Pet Boarding and Daycare July August 2017

JULY / AUG 2017

WWW.PETBOARDINGANDDAYCARE.COM

VOL 7 • ED 4

Profile of Success

MISTY

PINES PET COMPANY

DOG

Swimming

POOLS Ask the Vet:

THE HOLISTIC

KENNEL

PET BOARDING & DAYCARE

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by

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in levels of Luxury

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STAFF and daycare magazine JULY / AUGUST 2 0 1 7

CONTENTS

26

PUBLISHER Barkleigh Productions, Inc. EXECUTIVE EDITOR Rebecca Shipman ART DIRECTOR Laura Pennington

PROFILE OF SUCCESS: MISTY PINES PET COMPANY & DOG PARK

SENIOR GRAPHIC DESIGNER Jenn Barraclough JUNIOR DESIGNER Jenny Thomas WEB DESIGNER Luke Dumberth PRESIDENT Todd Shelly CHIEF OPERATIONS OFFICER Adam Lohr

Learning

DIRECTOR OF MARKETING James Severs MARKETING COORDINATOR Alex Robertson

36

12

CONTACT

Behavior 6

Misleading Assessments Part II: Training Plans for Unwanted Behaviors

Business 16 A Better Model for New

Client Acquisitions 22 The Four Pillars of Successful Pet Care

Animal Health 44 Understanding & Minimizing

Stress in Boarding Pets 50 Vaccines Made Easy

Industry News 54 Classifieds 54 New Products

Facility 32 Ask the Vet: The Holistic Kennel

4

General: (717) 691-3388 info@barkleigh.com Editorial: rebecca@barkleigh.com

(717) 691-3388 (ext. 225) Advertising: james@barkleigh.com

(717) 691-3388 (ext. 224)

PET BOARDING & DAYCARE

Copyright July 2017. Pet Boarding & Daycare is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Pet Boarding & Daycare c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com

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ANIMAL BEHAVIOR

PART TWO:

TRAINING PLANS FOR UNWANTED BEHAVIORS Part One of this article outlined strategies for

comprehensive assessments for new dogs coming into

daycare or boarding. Part Two will outline training

plans for accommodating unwanted behaviors.

D

eciding which behaviors can be accommodated by staff ahead of time is important. Equally important is deciding which behaviors will be accommodated for free and which behaviors will be charged as part of a behavior modification and training plan, and which behaviors will be

6

managed through extra time and space as part of managing the dog’s behavior while visiting.

It’s critical that staff and clients are all aware of the specific behaviors that fall under each category. Creating a safe environment for dogs and humans is mandatory for building and keeping an excellent reputation as a premier destination for dogs. No matter how thoroughly evaluations are followed, some dogs are just going to offer surprising behaviors during their stay. Training staff to see the slight indications of fear, over-arousal, over-reactivity, resource guarding, stress and aggression can maintain a high level of awareness and safety.

Fear Fear often leads to aggressive behavior so it’s the most important

PET BOARDING & DAYCARE

By Kama Brown

thing to keep an eye out for. Indications of fear behaviors include looking away, freezing, slight cowering, excessive yawning, whining, pacing or lip licking, eyes so wide you can see the whites of them, backing away, darting from kennel to yard, little to no appetite, pressing their bodies to the sides of a wall and/or scratching the kennel or entrance/exit door.

Over Arousal Over arousal is a term dog trainers use to describe dogs who are in a heightened state of stress or excitement. Oftentimes, the dog starts out appropriate during play but escalates to a play style that other dogs find offensive. Dogs experiencing over arousal in a group setting can quickly set off other dogs into similar behavior

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Oftentimes, the dog starts out appropriate during play but escalates to a

play style that other dogs find offensive.

patterns, creating a group of out of control canines who are more likely to be snarky than play nicely. Dogs experiencing over arousal in their kennels can bark for hours or injure themselves by rubbing their noses raw or chewing on their paws.

Group play with dogs should always be limited to pairs when biting and roughhousing is allowed. When dogs play with just one other dog in a rough play style, it’s easy to spot an offense or

tipping point in the play. Three dogs playing in a rough manner is almost always likely to turn into one dog trying to switch back and forth between two others, easily overwhelming them.

Three dogs playing this way also creates a scene that more dogs are likely to gravitate towards.

Preventing over arousal in group play is simply making sure all the dogs are taking breaks from rough play every minute for at least a few seconds. After

about 10 minutes of rough play, I ask the dogs to take a break by getting in the middle of them, petting them a bit and walking around so they can sniff and disengage for a little bit. It’s important to give dogs a chance to physically and mentally take breaks during play. Allowing only two to play at once is also a great environment for training other dogs to calmly watch other dogs play without creating a group pileup.

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When two dogs are playing and another joins in, walking the opposite direction in the play yard will usually be enough to gain the rest of the group’s attention. Another great trick is to bend down and pretend to look at something on the ground. Curiosity is a fantastic tool in gathering dogs to a certain spot.

Anticipating a toy or treat is also very reinforcing; giving each dog a small bit of meat or cheese when they exit the yard and return to their kennels makes life easier on staff and fun for the dogs.

Dogs who bark excessively at other dogs or during play should be kept on a long

line, right outside the daycare yard, or in an x-pen in the daycare yard with a handler.

Resource Guarding Dogs who resource guard their food, toys, kennel or bowls should be given their food on the floor, and staff members should approach throughout the day to drop hot dog pieces or cheese into the kennel. Dogs should be given a Kong with popcorn or something of low value in their kennel while the staff members practice calling them to the front of the kennel for pieces of cheese or meat. The goal should be a dog who happily leaves his bed, bowl or toys to engage with the human holding the treats.

Excessive Barking Dogs who bark excessively at other dogs or during play should be kept on a long line, right outside the daycare yard, or in an x–pen in the daycare yard with a handler. The handler should practice calling the dog away and asking for play and engagement while the other dogs play. Teaching a dog to put that energy into a rope toy or game of fetch with a human is ideal. Practicing stationary positions such as down, sit or stay can also work, though less so. Movement is inherently reinforcing for most dogs and should be used whenever possible to allow the dog to learn an alternative behavior and encourage engagement with the owner or handler.

Refusal To Be Caught Dogs who won’t come in from the yard once let off leash will need to be

10

PET BOARDING & DAYCARE

kept on a long line or lead and trained to come when called. These dogs will need practice having their collars grabbed and returning to the kennel, only to be given treats and let back out to play on the long line. Once the dog realizes that coming inside is not always the end of playtime, the behavior usually goes away. The behavior can also be managed by allowing the dog only to play in a smaller space, or avoiding daycare all together if they are visiting sporadically.

Some behaviors are easy to accommodate and take only a simple fix. Every kennel must decide, but I don’t charge extra if a dog needs to be brought inside after just 10 minutes of daycare, instead of being able to play the entire time.

Accommodating some dogs by feeding them on the floor (so they can’t guard a food bowl) or putting their food into a toy to keep them busy is easy. Blocking vision with a neighbor dog or letting them out first or last doesn’t take much time. Beyond those few things though, every reasonable effort is made to try and change or manage the dog’s behavior, and that is an additional expense.

Whenever dogs are in our care, it’s important to remember that training is always happening. How a dog is treated, the environment they are put in, and the behaviors they are allowed to practice is going to train them whether it is intentional or not. Proudly explaining the benefits of a kennel or daycare that is conscious of this is something all owners visiting should be exposed to. However, some behaviors are going to require additional time and attention and those behaviors should be charged for.

If a dog is going to attend regularly, a training plan can take place. If the dog is only going to visit spontaneously, and the assessment finds a behavior that needs accommodating, a behavior management charge should be high enough to cover extra staff time, but the owner should understand that the behavior will be managed and not changed.

