Professional Pet Sitter Magazine Fall 2017

Fall 2017

Volume 25 · Number 3

Lennox Armstrong: NAPPS Member in Action and a Leader in Canine Care Yikes! Dog Bites!

Medicating Cats Safely Find Your Pet Sitting Niche Business of the Year Tips from Previous Winners Decoding What Dogs Say

ABCs of Acupuncture

Join Us in Atlanta – Or “Live” Stream!

2018 NAPPS Education & Networking Forum April 18-20, 2018 · Atlanta, GA For the first time in Forum history, NAPPS will be offering a brick-and-mortar event with a “live” streaming component.

You asked — we listened!

Attendee flexibility and out-of-the-box thinking = A Cost-Effective Registration Fee

Two Options Available: 1. Join Us In Atlanta, In-Person Limited space available AMA Executive Conference Center 1170 Peachtree N.E. Atlanta, GA 30309

OR

2. LIVE Streaming of the In-Person

Hosted LIVE Streaming by Digitell

Register TODAY! Register Today at http://www.petsitters.org/2018_forum.php

INSIDE FALL 2017 PROFESSIONAL PET SITTER COVER: Cover photo courtesy of Maria Lazarus

Media Mewsings............................................... 4 President’s Message......................................... 5

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INDUSTRY NEWS OF INTEREST Dog Bites Can Happen to You........................... 6 TIPS OF THE TRADE 10 Tips for New Pet Sitters................................ 8 Handling Hairy Situations................................. 9 Medicating Cats Safely.................................... 10

PROFESSIONAL PET SITTER

MISSION

S TAT E M E N T

The mission of the Professional Pet Sitter is to provide tools for members to enhance their

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BUSINESS Finding Your Niche......................................... 12 I Lost My Client’s Dog!..................................... 13 Business of the Year Tips................................ 14 MEMBER SPOTLIGHT Profile: Canine Care’s Lennox Armstrong........ 16

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business, help them expand their knowledge of professional pet sitting, and communicate association news and events.

Copyright 2017. The Professional Pet Sitter is published four times a year in March, June, September and December by NAPPS Headquarters: 1120 Rt. 73, Suite 200, Mt. Laurel, NJ 08054. Periodical mailing privilege pending at Mt. Laurel, NJ and additional mailing offices.

Postmaster: send change of address to the Professional Pet Sitter c/o NAPPS Headquarters, 1120 Rt. 73, Suite 200, Mt. Laurel, NJ 08054. The Professional Pet Sitter is free to National Association of Professional Pet Sitters, Inc. members. No part of this publication may be reproduced without written permission of the publisher.

Editorial offices: 1120 Rt. 73, Suite 200, Mt. Laurel, NJ 08054

FEATURES ABCs of Acupuncture..................................... 18 Decoding Dogs............................................... 20 CONNECT WITH NAPPS About Your Association................................... 22 NAPPS in the News........................................ 23 NAPPS Chat Message Board.......................... 25 New NAPPS Members................................... 26

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20 ONLINE ALL THE TIME www.petsitters.org National Association of Professional Pet Sitters, Inc. 1120 Rt. 73, Suite 200 Mt. Laurel, NJ 08054 Phone: (856) 439-0324 • Fax: (856) 439-0525 Email: NAPPS@petsitters.org • www.petsitters.org

www.petsitters.org

Like us facebook.com/THENAPPS Follow us @TheNAPPS pinterest.com/source/petsitters.org Join us @National Association of Professional Pet Sitters 3

Professional Pet Sitter · Fall 2017

TMIPS ED IA O FMTEHWES T IN RG AS DE

Article By Arden Moore

Arden Moore, Executive Editor Cathe Delaney, Managing Editor

Rescuing Pets in Hot Cars

Making the Doggone Right Choices

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ou see a dog sweating ohn and made suffering a badinside decision. a The 16-year-old boy bought lockedsome car inmarijuana a parkingfrom lot an undercover on acop. hot As day.a result, The windows John isare living at the Illinois Youth Center closed or just(IYC) cracked Chicago, open at a juvenile detention facility the top.for What thedo next yousixdo? months. John is not a hardened Keepcriminal. in mind that And the maybe if he hadn’t been caught this early temperature may in bethe 70 game, degreeshe might still be on the streets, outside, butperhaps inside a now closed stealing to buying larger quantities vehicle, theoftemperature marijuana—maybe can even cocaine or crack.up to 90 degrees in just soar 10 minutes.

But landing Each in minute IYC is perhaps the best thing that passes could have means happened increased to John and the other 12-17-year-olds danger for pets who like can him. They’re receiving the discipline, become overheated training, and counseling, suffer education and programs from heat they’ll stroke need in a matter to reinvent themselves once they’ve of minutes. completed Untreated, theirhe stay, via a program called Lifetime can go into Bonds. cardiac arrest and die. Cars heat up more Created than youbythink Besteven Friends if it’sSafe overcast Humane, outside. this program Signs of heat targets stroke youth include who have excessive been involved panting, in illegal activities. agitation, vomiting, Each weakness week,and a group collapse. of dog handlers And,and what their aredogs your visit legalthe rights teens. to step in and rescueThe thisteams pet? teach It depends the young on what menstate the proper you live. way toAccording approachtoa the dog,Animal a few commands Legal and Historical and a chance legislators Center, to socializeinwith 26 the states dog.have By receiving enacted the immediate laws to protect gratification animals of lefta unattended happy wagging in tail, friendlyvehicles. parked lick on the These hand, laws or the allow roll-over for people request forrescue to a bellythese rub, these dogs,youngsters cats and other beginanimals to realize— sometimes who are distressed for the first due time to, but in not theirlimited lives—that to hot kindness begets kindness. And that sets the stage temperatures. for profound These states behavioral are: Arizona, change.California, Colorado, Best Delaware, Friends Safe Florida, Humane Illinois, National Indiana, Director CynthiaMaryland, Maine, Bathurst believes Massachusetts, LifetimeMinnesota, Bonds is an integral component Nevada, New Hampshire, of theNew program Jersey,inNew thatYork, it aims to North Carolina, stop violence North Dakota, in its tracks Ohio,before RhodeitIsland, has a chance South Dakota, to grow Tennessee, further. “Safe Vermont, Humane” Virginia, gives these young men Washington, Westknowledge Virginia and andWisconsin. skills they can use toThe positive provisions advantage of the for lawthe in each dogs of they these and their friends states vary asortofamily what members rescuers can encounter legallyindo.the streets, Many require especially the rescuer dogs viewed to firstascall ‘fighting 911 or dogs,’” she says.local law enforcement before breaking contact the window to retrieve a distressed pet. Rescuers must remainBeliefs Changing on the scene Is Thewith First the Step pet until law enforcement The young or amen firstcould responder hardlyarrives. wait forSothe dobell to ring, the degree signaling of criminal it’s time charges. for theThey Lifetime can range Bonds program, from a warning or, as they and $100 call it,fine “Dog-Play for first Time.” conviction Thea group to Class breaks 1 misdemeanor, into five smaller fines upgroups to $2,000 and and begins each session imprisonment up to one by learning year. how to approach a friendly States dog. currently One by with one, no thelaws boystotake protect turns holding out animals leftthe in parked backs of vehicles their hands are Alabama, for the dogs to sniff, Arkansas, Alaska, then gentlyConnecticut, petting the Georgia, dogs on the Hawaii, side.

Then the Idaho, Iowa, boysKansas, hold treats Kentucky, in their Louisiana, hand while asking theMississippi, Michigan, dogs to sit and Missouri, lie down, Montana, then give the treats—and give and receive more love. After 20 Professional Pet Sitter · Fall 2017

PROFESSIONAL PET STAFF BySITTER Amy Abern

minutes, the groups switch to new handlers and dogs.

All the participants are anxious to spend time with Rou, the pit bull. One boy commented on how Rou resembled his American Staffordshire terrier. It was surprising to hear him refer to his dog with the official breed title. “That’s because we’ve seen all these different guys fight and we know who the best ones are,” he says.

And this offers the perfect segue to talk about dogfighting. “Do you think the dogs like fighting?” asks Triptow. Most of the boys nod. “Do you think the dogs like being stroked?” All the

...if you don’t like getting Nebraska, New Mexico, Oklahoma, Oregon, hurt and the dog doesn’t like Pennsylvania, South Carolina, Texas, Utah and Wyoming plushurt, Washington, getting do D.C. you really For updates, please go to the Animal Legal and Historical on this link: think theCenter intosite.aClick situation https://www.animallaw.info/topic/table-statelaws-protect-animals-left-parked-vehicles. like fighting where they most Bottom line: It is illegal in all 50 states to certainly will neglect, get hurt? commit animal cruelty, endangerment and abuse. Experts say whether or not you jump in to rescue a hot pet out of an unattended vehicle is your boys decision. nod. “Do They you like suggest the feeling that you: of being hurt 1. when Make someone everyhits reasonable you?” All effort the boys possible shaketotheir head.locate “Do you thethink pet’sdogs owner. like the feeling of being 2. hurt, Call like when local police anotherand doganimal bites them?” control and Tentative shakes report all around. the incident.

“So think Provide about theit—if precise you don’t like getting location, hurt vehicle and the model dog and doesn’t license like plate. getting 3. hurt, Ifdothe youpet really is inthink imminent the dogs danger like going and help intohas a situation not yet likearrived, fightingitwhere is yourthey callmost as tocertainly whether will get or not hurt?” to smash Definitethe head window shakes to rescue all around. the animal The teens trapped have only inside. participated in the 4.

Lifetime Remain Bondswith program the petforuntil twohelp months, arrives. but already, changes in thought, attitude and behavior Manyareofevident. us wouldNikki happily Robinson, face criminal Assistant charges, Superintendent/Programs fines, and possible IYCjail Chicago, time if itobserves meant saving the boysthe notlife only of look a cat,forward dog or to other the companion sessions animal. because they’re enjoyable, but that they really “get”So, whyhow thehot program does itisget important. in a parked car for a dog — even with the windows opened a bit?

HowCheck You Can out this Help video from nationally known veterinarian, Best Friends Ernie Safe Ward,Humane DVM. Herelies sat inside on a car. donations Watch and howin-kind quickly services his clothes fromand local body get soaked. businesses The and temperature individuals. inside If you’d the parked like to car make reached a donation 117todegrees the Safewithin Humane a half Lifetime hour. To Bonds view this program, video,send clickathis check link: payable http://youtu.be/JbOcCQto: Safe Humane y3OY. P.O. Box n 7342 Chicago, IL 60680-7342. If you’d like to learn more about volunteer opportunities

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Please send all letters to the editor: NAPPS@petsitters.org Letters should include your name, address, and daytime telephone Letters may edited with Safe Humane, call number.

312-409-4790.

Forebemore for length or clarity.

Submissions may be mailed information on Best Friends, visit their Web site at or emailed as a word document.

www.bestfriends.org. n

Professional Pet Sitter is published quarterly by the National Association of Professional Pet Sitters (NAPPS), a nonprofit organization, and is available through membership subscription. No portion of the magazine may be reprinted without the written consent of the National Association of Professional Pet Sitters. The letters and advertisements contained in this magazine do not necessarily reflect the opinions of the association. NAPPS is not liable for validity or correctness of any claim, express or implied, made in advertisements or writings of this magazine.

