Pet Boarding and Daycare January February 2018 by Barkleigh Productions

VOL 8 â&#x20AC;¢ ED 1

JAN / FEB 2018

Profile of Success

VIPet

RESORT

MISSING KEY

In Pet Care Success

BEST

FLOORING SOLUTIONS

For Your Facility

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STAFF PUBLISHER Barkleigh Productions, Inc.

and daycare magazine JAN UARY / FEB R UARY 2 0 1 8

EXECUTIVE EDITOR Rebecca Shipman

CONTENTS

ART DIRECTOR Laura Pennington SENIOR GRAPHIC DESIGNER Jenn Barraclough JUNIOR DESIGNER Jenny Thomas WEB MASTER Luke Dumberth

PRESIDENT Todd Shelly

PROFILE OF SUCCESS: VIPET RESORT

VICE PRESIDENT Gwen Shelly

FACILITY

CHIEF OPERATIONS OFFICER Adam Lohr

Best

FLOORING SOLUTIONS for Your Facility By Mark Bekker When revenue

his article will help companies of any size develop or tweak the growth plans essential to the foundation for success.

Behavior

growth occurs,

evolutionary changes follow. A critical tool

for navigating these changes is a realistic staffing growth plan.

Define Your Expectations Let’s start at the beginning. Most owners decide to open a pet care facility because they love and want to be surrounded by pets. They generally have a genuine skill or even a gift for providing proactive, quality care. They imagine dogs and maybe cats playing happily in their company, their grateful owners picking them up at the end of a lovely vacation or a long day of work. Unfortunately, that happy bubble is burst when the reality hits: there’s a lot of work involved in running a quality pet care facility. That’s where the need for hiring not just a quality staff but a manager or numerous managers comes in. Our view on any new hire, but

to internal chaos

12 24

and unsustainable operation.

WAnimal Health EPOXY

ith pets being such a significant part of the family in an increasing number of households, the animal care and boarding industries are quickly expanding. When away from home due to business travels or extended holidays, animal owners are using kennel services more and more to take care of their pets. At kennels, the goal is to have floor surfaces that are safe, hygienic, and easy to clean, yet still be kind to delicate paw pads. With the proper flooring system, it is easy to achieve this goal. When an establishment is planning to install new flooring, choosing the right option will help make the operation less dangerous, more sanitary, and above all, healthier for our furry friends.

Finding Real Behavior Solutions

Business

Without one, your

business is vulnerable

especially a manager, is that this person needs to make your company stronger. Otherwise, why would you invest in them? Hiring a manager is a greater cost than hiring an entry level employee, so therefore the return for the company should match. An often-overlooked key to success is clear expectations, and most pet care facility owners do not have a planned organizational chart to know what skills they’re looking for to grow their company. Without a clear list of reasonable expectations, the probability the new hire and company will be successful is very low. Defining what you expect and desire from your staff gives them visible goalposts on the way to success. Hiring managers that suit your game plan brings in the skills needed to keep your team and company on course. Managers are frequently promoted within this industry because they're

46 52

By Laura Laaman

Does Your Website Have A “Warning Label” on it? “Is My Dog Eating?” Reduce Stress By Simplifying Client Communication PET BOARDING & DAYCARE

Facility

extremely hygienic and slip resistant. The epoxy resin coating works great on cement, concrete screeds, and epoxy mortars. The coating also comes in a variety of colors, and it is water dilutable, water vapor permeable and also odorless. Listed below are some of the primary advantages in selecting epoxy floor coating for your doggy hotel and boarding kennel: • It creates an easy to clean, seamless surface. Epoxy floor coating products are durable and create a smooth surface that can easily be cleaned, making it the perfect option for doggy hotels, boarding kennels, veterinary clinics and any other animal holding facilities. • The result is a durable, long-lasting surface. Epoxy flooring

F Titles and Roles Understanding in the Veterinary Hospital Handling Obesity in the Pet Care Facility looring

Boarding kennel floors are subjected to the inevitable scuffs, scratches, and stains because of the high traffic they endure on a daily basis. These sites need to choose building materials that will consistently offer a clean and appealing environment. Epoxy Flooring is a great option for doggy hotels and boarding kennels since it's both

Industry News

PET BOARDING & DAYCARE

54 Classifieds 54 New Products

40 A Barking Matter: Reducing Noise in Pet Boarding and Daycare Centers 4

PET BOARDING & DAYCARE

DIRECTOR OF MARKETING & CLIENT RELATIONS James Severs MARKETING COORDINATOR Alyx Robertson SOCIAL MEDIA / PR COORDINATOR Chelsey Hall CONTACT General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com (717) 691-3388 (ext. 225) Advertising: james@barkleigh.com (717) 691-3388 (ext. 224)

Copyright January 2018. 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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When to vaccinate • Vaccinate puppies from 7 weeks of age with 2 doses administered 2 to 4 weeks apart • Annual revaccination with 1 dose is recommended

Reasons to vaccinate • Keep pet parents happy by sparing their pets from annoying cough attacks • Protect dogs under your care and in the community from highly contagious CIV • Prevent outbreaks in your practice and boarding facility Nobivac® Canine Flu Bivalent - Convenient CIV H3N2 and H3N8 Protection in one dose

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ANIMAL BEHAVIOR

er al By Gary Wilkes

In the world of training there are many claims of mastery and efficacy. Few are ever proven. Real masters let their work speak for itself. Self–promoting “masters” rarely show anything outside of video tape and photos— and boy, do they look good in photos.

or pet professionals who have to trust their instincts to find someone to help their clients with behavior issues, it helps to have a guide to analyze training results. If you are interviewing a trainer or a client to get a review of someone’s services, here are a few things to consider: Can A Successful Solution Be Easily Defined? This is the first step in creating a working relationship between the trainer and the clients. If the client says, “I want the dog to stop getting into the trash” and the trainer recommends eight weeks of obedience training, there is an obvious disconnect. Sometimes the solution is counter–intuitive. A person who wants to stop a dog from barking all day may not realize that getting the dog house–trained might be the first, best solution. Dogs that cannot be left indoors often end up as chronic diggers

