Pet Boarding and Daycare November December 2019 by Barkleigh Productions

VOL 9 â&#x20AC;¢ ED 6

NOV / DEC 2019

WWW.PETBOARDINGANDDAYCARE.COM

and daycare magazine

SETTING BOUNDARIES

IN YOUR BUSINESS

WHEN

DISASTER STRIKES

STR ATEGIES TO

HELP YOU ROLL WITH THE PUNCHES

Profile of Success

WOOF PACK PHOTO CREDIT: DIANA ROBINSON, OWNER OF BIDWELL WALKIES PET BOARDING & DAYCARE

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and daycare magazine

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N OV E M B E R / D E C E M B E R 2 0 1 9

CONTENTS

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

PROFE S SIONAL

VICE PRESIDENT Gwen Shelly

PET BOARDING CERTIFICATION

CHIEF OPERATIONS OFFICER Adam Lohr

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DIRECTOR OF MARKETING & CLIENT RELATIONS James Severs

C E R T I F I C A T I ON

SET TING

ADMIN / MARKETING ASSISTANT Karin Grottola

BOUNDARIES November 18, 2019

BUSINESS

SOCIAL MEDIA / PR COORDINATOR Evan Gummo

LAUNCHES LEVEL 1 AND 2 ONLINE COURSES

CONTACT

Animal Behavior 6

Defining the 5 Causes of Aggression

Business

Copyright November 2019. Pet Boarding & Daycare is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Pet Boarding & Daycare c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com

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THEY SPEAK DOG

18 26

Online Reservations: Convenience at What Cost? 7 Proven Blog Topics for the Pet Boarding & Daycare Business

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When Disaster Strikes

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46 50

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Health

Lick Lesions Defined

Industry News 58

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EXPO 5

ANIMAL BEHAVIOR

By Steven Appelbaum

oarding and daycare facilities typically see a myriad of behavioral challenges from their canine guests. Most are pesky and harmless; jumping up on people, excessive barking, whining, occasional chewing and a general lack of obedience are common examples. Some dogs react to boarding and daycare by being overly rambunctious, while others can be withdrawn and shy. Patience and kindness can work wonders in helping dogs stressed about being left by their owners to accept and

even grow to enjoy their stays. One behavior that is more difficult and dangerous to deal with is aggression. Dogs become aggressive for a number of reasons. These include but are not limited to; fear, learned, pain, dominance and illness. Understanding root causes is critical to treating any problem, as aggression is often a symptom of an underlying causative factor. Let’s look at some of these. Fear When a dog is fearful, the most common reaction is for them to put

PET BOARDING & DAYCARE

distance between themselves and what scares them. Dogs go through critical developmental periods at young ages, and experiences they have (or don’t have) during these times can be one of the reasons why they are fearful of certain things afterwards. The general socialization period ends at about 16 weeks. If dogs don’t get around people during this time, or their involvement with human beings at this juncture are negative, they can be fearful or uneasy around people. Some experience trauma during this time.

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Loud noises and negative encounters with objects or people can all cause problems when they get older. Fear of people is common with dogs that aren’t socialized properly. As noted earlier, most dogs will simply move away from things that scare them, but a boarding or daycare situation is different. In this environment, escape isn’t always easy. When a dog tries to escape, and can’t, they can become aggressive. This type of behavior can be treated but it takes time and experience, and is not without some risk.

is almost always

connected to other root causes. Fear being the most common.

Learned This one can cause confusion. While occasionally I would work with dogs whose owners had deliberately taught them to be aggressive toward people, that’s not the most common type of learned aggression I saw. The most common is simply a dog that has

PET BOARDING & DAYCARE

learned that aggressive behavior gets them a desired result. Let’s look at an example: A dog is fearful upon greeting new people. She normally just runs away. However, on several occasions, the owner put the dog on a leash prior to her meeting a guest and prevented her from escaping. The guest approached the dog and, frantic, the dog snapped or lunged at the guest. This caused the guest to cease their approach and back off, which was perfectly understandable. In this instance, the dog’s aggression stopped what the dog considered a threat. This means, from the dog’s point of view, the aggressive behavior was successful. After a few times, most dogs reacting this way, will have learned that the best defense is a strong offense. Learned aggression is almost always connected to other root causes. Fear being the most common. And

For example: A dog experiences rough handling at a grooming facility. She reacts by snapping at the person who responds by backing off. sometimes owners would teach this

not the best way to train, such methods

be worked with, but as noted throughout

behavior without realizing it.

can compound challenges by causing

this article, it takes an expert and should

aggressive responses in the dogs who

not be undertaken without serious con-

are being subjected to them.

sideration of the real risks.

Pain A dog’s reaction to pain will vary

Learned behavior often occurs in Dominance

depending upon the dog. Some will

conjunction to pain elicited responses.

yelp and try to run away. Others will

For example: A dog experiences rough

cower and shut down—and others

handling at a grooming facility. She

stood this one. The thinking went like

will become aggressive. This kind of

reacts by snapping at the person who

this: Dogs are descendants of wolves

aggressive response is one of the many

responds by backing off. Perhaps this

and wolves are territorial pack animals.

reasons why punishment-based training

occurs at home as well. Within a very

Within the pack there are leaders and

methods can be problematic. Aside

short period of time, anyone touching

followers, each fitting into a hierarchy.

from the fact that using pain or the

the dog runs the risk of being growled at,

The pack was ruled by the “Alpha” or

threat of pain as a motivation is simply

snapped at or bitten. Dogs like this can

“Top Dog” who generally enforced his/

PET BOARDING & DAYCARE

For many decades, people misunder-

her rule by tooth and claw. This theory

responses both dogs and wolves engage

was believed by countless generations of

in when communicating with one

people familiar with such stories as Jack

another. Physical punishment is a last

London’s “Call of the Wild.”

resort as it runs the risk of injury and

Since dogs are related to wolves,

getting hurt in the wild can mean death.

the theory goes they must also be pack

What’s more, leadership positions

animals and need to be taught that their

in a group are sometimes fluid. The

owners were Alpha. Physical punish-

bottom line is that old methods of

ment and techniques like the “Alpha

establishing leadership or dominance

Roll Over”, where a person is supposed

using physical punishment have been

to grab the dog by the scuff of their

largely abandoned—which is a good

neck and roll them into a submissive

thing. However, this doesn’t mean

position on their backs, were created to

that some dogs don’t have assertive

mimic this supposed wolf-like behavior

dominant personalities and that these

and assist the owner in establishing

dogs won’t be aggressive if a person

them as Top Dog. The problem is that

tries to handle them in a way they don’t

we have come to understand that nei-

like. Dominant aggressive dogs are a

ther dog nor wolf behavior is that black

real thing and it takes an experienced

and white.

trainer to work with them in a humane

There is an incredible array of subtle

and effective fashion.

body cues, vocalizations and behavioral

Illness We’ve all read this disclaimer a thousand times: “Check with a doctor before starting _____”. All too often people ignore this advice. It is best not to when it comes to ruling out any type of physical ailment that could be causing a dog’s aggressive behavior. This is especially true if the dog appears to be lethargic, sick, in pain or unusually sensitive to being moved or touched. I have seen and heard of countless cases of dogs whose aggressive behavior was stimulated by some sort of illness or injury the owners simply weren’t aware of. Aggressive behavior can be difficult to address without a great deal of specialized experience. Facilities who are seriously considering allowing aggressive dogs to board with them need to work with a

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trainer or behavioral specialist who has

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ble references. Whatâ&#x20AC;&#x2122;s more, you will need to make certain that only trained people come into contact with these dogs.