MEMBERSHIP SERVICES NAPPS Headquarters 1120 Rt. 73, Suite 200 Mt. Laurel, NJ 08054 Phone: (856) 439-0324 Fax: (856) 439-0525 Email: NAPPS@petsitters.org www.petsitters.org Cathe Delaney Administrative Director Cocee Baker Administrative Assistant Caitlin McWilliams Public Relations cmcwilliams@petsitters.org Business Insurers of the Carolinas PO Box 2536, Chapel Hill, NC 27515-2536 Phone: (800) 962-4611 ext. 224 www.petsitterinsurance.com For Dishonesty Bond and/or General Liability Insurance The National Group Insurance Exchange 3210 Doolittle Dr., Northbrook, IL 60062 Phone: (800) 955-0418 Fax: (847) 559-9499 Email: tngie@aol.com www.wwins.com Contact: Alan Leafman For Dental and Health Insurance For pet sitting questions contact: www.petsitters.org www.petsitters.org

PR ESID EN T ’ S M E S S A G E

By Yvette Gonzales, President

“Be Together, Learn Together and Share Together” in 2018 We just wrapped up the 2017 Networking Forum and already the Forum Committee is back in full swing planning for Atlanta 2018. This is going to be an incredibly exciting and inclusive Forum. For the first time, we’ll be meeting in person at the AMA Conference and Training Center in Atlanta as well as live streaming all over the United States to those who can’t be there with us.

This Forum will allow all NAPPS members to “be together, learn together and share together.” Everyone has the same opportunity to participate regardless of geographical location, time limitations or financial considerations. You can be there in person for the investment of a $139 registration fee, or you can watch it live for the same price!

Each year as the committee plans the program, they review the comments from past years’ Forums so they can key in on the types of speakers the membership wants to hear from and even specific speakers. For this program, the committee wants you to give us your opinion about subject matter and speakers. Send them a speaker submission form. This is your chance to influence the program line up without joining the committee.

In planning the program, the Forum Committee appreciates your help and recommendations as they look for speakers who are willing to share their expertise and knowledge to our great members. They’ll need to complete the informational form and have it submitted on or before October 27, 2017.

I truly hope you take this opportunity to have a voice in your association and also to join the rest of the membership as they make the small investment of $139 and some time to advance their businesses. Of course, we’d love to have you join us in person, but please keep in mind there are only 100 seats available at the AMA Training Center, Nothing can beat the networking and comradery you experience by being there, but the live streaming is an amazing interactive technology that will bring the Forum to your office. The ability to network with all the participants and speakers as well as the vendors exists in the platform, so it will be the next best thing to being there. Please plan now to make the investment in yourself and your business. Register today!

Yvette Gonzales Dedicated NAPPS Volunteer and President

www.petsitters.org

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Professional Pet Sitter · Fall 2017

I ND USTRY N E W S O F I N T E RE S T

Dog Bites—It CAN Happen to You! Be Careful What You Read Online!

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ver the last 20-plus years, whenever I meet someone for the first time and tell them what I do for a living (specialize in insurance for pet sitters, dog walkers, dog trainers, etc.), I always see a similar befuddled look come across their face. Generally, the follow-up questions are: You insure who/ what? What kind of claims could possibly come from a dog walker or pet sitter?

They have insurance for that? To help them all

understand a little better, my reply is typically three little words: dog bite liability.

Most everyone reading this article, (especially if you have been in business for a year or two), is aware that there are many more things that can give rise to an insurance claim while pets are in your care, custody or control, but undoubtedly the dog bite claim is by far the most feared, and with good reason. According to statistics from the Insurance Information Institute and State Farm Insurance Company, dog bite claims and dog-related injuries generally account for more than one-third of all homeowner insurance claims. In 2016, this amounted to over 18,000 claims (an 18 percent increase over 2015) and more than $600 million paid out by insurance companies. This figure has increased almost every year over the last 12 years from $321 million in 2005. The average cost per dog bite claim in the U.S. has also increased by more than 47 percent in the same time period, and in 2016 was approximately $33,230. These are just the dog bites that are reported under homeowners insurance, as thousands more go unreported each year, and are paid out of pocket or by health insurers or workers compensation insurers.

Professional Pet Sitter · Fall 2017

Dog bite liability claims continue to be some of the largest losses under the association liability plans we offer NAPPS members. In reviewing all the closed pet sitter and dog walking liability claims from the past five years, I found that the average dog bite cost was

approximately $52,898 or 59 percent more than the average cost reported under the State Farm study. I also found that over 80 percent of all dog bites turned in over the past five years have occurred in three ways: 1. While walking dog(s) on a busy street, the dog bites a walker/jogger/ bicyclist/delivery person passing by (52 percent).

2. When a dog in the pet sitter’s care attacks or gets in a fight with another dog and the other dog owner attempts to break up the fight and gets bitten (17 percent).

3. When sitters allow others to pet their clients’ dogs while out in public (14 percent).

Dog bites can and do occur in other scenarios. But if you and your employees/ independent contractors use extreme caution, you can lower the risk of dog bites occurring in your business. Here are some scenarios: The most frequent type of dog bite claim occurs when the pet sitter is walking a dog on a public street and passes by a walker, jogger, bicyclist or delivery person. These claims

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account for 49 percent of all dog bites turned in. Examples are as follows: • While on a walk, a man on bicycle passed by multiple times and was attempting to converse with walker when the dog bit the man on leg.

Total claim paid: $32,743.

• A jogger ran up behind a pet sitter walking a client’s dog. The dog was spooked and bit the jogger on the leg. Total claim paid: $18,057.

• A pet sitter was walking a dog when a mail carrier passed by going in the opposite direction. The dog lunged and bit the carrier. Total claim paid: $61,982.

Please note that it is your responsibility to move and keep pets away from others when on a walk, hike, or run in a public place. In a few of the claims reviewed, it was noted that sitters did move off the sidewalk or out of the way, but leashes were too long to prevent the dog from jumping at the passerby. If possible, walk dogs on less crowded streets or walking trails at times when there is less pedestrian traffic.

If you must walk on busy streets/trails, always maintain control of the dog(s) via a short leash and be extremely careful if using a retractable one. Always be aware of others around you as if you were driving a car.

The second most common type of dog bite loss we see involves a third party pet owner who is bitten or injured while attempting to break up a fight or save their dog. This type of incident also results in a lot of workers compensation insurance claims when employees and uninsured independent contractors are bitten attempting to do the same. Two of the largest claims in the history of our association liability program have occurred under this claim type. Often these claims occur when a pet sitter neglects to keep the client’s dog(s) contained or neglects to follow the instructions of the dog owner, whether on a walk, in the client’s backyard or home, or at a park or dog park. Claims examples are as follows: • A dog walker was walking a bull www.petsitters.org

By David Pearsall, CIC, CWCA

mastiff in an apartment community when a man stepped out of his apartment with his small dog. The dog walker neglected to use the leash mandated by the dog’s owner and as a result, the bull mastiff pulled away and attacked the small dog.

The owner of the small dog attempted to break up the attack and incurred multiple injuries, including retinal detachment. Total claim paid: $409,462.

• A pet sitter had a client’s dog off leash at community dog park when the dog attacked a smaller dog in the park. The owner of the smaller dog attempted to break up the fight and was bitten. Total claim paid: $31,811.

• A pet sitter was advised by a client to avoid other dogs on walks as her dog was known to show aggression toward other dogs. The sitter took the dog for a walk and encountered a couple walking their smaller dog in the opposite direction. The client’s dog weighed more than the pet sitter and easily pulled away and attacked the smaller dog. When the woman of the small dog picked up her dog, she was bitten and dragged to the ground by the client’s dog. Total claim paid: $203,966.

To avoid these types of claim, start by always listening to your clients and following their instructions. Use extreme caution when entering and exiting homes, backyards and gated areas. Always shut the door or gate upon entering or exiting. Be sure to question your client as to whether their dog is known to be aggressive toward other dogs, does not play well with other dogs, or has bitten or attacked before.

If so, make certain you contain the client’s dog(s) on a strong short leash and/or consider a harness or muzzle if needed.

Avoid dog parks and highly populated public places where there are likely to be encounters with other pets. If the client’s dog does get away from you and attacks another dog or a fight breaks out, stay calm. Never get between two dogs while they are fighting, and strongly advise others not to do so as well. Consider making a loud noise or other www.petsitters.org

distraction, such as dumping water or spraying hose on the dogs, to divert their attention as opposed to grabbing a collar or jumping in between them.

The third type of dog bite claim, which accounts for roughly 14 percent of all dog bites we see, involves the pet sitter allowing other people, especially children, to pet or play with dogs under their care. Here are a few claim examples: • A dog walker was walking a dog in a heavily populated park when a threeyear-old and her mother came up to pet the dog. The dog bit the child in the face. Total claim paid: $54,000.

• A claimant attempted to pet a dog under a pet sitter’s care. The dog became spooked and bit the claimant on the cheek. Total claim paid: $52,933.

• A dog walker was walking a dog outside in a condo community when several kids came out to pet the dog.

The dog walker gave the kids treats to feed the dog in his care. While one of the children was attempting to give the dog a treat, the dog bit the child on the hand. Total claim paid: $7,830.

According to a statistics from the U.S. Center of Disease Control and Prevention, children account for nearly half of the nearly

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4.5 million dog bites each year, so it is not surprising to see that roughly 14 percent of pet sitter dog bite claims have involved children.

Unfortunately, many of these claims typically involve injuries to the face and head. Needless to say, these are the worst of claims.

Please be proactive when anyone, especially children, approach you while out with a client’s dog, no matter what breed or how docile the dog may be. It is your job to keep the dog away from the children and the children away from the dog! Communicate with people and let them know that you are working and it is not okay to approach the dog in your care. Let them know you are simply trying to protect them and the dog.

Never give people treats or encourage them to feed or pet the dog in your care. This may sound harsh or come across as being mean to some people, but it is better to be proactive and direct than for them to be bitten, and your business to be sued. n David Pearsall, CIC, CWCA, is vice-president/co-owner of Business Insurers of the Carolinas, a multi-line commercial insurance agency specializing in insurance for pet service professionals since 1995.

He is a licensed insurance agent in all 50 states and has held the Certified Insurance Counselor (CIC) designation and the Certified Workers Compensation Advisor (CWA) designation since 2002. David can be reached at 1-800-962-4611, ext. #214, or via email at DP@business-insurers.com.

Professional Pet Sitter · Fall 2017

T IPS O F T H E T R A D E

By Linda Norton

10 Key Tips for New Pet Sitters Life teaches us valuable lessons. The wise person listens to those who have “been there and done that.” When I was on the NAPPS board, I enjoyed talking to other professional pet sitters and learned a lot from them. I also learned a lot by attending the national NAPPS forums.

Now that I’ve been a professional pet sitter for 15 years, I thought I’d share my top 10 tips for new pet sitters: 1. Don’t build your business too quickly.

Take time to craft it as you go. If you grow too fast, you might make mistakes that could negatively impact your business. It is far better to build a reputation slowly than repair a damaged one.