PET BOARDING & DAYCARE

and chewers from shear boredom. What Degree Of Skill Is Necessary To Create A Solution? Some behaviors require great skill and many years’ experience to resolve. A general course of training at a big–box store isn’t going to be of much help to someone with an obsessive, compulsive dog. Likewise, aggression should be handled by people who have a great deal of experience with aggression. Many trainers claim skills and knowledge they don’t have. Someone who works for a franchise is automatically limited to the skill–sets that come from the franchise. A person who teaches classes in the park may not be qualified to handle one–on–one training. How Long Will It Take? This is where skill and knowledge really come in to play. The late Dr. Sophia Yin did a “study” of how her Manners Minder treat dispenser could teach

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If a client pays

of dollars for long–term classes and doesn’t see tangible progress within the first week or two, there is usually something wrong.

dogs to lie quietly when guests came to the door. It took four months. In reality, the process takes about ten minutes and a couple of touch–ups. If a client pays hundreds of dollars for long–term classes and doesn’t see tangible progress within the first week or two, there is usually something wrong. By the same token, long–term house–training issues in a chaotic home may take a couple of months. The best rule of thumb is that if the logical goal is to stop a behavior, the solution should be relatively speedy. If the goal is to teach a behavior such as peeing outdoors or teaching a fearful dog to be more comfortable in stressful surroundings, the solution is going to take longer. How Much Work Does It Take To Accomplish? Pet owners have lives. Asking

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them to spend hours a day to fix a behavior problem is doomed from the outset. Behavior solutions must be simple and not arduous. Expecting an owner to work like an employee is unreasonable. Likewise, having them hide in the garage to pretend they’ve gone away so they can catch the dog in the act can be done once or twice but beyond that is unlikely to be maintained. How Much Diligence Is Necessary for an Owner to Maintain the Success? Once the solution is achieved it is critical that the problem behavior be gone or the newly learned behavior will remain without an immense amount of work. If simply maintaining the behavior takes considerable focus every day, then it’s not going to be maintained.

Was the client

If you are evaluating services, just remember that nobody pleases everyone all the time.

What Does It Cost? Cost is a huge part of every training and behavior solution. Call someone about training and then remember the price they quote you. Now imagine someone just told you that your facility plumbing needs that much money so you can open the doors tomorrow. Whatever the number, it’s going to be a shock. Unless you cater to ultra-rich clients, $500 and up is not an amount

to sneeze at. These clients are the same people who have other obligations like kids in school, automotive repairs and bills. Training and behavior services always have to charge what the market will bear without breaking the bank. Does the Trainer Have Written Materials or Publicly Posted Videos for Review? With the emergence of YouTube, blogs, Facebook and a host of other

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public forums, a trainer has the opportunity to tell you more about themselves. There are two caveats for you when studying this—first, people may present themselves as something they are not, and second, a master trainer may be successful enough to not need to promote their service. If interviewing a trainer, it’s a good idea to ask to see written materials they give their clients or video examples of their work. Was The Client Satisfied? After all is said and done, the issue is always about the client’s feelings. Some are pleased with minimal services and low costs. Some fairly brag about spending thousands of dollars on a board–n–train that removed the need for a major time commitment. If you are evaluating services, just remember that nobody pleases everyone all the time. I was once fired because I wasn’t “rough enough” with a Doberman, even though I had accomplished more than the owner requested. Getting to know more about training and behavior services is a key to helping your clients deal with the most likely reason they might get rid of a dog. If they get rid of the dog, they don’t need you anymore. From helping clients choose the right dog, adapt to a new dog or keep the one that’s driving them crazy, you are the person most likely to be consulted. Having a handle on behavior is an insurance policy for keeping your clients. n

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BUSINESS

DOES YOUR

WEBSITE

HAVE A WARNING L ABEL ON IT? (GOOGLE MAY THINK SO)

BY ALAIN PARCAN

When it comes to online marketing, one of the biggest and most common mistakes we see pet care businesses make

IS HAVING AN OUTDATED WEBSITE.

PET BOARDING & DAYCARE

aving an outdated Website is an easy way to deter visitors and a sure way to ruin your standing on Google. We understand that all businesses, especially smaller pet care facilities, may not have the resources to consistently keep their Website up to date. Here is a short checklist to help you make sure your website isn’t falling behind: Double Check That Your Contact Information Is Correct This one is easy. Go to your Website and find all the email addresses and phone numbers on there. Are all of those still in use and actively checked? It’s amazing how many businesses list an email address on their site that causes an error when someone tries to email it, or is never checked by anyone at the business. Having email forwards set up is a great way to make sure you aren’t missing any communication coming from your Website. As for phone numbers, many businesses set up separate phone lines to track marketing efforts. This is a useful tactic but can prove detrimental if one of those lines is deactivated and your Website isn’t updated to reflect it.

accreditations and certifications on your site, but it’s important to keep them up to date. If one no longer applies, remove it from your site. While it may seem worthwhile to continue to list them, it’s simply not worth the risk of appearing dishonest. Does Your Website Display ‘Smartly’ on a Smartphone? Looking for a way to turn customers away from your Website? Make sure that your site is difficult to read on a phone! Your customers will look elsewhere before you know it. This is a bit of a more complex update than the first two items on this list, but it’s incredibly important. Current estimates show that over 50% of Website traffic comes from smartphones as opposed to computers. Whether you set up a separate, mobile version of your site, or build a responsive site, in 2018, a mobile presence is a necessity. To see an example of a pet care business that does this well, check out www.resortforpets.com.

