Pet Boarding and Daycare November December 2015 by Barkleigh Productions

VOLUME 5 EDITION 6 • NOV / DEC 2015

WWW.PETBOARDINGANDDAYCARE.COM

PET BOARDING & DAYCARE MAGAZINE

WHAT DOES IT COST? MANAGING EMOTIONAL AROUSAL SAFE PRACTICES FOR THE WINTER MONTHS

PROFILE OF SUCCESS: RUFF HOUSING DOG DAYCARE & LODGING

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FROM THE EDITOR BETSY’S LAW: DO YOU OFFER 24 HOUR CARE? The state of New Jersey has recently passed a bill that requires veterinary and animal hospitals to: (a) notify the owner of the domestic companion animal that there is a need or intention to keep the animal at the facility Rebecca Shipman after normal business hours; Managing Editor (b) provide written notification to the owner of the domestic companion animal, advising the owner of the absence of after normal business hours supervision; and (c) give the owner of the domestic companion animal the opportunity to decline leaving the animal at the veterinary facility after normal business hours. The name of this law is “Betsy’s Law”. Betsy was a young Rottweiler who died at a veterinary office by slowly strangling herself after her collar got caught on the cage. The dog was only there for a routine eye surgery, and to be “monitored” overnight. Betsy’s owner fought for 8 years to get this law passed, and in September of this year, she finally succeeded. While section (a) of this law may not apply to most of you, unless of course you have an onsite animal hospital, overnight boarding facilities may be more at risk for something to go wrong overnight due to the higher number of dogs in their care. I believe the majority of overnight boarding facilities do have 24 hour care, or, a lot of times, the owner lives on site. But what about those that don’t? What if something goes wrong? And if you don’t, is it disclosed to the clients that their pets will be unsupervised for an extended amount of time? The possibilities of what can go wrong are endless; a similar situation to the reason for this law in the first place is always possible, or a bonded pair of dogs sharing a kennel may get into a fight for a reason no one will ever know. And if you board elderly dogs, puppies, or special needs dogs the chances of an incident are much higher. If Betsy’s Law is extended to all overnight animal care facilities, are you prepared to make it known to your clients that their furry family members will be left unattended all night?

STAFF PUBLISHER Barkleigh Productions, Inc. PRESIDENT Todd Shelly EXECUTIVE EDITOR Gwen Shelly MANAGING EDITOR Rebecca Shipman ART DIRECTOR Lucas Colton GRAPHIC DESIGNER Laura Pennington 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 October 2015. Pet Boarding & Daycare is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Pet Boarding & Daycare c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com

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CONTENTS

There are nume

Fixed Shots

PROFILE OF SUCCESS: RUFF HOUSING DOG DAYCARE & LODGING

industry that, altho

Mutts

BAD WORDS CAN BITE YOUR BUSINESS Problem/Trouble Well-minded staff members want to provide their pet parents with peace of mind. So when pet parents are apprehensive about leaving their furry best friends for the first time or thereafter, they often innocently say something like “Don’t worry, if we have any problems or troubles, we’ll get a hold of you.” What the staff member unintentionally did was put the thought in these nervous pet parents’

words used in the p

minds that there could be problems or troubles. Far better is to replace ‘problems or troubles’ with ‘questions’. There are numerous words used in the pet care industry that, although, are casually understood, don’t communicate a professional and trustworthy image. Using more professional descriptions will help elevate your company and brand to match the level of care you provide.

PUPPY PLAYGROUND SAFE PRACTICES FOR THE WINTER 46 Playground Equipment made especially for DOGS!

ANIMAL BEHAVIOR 8

Managing Emotional Arousal

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ANIMAL HEALTH SYSTEM 50

BUSINESS 20

What Does Your Perfect Web Marketing

How to Communicate Uncomfortable Topics

Partner Look Like?

The Great Imposters: Correctly Identifying

Symptoms

INDUSTRY NEWS 54

Product News 16

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FACILITY DESIGN 36 42

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are casually under

don’t communic

a professional a

trustworthy ima

Shots It’s far more professional to shots as vaccinations. Vete and other professional provid same description.

Fixed Using ‘neutered’ for male and ‘spayed’ for females is mo professional. When female dogs are spayed (also called a

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ANIMAL BEHAVIOR

MANAGING

AROUSAL By Kama Brown

motional arousal causes a myriad of unwanted behaviors in dogs. Behaviors that are commonly thought of as dominance displays usually fit into the category of behaviors caused by over-arousal. These behaviors include jumping up, nipping hands and arms, mounting, too much biting of the necks and back legs of other dogs, high pitched barking directed at one dog or person, an increase in low growling during play, muzzle punching, teeth clacking, hyperactivity, rearing up during play, shoving and barreling into other dogs or people, and running tight circles around other dogs, to name a few. Karen B. London put it best when she said, “Just like some children, some dogs come hard-wired to spiral into a state of emotional overload in seemingly low-key situations. Other dogs, especially adolescents, haven’t yet perfected their emotional thermostats, and need their 8

Learning to keep their emotions in check is

somewhat of a learning curve for most dogs. In

a group daycare setting, the safest (for staff and dogs) available options are going to revolve around keeping arousal levels low.

owners to help them learn to keep their

more often a dog visits, the more practice

emotions in check.”

they will have at learning self-control.

Learning to keep their emotions

Most dog trainers only recommend

in check is somewhat of a learning

group daycare one or two times a week

curve for most dogs. In a group daycare

because the risk is that a dog will learn to

setting, the safest (for staff and dogs)

be in high arousal around other dogs in

available options are going to revolve

all situations, which can make other types

around keeping arousal levels low. Using

of training difficult. Using these methods

diffusion techniques, interrupting focus,

allows dogs to benefit from daily care in a

and utilizing the environment to distract

group setting. Disengaging dogs from arousing situations commonly means keeping them busy doing something else. This

the dogs from each other are easy skills to learn and cheap to put into practice. When these techniques are used daily, the PET BOARDING & DAYCARE

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is tricky because the “something else” can also cause over-arousal. Adding to the complication is the fact that most adolescent dogs can remain in high arousal for long periods of time just by being in the presence of other dogs. Of course, nothing with dogs is ever one-size-fits-all; so many times an activity that calms one dog down will stimulate another. For this reason, I don’t suggest throwing toys, running, or anything that encourages fast movements. Playing fetch may help two or three of the dogs focus on the activity, but it’s likely to cause other dogs to nip at the running dogs. A nice level of arousal is okay and even encouraged; it’s normal for dogs to feel excitement and slight stress when doing fun things. Arousal most often becomes a problem when it’s allowed to go on too long, which will escalate play behaviors to the point of antagonizing behaviors and cause aggression and reactivity.

