Pet Boarding and Daycare November December 2018 by Barkleigh Productions

VOL 8 â&#x20AC;¢ ED 6

NOV / DEC 2018

WWW.PETBOARDINGANDDAYCARE.COM

and daycare magazine

MAKING THE MOST OF THE

HOLIDAY RUSH

FLYING IN ST YLE

KNOW THE FACTS BEFORE FLYING WITH PETS

Profile of Success

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TOWN USA

“What a diﬀerence

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OWNERS OF STERLING MEADOWS KENNEL & CATTERY

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SINCE 1927

STAFF PUBLISHER Barkleigh Productions, Inc.

and daycare magazine

EXECUTIVE EDITOR Rebecca Shipman

N OV E M B E R / D E CE M B E R 2 0 1 8

CONTENTS

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

CHIEF OPERATIONS OFFICER Adam Lohr

HOUNDS TOWN USA:

WHERE DOGS CAN BE DOGS FACILITY

DIRECTOR OF MARKETING & CLIENT RELATIONS James Severs

MAKING THE

ADMIN / MARKETING ASSISTANT Karin Grottola

38 KNOW THE FACTS BEFORE FLYING WITH PETS

SOCIAL MEDIA / PR COORDINATOR Chelsey Hall

by Craig McAllester

by Laura Laaman

***7th User Free at Show Only***

Animal Behavior

Pet boarding is filled with peaks and valleys

CONTACT

of demand. How you navigate these helps

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

determines your profitability, or lack thereof.

Target Training Games for Daycare

Business 16

Copyright November 2018. Pet Boarding & Daycare is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Pet Boarding & Daycare c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com

OF THE

MARKETING COORDINATOR Alyx Robertson

10 22

hough countless factors are in flux at any given time, pet care facility owners can count on the holidays bringing the greatest periods of demand. This is, of course, due to increased human travel. Depending on your region, Thanksgiving might hail of your busiest times. Many will experience the most traffic over the Christmas holiday. Of course, you’ll want to fill your brick–and–mortar facility as much as possible during these critical

times. However, truly capitalizing on these opportunities takes careful con38 sideration. You might start by asking yourself, “Who should I let in?” Each New Client is a Christmas Present Human hotels generally fill with a first–come–first–served basis, with the exception of loyalty programs. Booking this way might work for human hotels, but pet care facilities have much more to offer than a

You’re Fired! Is It Ever Appropriate to Fire A Customer? 3 Elements of an Effective “SEO Formula” for Your Blog Posts PET BOARDING & DAYCARE

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few years ago, I designed a kennel in Florida for a client who was living in New York at the time. My client’s elderly mother had 40 pet dogs. These dogs were her life. She spent every minute, every day, all day long working with and caring for these animals.

Animal Health

Canine Hepatitis: Canine Adenovirus Type 1 As I am writing this article, I hear

imals from local shelters to shelters in

PET BOARDING & DAYCARE

Industry News 54 60 60

AKC S.A.F.E. Grooming Certification Program Classifieds New Products

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Facility 48

Cleaning Solutions for Your Pet Care Facility

PET BOARDING & DAYCARE

ANIMAL BEHAVIOR

TARGET

TRAINING GAMES FOR DAYCARE by Melissa Viera

Target training might be one of the most multifaceted core behaviors for dogs to learn. Training a dog to nose or body–target is fairly simple.

nce a dog knows the

nose target, the animal touches his

targeting game, there are

nose to an object, or a person's hand. In

many ways that it can

just one session, even animals with no

be used. Imagine being in a group of

training experience will usually get the

daycare dogs and being able to call each

concept down. In a few more sessions,

dog individually using a target recall or

the behavior can be put on cue and

send each dog to their own place.

cleaned up enough to make it useful for

Animals can learn to hold their nose to a target during grooming and

daycare games. The first step to teaching the

veterinary procedures. Target training is

nose target is simple. Most dogs will

also useful for training many tricks. For

naturally want to investigate the target,

example, a dog can be taught to push a

which can be any object you choose to

door closed by touching a target with

use, or your hand. Hold the target or

his nose.

place it down when the dog is watching,

There are many different types of

and when he leans in for that first sniff,

targeting behaviors that can be taught;

mark and reward right away. Some

nose, paw and even shoulder targeting,

dogs will need some more encourage-

to name a few. With a simple to train

ment, but be patient. Once the dog

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.

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 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 all cash offers with no finance contingency • Offer Joint Venture partnerships for growth and flexibility • Buy the real estate outright or lease from you

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A marker can be a word, the click of a clicker, a whistle or any consistent sound or signal. The marker tells the animal exactly what they did to earn a reward. It will only be used for training purposes and it is always followed by a reward.

understands the targeting game, training moves along quite quickly. Marker–reward training is helpful for success with target training. Food rewards tend to work great for training the behavior quickly. Other types of rewards can be used as well, such as praise, toys and play. One of the benefits of using small bits of high–value food is that the animal eats the treat and continues the training without having to take a lot of time with the reward. A marker can be a word, the click of a clicker, a whistle or any consistent sound or signal. The marker tells the animal exactly what they did to earn a reward. It will only be used for training purposes and it is always followed by a reward. With target training, you want to mark the instant the dog's nose makes contact with the target and follow with the treat reward. Without using a marker it would be difficult to communicate with the dog clearly so that the dog understands it is the behavior of his nose touching the target that earns the reward, and not when his nose pulls away. In the beginning, every successful touch to the target earns a reward, but the rewards can be random once the behavior is learned. Some dogs won't need much upkeep of the training at home, while others should get as much practice as possible. Many clients will appreciate the extra care and attention their pet is receiving when you tell them about the training. Whenever you train something new during daycare, send home a report card or a few notes so the pet owner can reinforce the training at home. A nose to hand target can be used as a recall to get dogs to come when called. Train dogs to target individually,