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PET BOARDING & DAYCARE

BUSINESS

SET TING

BOUNDARIES IN YOUR

BUSINESS By Annalisa Berns

At your facility, you have rules about the care of your furry guests. But what happens when those rules are tested?

PET BOARDING & DAYCARE

he relationships with clients, staff and ourselves are the three primary interactions

that benefit from boundaries when operating a business. Setting boundaries is for safety first.

Post signs to include hours and policies. Putting rules in writing isn’t just to protect your business, it is to help clients clearly understand.

Assume Good Faith Start with the idea that the other person involved has positive intentions. They probably only want the best for their beloved pet, their budget or themselves. Sometimes as business owners with past experiences and history, it is difficult to not have a bias. Take each person as an individual and assume good faith. Boundaries for Clients The number one boundary that clients seem to test is pick–up and drop–off times, but there are many others that need addressing. Here are some tips to consider:

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• Put it in Writing

Require clients to sign a Policies and Procedures Form or Waiver, including your hours and contact guidelines. Post signs to include hours and policies. Putting rules in writing isn't just to protect your business, it is to help clients clearly understand. Review the information and make sure it is clear and concise. Use simple terms. Bullets are often easier to understand than lengthy paragraphs. Have someone else read your forms and give feedback if anything is unclear. • Set a Timer

Using a timer is a great way to set boundaries for clients and yourself, too. The timer on your cell phone works, but a kitchen timer is even bet-

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ter. Identify how long you want a task

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TIPS FOR

SET TING HEALTHY

BOUNDARIES 1. Identify your boundaries.

to take and set the timer. For example,

to other staff members so they know

try using it when returning new client

exactly how you want calls or situations

inquiry calls. You might estimate that it

handled. Record yourself talking to find

should take X minutes to return a call and

out what you already say. Then, commit

answer three questions. Set the timer and

it to paper and add what you think is

hold yourself to it. If you find that clients

critical. For example, pick–up times and

have more questions that you can answer

cancellation information.

in that time, consider making a FAQ to email people and post it on your website. You could even make a welcome video. The benefit of setting this boundary

Boundaries for Staff Retaining good staff is one of the challenges for business owners.

2. Ask yourself, "What makes me feel stressed or uncomfortable?"

is the person knows you will commu-

Boundaries are critical in keeping

nicate your logistics and it builds trust

staff—and your sanity!

3. Simply say “no”.

and confidence in you. It also provides

• Identify Flexibility and Rigidity

4. Trust your gut.

you with screening information if the

Make a list of areas to be flexible in,

person is testy, inflexible or demanding.

5. Be direct. 6. You don't need to apologize for having a boundary.

and areas where it isn't possible. The

• Make Scripts

reasons might not matter, it can simply

A script is a tool used in everything

be what works for you. For example,

from teaching to telemarketing. Simply,

with staff, you might be flexible about

7. Use a polite, kind and firm tone.

it is a set spiel. You might already have a

talking on their cellphone when

script you use—without realizing it. If you

cleaning, but not while supervising

8. Understand that different people do things differently, and have different boundaries.

find yourself saying the same sequence

play time. Review this list with staff.

of things to new clients, that is a script. If

One of the benefits of outlining both

you aren't using one yet, it can take stress

is that you are strengthening pathways

off of you and help set boundaries.

of communication and setting up clear

Consider writing and using a

expectations and boundaries. It shows

9. Accept your boundaries and other people's too.

script for new clients, quoting prices,

flexibility when possible, but it isn't

outlining rules and how you do things

always possible. Once you have identified

at your facility. You can give this script

these areas, include it in a staff manual. As new situations arise, add items to that list. • Appropriate Behavior

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Keep in mind that every staff member has different experiences, training and knowledge. Learning proper behavior comes out of first-hand experience and the learning process. It can take some patience, but as each instance comes up, it is the manager or owner's responsibility to address behavior and set boundaries. Don't ignore unacceptable behavior. Boundaries for Yourself As business owners and managers, often the most challenging boundaries to

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set and keep are with ourselves. Not taking vacation or sick time, not budgeting for emergencies and retirement, and keeping the phone on and with us at all times

PET BOARDING & DAYCARE

SIMPLY

Don't agree to do something that makes

SAY NO (even while on honeymoon!) are just some examples of this "bad behavior" towards ourselves. • Turn the Phone Off A study performed at the University of British Columbia of 300 people found that when people had their cellphones with them (even just sitting on the table not being used), they "felt more distracted, which reduced how much they enjoyed spending time with their friends/ family." Plus, there is some research that indicates unplugging may actually improve quality of life. When unplugging, people spend more time with family and friends, get more exercise, cook more often and eat healthier foods. The problem with answering the phone 24/7 is that you are "on call" all the time. It isn't good for your mental

you uncomfortable. You might decide to explain why, but you aren’t required to.

health, always waiting and being ready for emergencies. Consider hiring an answering service for after hours. They can screen calls and notify you only after identifying a true emergency. Or, give the responsibility to an on–call manager. For other scenarios, like a client wanting to check on their pet at 11pm, create a script and give it to the answering service or on–call manager. • Get a Financial Planner or Money Coach If you aren't taking care of your financial needs, hire a professional to work out your finances. Some of the boundaries many business owners need help setting is paying themselves enough, taking sick days and vacations, and planning for retirement. One boundary that is critical is to

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commit to vacation time—and stick to it. Work the time off into your budget. Put it on the calendar and make a plan. Either hire staff to handle business while you are away, or better yet, close up shop. • Simply Say No Don't agree to do something that makes you uncomfortable. You might decide to explain why, but you aren't required to. This includes giving extra discounts, making exceptions or accepting difficult clients. It is okay for people to ask for clarity, exceptions and information. But, it is also okay for you to say "no" and give as much or as little information as you choose. If saying "no" or setting boundaries makes you uncomfortable, remind yourself that it is necessary for safety and sanity. Start with small steps, and boundaries with yourself. Get support from friends, other business owners and professionals. The more you practice setting boundaries, the easier it gets. Annalisa Berns, owner of Pet Search and Rescue, offers lost pet recovery services and coaching. Berns is a lost pet K9 Handler and Licensed Private Investigator (California). With over 14 years of experience, Berns is passionate about educating people about how to find lost pets. Author of the Lost Dog Recovery Guide and Lost Cat Recovery Guide, ebooks to bring lost pets home. Guest speaker at Groom and Kennel Expo, Western States Veterinary Association twice and American Veterinary Medical Association conference. For more information, visit www.PetSearchAndRescue.com or call toll free 800-925-2410.

