Pet Boarding and Daycare March April 2016 by Barkleigh Productions

VOL 6 • ED 2

MARCH/APRIL 2016

WWW.PETBOARDINGANDDAYCARE.COM

and daycare magazine

Handling

DOG-to-

DOG Introductions

Profile of Success

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FROM THE EDITOR YOU BUY GROCERIES FROM THE GROCERY STORE AND…. PETS FROM THE PET STORE? If you’re a commercial potato farmer, you would harvest your potatoes, probably send them off to a processing or packing plant and never see that potato again, or probably never wonder what kind of life that potato would have. Rebecca Shipman An unsuspecting consumer may wander Managing Editor into the produce section of the grocery store and pass the potatoes, which might spark the thought to buy said potato. They would take this potato to the checkout where the cashier would not ask what kind of life this potato will have with its new owner, and will certainly not ask for references. That potato may end up neglected, given away, abandoned alongside the road, or, if it’s lucky, be consumed and enjoyed, as it was intended A potato is not a living, breathing being with feelings, wants, and needs. So why is this an acceptable way to also purchase a puppy? We’ve come a long way from every corner pet store having adorable puppies and kittens in the windows, ready to be purchased at a moment’s notice. But there are still many pet store owners, consumers, and breeders that see this as a perfectly acceptable way to add a new member to your family. We are in the thick of laws being passed all over the country to ban pet stores from selling puppies supplied by commercial breeders – most only allowing the adoption of pets from local shelters. These laws are currently being passed on the municipality level; not yet by state. Nearly 100 municipalities have passed this law, or one of similar accordance. Some of the major cities include Los Angeles, Chicago, and Phoenix. Just this week (2/22/16), the first municipality in New York State (Mamaroneck, NY) passed the law prohibiting the sale of commercially bred puppies and kittens and mandating only the sale of shelter animals. With the participation of small towns and large cities alike, this law is well on its way to becoming a country wide ruling. This law will hopefully do away with irresponsible breeders - who are only in for the profit, and bring the responsible breeders – who make sure their puppies are going to the perfect home, and shelter dogs to the forefront and, eventually, be the only option for adding a dog or cat to your family. Now, as for those potatoes…the future does not look promising.

STAFF PUBLISHER Barkleigh Productions, Inc. PRESIDENT Todd Shelly EXECUTIVE EDITOR Gwen Shelly MANAGING EDITOR Rebecca Shipman ART DIRECTOR Laura Pennington GRAPHIC DESIGNER Jenn Barraclough WEB DESIGNERS Lance Williams Luke Dumberth CHIEF OPERATIONS OFFICER Adam Lohr DIRECTOR OF SALES AND MARKETING James Severs CONTACT

General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com (ext. 225) Advertising: james@barkleigh.com (ext. 224)

Copyright March 2016. 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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and daycare magazine MA R CH /A P R I L 2 0 1 6

CONTENTS

HANDLING

INTRODUCTIONS PET BOARDING

& PBD EXPO & DAYCARE EX PO

PROFILE OF SUCCESS:

DR. BOYD’S PET RESORT & VETERINARY CENTER

WEST

46 PB&D Expo West Program BURBANK , CA

MAY 3–5 Business

Animal Health

14 Hitting Your Goals by Mobilizing and

Motivating your Team

18 8 Trends that Will Change How You View

Web Marketing in 2016

Facility Design

Facility Environment

Facility Fall to Disrepair

Industry NewsWWW.PBDEXPOWEST.COM 54 Product News

38 Plan and Prioritize: Don’t Let Your

A Preventable Nightmare: GDV / Bloat LOS ANGELES MARRIOTT BURBANK AIRPORT BURBANK, CALIFORNIA

32 Managing a Healthy Pet Care

2016

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ANIMAL BEHAVIOR

HANDLING

TO INTRODUCTIONS By Steven Appelbaum

ogs are amazing social creatures with sophisticated, subtle and not so subtle ways of communicating with one another. Products of nature and human breeding, dogs’ basic social instinct is to form cooperative groups to hunt. As predators, dogs are equipped with some impressive physical tools. Powerful jaws and sharp teeth, along with outstanding endurance allow them to run down prey. Dogs also possess the intelligence to develop cooperative hunting strategies, which enables them to go after much larger prey. Dogs who fight with one another run the risk of injury. In the wild, if a dog is injured, he can’t run, which means he can’t hunt. If a dog can’t hunt,

When introducing dogs to one another, if you have a basic understanding of what each dog is trying to communicate, you will be in a better position to facilitate a conflict-free greeting. he doesn’t eat, which means he will soon die. It’s not surprising then that dog communication is about avoiding conflict and reducing the risk of injury caused by fighting. To maintain accord, dogs let each other know what their mood and emotional state is so that the other dogs can act accordingly. When introducing dogs to one another, if you have a basic understanding of what each dog is trying to communicate, you will be PET BOARDING & DAYCARE

in a better position to facilitate a conflict-free greeting. How can you tell if either dog is fearful, assertive, unsure, or confident? You can do this by developing a thorough understanding of dog body language, which is essential to determining a dog’s mood. Why is this important? If a dog is trying to communicate something via body posture and you misread it, you could end up causing the dog stress. For example, you and a dog continue

PET BOARDING & DAYCARE

to approach another dog who is trying to communicate that she is afraid. Or perhaps you fail to heed a strange dog’s warning signs to approach with caution. Ignoring the dog’s signal could cause her to escalate to less subtle, more direct means of communication, such as biting or fighting. As a general rule, when dogs meet for the first time, the interaction should occur in neutral territory. Dogs can be territorial and some will take a dim view or feel threatened by a strange interloper invading their territory. Even after two dogs have met on neutral territory and gotten along, make sure that prior to allowing them to interact with one another in their territory, that you pick up all food bowls and objects either dog is particularly attached to. This minimizes the risk of resource-guarding challenges between them.

