Pet Boarding and Daycare September October 2014 by Barkleigh Productions

SEPT/OCT 2014

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VOL 4 • ED 5

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FROM THE EDITOR

STAFF

Pit Bulls: Just Another Dog I’m sure you’ve all seen an increase in Pit Bulls and ‘Pit Bull type’ dogs coming into your boarding and daycare facilities. People who have experience with, or even own these dogs, may welcome them with open arms. But people who don’t have much personal Rebecca Shipman experience with them may cringe when the client on Managing Editor the phone says they are bringing in their Pit Bull for the weekend. The opinion of the latter is typically formed by the negative press or one bad experience. But how many times have you been bitten by that small mixed breed dog whose owner insists that she is the sweetest? “All dogs are individuals. All dogs have teeth, they can all bite. And just like every other new dog that you welcome into your playgroups at your facility, they should be evaluated before being introduced to other dogs,” states Deirdre Franklin, founder of Pinups for Pit Bulls, a non-profit organization group who educates, advocates and supports rescue of, not only pit bull type dogs, but all dogs. There’s a reason for the increase in Pit Bulls in shelters, but there’s also a reason for the increase in their adoption rates. In a recent test done by The American Canine Temperament Testing Society (ATT), Pit Bulls achieved a passing rate of 83.9%, passing 4th from the highest of 122 breeds. That’s better than Beagles, passing at 78.2% and Golden Retrievers passing at 83.2%. The average passing rate for ALL breeds is 77%. A report from the AVSAB (American Veterinary Society of Animal Behavior) included the statement, “Breed alone is not predictive of the risk of aggressive behavior. Dogs and owners must be evaluated individually.” Even if you aren’t a Pit Bull lover, you’re at least a dog lover and would probably agree that BSL (Breed- Specific Legislation) is the equivalent to racial discrimination. BSL is a law that bans OR restricts certain types of dogs based on their appearance, usually because they are perceived as “dangerous” breeds or types of dogs. BSL may affect your facility if your property is within the limits of a city that has BSL in place. Otherwise, you are in control of your four legged customer base. Rejecting certain breeds from your facility may do more harm than good. One angry person that you turn away because of perceived breed could ruin that wonderful reputation that you’ve worked so hard to achieve.

PUBLISHER Barkleigh Productions, Inc. PRESIDENT Todd Shelly EXECUTIVE EDITOR Gwen Shelly MANAGING EDITOR Rebecca Shipman ART DIRECTOR Lucas Colton GRAPHIC DESIGNERS Laura Pennington Lance Williams CHIEF OPERATIONS OFFICER Adam Lohr DIRECTOR OF OPERATIONS AND MARKETING James Severs MARKETING COORDINATOR Lucy March CONTACT General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com (ext. 225) Advertising: james@barkleigh.com (ext. 224)

Deirdre Franklin commented, “Owners should know their dogs well enough to be able to make the decision about whether placing them in daycare, or an off-leash boarding facility is a good idea or not.” So next time you see that short-haired, muscular dog with a big head and an even bigger smile come through your door, remember to remain open minded. He might just become your new favorite four legged customer! Be on the lookout for Deirdre Franklin’s new book, Little Darling’s Pinups for Pitbulls, due to hit shelves this October. The book is a celebration of Deirdre’s hard work of advocating for the dogs and also of the dogs themselves that continue to inspire her every day. For more information, visit www.pinupsforpitbulls.org.

PET BOARDING & DAYCARE

Copyright September 2014. Pet Boarding & Daycare is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Pet Boarding & Daycare c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com

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CONTENTS

Positive Reinforcement

Profile of Success: Red Dog Pet Resort & Spa

BUSINESS 8

Increase Your Profits this “Howl-O-Ween”

& PBD

EXPO46

PB&D Expo Program

ANIMAL HEALTH 38 “That Pill Wasn’t Meant for You!” How to

14 New Major Competitors that Can Take

40 Alternative Diets: Benefits, Perils and Quandary

a Big Bite Out of Your Business

FACILITY DESIGN

Prevent and Respond to Pet Poisoning Accidents

INDUSTRY NEWS

26 How to Spruce Up Your Kennel for the Fall

54 Product News

34 Understanding Construction Change Orders

54 Classified Ads

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By Melanie Haber

ow often have you heard pet parents go on and on about the Halloween costumes they are going to create or buy for their pets for Halloween? How many times have you been presented with a picture of a pet in a superhero costume or princess outfit to have hung proudly on your wall? Some costumes are conservative and others are simply over-the-top! Over the years, I have seen dogs dressed up as superman, “Dog Marley,” cowboys, land sharks and more. Crazy costumes aren’t only for our canine friends either. I’ve seen a live chicken put into a bucket with a bandana labeled “finger lickin’ good,” another chicken with a t-shirt that said “Hot Chick,” an iguana dressed up like Robin Hood and a goat in a tutu and I LOVED IT! The obsession with pets and costumes keeps getting bigger and bigger every year. This is not surprising considering the increase in the human/ pet bond. More and more four-legged family members (or two-legged in the

More and more four-legged family members are being included in all the yearly holiday celebrations. In fact, pets as part of our holiday celebrations are not unique, they are expected. case of the chickens) are being included in all the yearly holiday celebrations. In fact, pets as part of our holiday celebrations are not unique, they are expected. So, what does this mean for your pet boarding or daycare business? For starters, this tells us that there are several ways to generate income by celebrating and promoting your business and services. In fact, promotions can be made in a fun, safe and enjoyable way this Halloween. In October 2013, The Wall Street Journal reported that Americans spent over $300 million dollars on pet costumes alone. Let me say that again – THREE HUNDRED MILLION DOLLARS in

PET BOARDING & DAYCARE

just pet costumes! Now, starting with this information, we can begin creating several ways of generating income and building better business relationships with creative methods. First, find a wholesale or discount pet costume supplier and start selling them about a month before Halloween. Have samples displayed on inflatable dogs and on racks for eye appeal. According to the National Federation of Retailers, the most popular pet costumes are spiders, pumpkins and witches, but not black cats. Be sure to carry various sizes because it doesn’t matter if a pet fits in a handbag or is a 120 pound Great Dane, I can guarantee the

PET BOARDING & DAYCARE

parents will dress them up. Second, give the parents a place to show off their pets in costume by having a pet costume contest. Invite everyone in the community, not just current customers. Anytime you can have an event at your business it creates the valuable foot traffic your business needs to gain new customers and reinforce the bond you have with your current customers. To make the contest more appealing, award prizes for First, Second and Third places. You can also get creative with the awards by pre-advertising the categories that fit the costumes you are selling, like “Cutest Ballerina,” “Most Adorable Pig,” “Greatest Superhero,” and many more. With my pet costume contests I always like to get cool and economical trophies for the winners. Then to make sure everyone has a positive experience, reward all the contestants with participation ribbons or certificates. I like to get my trophies and ribbons from a school supply awards company. School awards companies tend to get orders processed quickly and have really competitive prices - plus they will personalize the ribbons with my company name and business details on each item which helps with promotions. To increase hype, always promote pictures of the trophies, ribbons and costume ideas on your social media pages like Facebook, Twitter, Instagram and Pinterest, well before the event. Once the pet parents see that they can win a trophy or ribbon your entrants will increase dramatically. To get new customers to come back through your doors you can also offer gift certificates for services or products as other incentives to compete. Third, make the costume contest a whole promotional party by having fun, pet safe Halloween games, a pet costume parade, pet safe snacks and Halloween photo opportunities. You can create games such as catch the pumpkin (orange balls decorated to look like pumpkins), dunking for apples (cut into bite sized pieces) or snausages, pet face painting (with non-toxic colors) and an evening 10

PET BOARDING & DAYCARE

You can have fun activities for the pet owners too; like carving a dog face into a pumpkin or kid’s activities that include pumpkin decorating, ring toss or a raffle for toys and gifts. lighted pet walk or parade. For photo ops, buy or create a cool Halloween backdrop for participants to stand in front of and have their picture taken. You can either have the parents take pictures themselves or you can ask a professional photographer if they would like to donate their time to take pictures and encourage photo print sales to their benefit. You can have fun activities for the pet owners too; like carving a dog face into a pumpkin or kid’s activities that include pumpkin decorating, ring toss or a raffle for toys and gifts. Realizing that where there are pets, there are usually children, make sure to have kid’s activities included. Hosting

any type of party or promotion at your location creates an opportunity to generate or re-establish customer relationships by offering facility tours, giving out informational brochures, creating ties through socialization and generating positive word-of-mouth. This is also a great time to invite your pet food and pet supply vendors to help sponsor the event with product samples and customer education interaction. For those unable to attend, you can move the party online by inviting others to post their pet’s pictures on your Facebook or other social media pages. Create an online invite through Facebook welcoming everyone to participate in an online contest. The

pictures with the most likes or shares would be considered the winners. You can also reward the parents that post the most pictures to your page. Once the contests are over you can use the pictures to create a slideshow to play in your lobby or on your YouTube channel with some fun spooky background music. Anytime you post your events or activities or anything on social media, it gets your name and business in front of pet owners and this always leads to potential sales and promotion successes. Another online suggestion would be to do a neat promotion on Twitter such as “Trick or Tweet.” Encourage your Twitter followers (and potential followers) to tweet pictures of their pets doing a trick or wearing their Halloween Costume. Share these tweets to Facebook and Pinterest for full exposure and also encourage your followers to like and share the tweets. Remember, if social media is not a part of all of your events and promotions, you are missing a huge audience that could potentially increase sales!

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With any Halloween pet celebration there are several things to keep in mind. To keep the party safe, make sure that only spayed or neutered pets that are well behaved are invited. However, knowing that even the most well behaved pet can get too boisterous, it is a good idea to have a time out area fenced off to give them a few minutes to calm down and unwind. Since there will be a lot of edibles, strongly recommend that pet parents keep a close eye on how many treats or goodies their pets are consuming so they do not get sick. While music can create a fun and festive atmosphere, remember that dogs have acute hearing and loud noises or music can create a very stressful or uncomfortable situation. Any holiday can become a money maker for your business. For Halloween, the “trick” is knowing how to monopolize on the event and the “treat” is the increased income, as well as cultivating new and stronger relationships with your customers. Have a safe and happy Halloween! n

Since there will be a lot of edibles, strongly recommend that pet parents keep a close eye on how many treats or goodies their pets are consuming so they do not get sick.

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new major competitors

that can take a big bite out of your business By Laura Laaman

o remain successful in this competitive industry, it’s important to be aware of any new competitors entering your market. DogVacay.com and Rover.com are only two of the newest and biggest competitive threats to have entered the pet care industry. You may not even be aware of them operating in your area. DogVacay.com and Rover.com specialize in matching vacationing families with in-home pet sitters. Both businesses base their marketing on the idea that pet parents want their pets to have the same care as they would have in their own homes. Pet parents are wooed by the idea of their pet being in a home-like environment. Rover.com and DogVacay. com realize this and are taking full advantage of it. They promote terribly negative images of “kennels” and highlight the home environments as being kinder and safer. To reassure caring pet parents, some of these petsitting networks offer background

Pet parents are wooed by the idea of their pet being in a home-like environment. Rover.com and DogVacay.com realize this and are taking full advantage of it. checks, pet insurance, sitter insurance, an on-call veterinarian, mobile apps, photo sharing and other attractive services. These businesses are your direct competitors and target the dog boarding and daycare industry. They are prepared to market against you, take as many of your clients and market share as much as possible. How can you find out if these fierce competitors are in your city? Do a Google search in your area – or almost any reasonably-sized city – for dog boarding and they’ll pop up with PayPer Click ads. They have a massive, multi-million dollar marketing budget and they’re using it.