PET BOARDING & DAYCARE

being careful food aggressive dogs do not work close to each other to prevent fights. Once you have the behavior on cue, you can teach dogs to respond to their names and the cue. With practice, you can call individual dogs in a group to come touch your hand and check–in. A good cue word is “touch,” so you would say the dog’s name then ask for a touch. Targeting is also great for trick training. If your clients are interested in using targeting, provide them with a simple, one page outline of instructions, or direct them to a video on the web with examples of targeting. You don't have to give them an entire training lesson, just enough to get them inspired to try it on their own. There are many tricks that require dogs to touch an object or go to a mark which targeting will be the foundation for. Trick training is a fun way to enrich dogs during daycare. Full body targeting is also useful for groups of dogs. Each dog can learn to go to their own place which can be a raised platform or even just a place mat. Teach the dogs to stay on their place until released. An example of a release word is, “break.” If you are ready for a fun challenge, then why not give targeting a try? Start small by choosing just one or two dogs to begin experimenting with, or try it with your own dogs. The training is fun and fairly simple, but it takes some trial and error to be able to incorporate it into normal daycare time. Don't get discouraged if it takes some practice to start being able to use the targeting with your groups. You can have a positive impact with target training by helping dogs build confidence, listen to instructions and have fun! n

PET BOARDING & DAYCARE

BUSINESS

! IS IT EVER APPROPRIATE TO FIRE A CUSTOMER? by Khris Berry

PET BOARDING & DAYCARE

onsider the pet professional’s

shows up in your lobby five minutes

typical day at work; time

after you close with children in tow and

management, extensive recall

a leashless Max leaping and bounding

True customer service begins with a desire

of canine and feline breed and health

at the anticipation of staying with his

information, basic animal handling skills,

favorite canine friends for the weekend.

technical knowledge regarding proper

As her children are attempting to fish

tool use and maintenance, facility main-

your Nemo fish from the aquarium

tenance, problem solving…and these are

while standing on your lobby furniture,

just some of the talents that pet industry

she explains that she didn’t have time

professionals draw upon daily when com-

to prepare his meals—just feed him

of disappointment which turn into

pleting their daily chores. Many kennel

whatever. You get his paperwork set,

tears from the smallest two children.

and daycare attendants and owners may

wrangle him with a slip lead, and as his

Amy provides her credit card to the

add customer service skills to that list as a

family leaves in a flurry, Amy mentions

receptionist while addressing only her

necessary tool for maintaining long-term,

over her shoulder to please have him

dog saying, “What did they do to you,

successful client relationships.

groomed before they pick him up.

Max?” The interaction ends awkwardly

Customer service is not just a

Fast forward a few days, Max is

to please the customer. And that’s where our story takes a small detour.

and everyone moves on with their day.

practice for some pet professionals

now clean, comfortable and mat free.

but a mantra. These caretakers pride

His family returns to pick him up

and Facebook, simultaneously. Amy

themselves on their long list of regular

and proceeds to greet him with gasps

explains to her adoring Facebook

On Tuesday, the review hits Yelp

clients, frequency of visits, and the relationships they develop with their customers and their pets. These are the caretakers who go above the demands of the job—often spending extra time and effort to achieve the best results without regard for compensation. True customer service begins with a desire to please the customer. And that’s where our story takes a small detour. Enter Amy. Amy is a mother of four beautiful children who go to a private school. We know this because she posts photos of her ambitious children on Facebook often. She includes the family’s Goldendoodle, Max, in most, if not all, of those photos. Max is always pictured in various states of dog–ness, such as playing in mud puddles, swimming with the children and hiking through the local nature trails. Amy calls last minute due to her hectic family schedule on the occasional Friday afternoon and needs to get Max boarded last minute—every time. She

PET BOARDING & DAYCARE

Often times, your most difficult clients can become your biggest advocates and most informed with some “client training.” following that Groomer Michelle scalped Max and gave him a ridiculous haircut. She continues to explain his extreme mental distress at being shaved as well as his sudden onset of devastating diarrhea which must be caused by your lack of cleanliness. What do you do? Because you are a customer service–oriented professional, your first instinct may be to respond, or reach out to Customer Amy by phone, text or email. Your groomer insists that Max’s coat was so neglected that she had no choice in his style. You are certain that Max suffered from a sudden Dick with Ace, Ruthie & Gaston

diet change upon his return home. This is the pivotal point where every pet professional must make a decision—do you fire this client?

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Here are some basic considerations to help you choose if you should offer services to a client in the future: 1. Can you afford to lose the client? Before you say yes, weigh the options. She is one client, and she may be connected on average to ten other clients. Her bad reviews however, may reach dozens of potential clients. 2. Can you educate the client? Often times, your most difficult clients can become your biggest advocates and most informed with some “client training.” This would include having a clear and

If you choose to

open conversation with the client about general pet care including sudden diet change and routine grooming schedules. 3. If you choose to fire the client,

up on the “no service” list. Keep in mind that pet care is a luxury service. Many times, the clients who end up on the potential “firing”

you are passing the problem on to

line are the ones who are budget–

another provider. On the other hand,

minded and trying to stretch their pet’s

another provider may have an easier

care budget too far. When you notice

time communicating with her about

that a client is trying to stretch the

the pet care process.

grooming service too long (resulting

4. Most misunderstandings and

in matting or other coat issues), it’s

tension between animal caretakers

acceptable to point out that a different

you should explain why you

and clients occur because of a lack of

cut is offered for her breed to extend

communication. If you choose to fire

her grooming budget. Often times,

cannot offer the service she

a client, you should explain why you

clients are struggling to afford the lux-

cannot offer the service she wants, but

uries they wish to provide their pets.

wants, but be prepared to

be prepared to recommend someone

Some suggested conversations are:

recommend someone who

black list the client and not provide

benefit from extra walks, but we can

her future service, but she may never

only provide them for an extra fee.

know what she is doing wrong to end

That allows our facility to afford the

may suit her better.

who may suit her better. It is easier to

“I understand that Max would

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bring Max every 12 weeks. However, you are asking me for a 4 week style. Let’s work together to decide which of those options suits your lifestyle better—it’s your choice.”