Management and behavior modification go hand in hand and it’s important for staff members and owners to understand their differences. Modifying behavior always requires managing the environment to avoid the behavior getting worse, while simultaneously training an alternate behavior or desensitizing the dog to something. Solely managing a dog’s behavior is not attempting to make the behavior better, but it is going to keep the dog safe and prevent any unwanted disruptions that would make it impossible for the dog to visit and stay.

While owners may not want to pay a fee to manage a behavior that is not being trained, it can be critical to the dog’s well-being. Explaining to owners the benefits of giving their dog extra time and attention can be one way to make pricing easier. If a dog is an excessive barker and there is limited space to give them a quiet area, owners will generally understand an upcharge for specific accommodations.

When working with the owner, be

NOV 6–9

and daycare

PET BOARDING & DAYCARE

as specific as possible and explain the benefits to making the extra arrangements (an expense) worth it. So often, unwanted behaviors can exacerbate while owners are out of town. Educating owners on the staff ’s ability to prevent stress, fear, aggression, over-arousal and mental exhaustion is key.

Behaviors that can be modified and managed should be determined by a certified dog trainer who can take the training space, staff member experience, routine, and dog’s temperament into consideration. Staff training is a great way to increase the availability of offering training services and keeping dogs and humans safe. Great dog trainers can be found through the Association of Professional Dog Trainers (APDT) , The International Association of Animal Behavior Consultants (IAABC), The Karen Pryor Academy (KPA), and The Academy for Dog Trainers. n

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11

Learning

By Gary Wilkes

I

magine a dog in nature. It has instinctive reactions that jump-start survival. Those instincts are not sufficient to protect the dog in all cases.

Learned behaviors are added that modify and augment instincts to give the animal a chance to survive in a complex, often hostile world.

The most basic form of learning is making a simple association between two initially unconnected things. A dog does not naturally know that a groomer trims nails or arriving at the boarding kennel means they won’t see their owners for a while. They figure that out pretty quickly.

12

At the turn of the last century, one man started the scientific research aimed at finding the rules of the process. His name was Ivan Pavlov.

About all anyone knows about Pavlov—if they have ever heard the name—is that he experimented on dogs and made them drool. As drooling isn’t especially valuable to most people, the name isn’t connected with anything important and has less impact than knowing what a stripper brush does or how to scissor a perfect mug on a Schnauzer. Guess what? That is what Pavlov studied—the process of making

PET BOARDING & DAYCARE

simple associations. His goal wasn’t to make dogs drool. It was to find a way to track the strength of associations to create predictable and trustworthy knowledge of the process.

The famous drool experiment is simple. Find something that has no meaning to a dog—like the sound of a bell ringing. Offer the meaningless thing and then connect it to something that does mean something—like food. Do that 20–50 times and see what happens.

The dog doesn’t just drool when it hears the bell; it gets excited the same way your dog does at the sound of kibble falling

into its food bowl. This isn’t rocket science.

Everyone knows that animals can make such associations.

What was intriguing to Pavlov is how they make those associations. Now we get a little more complex in our investigation of drooling. You see, there really are rules that, if you obey, will dramatically improve your understanding of the dogs you handle.

To give you a justification of why that’s important, just watch your clients interact with their dogs and you’ll start seeing how few of them actually know the rules.

We often hear that trainers have to have good timing. OK. What does that mean, exactly? They imply that associating a behavior with an event like food, or some kind of correction, must be applied at a particular instant to make a behavior stick in the dog’s mind as important. That is true, but doesn’t explain how that happens.

If a dog is 20 feet away and pees in the correct part of the yard, how do you toss a treat with perfect timing? You can’t. That is why we use praise. The praise can be applied at the correct instant that allows the dog to come get its treat. We all know that.

That means that having pre-learned signals like ‘good girl’ and ‘no’ make connecting behaviors to consequences practical is a pretty big part of training.

That leads to a big, big question. How do we create a ‘praise’ phrase? How do we connect ‘NO’ to a negative consequence?

Words without consequences have no meaning. You can see that every day as you watch people chatter at dogs with the intent of controlling their behavior. “Sit, sit, sit” most often means absolutely nothing to the dog. How do we make these things into solid associations? We dig into Pavlov.

Pavlov’s most basic formula connected the sound of a bell to food. He would pair these things together for about 20–50 repetitions until the sound of the bell, alone, would produce the same amount of saliva as real food. That is the gold standard of associations—the learned signal creates the same reaction as the tangible consequence.

There is a rule that helps the process

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Ring the bell, then feed the dog. It sounds simple. You will find that it is not. You will want to grab the treat and offer it to the dog at the same time or before you ring the bell. develop. Ring the bell, then feed the dog. It sounds simple. You will find that it is not. You will want to grab the treat and offer it to the dog at the same time or before you ring the bell. I know that because the process of connecting a training clicker to a treat is identical.

After thousands of clients, I know this to be true.

People are focused on getting the treat to the dog’s mouth and make all kinds of signals that tip the dog off to what’s coming. (That’s why dogs know the sound of plastic crinkling—it’s the sound of a hand going into a treat bag.) While this works, it’s inefficient compared to doing it the Pavlovian way —ring the bell (click the clicker), wait a

second before you move to get the treat, and then offer the food.

Our next question is obvious. How much time can I wait after I ring the bell to offer the treat? The answer will surprise you. It doesn’t much matter. It is not the time between the bell and treats that is most important. It is the predictability that it will happen. To prove this we only have to look at your front door.

Ask yourself what is the fastest time between when you hear the bell and when the guest enters. It’s never one or two seconds. It can be as much as a minute. Yet all dogs who live in houses with doorbells learn the association— ring the bell, followed by an important event. That is why a dog afraid of the

blow dryer starts trembling before the event happens. They know that the bath precedes dryer.

While much of behavioral science means little of value to groomers or daycare workers, some of it clarifies our understanding of behavior. This simple concept that pairing an event with a consequence can refine your control of the dogs you handle.

If you say “Up we go” before you bend over to pick up the dog, it will learn to prepare itself for being lifted.

If you grab the dog and then say “Up we go”, you are wasting your breath.

Knowing this simple sequence makes the process more predictable and less stressful for more dogs. n

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ADVERTISING

Business

VALUE DRIVERS

– what should you focus on?

Grow your business strong and exit well and focus on what actually affects value!

By Teija Heikkila, Certified M&A Advisor of National Kennel Sales & Appraisals

O

ne of the biggest challenges we face when talking to

facility owners is how to communicate what drives business

value. Most business owners have an inflated opinion of their business value and it can be hard to accept that

years in operations, sweat & tears and not celebrating holidays really do not increase business value and might, in fact, lower it.

Each pet care facility is obviously unique and distinct in how it succeeds in its marketplace. However, as a guideline, the following parameters are top value drivers for our industry: SIZE OF REVENUE: Size does

matter - continuously growing high revenues attract more buyers and yield higher value.

QUALITY OF REVENUE STREAMS:

Boarding, daycare and activities are the most desirable revenue streams.

Income generated by specific skill set employees (grooming, training) is less

predictable, has lower profit margins and reduce value.

HISTORICAL EARNINGS: Historical

profitability and corresponding Sell-

er’s Discretionary Earnings or EBITDA affect value. High profit margins yield higher value. Control expenses vigilantly, especially labor.

LOCATION: High income, densely

Buyer activity is at its all time high right now. Facility owners are getting cold calls with enticing offers and inexperienced business owners are easily taken advantage of due to lack of professional representation coupled with ignorance of what pet care businesses are actually selling for and how to transact the complex process.

populated areas are more valuable, but there is a market for all types of facilities whether urban or country!

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to realize a return on their investment upon exiting. Businesses that have solid growth opportunities yield higher value than ones that are restricted due to size, market, facilities, etc.

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management and well trained staff are key value drivers!

101 S. 3rd Street, Suite 100 Grand Junction, CO 81501 Phone 877 690 3647 teija@nationalkennelsales.com

BUSINESS

By Robert Sanchez

W

hen a pet owner visits your website, what do you think they are looking for? Consciously, it’s typically basic information—who are you, what do you do, where do you do it? But unconsciously, what they’re really asking is, “Can I trust you?”