2. Great customer service is crucial.

Return calls and e-mails in a timely manner. Be polite and warm. Go above and beyond in regards to customer service. It will pay off in the long run.

3. Run your business with integrity and professionalism. Keep thorough and honest records. Pay your taxes. Double check service dates. Double check medications before administering them.

Stay the length of time you promised the client. Leave a written log or send an e-mail detailing the visit for the client.

4. Develop polices and a vision for your business and stick to them. Don’t let clients talk you into things that compromise your policies. Example: one of my policies is that dogs in my care always need to be on a leash. Once I let a client talk me into letting her dog off leash because she was “highly trained” and they had an electric fence.

It was a mistake. The dog, like a kid taking advantage of a babysitter, took off into the woods and played “catch me if you can” for an extended period of time. The dog finally decided to return.

Professional Pet Sitter · Fall 2017

5.

6.

7.

8.

Lucky for me, nothing bad happened.

My “no dogs off leash” policy has never been compromised again.

Be proactive. Try to prevent problems before they happen. Trust your intuition and experience.

Learn all you can about the professional pet sitting business by reading, networking, and using NAPPS’ resources.

Always keep your keys and phone on your person otherwise when you are at a client’s home, you might find yourself locked out when you go into their garage to toss the food can in the recycle bin and the door locks behind you. Or you arrive at your next appointment and remember that you left your cell phone on the previous client’s counter. Get in the habit of always storing your phone and the keys on you and stay focused.

Have a policy that the clients have to call you when they return home so you know that the pets are back in their care. Let them know the protocol you will follow if they do not call you. Give your clients a final confirmation call or e-mail a few days before their trip.

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This is a way to double check that their trip dates haven’t changed and it is also good customer service.

9. Take photos of the pets and owners when you go to their homes to register them for your pet sitting service. Staple the photo inside their file which you will bring to each pet sitting visit. This may be the only time you will see the owner in person because everything else will be done over the phone or e-mail.

You can use the photo should the pet become lost during your care.

10. Assume every house has a Nanny cam or web cam. And, expect that the neighbors are observing your comings and goings and reporting any concerns to the owners.

Clients are trusting you with their furry and feathery babies as well as the keys to their homes.

Be worthy of their trust!

Linda Norton, M.A. is a professional pet sitter and owner of Precious Pets Pet Sitting in Pawcatuck, CT. (www. preciouspetsct.com). She is a previous member of the NAPPS Board of Directors. She is also a freelance writer and founder of the Candle Project for Religious Freedom.

Linda can be contacted at: lindamay@snet.net. www.petsitters.org

T IPS O F T H E T R A D E

By Arden Moore

Are You Prepared for Hairy Situations?

When it comes to being prepared for any “hairy situation” in the pet profession, Sonya Wilson ranks in the pet care industry as a leader capable of dealing with financial, physical and emergency disasters.

She presented a valuable talk entitled, “Plan for the Worst; Hope for the Best” at the recent NAPPS Forum in Chicago.

Wilson, who opened the first cage-free canine daycare in Austin, Texas, called Southpaws Playschool, trains pet professionals and pet owners in pet first aid and emergency preparation through her program called Four Legged First Aid. Recognizing the need to give professional pet colleagues the practical tools to prepare for the unexpected, she has authored a book called, Hairy Situations: Crisis Planning, Response and Recovery for Your Pet Business. It is regarded as the first book on crisis management and disaster planning written specifically for the pet care industry.

Wilson writes in her book’s introduction: The goal of Hairy Situations is to help each individual small business owner in the pet care industry put plans and emergency procedures in place to protect lives and livelihood. The plans and responses in included in this book are an “allhazards approach” designed to help you weather any crisis that comes your way.

Now let’s spotlight just one aspect of Wilson’s savvy advice contained in her book — ­ the importance of creating a solid communication plan before a disaster strikes your area.

The best way to respond to a crisis is to be prepared to respond before it happens. Wilson urges you to develop a business continuity plan, disaster recovery plan or emergency response plan to keep everyone safe. Have a communication plan in place that includes your employees, clients and the public.

“No matter how long recovery takes, keep the status of your business up to date. People will feel that you are hiding something if for some reason you choose not to communicate, Wilson writes.

Among her tips for creating a Reverse 911 Communications Plan: • Invite clients who are willing and able to come to your aid in an emergency.

• Write a blanket message that will be used in a crisis and set up your phone or email to deliver the message on demand. www.petsitters.org

• When your clients receive the message, they respond as directed to help with evacuation or other tasks.

• The response team is authorized to take other clients’ pets home with them if necessary and care for animals until they can be retrieved by their owners.

• Continued client contact can be maintained through emails and text messages, social media (choose one or two platforms that most of your clients use), a “dark website” that is already set up and can be activated in an emergency and a hotline with regularly updated messages.

• Build your social media audience before disaster strikes. People won’t get your message if they don’t know where to look.

• Refer all media inquiries to the company’s designated representative so that all messages are consistent.

• Stay focused on the message that you want to convey. Frequent updates will keep your business in the public’s eye.

• Your morale and that of your employees is important. Keep your messages as positive as possible without downplaying the event.

and then concentrate on doing what it takes to get your business through the crisis.

Wilson’s book, Hairy Situations, retails for $19.99 and is available on Amazon.com.

Learn more about Wilson by visiting www. southpawsplayschool.com. n

Parting advice: If you are caught up in a crisis that was caused by you or someone who you employ, chances are good that you will be attacked on social media or even through mainstream media. You can overcome the negativity by accepting responsibility for the event without blaming others. Don’t lie about the incident. Never lose your temper and write snarky replies. Above all, express genuine concern for those affected

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Professional Pet Sitter · Fall 2017

T IPS O F T H E T R A D E

Medicating Cats Safely [Editor’s note: This is an excerpt from the book, Complete Care for Your Aging Cat by Amy Shojai.]

Giving cats pills is notoriously difficult, but often you can request another form of medicine and make administration easier on you both. A pill may be turned into a liquid, or compounded into a flavored treat. Some medicines can even be turned into a transdermal preparation that is smeared on the skin and absorbed—no pilling necessary.

Medicating your cat—or those belonging to your clients—often becomes a quality of life issue for cats, and may negatively impact the bond you share. If a cat hides from you out of fear of being pilled, don’t be shy with your veterinarian about asking for alternatives. After all, not only his comfort but also the cat’s life may be at stake.

Topical treatment: Topical application—that is, on-the-skin treatment—usually comes as an ointment, salve, or spray and is the easiest to administer. Pain medicine may come in the form of a patch that’s stuck onto a shaved area of the cat’s body. Tapazol, a drug used to treat hyperthyroid cats, can be compounded into an ointment that’s smeared on the inside of the cat’s ear and absorbed into the system. Take care the cat doesn’t groom away topical medicine before it has a chance to do the job.

Liquid medicine: Applicators similar to eyedroppers or needle-less syringes often come with liquids, and tend to be easier to give than pill forms. Draw up the prescribed amount and then tip the cat’s head up toward the ceiling. Insert the

Professional Pet Sitter · Fall 2017

tip of the applicator into the corner of his mouth, and squirt the medicine into his cheek, keeping his mouth closed. You may need to stroke his throat a bit and keep his head tilted up until you see him swallow.

Cats usually lick their noses after they’ve swallowed, so watch for that cue.

Pills: Cats hate pills. Although dogs readily take pills hidden in a hunk of cheese, cats usually see through the ruse. Or they may take the treat, but you’ll find the pill later in your shoe.

When pills are needed, circle the top of the cat’s muzzle with one hand, pressing his lips gently against his teeth just behind the large, pointed canine teeth. That prompts him to open wide, and when he does, push the pill over the hill of his tongue with your other hand. Aim for the V at the center of the tongue.

If you fear for your fingers, use a pill syringe (pill gun or pill dispenser), a hollow plastic tube that places the pill at the back of his throat. Then close his mouth, and gently hold it closed while stroking his throat or gently blowing on his nose to induce him to

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swallow. It helps to put butter or margarine on the pill to help grease its trip down his throat.

Watch for the nose-licking cue that tells you he’s swallowed.

It works best to offer a favorite treat liquid, such as a bit of tuna juice or a syringe full of water, immediately after the pill, so the cat swallows the treat, pill and all. Otherwise, the pill may get stuck.

Eye medicine: Eye medicine usually comes as a liquid or ointment. Tip his head toward the ceiling, gently pull down the lower eyelid, and drip or squirt the recommended amount of medicine into the cupped tissue. Then release the eyelid and allow the cat to blink. That spreads the medicine evenly over the surface of the eye. It may take two pairs of hands to administer eye medication safely.

Ear medicine: The feline ear canal is shaped like an L with the eardrum right at the foot of the L. Keep the cat’s head tipped with the affected ear aimed at the ceiling so that gravity will help get the medicine where it needs to go. Liquid and ointment medicine is dripped into the canal.

Be sure to gently grasp the cat’s ear flap (pinna) to prevent him from shaking the medicine out. Use your free hand to massage the base of the ear. That spreads the medicine deeper into the canal. Cats with itchy ears tend to enjoy this, and may lean into the massage. Painful ears, though, may require a few treatments at the veterinarians to get him to the point of allowing you to medicate him at home. www.petsitters.org

Excerpt By Amy Shojai

Fluid Therapy Veterinarians all over North America have taught millions of people to give fluids at home, from the very young to the elderly. Fluid therapy is one of the main things you can do to make cats with kidney insufficiency comfortable, give them a continuous quality of life, and stabilize their disease.

It makes a tremendous difference. Knowing how to perform fluid therapy on a cat can also empower you and potentially, attract more clients who have cats with medical needs.

All the proper supplies are available from veterinarians: the IV kit with the plastic line and large gauge needle, and appropriate fluids such as saline for kidney disease, dextrose (sugar) solutions to feed, or a balanced electrolyte solution for other conditions. Injecting fluid into the veins requires special training, but once the veterinarian demonstrates, it’s easy to administer subcutaneous fluids—beneath the skin—to pets at home. When a cat requires fluids regularly, it’s not only less expensive to administer them at home, it is much less stressful for the cat.

• Warm the fluids to body temperature by running warm water over the bag. That makes the experience more pleasant for the cat.

• Suspend the bag higher than the cat, so that gravity helps the fluid run into the right place. You can use a coat hanger to make a holder that fits over the top of a door or cabinet.

• Spread a towel or favorite blanket, or set the cat’s bed on a tabletop, to pad the surface for your pet to lie down and get comfortable. An ironing board makes a great treatment platform. He’ll need to stay still for up to 20 minutes, so make the place as comfortable for you both as possible. A position in front of a window may help distract him. If he’s too antsy, have a second person on hand to help manage him, or you can place him in a pillowcase or “cat bag” restraint or wrap him in a towel. Ask the veterinarian if a heating pad underneath a couple of layers of blanket is a good idea.

• Pets who need fluid therapy will have lots of loose skin, and you need to insert the needle so that the fluid drains into www.petsitters.org

the space right under the loose tissue.