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Common Ways to Lower Arousal in a Group of Dogs 1)Keep three or four spray

bottles full of interesting scents. I typically keep deer urine, cooked hot dog water, and rotting wood. While walking slowly around the perimeter of the yard, spray the scent a few times to get the dogs sniffing. Sniffing is an automatic diffusion behavior and will almost always keep dogs engaged with the ground long enough to calm them down and reset the group play at a much calmer level. If none of the dogs aggressively guard food, I will do this with small pieces of hot dogs or liver in lieu of water vapors. Though, both tactics work extremely well. The longer the dogs are sniffing, the calmer and more worn out they will be. Dogs who keep

2) Separate the space into

three yards and divide the

dogs into groups. We have an intense dog yard, a low-key dog yard, and an enrichment yard. Dividing dogs by size is good in most cases, though I’ve witnessed quite a few small dogs coming from other daycares that were injured while playing with other small dogs. A 10-month-old Shetland sheepdog and a 10-month-old West Highland terrier may be similarly sized, but their temperaments are usually on the opposite spectrum of what they

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their heads up, scanning the yard for movement and play are likely to become aroused quickly and easily.

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feel is appropriate play. Use the extra yard for enrichment and periodically rotate the dogs that quickly escalate into the unwanted arousal behaviors into this yard during group play. This will create necessary breaks for those dogs while keeping the group dynamic at an appropriate level of play. The enrichment yard is a really fun aspect of a dog daycare that allows owners to give their dog experiences they never have the chance to. The enrichments in the yard should be changed often to offer new surprises for the dogs and to encourage return visits. A typical set up would include 5-10 different elements. In our enrichment yard, we always include a water element in nice weather such as a sprinkler, play pool, or water bowl full of toys. We always keep a very secure chicken or duck coop year round. If we have dogs that can’t handle the visual aspect of chickens, we put them

in the top portion of the coop and allow the dogs to simply sniff the chicken’s area, which they love just as much. We offer the enrichment area to local Barn Hunt competitors one weekend a month, which leaves a nice ratty scent behind in the yard. We keep a very small compost bin on one side of the yard with bird and squirrel feeders on the fence posts around it. We add thick pieces of boards set on cinder blocks at different heights; for going over, under and inbetween. We create mazes out of cheap fencing with some dead ends for them to puzzle their way out of. As long as the yard is kept as creative and interesting as possible, it will be a big win for customers and canines both. If I had to create this in a synthetic grass yard, I would bring in piles of leaves, branches and straw bales; add tunnels, new scents, mazes, ball pits, upside down kiddy pools to walk on, sand boxes,

and anything else I found in the woods or local hardware store. As long as it’s interesting, it will work perfectly. 3) Begin walking the perimeter to keep the dogs focused

on movement. Dogs tend to arouse easily when left to their own devices so keep them moving around with you. Clapping hands and calling them over while walking will usually get even the most hyper dogs to join in on the walk. Many times I’ll just say, “okay, let’s go!” and the repeat dogs immediately follow me while the newbies catch up. If none of these options are available, simply remove the dog from the situation and provide enrichment toys in their kennel. We often play a few scent detection or K9 nose work games and refer the owner to sign up for one-on-one daycare sessions.

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Being able to properly manage the arousal levels in a group setting prevents injuries, both canine and staff related. Daycare counselors can create situations to disengage, diffuse, and lower arousal in both the group and two-dog setting.

Dogs generally need practice mastering one-on-one socialization and group socialization separately. This means the dog must learn what may be appropriate for two dogs to do together will not be appropriate for fifteen dogs to do together. Two correctly paired dogs can happily and safely remain aroused during play for about 10- 20 minutes to their benefit. Dogs should take natural breaks during play, however, if they don’t, it’s important to create breaks by offering the dogs a distraction. This can be as simple as calling them and walking so they follow you or as

complicated as training them both to settle at individual stations. Being able to properly manage the arousal levels in a group setting prevents injuries, both canine and staff related. Daycare counselors can create situations to disengage, diffuse, and lower arousal in both the group and two-dog setting. The two dogs setting should always be an extra service at an extra cost, as it requires more expertise and dog handling experience from the daycare attendant. We charge twice as much per day for dogs who come to learn how to socialize one-on-one, while giving them ¼ of the time to socialize.

Aversive events tend to increase emotional arousal. Spraying dogs in the face with water, blowing an air horn, leash jerking, collar shocking, and forcing them into stationary positions will almost always elevate arousal. The dog may seem calmer because they will stop moving as much, but their mental state will remain on high arousal, with the added stress of avoiding the punishment. For these reasons, we do not recommend startling, scaring, punishing, or hurting dogs that are in a state of emotional arousal. n

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Mason

PET BOARDING & DAYCARE

BUSINESS

Kennel

Cage Problem ur o Y e t i B Can

s s e c c u S siness’

aam L a r u By L a

PET BOARDING & DAYCARE

eople communicate in many ways. Primarily, we often break this down into nonverbal (body language) and verbal (our words). Both non-verbal and verbal messages paint pictures—both positive and negative. Why is this so important in our industry? The pet care industry is highly emotional. If you doubt that, think about all the pet parents that have cried in your lobby. Crying in a lobby isn’t uncommon, but it’s usually reserved for lobbies where terribly sad things happen or where they are feared to happen; hospitals, funeral homes, airports... The role of the pet has changed significantly over our lifetimes. Dogs used to be much more of a ‘dog’; one that could sleep on the floor, eat scraps and we didn’t worry terribly when they left the yard. Now we think of our pets as furry babies. Pet Parents Have Serious Fears Studies show that today’s pet parents do not want their pets to stay at a ‘kennel’. Why? Because they are afraid their dogs will be sad without them, escape, become ill, or worse. That’s a pretty serious list of fears. Therefore the body languåage and the list of words we use needs to be carefully chosen to correctly communicate our company as a quality pet care facility. Careless selections can cause pet parents to run away from one of the best and safest options for their pet; your quality pet care facility. Let’s review some of the most common bad words used in a pet care facility and their better replacements. Bad Words and Better Replacements: Kennel or Cage The idea that most people have when they hear ‘kennel’ is a cold, dark warehouse filled with dingy chain link fences, cages with bars, cinder block