We instinctively look for trust whenever we are evaluating a new relationship. The new challenge for your boarding facility is that this process now takes place almost exclusively online. A sound digital marketing strategy is about human relationships, not software. This article is about giving you a realistic road-map towards a predictable and sustainable growth strategy.

The Sales Funnel Success in NCA (New Client Acquisition) will largely depend on the efficacy of your practice’s sales funnel.

16

We instinctively look for trust whenever we are evaluating a new relationship. The new challenge for your boarding facility is that this process now takes place almost exclusively online.

The sales funnel should be modeled on the modern buyer’s journey, and the buyer’s psychological needs at each successive step. Below, we’ll lay out what we believe the sales funnel should look like at an abstract level.

Awareness The pet owner is aware of a problem (they need to board their pet), and is seeking a solution. Thus, the first task is to get the pet owner to engage with you as a possible solution to their need.

This is primarily executed through the search engines and social media. The top of your funnel strategy should include

PET BOARDING & DAYCARE

targeted ads (tracked and split–tested) and strong organic rankings.

Split testing is the practice of testing small variations in your ad copy, squeeze page, and bid in order to constantly refine your campaign.

A sound strategy aims for constant improvement and growth, which requires constant testing.

Consideration The buyer’s now in your funnel, and is considering you as a possible solution to their need. Now you must convince them that you are the right solution. This will depend largely on satisfying the basic

THE SALES FUNNEL

(and largely unconscious) need they are compelled to satisfy—trust.

Here’s the challenge—we were built to form relationships in person, not online. The websites that accomplish this best make people forget that they are even on a website in the first place. We almost lose ourselves in your story—similarly to when we are reading a great book or watching our favorite television show.

To successfully drive behavior, we need deep engagement.

This task starts the very moment a pet owner opens your website.

Whenever we meet someone in person or a brand online, our minds work to form a first impression in a fraction of a second. Websites that offer poor first impressions suffer from high bounce rates (a visit where the user clicks on nothing). The first thing a pet owner sees should surprise, delight, and draw them in.

WE NEED

Awareness

TO BOARD TRUMAN!

ENGAGE THE OWNER

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WHAT A

PLACE!

Consideration

CONVINCE THEM YOU ARE THE SOLUTION • MAKE AN IMPRESSION • DEEP ENGAGEMENT

Conversion CONVERTING MOTIVATION INTO ACTION

PROBLEM

SOLVED!

• KEEP IT SIMPLE • VALUE ORIENTED • VISIBLE CONTACT INFO

Conversion The task is now to convert motivation into action—such as a phone call or form submission. The key tenet of human behavior to understand here is that because of eons of evolution, the brain is constantly at work to balance motivation and energy output.

Converting should feel as simple and value-oriented as possible.

No matter where a user is on your website, your phone number should be visible and prominent. This is best accomplished through a sticky header, which is fixed to the top of a user’s screen as they scroll through your site.

You want to make it feel almost easier to convert right then than to delay the task for another time.

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Retargeting The best websites still will only convert a small fraction of visits into action. But it’s not because those other prospects aren’t interested—it just

wasn’t the right time for them in their buyer’s journey. So, what to do?

Ever shop for a product on Amazon? You have probably noticed that, often times, when you look at a product but don’t buy it, ads for that product begin to appear on your favorite websites. This strategy is partially responsible for Amazon’s stunning success in e-commerce—they know that timing is so much in life.

When someone falls out of your funnel, you need to feed them back through when and where they fell out. However, you don’t want to make someone feel as though you’re stalking them; they should see your ad a max of five times a day for about two weeks.

This makes it almost impossible for them to forget about you, so that when it is the right time in their buyer’s journey, you are at the top of their mind.

We believe this NCA model will be revolutionary for pet boarding businesses.

But only if it is approached with the scientific rigor it demands and deserves. n Robert Sanchez is the Founder & CEO of Digital Empathy. He believes the digital marketing industry must evolve from fast sales and buzzwords to scientific rigor and innovation. He believes scientific thinking, relentless innovation and genuine compassion can solve many problems.

Robert cares deeply about human and animal rights. In his free time, he enjoys reading about how the world works—from psychology to physics. He has two dogs— Cole & Lula—that he spoils dearly.

and daycare magazine

LIKE. TWEET.

CONNECT. PETBOARDINGDAYCARE @BARKLEIGHINC

20

PET BOARDING & DAYCARE

4 THE

PILL ARS OF

SUCCE SUCC SSFU UL

PET CARE E

By Laura Laaman

22

PET BOARDING & DAYCARE

J

ust like any other business, running a successful pet care facility requires you to perform effectively in four major areas.

When each area is executed well, it synergistically propels a company's success. However, when any area is lacking, it lessens the impact of the other three and your overall returns.

The four pillars that either propel or hold back a pet care business’ success are: 1. Outstanding Care: pet & human.

2. Client Acquisition Process: phone, tour, and forms.

3. Marketing: ensure you’re getting the right quantity and quality of leads. Making the right decisions, measuring and evolving. Digital, guerilla, and cross-marketing.

4. Pricing: Appropriate, proportionate and profitable.

1

Outstanding Care Let's begin with the first and most important area to your long–term success: it's essential you and your team deliver outstanding care, both pet and human.

Most facility owners initially think they will be opening a pet care business and they will cater to the pets. True.

However, they quickly discover it’s essential to also cater to humans; the pet’s parents and employees. Then business owners want a facility that practically runs itself. Providing outstanding pet care and customer service remains critical to operating a successful pet care facility.

As you grow, your operational systems and customer service will need to keep pace. It’s essential that you grow your team and culture in a fun, profitable, and sustainable way so your business can operate without you. When you do so, you’ll realize the lifestyle you always wanted or the top dollar when it’s time to sell.

If you’re weak in high quality pet

Call us Today to Schedule a FREE, Private Consultation.

Serious

REVENUE GROWTH for Serious Business Owners.

This is a rapidly changing and highly competitive industry.

OUTSTANDING PET CARE is the authority in producing exceptional results for our clients. Our consulting and training firm helps pet care facility owners realize the revenues they deserve.

SOME OF OUR MANY SERVICES INCLUDE: Constant support guaranteed to grow your business Marketing & pricing guidance Exclusive meetings with the top pet care facility owners in the world Phone training “Hiring Laura and the OPC team was a pivotal defining moment for our business. In our first year with OPC, we increased $330,000 over our previous year.”

– Hailey Seidel, Bow Dog Canine Specialists

OUTSTANDING PET CARE UNPARALLELED SUCCESS, GUARANTEED GROWTH.

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www.OutstandingPetCare.com PET BOARDING & DAYCARE

23

2 CLIENT

ACQUISITION

PROCESS Successful companies make sure they have a proven client acquisition process and verify it’s working daily.

and human care, here are some likely ramifications: • You'll have staffing challenges and struggle with customer service • Poor reviews will follow so you won’t have a strong ROI on marketing • Owner will get dragged into operations and lack time to work on important CEO initiatives

2

Client Acquisition Process The next important pillar is the client acquisition process.

Without a strong and well-run client acquisition process, your business won't have a sufficient quantity and quality of new clients. Your marketing effort's job is to bring you leads. Your staff who take those new client phone calls, contact applicants, and give tours are responsible for turning those inquiries into reservations.

If you don't do a good job with client acquisition, the best marketing,

pricing, and care will not get off the ground. Successful companies make sure they have a proven client acquisition process and verify it's working daily.

How your business handles these inquiries is the difference between thriving and going out of business. Nearly all your facility’s revenue comes through the phone.

Unfortunately, most businesses treat these incoming phone calls, tours and forms as a nuisance or interruption to their busy day—until they discover a single new customer call could be worth over $10,000!

