JULY/AUGUST 2014
WWW.PETBOARDINGANDDAYCARE.COM
VOL 4 • ED 4
STREAMLINING YOUR COMPANY
BUYER BEWARE PROFILE:
PET CAMP SAN FRANCISCO SPOTTING THE MOST COMMON AND COSTLY DISEASES
P ET BOA R D I NG & DAYCA R E E X PO
& PBD
EXPO H E R S HE Y, PA
NEW LOCATION!
HERSHEY LODGE & CONVENTION CENTER HERSHEY, PENNSYLVANIA
NOVEMBER 10–13, 2014
The best show for pet care professionals in the boarding and daycare business just got a whole lot sweeter! In 2014, Pet Boarding & Daycare Expo will be moving to it’s new location at the Hershey Lodge & Convention Center in Hershey, PA.
BIGGER
Along with the fancy new digs, expect a bigger trade show and bigger classrooms. If you have never been to PB&D Expo, this is the perfect year to attend!
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Enhancing Animal Care
FROM THE EDITOR
STAFF The Other Side of the Magazine It’s been nearly three months since I’ve joined the Barkleigh Productions family and became the managing editor for Pet Boarding & Daycare magazine. Rebecca Shipman Managing Editor
I’ve always been an animal lover and I worked at a rescue/boarding kennel myself for nearly a year. I’ve broken up dog fights, chased down loose dogs and scooped more than my share of poop. So I know what it’s like on the other side of the magazine! The last thing that any animal related profession would be considered is glamourous. So I was more than happy to accept the job at Barkleigh Productions, where I don’t have to clean up dog poop (at least not yet…) but still have a tie to the animal industry. With this experience, I hope to help provide you with informative, helpful articles to make your businesses run smoother (and more profitable!) In this issue you will find some great business, health and facility articles. The ‘Common and Costly Diseases’ article by The Outstanding Pet Care University has some great facts about those dreaded contagious ‘kennel’ diseases, followed by a quiz to test your knowledge. Are you renovating an existing structure or putting in a new floor? ‘Buyer Beware’ by Rick Bacon and ‘SMART Floor’ by Jeff Adney will provide some great tips. As with any business, there are the slow times and you might find yourself with some empty kennels. In this issue we have ‘Making Money in the Slow Seasons’ by Melanie Haber, which gives you some great and fun ideas for increasing profits and expanding your customer base. I’m looking forward to being a part of this growing industry and I hope that Pet Boarding & Daycare will continue to be every boarding and daycare owner’s favorite magazine!
PUBLISHER Barkleigh Productions, Inc. PRESIDENT Todd Shelly EXECUTIVE EDITOR Gwen Shelly MANAGING EDITOR Rebecca Shipman ART DIRECTOR Lucas Colton GRAPHIC DESIGNERS Laura Pennington Lance Williams CHIEF OPERATIONS OFFICER Adam Lohr DIRECTOR OF OPERATIONS AND MARKETING James Severs ADVERTISING CONSULTANT Maggie Gellers MARKETING COORDINATOR Lucy March CONTACT General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com (ext. 225) Advertising: maggie@barkleigh.com (ext. 207) james@barkleigh.com (ext. 224)
Copyright July 2014. 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
S.M.A.R.T. Floor
34
k
Profile of Success: San Francisco’s Pet Camp
20
BUSINESS 8
Making Money in the Slow Seasons:
Increase Profits by Getting Customers Through
Your Doors for More Than Just Boarding
a e
X
10 Ways to Streamline
38
ANIMAL BEHAVIOR 26 Misdirected Aggression
ANIMAL HEALTH
30 Tradeshows and Seminars: To Attend or
42 Spotting the Most Common and Costly Diseases
Not to Attend? That is the Question
50 Can Benevolent Leadership End Your Staff Drama?
FACILITY DESIGN
6
48 Spotting Diseases Quiz
INDUSTRY NEWS
14 Buyer Beware: What to Know Before You
52 Product News
54 Classified Ads
Buy, Lease, and Renovate a New Space
PET BOARDING & DAYCARE
PET BOARDING & DAYCARE
7
BUSINESS
MAKING MONEY IN THE
P
Off Season Fun Celebrate the small holidays. Organize fun pet activities that revolve around the quieter celebrated national holidays like St. Patrick’s Day, Presidents Day, Earth Day, Valentine’s Day, Father’s Day, Mother’s Day and more. It can be as simple as a themed puppy party or an all-out extravaganza but there is nothing more fun for a customer than having an event where
8
$
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By Melanie Haber
et boarding can be a hot and cold business depending on what time of year it is. You know the days I’m talking about; where your facility is so booked during the winter holidays that you have to start taking reservations mid-June for boarding. However, during other times of the year it may be so deserted you can hear crickets chirping. Dealing with these slow times can allow you to get really creative with getting pets through the doors for services other than boarding. Here are some ideas you can use to keep customers coming in all year long.
$
INCREASE PROFITS BY GETTING CUSTOMERS THROUGH YOUR DOORS FOR MORE THAN JUST BOARDING
$
SLOW SEASONS
It can be as simple as a themed puppy party or an all-out extravaganza but there is nothing more fun for a customer than having an event where their pet friend is welcome. their pet friend is welcome. Create your own holiday. The big holidays will already keep you busy so create events for the smaller pet-related holidays that are becoming more and more popular. January is “National Train Your Dog Month,” February 20th is “Love Your Pet Day,” February 23rd is “National Dog Biscuit Day,” April 26th is “National Kids & Pets Day,” August 26th is “National Dog Day” and the list goes on and on. You control how many “holidays” your business promotes each month.
Monthly Themed Parties Get artistic with your pet parties. Invite pet owners to create pet art by getting giant sheets or rolled paper and non-toxic food safe coloring for the
PET BOARDING & DAYCARE
pets to walk, run or wag all over the paper. You will really be surprised at how attractive some of this art turns out. In fact, frame your favorite pieces to display with the “artist’s” name and picture in your lobby.
Have a Dress Up Night Ok, anyone that says they have never dressed up their pet, even on Halloween, is not being truthful. At some point in time we have all put a cute hat, bow or even clothes on our pets and now you can celebrate this by having a dress-up and photography event. Get creative and have the owners dress up too and pick the “Best Dressed,” “Cutest,” or “Look-A-Like” and give out prizes. Post the pictures to your social media pages.
PET BOARDING & DAYCARE
9
Host Social Pet and People Mixers This works great when you offer daycare and have pets that are properly socialized with others. Other mixers can include birthday parties, breed specific clubs, puppy parties and/or any dynamic pet group you can think up. Try out food & treat tasting events. Invite owners to bring pets to new treat and food tasting events. This also works great for businesses that sell retail pet foods too.
Grooming and Spa Services Offer pet grooming services that keep customers coming through your doors every 6-8 weeks. If you can’t offer full service grooming, you can still charge to bathe pets. Offering bathing services can obviously be a great way to send a dog home clean from boarding but it can also keep them coming back in between boarding visits if you offer owners a deal. Offer yearly bathing club cards for buy-5 get-the-6th-bath-free to increase visits up to 6 times more a year! Even if you don’t offer grooming services you can still offer spa services to pamper pets. If you are unable to offer these services on a daily basis, have spa parties providing personalized Reiki or massage therapies once a month.
For Sporting or Competitive Pets Build a pet playground. Have a membership only pet playground where members can utilize a nice outdoor play area year round. Set up agility courses and tunnels to make it an interactive experience. Have water nearby? Go all out and get a water dock and charge membership for dogs to have access during the warm months to dive, jump and play in the water. To help pay for the dock, offer sponsorships from local businesses to have a banner displayed on the side of the pool or dock promoting their business. Start Frisbee or ball catching leagues for pets. Once these teams are up and running you can have spectator events, challenges and championships. Of course, each pet will need a T-shirt with your name and logo on it for the entire world to see! Who says you have to go to Westminster
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PET BOARDING & DAYCARE
to show off your dog? Create your own private dog show with interactive judging and an awards ceremony. This is great for the wannabes that don’t make it to the big rings or the little guys that know they have an awesome pooch and just want to show them off. One of my favorite events that I hosted was our spoof on “America’s Got Talent” called “Pet’s Got Talent.” You would be surprised at some of the tricks and talents owners teach their pets. Dogs praying, singing, jumping through hoops and riding scooters, to name a few. One pet owner even brought in a flock of ducks and showed her dog’s ability to calmly herd them into their crate in front of an audience. When promoted well, talent shows are also a great way to get to know new customers since it draws many outsiders from the community and not just your current customer base. For all our competitive events we like to order inexpensive ribbons, trophies and Olympic style medals to give out at the events. My favorite online store for this is Jonesawards.com
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Utilize the Internet
each event on your social media platforms.