Think about human hotels. Instead of an individual ‘kennel’ or ‘cage,’ better words are Accommodations, Sleeping areas, Rooms, or suites if you have areas with plush amenities. walls, and neglected, unengaged dogs. We know that cinder block and chain link can provide very secure and safe accommodations for dogs. We also know that our facilities are so much better than ‘kennel’ depicts. Thankfully there are much better words to more accurately communicate our company and the services we provide. Think about human hotels. Instead of an individual ‘kennel’ or ‘cage,’ better words are Accommodations, Sleeping areas, Rooms, or suites if you have areas with plush amenities. Kennel (Building) If you’re describing the entire facility, better alternatives include pet care facility, inn, pet lodge, or pet resort.

Boarding What do people board? Horses and children in need of structure or discipline. Not what ‘nothing is too good for my baby’ pet parents want to imagine for their furry babies. Better descriptions include overnight care or lodging. Kennel Cough Kennel Cough implies that a dog can get sick because of a kennel. Veterinarians wouldn’t like it if there was a ‘Vet Cough’, even though dogs can get sick anywhere including at a Veterinarian office, dog parks, neighborhoods while being walked by their owners, etc. So it’s far better for your company, brand, and our industry to describe this illness as ‘canine cough.’

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Fixed Shot s Problem/Trouble Well-minded staff members want to provide their pet parents with peace of mind. So when pet parents are apprehensive about leaving their furry best friends for the first time or thereafter, they often innocently say something like “Don’t worry, if we have any problems or troubles, we’ll get a hold of you.” What the staff member unintentionally did was put the thought in these nervous pet parents’

Mut ts

words used in the pet care industry that, although,

are casually understood, don’t communicate a professional and

trustworthy image.

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There are numerous

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Shots It’s far more professional to refer to shots as vaccinations. Veterinarians and other professional providers use the same description. Fixed Using ‘neutered’ for males and ‘spayed’ for females is more professional. When female dogs are spayed (also called an

Make a list of bad words and better replacements for your company. This will help new hires and veteran staff members alike understand what certain words can mean to your clients. ovariohysterectomy, which is not a commonly understood word), the ovaries, fallopian tubes and uterus are removed. Neutering commonly refers to the castration of males and the complete removal of their testicles.

Mutts The same logic applies here. You may have a ‘mutt’ yourself and are perfectly comfortable having your pet called a mutt. However some people are not happy with their pet being called

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a mutt. Better is a ‘mixed breed’ or ‘a great combination’. How do you get your staff to adopt a better word list? Most businesses have an informal and formal lexicon; a list of commonly used words and their meanings. Make a list of bad words and better replacements for your company. This will help new hires and veteran staff members alike understand what certain words can mean to your clients. It takes 21 days to make or break a habit so if you and your staff have been saying these ‘bad words’ for a while, it won’t be easy to change. Having the owner and managers lead by example, catching themselves when they use a bad word, or allowing their staff to inform them when they do will go a long way to let your team know you’re serious about communicating the best message possible. Taking the time to ensure that you and your team communicate with the most accurate descriptions of your services will help your company be seen as a quality pet care provider and separate you from inferior competition. n Laura Laaman is president of Outstanding Pet Care. OPC helps some of the most successful pet care facilities thrive in highly competitive markets and GUARANTEES THEIR CLIENT’S SUCCESS! If you would like to receive a complementary phone evaluation, contact the OPC team at www.OutstandingPetCare.com or call 1-888-735-5667.

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WHAT DOES YOUR

PERFECT WEB MARKETING PARTNER

LOOK LIKE? By Alain Parcan C

n almost every industry, you will

phone or email about these – just to

your tactics and strategies with your

come across some companies that

keep you in the loop. These industry-

partner, make sure to ask how they stay

are genuine, and some that might

wide updates can be small, but could

up to date -- not only in the Internet

not be in it for the “right reasons.” In a

have huge effects on your Website and

marketing world, but also in your

world of Internet lingo ‘jibber-jabber,’ it

marketing. So, when you’re discussing

industry!

can be hard to figure out who’s who. We want to share some behind the scenes information on what we’ve learned and what you need to look for when searching for marketing partners. Here are three simple tips for knowing what the “Perfect Web Marketing Partner” looks like: 1) They stay up to date with the latest trends.

Google, Bing, Yahoo and all the other top search engines release updates at least every month. The most recent “newsworthy” example of which is Google’s “Mobilegeddon” update on April 21st. Your Web Marketing partner should reach out to you regularly via

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2) They give you a dedicated

contact — not a nameless, faceless service center.

With every marketing campaign, the company you are working with should provide you with a name, email, and phone number of a Campaign Manager so that you can reach them with any questions or updates you might have. Otherwise, consider this a huge red flag. You want a company that takes the time to focus on your campaign, creates a thorough, longterm strategy, has proven results, AND doesn’t just lump you in with a

You want a company that takes the time to focus on your campaign, creates a thorough, longterm strategy, has proven results, AND doesn’t just lump you in with a bunch of other clients.

bunch of other clients. So, when you’re starting your SEO, Paid Search, or Social Media campaign – be sure to ask who your manager is and how to reach them. 3) They explain their strategy — in plain English.

