VOL 10 • ED 5
SEPTEMBER / OCTOBER 2020
WWW.PETBOARDINGANDDAYCARE.COM
ARE RESERVATION
SPECIALISTS ESSENTIAL POST-COVID?
Profile of Success
PET LOUNGE
MIAMI
GUT REACTION MANAGING DIGESTIVE ISSUES IN BOARDING PETS
PET BOARDING & DAYCARE
1
“K9Grass is
easily one of the best things we’ve added to our facility.” ANDY GRAY
OWNER OF ALL FUR DOGS
The ultimate pet surface. You work hard to provide the best experience for your guests. Like Andy Gray and the thousands of other pet facility owners who have installed K9Grass, you can trust the team at ForeverLawn to help you maximize your facility’s cleanliness, comfort, and beauty. ForeverLawn has helped clients solve many challenging maintenance issues, increase profits, attract new clients, and increase customer satisfaction. Here’s how:
No more mud All Fur Dogs Austin, MN
Muddy paws and yards transform into clean, beautiful grass areas.
Cleaner, better smelling environment Odor and mess from pet waste is handled effectively due to the unique Flow-Through Backing™.
Increased customer satisfaction Clean, happy dogs lead to loyal repeat clients who appreciate the enhanced cleanliness and beauty.
Safe, sanitary facility Yards and dogs are cleaner and safer thanks to built-in antimicrobial protection.
K9Grass.com 2
Cost-effectiveness and profitability
866.992.7876
The synthetic grass designed specifically for dogs!
Request a cost/benefit analysis to learn how K9Grass can pay for itself in the first year. Contact a surfacing expert at ForeverLawn today for an on-site consultation!
PET BOARDING & DAYCARE
M1112 Rev. 06/20
INVEST IN QUALITY FOR DECADES OF SERVICE
SIGNS OF EXCELLENCE • • • •
Extra welds on grill pieces for strength Solid frames with clean welds Elimination of sharp edges for safety Superior craftsmanship for durability
800.444.1579 SHOR-LINE.COM PET BOARDING & DAYCARE
3
STAFF PUBLISHER Barkleigh Productions, Inc. EXECUTIVE EDITOR Rebecca Shipman ART DIRECTOR Laura Pennington SENIOR GRAPHIC DESIGNER Jenn Barraclough
S E P T E M B E R / O C TO B E R 2 0 2 0
CONTENTS
Pet Lounge Miami:
JUNIOR GRAPHIC DESIGNER Jenny Thomas
A Team with a Dream
WEB MASTER Luke Dumberth PRESIDENT Todd Shelly
18
VICE PRESIDENT Gwen Shelly CHIEF OPERATIONS OFFICER Adam Lohr DIRECTOR OF MARKETING & CLIENT RELATIONS James Severs EXECUTIVE ASSISTANT / ACCOUNTS MANAGER Karin Grottola MARKETING COORDINATOR Alyx Robertson SOCIAL MEDIA / PR Evan Gummo CONTACT
General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com (717) 691-3388 (ext. 225) Advertising: james@barkleigh.com (717) 691-3388 (ext. 224)
32
8 Animal Behavior 6
Recognizing Body Language of a Nervous or Stressed Dog
Business Copyright September 2020. 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
4
12
How to Start a Fight with a Client in Just One Sentence
Facility 26
Ensure Round-the-Clock Pet Safety with an Environmental Monitoring System
Cats 36
Save a Life, Board a Cat
PET BOARDING & DAYCARE
Animal Health 42
Gut Reaction: Managing Digestive Issues in Boarding Pets
Think Tank 46
Should Boarding & Daycare Facilities Be Reducing Their Pricing as We Come Out of COVID?
Industry News 50 Educate, Rebuild & Revitalize at Pet Boarding & Daycare Expo 2020 52 New Products & Classifieds
PET BOARDING & DAYCARE
5
ANIMAL BEHAVIOR
RECOGNIZING
BODY LANGUAGE OF A NERVOUS OR
STRESSED DOG Professional Pet Boarding Council
BY PROFE S SIONAL
PET BOARDING CERTIFICATION
D
og body postures change based on their emotions, just like humans. Body posture and movement
signal the dog’s motivation and intent. Dogs are much more sensitive to the tiny shifts in weight forward or backward, and they also notice changes in muscle tension and breathing patterns. Dogs can recognize changes in all
PostureC and Body Language Changes ERTIFIED The general posture of the body as a whole may be the first and most noticeable indicator. The weight of the dog is typically shifted C E R T I F I C A T I ON back toward the rear, the body may be tense and lower to the ground with the back legs crouched. Movements in general are tense and slow.
these characteristics at a much more subtle level than humans observe.
Ears and Tails
It is important, as pet care professionals, that we are also able to recognize these changes in the dogs’ mannerisms. A stressed or nervous
You can also take notice to the ears and tail of the dog, these can be another gauge of what mood a dog may presenting. Look for ears spread sideways or that shift backwards from “neutral” position. The tail generally lowers from the natural breed-carriage position and stiffens.
dog could potentially progress to an aggressive dog—either towards people, other dogs or both. It also goes without saying that a pet care facility should be concerned for the general wellbeing of the dogs. A nervous or stressed dog is not a content and happy dog. The following outlines some of the characteristics to watch for that may indicate a stressed or nervous dog.
6
PET BOARDING & DAYCARE
Facial Expressions When dogs are anxious or nervous you will see signs of tension in the muscles around the muzzle and forehead. Closing the mouth is one of the first signals you can observe when a dog goes from happy and relaxed to being nervous. Other facial expressions of an anxious or nervous dog include wrinkles in facial muscles around muzzle and forehead, narrowing eyes, mouth initially closes and opens with lips drawn back (grimace), and panting.
As a pet care professional, you may observe the anxious or nervous dog postures when you first meet a dog. Your goal is to change the dog’s emotions so it shifts to happy and relaxed. The best method is to ignore the dog and give them time to adjust to being in a new environment. Start your interactions by speaking to the dog in a happy, confident tone. When a dog is anxious or nervous it is best to let them approach you for physical touch and handling. A dog in an anxious or nervous emotional state is in a state of stress. Just like people, when dogs are stressed for an extended period of time, they
DON’T WAIT UNTIL SOMETHING HAPPENS! Level 1 & Level 2 certifications now available online for owners/managers & staff alike. Educational Topics Include:
can become physically ill. The goal of
Employee Safety
professional pet care is to have healthy
Animal Behavior & Handling
and happy pets in your facilities. It is very important to recognize common stress signals in addition to the body
Facility Management
postures that reflect anxious or ner-
Vaccine Protocols
vous emotional states in order to give
Nutrition
the dogs the best possible experience while they are with you.
PROFE S SIONAL
PET BOARDING CERTIFICATION on For more information Professional Pet Boarding Certification, or to enroll, visit PetBoardingCertification.com
& Much More!
SIGN UP TODAY! WWW.PETBOARDINGCERTIFICATION.COM
CERTIFIED
C E R T I F I C A T I ON
PET BOARDING & DAYCARE
7
BUSINESS
ARE
RESERVATION SPECIALISTS ESSENTIAL
POST-COVID? By Laura Laaman
To survive the impacts of the pandemic, many businesses were forced to reduce staffing to the bare minimum…and pet care businesses were certainly no exception.
A
s we’re finally starting to see the world slowly reopen, you’re likely beginning to bring more staff back on board. But as a savvy business owner suffering through the shock of almost no business or a closed business, you might be leery about bringing back too many staff. Many companies are choosing to bring back their obviously necessary (and sometimes less expensive) team members first. These include pet care staff and receptionists—the people who take care of your furry guests and their humans. But what about the people who can dramatically increase your revenue and help pay for all those other necessary staff? A strong reservation specialist (inside phone salesperson) can play a crucial role in your business’s ability to recover from the negative effects of COVID-19. When executed properly, you’ll rebound faster than expected, gain new customers at a surprising rate and end up making 2021 the best year ever. But how?
8
WHY RESERVATION SPECIALISTS MATTER The goal in this highly competitive market is to create a strong phone team that consistently turns new client inquiries into paying (and, hopefully, returning) customers at appropriate, premium prices. During the COVID crisis, some pet care facilities were reluctant to bring their phone team back right away. So, we performed analyses and listened to a large sampling of actual client calls to see how well their inquiries were being converted without their reservation specialist. A remarkable trend emerged. Facilities that didn’t bring their reservation specialists back right away were
PET BOARDING & DAYCARE
NE W!