If you don’t have a website, get one. Make sure your website lists who you are, what you do, why they should choose you, social links, blog and the ability to make a reservation from the site. Join an online pet boarding reservation service. Move over Expedia and Travelocity and sign up for furlocity.com, petbookings. com and mypetboarding.com. Make sure your business is listed on all the major search engines. Also, claim all your listings! Did you know that if your business is listed in at least one printed or one online digital phone book it probably will appear on websites you’ve never even heard of ? It is up to you to claim your business online. The best way to find out where your business is listed online is to search it by name on Google, Bing, Yahoo and other major search engines. Why should you be using social media? Simple; because your customers are. Create a buzz. Every event, holiday or party you plan should be promoted through social media. And remember, it is a MUST to post pictures and videos after
Offer More Than Just On-Site Pet Care Services
Be Sure to Make a Profit While there are expenses for these events, the goal is to increase monthly profits by charging participation or membership fees. Carefully plan what the cost of your events will be for the month or year and offer pay per event tickets or yearly club passes. I like the yearly passes because you can make the money up front to cover costs and it helps create a commitment between you and the customer for return visits. By offering pet events and entertainment that goes beyond the typical boarding services your business can become the community’s “Go-To Pet Fun Center.” n
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Start offering at home services such as dog walking and pet sitting. Also provide ancillary services when checking in on pets such as pet food delivery, plant watering, mail pick-up and more. Taking care of a pet while their parent is on vacation doesn’t have be under your roof only.
PET BOARDING & DAYCARE
PET BOARDING & DAYCARE
13
FACILITY DESIGN
BUYER
BEWARE What to Know Before You Buy, Lease, and Renovate a New Space By Rick Bacon
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PET BOARDING & DAYCARE
A
re you are considering renovating an existing structure for your boarding kennel or daycare business? That building you want to buy or lease has a great location and the price is right. Do some investigative homework before you sign on the dotted line and start renovations. The two common scenarios I see are those who purchase an existing building to renovate and those who finish-out a tenant space. In both instances, but especially when an existing building is purchased, there are many factors to consider before you buy or sign a lease. More often than not when purchasing an existing building, there are few or no existing construction documents (drawings) available to you. If some do exist they may not reflect subsequent alterations, additions, or renovations to the structure. The documents that would be helpful to you include the floor plan, wall sections, and information regarding the infrastructure, such as the mechanical system, electrical and plumbing or structural components. Your budget and the extent of renovation that will be required will help you set priorities.
Areas to investigate when evaluating an existing building for purchase and renovation include: • Zoning and land uses and site • Environmental studies • Mechanical system including the duct work • Roof system • Thermal insulation • Acoustical components
Zoning, Land Uses and Site Before you purchase the site and building, make sure the land is or can be zoned to accommodate a boarding and daycare business. Acoustics and outdoor areas can be your worst enemy when re-zoning. Find out about noise ordinances and know your neighbors. You may have to do a noise study or agree to certain restrictions, such as no outdoor play areas, in order to comply with rezoning or conditional use permits. We also see cases where the site does not have enough parking for the new boarding/grooming zoning. Having
an outside exercise area may not be possible due to setback or wetlands, or other site restrictions. Make sure that all zoning criteria can be met.
Environmental An environmental study will determine if there are any asbestos or lead based paint or site contamination issues. Your permitting entity will require this information and a mitigation plan to remove any lead based paint or asbestos before you can proceed with a renovation. If there are site contamination issues, such as soils or ground water, you need to
Acoustics and outdoor areas can be your worst enemy when re-zoning. Find out about noise ordinances and know your neighbors.
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fully understand the extent and your legal responsibilities for assuming these liabilities before you decide to purchase.
Mechanical Systems
Along with the mechanical system, the existing roof system is also one of the first aspects to review. This applies to flat roofs, metal roofs, shingle roof, etc. It doesn’t matter.
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The condition and capacity of the mechanical system is vital to know because remedying a poor system can be costly. Most spaces or buildings were used for a simpler function; such as retail, office or warehousing. This means that the heating, ventilation and air conditioning (HVAC) system just is not sized to handle the ventilation and humidity requirements typical for a boarding or daycare business. We have found HVAC equipment that is both undersized and old, which further indicates the system no longer meets the new energy codes. If lucky, one or two of the normally small units may be utilized for office space or storage but not for housing, food prep, etc. Commonly the units are in the wrong locations and the ductwork is undersized. The ductwork may also be constructed out of duct board, which has the insulation on the inside lining of the duct. Wrong. This ducting will collect pet hair and odors on the inside where they will remain, forever. I recommend this type of duct be replaced with ducting that is wrapped with insulation on the outside.
Roofing System
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PET BOARDING & DAYCARE
Along with the mechanical system, the existing roof system is also one of the first aspects to review. This applies to flat roofs, metal roofs, shingle roof, etc. It doesn’t matter. Ask how old the roof is or ask the seller if the roofing has been replaced recently. If the roof is new, is there a warranty? Get the warranty and have it transferred. How about roof leaks (these may be self-evident)? Is there sufficient roof insulation to meet current energy codes?
Thermal Insulation The mechanical engineer, along with the architect or contractor, can do a quick analysis of the building envelope in an attempt to determine the thermal properties of the walls and roof system. A roofing contractor can take a core sample to confirm the
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Noise control in animal care businesses is very important. Probably no existing walls, doors, door frames, or windows will have acoustical control properties. thickness of the roof insulation. The wall properties can be confirmed by thermal infra-red imaging testing, but it also may be simple to determine based on a small amount of investigative demolition. Because of the energy code requirements, expect that additional insulation will be required in both the roof/ceiling space and the wall/window construction.
You can simply replace interior walls and door systems with ones with acoustical properties. Double paned windows are more energy efficient and help control noise. Look above any suspended ceiling systems. Walls that extend to the roof deck help contain noises. Ceiling tiles can be replaced with new ones with higher NRC (noise reduction coefficient) ratings.
Acoustical Components
Americans with Disabilities Act (ADA)
Noise control in animal care businesses is very important. Probably no existing walls, doors, door frames, or windows will have acoustical control properties. If you plan on keeping any interior walls, expect these walls to need additional wall construction to supplement the existing construction.
of the renovation is $100,000 then $20,000 (or 20%), of the work must be used to bring the structure up to ADA requirements. It may be simple for the design to accommodate this, but just don’t be surprised by the requirement. Your entire facility should meet ADA. It just makes sense for your clients and staff. Many of my clients tell me to keep the tiny restrooms in the current structure the way they are. They say, “Those bathrooms are just for staff and not the public.” In reality, that is not staff friendly. Different levels in the facility may also have to be evaluated. Conforming to ADA can be tricky in a two-story facility renovation. Often an elevator will be required, which can add $50,000 or more to your cost.
There is probably a requirement by the permitting entity that, with any renovation, a certain amount of the construction costs must be applied to updating the facility to meet the ADA. As an example; in the county where I am located, if the construction value
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Drainage and Slab Work As you walk through the existing building, look at where existing floor drains are located and think about where you will need new floor drains. Any new drains will require that the existing slab be cut and piping connected to the nearest sanitary sewer line. Connections are often located outside the building. The more drains, the more the slab will be cut. Ask your architect how best to reduce the amount of concrete to be removed. Cutting the slab to add drains can be complicated if the renovation is in a pre-engineered metal building. The
main structural columns often use reinforcing called “hair pins.” This reinforcing is buried in the concrete foundations, keeping the steel structure from splaying outward from the slab, and should not be cut or removed. The hair pins can extend far into the slab so care must be taken to avoid them when cutting into the slab.
Life Safety: Means of Egress Lastly, if you find yourself occupying your building during renovations, remember that the fire code will require that you always provide a direct means of egress.
