Pet Boarding and Daycare July August 2015

VOLUME 5 EDITION 4 • JULY/AUG 2015 WWW.PETBOARDINGANDDAYCARE.COM

PHOTO © TINA VALANT, EXTRAORDINARY PHOTOGRAPHY.

PET BOARDING & DAYCARE MAGAZINE

COUNTRY INN PET RESORT & ANIMAL HOSPITAL DAYCARE ACTIVITIES SIMPLIFY YOUR CLEANING THROUGH DESIGN

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FROM THE EDITOR STAYING AHEAD OF THE PACK Thinking about expanding? Maybe adding grooming, training, or exotic animal care? Well, more than likely, so is your competition. Even if your client base is bursting at the seams, it doesn’t hurt to Rebecca Shipman keep up with the trends and add new and Managing Editor exciting options for your faithful customers.

Need some inspiration? Keep reading! If you are thinking about adding training services but don’t know where to start, Amber Kingsley’s “Adding Training Services to your Boarding/Daycare Facility” spells it out, complete with pros and cons for each option.

If your daycare dogs are bored or getting into trouble, maybe they need some new activities! Read Teena Patel’s “Daycare Activities” to get some new ideas to keep your dogs stimulated and out of trouble.

Maybe you’re going to the extreme and building a whole new facility. Then you don’t want to overlook Al Locker’s “Things to Consider Before Building”. There may be some points in there that you hadn’t even taken into consideration when creating your plan.

If this still isn’t enough to inspire you, read our featured facility profile on Country Inn Pet Resort & Animal Hospital.

Owner Dr. Monica Silva never gave up on her dream and has the facility, complete with an Animal Hospital, to show it.

Maybe you do have the perfect facility, with all the bells and whistles and some unique extras. Would you like your facility to be featured as our “Profile of Success”?

Email Rebecca@Barkleigh.com to tell us about your facility and why you think it should be featured in our magazine.

STAFF PUBLISHER Barkleigh Productions, Inc. PRESIDENT Todd Shelly EXECUTIVE EDITOR Gwen Shelly MANAGING EDITOR Rebecca Shipman ART DIRECTOR Lucas Colton GRAPHIC DESIGNER Laura Pennington WEB DESIGNERS Lance Williams Luke Dumberth CHIEF OPERATIONS OFFICER Adam Lohr DIRECTOR OF SALES AND MARKETING James Severs CONTACT

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

On the cover: Dr. Monica Silva, of Country Inn Pet Resort & Animal Hospital, with Cesar Millan. © Tina Valant, Extraordinary Photography.

Copyright July 2015. Pet Boarding & Daycare is published bimonthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055.

Postmaster: Send change of address to Pet Boarding & Daycare c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. No part of this publication may be reproduced without written permission of the publisher.

Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX (717) 691–3381 Email: info@barkleigh.com

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CONTENTS FACILITY DESIGN

THINGS TO CONSIDER BEFORE BUILDING

36 THINGS TO CONSIDER

PROFILE OF SUCCESS: COUNTRY INN PET RESORT AND ANIMAL HOSPITAL

BEFORE

ANIMAL BEHAVIOR 8

12

Daycare Activities

22

Are You Properly Pricing Your Services?

Adding Training to your Boarding/ Daycare Facility

FACILITY DESIGN 30

6

ANIMAL HEALTH

42

Ticks and Mosquitos:

BUILDING

Low Food Drive Training Alternatives

BUSINESS 16

CERTIFICATIONMORE THAN JUST LETTERS

54

What to Know for Your Facility

Understanding Canine Cough and Canine Influenza Virus

INDUSTRY NEWS

54

Product News

By Al Locker

Simplify Your Cleaning Through Design

PET BOARDING & DAYCARE

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ANIMAL BEHAVIOR DOG

S LO VE T

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Y A D E R A C TIE I V I T AC

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By Teena Patel

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he experiences we create for our clients’ dogs amount to a lot more than just the care we provide during the day… hence daycare. As a result, some daycares are using the term “play care” to describe their service, but even then there are elements to the dog’s experience that are often ignored. These elements have a big impact on the dogs overall well being, mental health, physical health and emotional health.

The daycare environment can be detrimental or extremely constructive and its effects can be noticeable, even at home in an environment that is much more comforting and less stressful to the dog. When the experience is constructive, you often hear the pet parents say things like “I noticed Max sit when I reached over to open his crate… he never did that before.”

There is so much we can do to improve the overall experiences our 8

When thinking of ways to stimulate dogs, it is important to seek ways that allow the dogs to behave in the manner that is natural to them, however, often the nuisance it has on us overrides the opportunities we are willing to provide for them. dogs have, however, careful evaluation of the “whole picture” must be made first. This means, taking a closer look at things like: • What your environment (space) looks and feels like from the dog’s perspective.