PET BOARDING & DAYCARE

Why are these competitors so attractive to pet parents? Outstanding Pet Care had an independent research firm to conduct a large survey of pet parents. A high majority of pet parents surveyed reported that they did not want to take their dog to a “kennel.” When asked to explain their fears, they said they were afraid their furry best friend would be sad, get sick, or run away just to name a few highlights. We know that a quality pet care facility has made major investments and taken countless measures to prevent those incidents from happening. If you own or work for a quality pet care facility, you know that taking

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Wouldn’t it be nice if pet parents actually thought about and asked meaningful pet care questions? Questions that identified a quality pet care provider from inferior options? What would you encourage them to ask? your dog to another person’s home cannot provide the same level of care as taking it to a professional facility. Unfortunately most pet parents don’t realize this. Let’s think about this for a second. If you take your dog to someone else’s home that has a dog living there, how is the resident dog going to feel or act with another dog entering his home turf ? How are feedings going to happen? The first dog knows his own home or neighborhood. What about the visiting dog? What precautions have been taken to avoid territorial fighting, escaping, injuries or trauma to the visiting dog? Do the homeowners know canine CPR? Do they know how to give medications and know the signs and symptoms

of various illnesses? How important is your pet’s health and safety to the sitting family? Those are just some of the questions you can and need to raise in your marketing literature. It’s essential that you be able to show how YOUR business positively answers those questions. What can you do to combat these competitors? The survey above confirms that, as an industry, we don’t do a good enough job explaining how great of an option we are for countless pet parents. Fortunately there is a powerful tool to help your business prove your superiorities in the face of stiff competition and be successful.

Quality Pet Care Checklist Wouldn’t it be nice if pet parents actually thought about and asked meaningful pet care questions? Questions that identified a quality pet care provider from inferior options? What would you encourage them to ask? After great thought and research, we’ve compiled some of the many and meaningful differentiations that we believe caring pet parents should consider before leaving their pet anywhere. Having an independent source ask these questions is likely more credible than you and an individual company posing them. Here is our Quality Pet Care Checklist:

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Vaccination Requirements

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Security & Safety Protocols

Do the vaccination policies and safety protocols of the service provider ensure only HEALTHY companions surround your pet? Some pet sitters forgo vaccination policies. Choose a place that makes policies clear by mentioning vaccination requirements on its website and by verifying proof of vaccinations.

Pet care providers should maintain a clean and secure environment by investing in such things as pet-secure fencing, proper ventilation, temperature controlled rooms, continuous monitoring of pets throughout the day, etc. Personal homes should have similar protections to ensure pet safety.



Trust, training and experience are critical! Dog bites, neglect and property damage are some of the top insurance claims for pet sitters who fail to supervise the pets under their care. Often the PET OWNER is held responsible.

Clean and Roomy

Make sure the environment offers plenty of outside and/or indoor room for exercise and playtime. Cramped spaces lead to unhappy and stressed pets. Strict cleaning protocols are critical to ensuring a healthy, safe and clutter-free environment. If considering an in-home option, visually inspect for hazards including toxic chemicals such as antifreeze and objects that could be swallowed. Ask the provider what precautions they have taken to remove unsafe objects from the environment where your pet will be staying.



Proper Supervision

Hours of Actual Care

Ensure your provider has staff available both during and outside typical business hours to ensure supervision throughout your pet’s entire stay. Many pet sitters only drop in to feed and walk a dog for a short time

Quality Pet Care Checklist Questions pet parents should be asking to identify a quality pet care provider

 Vaccination Requirement?  Clean & Roomy?  Proper Supervision?

 Licensed & Approved

 Comfortable Accomodations?

Activities

Activities give your furry friend plenty of physical exercise and mental stimulation. Activities should be designed and staffed to give dogs the opportunity to socialize and play with other dogs--SAFELY--unlike what they may experience in someone else’s home or with untrained employees.



Comfortable Accommodations

Your pet should experience the ultimate in comfort and pampering with accommodations such as comfortable/ clean bedding, continuous fresh water, soothing music, climate controlled rooms, activities customized to your pet and more. Your pet is family -- he or she should be happy during his or her stay.



Professional, Trained Staff

Professional, committed, caring and trained staff members are

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essential to the comfort and safety of your pet. All staff members should be capable of handling critical pet care responsibilities. Beware of individuals who claim they have experience but lack proper credentials and expertise.



Reliability

Ensure your provider has enough staff members available to deliver the highest quality of care to all furry guests, even when someone is sick or has family issues. They should also make special accommodations to ensure a reliable, pet-loving staff is capable of taking care of issues both before and if they happen.



Customer & Industry Approval

Find a provider who has gained the trust of other discerning pet parents. Local veterinarian’s recommendations are a great place to start. Check the website for any independent awards, nominations, or certifications, and make sure to ask for references.



Trustworthy Staff

It’s important that you only leave your pet with someone you know and trust well, especially when someone you don’t know enters your home. Beware of places with any clues the staff may let uninvited guests near your pet.



Licensed & Approved Business

State and local licenses and other requirements are there for you and your pet’s protection. Make sure your provider follows all state/local requirements and operates a business, not just a paid hobby. This will give you peace of mind that professionals are taking care of your loved one in a secure environment.



first step. Next is to teach pet parents the significant differences between quality and non-quality pet care. In future articles we will detail how and where to communicate your differences to prospective pet parents. Great care should equal great financial success but communicating your superiorities is essential. 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 her client’s success. If you’d like to receive a complimentary phone evaluation, contact the OPC team at www.OutstandingPetCare. com or 1-888-735-5667.

Availability

The best service providers will have limited availability during busy travel and holiday seasons. Be sure to book early to ensure your pet is taken care of by one of the better providers. Educating yourself and your staff regarding your competition is only the

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ANIMAL BEHAVIOR

positive reinforcement training protocols

Keep your Employees Safe and Gain Client Trust By Kama Preston

PET BOARDING & DAYCARE

ne of the trickiest parts of running any business is getting all the staff members on the same page. In an animal boarding and daycare business, how staff members implement and follow a routine can mean the health and safety of themselves and the animals. In just the same way that a kennel carries out a routine for administering medicine, treating injuries, reporting client complaints and cleaning out the kennels, an easy to follow positive reinforcement training protocol can be put into place. Getting all staff members to implement a positive training protocol for the dogs in care is an excellent way to reduce aggression, reduce stress, avoid injuries and gain client trust. Having a staff savvy in positive reinforcement training is a wonderful way to reduce an employees’ anxiety about what to do in an unexpected situation concerning canine behavior. With all of the following example training protocols, you’ll want to make sure that you begin by telling the employees what they’ll be seeing and learning, then demonstrate the skills with a dog in a typical kennel setting. Next, allow the employee to practice the new skill with the dog. The following are a few beginning protocols that I use to give employees a nice foundation of positive training skills and concepts. It’s not a full education but it’s a great place to start teaching the concepts of a positive training mindset.

Problem Situation #1: A dog in daycare is almost always good, but he snaps and growls whenever a few certain dogs jump on him during play. The snapping doesn’t contact skin but it makes the other dogs jump back and get excited. The tension begins to rise in the group and the situation makes the employees nervous. Have the employees practice

Getting all staff members to implement a positive training protocol for the dogs in care is an excellent way to reduce aggression, reduce stress, avoid injuries and gain client trust. communicating specific language about unwanted behaviors. Employees should say or mark that ‘Sugar Pie snaps whenever other dogs jump on her or run into her during play.’ This is a clear and precise way for others to understand, rather than marking simply ‘Sugar pie snaps at other dogs.’ Behavior like this is typically caused by arousal. Arousal is that emotion in-between appropriate play and aggression. A great sign of arousal is the hair going up on the back of a dog’s body. Squealing and high pitched

whining are other great arousal signs. Chasing in very fast, tight circles is another arousal inducing game. Arousal is not aggression but it can easily set the stage for it. One way to reduce arousal is to walk around the perimeter of the play field calmly and at a normal pace. Dogs will naturally follow anyone moving about and so just by doing this you are able to get most of the dogs interested in moving around and focusing on things other than each other. Another great tactic is to clap your

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hands, use a high pitched “let’s go” and seem to be interested in something much further away to break up the dogs. Say the problem dog has just snapped and you want to prevent any further confrontations. Clap your hands while walking away and then bend down 15-20 feet away and pretend to look at something. Just about every dog will come over to you and as soon as they do, stand up and walk away, leaving them to sniff the floor for a moment. Sniffing is a natural diffusion behavior for dogs, so encouraging and allowing them to sniff as much as possible will reduce their arousal. Dealing with the situation this way allows employees to avoid putting their hands into a group of excitable dogs to grab a collar or pick a small dog up, which reduces the potential for snapping and scratching. Of course, always instruct employees to remove the dog if the situation seems dangerous. Removing a repeat client’s dog won’t solve the problem and isn’t bound to make the owner happy, so

Removing a repeat client’s dog won’t solve the problem and isn’t bound to make the owner happy, so I only do this if the problem dog is actually touching the other dogs with his/her teeth. I only do this if the problem dog is actually touching the other dogs with his/her teeth. As long as all the dogs seem safe, I try to reduce the tension and help the problem dog settle down a bit and learn to enjoy the group. To recap: Explain what arousal looks like in a dog and then demonstrate walking the perimeter of the daycare yard at a normal pace with a group of dogs. Allow each employee to practice.

Problem situation #2: A dog jumps on and barks at employees constantly during daycare or when anyone enters the kennel. The dog is friendly but is creating a problem by making employees drop things, while scratching their arms and legs. Each encounter with the dog is taking

the employees twice as long as it needs to. Zip tie a plastic bucket to a place on the kennel that no dog is able to get into. Fill the bucket with popcorn (only if the owner has approved this as a treat), kibble or treats. For the first day, put a sign on the dog’s kennel that instructs all employees who walk by the kennel to drop one piece of popcorn or kibble on the floor of the kennel through the bars. It’s best to do this without stopping, looking or talking to the dog since the key is to reduce time. Just simply walk by, put popcorn in kennel and keep walking. It’s really important that the dog doesn’t jump and grab the piece of food as it’s falling. The dog should only eat the popcorn when he/she has all four feet on the ground.

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PET BOARDING & DAYCARE

Barkers should always go outside first, so they have the least amount of time and impact on stirring up all the non-barkers.