As you walk through the existing building, look at where existing floor drains are located and think about where you will need new floor drains.
Everybody—clients, animals, staff and construction workers—must be safe. Ask your architect and contractor to help you keep your operations running smoothly, plan a logical construction sequence, and avoid permit troubles around this life safety requirement. n Richard S. Bacon, FAIA, is owner and principal architect at Bacon Group, Inc., an architecture firm that specializes in the design of animal care facilities. Rick is a registered architect, accredited in sustainable design, and a licensed General Contractor. He is a frequent workshop presenter on a variety of design topics for the boarding, veterinary, and animal humane care communities. Rick may be contacted by phone at 800-961-1967 or via email at rick@bgarchitects.com.
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PROFILE OF SUCCESS
Safaris and Back Country Adventures Await Pets At
San Francisco’s Pet Camp By Kathy Hosler
Photos By Pet Camp San Francisco READER SERVICE CARD #R1439 20
PET BOARDING & DAYCARE
The dogs can explore all day through the trees, over the bridges, climb mountains built of sand, play in kiddie pools, and much more.
t
o the owners, it’s a safe, clean, happy place to take their pets for daycare or to board – but for the cats and dogs – Pet Camp is the place where they can live out their playtime dreams and wildest fantasies! When you enter either of the Pet Camp locations in San Francisco, California, you step into a world ‘where pets do what pets love.’ “What differentiates us from any other facility is that we designed Pet Camp for the dogs and cats,” says Mark Klaiman, Senior Counselor at Pet Camp. “Whether it be the massive outdoor space we have for the dogs, the Safari Solarium for the cats, our HVAC system that moves the air every 4½ minutes, or all the activities that they can participate in– everything was designed and constructed for the pets we care for.” When Camp Director Virginia Donohue and Mark Klaiman opened Pet Camp in May of 1997, they had some really unique ideas. “We wanted to create a daycare and
staycare facility that was filled with fun and safe activities for all the pets in our care,” said Virginia and Mark. “And, we were committed to making Pet Camp a ‘green’ business.” When Pet Camp opened its first location, they offered overnight boarding only. The main campus had enough ‘campsites’ to house 160 dogs and 24 cats. Soon, Virginia and Mark’s unique ideas started to become reality. They were the first facility in their area to offer doggie daycare that had divided playgroups. The dogs could be separated based on their size, age, and temperament. With over 13,000 square feet of outdoor space, Pet Camp’s Savannah Back Country Adventure is the largest dog park in the entire city. This awesome experience is available to their overnight guests, as well as their daycare dogs. The dogs can explore all day through the trees, over the bridges, climb mountains built of sand, play in kiddie pools, and much more. It’s
PET BOARDING & DAYCARE
a safe, fun environment for them, and the owners don’t have to worry about their dog meeting an unfriendly dog or running into traffic and other things that can happen at unsupervised dog parks. It’s a lot like a doggie social hour that can last all day. Pet Camp also offers individual playtime or VIP one-on-one sessions with a camp counselor for pets who don’t do well with other dogs, or who just want some extra TLC or pampering. And pampering is something that all the pets at Pet Camp get plenty of. They get home-made treats like busy bones and pupsicles (yogurt, peanut butter, honey and banana mixture frozen in a wafer cone), and the ingredients change for the season and during the different holidays. Pet Camp has its own indoor heated swimming pool that is designed specifically for dogs. It has access ramps for the dogs to enter and exit the pool, and it is equipped with variable speed water jets. Because they are in an area
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Pet Camp’s second location is for cats only. Many boarding facilities do not cater to the special interests that cats have, but at Pet Camp, their feline campers can live out their wildest fantasies. 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.
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PET BOARDING & DAYCARE
that is prone to earthquakes, the pool had to be custom installed in a bed of sand. Then, if there is an earthquake, the pool just shifts a little bit in the sand but suffers no damage. Pet Camp’s second location is for cats only. Many boarding facilities do not cater to the special interests that cats have, but at Pet Camp, their feline campers can live out their wildest fantasies. At this location, up to sixty cats can stay in their custom made condos or suites with sneeze-proof doors. The rooms all have huge windows with wide sills so that the cats can look out at the beautiful landscaping and the birds that flock around the many birdfeeders. The cats are fascinated by the large tower aquariums filled with colorful tropical fish. “In San Francisco most cats must be kept indoors for their safety, but we all know that they want to be outdoors,” says Virginia. “At Pet Camp we have created the Cat Safari experience. Felines can explore the great outdoors
READER SERVICE CARD #1442
PET BOARDING & DAYCARE
23
The Cat Safari Experience has become so popular that some owners bring their cats in to celebrate their birthdays or when they want to give them a special treat. and still be in a safe and secure environment. We have a rule of ‘two doors between a cat and the real world,’ and we designed everything with that rule in mind.” Attached to the cattery is a fully landscaped (with non-toxic plants, of course) glass enclosed greenhouse. The Cat Safari area has bamboo bridges and lots of trees for the cats to climb and enjoy. Within the lush greenery are two aviaries filled with birds. There is a fountain with water cascading down and mobiles with mirrors – when the wind moves them, the sun makes dancing
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lights all over. The cats have the freedom to climb, explore nature, and enjoy the great outdoors to their heart’s content. The Cat Safari Experience has become so popular that some owners bring their cats in to celebrate their birthdays or when they want to give them a special treat. The Pet Camp website, www. petcamp.com, has brought them a lot of new clients. It has videos and drop down menus that explain all of the activities and services that they offer, and tells about the facility and the philosophy that Virginia and Mark have that encouraged
PET BOARDING & DAYCARE
them in their unique approach to create these amazing facilities. The website links both of their locations together. The client records and information for any pet can be accessed at either location. A really unique feature of the website that clients love is that the pages will load and re-size automatically whether you view them from a desktop, tablet, or Smartphone – and they can even make their pet’s reservations online. They publish a monthly newsletter and announce special events to their clients by email. Every day they post lots and lots of Camper Cameos (photos of the dogs and cats enjoying their day at Pet Camp). Pet Camp has always been very involved with community service and they have garnered many awards, including winning the ‘Best Overnight Lodging Facility in the Bay Area’ for the eighth year in a row. From the very beginning, Virginia and Mark were committed to conserving energy and caring for the environment by making their business ‘green.’ They have installed solar panels on each of their buildings. On their main building, they were able to reduce their electric bill from $21,000 down to $7,000 the very first year. They have solar thermal and instant tankless hot water heaters. To further conserve energy, the warm air created in the solarium can be drawn into the main building to help warm it during the cooler months. Pet Camp is also part of a pilot program that collects and composts the dog waste and turns it into electricity. “Today, Pet Camp is proud to be a certified Green Business by the city and county of San Francisco,” share Mark and Virginia enthusiastically. “We are the first pet lodging facility in the country to hold that honor!” Visit their website and learn more about the things that Pet Camp is doing today - and what they are planning for the future - for the cats, dogs, and the environment that they love and care for. n
Virginia and Mark have installed solar panels on each of their buildings. On their main building, they were able to reduce their electric bill from $21,000 down to $7,000 the very first year.
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ANIMAL BEHAVIOR
Misdirected
Aggression By Gary Wilkes
B
uddy, Jasper, and Molly are Fox Terriers. They are not litter mates, but they have grown up together. For the first three years of their relationship, they romped and played in perfect harmony. Several months ago, their perfect friendship changed. Now it is common for Molly to attack Jasper, which causes Buddy to attack Molly. The fights are so heated that all three of the dogs have required medical attention. Their owners have decided to keep the dogs separated and are faced with the heartbreaking decision of finding a new home for at least one of the animals. The fighting started quite innocently. Molly was two years older than the boys, and at about five years of age, she began growling when strangers came to the door. The owners used a kiddy gate to prevent Molly and the boys from actually leaping onto guests and assumed they had solved the problem. With the introduction of the gate, Molly’s behavior started to change. At first, she would bark and race straight
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A common problem for multiple dog owners is serious but selective aggression. Normally well-behaved dogs can instantly turn into maniacal demons, intent on tearing each other to pieces. at the gate and then dart left and right to try to get around it. The other dogs would race forward to join her and start milling around, waiting to jump playfully onto the guest. The gate seemed to increase Molly’s frustration and make her even more violent. After several repetitions of trying to negotiate this frustrating barrier, Molly attacked Jasper just as a guest entered the door. Their owner dutifully waded in and tried to pull Molly from Jasper’s throat. Buddy stood dazed while the other dogs struggled. The next couple of incidents seemed milder than before, and the dogs’ owner assumed that they were back to normal. On the fourth time a stranger came to the door, Molly attacked Jasper more furiously than before. Their owner PET BOARDING & DAYCARE
was bitten in the hand while trying to separate the dogs – by Buddy, who joined the fray at the last moment. For several weeks, the fights remained unpredictable. Each time they fought, the dogs’ owner stepped in and broke it up. The owner could not figure out why the dogs were normally so loving and then suddenly so fierce. They had gotten along beautifully for years. A common problem for multiple dog owners is serious but selective aggression. Normally well-behaved dogs can instantly turn into maniacal demons, intent on tearing each other to pieces. The most confusing aspect of this form of aggression is that it is aimed not at the stranger or guest but at the other members of the family, both canine and human.