And, Google is now drawing attention to sites that are ‘mobile– friendly,’ so if your site doesn’t receive that designation, you’re giving your competitors a leg up in search rankings. Maintaining a consistent and current web presence may seem like a daunting task, but that doesn’t have to be the case. Depending on how much time and resources are available to you, stick to the basics and work your way up from there. Take some time after reading this to evaluate your Website on each of these three items, and call your Website provider ASAP if you need to fix any of them. Your success depends on it.n Alain Parcan, Director of Marketing for Market Hardware, Inc., regularly speaks at Pet Boarding & Daycare Expos on behalf of Market Hardware, which helps small pet care businesses compete on the Web. You can Reach Alain’s team at 888-381-6925.

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By Laura Laaman When revenue growth occurs, evolutionary changes follow. A critical tool for navigating these changes is a realistic staffing growth plan. Without one, your business is vulnerable to internal chaos and unsustainable operation.

his article will help companies of any size develop or tweak the growth plans essential to the foundation for success. Define Your Expectations Let’s start at the beginning. Most owners decide to open a pet care facility because they love and want to be surrounded by pets. They generally have a genuine skill or even a gift for providing proactive, quality care. They imagine dogs and maybe cats playing happily in their company, their grateful owners picking them up at the end of a lovely vacation or a long day of work. Unfortunately, that happy bubble is burst when the reality hits: there’s a lot of work involved in running a quality pet care facility. That’s where the need for hiring not just a quality staff but a manager or numerous managers comes in. Our view on any new hire, but

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great with pet care. That’s certainly an important skill for an operations or care manager, but you need to consider other key areas that make a pet care facility successful. What about customer care? What about employee development and coaching skills? Conflict resolution? Fair and productive discipline? You see the problem. If you hire a strong pet care manager and expect them to improve customer or employee care without the right skills, there’s bound to be a disconnect. This disconnect can often cause more drama that not having anyone in the role at all. Hiring a Winning Pet Care Team The pet care industry relies on people, and because pets can’t talk, trust is a priority for pet owners. Hiring competent, trustworthy, and enthusiastic employees is the first step to hiring success. Pet care is an art, and not everyone is capable of this kind of work. A successful employee will need patience, keen observational skills, and devotion to the pets and their humans that come through your doors. It’s important to try to choose trustworthy employees who will make a good impression and inspire confidence with your customers. Your employees are likely the first people your customers come into contact with, and many customers will base their initial impressions of your business on the friendliness, competence, and responsibility of your employees—so choose carefully. Motivating employees and creating a positive work environment where they can thrive will go a long way in ensuring they grow in their roles and deliver exceptional care for both your humans and pets. To create a quality, solid team and minimize turnover, it’s important to let employees know that growth is available within your company. Someone who starts off as a pet care technician may work his or her way up to being a manager. With the opportunity for personal growth, your employees are

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necessary to act as a true general manager. likely to work harder and with a greater sense of purpose. Common Positions in the Pet Care Industry Finding the right level of staffing is a challenge for most pet care facilities. This business is hugely dependent on people, so managing the quality and quantity of labor of a pet care company needs to be a priority. Without proper staff, the owner and others will burn out. The energy, focus and attention to detail will slip. Too much labor and the company won’t be profitable. Let’s look at the most commonly adopted staffing models. Most pet care companies are stratified, which means there are different levels of staff and employees. At the top, there’s usually the owner and managers, who oversee supervisors and assistant managers. In turn, the assistant managers and supervisors directly supervise the work of the general staff and employees. This system creates the accountability that makes for healthy working relationships. Owners The owners, of course, are responsible for everything within a company. They’re responsible for pet care, customer care, employee development, financial success, and effective marketing. As the business grows, owners need to bring on someone else to act as their eyes and

PET BOARDING & DAYCARE

ears to help ‘manage’ various aspects. General Managers or Department Managers Hiring your first ‘real manager’ can feel amazing, as if a huge burden is lifted from your shoulders. That is, until your new manager has personal issues, becomes overwhelmed, doesn’t do a great job, or leaves. Then you’re scrambling to replace 6 or 7 roles or responsibilities. Realistically, this will take weeks, if you’re lucky—but likely months. Meanwhile, the owner will be forced to jump back into the business, neglecting other key areas of business development (sales, marketing, customer service). We recommend breaking the ‘general manager’ position down to a smaller set of functions because it’s very unrealistic to find someone with all the skills necessary to act as a true general manager. If you do find someone with all the skills, it will likely be very expensive. And even if you do, you’ll still have the vulnerability of relying on one key person. The secret to finding a strong management team is finding a set of employees who can move upwards. The best leads, shift supervisors, assistant managers and department managers can come right from within. Supervisors or Leads The supervisors or leads are needed to provide leadership to other staff members, but they don’t have general

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supervisory or disciplinary power. When you choose a lead or supervisor, look for these important characteristics: • Reliability • Company loyalty • Following company structure • Positive attitude Having a good employee structure which includes positions like supervisors or leads will provide staff with good examples. This structure should help reduce employee turnover. Leads or supervisors are a great solution to a variety of problems. Keep in mind: • Leads, assistant managers and even managers should be working positions. • They should only cost you a little more than technicians. • They can help with training by showing new employees how to properly do certain tasks. • They naturally mentor a positive attitude. • You can rely on them to help answer questions. • They can act as a manager’s eyes and ears (leads can also help notice if an enclosure hasn't been cleaned properly, if a dog is acting strangely, etc.; same as entry level employees, but more can be expected of leads). • Leads are not responsible for scheduling, disciplining or interviewing. • Ideally, leads can be groomed into managers or assistant managers. Assistant Manager Similarly, the assistant manager might cost you a little more than a lead. Depending on the size of your company, you’ll probably need more than one lead. You might even want more than one assistant manager. Not only are they likely great candidates to fill the manager position, they make the manager position realistic and increase the probability of success. A good assistant manager can help in a wide variety of ways: • Cleanliness / care • Problem observer