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PET BOARDING & DAYCARE

Online RESERVATIONS

he internet age means fast-developing technologies are keeping business owners on their

toes with increasing pressure to adapt. Many of today’s pet parents embrace technology, paying close attention to your company’s website, social media presence and electronic accessibility. You’ve probably been asked by your clients—what about letting us make reservations online? It may seem like an easy win, streamlining your reservation process and saving your company time. But what lurks behind this flashy technology is a serious potential trap. Before you try to cross it, you may want to consider these three risks online reservations may pose to your pet care business. 1.Commoditization Some industries suffer from commoditization, which is a psychological state where buyers may show: • Rampant skepticism • Routinized behavior • Minimal expectations • Strong preference for quick, effortless transactions • Little attention paid to any purported differences • Decision–making based on price Commoditization happens when there’s no discernible difference to the client whether they choose one company or another for a service or product. Consumers typically don’t care about who provides their milk, gasoline or corn. The same goes for services like electricity

CONVENIENCE AT WHAT COST?

and trash pickup. They end up with the same product or result, so it doesn’t matter to them where it came from. The customer will choose the provider that has the cheapest price or the highest convenience every time because there are no other factors they deem important.

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In a commoditized industry, this is true regardless of the differences purported by the companies or how important/helpful

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Pet care is a highly emotional business, and there’s nothing sentimental about an online reservation form. Even in this increasingly digital era, when a loving pet parent makes their choice of a pet care facility, they will likely reach out and make “real” contact. those differences might actually be to

premium pet care that’s a step above the

money and likely die if you try to offer

the customer’s satisfaction.

rest, online bookings won’t work for you

the lowest price on the market. The

the way they might for Ritz Carlton. Pet

best way to fight commoditization is to

able to battle commoditization by

parents making reservations online may

avoid it entirely.

spending billions of dollars on brand

not know or even care how wonderful

awareness. Consumers now know

your services are. Commoditization

there’s a difference between staying at a

means the lowest price and easiest

Ritz Carlton, a Holiday Inn or a Motel

transaction wins. You likely can’t com-

ness, and there’s nothing sentimental

6. Pet care businesses don’t have the

pete with some of the fierce competitors

about an online reservation form. Even

same large–scale marketing spend as

of today—especially app–based pet

in this increasingly digital era, when a

these hotels, and to many pet parents, a

sitters that can afford to charge incred-

loving pet parent makes their choice of

“kennel is a kennel.”

ibly low prices at significant losses to

a pet care facility, they will likely reach

capture market share. Whether rapidly

out and make “real” contact. Therefore,

or slowly, your company will bleed

a pet care company’s primary revenue

The human hotel industry has been

Online bookings are a quick route to commoditization. If you’re providing

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channel is the telephone.

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If you’re performing well on the phone, you could be converting two or even three times as many prospective customers than companies that prefer online booking. Sterile online forms simply don’t have the power or human element of a well–trained, competent phone staff. So, what entails a successful telephone process?

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to highlight your facility’s superior level of care • Connecting with pet parents’ emotions by creating a human link a computer screen can’t match • Skilled and carefully trained staff answering the phones • Positive phone voice and habits, like confidence and an enthusiastic attitude Online bookings only make sense if your business isn’t designed to succeed on the phone. If your pet care company

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provides basic services and you’re not charging premium prices, you may enjoy the convenience of online bookings without much of a revenue loss. Otherwise, you’re likely to experience a significant drop in customer spending over time. Current software systems for pet care are built for customer convenience and not for maximizing revenue. The most common software programs allow existing customers to either drop down to a lower activity level/package than their previous stays, or even decline one altogether. If the pet parent wants to purchase a basic or lower option, that’s obviously their decision—but making it so easy invariably results in diminished revenues. 3. Inventory Management Right now, you’re hopefully ramping up for a lucrative business

PET BOARDING & DAYCARE

period. The holidays are a critical, peak

holiday traffic. Accepting all reservations

them to send online reservation re-

time that represent a significant portion

as they come in—as with online booking

quests—not actual bookings—via their

of your yearly revenue. Making the

systems—completely removes your

websites. When a request comes in, the

most of this opportunity means careful

leverage in maximizing these revenue

ball is in your court to get the pet par-

design on your part, which online res-

opportunities. With more competitors

ent on the phone and make the most of

ervations unfortunately disrupt. All too

and technological changes than ever,

the lead. But they do need to be tracked

often, the customers who book first for

your business performance depends on

and managed carefully. If you don’t have

holidays are not the most valuable ones.

these peak periods for sustained success.

a reliable system to verify follow–up

Look out for:

While booking online is convenient, it

and resolution, your form conversion

• Short or awkwardly timed stays

comes with a hefty price tag that has the

rate is almost certainly painfully low.

• Selection of the cheapest options

power to stunt your growth.

The difference between average and

• Aggressive pets that bring increased risk

Human hotels have complex, multi–

quality performance with forms, tours

million–dollar algorithms and personnel

and phone calls equates to hundreds of

• Health and age concerns often mean

dedicated entirely to the inventory and

thousands of dollars per year in revenue

less spending and more liability

pricing processes. Sadly, nothing close

difference for the average facility.

• Existing customers who want

yet exists in the pet care industry.

low–value reservations, as opposed to a high-value new client I’m not recommending you turn

As the technology continues to Reservation Request Forms

evolve, online reservations may soon

I’d like to draw a distinction between

have a powerful role in our industry.

away every client who falls into these

online booking and reservation request

Until then, pet care business owners

categories—but it’s important to be

forms. Many of our clients compromise

must carefully navigate a balance

mindful of how you’re managing your

with tech–savvy pet parents by inviting

between the potential of the internet and the undeniable power of grounded, traditional, person–to–person business.