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The dramatic switch from friend to foe seems baffling unless you know a little about how dogs behave in the wild. In nature, wild dogs are often required to defend their territory against other predators. If one of the animals is alerted to danger, it will bark to alert the rest of the pack. First one dog, and then another barks to spread the alarm. Then they move forward toward the perceived threat. The typical defense is a rough skirmish line facing the enemy. The natural defensive position for a pack of wild dogs or wolves leaves them facing the enemy – not each other. This natural arrangement of visual focus is the key to the problem. One of the primary threats one animal can give another is direct eye contact or staring. In many species of animals, this “in your face” stare can freeze an aggressive animal and cause it to seek trouble elsewhere. In the wild, a pack of dogs may actually stop an attack by simply staring at the intruder. If the intruder disregards this threat and gets too close, the dogs will attack in defense of their territory. The closeness of the eye contact becomes the trigger for the attack. While dogs are domesticated, they retain many behaviors that are the same as those of their wild ancestors. Some behaviors, like terrier aggression,
have been accentuated. When city dogs get excited, they also bark an alarm and join together to react to the perceived threat, just like their ancient progenitors. Next they attempt to move closer to the enemy. While their wild genes command them to form a skirmish line; kiddy gates, fences, furniture, walls, and other man-made barriers block their way. House dogs adapt to this unnatural setting by leaping violently against the door, racing back and forth in front of the door, or lunging against the artificial barrier. This scenario often creates two very dangerous reactions. First, the dogs become more and more aggressively aroused as they are prevented from getting close to the target. Second, the obstacles force them to race back and forth and mill around the gate, fence, or door. As the dogs move back and forth, they invariably make eye contact and jostle each other. This eye contact at close range triggers an attack – even between pack-mates. The fancy term for this problem is misdirected aggression. This term overshoots the more basic reality. If a doctor taps your patella with a rubber mallet and you accidentally kick him, it’s not “misdirected aggression.” It’s simply a natural reflex doing what it is supposed to do. For dogs, the normal
reflexes tuned to intruders are triggered but stifled. Frustration over not being able to engage the threat builds arousal to the point where the slightest touch will cause the animal to attack something. Throw in the fact that dogs are highly sensitive to rapidly moving objects, and the likelihood that the animal will attack something animate increases. At this point, the aggression is a knee-jerk reaction and not a rational decision. The presentation of almost any target will trigger the attack. In the ferocity that follows, the ability to discriminate friend from foe is lost. Treating aggression of this type should not be attempted lightly. One of the potentially dangerous mistakes associated with handling such a problem is to assume that a pet will never bite its master. The very nature of this type of aggression makes it likely that the animal will strike out at the first available target – usually the owner. Because of this, home remedies are extremely dangerous and unlikely to succeed in stopping the fighting. If your animal displays this type of behavior, ask your veterinarian for the name of a highly qualified behaviorist with experience treating this type of aggression. If you sense that your dog or dogs are building to this type of aggression or merely have dogs that are overly pushy when greeting guests, consider using a tool like the Petsafe Pawz Away indoor pet boundary system. This will allow you to make the front door off-limits and prevent the dogs from reaching a mindless state of arousal. Often merely stopping the dogs from rushing the front door can end the problem. n
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NCY W ARD BY NA
s w o h s e d a Tr inars m e S and OR ATTEND TO : ATTEND NOT TO THE QUESTION THAT IS
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PET BOARDING & DAYCARE
Pictured above: Petboarding & Daycare Expo 2013
M
any of us come up with excuses NOT to attend a Tradeshow/Seminar: “I’ve not been in business long. Are you nuts? I can’t afford to go to those shows!” “Hey, I’ve been in business a few years now. I don’t need to take time off to go to those shows. I’m doing okay.” “Why should I go to a seminar/ tradeshow? I’ve been in business for years and I’ve got everything down pat. There’s nothing to be learned as far as I’m concerned. If it ain’t broke, don’t fix it.” “I’m only in the planning stages. I’m getting ready to open a new daycare facility that offers grooming and boarding. So, I’m not ready to attend yet. I need to save my funds for the new facility.” Of course there are a few legitimate Reasons NOT to attend a Tradeshow/ Seminar: “I’m on the cutting edge of everything going on in the industry, there’s nothing left to learn.”
“I make so much money, I’d feel guilty if I learned new things that increased my income even more.” Unless you fall under the ‘Reasons’ category, you’re simply making ‘Excuses’ not to attend the tradeshows/ seminars. My guess is that most of you fall into the excuse category. Let’s discuss these excuses a little more in depth. No matter what excuse you use they are just that; excuses, and not valid reasons. No matter the length of time in the industry or knowledge level, we can all benefit from attending these events. If you’ve only been open a very short while, you really can’t afford NOT to go! The shows are such a great place to network, talk with other kennel and daycare owners and make contacts that often result in long term beneficial friendships. You can talk to veteran owners that can help you avoid pitfalls and make the best use of your monies. We’ll discuss how to cut down on the expense of the shows later in the article. For those of you who’ve been
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around a few years, I’m sad if you’re satisfied with “doing okay.” Me personally, I want to do the very best I can. I want to continue to learn and grow in knowledge and stay on top of new trends in the industry. I don’t want to be just a place to board dogs/ cats. I want to be THE destination for fur-kids. I want to provide the very best care to these ‘kids.’ I can only do that if I’m current on new techniques, new methods of handling stress in pets, how to meet nutritional needs, etc. Seminars are the best place to gather that knowledge. Having an up-to-date facility, a knowledgeable team and knowing how to market my business add up to making my facility stand out from my competitors. There’s so much to learn, so many new products, ideas and timesaving techniques. What better way to learn than at the seminars? The hardcore, dyed in the wool, long time business owners who are successful are already taking advantage of all that tradeshows/seminars have to offer. That’s how they stay on top of the game
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and ahead of the competition. They make attendance at the shows part of their continuing education plan. Where does that leave some of us? In need of a little convincing, no doubt. In the 80’s I owned a large kennel with all the bells and whistles. The latest safety features, air control and ventilation systems, cleaning systems and play areas were all in place at that facility. My clients all thought it was top notch. Pet parents today would be less than impressed with that facility. Why? Pet parents today have a totally different perspective of their pets and in turn, what they want in a lodging facility. Owners today have much higher expectations. So, your facility has to be able to meet or exceed those standards. Trade shows are invaluable in this aspect as they offer the latest in all phases of running a kennel. You’ll come away from the shows with practical ways to give your older facility a brand new look. So, your dream facility is just that - a dream. You’ve got lots of great ideas, but it’s all a little overwhelming. What
do you really need and what about all those zoning codes and OSHA requirements? Well, it can be a little overwhelming to say the least. Now is the perfect time to attend seminars and trade shows; BEFORE you open the doors. Attend as many shows as possible to see what is out there for the industry, how to market, what kind of bedding to use and answers to your many other questions. You’ll probably discover the answers to issues you hadn’t even thought of ! The cost of attending is always brought up when I encourage folks to attend the shows. Roommates are a great way to cut down on the cost. When you share gas and room bills with one or more persons, it makes attending affordable to even those on very tight budgets. Pack some snacks – well in my case, LOTS of snacks, that cuts down on the cost as well. I met a groomer/ kennel owner at one of the very first shows I attended years ago. We decided to travel and room together as a cost saving measure. What it turned into
Attend as many shows as possible to see what is out there for the industry, how to market, what kind of bedding to use and answers to your many other questions.