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READING DOG

HEAD ERECT

EARS UP

TAIL RELAXED (WAGGING)

MOUTH RELAXED (SLIGHTLY OPEN)

WEIGHT EVENLY DISTRIBUTED OVER ALL FOUR FEET

Neutral Relaxed Dogs showing these signs need

approaches properly. How? By

to be approached in a slightly

approaching the neutral relaxed

non-direct fashion. Here’s a

dog with the puppy on a leash in

dog secret: A direct straight line

the proper fashion. If the roles are

approach with direct eye contact is

reversed and the dog at your side

usually considered rude and forceful

is the neutral relaxed one, praise

in a dog’s world. Slowly approaching

him for appropriate non-aggressive

at an angle is less threatening and

behavior and keep your eye out

more desirable. Most dogs learn

for any signs of escalated stress.

this, and upon seeing a dog standing

This includes growling, snarling or

in neutral relaxed fashion will

raised hackles. Most dogs showing

approach properly.

the above body posture will be fine

However, a young exuberant

with other dogs as long as the other

puppy might be clueless; to avoid

dogs greet them in a friendly,

problems, you should ensure she

calm fashion.

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Active Submission EYES HALF CLOSED BLINKING

EARS BACK MOUTH NEARLY CLOSED

TAIL HANGS LOW

TONGUE TIP DARTS OUT RAISED PAW SLOW WAG

Dogs communicating these signs usually present no threat or

relaxed, and from there to play time. Problems can occur if one of

challenge to a dog greeting them.

the dogs is very exuberant and

The best thing to do is to leave

simply overwhelms an actively

them alone and let them work out

submissive one. When this occurs,

their own comfort levels. Many

the submissive dog might try to run

dogs who start in active-submissive

away or could escalate to defensive aggressive behavior. This can be

mode quickly switch to neutral

exacerbated further if the dogs are greeting each other in a confined space that prevents the submissive dog from fleeing. The best ways to assist with greeting dogs of this type is to make sure there is ample room for them to move around and away if they need it. You should also consider putting the overly exuberant dog on a leash and keeping her under control when she greets the submissive one. This enables you to prevent any dog from being physically overwhelmed, stressed, and aggressive. After the initial greeting and comfort is established—and assuming leash laws and safety permits—you can give the dogs free reign to play with one another.

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Defensive Aggression Obviously, dogs displaying these features need to be approached with care. In a natural setting, this type of dog would simply back away or run away. Neither is an option when the dog is being held on a leash or in a confined area, unable to escape. The good news is that upon seeing a dog acting in this fashion, most dogs will keep their distance or only approach with great caution. As long as the approach is done carefully, the dogs will probably be able to work things out in one of two ways. One, the dog exhibiting defensive The above touches on some of the important basics of dog communication and the ways in which you can make dog-to-dog greetings easier. To learn more, I recommend you check out these two excellent books: Calming Signals:

EARS BACK MUZZLES TENSE, WRINKLED AND SNARLING

HACKLES MAY BE UP TAIL DOWNED AND TENSED

TEETH EXPOSED PUPILS DILATED POSTURE MILDLY CROUCHED WEIGHT OVER REAR LEGS

aggression will run away or stand his ground until the other dog stops trying to approach. Two, both dogs become comfortable enough to greet each other. What Your Dog Tells You by Turid Rugaas, and Fight! A Practical Guide to the Treatment of Dog-Dog Aggression by Jean Donaldson. n Steven Appelbaum is the President of

Do not attempt to force dogs exhibiting this behavior to greet each other. Allow them the time and space to do this on their own. Animal Behavior College. Steve has been a professional dog trainer for over 35 years. He is the author The ABC Practical Guide to Dog Training and has been a columnist for Pet Product News International, Pet Age and Off Lead Magazine.

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BUSINESS

G als Hitting Your

By Laura Laaman

t’s that time of the year; most of us have created our New Year’s Resolutions… and unfortunately, many have already altered them, or forgotten them altogether. Many times, these resolutions were designed to make us more successful, healthier or happier. While they may prove to be a challenge, don’t give up! After all, resolutions are meant to improve your situation. Who wouldn’t want that? Since many resolutions are work-centered, let’s think about your work situation. Clearly, you’re an individual, but you’re also part of a critical team that your customers have entrusted to take exceptional care of their pets. You already know that by owning and operating a peopledependent business, it’s impossible for you to hit your goals without mobilizing your team. But how do you mobilize your employees to do what you need them to do? If you were teaching school children,

Adults want to understand what the mission is

and what role they play and as their leader, it’s in everyone’s best interests to take the time to explain these goals.

you could simply tell them what to do, show them how to do it, and expect them to start producing results. However, mobilizing adults— even young adults— requires a very different approach. You can’t just dictate your requirements to employees and expect them to cheerfully agree with your direction. As you move forward with leading your team, here are three important steps to make your goals a reality. 1) Create Understanding The process of creating understanding means providing clear information on what you want done and, ideally, why it’s important. For example, if you have determined your company is not

PET BOARDING & DAYCARE

answering a high enough percentage of incoming calls, don’t just tell them they need to answer the phone more often. Instead, explain to your team what you’ve discovered and why answering these calls (in a friendly and professional manner) is so important to your company’s success. Adults want to understand what the mission is and what role they play and as their leader, it’s in everyone’s best interests to take the time to explain these goals. Quantifying and qualifying are important strategies to successfully setting goals. Qualification is describing. Quantification includes a measurement of some type (units,

weight, time, etc.). So in the case of the missed phone calls; qualifying would be to say “We’ve missed a lot of client calls recently.” Quantifying would be “We’ve missed a total of 35 client calls in the past two weeks.” 2) Provide Goals The human mind is like a missile. Give it a target, apply sufficient energy, and you will likely hit your mark. Many people don’t understand the value and importance of goal setting. Nor do they take the time to utilize goals to propel their own or their team’s success. Don’t let this be you. Utilize goals properly and you’ll be pleasantly surprised how much progress you make. If you want to be highly successful and run a profitable business—or achieve anything exceptional—setting reasonable goals is an important step in propelling your business toward success! Goals are a charting device. They let you know where you are going and

The human mind is like a missile. Give it a target, apply sufficient energy, and you will likely hit your mark.

how you are doing. However, poorly defined goals are not going to result in success. They simply waste time and create frustration. Therefore, goals must be challenging yet realistic, written down, visualized, and have a reward tied to them.