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BLOG TOPICS FOR

By Jen Phillips April

oes coming up with blog topics sometimes feel like you’re wringing a dry sponge trying to get a last drop of water out? Not finding any inspiration? Not to worry. Whether you’ve written a dozen posts, or you don’t have a single idea, this article will help you find new ideas and ways to share your knowledge in customer–attracting ways. After all, the statistics are in favor of blogging for business. Here are three:

• Websites with a blog see 434% MORE indexed pages than those without1. • Blogging attracts inbound links by 97%2. • Businesses with blogs attract more customers, with 67% more leads per month3. Blogging every month or every week can help your business get found online, build trust and give you something to share on social media. I think you’ll

PET BOARDING & DAYCARE

agree those are all worthwhile goals that add to the bottom line. Done right, blogging for business is an essential marketing tool that helps your pet boarding facility stand out in your local region and become a “go–to” resource. Still not sure what to blog about? Not to worry. Below are seven proven, pet–oriented blog topics, plus ways to expand them and turn each topic into two or more posts, all designed to attract new customers and be a resource.

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Near the holidays,

THINK

people are thinking about family visits and holiday gifts, so a post about best pet gifts will go over well.

Take it from me, there are endless

With a little practice, these will not

pet–related topics to blog about. I’ve per-

only produce ideas right now, but also for

from the heat. Near the holidays, people

sonally written more than one thousand

next week, next month and maybe even

are thinking about family visits and

pet-related blog posts since 2005. Maybe

next year. Write them down and keep

holiday gifts, so a post about best pet gifts

more. As you can imagine, I’ve developed a

adding to your list!

will go over well.

1) Think Seasonally

2) Create Your Own “Best of” List

particular strategy that includes frequently searched for keyword terms, questions your customers ask, and popular blog post structures like lists and how–to posts.

In summer it makes sense to write about how to protect dogs from loud

noises like fireworks and protect them

People love “best of ” lists. Look at all those community “Best of ” awards. What

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can you do “best of ’” lists around?

on individual topics.

“Best” dog products? “Best” dog activities? Keep it fun, ask your staff and customers, and I’ll bet you can come up with a ton of “bests.”

5) Share an Opinion What are your thoughts on CBD or raw diets? You don’t have to be a veterinarian to have an opinion, but if you

3) Answer Frequently Asked Questions.

SHARE TIPS

From ways to teach a

almost hear you thinking, “But I don’t

Every business gets the same ques-

want to be controversial.” That’s ok.

tions over and over. Maybe one of yours

You can share your thoughts in an edu-

is about playtime or what happens if one

cational way where you give examples.

dog is aggressive toward another. You

Or, if you don’t have any first-hand

have the experience and the systems in

experience with the topic, admit it. You

place. Share how it works in a blog post.

can say, this is a new thing and here’s what I’ve heard about it and then ask

4) Share Pet Care Tips

if your readers have experience with

From ways to teach a puppy to sit

puppy to sit to tips on

to tips on detangling a matted coat,

detangling a matted coat,

you have knowledge. Your staff has

you have knowledge. Your

the top pet care tips from [your facility

staff has knowledge.

have one, why not share it? Now, I can

knowledge. You can compile a list of name + town] or you can write a post

it. More than likely, they’ll be happy to share their thoughts. 6) Introduce Your Staff Why not do a regular Q&A feature where you introduce one of your staff

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to your customers? Your featured staff member can share why he/she enjoys working in pet care, if they have any special pet–related training/ certifications, and add in something fun like a favorite food or movie. This is a simple way to build rapport between your staff and customers. 7) Let Pet Holidays Be Your Guide From World Rabies Day (September 28) to National Train Your Dog Month (January), there are 3+ pet holidays every single month4. They’re bound to stimulate your creative juices! Notice that none of these include “how great your service is”, and that’s by design. Business blogging is all about providing solutions for problems. When you provide high quality information about pet-related topics, search engines will naturally rank your website higher, making it easier for your customers to find you. Now that you’ve read through these seven blog topic idea stimulators for your business, which ones gave you an “aha?” Which ones do you think you could easily turn into two or three blog post topics? References: 1. http://www.techclient.com/ blogging-statistics/ 2. http://www.stateofinbound.com/ 3. https://www.demandmetric. com/content/ content-marketing-infographic 4. https://www.wellnesspetfood.com/ our-community/wellness-blog/ complete-list-2019-pet-holidays

PET BOARDING & DAYCARE

PROFILE OF SUCCESS

I THEY SPEAK

DOG

By Kathy Hosler Photos provided by Woof Pack

t's a bit challenging to operate this type of facility," says Woof Pack owner, Bob Carbonell. "But, it's a great experience for the animals." When Bob Carbonell opened Woof Pack Daycare and Boarding, making it cage–free was his vision. And today that vision is a reality. "The only time the pets are confined is at feeding time," Bob says. "That's to ensure that each dog gets their own food." Bob opened Woof Pack in 2017 in Bristol, Connecticut. Choosing the name was easy for him. "Our motto is ‘We speak your dog's language,’ ” says Bob. “Woof is their language. And, the facility has an open park environment. So, Woof Pack was a natural when deciding on a name." Woof Pack sits on three private and peaceful acres that are set back from the road. They have a 13,000 sq. ft. climate–controlled building. It

PET BOARDING & DAYCARE

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

3 NO.

Questions to ask as you enter discussions with potential partners.

– Nicole Demoro, City Bark. NVA partner since 2017.

NO.

Is it the right culture fit for your team?

Are there flexible deal structures?

How comprehensive are the support services?

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

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

As you contemplate transitioning your business, you’ll want to know every aspect is covered. Seek out a partner with a dedicated team seasoned in marketing (including digital advertising and social media strategy), web development and hosting, client satisfaction surveys, IT, HR, accounting, taxes, legal, call centers and more.

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

ASK IF THE BUYER CAN: • Make 100% cash offers with no finance contingency • Offer Joint Venture partnerships for growth and flexibility • Buy the real estate outright or lease from you

NVA has over 700 partnerships in the US, Canada, Australia and New Zealand. Our passionate, visionary local pet resort and hospital leaders embody NVA’s unique entrepreneurial spirit. We’d be more than happy to talk through your questions and concerns. You can reach us at: 888.767.7755 | NVA.com | info@NVA.com

“Every dog gets a rigorous

TEMPERAMENT TEST before it is accepted for daycare or boarding.”