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• New staff trainer/mentor • Scheduler • Some discipline responsibility • Some interviewing responsibility The Importance of a Labor and Employment Attorney Your business is most likely subject to federal, state and/or local employment laws. Labor and

employment laws are complex. Some

a special type of lawyer that specializes

laws only apply to employers of a

in the relationship between employers

certain size, while others apply to all

and their employees. They can help

employers. While this article highlights

make sure your company is following all

some situations that may be governed

the rules and work with you to create a

by applicable labor and employment

hiring process that follows the law.

laws, nothing written here should

Having labor and employment

be construed as legal advice or as a

attorneys available to you and providing

statement of the law.

updates is invaluable. For example, your

A labor and employment attorney is

application and all other hiring tools should be reviewed regularly to ensure you're complying with all state and/

Pet Care Facility DESIGN • BUILD • CONSULTING

or federal laws where you do business. Laws are changing all the time, and they often vary by state, so it’s important to keep on top of them. Your attorney’s professional guidance will clear a path for you to build

Our Experience Sets Us Apart!

the self–sustaining work environment that promotes dedication and passion in your staff. Having a strong management team that doesn’t rely on the owner is essential for smooth operation of the business. Our clients are prime exam-

• Designed over 65 facilities, including veterinary hospitals • Built 12 pet care facilities • 25-year owner/operator of a Pet Resort!

ples of how a business producing strong revenues can comfortably and profitably pay for these managers. Having strong managers is also a key

DESIGN

• Architectural – Engineering

Plumbing Electrical Mechanical

to successfully selling your business one day. So, adopting a solid management team solution will help you enjoy life by running a smoother and stronger

CONSULTING

• Site Selection • Business Plan • Feasibility Study • Demographics • Operations

company today while helping you sell for top dollar when it’s time. n Laura Laaman is president of Outstanding Pet Care. Outstanding Pet Care guarantees to substantially increase the revenues of its clients with its proven services. If you're

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EATING? REDUCE STRESS BY SIMPLIFYING

CLIENT COMMUNICATION By Teena Patel

PET BOARDING & DAYCARE

ave you or your staff ever felt overwhelmed with client communication? Communicating with clients during a pet’s stay can feel daunting, but it doesn’t have to be that way. With the right plan, tools, and a hefty dose of teamwork you can streamline how you update clients.

“IF YOU FAIL TO PLAN, YOU PLAN TO FAIL .” There’s a reason this saying is so popular—it’s true! Take the time to develop a thoughtful plan and process for how your business will communicate with clients during their pet’s stay, and use real data to support your intended plan.

THE IMPORTANCE OF BEING PROACTIVE IN

SET TING EXPEC TATIONS We’re proactive in our communication and set these expectations from the beginning, and as a result we don’t receive many extra calls asking for updates. Our clients know how frequently they’ll hear from us, and the trust we’ve built with each client helps them feel comfortable with this rate of communication. We can do this because client relationships are so important in the success of our business and in the lives of the dogs we care for, and maintaining those relationships is something we actively focus on every day. It’s something that’s admittedly difficult when you care for large

numbers of dogs each day, or when you’re unfamiliar with what it takes to forge those relationships. It’s not impossible—especially when you involve all members of your team.

DEFINING EMPLOYEE ROLES WHEN CREATING A COMMUNICATION PLAN When working out your client communication strategy, your next step is to have your front desk employee share some of the most common questions people ask when they call during their pet’s stay. What questions are people asking over and over again? Make a list of those questions and compare it to the data you’ve collected. Based on that information, create a

HOW OF TEN CAN YOU COMMIT

TO UPDATING CLIEN TS?

First, look at the average length of an overnight stay during the past 3 to 6 months. Then ask yourself, “What is the minimum number of times we can commit to updating clients during a pet’s average stay, even if things get hectic?” If the average stay is 3 days, and you can commit to sending an email or text update (preferably with photos) once during that time, communicate that expectation to your clients. Every facility’s schedule will look different, but the promise you make to your clients needs to represent the minimum commitment you can make, otherwise they’ll call every day. At Doglando, we commit to sending an update once every 3 days. We’ve determined this to be the minimum obligation that we can meet—in fact, our average for client communication is daily. If you can beat your promise, that’s great! If not, you know what you’ll be able to do regardless of how busy things might get.

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template that includes a list of the most commonly asked questions. When you (or a member of your team) sends updates, be sure to include information that addresses the most common inquiries, plus some fun notes about what the pet has been up to. Personalization and care is key to building client trust. And, when you proactively set expectations and anticipate the needs of your clientele, you won’t receive as many calls.

WHICH T YPES OF TECHNOLOGY

SHOULD BE USED WHEN

When you (or a member of your team) sends updates, be sure to include information that addresses the most common inquiries, plus some fun notes about what the pet has been up to.

COMMUNICATING WITH CLIENTS If you care for a larger number of dogs, you should use technology to make client communication easier. Even if your business is on the smaller side, technology can help alleviate much of the stress that comes with client communication. Texts and emails are easy to use, and effective. You’ll just have to determine which staff members will be responsible for sending them. Clients love photos, but taking and sending photos requires more manpower. Webcams involve a similar increase in effort, and they might not

even reduce the number of calls you receive. Surprisingly, we’ve found that webcams often increase the number of calls received, and therefore the amount of work that needs to be done. Sometimes, they have questions about what they can’t see on the cameras. Other times, they may be concerned about what they’re seeing because they can’t see the entire picture. It’s something to consider when creating your process. Technology will help with the ease of information delivery, but it can’t automate things entirely. Each update you send still needs to be specific to the dog, and that’s where internal communication comes into play.