SOFT MEAT ROLL TREATS COUNTER DISPLAY
Drive impulse purchases Over $100 of retail value Easily determine product that needs restocking
Counter Display Size: 18" wide x 12" deep
You can make 50% margin! 7 oz meat roll = 140* treats per roll! (MSRP $3.99/roll) 12 oz meat roll = 240* treats per roll! (MSRP $6.49/roll) *Treats per roll based on cutting them in cubes of 1/4"
Where can you order? Order from your favorite distributor, or you can now order direct from our new wholesale site: wholesale.happyhowies.com or www.wholesalepet.com New to Happy Howie’s? Register your business to get access to wholesale product and discounted pricing!
PET BOARDING & DAYCARE
9
SERIOUS REVENUE
GROWTH FOR SERIOUS BUSINESS OWNERS OUTSTANDING PET CARE
is the authority in producing exceptional results for our clients. Our consulting and training firm helps pet care facility owners realize the revenues they deserve.
“ Looking back just the few short years we’ve been with OPC, the amount of growth in our company brings me to tears. I’m not just talking about revenue growth, but growth in myself, my sister, and my staff. I now have an entire team of people working to make my goals and dreams a reality, and truly making the pet industry great. You have honestly changed our lives.” –Sydney Sjaardema, Ankeny Bark Avenue, Ankeny IA
SOME OF OUR MANY SERVICES INCLUDE: Proven Phone Training & Coaching
Profitable, Customized Pricing Analysis & Recommendation
Cost Effective Marketing Guidance
Constant Support Guaranteed To Grow Your Business
OUTSTANDING PET CARE UNPARALLELED SUCCESS, GUARANTEED GROWTH.
1-888-735-5667 www.OutstandingPetCare.com
Call us Today to Schedule a FREE, Private Consultation. 10
PET BOARDING & DAYCARE
missing over 50% of their incoming calls! And of the (few) calls they did answer, the new client conversion rate was around a dismal 15%. If that isn’t bad enough, their average revenue per pet, per night was much lower than before. Compare this against their typical performance of less than 10% missed calls, 70% conversion (booking rate) and add-on sales exceeding 50% of their “base lodging” charges. I find business owners fall into one of two groups. The first is what I call the “bear” or “doomsayer” camp. These people initially say something like, “See! The economy is terrible, no one can afford anything, everything is falling apart, we need to hunker down and weather the storm.” The second camp generally blame the “clueless” owner or manager. Both camps have pieces of evidence they can point to that they feel justify their position. However, I believe (and our data proves) both are fundamentally wrong. Instead, these owners and managers are simply innocently neglecting a critical aspect of their business while trying to respond to an unprecedented crisis. Strong reservation specialists are essential.
how much does NOT HAVING a trained
RESERVATION specialist cost you? Trained, well-managed reservation specialists ultimately help in at least three ways: 1. They answer and cherish new clients’ calls—avoiding unnecessarily missed calls, enhancing your brand and providing excellent customer service at a critical “touch point”. 2. They convert inquiries into paying customers at a high rate (50-70%) compared to the untrained industry average of about 20%. 3. They sell important add-ons (or
otherwise premium prices) at a high rate. Let’s do the math. During the sample analysis, we accurately estimated one of these facilities received about 60 legitimate new customer lodging inquiries. This is perhaps slightly down from previous years, but not as much as most people would think—assuming your marketing is performing well. Conservatively, let’s reduce this facility’s typical performance numbers from 70% to 65% conversion, 10% missed calls to 15% missed calls and $350 average lodging stay down to $300. This means, with typical reservation specialist performance, this week alone would result in about 33 actual new clients and increased immediate revenue of just under $10,000. Let’s compare this against what actually happened without a well-trained reservation specialist. They missed 50% of their calls, converted 15% of the inquiries they answered and didn’t sell many activities or other services (as they typically would) so their average lodging stay dropped to $200. This means they only converted about 5 new customers that generated immediate revenue of less than $1,000. That’s a $9,000 loss in just one week! The owner thought the business was doing fine “given the circumstances.” The entire staff was directed to pick up all calls immediately and to try to follow some basic bullet points. Everyone was very busy and trying their best—including the owner and managers. The owner felt “busy” and that things were “getting better,” but not “better enough” to justify bringing back the phone staff. However, the cold numbers clearly show the business performed very poorly on the phone because they didn’t have the right people answering calls and they weren’t looking at the real, objective numbers. And it gets worse! That’s only the immediate revenue. Again, using very conservative numbers, with an average customer lifespan of 4 years and an average of 3 stays per year, that’s a difference of over $100,000 during the next 4 years— just because of one week of poor phone
performance. And, that’s not even accounting for cross-marketing opportunities like daycare, grooming and training. With this type of phone performance, the business is unlikely to ever recover—despite everyone’s best efforts and intentions. If you can afford to keep the doors open until some of your existing customers return, maybe you could get by for a while. But both your income and the business value will drop significantly. Instead, by having a strong phone team that’s well trained, well coached and well managed, you’ll be primed to have 2021 and 2022 be your best years ever. There will likely be a beautiful compounding effect of all those new customers you’re getting continuing to return, your previous clients returning—and maybe even extra clients from any competitors that didn’t make it. Not to mention, there have been more dogs adopted in the US now than ever before. The future is bright.
PET BOARDING & DAYCARE
We understand the challenges this crisis is presenting this industry with. And we understand why so many business owners are hesitant to bring back their phone team. However, your strong phone team could have converted more reservations and earned more revenue to pay for themselves several times over. And, reservation specialists cost very little more than a good receptionist. So, if you’re asking yourself if you can afford to bring your sales team back, the answer is—you can’t afford not to. Laura Laaman is president of Outstanding Pet Care. Outstanding Pet Care guarantees to substantially increase the revenues of its clients with its proven services. If you’re interested in growing your revenues, schedule an individual consultation with Laura Laaman or one of her team members. Call Outstanding Pet Care at 1-888-735-5667 or go to www. OutstandingPetCare.com.
11
HOW TO START A
WITH A
IN JUST ONE SENTENCE
I
f you have ever attended a meeting or read a book on client service, you expect the material to be about what you should be doing to deliver excellent client service in your business. The trouble is, all those ideas sound good on paper, but never seem to get implemented once you are back at work and dealing with an angry client. Whatever happened to your plans to implement those great client service ideas? They likely ended up shoved in a desk drawer while you spent your time putting out fires. Instead of telling the team what they should be doing, why not talk to them about what they are doing— what they are doing to start fights with the clients. Once the team stops doing the wrong behaviors, they can 12
By Louise S. Dunn concentrate on all those great ideas of what they should be doing to kick up the service provided to clients. The following are some common statements—many roll off the tongue as an easy script for awkward moments, some are deliberately said to let the client know his/her place—but all of them kill your client service and make a client feel as if you are trying to make them angry and start a fight. “Our Policy Is….” This statement is an easy way out of a sticky situation. Instead of trying to solve the issue at hand, it is far easier to fall back on a bureaucratic standard operating procedure (SOP). In reality, the team member saying this to a client either a) does not understand how to PET BOARDING & DAYCARE
communicate procedures to a situation correctly, or b) is ignoring the fact that the SOP does not apply to the situation. What the client hears is, “No, No, and No. I don’t care what your problem is, I follow policies.” How much better would it be if the team member tells the client they understand the concern or issue (and reiterate the problem), and the business has steps in place to provide the best care or service because it is for the health and/or safety of the pet or client? Instead, the team member jumps to “our policy is” rather than educating or informing the client. The client does not understand (they just hear “no”), and a conflict ensues. “We Have Been Really Busy” The fighting words here are, “We
PET BOARDING & DAYCARE
13
Be sure that your team is not overrelying on technology to the point of removing the human element from client interactions.
are not accessible or flexible.” How many times have you heard a client tell the receptionist that no one ever called them back, only to hear your team jump to defend themselves and say to the client that everyone has been really busy? What about a client attempting to make a reservation, but the business is “really busy” and cannot accommodate their pet? Perhaps the business has some SOPs that are causing problems—only a manager can approve an add-on to the schedule, or we can’t do “B” until we do “A.” Check for barriers that may be causing your team to respond to clients on the spot and killing their ability to act upon a client service request. There are other phrases that can be used instead of “really busy” that are informative to the client while still making the client feel as though their concern is important. In the end, it does not matter how “busy” you are if you ignore the interests of the pet owner. They will simply
Animal Care Products, Inc. College Station, TX (979) 690-3434
Modular Kennel Systems Manufactured in panels (gate panel, isolation side panel, back panels) that are shipped direct to your shelter for easy installation. Available in stainless steel or corrosion resistant aluminum. Isolation side panels available in three colors (green, jade or blue). Pivotal hinged door that opens in as well as out. Adjustable base channel in side panels allows matching existing floor as well as preventing kennel to kennel contamination. Optional raised vinyl coated floors.