Let’s break this last sentence down a little more: • Challenging — Adapting new behaviors will be challenging for your staff. We are creatures of habit, and challenging your team will ask them to

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‘think outside the box.’ • Realistic — Asking your team to answer 100% of calls isn’t realistic. However, targeting a decrease of 50% of unanswered calls to 20% is realistic. This is, of course, assuming you have enough staffing coverage. • Written down — Putting your goals in black and white is a tangible action and reduces confusion. It holds your team accountable—and you, as their leader, accountable as well. This action is designed to keep you and your team on task. • Visualized — Since most people are visually orientated (we learn and retrain better when we see something), the power of realizing and obtaining your goals is in direct proportion to visualization of our goals. • Reward — Create a reward system. I’m not suggesting you buy anything extravagant here to entice a certain type of behavior. It’s unnecessary and often only a temporary temptation and won’t result in permanent change. However, make the reward something fun. And remember, you’re going to make money from doing this. The reward will be much less than the upside of what you gain by your team working toward that new goal. Contests will help you turn your goals into reality for your team, incorporating visualization and a reward. 3) Contests Contests are a great way to mobilize and incent your team into performing new behaviors. When set up properly, sales contests should not “cost” the company a dime. Quite the contrary; when done properly, they will make you money. Contests can help promote important behaviors and increase employee morale. They can also keep employees motivated by promoting healthy competition. Let’s go back to the goal of reducing the frequency of unanswered phone calls. An example

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ANSWER THOSE PHONES!

Displaying colorful, fun visuals such as posters is a great way to provide reminders of the new desired behaviors. Try to display them in an area that is highly trafficked by employees, not clients.

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of a contest goal for your team would be to reduce the percentage of unanswered calls. The contest would be to reduce the 50% of missed calls (as measured in the pre-contest period) by, let’s say, 10%. What’s an appropriate reward? Something fun and reasonable that your team wouldn’t go get themselves. Maybe it’s a new coffee or cappuccino machine, a special team lunch, or gift cards. As you can see, the return on investment is huge for the company. You only pay out $100 or $200 for the reward, once you have improved performance. Yet, the new behavior – answering the phone more often – is more ingrained in their daily tasks. Displaying colorful, fun visuals such as posters is a great way to provide reminders of the new desired behaviors. Try to display them in an area that is highly trafficked by employees, not clients. Three keys to successful contests are keeping them short, simple, and self-monitored. Short means generally no longer than a month. Sometimes a day or a week is enough to start shaping a new behavior. Simple means if you do ‘X,’ you get ‘Y.’ Finally, self-monitored means the individual or team is responsible for monitoring their own performance. This way, you don’t become the bookkeeper of the task. They’re adults; they can keep track of the progress. If they don’t, they don’t get the reward. Learning how to be a great goal setter and contest coordinator will help you turn your wishes into reality and make your business a more profitable one. n

TRENDS

THAT WILL CHANGE HOW YOU VIEW

WEB MARKETING IN

By Alain Parcan As we celebrate the 25-year anniversary of the Website, now’s as good of a time as any to reflect on how much Website Marketing trends have changed - not just in the last quarter century, but in the last year alone.

PET BOARDING & DAYCARE

Here’s a comprehensive list of the 8 Web trends pet care companies need to know about as we head into 2016:

TRENDING UP RESPONSIVE

WEBSITE DESIGN According to Pew Research

Center, 64% of American adults own a smartphone of some kind, which doesn’t

Studies show that if a visitor lands on a site that is difficult to navigate and requires zooming in/out, they’ll simply exit out and move on to a new site. in/out, they’ll simply exit out and move on to a new site. Moreover, Google has firmly hitched

take into account the amount of tablet

their wagon to the mobile trend. Since

users. Point being, the mobile trend has

April 2015, mobile-readiness has been

shown no sign of stopping and should

considered a ranking factor when it

continue into 2016. So if you’re ready

comes to identifying what companies

to upgrade your site, then Responsive

show up highest in search results. In other

Website design is a must-have in order to

words, Google wants user-friendly sites

impress anyone who is scanning Websites

to rank highest in search results. That

from their phones or tablets. Studies

designation is likely to become even more

show that if a visitor lands on a site that is

important in 2016, as more users navigate

difficult to navigate and requires zooming

the Web from smaller screens.

64% of American adults own

a SMARTPHONE

PROPER EMAIL NEWSLETTER MARKETING As more businesses invest in digital

The cost to acquire a new customer is 5 times as much as the cost to retain an existing customer.

increasingly popular. That doesn’t mean

marketing as a customer acquisition tool,

you should be sending out “spammy”

acquisition costs are likely to skyrocket as

emails with coupons and offers every

the marketplace becomes more crowded.

week. The right way to run an email

Therefore, allocating a portion of your

newsletter marketing campaign is by

marketing budget to retaining existing

sending out educational content that

customers is more important than ever.

your customers will appreciate. The top

Recent estimates suggest the cost to

businesses utilize a 90/10 rule, where

acquire a new customer is 5 times as

90% of their email newsletter content is

much as the cost to retain an existing

purely informational, and only 10% is

customer – so investing a small amount

self-promotional (usually a paragraph

in customer acquisition will go a long way

at the end of the email). Customers

toward improving your bottom line.

appreciate receiving valuable content

As for the most effective way to

that they can learn from, and it’ll keep

retain clients using the Web, email

them coming back to your business time

newsletter marketing is becoming

and time again.

A quick tip: If you’re going to utilize an email newsletter, be sure to have a signup form on your Website.

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CO-OP ADVERTISING PROGRAMS Increase CUSTOMER LOYALTY save STAFF TIME

Heading into 2016, more

believe that digital advertising is an

manufacturers now recognize the

effective marketing channel and can

value of digital advertising, and we

help their dealers move more products.

anticipate that over the next year,

It’s a win-win for everyone involved,

these manufacturers will fully embrace

especially the businesses that end up

digital advertising as an approved

being reimbursed for large portions of

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channel for co-op marketing. They

their marketing.

