain in the building until it is exhausted to the outdoors. If this wet air goes unchecked, the warm and wet environment becomes a perfect medium for the growth of mold, mildew and bacteria making for an unhealthy building, or, what I call, a sick building. It’s the mechanical equipment that will eliminate this water from the building, providing the kennel with a healthy indoor air quality. In addition to the kennel itself, there are some other areas in the building that have additional requirements for maintaining air quality. Surgical suites or treatment rooms should be provided with PPV, (Positive Pressure Ventilation). This will maintain clean,

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filtered air in those areas. Doing so, will help to minimize postoperative infections. As a door to the positive pressure room is opened, this slightly higher (positive) air pressure inside the room rushes out of the doorway, pushing away any airborne contaminants, thereby preventing their entry. Quarantine rooms work just the opposite way. They are designed with a NPV, (Negative Pressure Ventilation), to prevent the spread of disease throughout the facility. Air in these spaces is constantly being drawn into the quarantine room. Doing so prevents airborne contaminants in the quarantine room from getting out the door and into other areas of the building. The air in a quarantine ward will never be

A properly designed forced air HVAC (Heating, Ventilation, and Air Conditioning) system will handle all of these tasks. The heating fuel source may be gas, electric, or other.

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C1967

reused in the building, but is exhausted to the outside. The cattery is similar to the quarantine room, in that, the air is exhausted to the outside. All these concerns are addressed by a properly designed forced air, mechanical system. Now you can begin to see that this is not a simple heating system. When you need a new furnace, be sure to consider all the demands that will be placed on it over the course of a year. Here are some considerations, and your facility may have additional requirements: • Heating the building in the winter. • Cooling the building in the summer. • The mechanical system must include a ventilation system to circulate air within the building, and will filter the air removing dust and allergens. • The ventilation system will exhaust stale air outside and will bring in fresh air. • Quarantine areas will have NPV to exhaust contaminants outside. • Surgical areas will have PPV to prevent contaminants from entering clean areas. • It will remove moisture that has evaporated into the air. From this list, we can begin to see how the sum of these parts makes up the whole, and how everything must work together. A properly designed forced air HVAC (Heating, Ventilation, and Air Conditioning) system will handle all of these tasks. The heating fuel source may be gas, electric, or other. For new construction, with a highly insulated and airtight building, ask your mechanical engineer about adding an ERV (Energy Recovery Ventilator) to the ventilation system. An ERV will recover the energy (the warm air in the winter and the cool air in the summer) in the air before it is exhausted. Then it will use that energy to pre-warm (winter) or pre-cool (summer) the air coming into the building. This preconditioning saves money on heating and cooling costs. There are a lot of different types of heating systems, and each has its own advantages. It is important to understand that the best heating system for a home is not necessarily the best for use within a kennel. A good example of this is radiant

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Aside from the lack of ventilation in the winter months, radiant heat flooring turns the entire floor of the building into a radiator, so it becomes the warmest part of the building. Perfect for us peopletypes, but who wants their dog lying on a radiator? floor heating. If I were building a new home today, for my family, radiant floor heating would be my first choice for a heating solution. Iâ&#x20AC;&#x2122;m sure that is why, several times a year, a new client asks me to use radiant floor heating in the design of their new kennelâ&#x20AC;&#x201D;it is known as the highest quality home heating product available today. We all want the best for our families and for our animals too. Aside from the lack of ventilation in the winter months, radiant heat flooring turns the entire floor of the building into a radiator, so it becomes the warmest part of the building. Perfect for us people-types, but who wants their dog lying on a radiator? Consider too, that some systems are better than others for animals.

PET BOARDING & DAYCARE

If you were to use a separate heating system, all winter long, you would likely not be able to filter the air, or exhaust the stale air and moisture to the outside. During the winter the heat would be turned on, but the other parts (ventilation and air conditioning) would likely be turned off waiting for warmer weather. By no means am I saying that all types of radiant heat are bad. I have often used small, localized area radiant heat sources in conjunction with HVAC heating systems. Doing so will allow the owner to keep the ambient temperature of the entire kennel ward low, and then provide a little extra, supplemental heat in the kennel stalls as the need arises. For example, if my Shih Tzu, Gordon,