www.lglacp.com
Custom Stainless Steel and Aluminum Fabrication For the Animal Industry
14
PET BOARDING & DAYCARE
find someone not so busy. “Press 1 for…Press 2 for…Repeat These Choices” How easy is it for a client to do business with you? One metric to check this is called the “Client Effort Score.” This assesses how much effort a client must exert to do business with you. How many hoops does the client have to jump through to make an appointment, update the pet’s information or even get a copy of the pet’s service history? SOPs and technology are great until they take common sense or human interaction out of the equation. Be sure that your team is not over-relying on technology to the point of removing the human element from client interactions. Is the management software always correct and the client wrong? Check how the team sounds when they answer the phone or greet a client. When a client has an issue, does the receptionist sound like a phone message (“you must do this, then that before we can see you”)? Does the team act as if the client is an interruption to their day, or is the team happy to see the client? Does the team sound mechanical, or are they personable? “That’s Not My Job” This statement is usually followed by, “I’ll have to get….I’ll see if someone is around who can…I’ll leave a message for….” All the client hears is that his/her concern cannot be solved—and that you have incompetent people working at the business. The first step to deal with this statement: Is it really their job, and are they merely trying to avoid doing it? The second step: Is there an SOP dictating whose job it is, and is that SOP making it difficult to service clients properly? Third step: Should it be this person’s job (or everyone’s job), and thus the training procedure needs reviewed and/or updated? Dealing with “not my job” involves looking at it from a couple of angles
PET BOARDING & DAYCARE
15
before making any changes. It may also mean that it is time to look at your culture. If a client says there is poop on the front walk, does the receptionist say, “It’s not my job,” and immediately calls the kennel staff, then ignores repeated reports because it is the kennel staff ’s job to clean up the outside walk? Culture can be killing client service and the perception of care your clients have about the business every time they are faced with the “not my job” reply. What Isn’t Said: “I’m sorry” Why are we, in general, so afraid to say, “I’m sorry” or apologize for a service error? It seems as if an admission of guilt will open the door to some massive legal headache when it could easily open the door to service recovery. Rather than admitting guilt, we kill a relationship by arguing with a client and trying to put the blame everywhere and anywhere other than on ourselves or our team. Apologies can reduce anger and improve communication with the client— which, in turn, may reduce the risk of legal claims. Teach the team the right way
to apologize and how to offer corrections for errors rather than excuses. Recovering From Wrong Statements Perception is about the experience; the client’s experience at your business. Your business should work at creating critical impressions and experiences for your clients1. Although you are a team, all it takes is one individual on your team to fail to deliver to your client, and a lousy service report can quickly surface on Yelp or Google. Turn around wrong statements by examining client interactions that went wrong. Tear the interaction apart into steps; steps just before the statement, during it and after it. Map out the steps and look for opportunities to create value, remove unnecessary steps, re-sequence steps for convenience or educate the team on overlooked options2. Schedule a brainstorming session with your team. Ask them to jot down statements they hear that seem to get clients riled up. Have the team come up with alternative statements. For instance: Instead of saying, “It’s not my
job,” let the team discuss how to tell a client they are not the best person to take care of the request and how they will redirect the request to the best person for a quick resolution. Instead of saying, “Our policy is,” tell the client what you can do with an explanation. As you conduct your brainstorming sessions, consider these tips from the American Management Association3 as your team develops great phrases: 1. Keep your confidence (This is where roleplaying may help) 2. Start with a phrase of regret (I’m sorry….”) 3. Then explain (Do not quote the policy, explain the reason) 4. Next, use a positive phrase (Show enthusiasm with what you can do for the client) 5. Offer empathy (Show the client you understand their position) 6. Again, use a positive, helpful reply to solving the issue at hand 7. Watch your body language and facial expression (confident, concerned, understanding) In some cases, you may be able to develop your own “Service Recover SOP”—identifying specific triggers, such as words or situations, and how the team can respond to the triggers—thus initiating an immediate service recovery rather than waiting to pass it off to a manager to be addressed at a later time. References 1. Lee, F. If Disney Ran Your Hospital. Second River Healthcare Press. 2004. 2. Bettencourt, L., and Ulwick, A. The Customer-Centered Innovation Map. Harvard Business Review. May 2008. pp. 109-114. 3. Everson, R. How to Say No to a Customer. American Management Association. 2013 December. Retrieved from http://www.amanet.org/training/articles/ How-to-Say-No-to-a-Customer.aspx
16
PET BOARDING & DAYCARE
PET BOARDING & DAYCARE
17
PROFILE OF SUCCESS
A TEAM WITH A
Photos provided by Miami Pet Lounge Resort & Spa
18
PET BOARDING & DAYCARE
By Kathy Hosler
It all started with Gucci, the sweet English Bulldog that belonged to Lina Gomez and her husband, Roly Solar.
T
hey absolutely adored their baby Gucci, and the love they had for him has led
them to a super successful career in
Pet Care Facility DESIGN • BUILD • CONSULTING
the pet care field. Roly would often say, "I think we should open up a business where we can be with dogs all day long." Lina and Gucci were all for that idea, and
Our Experience Sets Us Apart!
so they became a team with a dream. It didn't take long for Roly and Lina to form a plan of action to make their dream a reality. Roly went to dog grooming school and Lina left her job as a marketing and communications professional. She then used her talents to develop their business plan and create their
• Designed over 70 facilities, including veterinary hospitals • Built 17 pet care facilities • 27-year owner/operator of a Pet Resort!
website, www.petloungemiami.com. When they were planning their family-owned-and-operated facility, Roly and Lina decided to have ev-
DESIGN
• Architectural – Engineering
Plumbing Electrical Mechanical
erything under one roof. They didn't want a huge facility that cared for so many dogs that they wouldn't be able to get to know and give individual
CONSULTING
attention to each one. Instead, Lina
• Site Selection • Business Plan • Feasibility Study • Demographics • Operations
and Roly opted for more of a boutique-style facility. They found the perfect location
Now Introducing!
in Upper East Miami, only about 10
Pet Care Facility Management Boot Camp Hands-on training for start-ups!
minutes from the heart of downtown. "We designed our facility to be cage-free and to have a family-style atmosphere with all the comforts of home," says Lina. "Every decision we
713-695-6846
www.Turn-KeyInc.com
PET BOARDING & DAYCARE
19
They offer overnight hotelstyle boarding, daycare, full-service grooming and spa services, transportation, a retail boutique and more.
WEB CAM SOLUTIONS FOR PET CARE PROVIDERS
made was Gucci-tested-and-approved." In May of 2015, Pet Lounge Miami opened. They offer overnight hotel-style
Pets are a click away anytime, anywhere!
boarding, daycare, full-service groom-
We are the largest provider of hardware and live webcam streaming solutions in North America.Â
guests. The spotless suites have beau-
Our webcam solutions can help to build your business by providing peace of mind for your clients.
ing and spa services, transportation, a retail boutique and more. They have standard and VIP suites for overnight tiful framed artwork on the walls, and big beds where the dogs can snuggle or stretch out and watch their favorite programs on the flat-screen TVs. "The dogs are only in the suites while they are eating and sleeping," says Roly. "The rest of the time they are with us, and
CONTACT US TODAY!
we love it. We focus on constant supervi-
sales@onlinedoggy.com
20
sion and personalized care for every dog."
PET BOARDING & DAYCARE
This dedicated couple is very hands-on. When they say Pet Lounge is family-owned-and-operated, they mean it. They are assisted by one employee, but Lina and Roly handle the day-to-day operations (and everything else) at the facility. "Being the owners/operators has really contributed to the success of Pet Lounge Miami," says Lina. "We manage every aspect of the business. We deal directly with the dogs and their owners. We communicate with them, understand their needs and get their feedback. That's one of the reasons our business is doing so well." Socialization, mental stimulation and physical activities await the dogs that attend their very popular daycare. "We have indoor and outdoor playgrounds and a spacious lounge area where the dogs can watch TV, rest on plush, comfy furniture or (if they are feeling energetic) have a workout on the doggy treadmill," says Lina. "There is play equipment for the dogs and we also do lots of fun activities. When the pups are ready for a break, we all hang out in the lounge, just like one big, happy family." Lina and Roly keep in close contact with their clients. "We take pictures of our daycare and boarding dogs and post them throughout the day on Facebook," says Roly. "That way the owners know what their pets are doing and how much fun they are having. And, we always give the owners a full report about their dog's day at pick-up time." The dog owners have several choices of daycare plans: the standard daily rate, a discounted 10-pack that must be used within a month or a monthly membership that allows the dog unlimited daycare. "Every dog that wants to board
PET BOARDING & DAYCARE
21
“Every dog that wants to board or attend daycare is required to have a full-day evaluation to make sure they are a good fit for our close-knit group.” — Roly Solar, Owner of Miami Pet Lounge Resort & Spa
Kanintteers
Cookie Cu
or attend daycare is required to have a
conditioning coat treatments to aroma-
full-day evaluation to make sure they
therapy and relaxing massages.
are a good fit for our close-knit group. That way we get to know the dog and it
service the Pet Lounge offers its clients.
gets to know us," says Roly. "Then, we
The use of that service has skyrocketed
slowly introduce it to the other canine guests to make sure they get along." "Unfortunately, not every dog is accepted," adds Lina. "In order to protect the safety of our guests, we have to reject any dog that exhibits aggressive behavior toward other dogs or humans." From the very beginning, Pet Lounge Miami has been the place for dogs to vacation while their owners #6430
#6429
5 Piece
7 Piece
#6435
#6542
Mini Set
13 Piece
Bow Wow Set
Set
4 Piece Bone Set
DOG BONE
RECIPES
INCLUDED!