THE IMPORTANCE OF

IN TERNAL COMMUNICATION When your team communicates effectively, the pet’s experience is improved and client communication will be easier. At Doglando, our Front Desk Manager sends out a daily email to the entire team. Along with the number of dogs that came to our facility, these emails include information about specific dogs; everything from behaviors our Play Professors have noticed to birthdays. This helps us personalize every update we send out, without any extra headaches. If you’re struggling to keep up with the demands of client communication, first consider how effective your internal communication systems are. From daily emails to notes on a whiteboard in your staff room, there are many ways to keep everyone in the loop regarding details about the pets in your care. And when your team communicates effectively, pet care and client communication will improve by leaps and bounds. n

PET BOARDING & DAYCARE

PROFILE OF SUCCESS

By Kathy Hosler "When a pet is pulling its owner into the building, then you know you are doing it right," says Annmarie Paparella, owner and founder of the VIPet Resort.

he VIPet resort, located in Orlando, Florida, is an all–inclusive luxury facility that offers overnight boarding, doggie daycare, grooming, and more. It has been in business for fifteen years and is in existence today because of one little puppy. "When my daughter was five, we got an adorable Samoyed puppy," recalls Annmarie. "We planned a family vacation and couldn't take the puppy with us. I began to search for boarding facilities for her, and the choices I looked at were not ideal. Everything I found was purely 'kennel' type with crates and cages. It was heartbreaking for me to leave her in a place like that when we were out having fun.” "I thought long and hard about the situation and knew that I couldn't be the only pet owner that felt that way. Then I 28

said to my husband, 'I want to open a pet resort where the dogs and cats can have fun!' He replied, ‘You want to what?’ And, that's how it all began.” Ms. Paparella began to research all of the things that she wanted her facility to have. She found the perfect location, and soon—the 'ultimate vacation spot for cool cats and hot dogs' became a reality. The 8,000 sq. ft. all–indoor resort has a very warm, inviting homelike feel to it. Instead of chain link and concrete they have beautifully finished floors and private suites. The dog suites are 3' x 7' and 4' x 8'. They feature comfy beds, offer maid and room service, and have TV's for the guests’ viewing pleasure. Instead of harsh fluorescent lighting, they have softer, lower intensity lights. You don't get a cold, commercial feeling when you are in the resort. PET BOARDING & DAYCARE

The indoor play area, Hot Dog Park, is where overnight guests and doggie daycare attendees can romp all day. Pets are divided into groups according to their size and temperament and are continually supervised by staff members. The spacious park has lots of room to exercise and plenty of play equipment, and they never worry about the weather. There are gorgeous murals on the walls that give the park a real outdoor atmosphere. Feline guests also enjoy the utmost in pampering in their 3' x 3' x 8' tall cat condos that have multiple levels for sleeping and playing. They have their own exclusive Cool Cat Courtyard, which is an open area with lots of toys, cat towers and cubbies to play in. Each cat enjoys private time in the Courtyard twice a day. Milo's Salon and Spa provides everything from baths and mini grooms,

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The life–like beach themed murals on the walls help create a fun–filled vacation atmosphere for the pups. It is equipped with a luxurious

bone–shaped swimming pool that is surrounded by pint–sized lounge chairs.

to full–service grooming. They offer pampering body massages and other spa services. Almost all of the boarding clients book a visit to the spa before they check out. Last year the VIPet resort had a big expansion. Their newest addition is called the Companion Club. This exclusive club encompasses an entire floor and is available only to pets that weigh less than twenty–five

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The Companion Club's exclusive play area is called the Poconuts Beach Club. The life–like beach themed murals on the walls help create a fun–filled vacation atmosphere for the pups. It is equipped with a luxurious bone–shaped swimming pool that is surrounded by pint–sized lounge chairs. "The Companion Club has turned out to be an amazing concept," says Ms. Paparella. "The area is much calmer and quieter for the smaller

“There are lots of photos of our building, the dog

parks, and the inside of the suites and cat condos. We want everyone to know exactly what the

accommodations their pets are staying in are like.” — Annmarie Paparella, owner and founder of the VIPet Resort. pets. Our customers love the fact that

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their little family members are more relaxed when boarding at the Club." The VIPet resort has chosen all– inclusive pricing for their guests. "We find it is easier for the customer. They don't have to pick and choose the options they want," Annmarie says. "Every pet gets the works at one price with no surprises!" Because Orlando attracts tourists from all over the country, VIPet Resort cares for a lot of pets while their owners visit the local theme parks. Their website, www.vipet.net is how both local and out of town guests find the resort on the internet. "We have all the information about our facility and vaccination requirements, etc. on our website," says Annmarie. "There are lots of photos of our building, the dog parks, and the inside of the suites and cat condos. We want everyone to know exactly what the accommodations their

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Ms. Paparella

credits a lot of

VIPetâ&#x20AC;&#x2122;s popularity

and success to her

dedicated staff.

pets are staying in are like.â&#x20AC;? "Social media is the way of the world

"Our success is solely attributed

love and care that we show our guests

to the fact that we love our pets," say

that makes the difference. Our repeat

these days," Ms. Paparella continues.

Annmarie and Nicole. "Yes, our facility

business is about 95%. That's a lot of

"My daughter, Nicole (who is now my

is beautiful and immaculate, but it's the

very happy 'cool cats and hot dogs'!" n

business partner) has a master's degree in marketing, and she's my social media guru. She posts lots of things on Facebook and Snapchat, and the customers love it!" "I often broadcast live from the playrooms," says Nicole. "The videos are great because you can see and hear everything that is going on in real time. We also like to post other fun things we do like Halloween costume contests and Christmas ugly sweater contests." The clients love Nicole's postings and when they share them with their friends, it attracts new business for the resort. Ms. Paparella credits a lot of VIPet's popularity and success to her dedicated staff. "Our VIPet team is simply amazing," Annmarie states. "They are all animal lovers with multiple pets of their own. They treat our guests with the love, care, and attention that they give their own pets." Puppy love has been the central theme of the resort since that adorable little Samoyed sparked its conception. PET BOARDING & DAYCARE

FACILITY

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Flooring Boarding kennel floors are subjected to the inevitable scuffs, scratches, and stains because of the high traffic they endure on a daily basis. These sites need to choose building materials that will consistently offer a clean and appealing environment. Epoxy Flooring is a great option for doggy hotels and boarding kennels since it's both

PET BOARDING & DAYCARE

extremely hygienic and slip resistant. The epoxy resin coating works great on cement, concrete screeds, and epoxy mortars. The coating also comes in a variety of colors, and it is water dilutable, water vapor permeable and also odorless. Listed below are some of the primary advantages in selecting epoxy floor coating for your doggy hotel and boarding kennel: â&#x20AC;˘ It creates an easy to clean, seamless surface. Epoxy floor coating products are durable and create a smooth surface that can easily be cleaned, making it the perfect option for doggy hotels, boarding kennels, veterinary clinics and any other animal holding facilities. â&#x20AC;˘ The result is a durable, long-lasting surface. Epoxy flooring

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creates smooth, seamless and lasting, high–performance surface that will last for many years to come.