was a longtime friendship. That time in the car is great for bouncing around new ideas, see what’s working for each other and what’s not. So, start saving your tip money and plan ahead for the shows. My clients appreciate my desire to continue my education and search for new products that are beneficial to the care of their ‘babies.’ At the first Pet Boarding and Daycare seminar, I found a treadmill. What a great investment - a cash cow. I would never have bought one just from an ad in a trade publication. It was seeing it in action, first hand that sold me on it. Since I’m the only facility in the area to have one, it’s a great marketing tool. Besides offering true health benefits for the pets, it’s one more reason my facility stands out from the competition. Getting to see different flooring material, new bedding options, suite dividers, etc. is invaluable. I can touch, see and ask questions and make better buying decisions. Only tradeshows can offer the opportunity to do so much in one place. Attending the seminars alone will pay for the cost of the trip. I had offered Spa Packages in my grooming salon, but never thought about offering them in my kennel. Years ago at Groom Expo in Hershey, PA, I attended a seminar on marketing your kennel. I came home and implemented one idea from that seminar. Lodging Special packages that change monthly have proven to be very successful both in terms of customer satisfaction and increased income. Now, what was your excuse for not attending? I thought so, you just ran out of them. I’d love to share ideas, network with you or just plain visit at the next show. So, I’ll see you at All-American in Chicago, Groom Expo in Hershey, PA or Pet Boarding and Daycare in Hershey, PA. See you there! n
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S.M.A .R.T.
floor
By Jeff Adney
I
n a previous article we discussed the five key attributes of your D.R.E.A.M. floor. (D)urability, (R)eturn on investment, (E) nvironmentally friendly, (A)esthetics, and (M)aintenance. Concluded from this, the floor option that best met all five of these attributes was resinous/epoxy based coatings. It is now time to examine what is needed to ensure that your resinous D.R.E.A.M. floor is installed successfully. In this article, I will discuss pre-purchase and installation decisions that should be considered. A resinous coating is defined as a proportioned combination of polymer products. When installed on a properly prepared substrate, the mixed and cured components penetrate into the existing substrate to become a monolithic, nonporous wear surface. So let’s talk about the S.M.A.R.T. way to ensure a good quality resinous floor and the key ingredients needed for an installation that will perform for many years.
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Photographs by Prime Coat COATING SYSTEMS
S pecification, Safety and Specialized equipment
M anufacturer and Materials A ppearance R eferences T iming and Testing Specification, Safety and Specialized Equipment Having a proper specification is very important and will include a detailed description of the work to be done, how it will be installed and the materials to be used in a project. This is the building block for ensuring the right type of floor coating system selected is appropriate and will meet the demands of your boarding and/ or daycare facility. Typically an architect will provide the specification based on your input but also on their years of experience in a particular market. I have found it is money well spent to work with an Architect that specializes in animal care facilities, in that he will help ensure the
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right products are being specified based on past performance and experience. A small list of factors that are considered when putting together a flooring specification should include: aesthetics, installation
S.m.a.r.t. floor INSTALLATION S pecification, Safety and Specialized equipment
M anufacturer and Materials A ppearance References Timing and Testing Five ways to ensure a good quality resinousfloor installation!
parameters, functionality, clean-ability and economics (budget constraints). Specialized equipment and proper safety equipment are also key S’s to a S.M.A.R.T. quality installation. Does your installation company have the right equipment? Preparing a concrete substrate to receive resinous coatings is no small undertaking and specialized preparatory equipment will be needed. The most common types of equipment to prepare concrete surfaces are diamond grinding machines and centrifugal wheel blasters (i.e. shot blasters). Is your installation team prepared to operate this equipment, as well as use the proper eye, ear and respiratory protection and work attire? A professional installation team will understand the need to protect not only themselves, but others as well, from the potential risks when operating the equipment. Although preparation equipment is typically hooked to large industrial vacuums to contain the dust, it is difficult to completely contain 100% of the dust. Is a temporary wall needed for containment reasons? A few of the risks associated with preparation techniques include noise related issues, airborne contaminants, flying debris, as well as electrical shock. Hiring a company that owns their preparation equipment (not rental), follows a regular maintenance schedule and has trained installers to safely operate the equipment is vital.
Preparing a concrete substrate to receive resinous coatings is no small undertaking and specialized preparatory equipment will be needed.
The most common types of equipment to prepare concrete surfaces are diamond grinding machines and centrifugal wheel blasters (i.e. shot blasters).
Manufacturer and Materials Manufacturer support and Materials are the two key M’s we will now discuss. For a vast majority of the resinous coatings industry, the manufacturing company is separate from the installation company. This has both pros and cons, with cons far out weighing the pros. Materials differ from manufacturer to manufacturer. Some manufacturers have certain specialty products, but will also make a whole line of generalized products just to be able to compete on all projects when their “industry specific” lines slowdown. What manufacturing companies are being specified for your facility? Does this manufacturer offer products specifically for your facility demands, or are they just all-purpose “metoo” products? Next, consider this scenario: An installation company is buying certain
Photographs by Prime Coat COATING SYSTEMS
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products from one manufacturer today, but tomorrow the same installation company is buying similar products from a different manufacturer. The installation team most likely will be at a disadvantage when it comes to installing these products because they don’t use them consistently. Although possibly similar chemistry, the products from various manufacturers may have very different installation techniques, mix ratios, viscosities, cure rates etc... etc. If an installation company is always changing whom they buy the materials from, how will they ever truly get good at installing certain manufacturers’ materials? There is also the risk that an installation company may make up their own system. They may use base components from one manufacturer and subsequent coatings from another. Although this is bad business practice, we often see it done in an effort by an installation company to save some money or as a way to use up left over materials from previous jobs. And if the company is always changing whom they buy from, where does the loyalty from the manufacturer lie? How willing is the manufacturer going to be to support the installation company if something should go wrong? Will there be finger pointing with you stuck in the middle? When working through a manufacturer that specifies, but does not install, the question then becomes - who does the work? How do you find “approved
installers” of the materials manufacturer? Does the manufacturer find them for you? What is the basis for whom they choose? Is it location, price, favoritism? Maybe it’s an installation company that this manufacturer is trying to bring on board and brings them the job in an effort to win their future business. All these scenarios do not put you in a position to receive the best possible installation. Working with a national company that installs the products they manufacture gives you the best possible opportunity to receive a quality installation that is backed 100% for both material and labor.
Appearance The final appearance of the floor surface is more important than many people may believe. An owner’s thinking on how the floor is going to look versus the final outcome is sometimes quite different. It is important to understand exactly what you are buying. Make sure you spend time discussing appearance, gloss, textures and how the floor transitions to other types of flooring. Is there a custom design you are looking to achieve? Don’t hesitate to request physical samples of your floor choice and make sure you sign off on both color and texture. Is a different texture required for each area, or will the entire floor have the same texture? Remember, the beauty of resinous coating is that texture can be
adjusted on demand. Try to make time to visit facilities that have the type of floor that you or your architect is specifying. Talk to the owners of that facility. Talk to the staff that maintains it. Be candid and express to your flooring contractor any concerns you might have after the site visit. If visiting the jobs is not feasible, then make the investment in having a mock-up installed at your facility for the agreed upon floor choice.
References A great coating company should have a long list of references specific to the system/specification chosen in your industry. Make sure you take the time to talk with them. When reaching out to references, I always suggest an email introduction to them in an effort to find out a mutually convenient time to talk. We all are doing more and more each day and time seems to be ever diminishing. Finding a mutual time to talk should allow for a more relaxed and open conversation. Be respectful of their time and have a list of questions ready. A small list of questions could include: • How well informed was the sales person? How well did he/she stay in touch before, during and after the installation? • Did you run into any issues? If yes, were they resolved to your satisfaction? • How long has the floor been in use? • Are you completely satisfied with the installation? • What would you change, if anything? • What do you do to maintain the floor? References can also come from parties that are not the end users. Talk to your vendors. Find out who they know in the industry. Who do they see at the various trade shows? Chances are the current companies you purchase supplies, equipment and incidentals from know the companies that understand your business and can help with introductions.