It's essential that your team handles these leads confidently and consistently, delivering concise, compelling, and competitively superior information so that prospective pet parents feel comfortable booking with you instead of your competition.

Whether a new client inquiry calls

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24

PET BOARDING & DAYCARE

you, stops in for a tour, or emails, you only get one shot to convert these precious opportunities. Make sure your team is doing it very well. If not, make the improvements to ensure they will in the future.

pricing, it’s essential that you inform your new and existing customers. Most importantly it’s important that you remind your clients of the wonderful value you and your team provides.

3

As the owner or manager of a business, take the time to objectively determine which of the four pillars need work in your business. It’s understandable and predictable that numerous areas will

Marketing Without effective marketing, you won’t get enough leads, and you’ll lose market share and occupancy that translates to profitability.

This means ensuring you’re getting the right quantity and quality of leads.

How many leads is the right amount?

You need enough to increase or maintain your ideal occupancy. Most businesses don't know how many clients they lose each month and year. A great deal of client loss is likely through no fault of the company, but it’s important to confirm that. Each month, some pet care clients (the pet parents) unfortunately move, get sick, or die…the pets need to be in good health as well.

This industry has changed a great deal in recent years. Competition is at an all-time high. Making the right marketing decisions is more difficult than ever. To be effective at marketing, it’s essential pet care facilities measure and evolve. Updated digital marketing is important, but so is guerilla and cross-marketing (low-cost and proven).

4

Pricing Appropriate pricing is possibly the most important yet dangerous decision pet care facility owners make.

Price too low and you’ll leave money on the table—sapping your business of the resources needed to survive and thrive.

Also, pricing your services too low sends a message of inferior quality or “same as” others. Price your services too high and you’ll price yourself out of existence.

Most pet care facilities price inefficiently.

This results in owners and managers wondering why they feel like they can never get ahead.

Along with the proper and profitable

benefit from work (especially if you’re striving for high standards). Decide what area(s) need improvement, implement, measure and repeat. n Outstanding Pet Care assist the top pet care businesses in this industry achieve unprecedented results. If you’re interested in propelling your business, contact us for a Free Consultation at https://www. outstandingpetcare.com/contact/

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25

PROFILE OF SUCCESS

MISTY

PINES

PET COM PANY & DO G PARK ALL IN THE FAMILY

By Kathy Hosler

Nestled on a wooded knoll, completely hidden from the outside world, Misty Pines Pet Company and Dog Park is a little slice of heaven for pets and their owners.

L

ocated in Sewickley, Pennsylvania since 1975, Misty Pines has built a solid reputation of providing the highest quality of pet care services to their clients. They provide the usual things that you would expect from any pet care facility—dog and cat boarding, doggie daycare, training, and dog and cat grooming. But, that is only the beginning of the unique features that abound in the twenty–five acre complex.

Jeff Woods, President and Founder of Misty Pines, was born into an animal loving family. "As a young boy I used to accompany and help my father, who was a Veterinarian, on his farm calls,” says Jeff. “I was very fortunate to have a lot of dog and people experience while I was growing up."

In addition to his love for dogs, Jeff

26

Photos by Misty Pines Pet Company and Dog Park

PET BOARDING & DAYCARE

DE AF EN IN G DO GS

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When to vaccinate • Vaccinate puppies from 7 weeks of age with 2 doses administered 2 to 4 weeks apart • Annual revaccination with 1 dose is recommended

Reasons to vaccinate • Keep pet parents happy by sparing their pets from annoying cough attacks • Protect dogs under your care and in the community from highly contagious CIV • Prevent outbreaks in your practice and boarding facility Nobivac® Canine Flu Bivalent - Convenient CIV H3N2 and H3N8 Protection in one dose

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Although they started

small, Misty Pines now has a 12,000 sq. ft. facility that includes a state-of-the-art

5,400 sq. ft. training center,

and a cutting edge daycare and exercise center that

integrates the indoor and outdoor environments. discovered that he had a real talent for training them. One of his first clients, a paraplegic, asked Jeff to train a Doberman to be his service dog. Word of his training ability spread and Jeff soon founded Misty Pines. Over the years Jeff has offered training in everything from puppy pre–school, to obedience, agility, master bird dog training, and everything in-between. He specializes in Animal Behavior Consultation and works with a lot of dogs that have behavior problems.

Following the family tradition, Jeff 's daughter, Aimee Kollinger, is now the Vice President of Misty Pines. And, not surprisingly, Jeff 's young grandchildren are also growing up in the business.

Although they started small, Misty Pines now has a 12,000 sq. ft. facility that includes a state–of–the–art 5,400 sq. ft. training center, and a cutting edge daycare and exercise center that integrates

28

PET BOARDING & DAYCARE

the indoor and outdoor environments.

The remainder of the twenty-five acre property encompasses their gorgeous dog park that includes the spring fed pond (complete with dock for dock diving classes and competitions), a pond pavilion, a one and one half acre fenced in area (for off–lead free play), and wooded nature trails.

Misty Pines can accommodate 60 dogs and 15 cats for overnight boarding.

In addition to their indoor kennel area, each canine guest has 24–hour access to their own outdoor run with a skylight roof to protect them from the elements.

Both the indoor and outdoor areas have radiant floor heating.

We all know that boarding can be a stressful experience for pets. At Misty Pines, they have a pre–board program.

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have the opportunity to come in for a trial visit during the daytime hours to get acclimated before they actually arrive for their stay. This lets the owners and the kennel staff see how the pet will react to this new situation.

They also have a pre–check in option.

An owner can call ahead of time to select their pet's playtime options, snack selections, as well as finalizing grooming

30

instructions. This saves them time the day they bring them in to board.

Their new indoor/outdoor daycare area is really unique. The indoor area is divided into four sections—for puppy, adolescent, adult, and geriatric.

They are filled with wading pools, play equipment, and toys. A huge picnic pavilion structure erected over the daycare yards enables the entire outdoor

PET BOARDING & DAYCARE

yard to be under a roof. It gives the dogs the protection of being indoors yet the feeling of outdoor freedom.

Their spectacular convention and training center has over 5,000 sq. ft. of space with a large balcony area. It is used for the many classes and is also available for rental to dog clubs and to those who want to hold workshops, dog shows, and birthday parties (both human and canine). The balcony has a gorgeous fireplace, lots of comfy seating for the owners, and a huge viewing window that overlooks the daycare area.

"Everyone has different goals when it comes to training their pets," says Jeff.

"We offer group and private obedience lessons, agility and specialty classes, bird dog training, and a two week board n' train program.”

"Our board n' train program is like a 'boot camp' for dogs," Jeff continues. "We keep a daily journal on each dog. Every time we work with the dog, we put in entries about the dog’s progress. At the end of the stay, the owner gets a copy of the journal."

Jeff also teaches a 'Growl–less' class for highly reactive dogs. And, Jeff has designed and patented a specialized

Their spectacular convention and training center has over 5,000 sq. ft. of space with a large balcony area. It is used for the many classes and is also available for rental to dog clubs and to those who want to hold workshops, dog shows, and birthday parties (both human and canine). training collar called The Scruffy Guider collar that has become an invaluable tool for many of his clients worldwide.

The training center is always a hub of activity at Misty Pines. And after their classes or other activities, owners and pets love to socialize in the fabulous dog park. There is a multitude of playground equipment for the dogs and lots of benches for their owners.

Dogs can run free and play in the fenced–in playground. They can swim in the gorgeous pond and learn how to dock dive. And, hiking throughout the wooded nature trails is a favorite for owners and dogs alike.

Jeff and Aimee both agree that a large part of Misty Pines’ success is due to their wonderful staff of about twenty people.

"We continually support and train our staff," Aimee says. "And we emphasize the importance of outstanding customer service. We want to make the day better for everyone who comes through our doors—and we want their experience with us to make them want to come back.”