Anywhere on the body will work, but the best locations to place the needle are right between the shoulder blades or right above the ribs. Use the same technique as described to give an injection. Grasp the skin with one hand and “tent” it—draw it up off the solid muscle. Then press the sharp end of the needle firmly into the skin, between where your hand holds the flesh and the solid muscle of the pet’s body. You’ll need to push pretty hard, because the needle has to be pretty large to feed enough fluid in, and cat skin can be tough. Push it at a horizontal angle level with the body until you no longer see any of the needle, but only the plastic head that houses the plastic IV line. Don’t be surprised if the pet flinches a bit—but once the needle is in place, he should settle down and won’t be much bothered by the therapy.

Hint: alternate needle sites to prevent scar tissue from forming that may make subsequent treatments more difficult.

• Once the needle is in place, let go of the tented skin and let it fall back into place. Open up the release valve on the plastic line, so that the fluid begins to

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drain down and into the needle. Some cats object if the liquid flows too fast, so adjust the speed to accommodate the comfort of your pet. Watch the container of fluid until the amount your veterinarian recommends has been given. A severely dehydrated pet may need 30 milliliters per pound, while for other conditions, 10 milliliters per pound once a day may be enough.

• As fluid runs into the skin, you’ll soon see the skin start to balloon with liquid.

This does not hurt the pet, although it may feel a bit cool, and will tend to settle and spread out under the skin.

The fluid will be gradually absorbed into the body and the balloon will deflate.

• Shut off the valve on the IV line to stop the fluid, and then gently remove the needle from your pet. It’s normal for a small amount of fluid to leak back out of the injection site—especially when given over the shoulders. Giving fluid over the ribs with the needle inserted downwards will reduce this loss. You can also help the injection site hole to close by rubbing and massaging the place. Offer your cat a scrumptious treat afterward to help associate the treatment with good things. n

Professional Pet Sitter · Fall 2017

B USINESS

By Erin Fenstermaker

Finding Your Niche in Pet Sitting Many entrepreneurs who begin pet sitting businesses often do so because they love animals, do not want to work in an office or simply want to control their own destiny. But once you have made that decision, what is going to differentiate you from the competition in your market? Just because you put up a website and print some business cards does not mean you are going to be successful in this industry, particularly when there may be some well-established companies in your area that provide great service and have already captured good market share.

I

do consulting work throughout the pet industry, not just the pet-sitting industry. A great benefit of this total industry perspective is that I am regularly reading and observing pet industry trends and statistics. Trust me, the pet industry is evolving constantly! From the emergence of pet tech wearables, to changes in food and nutrition, to the impact Millennials have on pet products and services, the focus within the pet industry is always changing.

One big change over the past few years in particular has been the emergence of tech companies into the space like Rover, DogVacay and Wag. For better or worse, these companies have changed the landscape of pet sitting.

Instead of getting mad about these new players, I recommend looking at how you can take advantage of their presence in the market.

You may have noticed these companies cater their marketing to dog owners. Many locally-based pet sitting companies also choose to do this, and large percentages of their overall revenue are regular dog walks. There is a lot more competition for the dog service “dollar” these days. Because of this intense competition, what segment of the pet population is getting overlooked?

Well, hello, CATS are being overlooked! Cats outnumber dogs as the preferred pet in America.

According to the 2017-2018 APPA National Pet Owners Survey, there are 94.2 million cats in American households versus 89.7 million dogs. While cats might not need daily cat walks (though trust me, this trend is growing, too), they still need pet care.

Professional Pet Sitter · Fall 2017

I often am asked to review a pet sitting company’s website and social media presence.

Many times I am asked why they aren’t getting more pet sitting business when they want both dog walking and pet sitting clients. When I look at their website, I see one cat picture for every

What do you do or know how to do that is unique?

If you are knowledgeable about parrot care or pocket pet care—or cat behavior­— are you making this clear in your marketing efforts?

Have you thought about what segment of customers is being ignored in your market that you could possibly fill a void with? seven or eight dog pictures. As a cat parent, I would likely not choose to use a pet sitting company who does not appear to prioritize cats in their marketing. If cats are an afterthought in a company’s marketing, it leads me think that

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cats may not be prioritized in the company’s pet care, either.

One of the pioneers in having a cat-focused pet sitting business is NAPPS member Jessica Dwyer from Whiskers at Home in Bellevue, Washington. Several years ago, Dwyer chose to focus her business exclusively on cat sitting. At the time, several people within the pet industry advised her against doing this, that there just wasn’t enough of a market for it.

Her business started small, but has grown annually and today is truly thriving. She has a waiting list for new clients because she cannot find quality cat sitters to keep up with her demand. What Dwyer tapped into was that cat people were thirsting for a service that really spoke their “language” and catered to their needs. She was right. By combining her passion for cats and catering to the needs of cat owners, Dwyer has been able to build a strong, highlyrespected business.

If you are struggling with how to differentiate yourself amongst the competition in your market, I recommend first doing an honest self-assessment. What do you do or know how to do that is unique? If you are knowledgeable about parrot care or pocket pet care—or cat behavior­—are you making this clear in your marketing efforts? Have you thought about what segment of customers is being ignored in your market that you could possibly fill a void with?

I believe cat owners are seriously overdue for some additional marketing attention. Could cats be the “next big thing” for your business?

Think about choosing to find an underserved part of your market if you want to find a way for your business to stand out a bit more from the crowd. n Erin Fenstermaker is a small business consultant specializing in the pet industry. A certified dog trainer, Erin was also a part-time pet sitter for seven years while working full-time as a small business chief operating officer. Learn more at www. erinfenstermaker.com.

www.petsitters.org

B USINESS

By Arden Moore

Yikes! I Lost My Client’s Dog! Arguably one of the biggest fears facing responsible professional pet sitters is the possibility of losing a client’s dog. It happens. It hurts.

And, there are certainly many lessons learned.

Let’s illustrate with a tale shared by a pet sitter who bravely posted her experience on her Pet Parenting column in the hope of helping other pet sitters to take needed steps to reduce this situation.

W

endy Newell of Grade A Dog Sitter writes this first sentence in her post: “My worst nightmare came true when one of the dogs in my care, a Chihuahua named Nikki, ran away and was gone for more than four days.”

Nikki was staying at Newell’s house and got along with her own dog named Riggins. She writes: “I had been lounging most of the morning, walked to the back door and opened it to let Riggins out. I had assumed that Nikki was still in my bedroom and on my bed. Never assume.”

Nikki bolted out the back door of her home, being briefly spotted by Newell a couple times in the first hour as she ran up and down the neighborhood barefooted.

She quickly assembled a list of friends to search for Nikki. Someone reported seeing her on a hill above a freeway. She left Nikki’s crate on that hill with a pillow, food and water in hopes of luring her back. That night, she returned to the hill with her flashlight. And happily discovered Nikki inside the crate.

It has been 108 hours since she disappeared.

“The time Nikki was on the run came with a number of lessons,” she writes. “Never give up faith. Caring friends and family are amazing people to have in your life.”

Keep in mind these important points: • As professional pet sitters, word-ofmouth comments from clients can boost or damage your reputation.

No one wants to be the pet sitting company that lost a client’s dog.

• Pet sitting is more than a job – you are caring for beloved pets. Clients are entrusting you with the care of their four-legged members of their family.

• Always keep the safety of pets under your care as a top priority. Double check to make sure that doors are shut, fence www.petsitters.org

gates are closed and dogs are properly leashed and/or harnessed on walks.

• Remain calm and focused in an emergency like dealing with an injured or lost pet.

If a dog under your care does dash off, here are some tips from PetFinder.com: 1. Notify the owner. Apologize and then work together on a plan to find the dog.

2. Think about the most likely reason the dog ran away.

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3. Factor in the size and fitness of the pet.

4. Draw a circle around the location where you lost the pet. Should that search circle be a half-mile? Five miles? You decide.

5. Identify places in that circle you think the pet would like go to find company, comfort and food.

6. Reach out to people in that circle, especially postal carriers, employees who read gas meters as well as those who deliver packages. Share a photo (if available) of the lost dog with them as well as with neighbors who have pets.

Give them your cell phone number.

7. Create big, colorful signs about the lost dog that will catch people’s attentions.

Put the word, “Reward,” in big letters to emphasize the importance of finding this dog.

8. Post the lost dog info on neighborhood sites such as Next door.

9. Alert area animal shelters. n

Professional Pet Sitter · Fall 2017

B USINESS

Inside Tips on Applying for NAPPS Business of the Year Receiving the NAPPS Business of the Year honors does change your life — for the better. And, to prove it, we polled some of the recent winners.

Some, like Joette White of Park Cities Pet Sitter, Inc. in Dallas, operate among the nation’s largest professional pet sitting businesses. Others like Jessica Dwyer, of Whisker at Home, LLC in Bellevue, WA, purposely focus on serving a niche market — cats.

And, winners are not restricted to the United States as Carol Corera of Flying Duchess Professional Pet Sitting in Toronto, Canada can attest.

To help inspire you, motivate you and perhaps help you in shaping your application, wee pitched four key questions to recent recipients.

Question #1: What motivated you to submit your application for the year that you did receive the honor?

2014 award recipient Heather Branch of Best Friends Forever Pet Services, LLC in San Fernando Valley, CA: “By the middle of 2013, my company and my mentor’s company had merged and business was on a huge upswing. I also knew at that time that 100 percent of our clients were thrilled with our growing business and that there would never be another time that we would experience such excitement, enthusiasm and buzz about BFF.” 2017 award recipient Joette White of Park Cities Pet Sitter, Inc. in Dallas: “We have won many local awards and have worked hard to be the best in our market. We wanted to see if we had enough to win this coveted national title.”

2015 co-recipient Jessica Dwyer of Whiskers at Home, LLC in Bellevue, WA: “In 2013, we switched to providing service for cats only. It was the right time to do it.

Finding a niche is super important in your business and that makes you stand out. Yes, it can be scary and an overwhelming process to fill out the application, but it is so worth it. Personally, Professional Pet Sitter · Fall 2017

I learned a lot about me and my business. Even if you do not win, you win by getting to know yourself better. It is definitely worth it.”

Question #2: What is a time-saving tip you can pass on to NAPPS members in filling out this award’s application?

2013 award recipient Becky O’Neil of Becky’s Pet Care in Alexandria, VA: “Make a list of what you must accomplish each day and set time limits for each item. Hold yourself accountable to your list. Prioritize your list and do the biggest priority first.”

2016 award recipient Carol Corera of Flying Duchess Professional Pet Sitting in Toronto, Ontario: “If possible, upload the nomination form to your website and send a link to your clients so that they can fill and submit their referrals to you online. There are a lot of modern applications today that can capture each unique submission with time, date, location stamp and/or signature of the person submitting the referral.”

Question #3: What advice can you offer applicants in finding clients to give testimonials?

White: “I found this part of the application very easy. We simply emailed our longtime clients and asked. They were thrilled to brag on us.”

Corera: “Make it as easy as possible for the clients to give their testimonials. Integrate the testimonial request with the review of the service that you just provided. If you give them a “welcome home” email each time service has been completed, integrate the NAPPS testimonial request with that email.”

Dwyer: “I chose three key clients to ask for testimonials. And, each provided long testimonials filled with plenty of examples of our quality of care.”