• Provides you with an attrac-

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coatings are available in an assortment of different colors and styles. You can choose to use one fixed color or create a decorative design using several colors to design a beautiful and enduring flooring solution.

• Improve safety. When install-

ing epoxy flooring, you can enhance safety due to its water, impact, heat, and fire resistant flooring treatment. These high gloss floor finishes will increase illumination in an area by 300%.

• It allows for designated traffic

and work zones. Different colors of

epoxy floor coating products are available simultaneously to define different zones. Your floor design can indicate safe zones, demarcated areas, etc.

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ing solution. Epoxy floor coatings are an eco–friendly flooring alternative for

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Epoxy floor coatings are self–leveling products. This enables application of an epoxy floor coating to be done swiftly over any old or new concrete floors.

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This interlocking tile enables quick and efficient installation on any firm, flat surface, resulting in flooring that is stylish and uniform. Not only does it create an attractive floor covering but it also provides an anti–slip safety feature. Interlocking vinyl flooring is a great looking interlocking alternative for a durable floor surface. Below are some of the primary benefits associated with interlocking vinyl flooring:

• Easy installation. Interlocking

vinyl flooring tiles are created from versatile PVC and clip into each other like pieces of a puzzle, which makes it straightforward to install. You can lay them over thick carpets, tiles, concrete and wooden floors effortlessly—providing the sub–floor is relatively level and hard. • Safety. The tiles are between

4 - 8mm thick and have an elevated textured surface pattern, which works to prevent slipping.

• No glue required. The interlock that brings together the tiles allows them, in numerous applications, to lay the tiles without having to glue them down. All you need to get the job done is a rubber hammer and a sharp utility knife. • Affordable. Interlocking vinyl flooring tiles are undoubtedly an inexpensive solution since most of the tiles are manufactured from selected recycled PVC. It is somewhat thinner, and the floor requires fewer tiles per square meter than other available options. Characteristics • Impact resistant • Water resistant • Flame resistant • Abrasion resistant • Chemical resistant • Stain resistant • Slip resistant • Easy to clean • Excellent thermal and acoustic characteristics

Keeping a kennel and play area clean and sanitary is crucial, and a smooth, seamless kennel flooring system is not only preferred in function and endurance, but offers less challenging cleaning. When it comes to the health and well–being of your animals, there’s no substitute for attention to detail. n Mark Bekker has been a flooring specialist for over 22 years, focusing on industrial flooring installations and helping his customers find the best flooring solutions. For more information about Mark’s work, visit his site www.FloorMaster.com

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REDUCING NOISE IN PET BOARDING AND DAYCARE CENTERS By Lahnie Johnson Dogs bark and we know we canâ&#x20AC;&#x2122;t change that. But dog kennels and other holding areas are built (all tile and concrete) to make noise worse by amplifying sound and increasing echoing.

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MAT TER T

he only way to reduce dog barking noise to a reasonable level is by installing the correct noise reducing products for the situation— and each situation tends to be unique. Anyone who has been in a kennel is not likely to forget the tension and stress they felt from the incredible, constant barking noise which easily exceeds 100db. (OSHA requires hearing protection at 85dB.) Now imagine how stressed out the dogs are, considering their hearing is vastly more sensitive than ours and all of the dogs are barking continuously. A single dog barking can reach 80–90 decibels (there are dogs that can reach over 100dB). When you have a group of dogs such as those in a kennel or daycare center, the typical noise level can reach an alarming 115 decibels. At this decibel level a person should not stay in the area even 15 minutes without hearing protection. To put it in perspective, normal

human speech is around 60dB; an automobile 80dB and a jackhammer 90dB. Louder than 85dB, damage to the hearing starts to occur. In addition to hearing damage in humans, high

noise levels have been linked to lowered productivity, decreased communication skills, insomnia and other sleep disorders, anxiety, heart arrhythmia and more. Dogs also suffer from similar

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afflictions when repeatedly exposed to high levels of noise. There are a number of acoustical products that can help reduce noise in kennels or buildings where the dogs are housed or located. Please keep in mind that every situation is unique and should be assessed by an experienced acoustic specialist. Noise Reducing Myths First though, let’s dispel some myths and discuss some DIY “fixes” that do not work. For some reason a lot of people are under the impression that egg cartons help reduce noise. They don’t. Egg cartons are made of a different substance than the acoustic foam used in the recording industry and, if used, can actually make the problem worse. Another myth is using foam rubber. Just because placing a foam rubber mat under a noisy appliance may absorb some of the sound, it does not mean it will stop sound from traveling through the air. It doesn’t work and is a waste of money. The last soundproofing myth is installing wall carpeting. It is untidy looking, collects mold, odors, mildew

and dust. Keeping it clean is a problem and the reduction of sound is so minimal it is not worth considering—the cons are too many. Below are some acoustical treatments frequently used to reduce noise that do work. Please keep in mind, you first have to identify the area that is affected by the noise. If it’s where the dogs are penned, then you will primarily need a product that can absorb the direct barking and also the reflective barking off of the hard surfaces. There may also be instances where you need to stop the barking noise from room to room. An example of this would be management offices adjacent to the kennel space. Wall Treatments Sound blankets fall into this category as they can be hung. You may get some reduction in reverberation and sound absorption but cleanliness, odor retention, and maintenance may be an issue. Acoustic wall panels are another option. They are readily available and a reasonably priced option. Ease of putting them up is a plus, and they are