"Even simple things are important," Aimee continues. "Just making a phone call to an owner who was nervous about leaving their pet, and reassuring them that their pet is doing fine. That can be a huge relief to the owner and make a

lasting impression on them."

"Everyone has trials and tribulations," adds Jeff. "When they step inside our facility, we want to make people and pets happy! Life is about trying to improve everything you do and enjoy doing it.”

"We don't run Misty Pines for the money," Jeff adds. "We run a good business—and money follows."

From its humble beginnings forty years ago, Misty Pines Pet Company and Park has skyrocketed to success.

And it all started with a special family and their love of pets. n

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31

THE

Q

By Dr. Lisa Aumiller

My friend and I are opening a “natural care” kennel for

pets. We are very excited about the concept and wanted to get your advice on the idea. We saw you speak at the

A

Pet Boarding and Daycare Expo in Hershey and really enjoyed your perspective. Thanks for your input!

– Sally S.

Dear Sally,

The idea of a “holistic kennel” is fabulous.

I commend you for taking a brave step and trying something totally different. For the readers, the term holistic means that there is an understanding that parts of the whole are interconnected. Medically, we use the word to mean characterized by the treatment of the whole pet, taking into account mental, dietary and social factors, rather than just the symptoms of a disease. Many people use the term holistic to mean “natural” which isn’t exactly what it means. For the sake of the article, I am going to assume you also want a natural component to your kennel.

The idea to build a kennel plan thinking of the pet as a whole is a very good idea. It is easy to build a kennel plan focusing on a money making business plan. It is much harder to build a kennel plan focusing on the complete care of the pet and in the pet’s best interest.

I do believe this concept will be very lucrative. There is a subset of the population who want their pets treated in a holistic manner. I currently work with a few holistic kennels so I will share some of the top 10

32

things I think should be considered while you build your business plan.

10. Define what holistic means for your kennel and make it very clear so that people cannot misinterpret how you are using the word. Make sure your mission statement is direct and advertise clearly so that you don’t upset “natural clients” who are interpreting the term as they see it. I think this is an important and easy step.

9. A thorough entrance exam is a must. A meet and greet interview, in my mind, makes a lot of sense, as well as spending an appropriate amount of time learning the individual needs of the pet. But on daily intakes, make sure one of your top staff members greets the clients and their pets and gives them a head to tail exam, looking for any red flags. A good exam will catch signs of an upper respiratory, ear infections, parasites, skin problems, just to name a few. This not only protects you but it also will show the pet parent that you are truly invested in their pet’s overall well–being.

8. Exercise, Diet, Sleep, Love. Make sure you are giving appropriate attention to

PET BOARDING & DAYCARE

0

060-6000-0120-11.indd 1

4/8/16 11:26 AM

each of these categories, as I feel they are vital to a holistic plan. These are important needs for a human’s overall health and equally important to a pet. Define your plan down to the subtle points. For example, pets have a natural light and dark cycle which is necessary to have healthy sleep patterns. You want to plan for this.

Do not keep the lights on 24/7 and cause disruption to this pattern which will induce stress. If you have overnight kennel workers blasting a radio while they clean, this is also disruptive to the pets’ sleep. I would build a plan considering the importance of these four essentials and how you will incorporate them into the pet’s stay.

7. Vaccinations. Most clients who hear the term holistic are going to assume it means minimal vaccinations. You will want to have a policy in place about accepting titers in lieu of vaccinations for DHPP and rabies. Also, you may accept medical exemptions to vaccines (this is offered to pets with chronic health problems in some states). Dr. Jean Dodd, a prominent veterinary immunologist, recommends titers every 3 years. I personally would still have the owner do them every year since they are going into a boarding situation. I have seen titers change year to year so I believe an annual proof of titer would be good for your kennel.

You will need to decide if you will require the kennel cough or flu vaccines.

If you are choosing not to, then make sure you have a good health check on your way in, as already suggested. Also make sure you have several zones for your kennel’s air flow so that, if there is an outbreak of any kind, you can quickly contain it.

6. Stress free. Consider other options for a stress–free stay. These can include noise therapy, aroma therapy, massage, cage set up to minimize visualization of other pets, etc. How will you reduce the pet’s stress in your holistic kennel?

5. Holistic care options. You may want to speak with your kennel veterinarian. I think it would be very cool to offer natural remedies for certain concerns. Eg; anxiety, stomach upset, aches and pains, etc. There are some really good safe treatments that may help pets stay more comfortable.

4. An on–call veterinarian. Make sure you have a vet who is on call or that can visit your guests. I think many clients will feel secure knowing that you have a vet who can come on site and check any concerns.

3. Parasite free environment.

Please make biannual fecals mandatory.

You can even collect them and have them tested at the owner’s expense. Many

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kennels do not require this and will get parasite outbreaks like giardia, hookworms, whipworms, etc. Let clients know that you care about their pets’ well–being by protecting their environment.

2. Real grass. I know artificial turf is neat and little pebbles are easy to clean, but the majority of pets pee and poop in real grass. I see a lot of pets who do not evacuate normally at kennels who do not provide grass as an option to be walked on or to have free roam on. Having an area of real grass is a necessity.

1. Every pet is different. I cannot stress that enough. If you are going to have a holistic kennel, I believe you need to make this your mantra and figure out how to cater to the individual. Make it as easy as you can for you and your staff to build a stay–care plan for each pet. What is the pet’s routine at home? Try to mimic that to avoid additional stress to the pet. Does the pet enjoy socialization with other dogs, quiet leash walks, or one–on–one play time with a care taker? Make an a la carte menu of items for the owner to choose from to make this the perfect stay for their pet’s personality and needs.

I hope this helps you and I wish you the best of luck. Please keep us posted on your progress. n

PET BOARDING & DAYCARE

Photos © Craig McAllester, Inc. 2017

By Craig McCallester

In this article we will look at some types of swimming pools and their related equipment. We will take a look at some of the differences between pools intended for people vs pools intended for dogs. We’ll also touch on some of the benefits you may gain by offering swimming for your boarding or daycare clients.

I

t’s summer, and it’s hot outside!

My family had a pool when I was growing up. We spent at least a little time in the pool nearly every day.

I remember that I never slept better than I did after a full day of swimming with my friends. The exercise that is gained from swimming is non-impact, and so, compared to running on a hard surface, swimming is going to be much easier on your knees and hips.

The same holds true for dogs.

Adding a swimming pool to the list of amenities you offer your animal 36

boarding clients might just tip the scales enough set you apart from your competition.

The Benefits of Swimming • The resistance that water has upon a swimmer causes the swimmer to work harder than exerting that same amount of energy during other exercise activities, such as running for example.

Frequent swimming helps the dog to build muscle strength and increase muscle tone. This harder workout helps to improve a dog’s cardiovascular and PET BOARDING & DAYCARE

respiratory systems, and increases the dog’s range of motion - all without increasing the impact associated with running on a hard surface.

• The improved musculoskeletal system helps to prevent future injury as well. Swimming exercise also helps to improve mental health and helps the swimmer relax and lose a few pounds at the same time. It should not be a replacement for land exercise, however, but used in addition to walking, running and other land activities.

• As with people, swimming

in cold water may cause muscles to cramp. Warmer water promotes better circulation, and so, lessens the amount of time needed to warm-up before exercise.

This lessens the possibility of cramps and adds to the overall enjoyment of the swimming experience.

• Dogs may require some rest time when starting a swimming regiment. Just as with me, as a young boy, swimming will tire them out, thereby promoting a good night’s sleep.

• Hydrotherapy is often used to treat certain types of musculoskeletal injury and post-op orthopedic patients. Many trainers and veterinary facilities are using underwater treadmills to help dogs recover from injury more quickly. This is especially important where the patient may not be able to tolerate walking.

Pool Safety • Fencing It goes without saying, that just as with any swimming pool for humans,

a pool intended for dogs must be safe.