Timing and Testing Timing is critical when it comes to having a properly installed resinous floor. Typically on new construction projects; resinous flooring will be one of the last 36
PET BOARDING & DAYCARE
things done. The building needs to be closed up, walls erected, proper lighting installed and HVAC up and running. When installing resinous coatings, a climate controlled facility and having the project area free of all other trades from beginning of preparation to final cure is a must. Concrete must be hard and properly cured with a proper vapor barrier installed underneath. Most resinous coatings need to be installed with a concrete moisture reading below 5% and relative humidity below 75%. Is the installation company you hired capable of performing these tests before he begins work? Does he know the importance of moisture and relative humidity testing? When considering remodeling your current facility, working through logistics is extremely important. Let’s face it, down time equates to loss of revenue. A competent professional installation company will know prep times, installation and cure times (factoring in ambient and surface temperature) and be able to work with you to provide a detailed schedule, minimizing downtime. That company should also have a foreman on site with the proper number of trained installers to keep the project on schedule. Remember to keep in mind that it is also wise to plan for the possibility of unforeseen delays. Be prepared to look at your calendar and previous history of bookings to determine the best time for the remodel. Plan, schedule, commit and then execute. So there we have it. The S.M.A.R.T. way to ensure a successful installation of your D.R.E.A.M. floor! n Jeff Adney is Regional Sales Manager for Prime Coat Coating Systems. Prime Coat is a national company and specializes in providing coating solutions to the animal care industry. Prime Coat manufactures as well as installs its own proprietary systems. Jeff has been heavily involved in the animal care industry for the past 15 years and continually works closely with the industry to develop new systems to meet market demands. Jeff earned his BA degree at University of Evansville and has since earned a Masters Certificate in Decorative Concrete.
Most resinous coatings need to be installed with a concrete moisture reading below 5% and relative humidity below 75%. Is the installation company you hired capable of performing these tests before he begins work? Photograph by Prime Coat COATING SYSTEMS
How clean is your air? Infectious airborne pathogens can remain in the air for days. And, in a high-traffic environment like yours, their presence is a constant reality. Obviously, no animal care facility can afford to close off a room, or worse – close their doors. It’s not only a risk to your revenue. Your reputation is at stake. PetAirapy’s germicidal air-sanitizing systems will KILL more than 99.9% of pet-specific airborne pathogens. Really! Keep the pets in your care safe and healthy. Call us today and protect your business for tomorrow.
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10
V K w
S
ways to
streamline
your pet boarding company
e
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By Jon Forknell
k
PET BOARDING & DAYCARE
a
X
I
f you’re like a lot of small business owners that run pet boarding companies, you started small and then skyrocketed to growing your business faster than you could keep up with. If you find yourself stressed and strapped for time to both manage your clients and handle admin, there are probably a few areas you could stand to improve. These 10 tips will help you prioritize your tasks and get more done in less time.
Set up Processes The more you can standardize in your boarding business, the better. Streamline your intake process so you can quickly check in a new client. Use templates for contracts. Create an employee training guide so you can quickly get new employees up to speed.
Invest in Growing Your Business Your business will grow faster if you reinvest your profits back into the company. Insurance, while a costly investment, is one that can protect you from liability as well as attract new clientele that feel confident now that their animals are protected.
Market, Market, Market You constantly need a stream of new clients, and the only way to do that is to spread the word about your boarding facility. Use blogging, social media, and advertising in your community to reach a wider audience, and ask your customers to leave a great review for you on sites like Yelp.
petexec Pet Daycare & Boarding System
Track Your Expenses From dog food to Internet service, you’re going to have expenses. Tracking expenses helps you figure out where your highest overhead comes from, and gives you the opportunity to reduce it. For example, if you buy your pet food at the local pet store, see how frequently you’re buying, and approach the store manager about getting a better price for making larger orders.
Use Smart Software Don’t reinvent the wheel. If there’s software out there that helps you do more, take advantage of it. There’s employee scheduling software that can make it easier to keep track of your staff ’s schedules, as well as customer relationship management software that helps you log client preferences, like Fido’s allergy to chicken.
Hire When You Need To While you started out a one-man (or one-woman) show, it probably wasn’t long before you realized you could only board so many pets without getting overwhelmed. At that point, it’s time to consider bringing on additional staff, either part or full-time. Having others handle the check-in process and managing the dogs can help you focus back on admin.
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Automate What You Can This goes back to those processes you established. When you can keep from having to do something manually over and over, you save time. Set up email auto responders so that whenever someone signs up to get your monthly newsletter, they’re automatically sent a welcome email. Also automate reminders that you need updated shot records from regular clients.
Partner with Like Minded Services There are other businesses, such as pooper scoopers, pet photographers, and groomers that want to reach your clientele. Likewise, if you can connect with their customers, you increase your chances of finding new business.
Consider partnering and cross promoting one another’s businesses.
Expand Services (But Only Where it Makes Sense) You may have been asked by clients whether you offer grooming or walking services. Consider what additional services you could offer without difficulty, and which would have the highest value to your customers. There’s an old adage that says it’s easier to sell to existing customers than find new ones, and expanding your offerings can give clients a reason to keep coming back.
Measure Everything Whether it’s marketing, sales, or even how many dogs you take in on a given day, measure it. This gives
You may have been asked by clients whether you offer grooming or walking services. Consider what additional services you could offer without difficulty, and which would have the highest value to your customers.
you a baseline to measure against in the future. For example, if you took out an ad in the newspaper, you need to know your average daily client numbers before the ad runs so you can see if you get a bump in business as a result of the ad. With a few smart strategies in place, your boarding business can boom! n Jon Forknell is the Vice President and General Manager of Atlas Business Solutions, Inc., a software marketing company specializing in employee scheduling software, including ScheduleBase, and other business software solutions. In the past, Jon has been recognized by the U.S. Small Business Administration as a SBA Young Entrepreneur of the Year. Atlas Business Solutions was named as one of Software Magazine’s Top 500 Software Companies in 2004 through 2007 and again in 2010 and 2013.
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ANIMAL HEALTH
SPOTTING the most common and costly
DISEASES By Outstanding Pet Care University
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ou know that a quality pet care facility, that provides great pet care, offers one of the best and safest choices for pets and pet parents while they’re away from home. The Cummings School of Veterinary Medicine at Tuft’s University, one of the top educational facilities in the world, agrees. In their February 2014 “Your Dog” newsletter, veterinarians state, “Responsible kennels that insist on proof of vaccination against the illness, before taking care of a dog, are among the least likely places your pet will end up with the infection.” The problem is that a good portion of the pet owning public doesn’t understand this. Numerous studies have shown that the last thing that most pet parents want to do is take their pet to a ‘kennel.’ Although this quote is from a new and very strong competitor, it does speak to pet parents’ apprehension about taking their furry best friend to a ‘kennel.’ According to Rover.com, a website that promotes in-home pet sitting, “Ninety percent of dog owners won’t use kennels.
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By arming your team with the latest information on common diseases, you help them provide exceptional care – even with these common diseases that any pet can be exposed to. Your dog will get fed there, but you probably won’t feel great about it. It’s like leaving a kid at an orphanage.” Caring pet parents have many fears, and at the top of this scary list is that their pet will get sick. We all know that pets can, and often do, get sick anywhere – at the dog park, the veterinary clinic, and even with a pet sitter in their own home. The conclusion that many pet parents erroneously draw is that because pet care facilities have a high number of pets boarding, the probability of infection increases. Besides promoting strict vaccination policies, having a well-trained staff is another proven strategy for quality pet care facilities to help allay the fears of pet parents. By arming your team with the latest information on common
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diseases, you help them provide exceptional care – even with these common diseases that any pet can be exposed to.