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So if the dog is jumping at the front of the kennel, then throw it towards the back. On the second day, whenever the employees in charge of feeding/walking the dog go into the kennel, have them drop 4-5 pieces of popcorn towards the back of the kennel, so the dog must walk away from them in order to get the treat. When the dog comes back from eating, immediately drop another piece on the ground right in front of them. Then, ask the dog to sit and give them one more piece of popcorn. On the third day, have any employee who goes into the kennel ask the dog to sit and then drop a piece of popcorn on the ground as soon as the dog sits. Continue this for the dog’s stay and the dog should be manageable without jumping. If the dog begins jumping again once outside of the kennel, drop a piece of popcorn on the ground every 10 feet or so for a day and then every 20 feet on the second day, until finally you are able to walk the entire way with just one piece of popcorn. To recap: Drop in a piece of popcorn whenever employees go by for the first day. Throw popcorn into the back of the kennel once you’ve opened it, on the second day. Ask the dog to sit before receiving popcorn on the third day. Drop popcorn on the ground whenever necessary, while transporting and interacting with the dog to keep their feet firmly planted on the floor.

Problem Situation #3: A dog barks non-stop, creating a stressful working environment. Gaining a quiet kennel is a little bit of magic we all wish would come bottled and could be poured into the water. Unfortunately, it takes a little bit more creativity and time. I’ve personally found that only a few dogs set off the whole place and as long as I can keep those dogs quiet, I’ll generally have a semi-silent atmosphere. Once employees have identified the barkers from the non-barkers, a new routine can take place. Barkers should always go outside first, so they have the least amount of time and impact on

stirring up all the non-barkers. I always feed the barkers their food on the floor. The longer it takes them to eat, the better. This is another skip the bowl situation. Actually, the longer their mouth is busy doing something else, the better. I always have frozen Kong toys on hand for the barkers. If they have a strict diet, I simply freeze water inside of them. If they’re allowed treats, I fill them with frozen ice cubes of wet dog food or use a spatula to spread some peanut butter on the kennel floor. I used to use paper plates but those often got eaten. If the dog is staying longer than a few days, I give them some of their daily kibble in a food toy, such as a Buster Cube or a Kong Wobbler. I keep the zip tied bucket of popcorn on their kennels and have all employees drop in a piece whenever they notice the dog is quiet. Usually after about 48 hours I can get a barker to be a non-barker, just in time for the next barker to come in… To recap: Have employees identify and communicate with each other which dogs seem to bark in between feeding and potty times, or the dogs who bark much longer than the other dogs. Create a routine for the identified barker to receive food on the ground, food in toys, popcorn dropped during quiet moments and peanut butter spread on the floor.

card simply says ‘Rex growls,’ it can seem unpredictable and scary to anyone who doesn’t know Rex. Assuming Rex has passed an initial behavior assessment with the owner, we can conclude that this behavior is happening under only certain circumstances. Once the behavior has been reported and the circumstances under which it is happening is made clear to everyone, it’s time to implement the training. The first rule of training is always to reduce the opportunity for unwanted behavior. If you have a guillotine kennel system it’s an easy problem to avoid, simply make sure the dog is on the other side of the kennel run when feeding and cleaning. If you cannot put the dog in another area while feeding and cleaning, skip the bowl and scoop out the correct amount of food and pour it on the floor or blanket in their kennel. This way, no one needs to pick up or put down a bowl and the whole problem can be avoided. To recap: Practice communicating clear and specific wording between employees about problem behaviors. Brainstorm ways to avoid opportunities for the unwanted behavior to occur. The basic rules of positive reinforcement are very simple. The first

rule is to do no harm. This means that during the training process, we do not use fear or intimidation. Often times using fear or intimidation can work right away in the moment, seemingly solving the problem right then and there. In reality, using fear only shuts down the animal, creating an animal that, for a moment, suppresses their behaviors. This happens because the animal is more afraid of you than he/ she is of anything else at the moment and so a natural reaction is to stop demonstrating any behaviors. Shutting an animal down is always a temporary fix; the behavior will always come back eventually. The second rule is to prevent the unwanted behavior from happening whenever possible during the training process. In all of the previous cases, it would have been possible to solve the same issues with punishment. It’s easy and quick to spray a dog with water, push them off with your knee or hold an air horn near their ear. I won’t deny that these things work either, because they do work in the moment. By being able to talk to owners about positive training protocols, your clients will have complete trust that if something goes wrong, their dog will have a stress free way to work through it. n

Problem Situation #4: A staff member reports that a dog growled at them. Employees should know that dogs growl for many different reasons and that it can be difficult to simplify or always know the reasons. So all employees should make note of when the dog growls and also when the dog does not growl. For example, an employee might note the growling as ‘Rex growls when you pick up his empty bowl. Rex does not growl when you put food in the bowl.’ Using specific wording will make it easier to change the behavior and reduce the employees’ fear about working with the dog. When a kennel PET BOARDING & DAYCARE

how to

spruce up

your kennel for the fall By Jason and Steven Parker

elaxing warm beach breezes, sun shining, waves rolling in... Ahh, the relaxation of vacation is in the air! We know when we’re away we would hate to be worrying about anything, especially not our furry family members while they stay at a facility. When our clients choose to entrust Fido to our care in our facility, we want to make sure he has a safe and comfortable “home away from home.” As part of the dog boarding community, we all aim to provide comfortable and spacious boarding for our guests and as true animal lovers, it is imperative that we take pride in every detail. Whether considering safety, cleanliness or décor; providing the safest, most comfortable and fun environment is priority. Below you’ll find ways to spruce up your own kennels for maximum comfort and convenience, and some key ways to keep your customers coming back.

Touch-ups Sprucing up your kennel starts with touching up worn areas, especially in 26

Whether considering safety, cleanliness or décor; providing the safest, most comfortable and fun environment is priority. places that are used the most during the busy summer season. Entryways, walkways and lobbies generally need the most attention since these areas are seen first by clients and you will always want your first impression to be a good one. When choosing the right colors, or changing the color scheme of your boarding facility, it is important take into consideration the feel and atmosphere of the room you are painting. For instance, warm colors in your lobby give off a very inviting impression which can make first time pet owners feel welcome. Always make sure to use soft colors and environmentally friendly and pet safe paint in order to bring new light to dark areas of the facility. This technique can also be used to help expand smaller spaces, which is a low cost option to give your facility a great vibe.

PET BOARDING & DAYCARE

Got signs? Make sure to replace any old or sunworn signage on the interior and exterior of your facility to remain professional. Your goal should be to make a lasting impression for the right reasons so that your customers spread the word about your location.

Feeling is Everything Many first time customers to boarding facilities can be wary because of past experiences or horror stories they have heard from friends. This means that when making an important decision, such as to leave a beloved pet in a new place, they will trust their gut and instincts most of all. In order to help assure them that your facility is the right fit, it must FEEL like the right fit. Hanging fun animal prints

throughout the facility is a nice touch and makes clients feel comfortable. To keep things fresh, these prints can be seasonal and change as the months go by. By providing colorful and lively artwork, you’re providing a homey atmosphere for clients and employees. Always be genuine in your choice of décor. If you truly feel that you’re putting your best foot forward and providing a welcoming environment, chances are you’re right. But always be mindful of how your guest feels and be sure to accommodate their feelings about your facility whenever possible.

Safety First! For safety reasons, replace old, worn down fences whether they are wood or wired. This will keep dogs safely inside and it also ensures the area will look clean and sturdy. The worst thing that could ever happen at your facility would be for anyone to escape or get hurt. Additionally, replace old or broken fixtures such as windows, frames, doors and handles for maximum protection and efficiency. Ceiling tiles should be replaced if stained or worn and unpainted areas should be patched. We always recommend calling in an expert for repairs, but be especially careful when dealing with plumbing and electricity. You never want a $75 fix to turn into a $7,500 disaster! Remember, safety always comes first!

We always recommend calling in an expert for repairs, but be especially careful when dealing with plumbing and electricity. You never want a $75 fix to turn into a $7,500 disaster! and be careful when using scented cleaners. Remember, most pets have heightened olfactory senses so we should always be mindful. There are many new products out these days that are great for sanitation, safe for pets and also environmentally friendly. You can even promote your dedication to pets and the environment as an added value to customers choosing your facility. Happy Boarding! n K-9 Resorts Daycare & Luxury Hotel was founded in 2005 by brothers Steven & Jason Parker in Fanwood, N.J. When in their early teens, their parents denied them a dog of their own, so the entrepreneurial pair opened a professional pet-sitting business to prove they were not only willing, but ready to care for a dog. That business not only became a

highly profitable enterprise that they sold for a six-figure sum in 2006, that revenue became the expansion fuel for their burgeoning K-9 Resorts business. The business, which is the only facility in New Jersey to have been rated #1 by multiple major publications, is now positioned for franchise growth throughout the Northeast U.S. K-9 Resorts is ranked #1 in its category by the Courier Times & by New Jersey Monthly. To learn more about K-9 Resorts Daycare & Luxury Hotel and potential franchise opportunities, visit the company’s website www.k9resorts.com.

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Clean, Clean and Clean Some More Cleaning properly can be your most cost effective and often overlooked asset when transitioning into a new season with your facility. It makes for a good habit to take stock of all your supplies quarterly or monthly to maintain stability and ensure cleanliness. Be sure to replace cleaning supplies often. This becomes most important after the busiest boarding months. It will reduce the spread of bacteria, especially with mops, which should be replaced more often in warmer months because they are used the most often at this time. Safety also becomes an issue when dealing with cleaning. Never use solutions that could be harmful to pets PET BOARDING & DAYCARE

PROFILE OF SUCCESS

Red Dog

on a mission 28

Pet Resort & Spa

By Kathy Hosler Photographs by Red Dog

PET BOARDING & DAYCARE

“

he Red Dog Pet Resort & Spa is Cincinnati’s first purpose built facility designed for four-legged family members,” says Ray Schneider, owner of southwestern Ohio’s vacation destination for pets. “Our main goal is to provide the best for everyone’s pets,” he continues enthusiastically. “We try to put everything in one location - boarding, training, daycare, grooming, aquatics, our dog park, pet boutique, and more.” Red Dog Resort has been serving guests for seven years. During its design and construction phase, things such as sound control, air purification and circulation, and comfortable, clean accommodations for canine and feline guests, were important considerations. When clients and their pets enter the Red Dog Resort & Spa, they immediately notice the quiet, spacious, odor-free, and clean environment. “Security and cleanliness are two of our primary concerns,” says Mr. Schneider. “We have staff on duty 24/7 in addition to smoke detectors, fire

“We try to put everything in one location boarding, training, daycare, grooming, aquatics, our dog park, pet boutique, and more.” — Ray Schneider, Owner alarms, overhead sprinklers, and video surveillance systems in our facility. Our laundry, dishes, toys, and play equipment are disinfected daily. Even our air is filtered six times per hour.” The resort can accommodate over 250 overnight canine and feline guests with both dorm rooms and suites. There are 4’ X 6’ and 8’ X 6’ dorm rooms available, some with an exterior fenced patio. The suites are the most popular lodging option providing the ultimate in exclusive accommodations. Each of the forty-three private suites has a custom raised bed and a flat screen television. Many of the suites have webcams, so the owners can view their pets via the internet. Whether it is football, a royal castle or a tropical destination, each suite has a colorful wall mural along with the theme. The PET BOARDING & DAYCARE

pet’s owners can select their favorites – whether it be the Cincinnati Bengals, I Love Lucy, King’s Island or a resort destination like Italy. The feline guests are also treated to a vacation of luxury when they stay at Red Dog Resort. Felines have their choice of private condos or suites with multilevel lodging. They enjoy bird watching through the large window at the front of their private room, well away from the canine area. There is a spacious play area filled with toys and a custom built climbing kitty play tree for enjoying during a private playtime experience. All guests at the resort can enjoy a large variety of extra services and amenities. Yappy or Meow hour offers a variety of yummy treats owners can request for their pets. Special one-on-one 29

Whether it is football, a royal castle or a tropical destination, each suite has a colorful wall mural along the theme.