It must be safe for the occupants, safe for the operators, but also safe for any passersby. Proper pool fencing is a must, and not just any fencing will do. It must be a fence that will stop a would–be child climber from trying to get into the fenced pool yard, but also it must prevent a dog with Houdini escape or climbing skills from trying to get out.

Fencing may even be needed for indoor pools to protect anyone—people or canine—from getting to the water without proper supervision.

Now might be a good time to talk to your insurance agent about liability insurance. Some pool owners will not permit humans in their dog pools. Likely, one reason is to reduce their liability.

• Life Safety It must be understood that not all dogs know how to swim. Each dog must be introduced to the water to ensure that they can indeed swim and are not frightened of water. For those who are PET BOARDING & DAYCARE

a little unsure of the water, life jackets are available for dogs of all sizes. A life preserver should be available for human swimmers too, should someone get into trouble. Nothing can replace a properly trained staff person who is supervising the pool.

No dog, or child for that matter, should ever be left unattended in a pool area for any reason. The person on duty should be watching the pool and not checking social media on a smartphone.

• Stairs, Ladders & Ramps For all dogs in the pool, having an easy route to get out of the water is extremely important. I have seen dogs climb out of a pool using a common swimming pool ladder that is intended for human egress. Understand that not all dogs, and some humans for that matter, may not be able to negotiate a pool ladder for egress.

Similar to a ship’s brow, ramps are available in which one end attaches firmly to the edge of the pool deck and the other 37

POOL

This type of ramp allows

a dog to essentially walk out of the pool without

Photos © Craig McAllester, Inc. 2017

touching the pool bottom.

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extends into the water with a float that holds the ramp at about a foot or two below the surface of the water. This type of ramp allows a dog to essentially walk out of the pool without touching the pool bottom. Also available are floating stairs which may work better depending on how far the water is below the pool deck.

It is important that every dog knows where the pool exit points are and how to use each before being allowed free access to the pool.

If there is a shallow end of the pool, or built in stairs or ramp, it may be shallow enough to allow even small dogs to jump or even walk in and out without assistance. Large stair landings will allow even small dogs to enjoy the pool without any fear of not being able to get out when tired out from swimming.

• Hydrotherapy Tank Access Many hydrotherapy tanks with underwater treadmills use a separate holding tank into which the water is pumped while awaiting the next patient to enter the tank and close door.

When the dog and therapist are in the tank, the water is pumped back into the exercise tank to a level providing the appropriate buoyancy for the size, activity and therapy desired.

• Overhead Crane Depending on the use, and the pool, an overhead crane may be used with a sling to raise and lower a dog into and out of a tank or pool. This is especially nice for therapy treatment in pools for a dog of whom may not be ambulatory.

Indoors VS Outdoors • Indoor Pools An indoor pool has several benefits over an outdoor pool. An indoor pool offers better security over an outdoor pool and they are easier to keep clean as blowing leaves and debris will not be a problem. The biggest advantage is, of course, the weather. Dogs can be swimming during inclement weather and all year long.

Indoor pools are not without their drawbacks. Cost is the biggest. It will cost

• Area Climate

VS

• Budget

Pe t

ar

Do g

Th eB

Re d

Ph ot o:

Ph ot o:

more to build a pool and the enclosing structure. The water in the pool will evaporate into the air within the building.

The mechanical system in the building must be designed to handle this moisture, draining it back into the pool. This adds to the overall initial cost and the operating cost of the pool.

• Outdoor Pools Outdoor pools in mild climates allow for an open–air feel and are less costly to build and operate, but require more cleaning time because of leaves and dirt that get into the pool. They must be protected with a fence and can only be used during mild weather.

• Pool Heaters Heating an outdoor pool extends the

• Cleaning Time

kle yP et

Re so r

Ho te l

t&

Sp

a

Consider Your:

usable season, but that adds considerable operating cost for the heating fuel. Some insulated covers are available that float on the water surface helping to hold the heat in as the sun warms the water, but they are bulky and storage may be a problem when not in use during swimming hours.

Using solar panels to heat the water and circulate the warmed water back into the pool would eliminate the fuel cost for heating the water, but solar panels are pricey.

Think about the area you live in and how many months you will have to swim.

If your neighbor is Santa and you live at the North Pole, then you might want to think about building an indoor pool.

Above Ground VS In–Ground There are various types of pool construction available, but not all are suitable for frequent abuse from canine use. Let’s have a look at a few.

First, make the choice between an in-ground pool or an above ground pool.

If building a new swimming pool for constant canine use, most likely an in-ground pool will serve your needs best, if the lay of the land is relatively level. This makes easy access to the pool and to the adjacent yard for a place for dogs to rest.

If choosing an above–ground pool for a commercial boarding facility, consider that you may be required to provide ramps to get the staff up onto the pool deck and perhaps even into the pool itself. I worked on the design of an accessible swimming pool intended for disabled persons to recover from their ailments. The ramp leading down into the water was more than 50 feet long and it was a very expensive pool.

Having the pool deck on grade and using an in–ground pool is best.

Construction Type In areas where the temperature drops below freezing in the winter, some outdoor pool construction types require that the pool be drained or that the water level be reduced substantially during those cold winter months. This may not be the best choice, as you may need to fill the pool with water from a garden hose and that is money out of your pocket. This outlay of cash will occur every spring. Ask your pool builder about what is required for winterizing the type of pool you are

40

PET BOARDING & DAYCARE

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OR GUNITE The form, or the shape of the pool,

depending on the contractor, can pretty

Ph ot o:

Co un try

Inn Pe t

Re so r

t

much be anything your heart desires.

thinking about building before settling on a construction type.

Check with your local pool builder and find out what construction types are available in your area. Here are a few examples.

• Concrete or Gunite The pool could be made of concrete or gunite which is sprayed into place. The shape of this kind of pool is defined by the steel rebar (reinforcement bar) structure into which the concrete is sprayed. The form, or the shape of the pool, depending on the contractor, can pretty much be anything your heart desires. This is a good choice if you are planning a bone shaped pool or a long, narrow pool for dock diving sports. When working with your contractor to establish the pool shape, be sure to eliminate any sharp corners that a dog could swim into.

• Fiberglass Another choice is a manufactured fiberglass pool. This somewhat limits your shape choices because the fiberglass is pre-formed. They look something like a giant seashell and are trucked to the site and craned into a hole in the ground.

Then, they are backfilled as the water level increases. Then the concrete pool deck or walk is poured around the pool afterwards.

• Vinyl or Plastic Liner Some pools are made with a heavy 42

vinyl or plastic-type liner. The bottom of the pool is formed with sand to protect the liner from sharp stones. The straight sides are formed with steel panels that are bolted together forming the pool walls. Once filled with water and backfilled, the sand stays in place from the weight of the water. I know first-hand that this makes a very nice human pool, but because of the liner, this might not be the best choice for a canine pool.

There may be other choices available from your local pool contractor. Most importantly, make sure they know that this pool is intended for canine use.

Other Considerations • Pool Deck Coatings If you are using concrete for a deck or walk around your swimming pool, as you should, then you might want to consider finishing that concrete with a product that is often referred to as Cool Deck. This finish absorbs less heat from the sun’s rays than an unfinished concrete slab will absorb, thereby keeping the deck cooler to walk on. Remember, if it’s too hot for you to walk barefoot, then it’s too hot for dogs’ paws too.

There are a few other advantages too. The material will prevent water from being absorbed into the concrete.

PET BOARDING & DAYCARE

When a dog gets out of the pool, the first thing they will do is shake off the water. This will happen continually while the pool is open for business. If you plan ahead, you could slope the deck to direct that water to a drain system that routes it back into the pool.

• Pool Size The size of the pool needed depends greatly on the activities being planned and the number of dogs and people that will be in the pool at any one time. Most dogs have energy to burn, but consider that, likely, all dogs may not be able to swim for hours upon hours. That said, swimming may need to take place in shifts, and so, all your dogs may not be in the pool at the same time. This is a good thing, really.