was being boarded in the same ward as an Alaskan Husky sled dog team on a cold night, Gordon may need a little extra heat! Spot heating like this also helps to save on heating costs if your occupancy is not at full capacity. Most any heating source will work just fine, if measures are made to clear the air of evaporated water. The number of air changes per hour will depend on the use and your local codes. So, if you get that musty, wet, and sometimes overpowering, knock-you-over smell the second you walk through the doors of your kennel, you should consult with a mechanical engineer, pronto. That smell, or lack there of, is the first impression your would-be customer will have as they walk through your doors; make it a good one! Consulting with an engineer who is familiar with the workings of a kennel or animal shelter will go a long way in keeping your facility healthy for both the staff and its four pawed tenants. n Contributions from Jamie Tiglas, P.E., LEED, AP, Mechanical Engineer. Craig L. McAllester, President, Craig L. McAllester, Inc, Kennel Design USA, has been designing veterinary hospitals, boarding kennels, animal shelters and police, military, and U.S. Department of HomeLand Security/Border Patrol working dog kennels here in the United States of America, and in countries around the world, since 2003. Craig may be contacted at 877234-2301. Craig@KennnelDesignUSA.com www.KennelDesignUSA.com

READER SERVICE CARD #1447 39

Sanitation Practices By Chris Quinlan

PET BOARDING & DAYCARE

hoosing the right product to use for cleaning, disinfecting and deodorizing the surfaces in my pet boarding and day care business is far easier than getting the staff to use it correctly. Remember sanitation is more about a repetitive process than a particular product. In part one we looked at the criteria that should be used to choose the best product. Now we are going to share ideas on how to get staff to properly use the product you’ve chosen, and get the results you’re looking for; a clean, healthy, and odor free boarding and daycare business. First of all, as owners/managers we are always looking to get our desired results in the most efficient way possible. With the understanding that proper sanitation is a process that must be performed daily, we need to simplify everything about it. If you simplify your sanitation, your staff is more likely to get it done properly every day.

Metered Dispensing Take the mixing and measuring of sanitation product out of staff hands by using metered dispensing. The benefits will be three fold. The staff will save time, no longer having to figure out proper mixing of product concentrate and water. In my experience, the glugglug method is used more often than not if metered dispensing is not in place. The second benefit is huge for whoever pays the bills. Metered dispensing controls product consumption and eliminates waste. Many times consumption is cut in half. The third benefit would be that metered dispensing does it right, all the time. When done right, all the time, you eliminate potential problems that may come from an improperly mixed sanitation product being used throughout your pet boarding and daycare business. Examples of problems that may occur if improper mixing is going on would be sticky floors, slippery surfaces, difficulty rinsing surfaces, hazing or stripping of floor coatings, skin irritation on our guests that come in contact with surfaces not

rinsed, potential surface destruction, product waste, and staff time wasted. These are all problems we want to avoid.

Have a Written Plan In our experience, it’s always better to write down the “what’s, when’s, and how’s” of sanitation, than to tell staff over and over again. What needs to be cleaned, when we need to clean and how we clean. Come up with a

SOP (standard operating procedure) that’s simple, efficient, effective, and enforceable. Here are some of the benefits to having a written plan for sanitation. As the owner/manager you know it’s more likely to be done right most of the time, thus producing the desired results most of the time. Happy staff, because there is no question as to how it’s going to be done and everyone is on the same page.

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Our emphasis on being clean must be a top priority, and the entire staff needs to understand the importance of proper sanitation. Do not assume all the staff members have the same level of concern in this very important aspect of the business. When a written plan does not exist, questions and debate arise among staff based on individual experiences. The “I know better” syndrome may occur, and you end up with potential problems among staff debating as to how it should be done. Reduced time spent training new staff members on the “what’s, when’s, and how’s” of sanitation would be another benefit. You can’t just assume your new people are going to know what to do, when to do it, and how to do it.

for sanitation is another great way to save time on training while showing the “what’s, when’s, and how’s” of sanitation in a way that is better retained and easily reviewed when needed. I recommend the staff review your SOP’s for sanitation every 90 days. This is the approximate length of time it’s been shown that staff will start to cut corners or deviate from existing SOP’s. Regular training, whether it’s a new hire or existing staff member, will be beneficial for both the employee and your business.