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also decorative, but there again odor retention and wash ability are a problem. For rooms or areas with more than a few dogs, there may not be enough noise reduction as a sole treatment. However, acoustic panels can be used in addition to sound panels/baffles when additional sound reduction is needed. Ceiling Treatments Ceiling tiles can be effective, but may require you to first put up a grid. This will entail the cost of installing the drop ceiling and the cost of tiles. If considering this option, you’ll need a tile that is mold resistant, non-odor retentive, and can be washed. Never use a ceiling tile made of gypsum board covered with PVC. This type won’t do much to reduce noise in the room. Look for a tile that has a high NRC (1.00 or higher); this will help reduce reverberation and echoing in the room. Acoustic Panels/Baffles Treatment Usually the best solution for kennels and the like is some type of acoustic baffle

ACOUSTIC PANELS or panel that can be hung from the ceiling. Sound baffles or panels that mount up in the ceiling are one of the most effective methods to reduce reverberation and reduce noise because more surface areas (2 faces and 4 edges) of the panel are exposed to the room. They also usually do not interfere with fire sprinklers, lighting and do not block air circulation. There are many types for both indoor and outdoor applications. Be sure the one you choose is hydrophobic, non-odor, sealed, fire proof, durable and easy to wash. Also, for maximum effectiveness, hang the panels in two directions (front/back and left/right orientations).This prevents open paths between walls from forming where sound can bounce and escape absorption.

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There are several types of sound abatement products available on the market to quiet even the most earsplitting of problems. Because each situation may require a different solution, it is important to always do a little research and check with an acoustic professional before installing anything on your own. This will save you both time and money. n As a leading solutions provider and manufacturer of noise attenuation materials for over 20 years, Acoustiblok offers the full range of services and products to solve noise and vibration issues, including problem identification, acoustical testing, design, engineering, installation support and post-installation testing to ensure that our materials are properly implemented and noise control objectives are achieved. Acoustiblok products are used in industrial, residential, commercial,

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ANIMAL HEALTH

TITLES ROLES IN THE VETERINARY By Beckie Mossor, RVT

The pet industry as a whole is one of the most steadily increasing markets in the country. While owners are showing increased value in the relationship they have with their pets, and the willingness they have to spend larger quantities of money on them, they are also doing more research to ensure their pets are receiving the best products and services available.

wners may ask for recommendations from the industry professionals they trust. Professionals should base their recommendations on education, credentials, and experience. Without this information, the recommendation may be based on who brings their business cards into the office or who carries the most name recognition. Veterinarian recommendations may be one of the most important recommendations industry professionals 46

make to their clients. Understanding the whole hospital team and their individual roles, as well as a few state and federal regulatory laws, allows professionals to ensure their recommendations meet the minimum standards necessary for their endorsement as a professional. Many people walk into a veterinary practice with the assumption that the roles of the team members they interact with are aligned both structurally and educationally with those of their human PET BOARDING & DAYCARE

counterparts. Depending on the state, this may not be the case. Education requirements and certification requirements vary greatly among the states, as does enforcement of what laws are in place. All veterinary hospitals have a veterinarian. According to the American Veterinary Medical Associations Model practice act, â&#x20AC;&#x153;Veterinarian means a person who has received a professional veterinary medical degree from a college of veterinary medicine.â&#x20AC;? (AVMA

Policies 2013). Veterinary schools, similar to any other profession, vary in the quality and the national rank position overall. The individual has graduated having met the requirements for graduation as set by the accrediting body, and has passed both a national and state board exam to obtain their license. Veterinarians are required to meet a minimum number of continuing education hours per renewal period to maintain their license, the total number of hours per year varies by state. Veterinary practices all use their staff differently. The veterinarian is generally with the patient for the shortest period of time. The veterinarian is responsible for making all diagnosis, prescribing treatments, and maintaining veterinary client/ patient relationships. There may be personal and situational preferences to one veterinarian over another, or variability in experience. Veterinarians all vary, just as human doctors do; in their approach, style and personalities. And their education can vary as much as the institutions they attend, but overall the basic qualifications and education of a veterinarian are standardized and regulated uniformly across the country. The rest of the hospital team is where variability and inconstancies start to become a factor and are not widely understood by the public. Many people in the industry are familiar with the term “veterinary technician”, or “veterinary assistant”. Some hospitals use the term “veterinary nurse”. Industry wide, most have a general understanding of function of this role within the veterinary hospital. In general, these individuals are perceived to be the equivalent of a nurse when a human visits their doctor. They may observe them perform many of the same tasks; obtaining a medical history, recording vital signs, and assisting the veterinarian in procedures. However, the regulation and enforcement of these roles is widely variable among the states,

as are the requirements for certifications and formal education and training. Very few states have title protection for the position of veterinary technician. This is the current formal name for someone who has graduated from an AVMA accredited Veterinary Technology Program, passed their state (where applicable) and national boards, and maintain a credential within the state where they practice. Therefore, in the states without protection, anyone can introduce themselves to a client

as “veterinary technician”. This can be misleading for clients. Many clients, and even industry professionals, believe that all members of the support staff receive formal education before performing the tasks associated with some of the most advanced procedures in the veterinary hospital. Many are surprised to find out that a person can be legally trained to induce and monitor anesthesia, perform dental cleanings, and even inject controlled substances without any formal training. Many of the

V ETERINARIAN a person who has received a professional veterinary medical degree from a college of veterinary medicine.