• The types of dogs you have (breed, temperament, training history, behavioral history, age, size etc.).

• Your team’s familiarity of the dogs (period of time the dog has been PET BOARDING & DAYCARE

attending and frequency of visits).

• The experience level of the staff.

• The feasibility of being able to implement the activity safely.

Lets talk about some of the things dogs like to do. They love to run, sniff, chase, tear, dig, splash, hunt, climb, bark, burrow, roll, pull and retrieve.

When thinking of ways to stimulate dogs, it is important to seek ways that allow the dogs to behave in the manner that is natural to them, however, often

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BARK

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DIG the nuisance it has on us overrides the opportunities we are willing to provide for them.

For example, I often hear from dog daycare owners asking about our “beach area” for the dogs. Despite the amount of use and joy the dogs get from digging in the sand and rolling around in it, especially when they are soaking wet after splashing around in the lagoon; dog daycare owners resist to put sand pits in their facilities because of the added work it requires in sending the

dogs home clean.

These types of activities have a tremendous benefit in the overall emotional, mental and physical health of the animals. Additionally, activities that make sense from the dog’s point of view reduce, if not completely eliminate behavioral problems associated with stress, frustration, anxiety and boredom. This is the essence of why an owner chooses to bring their dog to a dog daycare.

If you have the means/facilities to

provide an outlet for physical exercise, there are an unlimited number of activities you can choose from: • Lure course • Agility • Dock diving • Scent work • Sand yards for digging • Playing with a water hose

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However, if you have a facility that is limiting in terms of space, implement activities that are not physically stimulating in nature. Through proper management and utility, examples of such activities include: • Soup bones • Stuffed kongs • Scent work games • Obedience practices • Indoor agility • Target training • Hide treats in kiddie pools (either filled with sand or water) The key to providing great activities is to know your dog(s) and to have staff that is creative enough to come up with games on their own and can implement them safely. Play between human and dog is one of the greatest forms of activities you can offer. Have fun and play hard! n

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LOW FOOD DRIVE

TRAINING

ALTERNATIVES

By Amber Kingsley

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PET BOARDING & DAYCARE

W

hen it comes to training a dog, you’ll find that some dogs will perform commands easily, requiring a minimal amount of effort on your part. Some dogs only need a little encouragement from a small bit of food or from a favorite toy to perform the task as desired.

Other dogs may be a little less accommodating, which can lead to some frustrations during training. Some dogs will train more slowly, seeming to have a mind of their own, acting as if they’re going to do what they want on their own time schedule. You may have to appeal to this type of dog’s food drive more often to achieve success in your training.

Understanding Food Drive A dog’s food drive is a measurement of its desire to eat. Different breeds of

dogs will have different levels of food drive, and even within a breed you will find individual dogs with different levels.

High food drive: A dog that has a high food drive will attempt to eat as much food as possible at meal time. If you have multiple dogs in your home, the dog with a high food drive may eat all of its food and then attempt to eat any food the other dogs have left in their bowls, for example. This type of dog can be easier to train, as it’ll be motivated to learn tasks through its desire for food.

Low food drive: A dog with a low food drive will be picky at meal time, and it may not really seem to enjoy its food much. When you attempt to give the dog a treat, it might not grab the treat immediately. And this type of dog may be unwilling to perform training tasks simply because of the reward of a treat.

Dealing With High Food Drive Dogs It’s important to keep an eye on a dog with high food drive at meal time, as this type of dog may end up overeating, leading to problems such as vomiting. Don’t let the dog find other sources of food. Cat food can be especially bad for a dog, leading to excessive weight gain.

When training a dog with a high food drive, you have to be careful that you don’t overdo the treats during training. For simple commands, you could end up completing the task a dozen times in a few minutes, and if you provide a treat each time, you may overfeed the dog.

Dealing With Low Food Drive Dogs While some people may give up on training a dog with a low food drive,

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Some dogs will prefer a toy to food when it comes to motivation, listening intently to the trainer as long as the toy is in view.

Retrievers may follow this type of training method for a tennis ball, for example.

labeling the dog as unintelligent, you must have some patience with this type of dog. It may take quite a bit of experimenting, but you probably can find something that will motivate the dog, even if it’s not food related.

Make it a game: Consider motivating the dog with a low food drive by appealing to the dog’s curiosity.

Place the treat in a container and let the dog hear the food rattling inside.

Let the dog chase the container around the room for a bit before giving it a command. Once it obeys the command, open the container and allow the dog to have the treat, which it may be more motivated to eat now, thanks to its

initial curiosity.

Toy: Some dogs will prefer a toy to food when it comes to motivation, listening intently to the trainer as long as the toy is in view. Retrievers may follow this type of training method for a tennis ball, for example.