Branch: “I printed out the form that explained what the award was and I didn’t have to do much except point my clients in the right direction.

We got some amazing testimonials that brought tears to my eyes because it just showed how much our service really meant to people.”

Question #4: How has winning this award impacted you and your business?

Branch: To have won such a prestigious award really gives a superior stamp of confidence about our business on our website when people look us up. This award is an internal reminder that every single day, every single job to do our best. It gave me ground-floor confidence.”

O’Neil: “It helps validate all your hard work and dedication 24/7, 365 days a year. It definitely can help to boost business and brings many opportunities to help other businesses.

Send out a press release, add it to your website and really promote your great achievement!”

White: “It gives us more credibility. Others in our market

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www.petsitters.org

By Arden Moore

may have local awards, but how many can say they have won a national award from an organization that sets the national standard? Both our staff and our clients are very proud!”

Corera: “Prior to winning this award, I always felt that I and the business was just a fluke, like something I just got lucky with. Now, I have grown more confident in myself and my abilities. And the business has grown in credibility and clients.”

Need more guidance? Dwyer created a very detailed presentation presented at a NAPPS webinar about 18 months ago.

Here is the link to access her presentation: http://www.petsitters.org/ docs/BOY_Why_Not_You_2017_Revised.pdf

Business of the Year Award Recipients Here is a list of the recipients of this prestigious honor dating back to 2007: 2017 – Joette White, Park Cities Pet Sitter, Inc., Dallas, TX 2016 – Carol Corera, Flying Duchess Professional Pet Sitting, Toronto, ON 2015 – Jessica Dwyer, Whisker At Home, LLC, Bellevue, WA Lori Genstein, I’ve Got the ‘Scoop’!, LLC, Palmyra, NJ 2014 – Heather Branch, Best Friends Forever Pet Service, LLC, San Fernando Valley, CA 2013 – Becky O’Neil, Becky’s Pet Care, Alexandria VA 2012 – Isabel Alvarez, The Wag Pack, Alexandria VA 2011–- Debra Farrington, Debra Farrington’s PetSitting Etc., Hershey PA 2010 – Ali O’Connor, Inko’s Pet Sitting, LLC, Naples FL 2009 – Christi Fries, Terrapin Pets, LLC, Beltsville MD 2008 – Beate Spear, The Purrfect Nanny Dacula GA 2007 – Danielle Vasta, Bella’s House & Pet Sitting, Scottsdale AZ

Details About Applying and Benefits of Being Chosen The Business of the Year Award is presented annually to one NAPPS member who has demonstrated outstanding business practices and vision in maintaining and growing their business. And the deadline is fast approaching. Applications must be received at NAPPS headquarters by September 18.

Member businesses who wish to apply will be required to address each of the following areas: • Vision/purpose of the business • Response to businesses challenges • History and market • What makes their service different than other pet sitting services • Management philosophy • Community involvement The selection committee seeks applicants who demonstrate excellence in each category.

The award winner will receive: • Complimentary participation to the NAPPS 2018 Education & Networking Forum, inclusive of registration, lodging, and transportation • Professionally customized public relations press release prepared by the national office to be released to your local media • Your company logo displayed on the NAPPS website for one year • Recognition of your company during the NAPPS 2018 Education & Networking Forum • Recognition of your company in the Professional Pet Sitter Magazine • Indefinite use of the “NAPPS Pet Sitting Business of the Year 2018” logo Your business can be nominated for this award. Encourage your clients to nominate you!

Applications must be received at NAPPS Headquarters by September 18. The profile of the winner will appear in the Winter 2017 issue of the Professional Pet Sitter Magazine. The 2017 recipient was Joette White, president of Park Cities Pet Sitter, Inc. in Dallas. www.petsitters.org

For complete details and an application, please visit the Member Recognition Section of the NAPPS website — http://www.petsitters.org/ member_recognition.php.

In addition to the Business of the Year Award, several awards are given to members who are recognized for their outstanding service to NAPPS. These volunteers exemplify the dream volunteer. They work in a professional, positive and enthusiastic manner, often asking “what can I do to help?” This volunteer sets their own agenda aside to work for the benefit of NAPPS members. These awards are presented at the NAPPS Annual Conference Awards Ceremony: Commitment to NAPPS Award – The award winner is selected by the President in recognition of his/her tireless commitment to NAPPS and NAPPS members.

Members in Action Award – Recognizes members for outstanding service to NAPPS and NAPPS members. Award winners are selected by committee chairs and receive: • Complimentary registration to the Forum • Lodging accommodations for two nights at the Forum President’s Award – Is bestowed by the President on a member who takes on tasks others dare not tackle and then performs at a high level. When there are setbacks, she/he adapts and figures out a way. In short, she/he is a role model for others to follow.

Spirit of NAPPS Award – Is selected by the president and is presented to a member who demonstrates professional, positive, enthusiastic and selfless dedication to NAPPS. n

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Professional Pet Sitter · Fall 2017

Stride for Stride with Lennox Armstrong The NAPPS Member in Action Winner Caters to Pets and Clients

By Arden Moore

T

wo decades ago, Lennox Armstrong was a struggling actor looking for a new leash on life. And, he found one by starting a professional dog walking and pet sitting company in Chicago called Canine Care that continuously reaps rave reviews from clients and appreciative praise from his staff.

For his continued commitment to dogs and to NAPPS, he has earned the prestigious Member in Action Award. This award is given annually to a NAPPS member who has demonstrated outstanding service to NAPPS and NAPPS

Professional Pet Sitter · Fall 2017

members. Armstrong has been a NAPPS member since 1998, served on the Pet Parent Resources Committee since 2016 and is a member of the Forum Committee. As this year’s recipient, Armstrong receives: • Complimentary registration to the 2018 Education and Networking Forum • Lodging accommodations for two nights during the 2018 Education and Networking Forum • Spotlight in this issue of the Professional Pet Sitter Magazine • Several spotlights via social media

Regarding Armstrong’s selection, NAPPS President Yvette Gonzales, of As You Wish Pet Sitters, says, “Lennox has been a valuable committee member over the past several years. We look to him for his opinions, his enthusiasm and his leadership. He’s always eager to help out in any way he can and carries out his tasks with such a pleasant attitude. I love working with Lennox, he’s an absolute pleasure and asset to NAPPS!” Leaders in the pet industry also recognize his contributions. Writes Jamie Migdal, founder of FetchFind, “Since the first time I met Lennox at APDT (Association of Professional Dog Trainers) in 2016, it was immediately apparent that he not only enjoyed his place in the pet industry, but he also respected it. Our first conversation was about his focus on staff development and wanting to provide a unique experience for his team. Once

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he understood FetchFind’s product offering, he became a client and has been very engaged with our education since. I love watching his continued growth within NAPPS and he makes me feel so optimistic about the future of pet care.”

Today, Armstrong, 47, enjoys being a teacher to up-and-coming professionals in the pet world as well as continuing to be a student, picking the best to learn from. He chaperones new members of his team on dog walks and helps them hone skills to anticipate all possible scenarios to keep themselves and dogs under their care safe.

“I help them create as many options as possible on walks so if the original plan hits a detour, then there is an easy alternative,” says Armstrong. “Some people inquiring about becoming a dog walker think that it is a job that doesn’t require much training and that it is just about holding the leash and walking along. I look to hire people who are excited about learning more about animal training and behavior and who have good people skills.”

Canine Care employs about 35 dog walkers plus a few managers.

In the competitive Chicago market, Armstrong also continues to find ways to spotlight his company’s values. For example, he offers GPS tracking service for clients so they can be alerted on their phones or computers when their dogs are picked up for walks, the actual route and duration and when the dog is safely back inside their homes. www.petsitters.org

“Hey, it keeps us honest and if a customer wants us to mount a camera on our heads when we walk their dogs, I’m fine with that, too,” he adds. “They just want to trust us and see that we are doing what we are supposed to be doing for the amount of time scheduled with their dogs.”

He also encourages his walkers to tag along with renowned dog trainers and behaviorists as he has done since the beginning.

“I look at it as a free educational opportunity,” he says. “This is a chance to exchange information with the best.”

Nicole Stewart, a professional dog trainer and director of Canine Training & Behavior for Paradise 4 Paws, AnimalSense and Pooch Hotel in Chicago, has been mentoring Armstrong for about 17 years. The two first met when both were members of a small theater company that presented Shakespeare and contemporary plays.

Respecting her knowledge of dogs, Lennox would often shadow her and consult her.

“I admire his compassion and patience with people and dogs as well as his follow-through and thoroughness he has with clients,” says Stewart.

She shares an example of Armstrong’s commitment. Stewart and he had a mutual client who had three dogs in need of training.

She invited Armstrong to join her in some of the training sessions with the family and the dogs.

“I was so impressed with Lennox’s willingness and commitment to this family and my training directives,” says Stewart. “Not only did he and his walkers continue the training with this family, he still keeps me in the loop on how things are going.”

Armstrong sees the many benefits of being an active NAPPS member.

What Clients and Staff Say About Lennox Armstrong Employee Maria Lazarus: She has worked on and off at Canine Care since 1999. “It was that year and that meeting with Lennox that opened many doors for me. I was at a crossroads in my life, going through a divorce, being a single mom of a 4-year-old girl with special needs. I had to leave a corporate career in order to care for my daughter. I needed to find a job that offered flexibility. Lennox gave me a chance to learn not only how to walk dogs, but a lot about business, dogs and people. He offered me not only flexibility in work hours but also compassion. He is successful because of his compassion, caring and eagerness to share his knowledge of dogs, business and people.”

Client Kristen Kettle: She has relied on care for her two dogs, Dixie and Vienna. “We have full trust in Lennox and his team to look after our girls who we love very much. We have one primary walker, Ivan, but everyone who fills in for him when he is off work has been really nice, reliable and trustworthy. Most importantly, Dixie and Vienna seem to be delighted to see them when they arrive. Lennox and his team embody a “make it happen/nothing is too difficult” attitude. We are lucky and extremely grateful to have found them and I would recommend Canine Care to anyone.”

Client Jill Anderson: She has used Canine Care for about 20 years. Her current dogs are Ozzie, a 13-year-old miniature poodle mix, and Tebow, an eight-year-old mixed breed. “Neither dog came to me with great leash manners. Tebow, in particular, is highly reactive to other dogs on the leash. Lennox and his dog walkers were great resources in helping me develop strategies for walking him. Tebow has improved a lot over the years and a lot of the credit goes to Canine Care. Lennox is the kind of person who inspires trust from the first time your meet him. And then he proves over and over that he is worthy of that trust.”

Ericka Ellinger owns EZ Quality Pet Sitting: She occasionally does dog walking for Canine Care. “Lennox has taught me how to believe in myself more as a professional and to be more consistent in the service I provide. He is wonderful and easy to work for. We have great communication between the two of us, customers and employees and we always help back each other up when we need help. I value Lennox immensely and he has greatly influenced my life in a very positive way.”

“NAPPS is a professional organization that takes education seriously,” he says. “There is no end to learning. When I learn something, I pass it along. I’ve attended many NAPPS conferences and look forward each time to the networking and

exchanging of ideas from other members. I learn a lot from the NAPPS message boards as well.”