WWW.BARKLEIGHSTORE.COM
22
Pet pick-up and drop-off is another
are away. In 2016, just a year after they opened, the Pet Lounge was voted Best Miami Dog Hotel by the Miami New Times. That's proof positive that you don't have to be big to be the best. Full grooming and spa services are available to their regular clients and to the general public by appointment only. They offer everything from deep
PET BOARDING & DAYCARE
since COVID-19 has come on the scene. A lot of people are opting to stay at home and have the Pet Lounge pick up and drop off their pets. They also sell retail products—dog food, treats, toys, etc. And recently (also because of COVID-19) they have begun to offer delivery service of these products. Their clients are very appreciative of how this dynamic couple goes above and beyond to help them. "We are happy to provide services that people need," says Roly. "In these times we all need to help each other. The dogs and their owners really do become like family to us." Because Lina and Roly dared to follow their dream, the dogs who visit Pet Lounge Miami get to live and enjoy that dream with them.
PET BOARDING & DAYCARE
23
AARONCO’S SUPERIOR LINE OF RAKES WORK SMARTER NOT HARDER
The Undercoat 'r
TM
#710
THREE ROWS OF PINS PULLS UNDERCOAT OUT LIKE MAGIC
The Star
TM
The Staggerd Shedder #712
#711
TM
DE-MATTER FOR LONG & MEDIUM COATS
The Micro Shedder
DE-SHEDDER
TM
#713
SMOOTH COAT DE-SHEDDER
The Shortey
TM
#714
SHORT HAIR DE-MATTER
The V Rake #715 ®
BEST BY DESIGN
24
PET BOARDING & DAYCARE
info@aaroncopet.com
s l o o T l a i t n e s s E l l Sma AARONCO®s
41/2” HONEYCUTT™ TinyThin™ #164
4” BABYFACE™ #819 Perfect for Combing the Areas Around the Eyes, Ears & Moustache!
GREAT FOR TICKS
33/4” Mini-’Stat® Ear Hair Puller & Tick Remover
5” HONEYCUTT™ 5B™ #168
5” HONEYCOMB® POCKET PAL™ #811
BEST BY DESIGN
PET BOARDING & DAYCARE
info@aaroncopet.com
25
FACILITY
ENSURE ROUND-THE-CLOCK
PET SAFETY WITH AN
ENVIRONMENTAL MONITORING SYSTEM By Rob Fusco
O
perating a pet care facility comes with many responsibilities, with the most important being ensuring the wellbeing of your guests. So maintaining optimal environmental conditions is essential to keeping the animals safe and comfortable. According to the American Veterinary Medical Association, the ambient temperature for dogs and cats should be kept above 50 째F/10 째C and below 80 째F /26.6 째C. Relative humidity should range from 30% to 70%. The AVMA notes that suitable environmental conditions vary with the species of animal being housed.1 Ventilation is another critical factor to maintain a healthy environment at your facility, as it improves air quality. A properly functioning ventilation
26
system introduces fresh air and removes dampness, odor, airborne microbes, excess heat and pollutant gases such as ammonia and carbon monoxide. The ventilation system must provide clean air to all areas of the facility, including within pet enclosures. It is also important that ventilation does not affect the required temperature for each area of the facility.2 Remote monitoring systems let operators of pet care facilities easily keep an eye on temperature, humidity and airflow. They can also track other significant conditions like carbon monoxide, carbon dioxide, water leaks, power failure, refrigerator/freezer temperature and unauthorized access. These systems help to ensure the safety and comfort of your dog and cat guests, even when personnel are
PET BOARDING & DAYCARE
not onsite. And your customers can be assured that the climate at your premises is monitored 24/7. With advanced systems, users can see real-time status of environmental conditions right on their mobile device, wherever they are. When the system detects that a sensor reading has moved out of range, it sends a notification by phone call, text or email, so you can take fast action. Choosing the Right Monitoring System The first step to determining the right system for your facility is to find a reputable, experienced monitoring system manufacturer with a well-trained support team that can assess your needs. When working with the monitoring system representative, you will want to provide details about the scope
Monitoring systems with cloud-based technology let you see real-time status of all monitored conditions and receive alerts on your mobile device of potential problems. of your facility. It can then be determined what type of monitoring system would best serve your operation, the number of base units needed and the types of sensors required. Make sure to consider your present situation and future growth. Each condition you want to monitor requires its own sensor input on the base unit of the monitoring system. As indicated above, you might need to select sensors for monitoring temperature, humidity, water leaks, carbon dioxide, carbon monoxide, power failure and building/ room access. If you store medications for the pets, you should consider installing a sensor inside the refrigerator or freezer to make sure they are held at the proper temperature and that the cold storage unit is running properly. For monitoring your heating, ventilation and air conditioning system, you will want to include sensors to monitor air pressure and airflow inside the ductwork. Vibration sensors are helpful because when parts begin to fail, they often vibrate more or stop moving altogether. If any of these sensor readings fall out of the desired range, it could indicate a problem with the HVAC system. Cloud–Based Systems Monitoring systems with cloud-based technology let you see real-time status of all monitored conditions and receive alerts on your mobile device of potential problems. Cloud technology is supported by networks of remote servers that manage and store vast amounts of data rather than local computers. This means users do not have to install any software. Cloud-based systems automatically
PET BOARDING & DAYCARE
27
send sensor data to an online dashboard to view in real time. They can store an unlimited amount of information that you can view from any internet-connected device via a website or app.
Depending on the type of monitoring system, you and other designated personnel are instantly notified by call, text and/or email when sensor readings fall outside of preset parameters.
Wired and Wireless Sensors Sensors communicate with the base unit through wires that connect them to the base unit of the monitoring device. Many sensors include several feet of wire but can be installed 1,000-2,500 feet away from the base unit, depending on the type of sensor. If you need to run wires through walls or ceilings, it’s a good idea to hire an electrician. Wireless monitoring systems have sensors that communicate to the base unit through built-in radio transmitters. These systems are useful where it's not possible or cost-effective to run cabling through walls, floors and ceilings. Setup and Installation Basics In general, monitoring systems are quick and easy to install—and you can often set them up yourself. Physical installation of the base unit is often quick and easy, with only three steps: 1. Mount the device to the wall or somewhere secure. 2. Plug it into an electrical outlet and
NATURAL DOG PARK PRODUCTS
GymsForDogs.com sales@GymsForDogs.com 800-931-1562 28
PET BOARDING & DAYCARE
an internet connection. 3. Connect the sensors. Wi-Fi, Cellular or Landline Connectivity Most monitoring systems require an internet or Wi-Fi connection and access to an electrical outlet to power them. All programming is done through a website, so it’s easiest to use a computer or tablet for the initial setup. However, basic systems, sometimes referred to as auto-dialers, only need a landline phone to communicate alerts to users. If you don’t have an internet connection at your location, you’ll want to choose a cellular system. You’ll have to register the cellular monitoring device on a wireless network before you can send or receive messages. Before purchasing a cellular device, you’ll want to make sure that there’s sufficient signal strength at your site. Depending on the type of monitoring system, you and other designated personnel are instantly notified by call, text and/ or email when sensor readings fall outside of preset parameters. If you don’t want all your personnel to receive notifications at the same time, some devices can be programmed to send alerts in a tiered fashion or on a schedule. Multiple communication methods like phone, email and text provide extra assurance that you’ll get the alert. It’s a good idea to check the number of people the system can reach and if the system automatically cycles through the contact list until someone responds. Some systems allow for flexible scheduling so that off-duty personnel don’t receive alerts. Built-In Data Logging Function A data logger is an electronic device within the monitoring system that records sensor data at set time intervals. Using a data logger to automatically record information helps you identify trends in equipment performance and environmental conditions. This data can provide insight into potential issues that you can address before they become bigger problems, such as a subtle but consistent increase or decrease in room temperature.