DIGITAL ADVERTISING

AS A POLARIZING TOPIC

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The digital advertising market is packed with thousands of freelance

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reap the rewards, while unsuspecting

There’s a sub-trend worth

of people who claim to be Web

noting: More pet care businesses will

Marketing experts but aren’t. With

invest extra time and energy to find

so many options, there are bound

companies that can deliver quality

to be hundreds of great companies

customer service in addition to strong

that stand out, as well as thousands

results. The days of falling for cold-

of fly-by-night Web firms that are

callers and SEO email scammers are

out to make a quick buck from an

numbered. We call it the “fool me

unsuspecting and trusting client. For

once, fool me twice” phenomenon, and

that reason, 2016 should continue to

expect more businesses to be willing

polarize consumers’ opinions about

to pay a premium for recommended

digital advertising as a whole. Those

service providers that they can trust

who are fortunate enough to find a

– all so they can avoid some of their

provider they can really trust will

previous pitfalls.

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SMB’s USAGE OF

ONLINE

VIDEO

BY ANNUAL MARKETING BUDGET SIZE 2015

2014

131%

71%

INCREASE

12% 7% Budget Less than $10K

ONLINE VIDEO

AS A MARKETING TOOL

According to Cisco’s Visual Networking

37% 16% Budget Greater than $10K

DIY repair instructions, while others have

watching videos, and they’re beginning

index, video makes up 64 percent of all

moved straight to advertising on other

to take that into account when ranking

Internet traffic, and it’s forecasted to grow

videos. Both of those strategies are likely to

Websites by relevancy (not to mention,

to 80 percent of all traffic by 2019. Web

become more common in 2016. Some pet

Google owns YouTube, so there’s a clear

users today prefer to watch videos rather

care companies market themselves using a

correlation there). Videos as a marketing

than read content, so service businesses

video on the Home Page of their Website.

tool will definitely continue to increase in

have begun to react accordingly. Some

As for how video relates to SEO,

popularity in 2016, and its impact on your

have chosen to simply provide information

Google and the other search engines are

Website’s search rankings are likely to

videos about their companies or basic

surely aware of the fact that Web users like

follow suit.

CALL RATING / LEAD SCORING In an effort to become smarter marketers, a small percentage of pet care companies began using call recording software over the last few years, and there appears to be a significant uptick on the way. It’s an important tool for marketers who want to make sure they’re getting the most value out of their employees’ inbound calls, measure employee performance, and more. There is an increasing amount of companies that are providing these services – and at an affordable price. They’ll record your calls, report how many you received and from where, and even rate the calls for you. It used to be a strategy that only the top 1 or 2 percent of pet care companies employed, but moving into 2016, that number is sure to increase significantly.

PET BOARDING & DAYCARE

Synder

PET BOARDING & DAYCARE

TRENDING DOWN

Consider reducing your focus/marketing in the following:

SOCIAL MEDIA

Social Media still serves a major purpose in the pet care industry. But, after its growth phase a couple of years ago, businesses quickly learned that

AS A LEAD GENERATOR Social Media content cannot be relied upon for a steady lead flow. Dollars, time, and energy are all better spent on other marketing strategies (like many of the ones listed above). Note that paid advertising on Social Media is on the rise, and could be huge one day. We expect it to be as large as Google Advertising in the near future. Here’s a simple Social Media plan that is becoming increasingly popular: Plan out some posting tips/ideas for Facebook and Twitter at the beginning

YELLOW PAGES / NEWSPAPER ADS Surprised? You shouldn’t be. Consumers just aren’t opening up Yellow Page Books or newspapers to find service providers as much as they were 5-10 years ago. They are far more likely to type a search online and scan a company’s

of each month. That way, you can spend no more than a few minutes each day, or even each week, posting interesting, engaging content on the two most popular Social Media platforms, without exhausting too many resources to do so. Post pictures of your facilities/ staff often, and include occasional offers. There is certainly value to be had by being active on Social Media and staying in front of your existing customers, but look elsewhere if you’re focused on growing your business.

CONTINUE TO SHRINK

Website in order to request a service. Businesses have been picking up on this trend for years and have understandably pulled their marketing dollars out of traditional marketing channels. While there is still a small audience that uses

those channels to find local businesses, that audience is dwindling. So there might be some value to investing some marketing dollars to target those smaller audiences, but focus the majority of your dollars in more modern channels.

Bringing It Together These trends should provide excellent insight into what businesses might be doing a great job of heading into 2016, as well as why they might want to work on a few items a bit more. Ultimately, it’s important to at least be aware of all these trends so you’re prepared to adjust on the fly, should changes be needed at any point in 2016. The more you’re familiar with, the better prepared you’ll be to win more business on the Web. n Alain Parcan is the Director of Marketing for Market Hardware, Inc. Market Hardware helps pet care businesses compete on the Web with professional Website design and strategic Web Marketing programs, and offers special discounts for pet care businesses. You can reach Alain’s team at 888-381-6925. 24

PET BOARDING & DAYCARE

PROFILE OF SUCCESS

DR. BOYD’S PET RESORT & VETERINARY CENTER

Where guests Sit, Stay, Heal, and Play By Kathy Hosler

Photos By Jennifer Ellis

PET BOARDING & DAYCARE

“When we began to design, we did it from

the dogs’ perspective.” — Dr. John Boyd

Founder and CEO of Dr. Boyd’s Pet Resort & Veterinary Center

rom the moment you enter the expansive, welcoming lobby of Dr. Boyd’s Pet Resort & Veterinary Center, you step into a world that has been designed around the desires and needs of the pets that they serve. “It’s a brand new sector of pet care called Veterinary Hospitality,” says Dr. John Boyd, founder and CEO. “We are open 24/7 and we provide complete pet care. Our all-inclusive pet resort offers veterinary supervised overnight boarding, day care, and date care, plus training, and grooming services. And,

our full service veterinary hospital provides medical, dental, and surgical care, and also physical rehabilitation services...all under one roof.” Four years ago the first Dr. Boyd’s Pet Resort & Veterinary Center opened in San Diego, California. Before beginning construction on the San Diego facility, Dr. Boyd spent a lot of time selecting the right location and designing the layout of the facility. “When we began to design, we did it from the dogs’ perspective,” shares Dr. Boyd. “We tried to avoid construction designs that would