His parting message: “Learning and teaching is very important to me. To make a difference, you need to pay it forward.” n

More about Lennox and Canine Care How he got his name: He was named after his great uncle, Lennox, who is from Scotland. Interestingly, Lennox and Armstrong are names of major air conditioning companies. “I get a lot of references to Lance and Neil Armstrong.”

College background: He majored in English from the University of Oregon and remains loyal to the Fighting Ducks.

Fun fact: He biked throughout Europe after graduating from the University of Oregon in 1992.

Childhood pets: He grew up with Siberian huskies.

His first dog as an adult was Jackson. Another dog named McKenzie he nicknamed Litmus because of her lifelong ability to communicate clearly to puppies and dogs she met.

His dog walking beginnings: He started walking dogs in October 1992 while attending film and theater class at Columbia College in Chicago.

“I would stick a flyer in mailboxes whenever www.petsitters.org

I heard a dog bark in the neighborhood. This was back when you had to rely on the Yellow Pages for any advertising and of course, when I started my business, I had to wait six months to get into the Yellow Pages.”

Family: He and his wife, Alexis, enjoy spending time with their daughters, Jolie, age 13; Mila, age 10 plus miniature Schnauzers Higgins, age 10 and Suki, age 2.

Canine Care motto: “More than a walk: The Dog Walking Company Trainers Trust.”

Learn more at www. caninecare.com.

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Professional Pet Sitter · Fall 2017

D

usty was a black-and-white cat who hissed, swatted and squirmed anytime a veterinarian or veterinary tech tried to restrain her to do an exam or worse, attempt to draw blood or give a necessary vaccine injection.

This same cat, however, transformed into a picture of serenity and calmness when she had tiny needles strategically inserted on her body during acupuncture treatments.

“The big surprise is just how many cats will sit still and accept acupuncture needles,” says Polly Fleckenstein, DVM, MS, a certified veterinary acupuncturist and certified veterinary spinal manipulative therapist at the Veterinary Medical Center of Central New York. “Dusty was my cat.

She suffered from seizures, but hated being handled. But once we added acupuncture to her care, she stopped having seizures and she never reacted negatively to the acupuncture needles.”

Nick, a 12-year-old mixed breed, is a regular canine patient at Cornell University’s School of Veterinary Medicine in Ithaca, N.Y. Every week to two weeks, his owners bring in Nicky to receive electroacupuncture treatments to address his aches and mobility issues associated with chronic arthritis.

“He develops a spring in his step after each treatment,” notes Joseph Wakshlag, DVM, Ph.D., chief of the Sports Medicine and Rehabilitation Service at Cornell who, with Curtis Dewey, DVM, is board-certified in acupuncture and offer this therapy at Cornell.

The field of veterinary acupuncture is drawing the interest of more conventionallyschooled veterinarians – and pet owners. As a professional pet sitter, knowing a bit about this modality can prove to be of benefit to your clients. The study – and interest – of acupuncture on pets is on the rise. Acupuncture Professional Pet Sitter · Fall 2017

The ABCs on Acupuncture for Cats and Dogs

By Arden Moore training programs have steadily experienced increased enrollments since the mid-1990s, according to the American Academy of Veterinary Acupuncture. The AAVA was admitted into the American Veterinary Medical Association’s House of Delegates in early 2014.

Dr. Fleckenstein has incorporated acupuncture in her practice for the past two decades. She believes that more pet owners see the benefits of integrative medicine and want the same type of care for their pets.

“More owners are willing to do more for their pets in terms of medicine, pain management and nutrition,” she says. “People see the benefit of acupuncture on themselves.

They are looking for that extra little bit that may improve the quality of life for their pets and acupuncture is a viable option.”

Adds Dr. Wakshlag, “Acupuncture is a modality that should be actually mainstreamed.

Using the word, complimentary, is now a bit of a misconception.”

Acupuncture is a 2,000-year-old Chinese healing art that is fast-becoming a popular therapy for use on 21st Century pets: dogs, cats, horses and even birds. It can boost blood circulation and spur the release of endorphins (pain-controlling hormones) and cortisol (anti-inflammatory hormones design to regulate stress within the body). The goal of acupuncture is to promote the body to heal and unlike conventional medications, it lacks potential adverse side effects.

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A common type of acupuncture performed on cats and dogs involves the use of tiny needles strategically placed so as not to send any pain signals to the brain. On average, 20 to 30 needles are placed, depending on the health needs of that specific pet. These needles are inserted into body tissue where blood vessels and nerve bundles merge.

In fact, many patients relax and even fall asleep during the treatment that can range from a few minutes to up to a half hour.

In her practice, Dr. Fleckenstein incorporates acupuncture in treating cats with kidney failure, heart disease, asthma, diabetes and to some extent, arthritis, stomatitis and gingivitis. Acupuncture can assist in inflammatory conditions and help support immune systems.

“I’ve had some paralyzed cats whose mobility has improved and I treated a cat who had elevated kidney levels for three to five years,” she says. “After steady acupuncture treats, his kidney levels came back to normal. We can’t prove that acupuncture was responsible for the improvement, but we did not change anything else in our treatment.”

Other types of acupuncture include: • The use of lasers to provide needle-less treatments, an advantage for pets who don’t tolerate needles.

Aqua acupuncture involves the injection of needles containing medicinal herbs or vitamins that are injected into the body. www.petsitters.org

• Moxabustion applies a warm Chinese herbal compound to the needles to provide added heat to treat joint stiffness and muscle soreness.

• Electroacupuncture involves electrodes hooked up to the needles to deliver a mild, steady electric current to stimulate nerves damaged by injury or trauma.

In general, acupuncture tends to be painless and safe and can be combined with medicines and other treatments with no side effects. Used to stimulate the body to heal itself, acupuncture can benefit cats and dogs facing these conditions: • Arthritis • Sore muscles and joints • Muscle spasms • Degenerative joint disease • Paralysis • Digestive issues, including constipation, diarrhea and vomiting • Cushing’s disease (dogs) • Hypothyroidism (dogs) • Diabetes • Heart disease • Kidney disease • Liver disease • Ruptured discs • Cancer • Dermatologic conditions, including allergic dermatitis and lick granulomas • Asthma and other respiratory problems • Epilepsy and seizures • Weakened immune system

In addition, acupuncture is employed to maintain the health of dogs active in such sports as hunting, agility and fly ball.

Dr. Fleckenstein believes more pet owners are seeing the benefits of integrative medicine for themselves and want the same type of comprehensive health care for their pets.

“More owners are willing to do more for their pets in terms of medicine, pain management and nutrition,” says Dr. Fleckenstein, who has practiced veterinary acupuncture for two decades. “Pet owners are looking for that extra little bit that may improve the quality of life for their pets and acupuncture is a viable option.”

To maximize the benefit of the acupuncture session, the dog under Dr. Fleckenstein’s care, enters a quiet room with dimmed lighting with their owner present. Dogs relax on blankets or comfortable bedding during the treatment.

“Owners need to relax as much as possible because their dogs read their energies,” says Dr. Fleckenstein. “I’ve had some owners fall asleep next to their dogs who also fall asleep.”

Acupuncture is considered quite safe with the biggest precaution in making sure a dog does not lick and swallow an acupuncture needle.

“I’ve inserted 100,000s of needles and only 1 dog has swallowed one needle,” says Dr. Fleckenstein.

The number of acupuncture treatments depends on the dog, but on average, the treatments are weekly with the goal of extending to maintenance visits every month or six weeks.

“People see that they are investing in the quality of the health of their pets with these

acupuncture treatments,” says Dr. Fleckenstein.

“After an acupuncture treatment, we advise that the dog take it easy — no big, long walks — and make sure the dog drinks plenty of fresh water.”

Treatment sessions, on average, range in cost between $50 and $100. Acupuncture may qualify for pet insurance but coverage varies. A check of five pet insurance companies found one company that covers acupuncture if it’s performed by a licensed veterinarian for a covered accident or illness, but excludes acupuncture as preventive or routine care. Another company requires the owner to purchase an additional coverage for acupuncture reimbursement.

Many dogs display an eagerness for acupuncture treatments. Sophie, an eight-yearold spayed Labrador retriever, had a lifetime history of urinary incontinence and developed an adverse reaction to medication. Three years ago, her owners took her for regular acupuncture treatments performed by Dr. Fleckenstein.

“Within two months of weekly treatments, there was a significant decrease in her leaking,” says Polly Fleckenstein. “In the past 18 months, Sophie has only leaked three times and she now only needs to come in every six weeks for acupuncture treatments.”

Is acupuncture the answer for a pet’s health?

“With acupuncture, you may not cure the problem, but you can slow it down and make the quality of life better for that pet,” says Dr. Fleckenstein. “I’ve been amazed by how well cats and dogs do.” n

Selecting a Veterinary Acupuncturist If you are considering acupuncture care for your cat, seek a veterinarian certified in this field from one of three associations: • International Veterinary Acupuncture Society – www.ivas. org. This group has more than 1,800 members.

• American Academy of Veterinary Acupuncture – www.aava.org.

This group has more than 900 members.

• Chi Institute of Traditional Chinese Veterinary Medicine – www.tcvm. com. www.petsitters.org

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Professional Pet Sitter · Fall 2017

Decoding D-O-G-S Really understanding dogs involves listening, watching and more.

By Arden Moore

D

uring your visits to care for dogs of your clients, do you experience a case of canine confusion? By that I mean, you really don’t know what the dog is trying to communicate to you.

Dogs come in all sizes, breeds and temperaments. But dogs never lie or deceive.

Their body languages and vocalizations are consistent. Their “talk” is always clear whether they are communicating with people, each other or even feline housemates.

Dogs deliver messages via their postures, tail positions, tail movements, eyes, actions, sounds and much more. They do their best to deliver their canine cues to us, but sometimes we misinterpret their signals. We may quickly declare a dog who spills his kibble on the kitchen floor to be a finicky, messy eater. But the real reason may be that he is enduring undiagnosed mouth pain because of a broken tooth or infected gums. We fail to distinguish the “bark-bark-bark” that a client’s dog sounds to alert the approach of a delivery work from the “bark-bark-bark” that he uses to convey sheer boredom or his need for purposeful play.

In my book, “What Dogs Want: A Visual Guide to Understanding Your Dog’s Every Move,” I decoded 100 postures, expressions, sounds and actions. Here are five examples to help you improve your “dog chat” with canines under your care:

Finally, shrinking in size is also a sign of respect conveyed by a young pup toward a confident adult dog.

How to Respond: Dogs who cower need a confidence boost. This can be accomplished by giving them a little time and space during your initial visit with the client and during your first solo visits to care for the dog. When the dog crouches low and perhaps licks his lips and avoids eye contact, this is your cue to sit down quietly on a chair or the floor a few feet away.

Speak in a calm, upbeat tone and avoid making fast or exaggerated hand gestures.

Give this dog a chance to download you on his time schedule. Try tossing a treat his way.

If he does approach, let him sniff you. Do not reach your hand out over his head because he may perceive this as a threatening gesture and snap or bite you out of fear.