A good Web Marketing Partner will come up with a long-term strategy and focus on turning your increased Website traffic into leads. Getting you to rank #1 on Google is obviously a main goal during your campaign, but you need an SEO company that will ultimately produce more leads. You should have a list of your keywords available at any time so that you can check on your rankings and check progress for yourself. As a part of your strategy, you should always make sure that your marketing partners have a plan for your content. Updating content is one of the first steps an SEO campaign manager should take. For instance, Urban Tails, a pet care company located in Houston TX, has an SEO manager that creates unique content for each page, and also makes sure that there are links to all of their social media platforms. This is a common strategy for targeting searches

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for different services. Qualified, reliable, and trustworthy SEO companies are out there, but to find them you need to know what to look for and when it might be time to

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look somewhere else. The fact is, you could have a 2015-vintage Website, but if it’s sitting on page 5 of Google, it’s not doing you much good. This is why it’s important to have a company who can not only optimize your Website, but ALSO increase your traffic and give you more leads. 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.

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HOW TO COMMUNICATE

UNCOMFORTABLE

TOPICS TO CLIENTS

By Outstanding Pet Care Learning Center

ue to the emotional nature of our business and the fears that pet parents often have when leaving their pet, it’s important we do whatever we can to communicate the most positive and informative messaging possible. Unfortunately, it’s sometimes important that we communicate uncomfortable topics that will benefit our clients. Some examples of topics that you or your staff may have to face include canine cough, canine influenza, dog day care, puppy warts, grooming, lodging for older pets, and even topics that might seem as simple as what to expect when lodging your pet. Miscommunication or not communicating proper information

can reflect poorly on the best pet care providers. More often than not, a furry guest has a wonderful stay with you and your team; there were no negative issues and you loved having them stay with you. Then, the owner is worried sick because her furry best friend starts coughing a few days later. The pet parent never imagined it was possible for their pet to come down with something as common or harmless as the human cold. She imagines the worst. Having great information can turn her fears into a calm understanding. It’s also very common to clearly explain something to a client at check out and just hours or days later they contact you again with similar

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questions. This is all too common in our businesses as pet parents’ lives are full of distractions. At that very moment, your information might not be the most important to them. Therefore, they cannot retain everything you’re saying—regardless of how important it actually is. Having a well-trained human, either managers or possibly staff members, communicate important information is wonderful as it provides the emotional connection that humans relate to. Having additional tools will help clients from missing valuable information. It’s helpful to have back up documentation from an outside credible source to compliment your verbal explanation.

PET BOARDING & DAYCARE

Here are some of the more important and possibly uncomfortable topics: Topics Topics for for Cat Owners Upper Respiratory Infections in Cat • What is an upper respiratory infection in cats and how are they treated? • Do URIs occur only in pet care facilities? • Are these viruses a constant problem? • Can the pet care facility prevent my cat from being exposed to a URI? Successfully Lodging Your Cat • How to arrange lodging for your cat, what’s most important when choosing pet care • What level of staff training you should look for • Facts to consider including how cats adjust to a new surrounding • How to provide the best experience for you cat

Topics for Dog Owners Canine Bloat • What is Canine bloat (Gastric dilatation-volvulus)? • Causes of GDV • Signs, symptoms & treatments of GDV • Does bloating occur only at pet care facilities? Canine Cough • What is Canine Cough? • Where can dogs pick up Canine Cough? • Symptoms of Canine Cough • What to do if your dog develops Canine Cough? Canine Flu • What is Canine Flu as well as including different strains? • What are the symptoms? • How does CIV spread?

• Information on the vaccine and treatment Puppy Warts • What do puppy warts look like? • When and how do canines typically get puppy warts? • What should I do if my dog has puppy warts? • Are puppy warts contagious to humans? Dog Daycare • What is Dog Daycare and is it right for my dog? • Why does cost vary so much among different facilities? • Important factors to consider when choosing a day care facility • Essential questions to ask Successfully Lodging Your Dog • Advantages of lodging your dog at a quality pet care facility

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• How to select a lodging facility • Why vaccination requirements are so important • How to best acclimate your dog back home

Topics for All Owners Grooming • Why is grooming or bathing so important to a dog’s well-being? • Details on odor, anal glands, scratching and more • How to help your pet cooperate with the grooming process • Should cats be groomed? The most successful pet care facilities communicate proactively with their clients even when those topics might feel uncomfortable to approach. Having an informative hand out, ideally written from an outside, credible company will help increase pet parent’s knowledge and comfort. n

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PET BOARDING & DAYCARE

PROFILE OF SUCCESS

WHERE PETS LIVE LIFE

UNLEASHED By Kathy Hosler

Photos by Ruff Housing

PET BOARDING & DAYCARE

“In the beginning, we were only occupying twenty-five percent of the building that we leased. We quickly outgrew that space. In time, we

purchased the entire building, did some renovations, and continued to grow.” — Kim Vaughn (owner)

hen Kim Vaughn purchased Ruff Housing Dog Daycare & Lodging in August of 2008, it was a very small business. There was one manager and six or seven part-time employees. They only averaged about ten dogs a day at their daycare activities.

“We started with one location in Winston-Salem North Carolina,” says owner, Kim Vaughn. “In the beginning, we were only occupying twenty-five

percent of the building that we leased. We quickly outgrew that space. In time, we purchased the entire building, did some renovations, and continued to grow.” “Then we built a second location only seven miles from our initial facility,” Kim continues. “It was a bit of a risk, but we filled it up pretty quickly. And just a year and a half ago, we opened our new Greensboro, North Carolina location. It is our largest facility.” Ruff Housing offers daycare,

PET BOARDING & DAYCARE

overnight boarding and lodging, and full-service grooming at all three of these locations. The facilities each have from 8,500 to 16,000 sq ft of indoor space, and between 5,000 and 10,000 sq ft of outdoor play space. Each of the locations can handle over 100 dogs daily in their daycare. And, they can accommodate anywhere from 100 to about 130 overnight guests. The new Greensboro location can house more than 200 dogs.

They have regular bedrooms, penthouse suites (which have a television and a

webcam that operates 24/7 so that the

pet parents can see their dogs), and the unique slumber party option.