Welcoming new businesses built by pet lovers like you. Consider the options for the future of your business. We have an experienced support team 400+ strong, equipped to keep your legacy thriving. Whenever you’re ready to start planning for the years ahead, we’re here for you, ready to build on what you’ve already built. We look forward to hearing more about your vision for the future of your business.
Connect with us at 888.767.7755 and info@nva.com or visit us at www.nva.com. NVA has more than 900 locations across the U.S., Canada, Australia, New Zealand and Singapore. Our veterinarians provide a full range of medical and surgical services, while our passionate pet resort leaders embody NVA’s entrepreneurial spirit in assisting pet parents with ongoing care. Our mission is to improve the comfort and wellbeing of animals everywhere by providing progressive and compassionate care, unifying our community by the love of animals and the people who love them. PET BOARDING & DAYCARE
29
Emergency Backup The safest choice is a cloud-based system that comes with a built-in battery backup that will last for hours in the event of a power failure. A cloud-based unit constantly communicates a signal to the cloud to validate its online status. If the communication link is interrupted—for example, by a power outage or an employee accidentally switching off the unit—the system generates an alarm, indicating that the internet connection is lost or that there is a cellular communications problem. Users are then alerted about the disruption through phone, text or email. All data collected during this time will be stored in the device and will be uploaded to the cloud when the internet connection is restored. Additional Costs Many web- or cloud-based systems provide free functionality with some limitations. You might have to purchase a premium subscription to unlock features such as text messaging, phone call alerts
30
and unlimited data logging access. If your device is required to be on a cellular network, you should budget an annual subscription cost as well. Tech Support It is important to purchase your system from a reputable manufacturer that provides a warranty and offers full repair services in the event the product stops working as it should. Support specialists can often diagnose and correct unit setup and programming issues over the phone. And, ideally, the manufacturer can provide loaner units if your problem requires mailing the device to their facility for repair. It’s your responsibility to make sure the pets in your care remain safe and healthy. Remote monitoring systems help you stay ahead of environmental changes that could harm those pets. Because these systems send instant notification of potential problems, you can have peace of mind around the clock, no matter where you are.
PET BOARDING & DAYCARE
References 1. Companion Animal Care Guidelines, American Veterinary Medical Association, https://www.avma. org/resources-tools/avma-policies/ companion-animal-care-guidelines 2. Guidelines for Standards of Care in Animal Shelters, Association of Shelter Veterinarians, https://www. sheltervet.org/assets/docs/shelter-standards-oct2011-wforward.pdf Rob Fusco is the Director of Business Development at Sensaphone, where he previously served as the Technical Support & Service Manager. Sensaphone designs and builds a comprehensive line of innovative remote environmental monitoring systems and early detection products that safeguard valuable assets by tracking critical environmental data. For more information, call 877-373-2700, email contact@sensaphone. com or visit www.sensaphone.com
PET BOARDING & DAYCARE
31
By Dan Nyberg
A
s with any building project, a successful pet boarding and daycare
facility depends on a well thought-out plan. Properly designed, the project
Care: For
many years, the standard pet boarding
should provide a safe, caring place
facility offered simple 4- by 6-foot
for pets, a welcoming environment
indoor kennels attached to a 4- by
for their owners and a comfortable,
12-foot outdoor run. Today, it is
efficient workspace for employees.
not uncommon to find upscale
The following are some recommendations to consider when
planning a new build or an addition to an existing boarding/ daycare facility.
32
1. Level of
facilities that include large rooms with beds, carpeting and even televisions to play recorded messages from their owners. When planning a new boarding facility, begin by conducting market research to determine the type of care that will best align with your potential customer base. Viewing competitor websites or asking to tour their facilities can be good sources of intel. PET BOARDING & DAYCARE
2. Space Allocation: When allocating space within the facility, take into account auxiliary services you might want to offer, such as dog grooming or training, that can provide additional revenue opportunities and build customer loyalty. Dog training typically requires more space, which may necessitate construction of a stand-alone building separate from boarding space. You may also consider an indoor area for daycare or group play. The customer-receiving area could also include room for retail sales, such as pet food, toys and other supplies. If cats are to be boarded, they will need inside exercise rooms with
ANIMAL CARE FLOORING BY THE ANIMAL CARE EXPERTS
INVESTMENTS SO SOUND YOU CAN WALK ON THEM!
Our seamless, low maintenance surfaces are easy to care for and perfect for both large and small animals.
DECORATIVE HYGIENIC
SLIP RESISTANT FLOORS
DURABLE & MAINTENANCE FRIENDLY
Achieve the look, functionality and return on investment you want and need! CONTACT US TODAY! 937-780-1075 info@permatekcoatings.com
www.AnimalCareFlooring.com
PET BOARDING & DAYCARE
33
carpet-covered posts and climbing struc-
4. Visual Barriers:
tures. The kitchen space should be sized and laid out for efficient food preparation and delivery to the enclosures. 3. Sound Control: Boarding facilities are inherently noisy places, but the use of sound-absorbing building materials can help provide a more comfortable environment for employees, and reduce stress for the animals. Sound-absorbing materials on upper walls and ceilings can produce a noticeable difference in the noise level. Similarly, plan to install a sound barrier between the enclosures and receiving area to create a more pleasing environment for customers dropping off and picking up their pets.
5. Building Size and
Customers want to know
Growth: One of the
their pets are comfortable
most important decisions
and being well cared
is building size, which
for. Dogs that jump up and down in
is a factor driven by your business
their enclosures are not necessarily
plan. Based on projected occupancy,
experiencing emotional discomfort, but
determine how many enclosures are
it can be unsettling to customers who see
needed to generate the required monthly
it. The use of visual barriers that block
income to fund the project and meet
customer views of the dog areas can help
operating expenses. As noted above, a
reduce customer concerns.
good understanding of the local market
It’s also an accepted fact that some dogs
is critical to gauge potential demand.
simply do not get along. For enclosures
Failing to also take future expansion
with outdoor runs separated by a trans-
into consideration is a costly mistake. Be
parent material, the use of a solid material
sure that the auxiliary service areas are
for the bottom four feet of the runs can
large enough to accommodate projected
prevent dogs from seeing each other. And,
growth, since expanding those areas
it will help reduce or eliminate hostilities
is considerably more expensive than
that otherwise could be seen by customers
adding enclosures.
from the facility parking lot. A well-conceived design will help ensure an efficient project that meets the needs of pet owners, employees and cus-
Celebrating
tomers, while also providing a steady cash flow to owners. Pet boarding and daycare
20 Years
is a business built on customer trust and loyalty, and a high-quality facility plays a key role in achieving that.
of Making Play Time
Safe & Fun
New Connecting System•New Components•Package Pricing•New Features
PUPPYPLAYGROUND.COM
Playground Equipment made especially for DOGS!
888-828-3416
34
PET BOARDING & DAYCARE
Dan Nyberg, sales training manager for Morton Buildings, has been a company employee for over 30 years. Previous roles includes director of sales, regional manager covering parts of the Midwest, and sales consultant for north central Illinois. Prior to joining Morton, he wrote environmental impact statements for the Idaho Department of Highways, worked in public relations and recruiting for Trinity Western University, handled on-air and sales duties at Denver radio station KLIR / KRKS and was a farm manager in Lafayette, Colorado. He enjoys raising grass fed cattle on his small farm in northern Illinois. https://mortonbuildings.com/projects/ animal-services
PET BOARDING & DAYCARE
35
CATS
By Deborah Hansen
B
ubba was a well-loved,
neighbors could sufficiently care
use a boarding facility or cat sitter
nine-year-old purebred
for their kitty, this what they had
when they go out of town. When
Himalayan. His owners
planned do for this trip as well.
you take steps to educate the general
spent a lot of money to purchase
public, not only do you increase your
pened to Bubba, but I expect not
bottom line, but also save the lives of
that both the groomer and veter-
having his family for three weeks
felines in your local area.
inarian they used offered feline
led to a depression. Bubba stopped
Overcoming the public’s convic-
boarding. They also knew there were
eating, and by the time his owners
tion that cats are self-sufficient and
other feline boarding facilities and
returned, his organs had begun shut-
can take care of themselves when
cat sitters in their local area.
ting down. Shortly after the family
their owners are out of town is a
had returned from their dream
hard belief to change. Focusing your
vacation, Bubba had passed.
marketing on the importance of fe-
Over the years, they had taken many weekend and weeklong trips. Bubba was always glad to see them
The truth is, many cats die pre-
line boarding is the best way to help
when they returned, yet never had
maturely when left alone while their
these owners understand the impor-
a problem with a neighbor putting
owners are out of town.
tance of your services. Many owners
down food and fresh water every
So, how can boarding facilities
do not see the value in your services
three to four days. His humans were
not only save the lives of felines, but
because they do not understand the
very excited that they had finally
also increase our bottom line?
needs of their felines. When you can
saved up for their dream vacation—a three-week cruise. And since past experience had shown them that the 36
We will never know what hap-
him as a kitten. The owners knew
With education.
lure this type of client into feline
Many cat owners do not
boarding, you can convert them into
understand why it is important to PET BOARDING & DAYCARE
regular clients.