STIFF TAIL WAGGING

What the Dog Wants: Tailspeak is clear and candid, and is never deceptive.

The dog is declaring to others to keep their distance when he strikes a tense body

How to Respond: Heed the dog’s message not to engage. Do not rush in to try to pet a dog who is still sizing you – and the situation – up. He is deciding whether to stay and fight or to flee. Do not stare directly into his eyes because he will perceive this action as threatening.

Look at the dog’s entire body posture, especially in dogs with cropped or docked tails, such as Doberman Pinschers, Boxers and Bulldogs. Toss a treat to a weary dog when he makes this

COWERING

What the Dog Wants: Submissive dogs have no qualms about being labeled cowards, but they stop short of sporting signs on their backs that read, “Bite me.” They purposely make themselves small to communicate that they come in peace and pose absolutely no threat.

It is the canine version of waving the white flag of surrender.

Some dogs cower because they have been victims of past physical abuse. These dogs sulk in order to protect themselves and to plead the case to leave them alone and unharmed.

Professional Pet Sitter · Fall 2017

pose, stiffens and slows his tail movement to mimic the beat of a metronome. If you or another dog invades his perceived safety zone, he will snarl, lunge and may even lash out.

A confident, alert dog hoists his tail up and makes slow side-to-side sweeps as he focuses on a situation and decides how he is going to act and react. This tail posture signals highranking status in the dog world. A dominant dog wags his tail stiffly and slowly when he is being approached or when he confronts another dog.

In response, the lower-ranked dog usually avoids direct eye contact and lowers his tail.

Different dog breeds carry their tails at different heights, but in general, dogs who are concerned, focused and ready to go into attack mode keep their tails stiff and parallel to the ground or raised. Some breeds that have curled tails, such as the Basenji, increase the tightness in their tails in these scenarios.

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www.petsitters.org

posture to try to shift his mood from cautious to calm. Do not attempt to hand-feed this dog or you may get bit.

YAWNING

What the Dog Wants: Yawning is more apt to indicate stress than fatigue. It is one of the primary go-to calming signals that dogs use. The maneuver is employed to diffuse a potentially explosive situation.

Some dogs, especially intelligent ones who catch on to new tricks quickly, grow tired of long, repetitive training sessions. They may start to yawn and scratch their heads with their back paws as a way to relieve stress, take a break from concentrating too much and to re-energize.

Just like people, dogs yawn when they are bored and tired of dull routines. They also yawn when they see another dog or person yawn. For unknown reasons, yawning can be contagious.

How to Respond: Take a break from the intensity and duration of a training session when a dog starts yawning. He is trying to tell you that he needs a rest. Dogs learn best in minisessions. Slowly build, step-by-step, on each success with each training session.

Be clear and concise in communicating with dogs. If you give conflicting signals or confusing commands, the trying-to-please dog may respond by yawning because he is stressed and anxious. To calm an anxious dog, get his attention, lick your lips and make a big yawn yourself.

Do not fall into a rut with the dog’s daily walks. Break up the routine by taking him to a new place to give him new places to sniff and explore.

NIPPING

What the Dog Wants: Young puppies nip when they play. Puppies understand that a nip is part of the sport of tussling with their siblings or another puppy. When they leave the litter and go to a new home, a puppy usually brings this habit with him. Unfortunately, puppies often extend this type of play to people.

Adult dogs use nips as warnings, to send the message that they are dominant or that they want you to stop whatever you are doing because they are hurt or feel afraid. Dogs who nip because they think they make the rules are the most dangerous nippers of all.

If you want to move the dog from the couch or bed and he nips at you, he is telling you, “I am in charge and I say back off.”

Some dogs nip because they have an www.petsitters.org

instinct to herd. Dogs who are bred to interact with livestock are naturally nippy because their teeth are a good weapon against stubborn sheep or cattle. For these dogs, nipping is part of their herding styles. Examples are corgis, border collies and Australian shepherds.

How to Respond: Although puppies are being playful when they nip, this action is another one of those unacceptable behaviors that should be strongly discouraged. The best way to do so is to stop interaction with the puppy and even let out a loud, “Ow!” if he gets nippy.

He will soon learn that this action means the end of contact with you and the end of a good time with you.

Herding breeds need to be taught from a young age that they are not allowed to nip at people. A consistent and firm “No!” and the termination of the play session

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should be enough to get the message across.

Finally, you do not want the client’s dog to be calling the shots during your visit. Pushy, bossy dogs need to learn that you are the leader and the keeper of all good resources: food, play and attention.

PANTING

What the Dog Wants: Some dogs pant when they are too hot, scared or physically exhausted. All of these reasons can raise the dog’s body temperature.

A couple degrees above a dog’s normal body temperature (ranging from 100 to 102.5 degrees Fahrenheit) can signal a health concern. Dogs do not sweat through skin pores like people do, but rather through the pads on their feet.

Overheated dogs leave wet paw marks on the floor caused by sweating.

Some dogs pant because they feel scared, anxious or tense — emotions that can raise body temperatures and trigger panting episodes.

How to Respond: If the panting is due to the dog becoming overheated, get him into a ventilated area and cool him down slowly by placing his paws in cool (never ice cold) water and placing cool wet towels on his abdomen area. Do not use ice as the extreme change in temperature can shock a dog’s body.

Never put a dog in a crate in the corner of a room covered with towels. You will block any ventilation and he may start panting because he is overheated. Do not overexercise a dog, especially on a hot day by taking him for a long run. And, it goes without saying, never leave a dog inside a closed car on a warm day. The temperature inside a vehicle quickly spikes and can resemble that of an oven. n Professional Pet Sitter · Fall 2017

NA P P S ME MBE R B EN EFI T S ABOUT YOUR ASSOCIATION

Pet Parent Membership as easy as 1-2-3 Did you know that pet parents are eligible for NAPPS membership?

NAPPS pet sitter members are able to “gift” memberships to clients, friends, and family — whomever for only $10 per year!

Benefits of membership are as follows: 1. A “welcome kit” which includes [1] tote bag with NAPPS logo, [1] car magnet, [1] chip clip and [1] pet first aid kit 2. Quarterly 1 hour teleconference with related pet parent topics 3. Quarterly electronic newsletters with related pet parent information 4. Access to related articles from the Virtual Library 5. Coupons and discounts 6. Links to various resources on the NAPPS website

Download a flyer today and provide your clients with the information they need to become a NAPPS Pet Parent Member!

The flyer is available in a black & white version here, if needed.

Pet Parents, Join Us Today, Education, Benefits, Resources.

Since 1989, the National Association of Professional Pet Sitters has been providing education and resources to professional pet sitters. We are the only non-profit national organization for professional pet sitters. We are member-run and member-driven.

NAPPS now extends membership to you, the Pet Parent! Let’s take a closer look at how a NAPPS membership can improve and enhance your relationship with your pet.

Exclusive benefits offered to NAPPS Pet Parent members:

Pet Parent Membership as easy as 1-2-3 1. Visit the National Association of Professional Pet Sitters website at: www.petsitters.org

2. Click on the Pet Parent tab 3. Click on Membership and follow the prompts Your welcome e-mail will arrive shortly and you can start enjoying your membership right away!

• Virtual library of informative articles • Quarterly Pet Parent teleconference with special guest speakers • Quarterly e-newsletters • Coupons and discounts • Emergency Preparedness Documents • Pet Parent Message Board • And Much More

Market yourself and Pet Parent Membership!

Include the flyer (right) on your website, social media outlets, meet & greet packets, email correspondence, etc. n

Professional Pet Sitter · Fall 2017

www.petsitters.org

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www.petsitters.org

NA P P S IN THE NE WS NAPPS PR EFFORTS Your association has an active public relations and marketing campaign that raises the visibility of NAPPS and its programs, and establishes NAPPS as the authority in professional pet sitting.

Each month, the NAPPS PR team provides regular story ideas to national media outlets designed to increase awareness of the organization and the entire profession.

PR efforts have surpassed many milestones!

• NAPPS has a total number of Facebook “likes” of over 5,440.

• NAPPS has increased the number of Twitter followers to 5,980 as of September 11, 2017.

• NAPPS is helping to increase awareness of pet safety and caring for animals during extreme weather conditions through shareable content like digital media and infographics. n

Fireworks Scare Pets!

May 26th 8,501 people reached

It’s Int’l Hug Your Cat Day! Don’t forget to give your cat an extra squeeze today! #NAPPS 1,337 people reached

The ASPCA reports that approximately 1.6 million shelter cats are adopted each year. While this number is great, there are still a lot more that need homes. Support #ASPCA Adopt a Shelter Cat Month and adopt a cat today! #NAPPS June 20th 840 people reached

The heat is on! Here are some helpful and important tips to remember during the summer to keep your pets safe and cool. #NAPPS June 17th – 767 people reached

We have some exciting news...

July 29th 537 people reached

#NAPPS welcomes new Board Member, Heather Branch! July 1st 3,150 people reached

It’s National Pet Fire Safety Day! 672 people reached Assistance dogs are not just assistance dogs, but helpers, aides, and close family members. Do you have one of these special friends in your life?

August 6th

www.petsitters.org

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Happy National Mutt Day! #NationalMuttDay – July 31st 1, 240 people reached

Professional Pet Sitter · Fall 2017

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NAPPS CHAT One of the many benefits of NAPPS membership is the ability to network with fellow pet sitters from around the country when you need advice or support. Check out some of the recent conversations in the NAPPS chat room and be sure to participate even if you don’t have a question of your own. Other members might benefit when you share your experience!

(Ed. Note: Responses have been edited for clarity and space concerns. There have been many great responses to this issue and we encourage you to visit the NAPPS Chat Message Board for more responses.) __________________________________

Undercut By Amateurs Question: In these hard times, many people are doing odd jobs and such to get by until they can get a regular job.

I’m finding in my rural area more people advertising on social media that they are pet sitters, many having some very marketable skills such as having been (or currently) a veterinary technician, for example, or having owned and operated a pet boarding facility for years, but many who are simply people who’ve owned a lot of different pets and farm animals.

I’ve learned that most of these people are pet sitting “under the table,” no forms, no contracts, no pet sitter insurance, etc. Many are doing pet sitting as a supplemental income to a part-time job or Social Security. They are able to charge far less than myself or other professional pet sitters.

HELP! How do I compete with this? I’ve got a large network of clients who are loyal to me because they like how I care for their animals, but they would like my process to be as simple as these non-professional pet sitters (meaning dispense with all the paperwork). I’ve had about five new clients say they don’t care about “certified” credentials, so that’s not been helpful as a selling point for hiring me. I’ve even had several potential new clients say they don’t care if the sitter is insured or not. I’ve gotten three cancelations of bookings from new clients who said their plans have changed and I find out later they hired the cheaper, simpler-process www.petsitters.org

non-pro sitter instead. Given all that, does anyone have suggestions as to how I can regain an edge in my rural area?

Christi, Paws ‘n Ponies Pet Sitting Services __________________________________

R E S P ONS E S I am brand new, so take what I say with little heart. I just interviewed a man and he had been using neighborhood help. He ended up hiring me because he was “tired” of unprofessional help.