— Bob Carbonell, Woof Pack owner

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has a spacious open floor plan that can be configured into as many different sections as they need by using their divider partitions. Their primary business is daycare and boarding, but they also offer many training programs, full service grooming and have a retail sales area. "Safety is paramount with us," Bob says. "We do not breed–discriminate. Every dog gets a rigorous temperament test before it is accepted for daycare or boarding." Woof Pack averages about fifty dogs per day in its daycare. The dogs are separated into groups such as seniors, small dogs, etc. Every pack group is supervised by a trained staff member. Typically, there are less than twenty dogs in a group. Weather permitting, the dogs spend most of the day outdoors in playgrounds that are equipped with lots of play equipment, splashing pools and sprinklers. They are in the process of installing an in-ground pool

OVERNIGHT BOARDERS

for their furry clients. Overnight boarders also get to participate in all the daycare activities. Then, they have a slumber party at bedtime. "After being active all day, most of the dogs are really tired and more than happy to snuggle up with a buddy and call it a night," says Bob. "We turn down the lights and play soft music." Woof Pack offers several types of training: in–home, group classes, board and train, and agility. Training classes are very popular with clients of Woof Pack, especially with the first–time dog owner. They also have full service grooming and spa services on site. Owners love to be able to pick up a freshly groomed pet at the end of their stay. To make things easier for their clients, Woof Pack has a pet taxi. Its personalized license plate is ROVER. They pick up and deliver clients for all the services they offer. They even provide after–hours pickup. "We go above and beyond to help our clients," says Bob. "That's what sets us apart from everyone else. Customer service is of the utmost importance."

also get to participate in all the daycare activities. Then, they have a slumber party at bedtime.

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They are staffed 24/7 every day of the year. Their lobby is open from 6 AM to 7 PM for clients to drop off and pick up their pets. Woof Pack prides themselves on being totally transparent. They encourage people to drop by anytime to see the facility. Another way people can see Woof Pack is to take a virtual tour of it on their website. "We're really proud of our website, www.gowoofpack.com, and all the information it provides," says Bob. "We put all of our services, requirements, and prices on the site. It also gives details about the loyalty programs, long-term daycare packages, and VIP packages we offer to reward loyal clients." Their technology helps day–to–day operations run smoothly. Each dog's information is loaded into the system. The staff has access to the pet's profiles. For example, if there is ever any problem between two dogs, it is noted and they are kept separated.

Their technology helps day–to–day operations run smoothly. Each dog’s information is loaded into the system.

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They have upwards of 1,800 followers on Facebook. All of their events and

TONS OF PHOTOS are posted every day.

Communicating with their clients and people of the community has really helped Woof Pack increase their business. "We work with local pet stores and network throughout the community," says Bob. "We do a lot of co-sponsored events. It brings more business to their stores and in turn gets more clients for us. In the beginning, we tried about a dozen different ways of advertising and spent a ton of money, without much results. Word of mouth is always the best way to grow a business. These dogs are like people's children and they are not going to just drop them off anywhere. Owners want a recommendation from a trusted friend or relative." Woof Pack sends out pet report cards every day, by text or email. Clients love them. The report cards give updates about how the dog is doing, how well it ate, who it played with, etc. It really gives the owner peace of mind when they are away from their dog.

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"One of the most fun parts of our business is our photography sessions. We have a studio set up with backdrops and we have special photography events," says Bob. Then he adds with a hearty chuckle, "When we had photos with the Easter Bunny, some of the dogs didn't know what to make of him and his big ears." They have a monthly newsletter. It's one way they keep their clients informed about all the activities and events that are happening at Woof Pack. They also recognize dog birthdays and have a pet of the month featured. People rave about their social media presence. They have upwards of 1,800 followers on Facebook. All of their events and tons of photos are posted every day. The staff at Woof Pack is vital to its success. Richard Branson, British business magnate, said, “You are nothing without your staff.” And Bob Carbonell agrees with him. "My staff is everything!" says Bob. "I can't rave enough about them. They are the best. All of our staff members at Woof Pack are trained in pet CPR and certified in animal first aid. “We worked very hard to assemble a professional staff; trainers, behaviorists, pack handlers, and the rest. We appreciate them and provide them with paid vacations, paid time off, and other benefits." The retail center of the facility carries a complete line of USA–made accessories for the dogs and their training needs. They also feature some of the local artisans and display their paintings, mosaics, stained glass and other artwork. Right now a large mural is being painted at the facility. Woof Pack's business is booming. In fact, they are in the process of expanding. Bob is going to open a second location by the end of the year, and one more the next year. Life is good when you speak 'dog'.

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FACILITY

WHEN DISASTER

STRIKES STRATEGIES TO HELP YOU ROLL WITH THE PUNCHES By Paula Mosteller

he day that you decided to start your business, you might have envisioned gleaming, smiling customers and thunderous applause for all the extra care and resources that it took to take the risk. Only a certain few get to realize their dream of having the freedom and luxury of starting their own business. The signs are up, your website is beautiful and the sun is shining rays of happiness in your direction. Then, one day, reality enters the building; a natural disaster, a disease outbreak happens, or something else to throw you off course. Either you are already prepared or you need to make a planâ&#x20AC;&#x201D;and fast! The following real life tips and examples will help you be prepared when and if a disaster strikes. Be Proactive During a crisis, you may want to bury your head under the sand and hide, but you need to

PET BOARDING & DAYCARE

S UR V IV I N G H U R R I C A N E H A R V E Y

CHANGED THE WAY WE DO BUSINESS Judd and Thuy Gottlieb, Owners of Mount Pleasant Avenue, LLC

Photos by Mount Pleasant Avenue, LLC

n 2017, we were challenged and put to the test by Hurricane Harvey. Hurricane Harvey put the City of Houston under water and made our dog hotel, Mount Pleasant Avenue Premier Canine Villas and Spa (“MPA”), an island. While our situation could have defeated our spirits, it didn’t; we wouldn’t let it. So what did we do? We closed shop, moved our guests into adjoining suites at a human hotel, and made our experience a giant slumber party. But most importantly, we gave our human clients—who were unable to return home and were watching news stories of constant devastation—peace of mind with humor through our social media. Hurricane Harvey wasn’t supposed to be the storm that it was, but we were as ready as we could be. We had an evacuation plan in place: get supplies, stay in constant communication with parents, and most importantly, make arrangements for us and our guests to stay safe at a dog–friendly place with backup generators. A few days before Harvey made landfall, we closed

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We closed shop, moved our guests into adjoining suites at a human

hotel, and made our experience a giant slumber party.