PetExec + PetExec Mobile App
Imagine the Paws-Abilities MANAGEMENT SYSTEM DESIGNED FOR PET DAYCARE BOARDING • GROOMING TRAINING • RETAIL OTHER SCHEDULED SERVICES
• Cloud based, powerful, and fast. • Support by phone, chat, or email by our USA team. • Paws On Board Coaching gets your paws on the right track fast. • PetExec Mobile app for pet parents with scheduling, messaging, web camera access, contracts, and so much more. • Customer portal for pet parents saves your staff hours of work. • Automatic emails generated for appointment confirmations, reminders, new owner greetings, and receipts. Text reminder options are available as well. • Report card functionality. • Integrated credit card processing and recurring billing.
PetExec.net Facebook/petexec Rather Bark? 1(888) 738-3935
• Log in from any device (computer, smart phone, or tablet). DEMO PETEXEC TODAY
Get your paws on the future. Join our pack! PET BOARDING & DAYCARE
37
Not sure what to focus on to draw these clients into your feline boarding establishment without using scare tactics? I like to start with the basic needs of the feline then move to how tragedies can be prevented. I address a
A to Z Solutions Empowering You To Turn Your Passion Into Profit
You Have:
cat’s need for fresh water, monitored food intake, fresh litter box and human interactions, and then move to how prompt emergency medical attention can be offered when needed
A passion for your business
by the boarding facility. These are
A mission to pursue
a drop-in caretaker on a random
A team to lead
all important for a healthy cat that schedule cannot provide. Fresh water not only keeps every mammal healthy, but also keeps their
A budget to manage
body functioning properly. Many cats
A service to provide your clients
fresh. Without having someone in the
C
home environment daily, owners run
M
the possibility of the cat refusing to
Y
A LOT distracting you from building the business of your dreams
will not drink if their water is not
drink. If no one is aware of the feline’s lack of water intake, the possibility of medical complications multiplies within a short period of time. When a cat stops eating, their
We’re here to help.
We created Zolvy to provide online tailored solutions to some of the biggest challenges facing you as an entrepreneur in the pet care industry. Our goal is to empower you with the tools you need to take control of your business, so you can continue to pursue your passion.
organs quickly begin shutting down. A boarding facility can provide daily observations of the cat’s eating behavior. Early detection of when a cat stops eating can often prevent the possibility of simple medical concerns becoming complex. Litter box behavior is another indicator of feline health. When daily monitoring of the litter box behavior is not available, often medical issues can go undetected. Things as simple as not using the litter box, urinating in an inappropriate place, not urinating at all or crying when urinating go unnoticed when cats are left alone for days at a time. When the cat is observed daily,
Let’s get started.
38
PET BOARDING & DAYCARE
these issues would most likely become immediate red flags for the care provider to seek medical attention.
CM
MY
CY
CMY
K
Last-a-Lifetime Kennel Designs
with solid components and latches to reduce kennel noise and ensure quiet handling.
The Industry’s Most Versatile
Professional Grooming Tubs with a rotating ramp that stays out of your way and saves your back.
14 Gauge Construction
877.459.7827 | directanimal.com PET BOARDING & DAYCARE
39
Many cats do not know how to handle themselves when left alone in a home. Without the family home, behavioral changes that could be immediately addressed go unnoticed, leading to bigger issues.
40
Without daily human interactions many cats become depressed. House cats often become accustomed to sleeping with the family, having random pets throughout the day and having people to observe, chase or interact with. Many cats do not know how to handle themselves when left alone in a home. Without the family home, behavioral changes that could be immediately addressed go unnoticed, leading to bigger issues. Other signs a cat is in distress, such as limping, visible blood, wheezing, vomiting or diarrhea also go unnoticed when the feline is left alone in a home. When the family returns from their trip, what began as an easy medical problem to fix has become a much more complex issue. Focusing on a cat’s need for fresh water, monitored food intake, fresh litter box, human interactions and
PET BOARDING & DAYCARE
prompt emergency medical attention are key when trying to educate cat owners on the importance of using a boarding facility. A marketing campaign that focuses on random cat care facts can be a fun and entertaining way to capture cat owners’ attention and get them to think about the basic needs of their feline family members. Helping people understand the importance of feline boarding may feel like an exhausting objective, yet it truly does save lives. An education-based campaign that helps feline owners understand that boarding not only improves the quality of life, but also prevents bigger issues from going unnoticed goes a long way in converting their belief that cats are self-sufficient. While reaching this group of clients can be challenging, the benefits are priceless.
Zone360
Upper Air UV Ask for Our Tests and Studies Test results from an independent laboratory, using strict test methods, show that PetAirapy UV systems killed up to 99.998% of tested virus and bacterial pathogens.
Field study from the Arizona Humane Society shows an 87.3% URI reduction in kitten nursery installed with the Zone360.
University study shows that PetAirapy UV systems tested against pathogens including Bordetella achieved up to a 99.96% reduction.
Protect the pets in your care and your staff from airborne disease with researched, tested, and studybacked upper room UV from PetAirapy. Indoor animal care environments are at high risk as they are continually exposed to viruses, bacteria, mold, allergens, and other pollutants that can quickly contaminate air and surfaces and stay active and infectious for extended periods of time, risking health and lives. To help combat those risks for animals and humans, the Zone360 by PetAirapy brings 360 degrees of UV for indoor environments, including spaces with no HVAC in place, that need immediate airflow, circulation, and disinfection. • Flush mounted to the ceiling or suspended by a cable/chain. • Constructed of stainless steel and non-corrosive aluminum. • Designed with louvres to collimate UV rays and keep them away from occupants below. • Produces no harmful ozone. • Patent pending and made in the USA. Contact us to learn how UV sanitizing technology can work for you.
1-866-994-2473 PetAirapy.com
PET BOARDING & DAYCARE
41
ANIMAL HEALTH
MANAGING DIGESTIVE ISSUES IN BOARDING PETS By Miranda Rochol
42
PET BOARDING & DAYCARE
T
aking care of dogs and cats in a boarding environment can get tricky. The adjustment issues can make pets sad and leave their stomachs upset—and the gut problems frequently become a challenge for boarding facilities. Owners often perceive that their pet might have picked up a bug, and this kind of misinformation can damage the business, as well as make it difficult for the owner. To prevent such situations, pet professionals need to be proactive. They must be aware of gut problems that dogs and cats might face in the daycare and boarding setting. Common Gut Problems Faced By Pets Most stomach issues are due to the stress of being in an unfamiliar place. They often manifest as: • Diarrhea • Colitis • Bloating • Gastric ulcers • Volvulus • Malabsorption If left untreated, these conditions could become serious and may require veterinary assistance. However, they can be managed or even avoided with minor alterations in the pets’ diets and lifestyles. Below are a few strategies which pet professionals can utilize, or recommend to clients, in a preemptive approach to handling stomach issues in pets. Keep Up with Hydration Managing hydration levels in pets is crucial. Water boosts the activity of digestive enzymes and promotes digestion. Stress primarily upsets the stomach because, like humans, the gut is the second brain in dogs and cats.
It can cause diarrhea that often leads to excessive loss of fluids. One way to stay ahead in managing diarrhea is by replacing the fluid losses effectively with adequate hydration. Dehydration is also a risk factor for constipation. Hard and dry stools lead to constipation, but regular access to clean and fresh water can help that. You can improve the hydration levels in pets by adding a water fountain. Dogs generally enjoy playing in the water and develop a habit of drinking it recurrently. Most cats also prefer fresh, running water, so adding fountains to your cat boarding areas can encourage regular drinking as well. It’s often recommended to add water in food, but that can ruin the flavor and deter pets from eating.
better compliance. Probiotics are good bacteria that reside in the guts of dogs and cats. They have a symbiotic relationship with animals and keep the gut healthy in exchange for digested food. The deficiency of probiotics can predispose the pet to diarrhea, bloating and inflammation. Studies suggest that adding probiotics in the diet of incoming dogs can reduce the likelihood of diarrhea1. Prebiotics are long-chain sugars that these beneficial bacteria feed on. Adding these into pets’ diets can also help these microorganisms grow. It is important to note that any supplements, treats or food not provided by the owner of the pet should be approved by the owner and/or the pet’s veterinarian before it is given to the pet in your care.