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“That’s a lot of dogs to take care of,” says Kim. “But we have a staff of about 150 now. We have dedicated staff members, a lot of knowledgeable managers, and many great procedures – that’s the key!” “Our staff training program differentiates us from other facilities,” shares Kim. “We have invested a lot of time and have created very specific in-house education programs where our employees have very organized and structured training for each job. Some of it is basic; like pet first aid, interacting with dogs, and reading a dog’s body language. Other parts are very specific to our operation. A lot of our staff also completes the ‘Knowing Dogs’ training that Susan Briggs and Robin Bennett offer.” Ruff Housing offers several overnight lodging options for their canine guests. They have regular bedrooms, penthouse suites (which have a television and a webcam that operates 24/7 so that the pet parents can see their dogs), and the unique slumber party option. The slumber party choice has become a big hit with the Ruff Housing clients. The dogs get to sleep crate-free in a large room on their own bed or cot. They are supervised by a staff member who stays in the room with them overnight. They assign up to ten dogs per staff member, and the large and small dogs sleep in separate groups. It has become extremely popular, especially for dogs that have separation anxiety and for owners who want their pet to be with a person at night. Most of the dogs that board overnight at Ruff Housing also attend daycare. They have indoor and outdoor activities scheduled throughout the day that give the dogs unleashed freedom and keeps them physically and mentally stimulated. The playgroups have a ratio of one staff member for every ten dogs. For

They have indoor and outdoor activities scheduled throughout the day that give the dogs unleashed freedom and keeps them physically and mentally stimulated. dogs that prefer more privacy, instead of daycare, they can enjoy a ‘private retreat’. They receive four walks a day and get a twenty minute individual playtime with a staff member. The Spa at Ruff Housing offers fullservice grooming at all of the locations. They use organic and all natural products and offer lots of spa services; things like aromatherapy body wraps, full body salt scrubs, and facials.

“One of the challenges we had was to find well-trained groomers to staff all of our locations,” shares Kim. “So we elected to train our own.” Ruff Housing now has a fourth location in Clemmons, North Carolina that is devoted strictly to grooming and to training groomers – it’s the Ruff Housing Grooming Academy. It has a very structured curriculum with a lot of one-on-one training and great emphasis

PET BOARDING & DAYCARE

on hands-on learning. Many who have completed the course have made it their career and become full-time groomer/ stylists with Ruff Housing. Kim shares that their website, www.ruffhousing.com has a wealth of information. “People can find basic information about our prices and all the services that we offer. Photos of the facilities and information about them are absolutely critical – especially for

They offer many special services at Ruff Housing, but one of the

more popular ones is the Happy Birthday Spa Package. The dog

receives a half-day of daycare, and then enjoys a pampering bath, followed by a special treat at the spa.

people who are new to the area,” says Kim. “Ninety-nine percent of our advertising is through word of mouth. We keep current with our social media

– Facebook, Twitter, and Instagram. Facebook is definitely our primary social media outlet.” They offer many special services

at Ruff Housing, but one of the more popular ones is the Happy Birthday Spa Package. The dog receives a half-day of daycare, and then enjoys a pampering bath, followed by a special treat at the spa. After that, he gets his picture taken (complete with birthday bandana and party hat) and the photo is posted on the Ruff Housing Facebook page. The clients absolutely love it! They share the photos with all of their friends, which brings a ton of free advertising to Ruff Housing. Kim and her staff give a lot of credit to Susan Briggs and Robin Bennett for all they have learned from them. “They have been great resources to me and to my staff,” says Kim. “And, we go to a lot of national conferences. We attend the Pet Boarding & Daycare Conference every year. They have been tremendously helpful in keeping us current with what is going on in the industry, and in teaching us how to improve our processes.” Ruff Housing may have started small, but their tremendous growth, and the hundreds of dogs that they care for on a daily basis, is proof that life is more fun when you are ‘Ruff Housing!’ n

@barkleighinc 34

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THE PERFECT KENNEL By Craig McAllester

PET BOARDING & DAYCARE

uilding a new boarding

and will one sink be enough? Will you

missed when building your list. Once this

kennel, an animal shelter, a

need a dishwasher, or do you plan to

list is complete and organized by room,

veterinary hospital, or any

hand-wash all your food and water

you can begin to get a sense as to the size

kind of structure, for that matter, is a

bowls? Will you towel-dry the bowls or

of the building that you are going to need.

process not too much unlike planning

let them air dry? If the latter, you will

The next step would be to find a location

a road trip. First, you must clearly

need a rack to keep them while they

for your new business. Do you plan to

identify where you are, right now,

drip-dry; preferably one over a drain

rent, buy, or build a new building?

before you can map a route to your new

board to handle that water for you. How

destination. Consider that, for example,

much cabinet storage and countertop

you are planning a trip to California. If

space will you need? Do you need a

you are in New York, the roads you take

refrigerator? If so, how large?

are going to be very different than if you started your journey in Florida. So, Where Are You Right Now? When building a new animal facility, I would recommend that you start with a blank sheet of paper and start writing down all the things that you want to have in your new kennel. Build your list as things come to mind

Work through each area of the building, and add anything you may have

Location, Location, Location! For a new business, especially a kennel, the location is extremely important. Most businesses need visibility, and having a business along a

For a new business, especially a kennel, the location is extremely important. Most businesses need visibility, and having a business along a major road offers great visibility.

and in no specific order. Don’t leave any rock unturned, and be as specific as you can. Cover all the areas of interest that

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you can imagine. Start with the inside of the building and think about all the uses throughout the building for both animals and people alike. Consider the

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outside of the building as well—do you want outdoor play yards and perhaps

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room for a waterdog pool? List them! Once you think your list is fairly complete, rewrite it in such a way as to keep like items together and then expand on each use. For example, you will need some place to prepare the food for your guests—a food prep room. Under that item, consider what else you will need that will go into this space. How many people will be working in this room at one time? How many food bowls will be prepared each day? Where will you store your guests’ food? Will you have a one-bowl sink, a two-bowl sink, or a three-bowl sink

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Regardless if you are building, buying, or renting, when deciding on a location, there are a lot of factors that must be considered. I strongly recommend that clients consult with a commercial real estate agent early in this process.