PET BOARDING & DAYCARE

create anxiety in pets. For example, we selected flooring that would allow our guests to feel safe and secure. In many veterinary hospitals and boarding kennels, we see dogs come in and as soon as they step on tile or linoleum, their toenails splay out and they slip and slide. Their anxiety levels immediately go way up. So, we installed non-slip rubber flooring in our facility.” And, we’ve elevated all the ceilings to between twelve and twenty-six feet,” continues Dr. Boys. “It opens up the space. Dogs are not nearly so anxious

About a year ago, a second Dr. Boyd’s location opened in Irvine, California. This location encompasses 25,000 sq. ft. and has 200 bedrooms.

when they have open space.” The bedrooms for the overnight guests have glass front doors, and the other three walls are solid. This gives the dogs a den-like experience where they feel safe. There are raised cots for the dogs to sleep comfortably on and calming music plays to further relax the guests. Everything has been designed expressly for the dogs’ comfort...there are no astronaut or cowboy suites to impress the people. About a year ago, a second Dr.

Boyd’s location opened in Irvine, California. This location encompasses 25,000 sq. ft. and has 200 bedrooms. A unique feature of Dr. Boyd’s is that they have veterinary supervised boarding and daycare. “Having 24 hour vet care creates a level of comfort for the families and for us,” says Dr. Boyd. “If a pet gets sick or is injured while it is with us, we take care of it - at no charge to the owners.” Both of the locations have lots of indoor and outdoor play space. Fresh

PET BOARDING & DAYCARE

ocean breezes, lush trees, and beautiful foliage invite the dogs to enjoy their playcation to the fullest. Overnight guests and daycare attendees are divided into groups, and they romp together in carefully supervised all day play. There are pools for splashing and lots of play equipment to keep them engaged and active. There are multi-level structures in the play areas that add even more play space, and allow the dogs to climb, jump, and explore, and then relax in the areas underneath. Another exclusive service the resort offers is date care. When the pet parents go out for the evening, they don’t have to feel guilty for leaving their pets at home alone. The pets can have their own evening out at the resort, where they can have lots of fun while being safely supervised. And, all dogs are welcome at their facility. None are turned away for behavior problems. If a dog comes in that does not get along with others, they don’t participate in playgroups. Instead, they receive individual care, and are exercised separately from the others. Feline guests have their private bedrooms, but they also get to experience the fun and freedom of the great outdoors while they are in a

The hospital has a

surgical suite, x-ray and ultrasound

rooms, laboratory and pharmacy, medical

treatment rooms, and a dental suite.

safe enclosure. They have a fabulous treehouse environment where they can play, jump, climb, and explore. They can even run on a huge cat wheel if they want. Both of Dr. Boyd’s locations have instituted twenty-four hour pricing. “We are always open,” says Dr. Boyd. “When you bring in your pet to board, the clock starts ticking. Whether you drop him off at 10 AM or 10 PM, you

have twenty-four hours. Beyond the twenty-four hours, every hour the pet is still there, there is a $5 happy hour charge. This way, clients don’t have to co-ordinate their life to the hours of the resort - we are there to service them at their convenience.” “When you are a 24 hour facility, it’s fair for everybody,” Dr. Boyd continues. “Both of our locations are on the freeways and near airports. Our

PET BOARDING & DAYCARE

convenient locations and our 24/7 hours are an appreciated service. The client’s pets are not held hostage until regular business hours, they can get them anytime that works with their schedule.” The full-service on site veterinary hospital is a very busy, yet relaxed place. The hospital has a surgical suite, x-ray and ultrasound rooms, laboratory and pharmacy, medical treatment rooms, and a dental suite. They even have a

Whether it is a simple bath, a show groom, or getting a little wild with a bit of color - the resorts’ grooming salons can take care of any grooming request.

PET BOARDING & DAYCARE

Recovery Care Boarding option where they care for your pet after surgery, while keeping you informed of their progress. It’s great for working owners. Their physical rehabilitation department is becoming very popular with Dr. Boyd’s clients and those that have been referred by other local veterinarians. The pets can get their physical rehab and/or hydro therapy while they stay on premises, or it can be done on an outpatient basis. John Rubin heads up the training department at both resorts. They offer a myriad of training options, such as group training lessons, day training, resort stay and train training, and oneon-one in home training. Mr. Rubin has created a training protocol that will be taught to all of the staff members of the facilities. There will also be a dog trainer’s academy on site. Grooming and spa services are available at both locations. Whether it is a simple bath, a show groom, or getting a little wild with a bit of color - the resorts’ grooming salons can take care of any grooming request. One of the most important business building assets of the resorts is their website, www.drboyds.com. “The website is incredibly important to our brand and our business,” shares Dr. Boyd. “Initially, about 60% of our clients said that they saw our facilities from the freeway. Over time, our website and social media became the primary driver of clients to our business.” “A highly functional website is critical to business operations running smoothly. Our website is extraordinarily helpful for people and for us to be able to take online reservations live, and complete the booking in real-time.” We asked Dr. Boyd how important his staff is to the success of the resort. “The staff and team is everything!” said Dr. Boyd emphatically. “Anyone can build a beautiful pet care facility. The trick is developing operating systems and assembling a staff that

“We have training programs for each staff position and we have internships available for any team member who wants to advance to positions like veterinary technicians or dog trainers.” — Dr. John Boyd Founder and CEO of Dr. Boyd’s Pet Resort & Veterinary Center

has a culture of kindness, expertise, compassion, and knowledge, and that also works well as a team.” “We have approximately forty five team members at each resort,” continues Dr. Boyd. “We have training programs for each staff position and we have internships available for any team member who wants to advance to positions like veterinary technicians or dog trainers.” “We like to have growth within the system - we hire people, not positions,” shares Dr. Boyd, and then adds, “We get so much more done as a team as opposed to individuals.” It’s pretty clear that there is a great deal of teamwork involved in making sure that all the departments and services in these multi-business facilities run smoothly, while providing everything that a dog or cat could need or want under one roof. Dr. Boyd’s Resort & Veterinary Center - it’s veterinary hospitality at its best! n