Who Should Pay Attention? To provide the highest level of care, everyone in your facility needs to be familiar with the signs of some of the most common diseases. For example, the separate diseases “Canine Cough,” “Infectious Tracheobronchitis” (ITB), or “Canine Infectious Respiratory Disease Complex” (CIRDC) are all commonly referred to as “Kennel Cough.” The use of inaccurate labels like “Kennel Cough” continues to attack the reputations of our businesses. “Canine Cough” is more accurate because it describes the syndrome – coughing dogs – but does
not imply that the disease is caused by a pet care facility. This ongoing educational battle we face is necessary and similar to the issues faced by child day care facilities. That industry was successful in explaining that children got sick everywhere, and even went so far as to intimate that a child at day care would build up immunities to common childhood diseases. The first step to take as an industry is continually educating our staff and our client pet parents that dogs can become infected anywhere – at the park, taking a walk through the neighborhood, or even in their own backyards. Canine Cough, the Canine Influenza Virus (CIV), and Canine Parainfluenza are health subjects that every pet care facility employee, owner, and manager should know about. Even the best pet care facilities can have outbreaks. The goal should always be to minimize the canine exposure rate as well as the other potential negative impacts on your business. You can do everything right
and still be faced with sick dogs, lost revenue and a hit to your reputation.
Symptoms of Upper Respiratory Infections in Dogs and How They’re Spread Mild respiratory infections in pets, including Canine Cough and CIV, can show up as a dry, hacking cough often followed by a retching or gagging sound. You may also notice the infected dog may have a runny nose and sneezing. As the disease progresses, without treatment, dogs may run a high fever over 103º F and develop problems breathing. This is one of the reasons why early detection on the part of pet care staff is so important. Typically, canine respiratory infections are spread from dog to dog in secretions from the eyes, nose, or mouth and by direct contact from infected dog to healthy dog. Sneezing or coughing can release tiny, aerosolized droplets carrying the virus for up to 20 feet in any direction that can be picked up by healthy dogs. The viruses can also be
carried on the hands, clothing, shoes and equipment of pet care staff and spread from dog to dog, and area to area. The incubation period for Canine Cough – that period of time where a pet may not show symptoms - can be anywhere from 3 to 10 days, so your clients may not be aware their dog is sick before bringing it in to your facility for boarding. Pet Care staff need to be aware of this possibility when handling new boarding clients and watch for the signs of disease.
Prevention and Disease Control Measures to Minimize Negative Impact on Your Business Some of the biggest preventative factors in maintaining the general wellbeing of the pets in your care include avoiding overcrowding, keeping a clean environment, and providing TLC to all the pets in your facility. Specific measures to prevent canine infectious respiratory disease include promoting vaccination protocols, emphasizing sanitation and cleanliness, and providing
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Unfortunately, no vaccines are going to prove 100 per cent effective against infection of any disease. Bordetella and influenza vaccines are less effective than some others (such as canine parvovirus), so even well-vaccinated dogs will occasionally be infected. As a pet care facility owner or manager, you want to do everything you can to protect the dogs in your care. Requiring vaccinations is just one way to increase the probability of a healthy pet. Many veterinarians recommend vaccinations be given two weeks in advance to ensure immunity.
Facility Disinfection
Requiring vaccinations is just one way to increase the probability of a healthy pet. Many veterinarians recommend vaccinations be given two weeks in advance to ensure immunity. good ventilation in your buildings.
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Vaccination Although vaccinations are not a 100% preventative against disease, requiring all pets be vaccinated for both Bordatella and CIV has proven to reduce the chances of the spread and severity of the virus. The American Animal Hospital Association classifies the Bordetella vaccine as “non-core,” meaning it is only recommended for dogs at risk of infection. Those include all dogs being boarded at a kennel, pet care facility or veterinary clinic. Most pet care facilities require this vaccine to minimize the risks of an outbreak. Canine influenza vaccines are also available and considered “non-core”. Since this virus is fairly new and most dogs do not have an immunity to it, many quality pet care facilities are seriously considering requiring the influenza vaccine. The CIV vaccine is not a total preventative, however, it helps to minimize the spread of the virus as well as the severity of the infection.
PET BOARDING & DAYCARE
Maintaining a clean and safe environment is another way to decrease the probability of an outbreak. The following are just a few tips to insure thorough and proper sanitation.
Tips for Sanitation: • Disinfectants are deactivated by debris, so any surface should be thoroughly cleaned first. • The Bordetella virus can live in water. Thoroughly dry surfaces after cleaning and disinfecting. • Remove dogs from the area if power sprayers are used to clean. Sprayers can actually aerosolize infectious organisms and increase the spread of infection. • Disinfect all enclosures, walls, floors, doors, etc. • Disinfect bowls and toys between dogs. • Wash bedding, towels and uniforms in a washing machine with hot water, detergent, and bleach. Dry on a high heat cycle in the dryer. • Spray application of disinfectants is preferred to a mop and bucket. The mop water can easily become contaminated and spread infection to other areas of the facility.
Ventilation Because canine cough organisms are airborne, ventilation in the facility is very important to prevent the spread of infection. This includes the exchange of fresh air with inside air whenever possible.
Employee Prevention Employee hands, shoes and clothing can transmit infectious organisms. A few tips for employee prevention of the spread of viruses in your facility include: • If you have an outbreak, take care of all the healthy pets before taking care of any ill ones. • Wear gloves when handling sick dogs and wash your hands after removing the gloves. • You should always wash your hands or use an alcohol-based hand sanitizer after handling each healthy or sick pet. • Protective scrubs, gowns, or booties should be worn over clothing and then discarded after working with potentially sick pets. • Setting up a footbath with properly diluted bleach or disinfectant at the entrance to any isolation areas will help keep employees from bringing the virus into other parts of the facility on their shoes. If you have pet dogs at home, consider changing your clothes and shoes at the end of your shift to avoid transmitting diseases home. Dogs don’t always show symptoms while shedding viruses for many diseases. Therefore, it’s almost impossible to know if an employee has encountered a potentially sick dog. Research shows that humans can be a contaminator of different viruses including CIV. In other words, staff members can carry the virus from dog to dog on clothing, shoes, hands and even their hair. Encourage frequent hand washing and sanitizing. Install hand sanitizer stations throughout your facility and insist staff use them between handing dogs to prevent the spread of any disease. And if you have to isolate dogs that you believe, or know, are sick, limit the number of employees that will have access to these dogs.
Quarantine/Isolation Quality pet care facilities have an isolation area to lodge any animals with suspected cases of respiratory infection. Ideally, this area should have a separate ventilation system.
Quality pet care facilities DO NOT hesitate to call the pet’s veterinarian or the facility veterinarian as soon as a pet shows any possible sign of illness. It’s best to be proactive and not wait until the situation gets worse. When to Take the Pet to the Vet Quality pet care facilities DO NOT hesitate to call the pet’s veterinarian or the facility veterinarian as soon as a pet shows any possible sign of illness. It’s best to be proactive and not wait until the situation gets worse. Early treatment is good for everyone. Most owners appreciate the facility taking care of this in advance of the pet’s departure home so they are not faced with a sick dog when they return.
Policies If an outbreak occurs in your facility, it may be necessary to set concrete protocols for the upcoming weeks to prevent or minimize the spread of the virus. • Consider no vaccination exceptions during a high-risk time. • If there is an outbreak in your facility or the area, you may want to consider asking if pets with future reservations have been at another facility that might have an outbreak or have been to a dog park interacting with other dogs. PET BOARDING & DAYCARE
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If you are a responsible facility providing great customer service, you may also be absorbing the veterinarian expense for sick clients. An increase in illnesses will translate to a decrease to your bottom line. Facility Tours • If you allow dogs to accompany owners along on a facility tour, you may consider restricting them during an outbreak. You don’t know if the dog has been vaccinated and therefore is a possible carrier or vulnerable. • Consider discouraging potential clients from touring the facility if the pet owners have visited, or intend to visit, another pet care facility that same day.