Noise: Some dog trainers will use a clicker or other type of noise to gain the dog’s attention. Often times, though, the trainer will train the dog initially to associate the clicker with a treat, and eventually the dog responds to the noise instead of the treat, so this method may not work well with a low food drive dog.

Uniform: Some breeds just want to work. The anticipation of going to work

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as a volunteer or performing a task may be enough to motivate the dog during training. Some types of dogs will wear a vest when performing work, and sometimes simply putting the dog in its vest will cause it to become motivated to train. The dog will almost seem to change its personality and attitude when wearing its uniform, because it knows it’s now time to work.

Training a dog with low food drive can be frustrating at times. But the time you spend working with this dog will result in a very satisfying reward for both of you, once you find the type of training motivation that works! n

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BUSINESS

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PRICING $

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By Laura Laa

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f your market is like most, your costs have gone up in the past year. In some markets, due to increased minimum wage requirements, costs may have increased significantly.

And, if you’re also like most pet care business owners or investors, you are not comfortable raising your prices to keep up with – or stay ahead of these increased costs.

Just the thought of even a minor price change throws many business owners into daydreams and nightmares of driving all their customers to their competition in one mass exodus. With our assistance, and sometimes a little prodding, making adjustments on what you charge for your services is a critical exercise that each of our clients regularly review.

Understanding your pricing and costs is critical to running a profitable business. You need to have revenues left over so that you and/or your partners are well compensated. Owners of a pet 16

Just the thought of even a minor price change throws many business owners into daydreams and nightmares of driving all their customers to their competition in one mass exodus. care business can and should receive a nice return for all the time, sweat, tears and financial investments you’ve made.

Ways To Determine Your Ideal Pricing There are numerous ways to determine your pricing. The first important step is to determine your actual fixed and variable costs, then ensure you price your services above that cost so you have money left over to compensate the owners or investors of your business.

Calculate your fixed costs: Fixed costs are all those essential expenditures that you need to be in business whether PET BOARDING & DAYCARE

you have zero, one, or over a hundred pets in your care. Examples include: your mortgage or lease payment, infrastructure payments, property taxes, utilities, marketing and management costs.

Estimate Your Variable Costs: Variable costs are expenses that can be easily adjusted with occupancy changes. Examples include: labor, pet food, credit card fees, etc. You’re trying to determine how much more money each additional pet staying overnight or in daycare might cost your business.

In this industry, many businesses can incorporate an extra pet or pets for very little added cost. However, an

TOTAL COSTS C

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estimated variable cost per pet night by your expected occupancy to calculate the total

expected variable cost.

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extra staff member may be required to care for those additional (ten) pets.

Project a realistic expected occupancy and use your best judgment to develop a reasonably accurate variable cost per pet night.

Combine Total Fixed Costs and Total Variable Costs : To determine your total costs, multiply your estimated variable cost per pet night by your expected occupancy to calculate the total expected variable cost. Add that to your estimated total fixed costs. You now have your total estimated cost.

Divide this by your expected occupancy to determine your estimated cost per pet night.

Some people might make the mistake of using only this number to develop their price structure.

Remember that the owner and/or investors must be paid, and there should be enough money left over to handle unexpected expenses or to make

PET BOARDING & DAYCARE

additional investments to grow the business.

Most people will not take the time to do this exercise. If they did, they would realize their services are priced much lower than they should be.

The Most Common Pricing Model in this Industry: What do you feel you should charge? What will the market bear? The way that most privately owned businesses in the pet care industry seem to determine their pricing structure is to look at what their competitors charge and then either price the same, less or more than the competition.

Should You Charge the Same, Less, or More Than Your Competition?

Imagine sitting down at a quality restaurant and deciding on which one of two cheeseburgers to order for lunch.

One is $9.95 and the other is $13.95.

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Many feel that pricing their services less than their competitors will result in customers flocking to you. All things equal, this is simply not true. And in some cases, you might actually lose potential customers who view lower price as lower quality.

Without looking at the details, which one do you feel is a better quality and tasting burger? If you’re like most people, you decide the $13.95 burger is better. Interestingly, due to the higher price, when you read the description, you’re likely actually looking for the details to confirm the higher cost (bigger burger, higher-quality beef, comes with side dishes, etc.).

Price Position Makes a Statement: If you provide a higher level of care or amenities than your competitors, you should be priced higher.

However, when you charge more, you need to consistently explain to both prospective and existing clients why you

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are worth more and do so in a concise, compelling and consistent manner. This can and should be done through your visual imagery (building, marketing materials, staff appearance, and attention to detail). It should also be demonstrated in everything prospective and existing clients hear – the words and tone of your staff, the descriptions of your services and care.