Training

Understanding the Importance of Sanitation

ca Lo

tion - Growing

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Pri me

Training is necessary, and can be very time consuming. But, with a written plan in place new staff training should go a lot quicker and again, keep everyone on the same page. Videotaping your SOP’s

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What staff does at home is their own business, but what happens in our boarding and daycare is our business. Our emphasis on being clean must be a

top priority, and the entire staff needs to understand the importance of proper sanitation. Do not assume all the staff members have the same level of concern in this very important aspect of the business. Why is sanitation so important to my boarding and daycare business? The reason is that dirt, germs and all sorts of contaminates are continuously being brought into our businesses every day. We must also continuously make an effort to remove or reduce the amount of contaminates for the health and wellbeing of our guests. Just as important, is the health of our business. How your business looks and smells are two of the top criteria pet owners use when choosing a daycare or boarding facility. So make cleaning a top priority at your daycare or boarding establishment, and you’ll be at the head of the pack when it comes to the competition. n Chris Quinlan grew up in a family business that has specialized in hospital hygiene, sanitation, laundry, and floor care since 1958. While earning a Bachelor of Science degree from California Polytechnic University, Chris also received extensive training in the areas of chemistry, microbiology, hospital infection control principles and practices, institutional hygiene, environmental sanitation, odor control, floor care, and OSHA compliance. Shortly after entering the family business, Chris started the animal care division of the company in 1989. Today Chris is president of Health Technology Professional Products, a leading brand in the pet care industry, and owns the Riverwalk Pet Resort with his wife Gia. Chris has been a speaker on sanitation for the Pet Services Association national meeting, as well as speaking on hospital hygiene and sanitation at several veterinary schools and associations.

PET BOARDING & DAYCARE

ANIMAL HEALTH

HANDLING

? MEDICATIONS

in a pet care facility

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n today’s society, our pets are enjoying longer life spans largely because of advancements in veterinary medicine. Because our pets live longer, a larger percentage of the pets we care for will come into our facility with some kind of medication to be administered during their stay. Having education and systems in place to handle and administer medications properly is not only important for the health and wellness of the pet, but also for the owner’s/manager’s peace of mind. Knowing medications and all of their administering needs is essential. Quality pet care providers should understand how to appropriately monitor and track medications used in your facility.

Staff Considerations You would think that giving a drop of oral medication or a pill to a dog or cat would be easy. Actually, in many cases, it’s a time when your staff is at the highest risk of injury. It’s essential that you consider who is administering

Having education and systems in place to handle and administer medications properly is not only important for the health and wellness of the pet, but also for the owner’s/manager’s peace of mind. medication and if they are properly trained to do so. Most pets tolerate being given medications quite well, but others will not. Some things to consider: • Who on my staff will be permitted to administer medications? • How will I know they are qualified and trained to perform this function safely? • How will I hold them accountable? • How will I know if the medication is secure and I am not at risk of medications going missing?

Timing Having systems set up to assure that there is consistency and accountability for the timing of administering medicines is essential to assure PET BOARDING & DAYCARE

accountability. In addition, leaving this schedule up to the staff ’s discretion can be a recipe for disaster if medicating is time sensitive. It’s best to have a designated time once a day when medications will be administered. This is usually done first thing in the morning, and then as indicated during the day by the veterinarian’s instructions. Medications may be given once a day (every 24 hours), twice a day (every 12 hours), three times a day (every 8 hours), or more often. For example, administering the medication three times in 10 hours is not the same thing as providing it three times in a 24-hour period – or every 8 hours. When given incorrectly, the pet is receiving an overdose for part

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If liquids must be given in food, either because of a pet’s temperament or by instruction, offer the medication in a small amount of highly palatable food prior to feeding the full meal.

PET BOARDING & DAYCARE is ONLINE! PetBoardingandDaycare.com of the day and no medication for the remainder of the 24-hour period. Of course, the exact schedule will depend on the hours the pet care facility is open. For example, if an antibiotic is to be given three times daily, it should be given every 8 hours (e.g., 6 AM, 2 PM, 10 PM). If the pet care facility is open from 7 AM to 7 PM, the schedule needs to be modified (e.g., 7 AM, 1 PM, 7 PM). Be sure the pet owner understands that the medication schedule will need to be altered. Some medications, particularly insulin, anti-seizure, and heart failure medications, should be given as near to the scheduled time as possible to minimize the chances of disease symptoms worsening.