major road offers great visibility. These

indoors, so you may need more building

in this process. Perhaps a real estate

types of properties are usually offered at

to achieve all the uses on your list. If

attorney may need to be involved as

a premium, and often have significant

permitted, is there sufficient space for

things develop. Every business has

zoning restrictions. If that is the case,

having fenced outdoor play yards to keep

special needs, but few have more than

they may not be best suited for a new

the animals safe and secure? Do you have

a kennel. Regardless of the business,

start-up boarding kennel business.

room for sufficient parking and room for

commercial real estate agents have the

But there are other factors that must

growth, should you need to add another

training and knowledge that is key for

be considered before spending any

kennel in a few years?

finding properties specific to the needs

money on a piece of land or an existing building when planning a kennel. Looking over your list, consider

of their clients—it’s what they do! It is so Looking For Property Regardless if you are building,

permitted and that you understand the

all the uses of your business and how

buying, or renting, when deciding on

restrictions that apply, before buying any

they will fit into the property. Are

a location, there are a lot of factors

real estate.

both indoor and outdoor kennel runs

that must be considered. I strongly

permitted within your zoning district?

recommend that clients consult with

found, the sale of the property is made

If not, then all activities will need to be

a commercial real estate agent early

contingent on the use being approved.

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There may be certain requirements for locating a kennel within a rural, commercial, industrial, or even within an agricultural district. The zoning requirements are different in every municipality.

Sometimes, a zoning hearing may need

requirements are different in every

concerns do arise, then invite all the

to convene in order to approve the use,

municipality. A commercial real estate

neighbors to a dinner gathering and

so this may take some time. This is the

agent will help you sort through these

show them your plans. Showing them

best way to ensure you are not buying real

local requirements, will be able to locate

how you are addressing their specific

estate that you may not be able to use for

a parcel that will give you enough acreage

concerns, right in the drawings, will go

your kennel.

for growth, room for play yards, room for

a long way in having them support your

parking, and in an area where the kennel

new venture. n

Consider Zoning Regulations Early On

use will be permitted. Craig L. McAllester, President, Craig L. Already Own Your Land?

McAllester, Inc, kennel designer, has been

regulations prevent a kennel from being

Often, I design kennels that are to be

designing veterinary hospitals, boarding

built just anywhere, and for good reason.

built on a clients’ own property. This is

kennels, animal shelters, police, military,

For example, a kennel is likely not going

usually in a rural zoning district and the

and U.S. Department of HomeLand

to be permitted within a residential

neighbors’ homes are within an earshot

Security/Boarder Patrol working dog

zoning district. There may be certain

of each other. In these circumstances,

kennels, here in the United States of

requirements for locating a kennel within

I recommend that the client involve

America, and in countries around the

a rural, commercial, industrial, or even

their neighbors early-on to put to rest

world, since 2003. Craig may be contacted

within an agricultural district. The zoning

any concerns that they may have. If any

at 877-234-2301.

In most areas of this county, zoning

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By Al Locker

“I am considering building a new

up-scale pet resort, I’m working on a

feasibility and talking to my banker, so I need to know —

what will it cost?”

lmost every week I get a call asking a question similar

• Impact fees

to that. It’s like asking how

On a “from ground up” project,

much does a car cost. It could be from

the site development costs can be

ten thousand dollars up to a million,

substantial. The more difficult the site,

depending on the brand, type, and

such as one on a hillside, the more it

features. It’s exactly the same for a pet

will affect the cost. Also, if the local

care facility.

permitting authority has any special

When first thinking about cost,

requirement like parking, landscaping,

most people only consider the hard

sound control, traffic, or fire lanes,

construction costs and the land or lease

these could really skew the per-square-

cost. There are many other project costs

foot cost for construction.

involved, but here are just a few critical areas to start with: • Architectural & engineering fees • Bank fees

• Site work & development • Furniture and ﬁxtures • Advertising

• Organizational set up costs • Permitting

• Startup costs

• Zoning

PET BOARDING & DAYCARE

If the project is a tenant improvement buildout, there may be substantial demolition costs of the existing space, and retro work to bring the building to meet current city code. Lastly, there is your locale to consider. For instance, construction costs in New York City are considerably higher than in Jacksonville, Florida. Adding to the cost question, we

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A facility that has half of the area as open daycare space and no

grooming will be less expensive to build than an equal-quality facility with grooming, enclosure boarding, and a smaller daycare area.

must also determine what components

both need a reception area, breakroom,

actually comprise your vision of an

prep area, office, groom room, and

up-scale pet resort. To provide a ballpark

restrooms. These areas are more

proportion of the profit centers to the

construction and/or total project cost

costly than an open daycare space,

total project will also affect the per-

estimate, first consider all the profit

for instance, due to the mechanical,

square-foot cost. A facility that has half

centers you have planned and the

electrical, plumbing, and finishes

of the area as open daycare space and

proposed volume of pets you want to

needed for them. The size and cost

no grooming will be less expensive to

service for each. Then a more in-depth

of those areas will be similar in both

build than an equal-quality facility with

discussion of the proposed method of

facilities; however, the per- square-

grooming, enclosure boarding, and a

operations, including cleaning protocol,

foot cost is being calculated with one

smaller daycare area.

for each profit center is needed. From that

being twice the size of the other. So

information, the square footage and other

the smaller one’s cost per-square-foot

It’s a subjective term and varies from

building requirements can be made to

will be higher than the larger one. In

person to person. In areas that only

determine the size of the facility.

this industry however, I’ve observed

have older facilities around, a new

There are economies to scale, and

that there are many sizes and ways to

modern facility may be upscale in

size does matter. For example, compare a

be successful. Just be aware that when

comparison. Some consider the hotel-

2,000 sf facility and a 4,000 sf facility that

you are trying to get some pricing done

lobby look for the reception, client

there are many variables. In addition to size, the types and

Lastly, what does up-scale mean?

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social interaction areas, and boarding

question... My answer is ‘it depends’.