I do not think you have to do too much besides have a fantastic reputation and be reasonable in your pricing. When I priced/quoted at first I was a bit nervous. I learned that if they want good service, they will pay for it eventually.

You are right — you need time to do a good job. I love what your wrote. Mistakes will get you fired. I think this industry was born as “under the table” employment and developed into a real enterprise so it will always be something to contend with.

Here in n southern California, going professional was actually a way to get more customers and charge a fair rate. I felt like responding to you because it really doesn’t sound like you are doing anything wrong. If you need more customers then maybe, yes, marketing. But I do not see the squatters as being your No. 1 long-term threat.

Emilie, Solana Beach Dog Walk Company __________________________________ I live in a college town with a veterinary school, so also compete with college students at the veterinary school. I have been doing small “did you know” info tidbits via social media, writing articles/press releases and marketing in general to explain why hiring a professional is important (insured, consistent, full time, business, around for weekends/holidays). I also include articles

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and examples of disasters when people hire kids or others to care for their pets: lost pets, parties, failure to care.

Also, don’t forget your clients are your best advertisement, and tell them that!

Amy, Forked Sitting & Services __________________________________ Do you have a web site? I have one I did myself with iWeb, and I pay a small fee every year for the domain. My web site has turned out to be the big seller in my business. Here’s what clients are saying they like: 1. I’ve got my picture on there, so they can see that I’m not a kid. They want someone who is experienced and not going to use their house for parties.

2. I’ve got years of experience, like you do. I’ve owned pets for over 35 years, attended animal first aid classes, volunteered for the humane society, did a livestock production program in high school, and am looking into NAPPS certification.

3. My rates are reasonable, and I don’t nickel and dime people for every little thing. I am neither the cheapest nor the most expensive sitter in town.

4. I’m insured, bonded, and have been fingerprinted (as a former teacher and school volunteer.) I have a complete motor vehicle and criminal record background check visible on Care.com.

It’s hard to compete with the price under cutters, but it’s not impossible. I think what you need to do is sell yourself as a pet sitter that people WANT to pay for.

You provide experience, peace of mind and references.

Kristen, Tate’s Creek Pet Sitting We are saturated with insured professionals who charge way less than we do. One was even a client of ours who paid our rates. Thankfully we are no longer growing our business but I don’t understand why these individuals don’t value their worth.

Jackie, Happier At Home __________________________________ Wow this is scary! I was thinking a more populated place business would be good, but some people just want to go with cost which I find ridiculous,. I would never go with a kid to watch my pups. Some people just don’t take it seriously - they think what we do as a joke.

Brenda, Kind Heart Pet Services Professional Pet Sitter · Fall 2017

Welcome Our New Members NAPPS welcomes new members who joined between May 11 and Aug. 11, 2017. Here they are in alphabetical order by state: Alabama Connie Dozier, Help For You, LLC, Owens Cross Roads Arizona Evonne Darr, The Darr Dog Park, LLC, Tucson Charlotte Lewis, Mesa Shauna Saling, Yay 4 Dog Pet Sitting & Dog Walking, Scottsdale California Kristy Acuna, Kristy’s Kritters, Salida Jenna Bean, No Place Like Home, Fresno Emilie Bressler, Solan Beach Dog Walk Company, Solana Beach Michelle Daniels, Bucket’s Playground, Encino Penny Gueswel, Aunt GG’s Pet Sitting, Menifee Sara Mallett, Pet Sitting and Dog Walking, Concord Carmel Mims, Pet Porter Pals, Pasadena Brandy Nightingale, The Peaceful Pup, Ojai Mark Rudeen, Here Rover, Laguna Beach Susan Rusnak, Merry Puppins, Sunnyvale Susan Shoffstall, 5-Star Pet Concierge, San Francisco Shelley Wiley, Foothill Horse and Pet Sitting, Shingle Springs Colorado Colleen Cunningham, Colleen’s Canine Massage Therapy, LLC, Golden Ann Jones, Zen Dog Pet Care, Fort Collins Connecticut Emily Rubin, Always Safe at Home, LLC, Newtown D.C. Miriam Bonilla, Oreo’s Pet Care, Washington, D.C. Sherelle Burroughs, Pawfessional Pet People, Washington, D.C. Delaware Tara Lausch, Get Your Wag On Pet Sitting, Rehoboth Beach Florida Kimberly Backs, Happy Tails LLC, Riverview Lisa Bruegger, Integrity Pet Services of Sarasota, Sarasota Jaclyn Cooks, Echo Pet Care, LLC, Jacksonville Pamela Fentner, Sunshine Bowwow Meow Pet Care, Apopka Rebecca Froberg, Beck n Call Pet Services, Winter Park Paige Graham, Paws’n’Rec, Riverview Laura Holt, Purple Lotus Pet Care, Lakeland Nathan Knightes, Pawsitively Perfect Pet Sitters, Leesburg Sarah LaBov, Sarah’s Pets, Lakeland Jason Levesque, Suncoast Pet Sitting, Seminole Patty B. Lozano, We Love Your Dogs Like Ours, Hollywood Dorothy More, Fur Bebes Pet Sitting Service, LLC, Parkland Michelle Quessenberry, No Place Like Home Pet Sitting, LLC, Parkland Veronique Schleef, Veronique Schleef, St. Augustine Rena Seibert, Little Buddy Pet Sitting, Orlando Carrie Stevens, Carrie Stevens, Fort Lauderdale Anna Waldrop, Dog Day Afternoon Pet Care, LLC, Orlando Erin Wright, Tail-Waggers Companion, Stuart Georgia Betsy Campbell-Ballard, Pet Nanny Network, Macon Illinois Melissa Angst, Cat Calls & Dog Whistles, Chicago Aldona Birmantas, Cats Are Family Too! Cat Sitting Service, Northfield Andrea Kelinson, My BFF (Best Friend’s Friend) Pet Care, LLC, Deerfield Indiana Faith Fries, Faith’s Pet Care, Indianapolis Debbie Weeks, Diamonds N The Ruff, Corunna

Kentucky Andrea Lloyd, Pampered Paws, Lexington Kristi Perry, KP Pet Care, LLC, Melbourne Louisiana Brooke Hebert, Brooke’s Pet Sitting Service, New Iberia Massachusetts Deanna Beattie, Paws ‘n Walks, Newton Lower Falls Adriane Bishko, Cambridge Canines, Cambridge Donna Dunlop, The Daily Dog, LLC, Marshfield Kathy Kergaravat, Berkshire Pet Pals, LLC, Lee Cynthia Larivee, Bed and Biscuits Inn, West Springfield Lynn Schroder, All About Dogs, Holyoke Maryland Erin Harper, Barkville Pet Care, Parkville Michigan Jody Blackburn, The Fur-lough, Dog Daycare and Pet Resort, LLC, Grand Blanc Cathy Blaze, Rover – Blazer’s Doggie Bark, Lansing Jill Sherman, Sherman’s Dog Walking & Pet Services, Kalamazoo Roxanne Wozniak, Scout Pet Services, LLC, Mount Clemens Minnesota Tonisa Hanzal, Tonisa’s Tails & Trails, LLC, Champlin Missouri Scarlett Hayes, Scarlett’s Pet Care, Bridgeton Nebraska Conor Kastrick, CJK Professional Pet Sitting, Omaha Nevada Maggie Abitz, Furry and Purry, Las Vegas Nanette Shahbaz, The Cat Lady, LLC, Las Vegas New Hampshire Linda Wilman, Walk’n’Wag NH, LLC, Rochester New Jersey Cara Gillespie, The Dog’s Meow, Green Brook Katherine Harris, Hark Hotel, LLC, Bedminter Elizabeth Horner, Barks Pet Sitting, New Providence Renee LaFlesh, Miss Renee’s Pet Sitting, Montville Kate Nunez, Kitty Garden Sanctuary and Boarding, Mahwah Linda Romanowski, Precious Paws Pet Care, LLC, Hoboken Myrna Scimeca, Myrna Scimeca, Flemington Petra Seirmarco, Walk With Me, Ringwood New York Anna Bongiorno, Brooklyn Jesse Burkhart, Jesse A Burkhart Dog Walking Services, New York Penelope Hood, Penny’s Pet Sitting, Fort Ann Catherine Laliberte, Kit Cats Pet Sitting, Port Jeff Station Erin Mosher, Animal Trust Pet Sitting and Dog Walking Services, Addison Jordan Myers, Snow Pups Pet Sitting, Horseheads Lisa Wansea, Lisa A. Wansea, Rochester North Carolina Amanda Brazel, Pure Love Pet Sitting, Chapel Hill Elizabeth Brewster, Leashing the Pack Pet Services, LLC, Holly Springs Danielle Galdy, Danielle’s Puppy Care, Durham Lois Kelly, Four Paws Pet Sitting Services, LLC, Raleigh Karen Koomen, Lucky Cats Petsitting, Raleigh Katherine Lanio, Katherine T. Lanio, Durham

Brittany Loy, PawPatrol: Pet Walks & Visits, LLC, Fort Bragg Heather Massey, East Wake Pet Sitting, Knightdale Ohio Shannon Anello, Furball Fitness Dog Walking & Pet Care, LLC, Blacklick Alicia Heidorn, Special Friends Pet Sitting Service, Dayton Debra Rotkowski, Dog Grooming and Training By Debbie, North Royalton Oregon Diana Knittle, Wag-n-Smile, Eugene Wanda Smith, Paws & Claws, LLC, Roseburg Kim Woodell, Happy Valley Pennsylvania Brenda Bartkowski, BB’s Professional Pet Sitting, Clarks Summit Lisa Patti, Animal House Services, Chalfont South Carollina Holly Hutchinson, Pup Circle, LLC, North Charleston Michelle Johnson, Shelly’s Sitter Service, Rock Hill Tennessee Kelly Rinehart, Right at Home Pet Sitting, Columbia Texas Beth Bowers, Power To The PawZ Pet Services & Education, Dallas Nancy Clay, Hill Country Professional Pet Care, Mason Kay Dement, Joy’s Kritter Sitting, Lubbock Andrea Federico, Family Ties, Richmond Anne Gibson, Sittin’ Kitties, Austin Aaron Izard, Aaron Izard, Houston Rosemeena Keshvani, Houston Tammy Locashio, Angel Song Pet Sitters, Grapevine Amy Merbler, Amy’s Petsitting/Housesitting Services, Garland Carol Ross, H-town Petsitters, Houston Kameron Thompson, Wagging Tails Guru, Frisco Jill Van Laningham, Jill’s Heart4Paws Pet Care, Garland Daisy Welton, Green Nature Pet Sitting, College Station Kimberly Wheaton, Kimber’s Pets, San Antonio Virginia Camea Allen, Hearts at Home Pet Sitting, LLC, Yorktown Kelley Frake, Furever Friends, LLC, Fairfax Theresa Haas, Loyalty Pet Care, Occoquan Elizabeth Hamill, WalkOn, Centreville Tonya Williams, The Farm Girl, LLC, Waynesboro Wisconsin Zach Holzem, Zach’s Dogs, LaCrosse Alycia Malecki, All Collars Pet Services, Oconto Anna-Grace Rousseau, Noah’s Ark Pet Care, Waukesha

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