Administering Medications for pets can come 46

in many different forms. Each one may require a different method of administration. It is important to stock the appropriate palatable food or treats and equipment so your staff can safely and accurately administer any medications. Oral medications such as pills, capsules and liquids are best given by opening the pet’s mouth and dropping the pills, liquid or capsules in the back of the throat or tongue. This ensures the medication is given and the pet has ingested it. Another option may be to hide the medication in a highly palatable food, cheese, or Pill Pockets™. When administering medication this way, it is very important that the staff member ensures the pet consumes the medicine. The medication should not be simply put on top of the pet’s regular food and left in the PET BOARDING & DAYCARE

enclosure. You must be able to confirm and document that the medication has been administered and swallowed by the pet; the owner is entrusting you to do so. If liquids must be given in food, either because of a pet’s temperament or by instruction, offer the medication in a small amount of highly palatable food prior to feeding the full meal. Staff should confirm that the food has been completely eaten prior to feeding the pet’s meal. Please note: When pilling a cat, some veterinarians recommend following the pill with water dropped into the cat’s mouth with a syringe. Because a cat’s esophagus does not have the swallowing mechanism called “peristalsis,” a pill can become stuck on the sides of the tube causing esophageal ulcers. The water will ensure the pill moves quickly into the cat’s stomach. If your facility will administer medications that require injections you should confirm that you have enough syringes for the pet’s stay. Syringes for injections should only be used once. You will also want to have the proper receptacle available to correctly dispose of used syringes. Proper medical waste (“sharps”) receptacles are available through medical supply houses, pharmacies, or veterinary hospitals. Your veterinarian may also be willing to dispose of any used needles and syringes for a small fee.

Keeping Records The pet’s medication record should indicate the type of medication to be administered, when it should be given, and the proper dosage. Some forms may also inform you as to the nature of the pet’s condition and what, if any, symptoms or abnormalities you should be looking for. Record the amount of medication given and the time it is administered. Many facilities also have the person recording the medication initial the chart or document to indicate that they were the one dispensing the medication. Some pet owners will count pills prior to leaving them with you, and will

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Some medications will need to be refrigerated, especially insulin and oral antibiotic liquids. Other medications that have the potential for human drug abuse or theft may need to be kept in a locked area (for example; in the manager’s office). be very upset if they think any dosages were missed. By recording the date, time, and medication given, a clear record is established. This is especially important when a pet has multiple medications that may be given on different time schedules. It also eliminates the possibility of missing doses, or of overdosing a pet by giving a second dose because the first one wasn’t recorded. Most pills and capsules should be placed in a dry environment. They easily absorb moisture, even when in prescription bottles. This means the enclosure door is not the ideal place to store medicine, although it is convenient. In addition, by accessing medications at the enclosure door you risk staff dropping pills or bottles and potentially losing medication, or allowing a dog to

inadvertently have access to something they shouldn’t have. Consider a shelf in the facility kitchen or other area more suitable for medications as storage. Some medications will need to be refrigerated, especially insulin and oral antibiotic liquids. Other medications that have the potential for human drug abuse or theft may need to be kept in a locked area (for example; in the manager’s office). All medications should be labeled with the drug name and milligram strength. Owners will sometimes place pills into a secondary container without appropriate labeling. Label the bottle with as much information as possible, such as the drug and strength, owner’s name, pet’s name, and the veterinary facility prescribing the medication. This

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way anyone handling the medication knows exactly which pet it is for, what the medication is, and what disease or condition the medication is being administered for.

Monitoring Medications Another step is to monitor any pet receiving medication. If the medication is short-term for a specific problem (e.g., antibiotic for skin infection or pain medication for muscle strain), the facility staff may want to record whether or not the symptoms are resolving and if the pet seems better. In rare instances, some pets may have an adverse reaction to a medication, such as hives or difficulty breathing. This is most common when the prescription is being started during a lodging stay and if the owner or facility took the pet to the veterinarian immediately prior to, or during, their stay. If you are concerned regarding an adverse reaction to a medication (allergic reaction, vomiting, diarrhea, etc.), contact the pet’s veterinarian as soon as possible. For pets on a variety of medications for chronic conditions, such as heart disease, liver disease, epilepsy or cancer, a record of the pet’s health and attitude should be maintained. Note any signs of a worsening condition (e.g., seizures for an epileptic, coughing for a dog with heart disease, or excessive urination for a diabetic). This information may be extremely helpful if the pet requires veterinary attention. Keeping detailed records demonstrates the professionalism and attention to detail of the pet care facility. Not only is it the best thing for the pet placed in the facility’s care, but good records build a trusting relationship with the pet parent. Be sure to record any calls to the veterinary office and any advice received. Remember, “If it’s not written down, it didn’t happen.”