The fewer dogs in the pool at once will reduce the overall size of pool needed.

Consider too, that someday, if you need more pool for more dogs, perhaps adding a second one is the answer. Maybe a smaller, shallower pool for little dogs.

• Depth of the Pool The depth of the pool depends on the activity(s) too. Most pools are at least four feet deep or more. See my comments on Dock Diving below.

• Water Filtration & Purification A typical human swimming pool may only require a skimmer to collect the

leaves from the water surface through a skimmer basket and a sand filter to collect dirt and everything else. The sand filter is backwashed, where it is cleaned and ready to trap more impurities.

A pool for dogs is a bit different. The filtration system must also be able to purify the water. Dogs may not get out of the water to relieve themselves. Solids may be collected with a net during the day and disposed of in the trash. Any pathogens left behind must be destroyed, something a sand filtration system will not do.

Inquire about ultraviolet light or other filtration for this task. Some indoor pools are using saltwater chlorinator to help prevent dry skin. Oversizing a chlorinator unit such as this helps to minimize the pump turning on and off.

• Iron Dog This is a newer event, and somewhat encompasses all of the above.

There is a lot that goes into the design of a pool. Find a quality pool builder, ask a lot of questions, and enjoy your new pool this summer! n Craig L. McAllester, President, Craig L. McAllester, Inc, kennel designer, has been designing veterinary hospitals,

boarding kennels, animal shelters, police, military, and U.S. Department of HomeLand Security/Boarder Patrol working dog kennels, here in the United States of America, and in countries around the world, since 2003. Craig may be contacted at 877-234-2301, Craig@KennelDesignUSA.com, www.

KennelDesignUSA.com. A special thank you to The Canine Spa, Dillsburg, PA, for allowing me to photograph an event for many of these images.

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Dock Diving When thinking about using your pool for dock diving, research the activity and how much space you will need to make it happen. According to the North American Diving Dogs Association, the water itself for dock jumping must be at least 4 feet deep and the dimensions of the pool must be at least 17’ x 41’.

Consider too the length of the dock needed for the specific activity.

• Big Air Diving Big Air is the long jump for canines. These dogs race off a 40-foot dock into a body of water to retrieve a float or toy. Distances are measured from the end of the dock to the base of a dog’s tail as it enters the water. The distance record exceeds 30 feet.

• Extreme Vertical Jumping Extreme Vertical is a high jump contest in which the dog launches upward, nearly seven feet in the air, and then into water. The dogs must knock down a bumper which is suspended over the water.

• Speed Retrieve Speed Retrieve is a bumper hung at the end of the pool, near the surface of the water. The dog then runs 20 feet on the dock, jumps in the water and swims to the bumper. This is a timed race.

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43

ANIMAL HEALTH

M INIM IZING

IN

By Outstanding Pet Care Learning Center

Regardless of how nice the pet care facility environment may be, being in that environment can still be a stressful experience for many pets. Let’s look at the physiological changes that occur in the body experiencing stress, as well as environmental factors.

44

PET BOARDING & DAYCARE

What is Stress?

We’ve all felt stress and seen animals that are stressed: the dog that hides under the table during a thunderstorm or another that’s afraid to be touched. Stress is part of life for all creatures. There’s good stress and bad stress. Stress is just a perception that something is about to change. It may occur because of hunger, fear, noise, a change of environment, or pain.

Good stress (also called eustress) causes a change in behavior or a change of environment to eliminate the precipitating factor. Bad stress (or distress) occurs long-term, when no changes are made to help manage or remove it. It may also result from a situation that cannot be changed (such as a lodging stay).

What Happens to the Body?

When a perception that something is about to happen reaches the brain, several chemical reactions occur. Since stress is based on what we think will happen, it can occur even in reality, the situation may be perfectly acceptable. This is why pets in the pet care facility can become upset: the environment is safe, but they’re not sure what may happen next.

Once the brain perceives a stressful situation, the pituitary gland, a tiny gland deep in the brain, releases a hormone called ACTH. The pituitary gland is so close to the brain that it picks up the signal and releases the ACTH into the bloodstream. Once in the blood, it circulates through the body to the adrenal glands. All mammals have two adrenals glands: one on each side of the body, near the kidneys. These glands are larger than the pituitary—about an inch long.

The adrenal glands also secrete hormones and natural cortisone.

Combined, these chemicals are called steroids. Steroids go out to all cells of the body with the message, “Get ready!

Something’s about to happen!”

body. For instance: • Glucose is released from the liver for energy.

• Amino acids are released to supply the cells needed for tissue repair.

• Steroids also help stabilize cell membranes to help resist damage and tearing.

• The kidneys’ function slows and they retain more water. This increases blood pressure.

• The heart beats faster.

• Breathing changes, usually becoming more rapid and shallower.

• The immune system shuts down, and white cells that fight infection are not released.

Short–term, these changes do not affect the body. Once the stressful situation has passed, the body goes back to its original state, and the excess hormones and steroids are eliminated by the kidneys. A state of homeostasis is resumed.

Steroids Steroids released by the adrenal glands influence every system of the

Long-Term Stress Hormones enable the body to deal with short-term stress, but at a cost to the various organs and body tissues. Longterm stress and high levels of steroids prevent the body from its daily routine of tissue repair and fighting off disease.

When stress goes on long–term, body parts such as muscle cells, connective tissue (skin, and ligaments and tendons in the joints), and the immune system begin to fail.

This is why older dogs with arthritis or hip dysplasia may not walk well for a few days after lodging. Once the immune system fails, environmental bacteria that normally wouldn’t cause illness may make a pet sick. This may be why some dogs get bronchitis or urinary infections, or why cats develop respiratory illnesses. It’s also a common cause of diarrhea.

Any pet that has an underlying physical illness, like cardiac or kidney disease, will most likely have progression of the disease. Some

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45

diseases that are hidden and haven’t shown symptoms may become apparent when a pet is under stress. These pets come into the facility “healthy” but may become ill during their stay.

Stages of Stress 1. Alarm Reaction: the first stage in which the body reacts to the causative agent (the stressor). This is for a short time.

2. Stage of Resistance: steroid levels increase, and the body is ready to flee or fight.

3. State of Exhaustion: long–term stress results of the steroids begins to negatively affect the body tissues. The immune system is completely shut down.

All body functions start to fail, and death is the ultimate result.

Just like people, all animals are different. What may cause stress for one person or pet may not for another. Pets taken to a pet care facility frequently may take longer to become stressed than a pet that has never visited a

46

grooming shop, participated in daycare, or never been boarded.

Lodging Stress Most pets are pattern-oriented. They know when to get up, when to go out, when their owners come home from work, and when they eat. The dog or cat coming into a boarding or daycare situation loses that pattern from home and needs to adapt to the new patterns of the facility. This change is stressful for some pets. They’re also sensitive to changes in odors and sounds, and different food and water.

Stress can be especially dangerous to older pets. Older dogs and cats often have compromised body functions. And while they do well in their own home environment, the stress reaction in the pet care facility may precipitate changes in their health. This isn’t because the facility environment is poor, but rather the pet’s reaction may make it sick. This is one reason good sanitation practices in the

PET BOARDING & DAYCARE

pet care facility are so important.

Identifying Stressed Pets What do stressed pets do? If the dog or cat visits your facility often, you may notice abnormal behavior for that pet. If the pet is new, or rarely visits, you may notice things such as: • Failure to eat or drink • Failure to urinate or have bowel movements • Tremors or shaking • Sitting fearfully in the corner or back of the run • Aggressiveness or being protective of their personal space • Bloody urine • Nervousness Parasites (both internal and external) are stressors that may affect a dog’s or cat’s health while staying at a pet care facility.

Reducing Stress Physical stress factors are the easiest to change. This includes heat and cold,

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hunger, thirst, and the location in the facility. Make sure older pets that board have blankets and aren’t chilled. They often have less body fat than younger pets. Encourage eating by changing foods, offering special treats, or warming food up in the microwave to encourage eating.