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playtimes can be scheduled with owners selecting options such as ‘Crazy dog’ high activity sessions, or ‘Lazy dog’, providing a quieter experience for their pet. There’s even a ‘tuck-in’ service for a quiet tummy rub or story before bed. The Aquatics Center features a spectacular, indoor heated pool specially designed so dogs have easy access into and out of the water. Dogs have private sessions with a Fitness Practitioner for a Fun Splash Time or a Water Fitness Swim. Older dogs and dogs recovering from injuries/surgery benefit from and enjoy the zero-impact soothing warmth of the pool. Even overweight and couch potato dogs enjoy the zero gravity water workouts. The wellbeing of guests during play continues the emphasis on safety at Red Dog. During daycare activities, dogs are grouped according to size and activity level. Daycare averages 135 dogs a day with low, safe staff-to-guest ratios. Depending on the weather, daycare pets can enjoy indoor or outdoor playrooms filled with puppy playground equipment, fun toys, doggie pools and caring supervisors. Another amenity setting Red Dog Resort apart from many other pet care facilities is their ‘Member’s Only’ three acre outdoor dog park adjacent to the resort with a double entry gate accessed with a personal access code. Real grass and shade trees set apart this park complete with play equipment, walking trails, and a water area fun for playing and splashing. Water fountains for people and dogs, plenty of benches for the owners, twenty-four hour video surveillance, and multiple doggie waste stations (so owners can pick up after their pets) make this unique park a fun, safe environment for the dogs. The premier Dog Training Services offered by the resort are a big hit with pet owners. Red Dog offers both onsite and in-home training utilizing either group or private class settings. Basic obedience is only the start. Training also includes Agility, Fly ball classes, Behavior Modification, Urban Behavior (a big hit) and more. Additionally, the ability to have their dog trained while boarding is also available to owners.

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Red Dog also helps busy pet parents by offering pick-up and delivery of pets for boarding or any of the other services provided. And, what vacation would be complete without enjoying a visit to a spa? Red Dog offers grooming and spa services seven days a week – enabling pet owners to be greeted by a freshly groomed pet upon pickup. Red Dog also helps busy pet parents by offering pick-up and delivery of pets for boarding or any of the other services provided. Pets ride in style in the colorful Red Dog van while enjoying door-to-door service. Being part of the community is important to Red Dog Resort. They sponsor many community activities and events such as pet adoptions, Santa photos and the Red Dog Soap Box Derby. Each year Red Dog hosts its Howl-oween party complete with a best dressed costumed pet, look-alike owner and pet and cutest costume contests

PET BOARDING & DAYCARE

Red Dog has grown to include resorts in Boston, Massachusetts and the brand new location in Maineville, Ohio. The Maineville location is very close to the Kings Island Amusement and Water Park. This Red Dog Resort location features an expanded daycare area to allow dogs to play while their owners visit Kings Island. Webcams will allow owners to check in on their pets during the day via the internet. It’s really a win-win for everyone – the owners are enjoying their vacation and they can see their pets are having lots of fun too. “Our mission is to provide high quality service, care, and amenities to our four-legged friends – while instilling an ease of mind for their owners,” says Mr. Schneider. Looks like it’s ‘mission accomplished’ at the Red Dog Resorts. n

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FACILITY DESIGN

g n i d n a t s r e d n U n o i t c u r t s Con

s r e d r o e g n cha By Rick Bacon,

FAIA

PET BOARDING & DAYCARE

f you are building or renovating your kennel, it is almost guaranteed that you will encounter at least one change order. Change orders during construction are common and should be anticipated. They are either owner requested or caused by issues encountered during actual construction. A change order during construction is work that is added to or deleted from the original scope of a contract for construction with the general contractor. The change order alters the original contract dollar amount and/ or completion date. The change order is agreed to by the owner, contractor and architect/engineer. The common abbreviation for Change Order is CO. Do not confuse it with a Certificate of Occupancy, also called a CO or the Construction Observation (CO) phase. They are entirely different and the context in which CO is used will help you differentiate between them.

Common causes for a change order to be created are: • The cost for the project’s work was incorrectly estimated. • The customer or project team discovers obstacles or possible efficiencies that require them to deviate from the original plan. • The customer or project team is inefficient or incapable of completing their required deliverables within budget, and additional money, time, or resources must be added to the project. • During the course of the project, additional features or options are perceived and requested. • The contractor looks for work items to add to the original scope of work at a later time in order to achieve the lowest possible base bid price, but then adds work items and fees back in once the contractor has been hired for the work. This is an exploitative practice. • Extreme weather conditions cause delays or require additional work to complete construction. (Source Wikipedia)

Construction Related Change Orders A construction change order may be the result of hidden conditions, a conflict or ambiguity in the construction documents, or a construction material that is no longer manufactured. Another example is a change order requiring time extensions necessitated by what is considered an “act of God,” such as heavy winter storms or a hurricane. The change order is initiated by either the contactor or architect via issuing a Request for Proposal (RFP). This will ask the contractor to provide a cost or time proposal for the change. The RFP is then issued to the architect or engineer for review. The contractor will then be issued a change order that must be signed by the owner. The cost or time changes will then be part of the construction contract. Another example requiring a

change order would be the contractor discovering an abandoned water line directly under the building slab. The pipe was an unknown condition during the design and contract document preparation or during the bid. The contractor is legitimately owed more money for removing the pipe. Further, the removal of the pipe required additional construction time. Both the additional cost and time extension are part of the change order. Some change orders are good. An example is a product specified for the project, such as a porcelain tile, has been back-ordered and the contractor locates a similar product that is equally as good, is available now, and is less costly. A request for proposal to support a change order would show a credit is due because the product was less expensive for the contractor to purchase.

Change orders during construction are common and should be anticipated. They are either owner requested or caused by issues encountered during actual construction.

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Owner Related Change Orders As the owner, you may request changes in the project’s scope. An example is you decide to add in another 25 dog boarding suites to your building while it is under construction. A change like this increases building area and also includes the cost to build the architecture, structure, mechanical, plumbing and electrical systems. This obviously is just cause for additional compensation and maybe additional time to the contractor.

Change Orders to Increase Construction Time The construction contract should stipulate the number of days for completion of the project from the Notice to Proceed to the date of the Certificate of Occupancy, when the owner takes possession of the building. The contract should stipulate a certain number of days to accommodate situations such as rain days. The contract should also require that the contractor document the “rain” days and if

warranted, an extension of time should be granted. These additional days should be included as part of a change order. I don’t usually approve rain days until the end of the job is near and it is obvious that rain or other weather conditions really did cause a time overrun. This is a judgment call, but I have a hard time granting additional days, at one point when the work site is idle during good weather at another point during the project.

Being “Nickeled and Dimed” If it becomes obvious that the contractor is asking for change orders over small items or too frequently, there are hidden reasons that are symptomatic of a bigger problem. The contractor or his/her sub-contractor may have under-bid the project and is now trying to recover as much money as possible. Every little change from then on is charged by the contractor to make up for that lost money. It now takes everyone extra time and effort to negotiate the smallest of issues.

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Accepting the lowest bid is not always the most economical path.

Design Errors and Omissions No set of documents prepared by the design team is perfect. The architect’s goal is to identify document errors through quality control reviews. Documents are open to different interpretations, so you want your contractor to issue Requests for Information (RFI) before construction starts to clarify the design intent, if necessary. It is through this process where the possibility of change orders, due to an error or omission on the documents or misinterpretation of design intent, is reduced. These types of errors are often minor and can be corrected in the field. Unfortunately, design errors do happen and a change order could be required. Your design team is motivated to find reduced or no cost solutions to document discrepancies discovered during construction and avoid the need for a change order.

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Contingencies to Cover Change Orders I usually recommend two contingencies for your construction budget. The first contingency is included in your construction budget line items and I try to set it at 10% of the construction cost. The amount of money is known to everyone, including the contractor. However, only you have the authority to use the money. A contingency of this type is used to cover unknown or unexpected costs such as removing the hidden pipe, mentioned previously. The contingency may be used to add items when your project is nearing completion and you are comfortable that the money will be unused otherwise. The second contingency is reserved for the same basic purposes but is not known to the contractor and maybe not known to the architect. This hidden reserve is used if an extreme situation arises. By the time the construction documents (these are the documents

submitting for permitting and bidding the construction) have been completed, each contingency percentage can be lowered to 5%.

Be Your Own Watch Dog Anticipate that there will be change orders on the project. Hopefully any change orders you encounter will be minor and will not burden the budget or time allotted for completion. Learn how to read a set of construction documents so you can spot discrepancies, too. Visit your construction site often and review work for yourself, comparing it against your design plans; you have every right to do this. Evaluate the contractor’s request for proposal and change order requests closely to make sure there are no duplications, cost savings are included if appropriate, and that the mark-up is consistent with the original contract. When you are negotiating your construction cost initially, try hard not to eliminate your construction

Anticipate that there will be change orders on the project. Hopefully any change orders you encounter will be minor and will not burden the budget or time allotted for completion.

contingencies altogether. It is always recommended to have fallback dollars available to cover the unexpected, including change orders. It will make decision making much easier and faster while avoiding having to come up with money out of your pocket instead of from the designated construction budget. n Richard S. Bacon, FAIA, is owner and principal architect at Bacon Group, Inc., an architecture firm that specializes in the design of animal care facilities. With over 35 years’ experience, Rick is a registered architect, member of the American Institute of Architects and the AIA College of Fellows, credentialed by the National Council of Architectural Registrations Boards, a LEED Accredited Professional in sustainable design, and a licensed General Contractor. He is a frequent workshop presenter on a variety of design topics for the boarding, veterinary, and animal humane care communities. Rick may be contacted by phone at 800-961-1967 or via email at rick@bgarchitects.com.