Controlled Drugs Sometimes the pet care facility will have lodging pets that are on controlled drugs. The DEA (Drug Enforcement Agency) has designated drugs that have the potential for human abuse and addiction as “controlled.” Controlled drugs that might be encountered in the pet care facility include pain medications (codeine, hydrocodone, and morphine), cough medications (hydrocodone), seizure medications (phenobarbital), and antianxiety medications (alprazolam, diazepam). These medications should ideally be kept in a locked safe to which only the facility owner, manager, and supervisors have access. Other medications which are controlled in some states include tramadol and phenylpropanolamine. Properly administering medication is an important part of quality pet care. Pet parents are entrusting you with their pet and, in many cases, their furry companion has special needs that include maintaining a schedule for administering medications. Paying extra attention to properly administering and monitoring medications will set the level of care your pet care facility offers ahead of that of other pet care options. n Outstanding Pet Care University, www.opcuniversity.com, is dedicated to protecting and growing the Pet Care Industry through World-Class Pet Care Training and Education. OPCU’s curriculum: • Delivers necessary pet care training in the convenience of your facility. • Saves training, time and energy of owners and managers. • Provides convenient, technically advanced format for immediate access. • Offers immediate on-line testing to give you assurance that the material was understood. • Reduces potential injuries to your staff and guests. • Can increase health and happiness of the pets in your care. • Protects you, your staff, and your bottom line.

Keeping detailed records demonstrates the professionalism and attention to detail of the pet care facility. Not only is it the best thing for the pet placed in the facility’s care, but good records build a trusting relationship with the pet parent. How does the Kinn Kleanbowl work?

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PET BOARDING & DAYCARE

ZOONOSIS 100.4

100

and the

HUMAN-ANIMAL BOND By Bernadine Cruz, DVM

PET BOARDING & DAYCARE

oonotic (pronounced “zoeoh-NOT-ick”) conditions are ones that can be passed from animals to people as well as the other way around. With Ebola disease recently dominating news coverage, the public is becoming keenly aware of the possible perils associated with the interrelationship of animals and people and the sometimes deadly intersection of the two. In 1976, on the banks of the Ebola River, in the Democratic Republic of Congo, the first known outbreak of a disease that had an 88% fatality rate in humans was reported. Since that time the numbers of epidemics have been sporadic and thankfully were restricted to discreet locales in Africa. The current plague affecting parts of West Africa, Spain and United States has raised many questions regarding how this disease is disseminated, how our pets may be affected and what other emerging and known illnesses may be putting the human-animal bond at risk. In October of last year, in an overly cautious move, authorities in Spain elected to euthanize Excalibur, the dog owned by an Ebola positive health worker. She contracted the disease after treating an infected patient who traveled to Spain from West Africa for care. There is no evidence that dogs or cats can contract or spread this Filoviridae virus. Dogs and cats living in the West African nations where Ebola epidemic is running rampant have not been sickened by the virus. Present scientific knowledge shows that Ebola is not spread through water, air or cooked food. It is disseminated via contact with bush meat in Africa (wild animals used for food), objects contaminated with bodily fluids from a person demonstrating sign of Ebola illness such as vomiting, diarrhea and their blood (bedding, clothing and medical equipment). The chance of people or pets in the United States contracting the disease is unlikely. There are no routine diagnostic Ebola tests available for pets. To learn more

about Ebola, go to www.AVMA.org and the Centers for Disease Control and Prevention. Mom was right…wash your hands when you finish playing with the dog (or cat or bird, turtle, snake or any other critters for that matter). Even your dear house pet can be the source of illness for you and your family. Diseases such as Bartonellosis (cat scratch fever), Campylobacter, Cryptosporidiosis, E. coli, Leptospirois, Plague (Yersinia pestis), Rabies, Salmonellosis (not just from raw chicken), Toxoplasmosis, Toxocariasis (round worms) and Tularemia can be spread from pets to people. Before you think ‘no more pets for me!’ remember that people can also sicken pets (and it isn’t just from the cloying sweet baby talk). This is known as ‘reverse zoonosis’. During the 2009 influenza (H1N1) outbreak, several

cats, dogs and ferrets became ill after snuggling with their sick owners. At times we can be too close for comfort and health with our pets. Allowing a pet to ‘French kiss’ you should be avoided. Do you know where that mouth has been??? Licking of paws and bums can transport invisible amounts of feces. Contacting open sores, getting into eyes or noses can allow bacteria, viruses or fungi (ringworm) to invade your body. Not everyone who is exposed to zoonotic organisms will become ill. People or pets that are immune compromised, ill with diseases like cancer, diabetes, the very young or old and pregnant women are at greater risk. Pets provide fabulous benefits to us physically and mentally. They can entice us to put on our walking shoes and get some exercise when we

Mom was right…wash your hands when you finish playing with the dog (or cat or bird, turtle, snake or any other critters for that matter). Even your dear house pet can be the source of illness for you and your family.