Add Prebiotics and Probiotics in
Supplement Diet with
the Diet
Digestive Enzymes
One effective way to keep the
Digestive enzymes are particularly
gut working is to add prebiotics and probiotics to regular dog/cat food for
DEAFENING DOGS
helpful for pets that are prone to gut
CRUMBLING KENNELS
D OI AV THE PITFALLS CHAOTIC CLEAN UP
DAILY DISOR DER
SOGGY STRUCTURES DEFECTIVE DRAINAGE
BOARDING KENNELS: THE DESIGN PROCESS
Current facility or new facility, this must-have book will help you craft a business that runs smoothly from the inside out! Features tons of color photos, helpful diagrams, blueprints, glossary of construction and design terms and so much more!
Another drain choice is using
kennels that raised off 2)are Wait. the floor.
SENT FOR PRICING
3) Scrub.
Image courtesy
ITEM of The Mason CONCRETE •
Footings
•
Stems
•
Slabs
• •
4) Scrub some more.
ESTIMATED COST
Company.
Drive Walks
MATERIALS •
THE RAISED KENNEL SYSTEMS Another drain choice is using kennels that are raised off the floor. These have an integral floor of their own with a drain that connects to a horizontal drain pipe that runs in the space above the building floor, but below the raised kennel floor.
Building Framing
• Roof Framing 6) existing Vacuum.floor This drain pipe is routed to an Interiorthese Partition Framing drain in the room.•Because kennels have a EQUIPMENT RENTAL drain pipe below them, there is a step of about eight inches or so• off Crane the building floor up and into the kennel. If• a floor drain is available in Construction Fencing the room, this may be a good option for kennels • Job John in an existing building and for kennels in levels • Dumpster above grade. This is especially helpful when Scaffold renting a space as• these kennels may easily be moved. They are not permanently mounted to GENERAL CONTRACTOR the building, but are sitting on the floor. ELECTRICAL CONTRACTOR
7) Vacuum some more.
8) Dry and ready for guests.
Part 13: Cleaning Without Drains
103
PLUMBING CONTRACTOR MECHANICAL Part 10: CONTRACTOR Drain Types & Locations
75
INSULATION CONTRACTOR DRY WALL CONTRACTOR
ON SALE NOW AT
PET BOARDING & DAYCARE
WWW.BARKLEIGHSTORE.COM
152
Boarding Kennels: The Design Process
43
It is important to note that any supplements, treats or food not provided by the owner of the pet should be approved by the owner and/or the pet’s veterinarian before it is given to the pet in your care.
Don’t Elevate Feeding Bowls This alteration may seem trivial, but it tends to cause a drastic improvement in the gut health of cats and dogs. It is just not a matter of easy access to food. It remarkably reduces the risk of bloating and gastric problems, especially with dogs of the giant breed. Research shows that keeping feeding
symptoms due to changes in diet. Some
to nutritional deficiencies. To prevent
pets take time to adjust to new food types
these complications, digestive enzymes
and habits, and it can result in temporary
are particularly important.
or chronic malabsorption, where the pet is unable to draw nutrients from the food. The inability to digest food properly
In the past, these enzymes were only used in mal-absorptive diseases (such as Celiac disease) and pancreatic insufficien-
can have severe effects, as it can cause
cy. However, research is now exploring
indigestion, lead to gas trouble and
their benefits in a regular diet and with
bloating, result in weight loss and
some positive results2,3.
create various systemic problems due
• • • • • •
Perfect for start-up businesses, general managers & department managers 1-on-1 training for pet care operations & facility management All curriculum is personalized for your needs Training is conducted in Houston at the ABC Pet Resort & Spa campus Courses taught by professionals with Going to Pet Boarding & Daycare Expo? years of experience in our industry Stop by our booth! 2, 3 & 5-day programs available FOR MORE INFORMATION:
jennifer@abcpetresort.com (281) 444-9414
44
www.abcpetresort.com
PET BOARDING & DAYCARE
bowls at a higher position can make dogs prone to volvulus (dilatation of gut)4. The study published in the Journal of American Veterinary Medical Association in 2014 sampled 1,637 dogs from diverse breed and age groups. It concluded that the reason for gastric dilatation and volvulus in 52 percent of large-breed dogs was due to heightened feeding bowls.
The reason for this is related to the position of dogs while eating. The natural posture of bending the head down while eating positions the gut in a way that prevents indigestion. Ensure a Balanced Diet Anything the pet eats has to go
Some owners may have suggestions as to what might appeal to their pet’s palate if their regular food just isn’t cutting it.
through the gut. So, the first and foremost effect of food is always on the stomach and intestines. Having a balanced diet with nutrients in an appropriate proportion is imperative to ensure a healthy gastrointestinal tract. Apart from proteins and carbs, some constituents are particularly advantageous to the gut. • Meat-Based Diet Being carnivores, it’s obvious that dogs and cats have an affinity towards a raw/freeze-dried meat-based diet. It is loaded with proteins and increases lean muscle mass in dogs without the risk of obesity. However, now data suggests that it has a beneficial role in the composition of bacterial flora present in large intestines5. It’s like natural probiotics for pets. Therefore, adding raw/freeze-dried meat to the diet proves highly productive in preventing an upset stomach. • Fiber Fiber is crucial for averting constipation, inflammatory bowel disease and colitis. It adds roughage to the diet and acts as a natural laxative. It ensures smooth gut movement and fewer chances of intestinal disease. However, too much fiber can induce satiety earlier because it slows down the emptying of the stomach into the intestine. It can cut back food intake and cause weight loss as well as dietary deficiencies. The appropriate approach is to combine fiber with probiotics to achieve healthy
flora of the gut. Brown rice can be added in kibble
Supplement on Incidence of Diarrhea in a Dog Shelter: A Randomized,
to increase the fiber content. Rice and
Double‐Blind, Placebo‐Controlled Trial.
venison also improve inflammation of
J Vet Intern Med. 2017 Mar-Apr; 31(2):
the intestines. These are easy on the stomach and help dogs heal quickly. Monitor Eating Habits One of the major issues in the boarding environment is that pets often refuse to eat. The reduction of food intake can lead to an upset stomach and other health issues. Food seasonings and other appealing additives can help with this issue. Some owners may have suggestions as to what might appeal to their pet’s palate if their regular food just isn’t cutting it. But it is also helpful to keep some appetizing additives on-hand in the case that you get in picky eaters. Again, be sure food additions are approved first by the owner of the pet.
377–382. 2. Cecilia Villaverde, Edgar G. Manzanilla, Jenifer Molina, and Jennifer A. Larsen. Effect of enzyme supplements on macronutrient digestibility by healthy adult dogs. J Nutr Sci. 2017; 6: e12. 3. Gianluca Ianiro, Silvia Pecere, Valentina Giorgio, Antonio Gasbarrini, and Giovanni Cammarota. Digestive Enzyme Supplementation in Gastrointestinal Diseases. Curr Drug Metab. 2016 Feb; 17(2): 187–193. 4. Lawrence T. Glickman, VMD, DrPHNita W. Glickman, MS, MPHDiana B. Schellenberg, MSMalathi Raghavan, DVM, MSTana Lee, BA. Nondietary risk factors for gastric dilatation-
Follow Feeding & Medication Instructions It is also important that feeding instructions provided by the owner are followed closely and that any medications to be given are also being administered exactly as instructed. Any changes in food amounts or medications can greatly affect the gut as well.
volvulus in large and giant breed dogs.
References:
BMC Vet Res. 2016; 13: 65. Published
1. L. Rose, J. Rose, S. Gosling, and M. Holmes. Efficacy of a Probiotic‐Prebiotic
PET BOARDING & DAYCARE
Journal of the American Veterinary Medical Association. November 15, 2000, Vol. 217, No. 10, Pages 1492-1499. 5. Misa Sandri, Simeone Dal Monego, Giuseppe Conte, Sandy Sgorlon, and Bruno Stefanon. Raw meat-based diet influences fecal microbiome and end products of fermentation in healthy dogs. online 2017 Feb 28. doi: 10.1186/ s12917-017-0981-z.
45
THINK TANK
questions from the
$$$
A Member of the Dog Daycare Business Think Tank asked: Should boarding and daycare facilities be reducing their pricing as we come out of COVID?