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“I understand that you have a busy schedule—I am fortunate to have a lot of clients just like you. Let’s talk about your next few trips so that we can make sure we have a room booked for Max.” These are just suggested ways to approach training customers like Amy to become better clients and, ultimately, better pet owners. When you’ve exhausted your strategies, you may need to finally sever the relationship. It’s an easy phone call to make, and best done on your time

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and schedule instead of waiting for show up on your appointment book mysteriously. “I’ve enjoyed caring for Max, but I think that you would be better served by another caretaker in the future. There are several facilities in the area who manage clients with your time constraints (insert any problem here) and may suit you much better. I can provide a few names if you like. I want to make sure you get everything you want from a pet service provider—I think you will be happier elsewhere. Give Max a pat for us and thank you for your past business.” For the customer service–oriented pet professional, the day you release a client who has plagued you and your business is very liberating. Realizing that you can’t and won’t please every customer is a huge step in becoming a better professional. n

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her to call or worrying that she will

MAKING THE

OF THE

by Laura Laaman Pet boarding is filled with peaks and valleys of demand. How you navigate these helps determines your profitability, or lack thereof.

PET BOARDING & DAYCARE

times. However, truly capitalizing on these opportunities takes careful consideration. You might start by asking yourself, “Who should I let in?” Each New Client is a Christmas Present Human hotels generally fill with a first–come–first–served basis, with the exception of loyalty programs. Booking this way might work for human hotels, but pet care facilities have much more to offer than a

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Plenty of ideal clients might come knocking at your door come holiday time. Some risk factors include:

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home–away–from–home for the holidays. We provide loving care and activities. The holiday surge of business is a chance to make your business healthier, not just in pet health, but in increased holiday revenues and beyond. Boosting your new client intake is a critical part of your company’s growth. Every year, even the most successful and client–centric pet care facilities lose a percentage of their client base through no fault of their own. Clients move, pets age out or, sadly, pass away. This natural, inevitable attrition can lead to a yearly loss of about 30% of existing clients. This means your growth, as well as your stability, depends on continuous acquisition of new clients. It may feel natural to show preference to existing customers during your busiest times, and loyalty is important. But this period of high demand allows you the chance to be a little choosier, leaving room for those precious and valuable new clients. A returning client who only visits you during the holidays might be displacing a new client ready to use many of your services, year–round. How do you determine how often a client will use your services or how many services they will use? Ask during your initial intake procedure. Smart pet care facility owners designate a minimum of 25% of their inventory to new clients over the holiday rush. So, Who Should You Let In? As you decide who you should let in, consider the upside a client brings in as well as the risks. Plenty of ideal clients (young pets, daycare users, frequent travelers…) might come knocking at your door come holiday time. Some risk factors include: • Aggression: Aggressive dogs present increased liabilities (risk to employees or other pets, increased workman’s compensation claims, bad

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public relations...) with little financial benefit to offset the possible downsides. During this peak season, set up a system to evaluate the inherent risk that comes with aggressive dogs. • Age: Accepting reservations from all your returning clients, especially those with senior pets, quickly drives up the average age of your client base. Younger dogs will statistically need your services more often and their owners are more likely to spend more. I’m not suggesting you turn away an older pet who has stayed with you for years and done well while in your care. Rather, you can consider how well a new, older pet will do while staying with you. • Health: Similar to age, health affects how well a pet will do while in your care, as well as how much a client might use your services. On top of this, you have the risk factor of a pet growing ill or passing away in your care, through no fault of your own. If you’ve experienced this, you know firsthand the sorrow and disruption this causes to your team. Ultimately, it’s wise to make the most out of the burst of holiday business. Accepting every reservation as it comes in means turning away valuable new clients and sending them right into the arms of your competitors. n Laura Laaman is president of Outstanding Pet Care. Outstanding Pet Care guarantees to substantially increase the revenues of its clients with its proven services. If you’re interested in growing your revenues, schedule an individual consultation with Laura Laaman or one of her team members. Call Outstanding Pet Care at 1-888-735-5667 or go to www.OutstandingPetCare.com.

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owever, I’m going to guess that if you’re like most of the pet care providers I’ve worked with over the years, you’re more confused about blogging than excited about it. Which is fine, because I’m going to share a strategic way you can incorporate SEO (Search Engine Optimization) elements into your posts. Here’s the thing, SEO has a lot to do with quality content. Yet, it’s also a series of “micro–tasks” that help search engines find your blog and deliver it to your ideal clients.

3 ELEMENTS

EFFECTIVE T

“SEO FORMUL A” FOR YOUR

BLOGPOSTS

by Jen Phillips April What I’m going to share with you is a little controversial among blogging purists. After all, they’re all “blog from the heart” because your ideal clients will be attracted to your passion.