R ESPONSIBLE FOR

• Making all diagnosis • Prescribing treatments • Maintaining client/patient relations

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regulatory bodies allow the veterinarians to determine the appropriate training required for new hires before they are released to perform these task with varying degrees of supervision. One easy way to identify a credentialed technician is to look at their name tag. The letters RVT, CVT or LVT may be found after the staff members’ names. These letters indicate the person is credentialed. • RVT= Registered Veterinary Technician

• LVT= Licensed Veterinary Technician • CVT= Certified Veterinary Technician *Different states regulate the credentialing and monitoring of this field, and are therefore distinguished differently. Another way industry professionals and pet owners alike can determine if the staff involved in the procedures is credentialed is simply to ask, who will be performing the procedure and what are their credentials? If advised a

veterinary technician will be performing the procedure, clarifying if they are credentialed is an important distinction in their education and background. While many on–the–job trained staff members have diverse backgrounds and may have many years performing the same tasks, they do not have the same educational foundation and background to enhance their hands-on knowledge and experience, and are generally known as Veterinary Assistants. In states where there is title protection,

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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

q Lyme

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 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: _____________________________

q No problems found q Abnormal urinations q Breast lump(s) q Genital discharge q Anal gland problem q Abnormal testicles 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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differentiation, and delineation, veterinary assistants are generally on–the–job trained staff members who play an important role in supporting the veterinary technicians and veterinarians. Much like an LPN or CAN in the human medical field, the support role of the veterinary assistant is essential to the whole team and the patient. Distinction between the roles helps to ensure every aspect of patient care is properly delegated and prioritized among the staff members. There are certifications for just about every level of the hospital team. There are Approved Veterinary Assistant programs available in many states, a Certificate for Veterinary Practice Management, and many supplemental credentials for Credentialed Technicians. Knowing the educational background of all members of the team will help you know how important education and delineation is to the practice. It may be a red flag if the

receptionist is also the veterinary assistant, “technician”, or kennel staff. It may be that no one holds any type of credential in any of the above named areas. While some cross training helps to ensure everyone is learning new skills and are able to assist in the busiest areas of the hospital as needed, it is important that the hospital demonstrates general roles in staffing, which may equal very basic and general skills. As an industry professional, it is important to understand the roles within a veterinary practice to help ensure the recommendations made are based on quality care by well-trained and educated staff. Asking the right questions and requesting a credentialed technician, as an industry professional, creates a required minimum standard of care and unites the industry in ensuring all branches of the pet industry are regulated and enforced. By informing and educating your

clients, you will help them to understand the difference in the veterinary team members and ensure they are going to get the level of care they are most comfortable with for their pet. The education provided to the client creates perceived value and builds trust, and perpetuates professionalism within the industry as a whole. n References APPA. "Pet Industry Market Size & Ownership Statistics." http://www.americanpetproducts.org. http://www.americanpetproducts.org, 2014. Web. 02 Feb. 2016. www.americanpetproducts.org/ press_industrytrends.asp AVMA. "Model Veterinary Practice ActJanuary 2013." www.avma.org. AVMA, 2013. Web. 17 Feb. 2016. https://www.avma.org/KB/Policies/Pages/ Model-Veterinary-Practice-Act.aspx

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Just as in humans, obesity is now a very common disease seen in pets. According to a 2015 study by the Association for Pet Obesity Prevention, about 53% of dogs and 58% of cats are overweight or obese.

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s a pet care professional, it’s important to fully understand obesity and nutrition so you can provide each individual pet the care they deserve. The Overweight or Obese Pet Many times, a pet parent won’t realize their dog or cat is overweight or see it as a threat to their pet’s wellbeing. Certain breeds gain weight more easily than others (such as Labrador Retrievers, Cocker Spaniels, Dachshunds, and Beagles), but all breeds are susceptible. Many times, obesity results from an improper diet. Obesity can lead to other problems, including diabetes, breathing problems, arthritis, back problems, high blood pressure, ruptured ACL (cruciate ligament in the knee joint), and shortened life span. Problems Associated with Obesity Obesity can be caused by various conditions including: • Diabetes mellitus • Hypothyroidism (underactive thyroid gland) • Hyperadrenocorticism (Cushing’s disease; overactive adrenal gland) • Decreased activity due to arthritis or back pain • Medications (prednisone, phenobarbital) In turn, obesity can make pets more vulnerable to various illnesses and disorders including: • Diabetes mellitus • Heart problems and high blood pressure • Arthritis and hip dysplasia • Torn ligaments (especially the ACL or cruciate ligament in the knee) • Breathing problems (especially in brachycephalic breeds like Bulldogs) • Back problems • Doing Your Part Good nutrition in the pet care facility is important when it comes to maintaining a pet’s health and happiness during

their time with you. In addition, pet owners may look to you as the professional to make suggestions regarding their pet’s nutrition. It is important for you to be versed in the many options when it comes to pet food and treats, but you should always encourage owners to seek and take a veterinarian’s advice. Strong relationships with community vets will allow you to provide owners with the best information relevant to their pet. Feeding in the Pet Care Facility Encouraging owners to provide their pet’s own diet for the duration of their stay can help to prevent digestive issues that come along with sudden diet changes. Still, it’s important to offer a high-quality option as an alternative. Some pet care facilities may elect to feed “sensitive stomach,” “low residue” or “intestinal” diets to help prevent lose stool or diarrhea associated with the changes of environment and routine while lodging. You might seek a veterinarian’s advice in selecting an ideal feeding option for pets in a lodging environment. Your Role As a Professional A comprehensive understanding of

PET BOARDING & DAYCARE

animal nutrition is essential to successfully filling the role of pet care professional. If owners lean on you for advice, you may have a unique perspective on their pet’s health and habits. Discussing obesity and proper feeding techniques with pet parents should be done respectfully, without placing blame. No one wants to hear that their pet is obese or that the special treats they so lovingly provide their pet could be harmful. You can help shed light on their situation, but it’s always suggested you refer them to their veterinarian for assessment and further recommendations. Everyone in the pet care industry shares something in common: we love animals, and we love making them happy. Every pet that comes through your doors has a unique set of habits, preferences, and medical needs. Being educated and prepared will help you to provide the best possible experience for your customers while helping guide them to their healthiest, happiest life. n For the industry's most comprehensive staff training, go to www.OPCLearningCenter.com

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