Continued from Page 41 and why they are important to understand as well as what needs to be done in an emergency situation. Employees and Managers should obey safety rules and exercise caution and common sense in all work activities. Implement a Training Program that regularly provides information to employees about workplace safety and health issues, response requirements and how to prevent issues from occurring in the first place. The potential issues of concern include severe weather, natural disasters such as tornado, flood,

PET BOARDING & DAYCARE

blizzard and other local issues. Fire and Medical emergency procedures need to be outlined in a clear and concise way with employees. An example would be to make sure all employees know where the emergency clinic is located in your market. Be prepared for other issues such as extended power loss, chemical management & spills, bomb threats, gas smells, etc. Take all of this and put it into a simple outline called Safety and Emergency Guidelines. Not only does management need to understand all safety & emergency

MPA and implemented our plan. We called all our clients to discuss the storm and evacuation plans. Parents that were able to cancel their plans kept their babies at home. The pets whose parents were unable to make it back to MPA stayed with us. After sandbagging MPA and sending our employees home to their families, we (the owners of MPA) packed up a cargo van with a week’s worth of supplies and our remaining guests and headed to higher ground. The first night was relatively uneventful. We watched Big Brother and ordered room service for our guests (several small dogs, a pit bull, and a mastiff). The second night was completely different; it was terrifying. The storm hit the City of Houston and we lost all power. The backup generators that we were relying on failed and the cell towers were clogged with people trying to reach loved ones. No more room service or basic amenities for us. Our only reliable method of communication was through social media. In order to keep sane and the parents of our guests informed and calm, we began posing our guests in human–like poses around the hotel and posting the pictures on our Facebook page. Bitsy eating breakfast in a bib and receiving table–side service. Sadie spooning a pillow on her own king size bed. Precious and Lily posing by the pool. We were stranded at the hotel for almost a week with limited

supplies and on and off power, and the parents of our guests never worried. They, along with other Houstonians, as it turns out, were too busy laughing and enjoying our posts. The “key” to our survival was preparation. After the hotel ran out of supplies and lost power, we were our own self-sufficient island with plenty of food and water. Preparation enabled us to concentrate on our guests and turn a scary situation into fun memories, which we captured using social media. This is how we made it through Hurricane Harvey and it changed the way we do business.

requirements and procedures, but each facility needs a Safety Manager (does not have to be the General Manager) that communicates and updates all requirements and procedures. Gain from Your Pain Being an entrepreneur involves taking risks. Businesses, especially in the pet space, must face the reality of being thrown a curve ball to disrupt even your most careful planning. Mistakes and pain are great teachers. In a heated situation, you have to put out the fire and keep on moving ahead. The

PET BOARDING & DAYCARE

The California ‘Camp Fire’ Crisis

Sarah Richardson, Owner of Sarah Richardson’s Canine Connection

WHEN THE PERSON TAKING THE HEAT IS YOU!

ovember 8, 2018 was a day that forever changed my geographic area. On that day, a “perfect storm” of fire and wind erupted in what became known as the Camp Fire, the deadliest and most destructive fire in California history. Within hours of the fire starting, the sleepy foothills town of Paradise, and its surrounding unincorporated areas, were engulfed in flames. Approximately 50,000 residents were displaced and, when the damage was tallied, over 18,000 structures were destroyed, most within the first four hours of the fire. In the space of a day, the once sleepy foothills town of Paradise and many areas nearby, had been reduced to ash and rubble. I live in Chico, California, the nearest town to Paradise, where I own and operate a small, busy dog center that provides training, daycare and boarding to area residents. When I awoke on November 8th to a sky that was smoke–filled, and learned of the fire that was roaring through our neighboring town, I knew that time was short and critical in responding to this disaster. First, we had to be ready to implement our own evacuation plan for the dogs in our care, should the fire threat reach us. Second, we needed to assess our capacity for accommodating the dogs of our displaced clients, as we serve many people from Paradise. Third, we needed to consider our larger community role; helping to support the emergency animal shelters that quickly filled with thousands of animals—both those dropped off by evacuees who needed temporary housing for their animals and those picked up as “strays” by good samaritans. As the disaster unfolded on November 8th, we readied ourselves and the dogs in our care for evacuation. We rented cargo vans and outfitted them with crates so that every boarding dog could be safely contained. We organized the dogs’ belongings; food and meds, medical and client records, and contacted all owners to let them know our plan was in place. We contacted all of those with dogs in daycare with us and asked that they be picked up as soon as possible. We assessed our staffing situation,

PET BOARDING & DAYCARE

We rented cargo vans and

outfitted them with crates so that every boarding dog could be safely contained.

recognizing that some staff were needing to evacuate their own families from the disaster area, and asking that those who could help be ready to do so. We waited. By 9pm that night, the mandatory evacuation zone had reached a mile to the east and south of us—too close for comfort. We chose to do a precautionary evacuation. With staff driving vans and personal cars, we caravaned to a friend’s property where we had safe, temporary shelter out of the immediate fire zone. By late afternoon the following day, the fire threat to our area had lifted and we made the journey back home. Our next consideration was how to serve our clients who were displaced. We pride ourselves in cultivating a sense of family amongst our small, dedicated clientele and we struggled with how to

charge for services (and hence keep our business financially afloat) when we really wanted to give freely from our hearts. We deeply discounted our boarding and daycare rates for existing clients who had been displaced by the fire and maintained the discounts for several months. Many of our clients were housing their dogs in hotel rooms and friends’ homes and desperately needed dog care while they were coping with crowded living conditions or no yards. Many of their dogs were dealing with a high level of stress. We listened to our clients–many needed our caring support themselves along with that we provided to their dogs. We adjusted dog care as necessary to support behavior changes in dogs that were stressed. We put people and their dogs ahead of profits. We are now about nine months past the day of the disaster. I wish we had never had to face such a horrendous event but the lessons we have learned have been invaluable. First among these is the importance of having a solid evacuation plan; one that addresses a variety of evacuation types, from evacuating from the building to evacuating from the community. The second important lesson had to do with recognizing and staying true to our values as a business. When we had to make decisions related to pricing and resources, our commitment to caring for our clients and community helped guide us and, ultimately, has helped favorably distinguish us in our area. Having a strong sense of values, mission and priorities, along with good procedures, were key to our navigating the immediate disaster and aftermath of

Continued from Page 43 trick is to prepare for surprises—even tricky ones—and have a plan of action. The goal is still to strive for greatness, but also be able to look at each situation as a way to grow. You chose the challenging path to be a pet professional combining passion, business, knowledge and a tough crowd to please. It isn’t always easy, but it is worth the hard work and unseen emotional pressure. Think of each day and each experience as a journey to your best self. Once you master rolling with the punches, you will always surface even better than you started.

References: 1. Submitted by John Sturgess, Owner, Adogo Pet Hotels, http:// adogopethotels.com/952-933-5200 and RetrieveOne Advisors - working within the pet industry helping early-stage to established organizations implement strategic business solutions. 612-8503433 retrieveoneadvisors.com Paula Mosteller is the owner of PetExec, Inc. web based software for pet professionals. She is passionate about the well being of pet professionals and finding ways to enhance the lives of entrepreneurs. PetExec.net 1.888.739.3935

the Camp Fire.