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“

ANIMAL HEALTH

That Pill wasn’t

meant for you! how to prevent and respond to pet poisoning accidents

By Ahna Brutlag, DVM, MS

Accidents will happen. They’ll happen at the finest boarding facilities. They’ll happen to the finest pets. They’ll be a result of the finest employees. While pet boarding and daycare facilities prepare for accidents and even ask their clients to sign waivers acknowledging that accidents will happen, the truth is that, when they do occur, it stinks, (sometimes literally!) The key for successfully dealing with accidents, no matter how serious or insignificant, lies with the facility’s immediate and appropriate management of the situation in addition to the upfront and transparent communication to the pet owner. Aside from injuries, potential poisonings in pet boarding/daycare centers are amongst the most common accidents. They often involve accidental overdoses or double doses of oral or topical medications. This typically happens when a pet’s care sheet or med chart doesn’t get correctly marked off, but can also be due to miscommunication from the pet owner. Recently, Pet Poison

Aside from injuries, potential poisonings in pet boarding/daycare centers are amongst the most common accidents. They often involve accidental overdoses or double doses of oral or topical medications. Helpline was called from a boarding facility because an astute staff member raised concern about the dose of liquid heart medication that Roxy, a 14 year old cat, was supposed to receive. The owner had left written instructions that said to give Roxy 5 CCs of medicine twice a day. As the staff member was giving Roxy her meds, she grew concerned that 5 CCs seemed excessive so she stopped halfway through dosing and consulted with the vet on staff. It was determined that Roxy was only supposed to receive 0.5 CC and that the pet owner provided incorrect instructions. Due to the potency of the medication and 3 times overdose, the veterinary staff at Pet Poison Helpline were contacted and advised the cat to be monitored for cardiac complications at an

PET BOARDING & DAYCARE

ER overnight. Thankfully, Roxy suffered only minor complications and was discharged back to the boarding facility the following day. Had the staff member given her the full 5 CCs, Roxy would not have been so lucky. Poisonings can also occur when pets escape and get exposed to cleaners, toxic plants, or human foods that may be poisonous to pets. For example, Tank, a large 3 year old black Labrador retriever, bulldozed his way out of his kennel when the door was opened and immediately targeted a mop bucket of disinfectant to quench his thirst. While he was quickly removed from the bucket, it was clear that he had been able to get several swallows of mop water. Thankfully, a quick call to Pet Poison Helpline reassured the

boarding staff that Tank wouldn’t be poisoned by drinking the mixture and instructed them to dilute his stomach contents by providing a bowl of fresh water to drink (which he readily did). When the boarding staff informed Tank’s owners of his escapades, they were very impressed with the staff ’s quick reaction and prompt ability to obtain professional advice. In spite of this accident, they remained loyal clients.

How to Prevent Poisoning While not all accidents can be prevented, a few preventative measures can go a long way towards reducing their likelihood. Double check medications. Institute a policy of ‘checking twice’ before medicating a pet to ensure the right dose is given to the right pet. Also, use clear, easily understandable care sheets to help staff communicate when meds were given and by whom. Keep toxic plants out. Just because a facility caters to pets, doesn’t mean it can’t have fresh flowers in reception or nice landscaping. The majority of plants are non-toxic so enlist the help of a veterinarian or veterinary poison center to help you select pet-safe plants. Always avoid lilies (Lilium spp such as Easter, tiger, stargazer, and Asiatic lilies) if you cater to cats. Instead, choose roses, Peruvian lilies (Alsotromeria), or tulips for cut-flower bouquets. For outdoor plants, scrap yew bushes (Taxus spp) and sago palms (Cycads, Macrozamia, and Zamias) in favor of catmint (Nepeta spp), lilac bushes (Syringa spp), or golden butterfly palms (Dypsis lutescens). For a list of toxic plants, visit www.petpoisonhelpline.com. Know your toxic foods. It’s imperative to have a posted list of toxic human foods in case of accidental exposure or so a well-meaning staff member doesn’t accidentally feed Fido or Fluffy something they shouldn’t. For example, never feed grapes or raisins to dogs as they cause kidney failure. Remind your staff that avocado is toxic for birds, especially since some bird owners aren’t even aware. Cats are very sensitive to onions, garlic and chives (Allium spp)

and poisoning has occurred when they’ve been given baby food with garlic powder. For a list of toxic and non-toxic human foods, visit www.petpoisonhelpline.com. Stay informed. Simply having a basic working understanding of what common people foods, plants, and products are toxic to pets will go a long way in preventing pet poisonings, both on the job and at home. Don’t rely on ‘Dr. Google’ and, instead, utilize reputable websites and services such as Pet Poison Helpline, the American Veterinary Medical Association (AVMA), and local veterinarians to obtain information.

What to Do If a Pet May Be Poisoned Get help! If the pet is still asymptomatic, call the facility’s veterinarian or Pet Poison Helpline immediately. Time is of the essence. The faster you consult with a veterinary professional, the better your chances of saving the pet, preventing or limiting the extent of poisoning, and reducing medical care and costs. For example, if a dog was mistakenly given an oral medication meant for a different dog, a veterinary poison control professional can quickly tell you whether inducing vomiting is necessary or not. If vomiting can be induced before the pill has a chance to dissolve, there’s a good chance of recovering the pill and preventing poisoning all together. Unfortunately, if you wait too long to get help, the pills will be digested and start exerting their effects. Depending on the pill, this could be deadly for a pet. If the pet has already started to have symptoms, bring it promptly to a veterinary clinic. Always call them first so they’re prepared for the patient’s arrival.

Document, document, document! Document, in writing, the specifics of what happened. Include details such as the involved employee’s names, times of day, dates, and the name of everyone consulted on the case. If applicable, take photographs or video. For example, if a dog chewed on a potentially toxic plant, clearly photograph or take a video recording of the plant, including the portion that was chewed on. This

PET BOARDING & DAYCARE

can allow a florist or poison control expert to properly identify the plant, and potentially determine the amount and part of the plant that was ingested. The latter is important as some portions of plants (i.e. bulbs or seeds) are more toxic than others. Documenting accidents serves two purposes. First, it demonstrates to the pet owner that the facility is serious about taking responsibility for the accident. Second, it also helps to stave off any potential false claims of injury after the accident has occurred. Be upfront with the pet owner. Do not conceal the situation from the pet owner. Do not attempt to minimize a potentially serious case. Attempting to cover up an accident often backfires and brings devastating consequences. As we’re all aware, an upset pet owner with access to social media will make their complaints spread faster than a Labrador chasing a tennis ball. Instead, be honest and upfront. Inform the pet owner of the accident sooner versus later and keep the lines of communication open. Compensate the pet owner when necessary. While boarding/daycare facilities often run on slim margins, it’s still prudent and professional to cover the cost of veterinary care if an accident occurred due to staff negligence or oversight. This includes covering the cost of the call to a veterinary poison control center or a consulting fee with the facility’s on-call veterinarian. Even if the accident was not due to staff negligence, consider providing the pet owner with a complimentary night of boarding and you may have won a client for life. While accidents will happen, it’s the response to them that makes all the difference. Remember, in case of possible poisoning, know that round-the-clock help is just a phone call away at Pet Poison Helpline, 800.213.6680. n

@barkleighinc 39

Alternative

diets

Benefits, Perils and Quandary By Bernadine Cruz, DVM

PET BOARDING & DAYCARE

client asked me the other day why I inquired at each examination what their pet was eating. What significance did the contents of the food bowl have to their pet’s general health? The adage of ‘we are what we eat’ pertains equally to our pets. Knowing what goes into your dog or cat can play an integral role in understanding health and disease. In fact, the ‘deposits’ your pets leaves in the litter box or yard can affect the wellbeing of your pet, your family, your neighbors and even the world. The goal of feeding your pet is to provide a well balanced, nutritious, tasty and disease free diet. There have been growing movements in recent years toward home cooking for our pets and the feeding of raw foods. Proponents believe that home cooking allows them to manage the type and quality of ingredients consumed. And raw diets

are assumed to be more natural and hold health advantages not found in commercially prepared rations. There are definitely some truths to these sentiments and some serious health perils if precautions are not observed. Pet owners trying to grapple with conditions such as itchy skin, weight gain or loss, poor coat, flatulence, diarrhea, constipation, bad breath, changes in activity level, dental disease and a host of other maladies will frequently state that they have tried a plethora of diets with little to no effect on these conditions and are desperate to find the perfect diet to remedy them. The salesperson at the pet store recommends one brand but their

breeder or best friend advocates another. They are now convinced after scouring the internet for answers that home cooked rations or a raw diet will do the trick; maybe, maybe not. Preparing your cat or dog’s dinner definitely provides you complete control over the ingredients. It is also extremely time intensive (why do you think there are so many fast food restaurants…we want to eat and we want to eat NOW!), costly, and insuring that you meet the exacting requirements of proteins, fats, minerals, vitamins, essential fatty acids, calories and fiber for your pet’s life stage and lifestyle can be tricky. Imbalances, especially in young growing

The adage of ‘we are what we eat’ pertains equally to our pets. Knowing what goes into your dog or cat can play an integral role in understanding health and disease.

PET BOARDING & DAYCARE

ANIMAL HEALTH

It is inevitable, but most food contamination occurs on routine surveillance and recalls are undertaken voluntarily to minimize or totally eliminate having tainted food reach our cupboards. pets, can lead to developmental defects and exacerbate existing diseases. Only since World War II has the use of commercially available pet food become commonplace. Our pets’ ancestors didn’t have gourmet cuisine or the superfluity of treats and snacks…and they did just fine. They didn’t have all these cancers. My grandparents never took their pets to the vet. All of these new fangled problems must be due to the food. A nod to the fact that the lifespan of pets has increased dramatically with the advent of scientifically engineered commercially prepared diets; better living through medical investigation and application of these discoveries. With the domestication of cats and dogs, they have lost many of the digestive characteristics of their wild ancestors. Yes, a wolf gnaws on bones and eats raw meat. They also have broken teeth that negatively impact their long-term health. Bone fragments can act like shards of glass in the intestinal tract causing obstructions to perforation in the intestines. Freshly killed meat may harbor harmful bacteria but to a much lesser

degree than processed uncooked meat that goes from the abattoir to market and finally your pet’s dish. If a coyote or bobcat ingests Salmonella it might get a bad case of diarrhea but with a limited population density the impact that it has on other animals is minimized. The U.S. Food and Drug Administration Center for Veterinary Medicine (FDA-CVM), the U.S. Centers for Disease Control and Prevention (CDC), the American College of Veterinary Nutritionist (ACVN), the American Animal Hospital Association (AAHA), the National Association of State Public Health Veterinarians (NASPHV), and the American Association of Feline Practitioners (AAFP) have all endorsed the policy formulated by the American Veterinary Medical Association (AVMA); the Raw or Undercooked Animal-Source Protein in Dog and Cat Diets. These groups are not opposed to pet owners feeding raw or homemade rations but caution about nutritional imbalances, bacterial or parasitic contamination, food poisoning to pets and the people who come in contact with these animals especially the sick, immune compromised, the young or the elderly. Extensive research is ongoing in the field of animal nutrition, food preparation, packaging, handling and overall safety. Despite all the safeguards that have been instigated, food recalls and contamination occurs. It is inevitable, but most food contamination occurs on routine surveillance and recalls are undertaken voluntarily to minimize or totally eliminate having tainted food reach our cupboards. Monitoring websites such as the AVMA’s Twitter feed @AVMARecallWatch will keep you informed. Advocates for home cooking and raw diets are quick to point out that their recommended feeding programs rarely undergo advisories or recalls. This stems from the fact that these foods are subject to very little to no regulatory oversight. Veterinarians are not required to report cases of food poisoning and many cases of human food poisoning from pet food may be mild and medical attention is never sought or the medical