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FACILITY DESIGN

Managing A

HEALTHY Pet Care Facility

By Outstanding Pet Care Learning Center ny pet care facility’s primary concern and goal should be to keep all pets healthy and happy. One of the most effective ways to accomplish this is to control the environment in which they are cared for. The ability to maintain a clean facility that is both disease and odor free effects all levels of proper pet care. On any given day in a pet care facility, many pets will come and go. Prior to pets’ arrivals, you have no real knowledge or control over where they have been or to what they may have previously been 1

exposed. Environmental management is necessary to maintain disease control, have a pleasant environment in which to work, and to have happy pets and happy owners. It’s unfortunately reasonably common to see occurrences of canine cough and canine influenza making national news. Ensuring your facility has the most up to date information is critical. Cleaning Products and Equipment Zoetis recently released their CIV Defense Handbook Canine influenza

disease information, tips, and guidelines for clinics and pet owners1. It has an abundance of valuable information to help prevent the spread of CIV, which includes the following cleaning recommendations2,3: • Clean with a detergent-based product first, then disinfect with bleach (5% NaClO diluted at 1:32 or 1/2 cup/gal). • Allow 10 minutes’ contact time for disinfectants, followed by thorough drying. • Surfaces contaminated with feces, urine, vomit, blood, or nasal discharge must first be cleaned with detergent and

Zoetis Inc. CIV Defense Handbook Canine influenza disease information, tips, and guidelines for clinics and pet owners (2016).

Crawford C. Canine respiratory infections in animal shelters. Maddie’s Shelter Medicine Program, College of Veterinary Medicine, University of Florida, 2011. http://sheltermedicine.vetmed.ufl.edu/shelter-services/tools-tips-fact-sheets/canineinfluenza/ Accessed January 2016.

3 UC Davis Veterinary Medicine Koret Shelter Medicine Program. Developing infectious disease policies and protocols in an animal shelter. 2012. http://www.sheltermedicine. com/library/developing-infectious-diseasepolicies-and-protocols-in-an-animal-shelter Accessed January 2016.

PET BOARDING & DAYCARE

rinsed before using disinfectant. • More disinfectant is not better! Overly concentrated disinfectant solutions are damaging to skin, eyes, and respiratory tract, and can worsen disease due to tissue irritation. • Dedicate separate cleaning supplies, rubber boots, and disposable gowns to each area. • After handling any dog, disinfect hands with 15-20 seconds of thorough handwashing with soap and water. The choice a pet care facility owner makes in a disinfectant is critical in terms of safety and effectiveness. Once that choice is made, it’s your responsibility to apply that disinfectant in a proper manner to ensure it is doing the job as intended. It’s important to follow the directions provided by the manufacturer and to be aware of its potential hazards and to know if it can be mixed safely with other solutions you might be using in the environment.

When cleaning, pay attention to the equipment you are using and that it is being used properly. Improper use can cause urine and fecal matter to become particles in the air, potentially spreading diseases. If a high pressure system is used, dogs should be removed from the general area. And fecal matter should be picked up prior to pressure spraying. The Importance of Odor Control No one wants to work, visit, or live in a place that has a strong or offensive odor. In order to promote our businesses and invite pet owners to visit and tour our facilities, we want to make sure our first impression is one that looks and smells good too. One source of odor comes from urine and fecal matter. Ammonia gas is produced during the breakdown of this matter, causing unpleasant odors and vapor in the air. Allowing waste to accumulate in enclosures will

greatly increase ammonia production. A buildup of ammonia may affect an animal’s eyes and lungs. Promptly remove and dispose of urine and fecal matter and follow disinfecting procedures, flushing the area with plenty of fresh water. Be very thorough – soiled areas overlooked during cleaning can continue to be a problem source. Disinfectant choice and application, combined with good ventilation, play a role in odor control. As your boarding numbers increase, the potential for odors will increase as well. Some things that will help include: • Good, frequent housekeeping • Using a good disinfectant • Keeping enclosures dry • Keeping enclosures free of urine and feces • Changing kitty litter boxes often • Keeping pets dry • Storing foods properly to prevent spoilage

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• Keeping dishes, buckets, and

Every pet entering your facility should have an up-to-date vaccination record. This record should be presented to you in writing or call the pet’s veterinarian directly to obtain the records.

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equipment clean • Keeping sinks and drains clean and clear

If you detect an odor that shouldn’t be there, investigate. Try to find where it’s coming from so you can take care of it. It could be coming from a sick pet! Provide Proper Ventilation/ Cooling/Heating Many infectious microorganisms are airborne, transferring from animal to animal as they are carried by particles floating in the air. Controlling ambient air, thereby lowering the number of floating particles, reduces the chance that animals will breathe infectious bacteria, viruses and fungi. To successfully control these particles, keep the air dry. By doing so, the microorganisms will dry up and die. Dry air is difficult to maintain in a pet care facility because of frequent water use, animal respiratory vapors, urine, etc., and a relative humidity that is sometimes like a tropical rain forest. However, a good ventilation and HVAC system will help decrease the relative humidity through the process of bringing in fresh air and exhausting moist air. No matter how basic or how sophisticated a ventilation system is, it is only as good as the person operating it and the overall cleanliness of the area to be serviced. To maintain optimal conditions, understand how the HVAC system works and know how to use it. Only then can environmental management make a positive contribution to an overall disease control program. Maintain Strict Policies on Requiring Current Vaccinations Every pet entering your facility should have an up-to-date vaccination record. This record should be presented to you in writing or call the pet’s veterinarian directly to obtain the records. Pets not properly vaccinated are

PET BOARDING & DAYCARE12/9/14 2:49 PM

PET BOARDING & DAYCARE

Pets should be checked for external parasites and for any existing abnormalities. An animal that is dirty or infested with external parasites should be groomed and parasite free before entering your facility. at an increased risk to become ill because they have not built up immunities. By requiring vaccinations and only accepting healthy pets, the facility is protecting all the pets in its care and preventing the spread of illness. It’s important to know and understand the vaccinations that are required by your facility and the potential strains that they are protecting against. Enforce a Policy of Accepting Only Clean and Healthy Pets Another factor in disease control is

that of a pre-entry exam. Pets should be checked for external parasites and for any existing abnormalities. An animal that is dirty or infested with external parasites should be groomed and parasite free before entering your facility. In addition to abnormalities, a visual check of eyes, ears, genitals, and teeth (if can be done safely) should be done. This is to detect a pre-existing or potential problem and it can also provide a baseline of the pet’s health. If you note anything unusual, it can be watched and monitored during the pet’s stay. Always communicate