How Viruses or Disease Affect Your Business Not following these disease prevention protocols or taking a proactive position will have many negative effects on your business. Pet parents today are more likely to vent on
social media, to friends and to family. Negative reviews will not only damage your brand, you are also likely to incur a significant loss of future clients and revenue. If you are a responsible facility providing great customer service, you may also be absorbing the veterinarian expense for sick clients. An increase in illnesses will translate to a decrease to your bottom line. Staff members in the pet care industry want to work with healthy pets in a safe and clean environment. A pattern of sick pets can affect employee morale and productivity. On the positive side, having a healthy facility creates raving human fans, healthy, happy pets, positive reviews, and client and veterinary referrals. n
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sample health report card ____________________________________’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 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: ________________
COMMENTS:
PRODUCTS RECOMMENDED:
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SPOTTING the most common and costly
DISEASES
Quiz
By Outstanding Pet Care University
1) If a dog is vaccinated for Bordatella they are immune against catching which of the following:
a) Canine Influenza B) Canine Cough c) Kennel Cough d) None of the above – (nothing is 100% against all viral strains)
2) Upper Respiratory Diseases are spread through:
a) Secretions from the eyes, nose & mouth B) Aerosolized tiny water droplets sneezed or coughed from an infected dog
C) Direct Contact D) All of the Above 3) Viral shedding from an influenza occurs:
a) Up to 5 days before dog showing any symptoms
B) Up to 3 days before dog showing any symptoms
C) When dog is showing symptoms. D) None of the Above 48
4) Which are symptoms of mild cases of upper respiratory (Canine Cough or CIV)?
a) Difficulty breathing b) Dry hacking cough, followed by retching or gagging, may be accompanied by runny nose and sneezing
c) Puss like discharge d) High Fever (103 – 106 degrees Fahrenheit) 5) Which of the following are the biggest preventative factors in maintaining pet wellness and avoiding Canine Cough & CIV outbreaks?
a) Ventilation b) Requiring current vaccinations c) Sanitation d) All of the Above 6) What is the incubation period for Canine Cough?
a) 2 – 5 days b) 1 – 8 days c) 3 – 10 days d) None of the Above PET BOARDING & DAYCARE
7) If a dog sneezes, it can aerosol spreading virus up to…
a) 5 feet b) 10 feet c) 20 feet d) None of the above
answers 1) D 2) D 3) B 4) B 5) D 6) C 7) C Additional fun reading Sapolsky, Robert M. Why Zebras Don’t Get Ulcers: The Acclaimed Guide to Stress, Stress-Related Diseases, and Coping-Now Revised and Updated. Macmillan, 2004.
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can benevolent leadership
end your
staff drama? By Susan Briggs
A
re you tired of staff drama? Does all your time seem to be spent resolving staff issues? If your answer is yes, then this article is for you. It’s time you claimed your role as team leader and these three steps will help you end the drama. Claiming your leader role sounds easy, but may actually be the hardest step. You must stop and take an honest assessment of your current style of leadership and be willing to change. Albert Einstein’s quote sums it up best: “Insanity: doing the same thing over and over again and expecting different results.” The good news is you can make the shift easily using a model you may already embrace in the dog areas of your operations…benevolent leadership.
Claim Your Leader Role It’s time you assert your own leader role and create the company culture that you want for your business. You must lead by example, so if you expect no drama or negativity from your staff, you must be positive and hold staff
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You must lead by example, so if you expect no drama or negativity from your staff, you must be positive and hold staff accountable when drama starts to creep into a situation. accountable when drama starts to creep into a situation. Key to this approach is to act quickly so issues don’t fester and to be consistent in your approach with all staff members. Be specific in outlining your behavior expectations for team members, just as you do for the dogs in playgroups. Raising the bar on your expectations from staff may result in most of them rising up to meet or even exceeding them. Your business mission and values contribute to the core policies and procedures of your operations. Upon reflection, your best performers probably align and “buy-in” to your company’s mission and values. It’s easy for them to comply and perform well as they feel like a good fit in your business. PET BOARDING & DAYCARE
There are two primary reasons for the complacency of your under performing employees. First, they may not truly align with your business mission and values or they are not clear to them. Second, their specific role in the business may not be a good fit to their personal goals and strengths. Use this knowledge to take the emotion out of your staff coaching sessions; there is no blame here on either side. Your business is the round hole and the square pegs just won’t fit.
Document Your Requirements Detailed job descriptions that specify responsibilities and expectations of each job are an important tool in holding staff accountable for their job performance.
When hired, each employee should read and sign their job description as evidence that they know and understand what is expected. Employee Handbooks are the second key resource of documenting expectations of employees in your business. Your handbook should clearly outline employment policies, benefits and consequences of policy violations. Like the job descriptions, it is important to retain record that each employee has read and agreed to abide by your employee handbook guidelines. Last, but equally important, are documented policies and procedures that employees are to comply with in completing their assigned job tasks. Make sure your documented procedures reflect accurately how each job is actually being performed in your business. Keeping procedures up-to-date can eliminate the source of a lot of staff drama as you can refer to written documentation when employees disagree on how and when tasks should be completed.
Your Proven Leadership Model In the pet care industry we have a great model to emulate in becoming great leaders…benevolent dog leadership. Emulate the same benevolent leadership with your staff that you require with the dogs. People deserve the same compassion and you’ll find the same tools do work. Let’s translate the benevolent dog leadership model into a staff leadership model:
Keeping procedures up-to-date can eliminate the source of a lot of staff drama as you can refer to written documentation when employees disagree on how and when tasks should be completed. education for staff to succeed in their roles • Utilizing obedience cues converts to documented policies & procedures • Setting each staff member up for success by knowing them as individuals.
Events - Key events that require strong leadership for your staff includes: • When they are new and learning your organization • Each situation where changes are made to policies and procedures • Conflict resolution • Peak periods when you need teamwork. Poor performance is a red flag of disconnect and someone that is in survival mode. In these situations, benevolent leaders first look in the mirror to confirm they have fulfilled their responsibilities. Next, they serve as a compassionate leader for their employee; helping them achieve their goals which in
turn helps the business to succeed. Managing staff can be challenging, but also very rewarding. As you focus on changing and improving your own leader skills, you’ll spend less time on drama and more time on developing employees that energize you. n Susan Briggs provides business management and training resources for the pet industry. As “The Dog Gurus,” Susan and Robin Bennett’s mission is to improve safety in the off-leash dog play industry through their membership site at www.SafeOffLeashDogPlay.com. Susan’s career in the pet industry began as cofounder of Urban Tails, a large multiservice pet care center in Houston Texas. Staff training is a passion for Susan resulting in development of Crystal Canine, a consulting and training resource for the pet industry (www.crystalcanine.com). In 2008 her first book Off-Leash Dog Play: A Complete Guide to Safety & Fun co-authored with Robin Bennett was published. She is also author of Counting Noses, the only accounting and financial guide customized for the pet industry.
Qualities - The four key items from OffLeash Dog Play: A Complete Guide to Safety and Fun all apply to good staff leadership: • Posture (carry yourself as a leader) • Attitude (calm & confident) • Consistent in enforcing limits or boundaries (policies & procedures) • Using proactive intervention to prevent undesired behaviors.
Tools - As a leader you must have the right tools in your toolbox: • Controlling resources converts to providing equipment, supplies and
PET BOARDING & DAYCARE
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Your Pet Care onal ofeofssi Prcare Taking your Puppy at home…
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Your Pet Care Professional
When Your Pet Needs a Smoothie
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Because you and your professional groomer took the time to introduce your puppy to grooming in a step-by-step, gentle, loving way, you made your puppy’s all-imp ortant first visit to the grooming salon a wonder ful experience that will help him enjoy being groomed throughout his life.
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Photo by: Sherri Regalb
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In many areas of the country, flea control is a year round necessity. In conjunction with cont inuing premise control, many pet own ers have great success with oral or topical prod ucts that are administered once a month to their pet. The y come in a variety of brands like - Advantage ®, Frontline®, Revolution®, and Program®. There are specific form ulations for dogs and cats, and most are approved to use on puppies and kittens six to eight weeks and olde r. Read and follow the instructions, making sure to use the product that is specified for your pet. These products are extremely popular because of their once a month convenience, ease of application, and effectiveness. Most are waterproof, allowing your pet to be bathed, or to swim, without decr easing the product’s effectiveness. Also, keeping your pet flea free with this continuous protectio n, is far less costly than trying to eliminate an infestation on your pet and in your home.
Between professional groomings, you may need to brush and bathe your puppy at home. Your groomer can recommend and supply the equipment and coat care products that you will need. She will also be happy to demonstrate the correct brushing and combing techniq ues that you need to learn to properly care for your puppy.
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cause any irritation to himself. Remem ber that his freshly clipped nails may be sharp and can easily irritate his puppy skin. If you have any questions or concerns, contact your groomer immediately.
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