PET BOARDING & DAYCARE

otherwise would have sat on our rump doing nothing. They bring down our blood pressure from merely petting them and they provide unconditional love. Enjoy your pet. Keep everyone healthy by washing your hands after handling them, their food or their bedding. If you feed raw food, take extra precautions handling the food and their stool. Instruct children how to humanely and lovingly care for pets and how to wash their hands frequently (wash with soap and running water for as long as it takes to sing the Happy Birthday song). Take your pet to the veterinarian for annual examinations. Keep them vaccinated and free of internal and external parasites. n

Instruct children how to humanely and lovingly care for pets and how to wash their hands frequently (wash with soap and running water for as long as it takes to sing the Happy Birthday song).

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sample health report card ____________________________________â&#x20AC;&#x2122;s Report Card Last Name ______________________________________ Examined By_______________________ Date: ________

VACCINATION PROGRAM ___ ALL OK ___ DUE q Distemper/Parvo

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q Bordetella

COAT & SKIN q No problems found q Dull/dry q Matted q Abnormal Lump

q Rabies

q Rattlesnake

q Flu

q Distemper q Leukemia

ABDOMEN q Excessive shedding/hair loss q Itchy q Parasites q Other: ________________

q No problems found q Abnormal lump q Tense/painful q Distended q Other: ______________________________

LUNGS EYES q No problems found q Cloudy lens: L ___ R ___ q Discharge q Other: ________________ q Inflamed q Eyelid Problem:_________________________________

EARS q No problems found q Inflamed q Itchy

q Abnormal lump: L ___ R ___ q Excessive wax/hair q Other: ________________

q No problems found q Breathing too rapidly q Coughing

q Breathing difficulty q Congestion q Other: ________________

DIGESTIVE SYSTEM q No problems found q Excessive gas q Vomiting q Eating disorder

q Abnormal feces (BM) q Diarrhea q Other: ________________

URINARY/REPRODUCTIVE SYSTEM NOSE & THROAT q No problems found

q No problems found q Abnormal urinations q Breast lump(s) q Genital discharge q Anal gland problem q Abnormal testicles q Other: ________________

q Nasal discharge

MOUTH, TEETH, GUMS q No problems found q Broken teeth q Inflamed lips q Loose teeth q Ulcers q Bleeding gums q Abnormal lumps q Tartar buildup q Other: _____________________________

WEIGHT: _____ lbs q Normal range q Too heavy

q Too thin q Recommended weight: _______

INTESTINAL PARASITES/WORMS LEGS & PAWS q No problems found q Lameness/pain

q None seen q Seen during exam q Suspected q Joint/nail problem q Other: ________________

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TropiClean says their new puppy line features products specifically formulated for this stage of your dogs’ life including ingredients that help “sooth minor gum irritation and address plaque and tartar before it starts”. The Advanced Whitening with 3DMicroGuard™ works on the toughest cases,

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GROOMER WANTEDOur client, an upscale animal boarding establishment in Orange County, CA is looking for an extraordinary animal groomer. The ideal candidate will have prior experience grooming animals: • Bathe, brush and dry animals; • Clean ears, clip nails, and perform other needed services; • Groom animals to pet owner satisfaction; • Provide excellent service to pets and pet owners; • Maintain salon appearance standards; and • Be able to work flexible hours (including weekends and holidays). This client offers a first-class work environment and a competitive compensation and benefits package, so we’re only looking for the best. If you want to continue your career in the animal care industry and have the flexibility to work weekends, please email your resume and salary history/ requirements. Please submit your resume and salary history/requirements to kpm123ps@gmail.com

PET BOARDING & DAYCARE

It is a badge of honor to accept valid criticism. Proverbs 25:12 Living Bible

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PROVERBIAL WISDOM

Canine CPR Course approved by the Illinois State Board of Education

Knowing how to respond quickly in an emergency and, if necessary, administer cardiopulmonary resuscitation (CPR), can save the life of a pet in your care.

Instruction includes: • Definition of cardiopulmonary arrest • Assessment of the dog • Preparing the dog for CPR • Demonstration of breathing and compression techniques • CPR techniques for one or two people • Benefits of learning canine CPR Veterinarian, Melanie Mokos, D.V.M., discusses practical issues of canine CPR and provides a thorough, step-by-step demonstration of the techniques.

#1340 CPR - dvd $27.95

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C1712