PET BOARDING & DAYCARE

The SEO Formula The majority of good SEO starts with your topic. What do your clients want to know about their pets that you can answer? I’d venture that the answer is, a lot. As a pet professional, you’re an expert on most things dog, and maybe cat. Your blog is an opportunity to share that knowledge with your current and future clients. 1) Choose Your Topic: Some topics are more searched than others and it’s easy to discover what your potential clients want to know by using keyword search tools, which are easily available online. Let’s say our keyword software tells us that 250,000 people a month are searching for “How to Check for Ticks on Dogs.” As a pet care provider, you have a lot of experience in this area and you can write a post giving your best tips on where ticks like to hide and safe methods of removal. You can even use this as your blog title too. Keep it simple. 2) Use an Image (and Name It): We live in a visual world and statistics show that blogs with images

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BOOTH #3

ELEMENTS

EFFECTIVE T

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BLOGPOSTS

CHOOSE

YOUR TOPIC USE KEYWORD SEARCH TOOLS

USE AN

META TITLE & DESCRIPTION

NAME YOUR IMAGE

ENTICE SOMEONE TO CLICK ON YOUR POST

IMAGE

APPROPRIATELY

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3) Don’t Forget Your Meta Title and Description This is the title and description that will appear on the search engine results page (SERPS) and every Content Management System. Squarespace, Wordpress, etc. all have fields for you to fill out with your title and description. Use your existing blog title in the title field. For the description area, write two medium sentences, one of which includes your keyword term. For example, “Atlanta pet boarding facility owner, Karen, shows you how to remove ticks on dogs safely. You’ll also discover how to identify ticks.” The goal is for you to entice someone to click on your post.

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get more views. Plus, if you name your image appropriately, that’s a “micro-task” that can help boost your SEO. There are lots of places where you can find high–quality, royalty–free images. Pexels.com and pixabay.com are two I like. You can also hone your photography skills and take them yourself. Then, when you save the image to your computer, name it with your keyword term, “ticks on dogs”—for example, rather than image 001234. jpg. Then, when you upload the image to your blog, remember to fill in the <alt> tag with the name again. This is what SEO is; a series of micro–events that, on their own, are small, but taken together, make a difference.

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PROFILE OF SUCCESS

PET BOARDING & DAYCARE

WHERE DOGS

CAN BE

DOGS!

by Kathy Hosler

P rime Location G rowing Industry

Photos provided by Hounds Town USA

rom the time I can

he was in the Navy Reserves

remember, I was drawn

Canine Military program. When it

to dogs and interacted

came time for him to retire from

with them," says Mike Gould,

the Nassau Police Department, he

Founder and CEO of Hounds

knew that he wanted to continue to

Town USA.

do something with dogs.

Mike was born in Brooklyn,

"I had a scent detection

New York and grew up to be a po-

business where I trained narcotic

lice officer. "In 1982 the department

detection and explosive and cadav-

wanted to develop a K–9 program,"

er dogs—and that's the direction I

said Mike. "From that time on, my

thought I would be going in," Mike

life involved and evolved around

says. "I rented a building on Long

dogs and dog management."

Island with that plan in mind...

Mike became a police lieu-

then 911 happened.”

tenant and commanded the Nassau

"In 2001, I was deployed to

County K–9 unit. Simultaneously,

work Search and Rescue at Ground

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Mike opened

Zero. Many of the rescue workers

his doors to the

ple) involved in the recovery efforts

(firemen, military, and medical peo-

rescue workers’

were working twenty hours a day, and

dogs. Not long

own dogs."

after, he began to take in private peoples’ pets, and Hounds Town USA came into being.

they needed somewhere to keep their Mike opened his doors to the rescue workers’ dogs. Not long after, he began to take in private peoples’ pets, and Hounds Town USA came into being. "Since then, we have cared for almost one million dogs," says Mike proudly. What is the secret to Hounds Town USA’s success? They focus on the needs of the dogs, and everything they do is based on the safety of the pets in their care. "Dogs are pack animals," Mike says. "Most people keep their dogs separated and don't let them interact with each other. The primary service we provide is interactive doggie daycare. It's the core business at all of our locations.” "What separates us from other well–intentioned pet care providers," Mike says, “is our ability to deeply

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understand pack structure and dynam-

not interact with the dogs, but can social-

on serving the petsâ&#x20AC;&#x2122; needs first. Second

ics, how the dog brain works, and what

ize with other felines if they desire.

to that is pleasing the owners. Hounds

their needs are." Dogs aren't the only ones who can

The services that Hounds Town

Town has beautiful facilities and they

USA provides are: interactive daycare,

offer many accouterments that appeal

vacation at Hounds Town USA. Cats can

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The services that Hounds Town USA provides are: interactive daycare, overnight boarding of dogs and cats, grooming, retail sales, and a

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participate in the interactive daycare and receive breakfast, dinner and a mid–day nap in their rooms. Caring for thousands of pets and satisfying their owners doesn't happen automatically, you have to have a welltrained, dependable staff. "Our staff is the backbone of our business," says Mike. "It is critical that we select and train them properly. Each person goes through our program, which includes becoming certified in canine CPR, before they come on as

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who started out as pooper scoopers, have now become franchise owners." "I started my relationship with

“We look for positive, passionate animal people who are not afraid to

pictures daily. People love them!” "Our goal is always to connect with the customer as much as possible on

Hounds Town as a doggie daycare

social media. It allows them to see what

customer," says Jackie Bondanza, the

goes on with their dog throughout the

president of Hounds Town USA. "Now,

day," Jackie continues. "And, we focus on

I am busy in our corporate office

training our franchisees on how to ap-

every day and I head up our franchise

propriately position themselves as a fun

program. We have nine locations at the

and engaging brand on social media."

present time, with more opening soon."

Five times a year, their newsletter,

Their website, www.houndstownusa.

the HoundsTown Herald, is emailed to

com, is their primary source of market-

all of their clients. Every edition has a

ing. It answers any questions someone

blanket letter from Mike, information

might have about the facilities, such as

about their charity programs, including

their hours, rates, locations and services.

any dogs up for adoption and any

You can even experience a 'pooch's eye

specials they are running. Each facility

have now become

view' of a day at Hounds Town USA.

contributes news for its location and

franchise owners.”

come from word of mouth, social

to its clients.