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CERTIFIED

INDUSTRY NEWS

C E R T I F I C A T I ON

Your Name

November 18, 2019

LAUNCHES LEVEL 1 AND 2 ONLINE COURSES

he wellbeing of the pets in your care—and the reputation of your pet care facility—depend widely on understanding pet behavior and handling, facility sanitation, safety and disease prevention. Professional Pet Boarding Certification (PPBC) has taken the previous Outstanding Pet Care Learning Center’s (and prior to that, Pet Care Service Association’s) educational program and expanded and updated it to include the latest information ranging from immunizations and zoonotic diseases to canine and feline behavior and nutrition. This certification program surpasses any other industry training available with many courses featuring photos

and videos to illustrate concepts and techniques as well as immediate on-line testing and certificates. PPBC offers two levels of certification; Level 1 for general pet care staff and Level 2 for those in the manager or supervisor roles, as well as select individual courses. Professional Pet Boarding Certification Level 1 Level 1 is designed for entry–level pet care technicians and provides a better understanding of what pet care involves on a day–to–day basis. Level 1 is best used as a proactive training tool to assure comprehensive and consistent information to all pet care staff. Some of the class subjects

PET BOARDING & DAYCARE

of Level 1 include Canine & Feline Familiarization, Employee Safety in the Pet Care Facility and Nutrition. Professional Pet Boarding Certification Level 2 Level 2 provides even more detailed, comprehensive and advanced information for senior staff, supervisors and managers, or anyone that has completed PPBC Level 1 and wants to take their pet care education and training to the next level. Some of the class subjects of Level 2 include Personal Success Development, Anatomy & Physiology and Potential Pet Illnesses in Pet Care Facilities. Upon completing each class of both

PET BOARDING & DAYCARE

Level 1 and Level 2, you will be prompted to take a multiple choice quiz, which requires a passing score to be awarded successful completion of the class. Once all classes are completed successfully, you will automatically be emailed your official certificate, stating that you are Professional Pet Boarding certified in Level 1 or Level 2. You will also receive a badge to share on social media to showcase your certification.

PPBC’s comprehensive curriculum provides proactive preparation to promote a positive pet care experience, and recognize and prevent often avoidable problems.

• • • • • •

Individual Courses PPBC also offers three individual certificate courses, which cater to those who work in or own facilities offering group play or daycare. These courses can be completed individually or in addition to either Level 1 or Level 2. The Level 1 classes can also be purchased individually, with a badge issued for each completed class. Level 2 must be completed as a whole certification, as the classes are not offered individually.

Perfect for start-up businesses, general managers & department managers 1-on-1 training for pet care operations & facility management All curriculum is personalized for your needs Training is conducted in Houston at the ABC Pet Resort & Spa campus Going to Pet Boarding Courses taught by professionals with & Daycare Expo? years of experience in our industry Stop by our booth! 2, 3 & 5-day programs available FOR MORE INFORMATION:

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Great pet care does not happen by accident or come without hard work. Pet care facility owners and managers often struggle with how to share the abundance of valuable information necessary to care for pets. Taking the time to communicate everything they know could take years. Rather than teaching employees in a reactive manner—discussing issues only after serious situations have occurred—PPBC’s comprehensive curriculum provides proactive preparation to promote a positive pet care experience, and recognize and prevent often avoidable problems. Also, having a certification in an unregulated industry really helps to show your clients your dedication to your role in caring for their pets, both as an employee and as a manager. To find out more or to begin your certification, visit www.PetBoardingCertification.com

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calm quiet

CREATE A

and

environment

WITH ACOUSTIC PANELS By Vince Cavaseno Dog kennels and shelters can be noisy places. The normally hard surfaces used for walls, floors and ceilings can create an echo chamber where one dog’s barking can reverberate throughout the entire facility.

hat’s more, when one dog starts barking, it can excite other dogs, who then join in the cacophony, creating an unhealthy environment for both animals and humans. Acoustic panels, with their combination of superb sound absorption, simple installation, rugged construction and easy cleanability are the preferred choice of one architectural firm that designs many animal shelters and kennels. A prominent architecture firm based out of Ft. Worth, TX has carved out a niche in designing animal shelters in the Dallas-Fort Worth/Austin area. The firm started designing animal shelters about twenty years ago and has specified acoustical panels for shelters and kennels for the past six years. In that time, they’ve specified some twenty kennels with acoustical panels. “Acoustic panels are extremely PET BOARDING & DAYCARE

effective in this application, and all of our clients are very pleased with the noise reduction they provide,” says a principal of the firm. According to the firm, panels are typically installed on the walls, starting with the wall opposite the kennels and the end walls of the kennel rooms. If windows or other wall obstacles are present, panels can also be installed on the wall behind the kennels or on the ceiling. Acoustic Panels can be fabricated in custom sizes up to 10 ft. in length and painted to match any room décor. They are available in steel, galvanized steel and aluminum, and install quickly and easily.

The following are some specific examples of animal shelters recently specified by the architect with acoustic panels.

city of seguin TX Animal Shelter Photos by Chad Davis

The shelter’s design called for a total of

34 panels. They range in size from 10 ft. x 30 in., down to 24 in. x 24 in.

City of Seguin, TX Animal Shelter The City of Seguin opened a new animal shelter in August 2017. The shelter has about 2,000 sq. ft. of rooms where up to forty three dogs can be housed, including an adoptable dog room, a stray/ impound room, an isolation room and a quarantine room. The shelter’s design called for a total of thirty four panels. They range in size from 10 ft. x 30 in., down to 24 in. x 24 in. According to Shelly Lutz, Senior Officer and Animal Services Manager at the Seguin facility, “Our previous shelter did not provide any sound reduction and was deafening at times. The panels help keep the echo down. When we have barkers, the others don't seem to feed off it as much because the echo is reduced. In all the facilities I have worked in my 20 years’ experience, noise levels have always been an issue, causing animals to be stressed.”

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patriot paws Rockwall, TX The 1,180 sq. ft. facility is outfitted with 10 panels, which range in size from

Photo by Quorum Architects

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9 ft. 8 in. x 24 in., down to 32 in. x 24 in. has since moved to a facility that can house and train as many as twenty five dogs. The 1,180 sq. ft. facility is outfitted with ten panels, which range in size from 9 ft. 8 in. x 24 in., down to 32 in. x 24 in.

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deer park animal shelter Photos by Quorum Architects

Deer Park, TX A total of 34 acoustic

panels were installed in the dog kennels and quarantine rooms in sizes ranging from

24 in. x 102 in., down to 12 in. x

36 in. with cutouts to accommodate obstructions.