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

doctor doesn’t appreciate the source of the illness…the pet’s food. The common contaminates in raw or undercooked animal protein, raw unpasteurized eggs, milk and yogurt can include Salmonella, E.coli, Campylobacter, Cryptosporidium, Echinococcus, Clostriditum, Neospora, Sarcosystis and Toxoplasma gondii. Illness caused by any of these organisms can range from no clinical signs to death. Some of these organisms can be sequestered in the pet’s gut and not found on routine fecal testing due to their behavior of being shed in the stool on an intermittent basis making an accurate diagnosis difficult. Feeding your pet is more than just putting food into your pet’s bowl…it is part mental and emotional. Giving food is giving love. We want to make our pets happy. Seeing them eat with gusto gives us pleasure. It can also be a function of peer pressure. If all of your friends are feeding the trendiest pet food you may feel obligated to up the ante and find the most unique boutique victuals money can buy. The benefits of raw and undercooked

Feeding your pet is more than just putting food into your pet’s bowl…it is part mental and emotional. Giving food is giving love. We want to make our pets happy. fare is anecdotal and no peer reviewed scientific research comparing the long term health benefits to commercially prepared food has not been performed. If you do want to feed raw food or home cook for your pet…do yourself and your dog or cat a favor and adhere to the guidelines established by the AVMA and CDC: • If avoiding commercial foods is your goal, consider cooking the raw food before feeding it to your pet. • If purchasing commercial raw diets, select products that have been adequately treated to eliminate pathogens. • Do not purchase the product if the container is damaged. • Keep the product frozen until ready to use and promptly refrigerate or discard any leftovers. (Freezing or freeze drying does not kill most pathogens) • Keep the raw meat intended for

your pet(s) separate from that intended for your family to avoid any crosscontamination. Do not handle raw meat intended for your pet in the same area(s) or use the same utensils or equipment used for preparing food for your family. • Never allow cooked food to come into contact with raw meat unless they are subsequently cooked at a temperature that will kill bacteria. • Wash your hands thoroughly after handling raw food. • Regularly sanitize pet dishes, surfaces, cutting boards and utensils. • Rigorously control insects and other pests that may be attracted to the raw meat and could spread contamination. Which food is best for your pet? Talk to the person who has the knowledge to answer your questions and concerns… your veterinarian. n

CUSTOM KENNELS Now pet care professionals who have always ranked safety and durability as their top concerns can have kennels that are attractive, as well. STANDARD AND CUSTOMIZED SIZES • ON-SITE CONSULTATION HOT-DIPPED GALVANIZED • POWDER COATED COLOR CHAIN LINK PANELS

METALINKKENNELS.COM (512) 243-2900 info@metallinkkennels.com 44

PET BOARDING & DAYCARE

SHOW PROGRAM

NOVEMBER

10–13 2014

HERSHEY LODGE & CONVENTION CENTER HERSHEY, PENNSYLVANIA

PET BOARDING & DAYCARE EXPO

& PBD

EXPO HERSHEY, PA

WWW.PETBOARDINGEXPO.COM

The 2014 Pet Boarding & Daycare Expo is so big that we needed a new location to accommodate the growing number of vendors, attendees and increased seminar space. This year the Expo will be held at the Hershey Lodge and Convention Center in Hershey, PA, taking place November 10th-13th. Whether you’re just starting to think about opening a daycare or boarding facility, have been in the industry for a few years or simply want to learn some new tips on maintaining your facility that’s been around for a decade, there’s something for everyone at this year’s expo. With four different seminars taking place at all times, you’re sure to be going home with a notebook full of new ideas. The Expo begins the evening of Monday November 10th with Keynote speaker, Mark Dunn, AKC’s Vice President of Registration and Customer Development. Mark has spent the last several years immersed in all things relating to the pet industry. He has a unique perspective on laws, pending

legislation, trends and the overall perception of the industry. He will discuss how all of that can affect you as a business owner and as an animal welfare advocate. Mark will also explain the AKC’s role and their involvement with other pet industry advocate organizations. On Monday night, following the Keynote speaker, will be a “Meet and Greet” Cocktail Party where you will get the chance to socialize with your fellow pet industry peers. Educational seminars covering all aspects of the industry will begin Tuesday morning with two hour classes, followed by four hour classes Tuesday afternoon. One hour seminars will be going on all day Wednesday and Thursday. Some of the Tuesday classes will be repeated on Wednesday so you won’t miss out on an opportunity to attend the top seminars. Interested in learning some new business strategies? Learn how to create a well-developed company culture that easily outperforms competitors with

PET BOARDING & DAYCARE

Andy Smit in ‘Building a winning Company Culture.’ And in the second half of this four hour Tuesday seminar, Garret Tadlock will present ‘Plan Strategically for Growth in 2014.’ Some other business seminars include Carol Boerio-Croft’s ‘Profile of Success’ where she will share her story of the Cozy Inn Pet Resort and Orchids Spa. Laura Laaman will be presenting ‘10 Steps to Increase Reservations’ and Joanne Morris will share her ‘Top Reasons Employees Leave.’ Also, learn Paula Mostellar’s ‘7 Secrets to Happy Clients.’ With many great facility design and maintenance seminars, you’re sure to find the right one for your situation. Representatives from BDA Architecture will fill you in on all of the ‘Market Leading Design Trends.’ Chris Quinlan will be presenting a four hour Tuesday class called ‘Sanitation Simplified,’ where you will learn how to create a healthy environment for your guests, while protecting your investment. Considering a new floor? You won’t want to miss Jeff Adney’s ‘Dream

Floor.’ How about artificial grass? Ken Karmie’s ‘Considering Artificial Grass’ is a must see. There are also a few others on starting up a new facility and refurbishing your existing facility. In your line of work it’s always important to know about the health and behavior of the animals you work with every day. In Annette Uda’s ‘Airborne Diseases’ seminar you will learn about the diseases and how to control them in your facility. Some other health related topics, presented by Dr. Lisa Aumiller, include ‘Vaccination Protocols’ and ‘Early Disease Recognition.’ You will also have the opportunity to get Red Cross certified in Pet First Aid & CPR. Daycare is a growing industry so you’ll want to be sure that you and your

staff are up on all the latest trends and techniques. You won’t want to miss the “Dog Gurus” Robin Bennett and Susan Briggs in their four hour presentation of ‘Safe and Fun Off-leash Play.’ They will also be presenting separately in two other seminars called ‘Reduce Injuries at Daycare’ and ‘End Staff Drama.’ Certified dog trainer, Lisa McDonald will explain “what the dogs are saying” in her class, ‘Daycare Communication.’ In addition to all of the great seminars, there is also a two day trade show that will be open all day Wednesday and Thursday. Many vendors will be set up offering ‘cash and carry.’ So be ready to do some shopping and get up close and personal with all of the new products and services you

BIGGER

&BETTER! may need for your facility. You won’t want to miss the biggest Pet Boarding & Daycare event of the year so mark your calendars for November 10th-13th, and join us in Hershey, PA for a two day trade show and educational seminars given by the top industry speakers!

PROGRAM GUIDE KEYNOTE SPEAKER: MARK DUNN

You are invited!

THE BIG PICTURE

MEET AND GREET COCKTAIL PARTY

Legislation, Trends and The Future of the Pet Industry

MONDAY, 6–8 PM Spend an evening with Mark Dunn, AKC’s Vice President of Registration and Customer Development. Mark has spent the last several years immersed in all things relating to the pet industry. He has a unique perspective on laws, pending legislation, trends and the overall perception of the industry. He will discuss how all of that can affect you as a business owner and as an animal welfare advocate. Mark will also explain the AKC’s role and their involvement with other pet industry advocate organizations. You won’t want to miss this inside look at the ‘big picture’ of your industry, see where it’s heading and learn how it can affect you. Mark Dunn is AKC’s Vice President of Registration and Customer Development, which encompasses Registration Development, Registration Services, AKC Global Services, Customer Service, and

DNA Operations. Before joining the AKC in 2009, Dunn was Director of Engineering and Quality for a subsidiary of Eastman Kodak and has over 20 years of experience leading operations, engineering, marketing and business development teams. Prior to assuming his current role, Dunn led AKC’s Internal Consulting and Registration Development departments which, among other things, developed and launched the AKC Canine PartnersSM program, AKC’s Global Services and AKC’s My Dog Can Do That! attraction, as well as a number of successful business-to-business (B2B) initiatives. As the Vice President of Registration and Customer Development, Dunn’s departments and teams are all highly customer focused. Whether managing existing registration services, answering the phones and helping customers through problems, or developing valuable B2B relationships, it is all about the customer.

PET BOARDING & DAYCARE

SPONSORED BY:

WWW.FURLOCITY.COM

MONDAY

8–10 PM

Immediately following the Keynote Address

MEET & GREET EVENTS ARE FREE TO ALL

Pet Boarding & Daycare Expo Attendees 47

TRADE SHOW WED. & THURS. 10AM TO 4PM One of the most exciting parts of the expo is your chance to visit booths from all over the nation. Many will be offering fantastic bargains, show specials, and discount

pricing. Bring your checkbook and credit cards... and get ready to stock up! Make this show your buying event of the year! See state-of-the-art equipment! Talk to movers and shakers in the industry. It’s all here! Bring your staff and let them have a great learning experience!

EXHIBITING COMPANIES* Alpha Tech Pet Inc. Aqua-Air Total Cleaning System Barkleigh Productions, Inc. BDA Architecture PC/CMP Inc Campbell Pet Company Design Learned, Inc. Direct Animal Products Dog Is Good Forever Stainless Steel ForeverLawn/K9 Grass Furlocity Good Dog Marketing GoPet LLC Governor Insurance Agcy., Inc

Health Technology Prof J&J Dog Supplies K-9 Resorts Kennel Connection Kennel Pak Insurance Kennelite Kennelsoft Systems Kuranda Dog Beds LaundryFarm Mason Company Metalink Corporation Pet Exec PetAirapy LLC PetBizInsurance.com

PetBookings.com Prima Bathing Systems Re-tail Connection Shor-Line Snyder MFG Co. Stone Mountain Pet Products The Dog Gurus Top Dog Business Boosters Ultra Lift, Inc. World Pet Association *Expected to exhibit

LUNCHEON ROUND TABLE DISCUSSION WEDNESDAY AND THURSDAY 12–1:45 PM Network with fellow pet boarding professionals at our meet and greet luncheons on Wednesday and Thursday afternoon. Luncheon ticket holders can enjoy a delicious meal while discussing the industry with those who are just as passionate about caring for pets. Share stories, “talk shop,” or use the provided discussion questions to guide your conversation during this time of camaraderie with like-minded pet care professionals. Luncheon events are included with the Gold, Gold Plus and Basic Deluxe packages. They can also be purchased separately.