— Mike Gould, Founder &

media or a Google search," says Jackie. "And, our social media pages are

Giving back is essential to Mike, Jackie and the rest of the Hounds Town family. They have a 501c3 charity, and

work. Some of our employees, who started out as pooper scoopers,

CEO of Hounds Town USA

"The majority of our customers

really important. Every location posts

distributes a newsletter that is tailored

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Mike Gould’s bold decision to open a fully interactive facility has taken his business to

A LEVEL OF

SUCCESS that he never imagined.

they plan and complete many projects through it. One is the Fresh Air Fund, where dogs from local shelters are invited to come and participate in their daycare activities. It gives them the opportunity to socialize and improve behavior, get out of the shelter and make them more adoptable. "We work really closely with

shelters and rescues in our areas and provide discounted boarding and daycare services to some of them," says Jackie. "It really increases the dogs’ chances of getting a forever home." "We recently did a Handcuffs to Healing program," Says Mike. "It was a six–week program in conjunction with our local corrections facility where we

took dogs from the shelter and paired them with low-risk inmates, and the inmates trained the dogs. At the end of the program, all of the dogs ended up getting adopted." Mike Gould's bold decision to open a fully interactive facility has taken his business to a level of success that he never imagined. "At Hounds Town USA, dogs get to be dogs. They can hump, jump, and dump whenever they want," Mike says with a hearty laugh. "Whether they are here for one day or two weeks, it's the best 'pupcation' a dog could wish for!" n

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FACILITY

KNOW THE FACTS BEFORE FLYING WITH PETS by Craig McAllester few years ago, I designed a kennel in Florida for a client who was living in New York at the time. My clientâ&#x20AC;&#x2122;s elderly mother had 40 pet dogs. These dogs were her life. She spent every minute, every day, all day long working with and caring for these animals.

Unfortunately, noise became an issue. The neighbors complained, and so, it was time to move. The new home in Florida came with a large building that was perfect for a new kennel. The only question was, how to move the dogs from New York to Florida? As I am writing this article, I hear

PET BOARDING & DAYCARE

tropical storm Florence pounding on the roof. Every time a storm of this magnitude occurs, the local animal shelters fill up with lost or abandoned pets. About a week ago, I was pleased to hear on the news that some animal shelters in the Carolinas were transporting their animals from local shelters to shelters in

So, if you don’t happen to have your own jet, what do you do? As it turns out, there are people that do just that—they transport pets! the surrounding states. This was in an effort to make room for the lost animals that are sure to need a home after the storm quits. How do you move so many dogs and cats, at the drop of a hat, and with so little warning? I once designed a kennel for a client who showed his own dogs nearly everywhere. He had his own grooming salon, and once groomed and polished,

Photo provided by Craig McAllester

the dogs were loaded onto his private jet, where they flew off to another dog show. So, if you don't happen to have your own jet, what do you do? As it turns out, there are people that do just that—they transport pets! One of them is an online connection of mine that is in the business of moving pets, worldwide. They are Sevenoaks Animal Logistics, from Canada. If you have one dog that needs to relocate or a whole pack,

getting the right people, with the right equipment and with the right experience for getting the job done is important. There are a lot of things to consider when transporting animals by ground or by air. If traveling to another country, for example, how will an animal clear customs? Even when traveling within the United States, you may find regulations that can slow your trip. Traveling to Hawaii? There is a mandatory quarantine

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TYPE OF CRATE OR

CAGE REQUIRED?

A hard plastic crate with a sturdy metal door and holes for proper ventilation

is best to consider. The somewhat solid sides offer protection, and limit the dog’s view which may offer a less stressful environment for the trip.

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only state that is rabies–free. Some pets may qualify for the five day or less programs, while most will have to undergo the 120 day quarantine period—now that would slow your trip! What type of crate or cage is required when an animal is being transported? A hard plastic crate with a sturdy metal door and holes for proper ventilation is best to consider. The somewhat solid sides offer protection, and limit the dog’s view which may offer a less stressful environment for the trip. A second option would be a wire crate with solid sides. The choice may depend on the carrier too. Some airlines may have a size limit. Each

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Not all commercial airlines still take animals for transport, and some take only certain breeds of animals.

arrival facilities will also have their own regulations to consider. Not all commercial airlines still

Larger dogs will travel in their crates secured in a pressurized and temperature–controlled compartment

take animals for transport, and some

below the passengers’ cabin. Even

take only certain breeds of animals.

though this space is climate–controlled,

Dogs with short noses, for example,

extreme ambient temperatures may

don't fly as well as breeds with longer

prevent animals from traveling certain

noses and narrower skulls. The short-

times of the year and to certain destina-

nosed, broad–faced varieties (brachy-

tions. That may slow your trip too.

cephalic dogs) may need to travel by

When on a plane or traveling by

ground or may be required to have a

van or other vehicle, keeping your dogs

larger than normal crate for its size

contained, quiet, comfortable and as

when flying. A French Bulldog, for

stress–free as possible are some of the

example, is a big dog, and may require

main concerns. The animal should be

a larger than normal crate. This extra

able to lie down and stand with their

with longer noses and

space allows the short-nosed animal

head upright, in a normal standing

narrower skulls.

more room to breathe—it gives the

position, unfettered.

animal a little less of that closed–in

Dogs with short noses, for example, don’t fly as well as breeds

It is important that the animal not

feeling, which I get when I fly coach.

have access to toys or other things that

That required larger cage may be too

could potentially cause the animal to

large for some airlines.

choke or have difficulty during the

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SAFE TRANSIT TIPS A no-spill type water bowl should be secured to the kennel front. A blanket or shredded paper is all that should be on the crate floor. The door should be secured with additional zip-ties or strong straps.

trip. A blanket or shredded paper is all NOW SELLING PRODUCTS!

that should be on the crate floor. A nospill type water bowl should be secured to the kennel front. That allows for easy refilling without opening the crate door. The same with a food bowl. The overall shape of the crate should be rectangular and flat on top. Even the dog’s collar should be removed and affixed to the outside of the crate. That way, the dog

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• Daycare Notes Dry Erase Boards

collar on something during transit.