Older pets may not have good teeth, and dry food may be difficult for them to chew.

If a boarded pet is extremely shy or scared, move it to a quiet space in the facility away from loud dogs. Some pets are not used to other animals (especially cats afraid of dogs), and the exposure to barking and activity can be overwhelming.

Watch for problems and monitor the pets placed in the facility’s care. It is important to note which pets aren’t eating—not eating for the first day or two is normal, but shouldn’t be allowed to continue without consulting a veterinarian. Be sure all pets are urinating and having bowel movements. Dogs that refuse to eliminate inside should be taken for walks as they may become constipated or have a bowel impaction if they don’t eliminate regularly.

Follow facility procedures for cleaning and disinfecting. Since stressed pets are more susceptible to disease, it’s very important to keep the area sanitary.

Bowls, runs, and litter boxes should be sanitized daily.

Keeping strange odors to a minimum will also help reduce stress. Use the fans or air filtering systems provided at your facility. Good ventilation can prevent respiratory disease in both dogs and cats.

Provide foods that are highly nutritious. Since many pets don’t eat well away from home, it’s critical they get enough nutrition from what they do eat. Use snacks and special treats as an incentive to eat, not as the entire diet. Foods like cheese, hot dogs, or baby food may give the pet enough of a taste of people food to encourage eating pet food. Some pets may be spoiled by their owners to only eat table food; ask owners what the regular diet of the pet is and his or her favorite snacks in case not eating becomes an issue.

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are other suggestions for reducing stress when providing pet care away from home: • Give boarded pets clean, warm bedding.

• Give medications in a food ball or piece of cheese rather than forcing it down a pet’s throat (just be sure they swallow it).

• Get an older pet up for frequent, short walks to keep joints and backs limber.

• Take time for a head pat and a kind word.

• Call the pet by name.

• Provide a grocery bag or small box for the frightened cat to curl up in.

• Ensure extra heat or cooling for the geriatric section of the pet care facility.

• Offer a toy or dog biscuit.

• Make sure runs are dry before the pet enters.

• Give special attention for first-time visitors.

• Cuddle a cat or small dog.

• Provide water for grooming shop dogs.

• Warm up shampoo before the bath.

• Play soft music.

• Move an excessively noisy dog.

• Maintain a parasite-free environment.

• Wipe weepy or pus-filled eyes.

• Isolate aggressive dogs from the rest of the population.

• Provide nonslip mats for older dogs who have difficulty getting up.

• Follow a regular and on-time feeding schedule (dogs love patterns!).

• Have patience, even with difficult pets.

• Provide good ventilation and fresh air whenever possible.

• Give them your personal attention, not just a safe environment.

Caring for someone else's pet is an honor and a great responsibility.

Taking the time to be informed and properly equipped will help ensure excellent pet care and the highest level of customer satisfaction. n For the industry's most comprehensive staff training, go to www.OPCLearningCenter.com

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E A SY

MADE

By Kathryn Primm, DVM Why Do We Recommend Vaccination?

Infectious disease has existed as long as history has been documented. In 1796, a country physician named Edward Jenner administered the first documented inoculation. Smallpox was a devastating epidemic, killing millions of people during the 20th century. Dr. Jenner had noticed that milk maids, who had been exposed to cowpox (as evidenced by pustules on the hands and arms), did not become ill from the smallpox outbreaks.

Cowpox did not cause significant illness and death in humans, so Jenner famously inoculated a boy with pus from a Cowpox lesion on a milk maid’s hand and then was able to demonstrate the boy’s resistance to infection from future exposure to Smallpox. (1,2) The Smallpox vaccine saved millions of lives that would have been lost to Smallpox epidemics. For centuries, vaccination has been saving lives and 50

today’s vaccines are significantly improved over a pus sample!

How Do Vaccines Do Their Job?

Vaccines work by engaging the immune system in a “mock battle” so that it is armed and ready to react swiftly and effectively when exposure to the actual pathogen occurs. Immune systems are amazing in the way they can respond to threats and then be able to “remember” markers that flag the infectious agent. The next time the threat attacks, the immune system quickly recognizes the marker and calls up the appropriate cells to fight.

In the case of the Cowpox and Smallpox exposure, the viruses are so similar that an immune reaction to Cowpox would trigger resistance to Smallpox as well, so when the boy was exposed to Smallpox after the Cowpox, his immune system engaged in a rapid battle to eliminate it.

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Vaccines take advantage of this extraordinary ability. They are able to teach the immune system how to recognize a specific threat without actually being at risk. They accomplish this feat through an inactivated threat (killed vaccine) or by utilizing the actual pathogen, modified to be harmless, just like the inoculation of the boy with the harmless Cowpox primed his immune system to be ready for attack from Smallpox. There are different types of vaccines, but the goal of all of them is to reduce infection and subsequent death from the disease.

How Do We Decide Which Vaccines are Appropriate?

Many diseases with a high mortality (lots of individuals die) and/or high morbidity (high numbers become ill) are the ones for which vaccines are developed.

Most vaccine protocols are based on the

PET BOARDING & DAYCARE

51

individual pet’s lifestyle and risk factors.

Gone are the days when vaccination is a “one size fits all” concept. Each pet should be treated as an individual, taking into account his/her history, age, species, breed, lifestyle, environment, and disease risk factors. Be sure the appropriate questions are being asked when deciding the vaccine choices and only the necessary ones are recommended and administered according to local laws.

Why Do We Repeat (Booster) Vaccines?

The immune system is able to remember threats for a time. We don’t really know how long that time is for your individual pet and it is better to truly have current protection than to think that a pet is protected when he is not. Young animals always require multiple boosters of certain vaccines because some of the immunity that they get from their mothers can interfere with the effectiveness of their own immune

recognition. We need to make certain that the vaccine is present when the maternal interference wanes and it is somewhat variable in each animal.

Are Vaccines Safe?

There has been an odd push on the Internet and social media to smear vaccinations and blame them for a variety of health issues, ranging from cancer to autism. Educated and informed medical sources have refuted many of these claims. Be aware that, by and large, vaccination is a very good idea and has saved countless animal and human lives.

There are rare cases of allergic reactions to vaccines and these should be handled on an individual basis. That is not to say that random vaccines should be given regardless of risk because even though the risk of complications is small, if the chance of disease is smaller, one must find the balance. Those that speak out against vaccination may have forgotten that their ancestors might not

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Why Do I Need to Know About Vaccines?

As a pet business professional, you are viewed by the public as an influencer in the area of animal health. You want to be sure that you stay aware of all the current recommendations so that you can confidently answer questions and concerns. As the animal’s advocate, you may be the only source of credible information to combat the onslaught of bad advice.

In most cases, the risk of disease far outweighs the risk of significant side effects and pets should be vaccinated with vaccines deemed necessary by the pet’s veterinarian. Some vaccines protect pets from diseases that are zoonotic (infectious to humans) and because of human health risk, at–risk pets must be identified and vaccinated properly. n

References: 1. R.A. Meckel, “Levels and Trends of Death and Disease in Childhood, 1620 to the Present,” in Children and Youth in Sickness and Health: A Handbook and Guide, ed. J. Golden, R.A. Meckel, and H.M. Prescott (Westport, Conn.: Greenwood Press, 2004), 3–24 2. E. Jenner, Inquiry into the Causes and Effects of the Variolae Vaccine (London: Sampson Low, 1798), 45.

Kathryn Primm, DVM is the owner and founder of Applebrook Animal Hospital in Ooltewah, Tennessee. She has written and contributed content to many outlets, including magazines like Woman’s Day, Prevention and Health as well as Veterinary Economics, dvm360, Firstline , Vetted and dvm360.com. Her regular “Ask A Vet” column is featured on iheartdogs.com and iheartcats.com.

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