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with the owner if you have any concerns or even notice anything that might not be of urgent nature but should be checked. Once an animal is in the care of your facility, maintain careful monitoring and observation. If a disease or condition manifests itself during the pet’s stay, it will be readily noticed and the necessary steps can be taken to control it. There is also a secondary benefit; by monitoring and spending time with a pet, you will also reduce the pet’s stress level. Carefully Monitor to Ensure All Pets are Healthy and Happy A facility that is kept clean, odorfree, has good ventilation, and attentive employees will naturally decrease the amount of stress an animal may have to deal with when entering the facility. The primary goal of any employee at a pet care facility should be to keep all of the pets in their care healthy and happy. Owners contribute to this by keeping employees educated and happy as well. When employees feel part of a greater purpose, it will show up in their work and contribute to happy and healthy pets, and happy pet owners. Continued education and training for staff is important to maintain the highest quality of care and keeping the pets in your care happy and healthy. Keep staff focused on: • Having a good work ethic • Cleaning and following protocols for the prescribed methods for your facility • Using proper animal handling

techniques to assure everyone’s safety • Paying attention to the safety and security of all pets in your care • Being mindful of proper safety and security for the team • Maintaining good observation, medication and tracking records • Knowing the importance of vaccination requirements • Being aware of potential parasites • Providing proper nutrition • Monitoring the pets in your care • Being able to recognize the symptoms of possible illnesses and diseases, accidents, or injuries • Knowing when to seek proper veterinarian care • Being capable of administering emergency first aid to an injured pet. As you already know, caring for pets is a great responsibility. By ensuring we execute these areas well, we’ll be creating a healthy population, and happy pet parents who want to keep coming back and spread the word that your facility is one of the best places to bring pets. n Outstanding Pet Care Learning Center is dedicated to protecting and growing the Pet Care Industry through World-Class Pet Care Training and Education. OPC Learning Center’s curriculum: • Delivers necessary pet care training in the convenience of your facility, Saves training, time and energy of owners and managers • Provides convenient, technicallyadvanced format for immediate access • Offers immediate on-line testing to give you assurance that the material was understood • Reduces potential injuries to your staff and guests • Can increase health and happiness of the pets in your care • Protects you, your staff, and your bottom line For more about our courses, visit: www.OPCLearningCenter.com PET BOARDING & DAYCARE

PLAN DON’T LET YOUR FACILITY FALL TO DISREPAIR By Craig McAllester

As daily temperatures begin to warm and spring cleaning time approaches, take the necessary time to carefully inspect your building for signs of wear that might be repaired before becoming major repair concerns.

ear and tear on your building adds up quicker than you think. For example, one morning you may notice a musty smell that you have never noticed before. Then, before you know it, everything seems to stop working, or leaks, or needs painted, or whatever, and the whole place is in need of a total renovation. If left unchecked, things will indeed go wrong quickly. Here are Three Different Examples: • Early in December, I got a telephone call from the president of a humane society in the Midwestern United States. He was telling me how his whole shelter was falling apart. The years of neglect had left them with a building that is all but falling down. Nothing works, the roof leaks, the drains will not drain, the heating system does not work and winter was just starting. I could hear nothing but total despair in his voice as he described the circumstances. What was he to PET BOARDING & DAYCARE

do? Where should he start if nothing at all worked? It was as if there was no beginning point for him. My heart sank as he told is tale. • This second example is that of natural and manmade disasters. Floods, storms, high winds, an earthquake or sinkhole, or any other natural type of devastation is something that may take your property without warning. A not-sonatural event might include a kennel in Northeastern Pennsylvania that exploded while propane was being delivered. In an instant, half of their building was gone. What would you do to rebuild, if, all of a sudden everything you have is gone? • In late December, I got an email from a humane society in Napoli, Italy looking to expand their kennels. This tale was of a different sort. Rather than having a building that was allowed to deteriorate or having a natural disaster take the building, these folks never had a building. Actually, their agricultural zoning district does not permit them to

PET BOARDING & DAYCARE

“

have a permanent structure. The entire facility is now made up of old warn-out recreational vehicle trailers that are scattered about and serving as kennels. These RV’s were now rotting away and they needed direction. They were asking me about using ocean shipping containers as a more permanent solution for animal housing. This would still be a non-permanent structure, but it would satisfy the zoning

regulation for no permanent buildings. I have written a few blogs regarding the use of containers as kennels. They are plentiful, inexpensive (for the building itself, that is), strong, fast to install, and, if done right, they will make a great boarding kennel or animal shelter for many years to come. If you need to renovate, renew, or start over completely, where do you

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begin? I recommend that you start with a plan. Our family has an old saying: “Make a plan, and work the plan”. I believe in this theory wholeheartedly. By developing a master plan, you can better know where to start. As money becomes available, you will know exactly where to spend it based on your plan. Otherwise, money, time, and effort seem to slip away without leaving behind any trace of their existence. If your repair needs are few; good for you! I still recommend, however, that you make a list of all those nagging things that never seem to get done. As other things develop, add them to the list too. All too often, things get forgotten. Then reorder your list often to keep the most important repair items at the forefront of your mind. For larger projects, new buildings, or even locating container kennels on your site, developing a complete set of drawings is the only answer for keeping the project straight. A site plan will show how the building(s) will fit on the site, and how much space remains for animal turnout yards and other areas. This allows you to see how the sum of the parts equals the whole. Having a plan will show how all components of the facility will take place and work together. It allows you to see how any future expansion will fit in as well. Containers are a great consideration for a way to grow the size of your facility, just add more as money becomes available. n Craig L. McAllester, President of Craig L. McAllester, Inc, kennel designer, has been designing veterinary hospitals, boarding kennels, animal shelters, police, military, and U.S. Department of HomeLand Security/Boarder Patrol working dog kennels here in the United States of America, and in countries around the world, since 2003. Craig may be contacted at 877-234-2301. Email: Craig@KennelDesignUSA.com Website: www.KennelDesignUSA.com