Y
our pricing says a lot about your business. This was true pre-pandemic, and it continues to be valid during this crisis and beyond. How you price your services communicates to your customers the level of care your business provides and what they can expect. People tend to value higher-priced products and services more than low-cost items. It's just human nature. We expect things that cost more to be worth more—and we treat those businesses differently. I have an online course that teaches people how to become successful dog trainers. I've tested a bunch of different pricing options over the years, and this has shown me how cost affects the quality of the customer as
46
well as the level of participation. When I priced my course low, less people completed it, they asked more questions (customer support) and more people asked for a refund (I have a 30-day money-back guarantee). When I raised the cost, I attracted a more motivated customer who did the work, put in more effort and got better results. The other surprising statistic was that the number of students enrolling did not go down when I raised the price. Big discounts attract deal-seekers who don't ever want to pay full price for anything (no matter how valuable it is). These are bad customers who will nickel-and-dime you for the rest of their time doing business with you. This is exactly why I never recommend using Groupon for
PET BOARDING & DAYCARE
your business. You'll get a lot of bad customers who will most likely cause you lots of grief and, because they are only there for the deal, won't be long-term patrons. So, even though we are living through an unprecedented tough time right now, I don't think you should lower your pricing. Your level of service has not changed— you're not giving them less value— so your pricing shouldn't change. You're marketing, however, should definitely change. The world is different right now and people are in a very different mindset. You can't continue on with the same messaging you've always used, pretending there's no pandemic going on. Instead, acknowledge the situation in the world and proclaim
PET BOARDING & DAYCARE
47
You’re providing the same level of service (and in many cases, a higher level with curbside drop-offs, etc.), so keep your pricing stable but figure out ways to market effectively in this new world we’re currently living in. that dog daycare is not only still available, but needed now more than ever. Highlight how our dogs need to get out and be social, and how being home for months with our dogs is causing separation anxiety and attachment issues. You're providing the same level of service (and in many cases, a higher level with curbside drop-offs, etc.), so keep your pricing stable but figure out ways to market effectively in this new world we're currently living in. You can also come up with creative ways to provide more value to your customers, like offering new services and better customer service. Make it easy
48
for them to bring their dogs to you and throw in some added perks while they’re there, like added enrichment, baths and/ or anything else that makes sense for your business and customers. If you're honest and open with what's happening and how your business is responding to this crisis, step up your service and understand what your customers are going through. You'll be able to adapt to this challenge and come out of this with a stronger business. Questions for this column come from the Facebook group The Dog Daycare Business Think Tank and are answered by Fernando Camacho (Fern). Fern runs
PET BOARDING & DAYCARE
Overdog Digital, a digital marketing agency specializing in working with dog daycare and boarding facilities. He does private business consulting, staff training and helps pet businesses utilize modern resources to expand their customer base and grow their businesses. Fern is also the author of six books and is a speaker at national conferences and private events.
TO JOIN THE GROUP OR ASK A QUESTION, GO TO www.facebook.com/groups/ dogdaycarethinktank/
LET THERE BE LIGHT Anti-Microbial UV Light Oven Pro Sanitizer Kills 99.99% of Germs on Grooming Tools Quickly & Efficiently • No Mess • Save Time • No Liquids • Use Between Dogs
www.ToolKlean.com PET BOARDING & DAYCARE
49
INDUSTRY NEWS
NOVEMBER
9th-12th, 2020 Hosted live on Zoom
!
L
ike most businesses, the pet boarding and daycare industry has taken a hard hit in 2020. It is more important than ever that you put in the efforts and educate yourself to make your business stand out from the rest in order to get new and existing clients walking back through your doors. This year’s Pet Boarding & Daycare Expo will focus on providing the resources and information you need to rebuild and revitalize your pet care business. Some of the seminar topics include, “Building and Keeping a viable Business in Strange and Turbulent Times,” “Pet Professional’s Business Makeover: Marketing, Management, Money and Media,” “Overwhelmed and Overworked? Your Plan For More Sanity, Happiness & Success” and “Post-Pandemic
Revenue Building Musts.” Many businesses are likely operating on a tight budget, with a large percentage of that budget being spent on staffing. To be sure you’re hiring top team members and managing them to the best of your ability, you won’t want to miss out on the variety of staff-related seminars, including “Building World Class Teams,” “Dollars, Headaches & Alcohol: Understanding The True Costs of Hiring and Retaining Employees” and “Lessons in Leadership: Developing Your Team.” This year’s expo also features several new certification courses to add to your credentials. Included are, “Barkleigh Safe Handling Certification Course,” “Pet Care Professional Infection Control Certification” and “Professional Pet Boarding Certification: Managing Group Play.”
Owners, managers and staff alike will all gain from this expo as there are seminars offered for all levels. Even those just in the planning stages or exploring the option of opening their own boarding or daycare business will greatly benefit from the content presented by the top experts in this industry. All seminars will be presented live via Zoom and will be available for viewing over the two-week period following the live premiere. Moreover, if growing or expanding your business is not at the forefront of your mind, and you’re just trying to stay afloat during these tough times, you can’t afford to miss out on the information you will gain from this year’s expo. Do yourself a favor and take the time to Educate, Rebuild and Revitalize at Pet Boarding & Daycare Expo 2020!
For more information or to register, visit www.PetBoardingExpo.com 50
PET BOARDING & DAYCARE
Hosted live on Zoom
PET BOARDING & DAYCARE
51
NEW PRODUCTS
ELLIE BEAR’S PLAY & AGILITY BENCH
COPPERPET™ DOG BEDS PROTECT AGAINST ODORS & MILDEW Copperpet, Inc. has created a bed for dogs that is both anti-odor and anti-microbial by infusing both their Sherpa topper and memory foam with copper. Copper's natural ability to inhibit bacteria and other microorganisms from growing inside a dog's bed creates a durable, naturally odor-free, and comfortable sleep surface for beloved fourlegged friends. The CopperPet™ dog bed is assembled in the USA, made from durable, long-lasting material, is machine-washable, nonslip to prevent any movement of the bed, and available in various sizes. The bed also has a 30-night trial and comes with free shipping/ returns and a one-year warranty. thecopperpet.com
Gyms For Dogs® has introduced Ellie Bear’s Play & Agility Bench, which serves as a play and agility product for dogs, as well as comfortable seating for people. The bench is a heavy, free-standing product which has a unique Polar Antique color finished up with a clear coat to protect it from the weather. The product is approximately 5’ long x 22” high x 24” deep and can be placed in the middle of any play or agility area. For more information please reach out to us: 800-931-1562, sales@GymsForDogs. com, or visit www.GymsForDogs.com
PUMPKIN PRO FOR DOGS Rogue Pet Science™ has announced their new product, Pumpkin Pro for dogs. Pumpkin Pro was created to fix loose stools (diarrhea). It comes as a powder and contains human-grade organic pumpkin, an industry first. No more cans, no more water, no more waste. Pumpkin Pro has a long shelf-life and can be easily stored for future use. Pumpkin Pro combines treatment from a pumpkin-based product for loose stools with a product worthy of daily nutritional consideration. All ingredients are safe, organic, and nutritionally digestible for dogs. It also contains fermented turmeric & ginger, which is great for dogs! roguepetscience.com
om w fr e N
SOCIA L MEDIA RELEASE FORM Pet Name
Date
Your Pet is IMPOR TANT to Us!
I hereby authorize the use of photo s and/or information related to my pet’s experi ence at this establishment. I understand my pet may be used in publications includ ing electronic, audio visual, promotional literature, advert ising, community presen tations, letters to area legislators, media and/or in similar ways. My consent is freely given as a public service without expec ting payment.
No longer struggle with the dilemma of posting your latest & greatest groom that just so happened to be on your client’s dog!
I release this estab lishment and their r espective employee and agents from s, officers any and all liabilit y which may arise news media stories from the use of such , promotional materi als, written article photographic image s, videos and/or s. I grant permission
to use: (Please check one below) My pet’s name(s)/ima ges My pet’s and my last name/image s My pet’s and my fir st and last name/im ages
To answer before
Establishment Name Owner Name Owner Signature #SMR-2 © 2020
Barkleigh Produc
tions, Inc. • 717.69
1.3388 • www.b
arkleigh.com
This simple form with space for client’s pet name, client’s name and signature is designed to make it clear to the pet parent their pet’s photo will be shared on social media.
www.barkleighstore.com 52
Wisdom & Grace
PET BOARDING & DAYCARE
listening–that is folly and shame.
Proverbs 18:13 • NIV Bible
PET BOARDING & DAYCARE
53
54
PET BOARDING & DAYCARE
WWW.AQUAAIR-WETDRY.COM PET BOARDING & DAYCARE
55
Triple Two
|
Creating a Higher Standard of Cleaning for
Pet Boarding and Day Care
Getting back to business is Priority #1 Take the first step by Cleaning and Disinfecting your facility with Triple Available Now
56
PET BOARDING & DAYCARE
Two.