• Dog Evaluation Forms

When buying a crate, ensure that

my instructions

• Daycare Dismissal Forms

there are no sharp edges, corners, etc.

Name: Drop-off:

Description:

• Instruction Sheets, and more!

Collar:

Pick-up:

Name:

Special handling notes:

Everything should be smooth to the

Description: Collar: Bath by:

Trip contact:

WN / NN / ✓N

Perks:

Other notes:

where the crate can be secured to the

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Food

HOUSE OWN

AM:

Lunch:

PM:

Amount/type provided:

Treats:

YES

Special instructions:

Medications Pet name:

YES

DAY

NOON

AM: Noon: PM:

touch. There should be tie–down points

Special instructions:

Health check complete?

PET BOARDING & DAYCARE NO

YES:

DE AF EN IN G DO GS

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floor of the vehicle. The crate should

or vaccinations may be required for the

veterinary hospitals, boarding kennels,

not have any wheels if intended for

trip. If keeping medications with the

animal shelters, police, military,

travel in any kind of vehicle. The door

crate, the traveler should also have a

and U.S. Department of HomeLand

should be secured with additional zip-

separate supply of medications should

Security/Border Patrol working dog

ties or strong straps.

something be lost. All the animal’s papers

kennels, here in the United States

Likely, no flight attendant will

and medical records should accompany

of America, and in other countries

serve these pets any peanuts or coffee

the animal as well as the person traveling

around the world since 2003. He

to snack on. You will need to provide

with the animals.

may be contacted at 1-877-234-2301,

a container of food and water for the

Sometimes, it is important to turn

Craig@KennelDesignUSA.com, www.

journey. It may be best not to allow the

a task over to someone with the experi-

KennelDesignUSA.com. A special

dog to have a real large meal just before

ence and knowledge to get the job done.

thank you to Les Oakes of Sevenoaks

take–off. A smaller meal, a few hours

Moving a lot of animals might be one of

Animal Logistics, www.sevenoaksani-

before departure, should be fine. Some

those times. n

mallogistics.com for sharing information for this article.

water may be frozen as it will thaw in flight. The animals should be provided

Craig L. McAllester, President, Craig

with food and water during layovers.

L. McAllester, Inc, is a kennel designer,

It would be a good idea to check with

and author of several books, the latest

your veterinarian and with the arriving

of which is, Boarding Kennels: The

destination to see what medications and/

Design Process. He has been designing

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FOR YOUR PET CARE FACILITY by Travis Hansen Do the pets in your care fall ill often, even after trying out various cleaning solutions?

ost facility owners do not know the ideal way to keep

their environment clean, and keeping your facility clean can be a challenge. The majority of the pet illnesses are caused by dirt which can easily be controlled. There are many ways to clean a facility, below are a few of the most common ways.

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Unlike other kennel cleaning systems, a wet/dry cleaning system allows you to apply disinfectants or cleaners of your choice, as well as the capability to apply fresh, hot water, and dispose of the dirty water automatically down the drain. With the incorporation of technology in your kennel cleaning, you can remove soil and contaminants around the kennel and flush them

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ANIMAL HEALTH

CANINE

Dr. Garret Pachtinger, DACVECC

What is Canine Hepatitis? Canine adenovirus type 1 (CAV-1) is a nonenveloped DNA virus responsible for infectious canine hepatitis (ICH). CAV–1 recognizes vascular endothelial cells and hepatic (liver) and

present with vague clinical signs includ-

interstitial nephritis may occur 1-3

ing loss of appetite, lethargy, vomiting,

weeks after recovery due to deposition

diarrhea, conjunctivitis, serous discharge

of immune complexes in these organs.

from the eyes and nose and notably fever. Patients with more advanced or serious clinical disease may progress to

Transmission / Incubation Oronasal exposure is the most

disseminated intravascular coagulation

common route of infection resulting

(DIC) as a result of vascular endothelial

from ingestion of urine, feces or

compromise. Bleeding tendencies seen

saliva of infected dogs. The incubation

with DIC may be worsened by liver

period is 4–9 days following exposure.

failure and lack of replacement of con-

Recovered dogs shed virus in their

sumed clotting factors. Central nervous

urine for potentially 6 months or

canine tracheobronchitis).

system signs (hypersalivation, ataxia,

longer. Viral spread can also occur via

seizures) are uncommon but thought

fomites such as food bowls and clothes,

Signs of Disease

to result from vascular damage in the

and hands of people. Ectoparasites can

CNS. Corneal opacity (“blue eye”) and

harbor CAV–1 and may be involved in

renal (kidney) cells, resulting in variable disease including liver (hepatic) injury. CAV–2 is antigenically related to CAV1, but does not cause the same disease. CAV–2 results in respiratory disease in dogs (one of the causes of infectious

Early in the infection, patients will

ADENOVIRUS T YPE 1

PET BOARDING & DAYCARE

Oronasal exposure is the most common route of infection resulting from ingestion of

OR OF INFECTED DOGS natural transmission of the disease. Diagnosis

bloodwork values associated with the

or restriction fragment length polymor-

liver and kidney, coagulation system

phism is required to definitively distin-

disease with abnormalities in PT, PTT,

guish CAVâ&#x20AC;&#x201C;1 from CAVâ&#x20AC;&#x201C;2. Postmortem

A tentative diagnosis is based on

and platelet counts, and CBC changes

evaluation can also be confirmed by

the history, supportive clinical signs

showing neutrophilia and lymphocy-

virus isolation, immunofluorescence,

and changes in laboratory tests con-

tosis. Definitive antemortem diagnosis

characteristic intranuclear inclusion

sistent with this infection. Laboratory

can be made via commercially available

bodies in the liver or PCR studies of

test changes may include elevation of

ELISA, serologic and PCR testing. PCR

infected tissue.