PET BOARDING & DAYCARE

ANIMAL HEALTH

GDV/ A Preventable Nightmare

By Dr. Lisa Aumiller

astric Dilatation Volvulus, GDV, or more commonly known as Bloat, is a rapidly progressive, life-threatening condition in dogs that can be any kennel’s worst nightmare. Most kennels have had this experience at least once. It is important to train all your staff so that they know which pets are at risk for experiencing this condition and to be aware of the early warning signs. What is the Difference Between Bloat and GDV? Bloat is the expansion of the stomach. This could be from air (excessive panting), overeating, or a combination of the two. Gastric Dilatation Volvulus is when the stomach dilates as in bloat and then rotates on its self. What Do Pets Experience with GDV? Pets suffering this condition

experience their stomach dilating and expanding, causing the pressure to increase within the stomach. As the pressure increases, the stomach can twist on its axis resulting in loss of blood to the stomach lining and spleen, prevention of blood returning to the heart from the abdomen, rupture of the stomach wall, and pressure to the diaphragm preventing the lungs from expanding making breathing difficult. The condition is very painful and the pet can go into shock very quickly. What Type of Pets Can Succumb to GDV? All breeds of dogs have been reported to have bloat or GDV. It is most commonly seen in large breed dogs with a deep chest such as Great Danes, Mastiffs, St. Bernards, Weimaraners, Dobermans, Setters, Bassets, etc. However, even medium size dogs can succumb to this as well as dogs

that have a tendency to over eat like Beagles, Pugs, and Cocker Spaniels. What Are the Risk Factors? • Stress is a huge risk factor. Large breed, deep chested dogs who are stressed and constantly panting are at extreme risk. Aerophagia (swallowing air) is, in my opinion, one of the main reasons we see this occur in kennels. If you have a large breed dog that is overly stressed or panting a lot consider finding a situation in your kennel that puts the pet at ease (move pet to a quieter place, larger cage, have the pet hangout with the staff, etc.) If you cannot make the pet more comfortable please contact the owner or veterinarian on record to ask for help to make the dog more comfortable. The owner will be happy that you are trying to make their pets stay as comfortable as possible. • Feeding only one large meal a day. It is better to feed 2-3 smaller meals daily.

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• Age. Older pets are more

large bowls refilled. Pets that play

susceptible. If the pet has a splenic

hard and then return to their quarters

tumor, the pet will also be more likely

and drink ravenously can have a lethal

to have a GDV. The spleen attaches to

combination of aerophagia and a heavy

the stomach, so if the spleen is pulling

stomach from too much water. Consider

abnormally on the stomach, combined

allowing pets to calm down a little before

with too much air or food in the

offering a full bowl of water. • Eating and exercising. Make sure

stomach, a bloat can occur. • Excessive drinking. If you have

after a meal the pets rest for a few hours

a pet boarding that is a stress drinker,

prior to playing. Again, a heavy stomach

please make sure your staff offers small

combined with aerophagia could

and frequent amounts of water - NOT

predispose the pets to bloat occurring.

What are Signs of a Pet Having Bloat?

Bloat occurs very quickly. These initial signs are lifesaving! If a pet is experiencing these signs, please call a veterinarian ASAP to evaluate the pet, as there is nothing the staff can do if the harmful effects of GDV have already set in. • Acting restless, panting • Drooling • Trying to vomit and unable to vomit • Swollen stomach As with any disease, knowledge is power and prevention is the key to keeping pets safe while they stay with you. Please post this in your staff room and share at your next staff meeting to help save lives! n

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250 lb Lift Capacity

42” 24”

NEVER LIFT A BIG DOG AGAIN!! Lowest Height You can own one for approximately

$250/mo.

Highest Height

Only from

Safety and efficiency are key to a productive business.

Ask us how!

www.TablesNTubs.com

(888) 333-0827

Easily adjusts to bathe any breed, big or small comfortably and without stress or strain!

bob@tablesntubs.com

PET BOARDING & DAYCARE

NEW PRODUCTS to wash muddy dogs after play.

situations or shield your pet against

commercial 10” stainless steel tower.

black flies, gnats, ticks, fleas,

The pedastal is fabricated from a

This unit may also be powder coated in many different colors. For more information please contact LIVIN THE DOG LIFE ™ 800-931-1562

www.LivinTheDogLife.com

biting insects, such as mosquitoes, bees, wasps and even bed bugs.

The unique blend of essential oils in each patch release a pleasant

aroma that provides up to 72 hours

of continuous protection. Great for

travel, anxiety, restlessness, hiking, camping, fishing, running, boating or any outdoor activities. Simply peel and stick patch on collar,

lead, harness, kennel, bedding or clothing. DEET FREE!

DOGGIE WATER STATION DRINK, WASH, COOL

www.noblepetcompany.com info@noblepetcompany.com

Dog park products and design

company, Livin The Dog Life ™

CLASSIFIEDS

presents a new way to hydrate and

cool off our canine companions. The Drink, Wash, Cool ™ Water Station

same unit. Designed with a slow

NOBLE PET COMPANY 100% ALL NATURAL AROMATHERAPY PATCHES

allows dogs the opportunity to easliy

wellness power of aromatherapy

is a great way to provide hydration, washing feature and cooling in the

draining pet fountain basin, this item hydrate. Attached to the side of the unit is a hose that can be used for a quick cool down, or allows you

Our patches combine the

with the versatility to stick

anywhere, anytime to help calm

and relax your pet during stressful

CALL (717) 691-3388 EXT. 206 TO PLACE A CLASSIFIED Rates: 25 words or less – $50 Each additional word – $2 each Classified ads must be prepaid. Call for issue deadlines. Agency discounts do not apply.

PROVERBIAL WISDOM We toss the coin, but it is the Lord who controls the decision. Proverbs 16:33 Living Bible

PET BOARDING & DAYCARE