TUESDAY A PROFILE OF SUCCESS: COZY INN PET RESORT & ORCHID SPA Carol Boerio Croft

Pets are no longer just dogs & cats, they are family members. The clients’ expectations of pet care has risen beyond the old concept of kenneling. In order to develop a lasting company that sustains time and tribulations there are several points that need to be reviewed and incorporated into the Pet Care at all facilities. Carol has been in the pet boarding/grooming/daycare industry for over 30 years and in veterinary medicine and working in hospitals 45 years. In this lecture Carol will share her “New Profiles of Success.” Carol now runs two Cozy Inn’s where, in peak season, can house over 500 guests a day with a trained staff of 126 employees. This

two-hour program is included with the Gold, Gold Plus, Silver and Silver Plus packages. It can also be purchased separately. Program includes trade show on Wednesday and Thursday.

AIRBORNE DISEASES CONTROL IN PET BOARDING FACILITIES Annette Uda

Pet Boarding and daycare facilities are subject to outbreaks of airborne infections (such as K-9 Cough, Influenza, Distemper etc.) That can transmit between animals and to or from animals and humans. The control of these diseases in pet boarding depends on both surface cleaning and air cleaning and it is necessary to address both problems to control

the spread of diseases. Air cleaning technology is addressed as a complement to surface disinfection for the control of zoonotic pathogens. In this class you will learn which pet pathogens can transmit by the airborne route, which pet pathogens can transmit to humans, which human pathogens can transmit to other animals. This two-hour program is included with

the Gold, Gold Plus, Silver and Silver Plus packages. It can also be purchased separately. Program includes trade show on Wednesday and Thursday.

DAYCARE COMMUNICATION Lisa Mcdonald

Understanding “What Dogs are Saying” is a critical part of any group canine activity. In this presentation, Day Care professionals will learn how to read and understand canine communication signals. Examples of social invites, cut off signals, assessing different levels of stress and how to read calming signals will be discussed. Topics will also include “Conducting a Proper Temperament Evaluation” to qualify a dog for group play. Keeping your staff and clients’ dogs safe will be discussed with topics such as “How to Avoid a Dog Bite or Fight,” “How to Redirect a Dog’s Over stimulation or Excitement Level” and “How to Place Dogs for Matched Energy.” This two-hour program is

included with the Gold, Gold Plus, Silver and Silver Plus packages. It can also be purchased separately. Program includes trade show on Wednesday and Thursday.

PET BOARDING & DAYCARE

MARKET LEADING DESIGN TRENDS Paul Gladysz & Becky Valentine

The future of pet boarding and daycare facilities is here, and this session will discuss the growing design trends taking place. Paul Gladysz and Becky Valentine will provide insight into the new design of boarding facilities focusing on how owners can convey their image to clients using next generation design techniques. They will discuss what is available and what clients are looking for in a boarding location for their pets. The boarding facility will be looked at as both a stand-alone business and as an addition to veterinary hospitals, covering the design options from comfortable cages to upscale luxury run suites. This

two-hour program is included with the Gold, Gold Plus, Silver and Silver Plus packages. It can also be purchased separately. Program includes trade show on Wednesday and Thursday.

EVENING BUILDING A WINNING COMPANY CULTURE Andy Smit

In this seminar you will learn how to create a well-developed company culture that easily outperforms competitors. Andy will discuss how operators can drive employees to contribute to teamwork, problem solving, innovation, customer service, productivity, quality, and profits. This one-hour and forty five minute program is included with the Gold, Gold Plus, Silver and Silver Plus packages. It

can also be purchased separately. Program includes trade show on Wednesday and Thursday.

TUESDAY SAFE & FUN PLAY GROUPS: STAND OUT FROM YOUR COMPETITION Susan Briggs & Robin Bennett

The popularity of off-leash play services has created a competitive marketplace. In this seminar Robin and Susan outline the important aspects of Excellent Play groups that emphasize safety and fun. You’ll get insight on training staff leaders, managing problem behaviors and creating a daily schedule of engaging and fun activities. Plus you’ll take away tips on how to market your services to prospective clients as professional, safe, healthy and fun! This four-hour program is included with the

Gold, Gold Plus, Silver and Silver Plus packages. It can also be purchased separately. Program includes trade show on Wednesday and Thursday.

PET RED CROSS FIRST AID/CPR CERTIFICATION Rebecca Shipman

saster procedures and provides tips for keeping a pet happy and healthy. Each participant will receive a Red Cross Dog First Aid book and DVD to take home as a reference. The Pet First Aid Book is included with course fees. Each participant will receive a card from the American Red Cross signifying that they have completed this course. In this four hour course, you will learn how to protect the animal’s health, know if you have an emergency, perform CPR and first aid, respond to breathing and heart emergencies (including choking), and stock a pet first aid kit. You will also learn general first aid and how and when to give a pet medication. This four-

hour program is included with the Gold Plus and Silver Plus packages. It can also be purchased separately. Program includes trade show on Wednesday and Thursday.

SANITATION SIMPLIFIED Chris Quinlan

This class will cover all areas of facility maintenance for a doggy day care, pet boarding, and grooming business. Specific areas covered will be cleaning, disinfecting, and deodorizing of surfaces, how to choose a product, how to get staff to properly use a product, OSHA compliance, infection control, odor control, drain maintenance, waste dis-

As a pet care professional, you want to be equipped with the skills to handle medical emergencies that arise while a pet is in your care. Whether a pet becomes ill or injured or needs help in a disaster, the American Red Cross can teach you how to respond. The American Red Cross Pet First Aid Course teaches you emergency care and di-

posal, synthetic grass maintenance, laundry, bowl washing and floor care. The goal of this class is to share ideas with owners and managers on how to get the cleaning results they’re looking for, as efficiently as possible. At the same time, how to create a healthy environment for their guests, while protecting their investment. This four-hour program is included

with the Gold and Silver packages. It can also be purchased separately. Program includes trade show on Wednesday and Thursday.

PLAN STRATEGICALLY FOR GROWTH IN 2014 Garret Tadlock

We all have goals in 2014 for growth, but what most of us lack is the time to strategically plan. I have worked with some of the most sophisticated Pet Resorts in the US and identified 7 strategies that you can implement to achieve excellence in customer service, operations while growing bottom line revenue. This will be an interactive workshop, so come prepared to share your successes and failures. This one-hour and forty five minute program is included with the Gold, Gold Plus, Silver and Silver Plus packages. It can also be purchased separately. Program includes trade show on Wednesday and Thursday.

FACILITY DESIGN AND BUSINESS All Wednesday and Thursday seminars are one hour.

WEDNESDAY THE 7 SECRETS TO ATTRACTING & KEEPING HAPPY CLIENTS Paula Mosteller

Learn how a few small changes can make a gigantic impact on the impressions you project to your 2 legged clients and potential clients. You might be doing things that you don’t know are sending valuable relationships away. Paula will share methods and techniques that she has learned from many years of working with successful pros. Even when you aren’t aware, people are watching you. Make sure they like what they see!

STARTING, BUILDING & OPERATING A PET CARE FACILITY Steven & Jason Parker If you are new to the pet care industry or have always wanted to own your own pet care facility, this is the seminar for you! During this seminar, you will learn how to obtain zoning and financing for your business, where to locate your business, how to design your facility, how to build or construct your facility, what training is necessary for you and your staff, grand opening ideas and marketing tips, how to operate a new facility, and so much more...

REFURBISH & REMODEL: TURN YOUR OLD FACILITY INTO A NEW ONE! (PART 1 & 2) Greg Taylor & Scott Learned

It is often far more economical and practical to remodel or refurbish an existing building

than to move and build a new facility. Remodeling doesn’t involve as many permits, financing is often easier, and there is no transaction cost that comes with physically moving. Many facilities are older, and what was state of the art, efficient, and attractive 15--or 30!--years ago is not today. Worse, older equipment and facilities can compare unfavorably to newer competition. A tired and outdated building can be transformed by modern gates, new isolation panels, and replacing stainless steel cage banks with warmer and more attractive materials. Concrete or CMU block walls can be torn down and replaced with newer and better materials like glazed block, and small runs can be reconfigured into larger runs. The goal is to freshen and modernize your current facility so you don’t have to move to a new one.

OVERCOMING TOP REASONS EMPLOYEES LEAVE Joanne Morris

Do you have high turnover rate in your business? Are you frustrated with staff leaving after investing time and money in the hiring process? Each pet care facility is dependent on staff to provide quality care to all their canine and feline guests. However, many business owners never plan for the challenges employees might present. We will explore some of the common reasons why today’s employees may not be satisfied and ultimately leave their positions. This informative session will provide effective

PET BOARDING & DAYCARE

strategies that can be implemented to maintain quality staff members so you can focus on growing your business!

* This seminar is also available on Thursday, 9 AM

CONSIDERING ARTIFICIAL GRASS (OUTDOOR, INDOOR & ROOF TOP) Ken Karmie

The benefits (aesthetics safety, comfort, savings and increased profits) of artificial grass can be significant. This session will discuss what you need to consider and understand (product, installation, maintenance, and related systems) to ensure success. Artificial grass done right is an asset you and your clients will enjoy for years to come. Learn and discuss how to do it right and keep it right.

* This seminar is also available on Thursday, 9 AM.

TIME AND TECHNOLOGY: THE KEYS TO OPERATIONAL EFFICIENCY AND ULTIMATELY SUCCESS Andy Smit

Andy will discuss how time and technology can have a symbiotic relationship in any business. Finding the right tools can help any operator run their business more efficiently, ultimately leading to more time spent focusing on customers and staff. Andy will use various proven methods along with providing attendees a list of day to day tasks to show how their time is spent in and around their business today and where it can be done more efficiently. * This seminar is also available on Thursday, 11 AM.

FACILITY DESIGN AND BUSINESS All Wednesday and Thursday seminars are one hour.

CHOOSING YOUR D.R.E.A.M. FLOORYOUR QUESTIONS ANSWERED HERE! Jeff Adney

One of the biggest decisions an animal care facility owner has to face is this: what is the best and proper flooring for my style of business? This is true whether you are renovating an existing building, remodeling your existing facility, or building new. With endless options available, choosing the right floor is a confusing and important decision. The effect of an improper flooring choice or poor installation can cause delays in opening and/or warranty issues that cost you both time and money. This presentation will begin by focusing on the five key floor attributes that are most important for boarding/daycare facilities, the most popular floor choices available today, and the newer alternatives. For each of the flooring options, both pros and cons of each will be reviewed. Next you will learn about what the proper flooring substrate is and tips on making certain your flooring contractors do a professional job, including current concrete testing methods and what the results mean. Lastly we will discuss how to make your D.R.E.A.M. Floor become a reality. * This seminar is also available on Thursday, 2 PM.