PET BOARDING & DAYCARE

2008 Vol 38 (4) pp. 799-814.

• Broad spectrum antibiotic therapy

Prognosis

to prevent or treat secondary infec-

The mortality rate ranges from

2. Greene CE: Infectious Canine Hepatitis and Canine Acidophil

tion (e.g. aspiration pneumonia)

10%–30%, highest in very young dogs.

Cell Hepatitis. Infectious Diseases

• Administration of fresh frozen

Concurrent parvoviral or distemper infection worsens the prognosis.

plasma for replacement of

of the Dog and Cat Saunders

clotting factors for patients in

Elsevier 2006 pp. 41-7.

Treatment

liver failure with increased hem-

Anim Med 2009 Vol 24 (4) pp.

• Nutritional support, either enteral

supportive. Treatment may include:

189-98.

if tolerated or intravenous nutri-

• Fluid therapy to correct fluid defi-

tion if oral feeding is not tolerated

cits as a result of lack of intake or

4. Overview of Infectious Canine Hepatitis. Merck Veterinary

by the patient. n

gastrointestinal losses (vomiting fluid requirements

in Dogs and Cats. Top Companion

orrhagic tendencies

Treatment is symptomatic and

and diarrhea) and maintenance

3. Kearns S: Infectious Hepatopathies

Manual 2008 5. Watson PJ: Chronic hepatitis

References:

• Electrolyte supplementation (e.g. Potassium and magnesium) due to either lack of intake or gastrointestinal losses

in dogs: a review of current

1. Decaro N, Martella V, Buonavoglia C: Canine

understanding of the etiology,

Adenovirus and Herpesvirus. Vet

progression, and treatment. Vet J

Clin North Am Small Anim Pract

2004 Vol 167 (3) pp. 228-41.

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and daycare magazine

SEIZE THE OPPORTUNITY! Now is the ideal time to diversify with Pet Butler. Existing business owners who provide pet industry services found tremendous value by adding a Pet Butler franchise to work in conjunction with their current business. They recognize the opportunity to expand their service offering while leveraging over 40 years of a proven operating system and ongoing support structure of Pet Butler. $ Market Intelligence

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We Scoop Poop! This information is not intended as an offer to sell, or the solicitation of an offer to buy, a franchise. It is for informational purposes only Currently, the following states regulate the offer and sale of a franchise: CA, HI, IL, IN, MD, MN, NY, ND, OR, RI, SD, VA, WA and WI. If you are a resident of one of these states or countries, we will not offer you a franchise unless and until we have complied with applicable pre-sale registration and disclosure requirements in your jurisdiction. ©2018 Pet Butler LLC. 11909 Spaulding School Drive, Plainfield, IL 60585. All rights reserved.

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

VACCINATION PROGRAM ___ ALL OK ___ DUE q Distemper/Parvo q Lyme q Bordetella q Rabies q Rattlesnake q Flu

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

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: ________________

NOSE & THROAT q No problems found

q Nasal discharge

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

q Joint/nail problem q Other: ________________

PRODUCTS RECOMMENDED:

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

WEIGHT: _____ lbs q Normal range q Too heavy

q Too thin q Recommended weight:____

INTESTINAL PARASITES/WORMS q None seen q Suspected

LEGS & PAWS q No problems found q Lameness/pain

q No problems found q Breathing too rapidly q Coughing

COMMENTS:

q Seen during exam

Photos by David Woo

INDUSTRY NEWS

AKC SALON S.A.F.E. CERTIFICATION PROGRAM

“Should groomers be licensed?” is one of the most highly debated questions in the pet care industry right now. If you offer grooming services at your pet care facility, this is an issue that will impact your business.

ost groomers believe that there should be some way of separating them from a person who simply reads a book, watches a few YouTube videos and thinks they can be a groomer. Required state licensing would solve that problem but would create a whole new set of problems that involve government bureaucracy and interference. The AKC S.A.F.E Grooming Certification Program is an attempt to bridge this gap. The first step in getting your pet care business AKC S.A.F.E Certified is for you and your grooming employees to take the AKC Safety in the Salon course online or at a professional pet care expo. This comprehensive class, created in partnership with Susan Divine Sholar, founder of the International College of

PET BOARDING & DAYCARE

Pet Careers, provides vital information on safety measures and protocols within the grooming facility. “The AKC S.A.F.E. Grooming Certification program covers a number of topics,” states Sholar. “One that is of the utmost importance is the humane handling of animals while keeping the groomer safe at the same time. There are times when un–socialized dogs enter our facility, and they take a different touch and a lot of patience. These are the ones that make us appreciate the well-socialized dogs we also see in our grooming areas. Keeping groomers safe is just as important as pet safety, so we cover how to avoid injuries and the downright dangerous situations they may encounter.” Sholar added, “Groom safety for all who work and patronize the pet care