Inc. Turnkey, Inc. is a 55-year old design/

the pets in warehouse-type areas to be

Even though there is no obvious and

build construction company specializing

up-scale.

quick answer to that question, through

in design and consulting for the pet

an interview process gathering the

industry. Turnkey has designed over 65

every part of the facility, including the

above information, your project

pet care facilities, including veterinary

pet accommodations are high-end,

parameters and size can be established.

hospitals around the U.S., and built

including flooring, lighting, furniture,

From that point, a ballpark estimate of a

twelve in the Houston area. Designs

decoration, wall finishes, and flat-

project’s cost can be easily determined. I

range from ground-up construction

screen televisions. Or, up-scale could be

guess ‘easily’ is also subjective! n

to lease space build-out/tenant

To others, up-scale means that

improvements. Al & his wife, Suzanne,

any combination of the above. So back to answering the original

Al Locker is the president of Turnkey,

have owned ABC Pet Resort since 1991.

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ANIMAL HEALTH

SAFE PRACTICES FOR

THE WINTER

MONTHS By Laura Pakis, CPT

epending on where you live, winter can mean freezing cold, mild humid conditions, or anything in between. Wherever you are, you need to be aware of how weather conditions affect a dog. There is no hard and fast number which constitutes weather that is

Teach kennel staff to watch what dogs eat

outside. Snow may cause upset stomach in

addition to the possibility of hidden objects in the snow. Have the staff wipe off dog’s feet that come in to be boarded.

dangerous. A harsh winter wind with a freezing wind chill can be just as

temperatures. Being outside too

if he’s not doing as well in the cold as he

dangerous as a cold, drenching rain. To

long can lead to an increased risk of

has in the past. Heart disease, kidney

make matters more confusing, healthy

hypothermia or even frostbite for them.

disease, and diabetes can interfere with

dogs not accustom to frigid winter

a dog’s ability to maintain his body

weather or warm sunny climates may

signs that could indicate they are cold:

be uncomfortable until they adapt. It’s

whining, shivering, looking anxious,

important to know each dog’s ability

slower movements, and intensely looking

dogs eat outside. Snow may cause upset

to tolerate weather changes rather than

for somewhere to hide away from the

stomach in addition to the possibility

take chances.

weather. Also use common sense; if you’re

of hidden objects in the snow. Have

not comfortable and have to bundle up, a

the staff wipe off dog’s feet that come

dog could be at risk.

in to be boarded. Dogs can ingest salt,

As a general rule, puppies, elderly dogs, dogs with health conditions, short haired, and short legged dogs are particularly sensitive to cold 46

It is important to be aware of the

A veterinary visit might be in order if a dog hasn’t had a yearly checkup or PET BOARDING & DAYCARE

temperature. Teach kennel staff to watch what

antifreeze, or other chemicals while licking their paws.

Sample Health Report Card ____________________________________â&#x20AC;&#x2122;s Report Card Last Name ______________________________________ Examined By_______________________ Date: ________

VACCINATION PROGRAM ___ ALL OK ___ DUE q Distemper/Parvo

q Lyme

q Bordetella

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

q Rabies

q Rattlesnake

q Flu

q Distemper q Leukemia

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

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

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

EARS q No problems found q Inflamed q Itchy

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

q No problems found q Breathing too rapidly q Coughing

q Breathing difficulty q Congestion q Other: ________________

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

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

URINARY/REPRODUCTIVE SYSTEM NOSE & THROAT q No problems found

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

q Nasal discharge

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

WEIGHT: _____ lbs q Normal range q Too heavy

q Too thin q Recommended weight: _______

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

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

COMMENTS:

PRODUCTS RECOMMENDED:

PET BOARDING & DAYCARE

There are several products on the market designed to protect dog paw pads during the winter from “pet safe” de-icing products to protective waxes and dog booties.

Consider adding on an examination

pads during the winter from “pet safe”

of the dog’s pads. Dry winter air can

de-icing products to protective waxes

contribute to drying and cracking pads.

and dog booties. Offering products like

Pads may bleed from encrusted snow

Bag Balm or Musher’s Secret to your

or ice. There are several products on

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the market designed to protect dog paw

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and taking precautions are your best bets. Familiarity with cold weather health hazards can keep dogs safe while allowing them to enjoy the outdoors. So bundle up - both of you, and prepare for a safe winter season. n Laura Pakis is an experienced certified professional trainer and owner/founder of Acme Canine. A veteran dog trainer, Laura feels responsible ownership is an important part of having a dog and guides her business toward providing dog owners with not only training knowledge, but also care and understanding of dogs. Laura is a certified in Pet First Aid by the American Red Cross and PetSaver, is AKC Canine Good Citizen and Community Canine Evaluator, and AKC PuppySTAR evaluator. She is certified in breed selection, puppy development, assistance dog training, basic and advanced obedience, Police K-9 and protection training, tracking, E-touch training, and Pack to Basics.

@barkleighinc Call us or visit our website to receive our latest catalog!

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PET BOARDING & DAYCARE

THE

GREAT

CORRECTLY IDENTIFYING SYMPTOMS By Bernadine Cruz, DVM

PET BOARDING & DAYCARE

ymptoms are defined as “a sign or indication, a phenomenon accompanying something and serving as evidence”. Symptoms are not a disease. They are not always specific to a particular condition and frequently masquerade as another. Some of the greatest imposter symptoms are vomiting and diarrhea, along with itching/biting/scratching. Changes in weight - up or down, and those annoying bumps are but a few of the others that can arise from myriad conditions. Is it vomiting or regurgitation? Does it make any difference when you still have to clean up the mess? Vomiting takes concerted effort to hurl the contents of the stomach onto your newly cleaned rug…it rarely seems to be on the bare floor. Regurgitation is passive. Your pet may only need to put its head down and the material falls out of its mouth. Regurgitation can indicate a defect in the esophagus, the tube that connects the mouth to the rest of the digestive tract. Diseases such as certain birth defects, cancer, rabies, various

muscle diseases, neuropathies, and hernias of the diaphragm can all present with regurgitation. Vomiting is often preceded by that look of nausea - drooling, lip smacking, worried countenance. Then comes the repeated sucking in of the gut and that sound you made when you ate too much at the county fair and rode the tilt-awhirl. An occasional bout of vomiting is not uncommon, but when it has been going on for several days, there is blood in the vomitus (it may look like coffee grounds), the pet is weak, has concurrent diarrhea or you see definite signs of foreign material, there is no time to waste. Get the pet to the veterinarian ASAP. Toxins, uncontrolled diabetes mellitus, dietary indiscretion, numerous infectious diseases, and a litany of other maladies can all have you reaching for the floor cleaner. Itching/biting/scratching by a dog or cat can be due to all the same reasons your skin becomes irritated. Allergies to what a pet sleeps on, steps on, inhales, bathed in, or eats can result in skin

Dramatic fluctuations in weight, either up

or down, should be cause for concern.