Deer Park Animal Shelter, Deer Park, TX The Deer Park, TX animal shelter just had its grand opening on May 21st of this year. The new 7,500 sq. ft. facility features twenty four dog kennels and six dog quarantine kennels, along with cat rooms, a dog “get to know” room and administrative rooms (break room, work room, medical room, food prep room, and offices.) A total of thirty four acoustic panels were installed in the dog kennels and quarantine rooms in sizes ranging from 24 in. x 102 in., down to 12 in. x 36 in. with cutouts to accommodate obstructions. According to Al Garces, Director of the facility, “The panels work very well with the noise from the dogs. It makes doing our job a lot more tolerable. I have worked in other facilities in the past that had nothing to help with the noise and it was very annoying at times. When a shelter is full and without noise remediation, it’s hard to show dogs to

prospective adopters or even do any work–related tasks in the shelter”. According to the architect: “Acoustic panels are the perfect solution for dog shelters and kennels. By drastically reducing reverberation of barking dogs, they help these facilities keep animals safer, healthier and calmer. We plan to continue to specify acoustic panels in our future animal shelter projects.” Vince Cavaseno is Technical Writer for Eckel Noise Control Technologies. He can be reached at efpinfo@eckelusa.com or 617-232-2951. Architectural Design of these Animal Shelters was provided by Quorum Architects, Ft. Worth, TX (www.qarch. com) 817-738-8095 info@qarch.com Noise-absorbing acoustic panels were supplied by Eckel Noise Control Technologies, Ayer, MA (www.eckelusa. com/acoustic-panels/) 978-772-0840 efpinfo@eckelusa.com

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ANIMAL HEALTH

Lick Lesions Defined By Colleen Mendelsohn, DVM

When dogs lick over and over at the same spot, they eventually cause sores that veterinarians refer to as “acral lick dermatitis” or an “acral pruritic nodule”, or more commonly, “lick lesion”.

hese are itchy, thickened,

overgrowth often develops at the site of

centrally ulcerated or “raw”

the lesion. The skin around the lesion

lick lesion secondary to arthritis. They

areas of skin, typically on the

will often appear black, also due to ne-

lick the overlying skin to soothe the

legs and forepaws, caused by excessive

crosis of the skin. It is not uncommon

joint pain below, eventually the damaged

licking and complicated by bacterial

for a pet to form multiple lick lesions

skin itself becomes a stimulus for the

infection and scarring.

on one or multiple legs.

itch. Sometimes the infection of the lick

When skin is rubbed often (in this case by the tongue), it responds by becoming thicker, similar to the

lesion will extend and involve the joint Causes of Acral Lick Dermatitis: • Allergy—Underlying allergy and

below it, resulting in further discomfort. • Neurologic pain—Occasionally

formation of a callus on our feet or

subsequent itch is the most common

nerve irritation caused by multiple pri-

hands from exercising. The center of

cause of acral lick dermatitis. This may

mary disease may cause stimulus of the

the lesion often gets the most attention

be environmental allergy (housedust

nerves and a “tingling” sensation that is

while having the least amount of

mites, pollens, molds, etc.), flea allergy

soothed by the dog by licking.

blood supply, and therefore typically

or food allergy.

has a moist, ulcerated, necrotic or “raw” appearance. Secondary bacterial

• Pain—Older pets may initiate a

• Parasites (fleas or contagious mites such as scabies)

PET BOARDING & DAYCARE

• Foreign body or puncture wound • Deep bacterial infection • Boredom/OCD (obsessive

compulsive disorder)—Some pets form an acral lick lesion as a result of a nervous, obsessive compulsive habit. While this is a commonly suggested cause, this is in fact quite rare. An underlying itch or pain generally starts the behavior before it became “habit”. • Skin tumor or growth—Either cancerous or benign, it can mimic the appearance of inflamed skin. These tumors are rare and occur usually in older pets. • Dermatophytes (ringworm or superficial fungal infections)— Dermatophytes or other more serious fungal infections can occasionally form lesions that closely resemble a lick nodule. This is a rare phenomenon. Diagnosis

Acral lick dermatitis can be one of the most frustrating disorders for veterinarians and owners to treat. The most important step in beginning treatment is to adequately assess the patient and to uncover the primary trigger for the problem.

An acral lick nodule is most often diagnosed primarily by its clinical appearance. However, biopsies are important to rule out various growths or tumors that may be masking as an acral lick nodule. Veterinarians will utilize other forms of diagnosis to determine the severity of infection (cytology and/or cultures), the cause of the change to the skin (skin scrapes), or the assessment of an underlying joint (radiographs). It is important that these get evaluated by the dog’s veterinarian to prevent worsening and damage to the bony structures below. Treatment Acral lick dermatitis can be one of the most frustrating disorders for veterinarians and owners to treat. The most important step in beginning treatment is to adequately assess the patient and to uncover the primary trigger for the problem. Oral antibiotics, topical antibiotics and anti–itch therapies are important first steps in treating the secondary problem.

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Mechanical restraint is often necessary as well (E–collars, bandages, booties or socks) to prevent the pet’s access to the area. Additional topical sprays and ointments that taste bad (Grannick’s Bitter Apple® for example) can be helpful.

However, identifying and correcting the primary trigger is essential to prevent recurrence of the condition. Topical moisturizing grooming products to those areas and soothing agents can help when the condition is controlled to soothe the pet’s sensation of itch. Mechanical restraint is often necessary as well (E–collars, bandages, booties or socks) to prevent the pet’s access to the area. Additional topical

Pet Care Facility DESIGN • BUILD • CONSULTING

sprays and ointments that taste bad (Grannick’s Bitter Apple® for example) can be helpful. Rarely, surgical removal of the lesion is helpful. It is important to understand that

Our Experience Sets Us Apart!

no treatment is uniformly successful because the cause of this clinical condition has many different triggers. This disease is difficult to control without thorough workups and appropriate diagnostics. It is critical for the owner to work closely with their veterinarian or dermatologist and to identify the underlying cause in order to success-

• Designed over 70 facilities, including veterinary hospitals • Built 17 pet care facilities • 27-year owner/operator of a Pet Resort!

fully treat the lick lesions. Dr. Mendelsohn is a 1997 graduate

DESIGN

• Architectural – Engineering

Plumbing Electrical Mechanical

of UC Davis School of Veterinary Medicine and received Diplomate status with the American College of Veterinary Dermatology in 2004.

CONSULTING

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

After graduation from UC Davis, Dr. Mendelsohn completed an internship with the Animal Emergency Clinic and Animal Specialty Group in San Diego. She later practiced general medicine before starting her residency with the Animal Dermatology Clinic in

Going to Pet Boarding & Daycare Expo? Stop by our booth!

2000. Her love and appreciation of the human–animal bond is what drew Dr. Mendelsohn to this specialty. Another opportunity that Dr. Mendelsohn enjoys is the training of veterinary

713-695-6846

students. For more information please

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visit www.animaldermatology.com.

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