10 STEPS TO SIGNIFICANTLY INCREASE RESERVATIONS WITHOUT INCREASING MARKETING Laura Laaman

Pet expenditures are on the increase, up almost 2 billion in 2012 from 2011. However the American consumer is now inundated with commercial messaging trying to woo them to their company, product or service. During this informative and entertaining program, Laura Laaman will provide proven and powerful strategies to help increase reservations without increasing marketing. The first step is for owners to recognize that virtually all new client inquiries (and revenue) come through the phones. Learn how to turn those phone calls into reservations and stop sending them to your competition and much, much more. * This seminar is also available on Thursday, 2 PM.

HOW TO AVOID HAVING A BAD DAY! 60 MINUTES TO SAVE YOU FROM DISASTER

review of the suggested coverage to help you avoid having a bad day! This is a must attend for new and existing businesses.

* This seminar is also available on Thursday, 2 PM.

THURSDAY GREEN BUILDING: ENGINEERING APPLICATIONS FOR ANIMAL CARE FACILITIES Scott Learned

Designing green building systems in animal care applications is a necessary challenge in today’s economic and environmental climate. Green building design includes the use of solar, wind, and environmental energy sources and efficiencies to reduce the fuel consumption in both the construction and operation of the building. We will discuss the building as a whole while analyzing costs associated with “going green” to help you find the balance you can afford and feel good about.

Bob Thompson

Let Bob Thompson explain the importance of your insurance as well as offer you suggestions to save you from having a bad day. This 60-minute seminar will point out the specific coverage that pet industry professionals need but is typically not included in a standard business insurance policy. In addition, you will be given a comprehensive

NO PETS ALLOWED AT THE SHOW

HEALTH AND BEHAVIOR WEDNESDAY VACCINE PROTOCOLS: CURRENT RECOMMENDATIONS & CONSIDERATIONS Lisa Aumiller

What does your kennel currently recommend and why? Join Lisa Aumiller, DVM for a frank discussion about current AAHA core and non-core vaccine recommendations for canines and felines. We will address why veterinarians are recommending different vaccine protocols and which protocols you should consider to protect yourself and your clientele. The discussion will be followed by a Q&A.

WEDNESDAY & THURSDAY EARLY DISEASE RECOGNITION Lisa Aumiller

Recognizing common disease processes are crucial to preventing an outbreak in the workplace. Educate yourself on the most common contagious and zoonotic diseases that can affect your clientele. Proper awareness and education for your staff and communication with your clients will help protect both the pets you serve and your business reputation. Join Lisa Aumiller, DVM for a discussion about disease and how to prevent it.

GERIATRIC PETS IN YOUR FACILITY Carol Boerio Croft

Today with advanced science, technology and treatments in veterinary medicine pets are living sometimes beyond 21 years of age. At boarding and daycare facilities medical care for rehabilitation, post-surgery, cancer patients, cushings/addisons disease, diabetes, etc. Is on the rise. Many companies turn these pets away because you must have the education, team, knowledge and ability to care for these pets in every way. Carol will review some of the basic physiology of medical symptoms and care and share how to train your staff to identify certain conditions in care of geriatric pets.

DAYCARE WEDNESDAY & THURSDAY END STAFF DRAMA: CREATE ENGAGING TEAMS & TAKE A VACATION Susan Briggs

Are you tired of staff drama? Does all your time seem to be spent resolving staff issues? If your answer is yes and you are ready to create a different owner role then join Susan in this seminar where she will provide an outline for you to follow. Make 2015 the year you take that dream vacation knowing your business is in the hands of a team of champions! 50

REDUCE INJURIES & LOWER STRESS IN THE DAYCARE Robin Bennett

Don’t have a dog trainer on staff yet? No problem. You can still have your staff train the dogs! Learn to teach and use three simple obedience cues to gain better control and management in your off-leash play group. Reducing injuries and lowering stress doesn’t require extensive work. With these simple cues, your staff can better manage the dogs without force or intimidation. In this session you’ll learn from a certified dog trainer how to get any staff member to teach these cues PET BOARDING & DAYCARE

to the dogs. Create better play groups today!

YOUR PREMIER DAYCARE FACILITY Carol Boerio Croft With so many daycare facilities opening across the country and with pets on the go now more than ever, that this can no longer be a “warehousing effort” but a sincere, serious action and incorporation of many areas to develop a premier daycare facility. Join carol for tips and tricks on how to make your daycare stand out above the rest.

TUESDAY

MONDAY

SCHEDULE 3 PM

REGISTRATION OPENS

6–8 PM The Big Picture: Legislation, Trends and the Future of the Pet Industry Keynote Speaker: Mark Dunn, AKC 8 AM

REGISTRATION OPENS

9–11 AM Profile of Success: Cozy Inn Pet Resort & Orchid Spa — Carol Boerio Croft Market Leading Design Trends — Paul Gladysz & Becky Valentine Daycare Communication — Lisa McDonald Airbourne Diseases Control in Pet Boarding Facilities— Annette Uda

8–10 PM Opening Night Meet and Greet Cocktail Party Sponsored by: Furlocity 1–5 PM Safe & Fun Play Groups: Stand Out from Your Competition — Susan Briggs & Robin Bennett Sanitation Simplified — Chris Quinlan Red Cross First Aid / CPR — Rebecca Shipman 1–2:45PM Building a Winning Company Culture — Andy Smit 3:15–5 PM Plan Strategically for Growth in 2014 — Garret Tadlock

WEDNESDAY

8 AM

THURSDAY

REGISTRATION OPENS

9-10 AM SESSION 1 Starting, Building & Operating a Pet Care Facility — Steven & Jason Parker Choosing Your D.R.E.A.M. Floor: Your Questions Answered Here! — Jeff Adney Time & Technology — Andy Smit Geriatric Pets in Your Facility — Carol Boerio Croft 10 AM

TRADE SHOW OPENS

11-12 PM SESSION 2 10 Steps to Significantly Increase Reservations without Increasing Marketing — Laura Laaman Considering Artifical Grass — Ken Karmie Vaccine Protocols — Lisa Aumiller Your Premier Daycare Facility — Carol Boerio Croft 12-1:45 PM Round Table Discussion Luncheon

8 AM

REGISTRATION OPENS

9-10 AM SESSION 5 Considering Artificial Grass— Ken Karmie Early Disease Recognition— Lisa Aumiller Overcoming Top Reasons Employees Leave — Joanne Morris Your Premier Daycare Facility — Carol Boerio Croft 10 AM TRADE SHOW OPENS 11-12 PM SESSION 6 Green Building: Engineering Applications for Animal Care Facilities — Scott Learned Time & Technology — Andy Smit Reduce Injuries & Lower Stress in the Daycare — Robin Bennett Geriatric Pets in Your Facility — Carol Boerio Croft

12-1:45 PM Round Table Discussion Luncheon 2-3 PM SESSION 3 2-3 PM SESSION 7 How to Avoid Having a Bad Day! 60 mins to How to Avoid Having a Bad Day! 60 mins to Save You from Disaster — Bob Thompson Save You from Disaster — Bob Thompson Refurbish & Remodel Part 1 10 Steps to Significantly Increase — Greg Taylor & Scott Learned Reservations without Increasing Marketing Reduce Injuries & Lower Stress in the Daycare — Laura Laaman — Robin Bennett Choosing Your D.R.E.A.M. Floor: Your Top Reasons Employees Leave Questions Answered Here! — Jeff Adney — Joanne Morris End Staff Drama: Create Engaging Teams & 3:30 PM SILENT AUCTION CLOSES Take A Vacation — Susan Briggs 4:00 PM TRADE SHOW CLOSES 3:30 PM SILENT AUCTION CLOSES 4-5 PM SESSION 4 4:00 PM TRADE SHOW CLOSES 7 Secrets to Attracting & Keeping Happy Clients — Paula Mostellar Early Disease Recognition— Lisa Aumiller Refurbish & Remodel Part 2 — Greg Taylor & Scott Learned End Staff Drama — Susan Briggs

PET BOARDING & DAYCARE

THE BEST DEAL!

GOLD PACKAGE SILVER PACKAGE BASIC DELUXE $369 ($554 VALUE) $299 ($476 VALUE) $269 ($326 VALUE) • Admission to educational sessions Monday through Thursday • Admission to BOTH luncheons • Admission to Wednesday and Thursday Trade Show

• Admission to educational sessions Monday through Thursday • Admission to Wednesday and Thursday Trade Show

• Admission to educational sessions on Wednesday and Thursday • Admission to BOTH luncheons • Admission to Wednesday and Thursday Trade Show

GOLD PLUS PACKAGE SILVER PLUS PACKAGE

BASIC

$418 ($603 VALUE) $348 ($525 VALUE) $199 ($248 VALUE)

• Admission to educational sessions Monday through Thursday • Admission to Pet First Aid & CPR • Admission to BOTH luncheons • Admission to Wednesday and Thursday Trade Show

• Admission to educational sessions Monday through Thursday • Admission to Pet First Aid & CPR • Admission to Wednesday and Thursday Trade Show

TRADE SHOW SPECIAL $15

Wednesday and Thursday Trade Show (ONE-DAY TRADE SHOW: $10) NO TRADE SHOW ON MONDAY AND TUESDAY

• Admission to educational sessions on Wednesday and Thursday • Admission to Wednesday and Thursday Trade Show

Prices listed are pre-registration prices. If you register at the show, educational program prices will increase 20%

LOCATION

HERSHEY LODGE & CONVENTION CENTER

Hershey Lodge

Hershey, PA

A warm welcome awaits you at The Hershey Lodge, the beautiful resort that is home to Pet Boarding and Daycare Expo. It is one of the experiences that makes our event so special. When you enter the lobby, you will be drawn to the massive stone fireplace. Post and beam ceilings, stonework, and comfortable furniture pay homage to Hershey’s rural Pennsylvania Dutch heritage and make this lobby a memorable place to meet, greet, gather and relax. At night, you will enjoy the deluxe

rooms, with regional decor and Hershey’s Kisses on your pillow. Restaurants and lounges offer a varied selection of cuisine. There is casual dining in Lebbie Lebkicker’s Eatery & Pub or steaks at The Hershey Grill. The Forebay, Bear’s Den and Lobby Lounge are places to “talk dog” or wind down after a day of seminars. Close to The Hershey Lodge, a multimillion dollar spa joins the great amenities. Golf is a tradition in Hershey. One of the courses is ranked in the Top 100 by Golf Digest. Horseback riding, lawn bowling, health club, fitness center, tennis courts, and horse-drawn carriage rides are all at the Lodge or nearby. The new and expanded Chocolate World, HersheyPark, the famous Rose Garden, and ZooAmerica attractions are just minutes away, so your family can catch the convenient shuttle while you enjoy the Expo. An airport shuttle from Harrisburg International Airport is available with 24-hour reservation. There is a charge for the shuttle. No pets are permitted at the Lodge or Show.

The Hershey Lodge and Convention Center West Chocolate Ave. & University Drive, P.O. Box 488 • Hershey PA 17033 Phone (717) 533-3311 • Fax (717) 533-9642

Call (717) 533-3311 or (800) 533-3131 by October 13th for special group rate. $169 single/double Tell them you are with Pet Boarding & Daycare Expo! 52

PET BOARDING & DAYCARE

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PRODUCT NEWS

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PET BOARDING & DAYCARE

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