“Staff should be able to recognize whether there is a health issue present that needs to be referred to a veterinarian before you can accept the pet into your facility.” — Susan Sholar facility is another consideration when reviewing how to make your business safe for humans and pets alike. Health issues can be present with any animal that comes in for grooming. Staff should be able to recognize whether there is a health issue present that needs to be referred to a veterinarian before you can accept the pet into your facility. If a dog has a health issue that a groomer will need to use special products on, it is important for them to know how to best handle the grooming so not to exacerbate the problem.” The course goes through the diseases that are communicable among the pets in your facility, as well as zoonotic diseases,

which can transfer to other species. It also details how to develop an emergency or disaster plan for your pet care business—and why training your staff on it is important and necessary. “You should also know what your county or state requires of your facility’s grooming salon,” Sholar advises. “Regulations can vary from state to state, even city to city. Therefore, the course covers a number of issues you should be aware of and what government departments you will need to work with to obtain those regulations and ensure you are in compliance. We also discuss the regulations of the Occupational Safety and Health

Administration (OSHA), the federal agency which sets and enforces protective workplace safety and health standards.” “This course is directed at groomers, salon owners, and pet care businesses that offer grooming; however, we recommend it to anyone working within a salon or pet care facility who will be handling animals or be making the decision about whether an animal can be accepted into a facility based on temperament or health issues. These employees could be bathers or receptionists,” Sholar states. “Our goal is to avoid being the groomer on the news due to an avoidable injury to a pet. We do not want to

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“Our goal is to avoid being the groomer on the news due to an avoidable injury to a pet. We do not want to see the pet injured as the name of the next animal legislation you see in your state.” — Susan Sholar see the pet injured as the name of the next animal legislation you see in your state. Most groomers are extremely dedicated to their profession and the pets in their care. They become attached to many of these pets and establish wonderful relationships with the pets’ owners. We hope to help the groomer maintain this connection while also providing them with the best safety practices with the AKC S.A.F.E. Grooming Certification Program,” Sholar concludes. After speaking with Susan Sholar, we wanted to gather more first–hand information and experience from an AKC S.A.F.E Certified salon owner so we spoke to Jacki Panzik. Panzik was asked what the benefits of the certification are

for grooming facility owners, and she responded with, “There are many, it gives our staff guidelines to follow for pet safety. They are more conscious of the fact that pets must be well taken care of and that safety is always our priority. We proudly hang our AKC S.A.F.E. Salon Certificate and point it out to new customers as well as regular customers. They are impressed by it as pretty much everyone recognizes the AKC as an authority when it comes to the care of the canine. Following the AKC guidelines has raised the level of safety and sanitation in our salons. It helps to create a culture of pride among our staff for standing out in our community as a reputable organization.”

The AKC S.A.F.E Grooming Certification Program has been a huge success so far and we are excited to spread the benefits and joy to other groomers and clients. Take a look at some of the rave reviews the program has already received: “Should be mandatory for all groomers! Well done.” “Everything before the exam was very easy to follow. I really enjoyed learning more and feeling confident in the process.” “Very in–depth. Great examples. Insanely knowledgeable.” “Very user–friendly and informative. This should be the standard for all groomers.” “Wide coverage of safety risks. I liked

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AKC S.A.F.E.

Certified Groomer/Salon Oath

At the center of the AKC S.A.F.E Grooming Certification Program is the Groomer/Salon Oath. Pet care facility owners and groomers certify to follow

I certify that I will follow the AKC S.A.F.E Certified Groomer/Salon Oath 1.

Pets must be handled and treated humanely; the pet’s safety is the top priority.

Equipment and surfaces that come in contact with the pet must be cleaned prior to reuse.

2. 4. 5. 6.

Pets cannot be left unattended on grooming tables or in tubs.

Pets not being groomed must be secured in a crate with a door and a latch, or in a secure designated play area (with owner’s consent).

Crates and cages must allow the pet to stand and do a full circle.

The following records must be kept on each pet: identification, medical or behavior issues, allergies,

Floors must be free of hair and water to ensure that a safe environment is maintained at all times.

11.

12. 13.

intake condition and emergency contact.

The salon must have two barriers between the grooming area and the salon exterior.

A first aid kit and fire extinguisher are to be in plain view at all times.

One AKC S.A.F.E. Certified Groomer must be present during grooming hours. All local laws, ordinances, and building codes must be abided by at all times.

14.

Grooming Certificates must be displayed at all times (NDGAA, IPG, ISCC, AKC).

16.

This salon agrees to be inspected by the AKC at any time.

15.

An AKC approved disaster plan must be in place.

AKC.ORG/SAFE-GROOMING

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their commitment to holding pet safety in the highest regard.

Cage dryers, if used with owner’s consent, must have working temperature gauges and timers.

Cage drying will only be done with equipment manufactured specifically for cage drying.

10.

the oath, which specifies

PET BOARDING & DAYCARE

the parts about diseases and how to deal with them. So much information. I love the handout so I could listen easier. Lots of great info in small amount of time.” Pet care professionals who successfully complete the AKC Safety in the Salon course and pass the associated exam are eligible to apply to become AKC S.A.F.E. Certified Groomers and Salons. A pet boarding or dog daycare facility would sign-up for the S.A.F.E. Certified Salon program, which includes course access for their employee groomers. At the center of the AKC S.A.F.E Grooming Certification Program is the Groomer/Salon Oath. Pet care facility owners and groomers certify to follow the oath, which specifies their commitment to holding pet safety in the highest regard. Grooming professionals must also submit an application detailing their grooming experience and pledge to safety. Approved AKC S.A.F.E. Certified Groomers and Salons receive a frameable certificate to display in their business, a complimentary one–year AKC GroomerFinder profile listing, and other valuable marketing materials from the American Kennel Club. Contact AKC Groomer Education at groomer@akc.org to learn more. n

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