Depending on the size of your pet, a pound

or two can be a huge change.

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Donâ&#x20AC;&#x2122;t wait until you

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start treating your pet.

Most veterinarians will recommend that you practice year round external parasite control.

irritation, even if it has been exposed to these items for years. Certain hormonal induced conditions can also result in flaking, scaling, and poor hair coats. Where a pets licks or bites itself can assist a veterinarian in determining the cause of the dermal dilemma. Fleas are notorious for causing skin issues. Some pets are so exquisitely sensitive to fleas that it may only take a single bite to set off a vicious cycle of self trauma. Donâ&#x20AC;&#x2122;t

wait until you see fleas before you start treating your pet. Most veterinarians will recommend that you practice year round external parasite control. Dramatic fluctuations in weight, either up or down, should be cause for concern. Depending on the size of your pet, a pound or two can be a huge change. A 2# weight loss for a 10# cat would be the same as a 120# woman losing 24#. That is equivalent to a loss

of 20%. Causes for tipping the scales downward could be dental disease, kidney or liver disorders, diabetes mellitus, an overactive thyroid in a geriatric cat, an increase in exercise, or simply someone in the family forgetting to feed the pet. Pudgy pooches may attribute their portliness to grandma slipping them too many treats, lack of exercise, hormonal

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diseases, or cancer. Monitoring a pet’s weight doesn’t require taking it to the veterinarian’s office for a monthly weigh in. If the pet is small enough, jump on your own bathroom scale with and without the pet. You can also use body condition scoring. Gently place your hands on the pet’s ribcage, right after the shoulders; with a bit of pressure you should be able to feel the ribs. If you are pinching an inch, it is over optimum. Bumps, more times than not when a pet owner makes an appointment for a lump/bump check, in their minds, they have already made the diagnosis. They fear it is cancer. Thankfully, the majority of the time it isn’t the dreaded “C” word. Sometimes it is merely fat - a squishy lump of blubber under the skin. Lipomas can be anywhere on the body. They usually grow slowly and are not painful. A nodule may be an oily gland cyst, a sebaceous adenoma - think of a huge zit! They can rupture and become infected so removal may be needed. As with people, you typically can’t tell if a bump is cancerous merely by looking at it. Obtaining a sample by performing a fine needle aspirate (sucking out some of the cells) or getting a chunk of the mass (biopsy) and submitting it to a pathologist for analysis is the best way to get the most accurate answer. Though it can be tempting to self diagnose or consult Dr. Google for what ails a pet, resist the temptation. Most veterinarians will gladly conduct a brief complimentary phone consultation with you regarding your concerns. But don’t be surprised if they recommend bringing the pet in for an examination, symptoms can be great pretenders. n

@barkleighinc

PET BOARDING & DAYCARE

NEW PRODUCTS MASK MEDICATION TASTE AND ODOR IN PROBIOS® PRO-PILL PODS FOR DOGS

New from Vets Plus, Inc., Probios® Pro-Pill Pods™ provide a convenient, simple way to give medication to dogs. These unique pods can be shaped around a pill to mask unsavory flavors and odor, making the process of giving a pill hassle-free. Plus, they contain probiotics so dogs get the added

benefit of good bacteria for digestion and appetite. Like the rest of the Probios® line, Pro-Pill Pods™ contain live beneficial bacteria to support healthy appetite, digestion, and nutrient absorption. Pro-Pill Pods™ contain no added sugars, no corn and no artificial colors. The pods, which are naturally flavored with real chicken and peanut butter, are available in two sizes that fit most capsules and tablets. www.probios.com

ACOUSTIBLOK’S POPULAR ACOUSTIFENCE® GOES “GREEN”

Acoustiblok Corporation, a leader in noise control products, announces a new product: Landscape Green Acoustifence (Pat. Pend). One of Acoustiblok’s most popular products, Acoustifence is designed as an advanced sound barrier that can easily be attached to most types of fencing. The new green shade easily blends into the environment. Acoustifence features: UV Tolerant, paintable (acrylic latex vinyl based), easy to install or remove from existing fence, impervious to water, totally non-mold, made from over 90% recycled or organic material, 100% recyclable, vermin proof, easily washed, and made in USA from all US materials. Acoustifence is available by the roll, and can be ordered reinforced with a selected number of grommets depending on the application. For more information: 1-813-9801400 ext 210. aknight@acoustiblok. com www.acoustiblok.com

PET BOARDING & DAYCARE

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Specially formulated to act as an invisible barrier to help prevent potential paw damage Top Performance® Paw Defense Paw Protection Wax contains vitamin E to moisturize, help soothe wounds, and keep paws healthy. Made in the U.S.A. When applied, Top Performance Paw Defense Paw Protection Wax protects paws from damage caused by abrasive surfaces, hot or cold pavement, ice, and salt. • Contains vitamin E to moisturize, help soothe wounds, and keep paws healthy • Nontoxic and hypoallergenic formula is easy to apply • Great for year-round use, or as needed Packaged for retail in a 60g container. www.petedge.com and www.petedgeds.com.

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HAPPY CAMPER CARD Great for boarding kennel and daycare operators! Grade each pet in your care from an A+ to an F. Time-saving checklist will let your clients know that their pets ate well, had fleas, or should see a vet... and much more! Great promotional tool! Barkleigh Productions, Inc. barkleigh.com barkleighstore.com (717) 691-3388

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