The biggest opportunity to justify higher pricing is over the phone when the prospect first calls your company.

Because this is such an emotional business, prospective pet parents want to validate the company they are considering to care for their pet. This

PET BOARDING & DAYCARE

phone call provides them with peace of mind that their pet will be well cared for. It also provides a wonderful opportunity to positively promote additional services that will enhance the pet’s quality of stay.

A Pricing Myth: Many feel that pricing their services less than their competitors will result in customers flocking to you. All things equal, this is simply not true. And in some cases, you might actually lose potential customers who view lower price as lower quality.

Are You Making Enough Money?

Getting your pricing right is a critical task for the company’s owners

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and executives. If you don’t price your services high enough, and are unable to defend those prices, you won’t be able to repay your debts. The owners/investors won’t have enough return on investment or any money left over for themselves.

This would be a tragedy.

This is a very demanding business – financially (investing in brick and mortar, staff, training, etc.) and emotionally (worrying about all the pets in your care). By pricing your services properly, you’ll be able to realize the revenues your business deserves. n

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Getting your pricing right is a critical task for the company’s owners and executives. If you don’t price your services high enough, and

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A boarding kennel can be a great place for a dog to learn and practice training skills. Learning new skills in a busy, yet comfortable environment can be a great way to generalize a behavior into every day life.

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By Kama Brown CPDT-KA

G

iven how busy pet owners can be, it’s important to make sure the training advice and training services they receive are of the highest quality, ethically and scientifically sound, safe and successful.

There are a few ways to go about adding training services to your daycare and boarding program: Option 1: Promote an employee from within who demonstrates exceptional customer service and dog handling skills. Offer this person an education in becoming a dog trainer that gains them a certification through a national organization that can be verified by clients. Having this type of certification protects your clients and your business because the organization is able to hold the dog trainer accountable for their actions. This leaves less burden on the facility owner from policing and overseeing each decision their resident dog trainer makes.

Pros: Having a trainer who is available PET BOARDING & DAYCARE

40 hours a week to clearly communicate (and sell services) to dog owners who visit, as well as having a safety liaison to guide other employees in dog handling and group play. A certified trainer on staff is a huge selling point to potential clients and the facility keeps all profits past the hourly employee’s pay, which can be substantial.

Some facilities offer commission to the employee to increase sales and boost loyalty. Employees can also be expected to sign a no-compete agreement.

Cons: Certification can be expensive.

All certifying organizations require continuing education credits each year and most of these require multiple day travel. Online courses are an option as well but generally won’t cover an entire education. Like any other employee, the facility is responsible for the trainer’s taxes and insurance.

Option 2: Contract with a certified trainer (or two). This option allows the facility to choose a person who has

taken the professional steps on their own accord to become a dog trainer.

It is comforting to work with someone who has devoted their own resources to maintaining their accreditation.

Contracting with multiple trainers also offers more flexibility to add multiple specialty training services such as dog sports or shy and reactive dog classes.

Payment is an individual decision, but often times the trainer and the facility split the profits in a mutually agreed upon manner.

Pros: No upfront financial commitment for the facility, and the trainer is inclined to sell services anywhere they go, creating a following for him or herself. Many times, their reputation can boost the reputation of the boarding facility, providing a trustworthy brand of their own. Since they are selling for themselves as well, they will often do special events or expos at their own cost and time. But the facility has the flexibility to choose another trainer when the contract has ended, and the trainer carries their own certification costs, insurance, and pays their own taxes.

Cons: Scheduling can be tricky.

Most often a contracted trainer is not going to be at your facility more often than needed to run classes and work with scheduled clients and their dogs.

Since this person is a self employed professional, who is paid solely based on commission, a facility should not expect them to work for free with hourly employees or provide free training evaluations. Also, a trainer who behaves unethically elsewhere could impact the reputation of the boarding facility inadvertently if clients associate the two together.

Option 3: Rent out a section of your facility to certified dog trainers for a flat fee. The trainer can hold classes with the owners or spend their time training the resident dogs, one on one, while they are being boarded.

PET BOARDING & DAYCARE

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Pros: They carry all material and professional expenses, and scheduling is simple and routine. The trainer is usually responsible for cleaning the area afterwards and providing training materials and equipment, though all of this can be negotiated. This allows for

great flexibility for the clients since the facility can rent to a large number of different trainers. There is almost no cost to the facility while utilizing the space to create extra profits, such as the daycare area after hours or the play yard for agility during a kennel’s naptime.

Often a boarding kennel or daycare attendant may be the first to notice a behavioral problem in a client’s dog. It’s important to have a protocol for documenting and reporting behavioral problems in client’s dogs in the same manner as a health problem.

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Cons: If the classes fill easily and often, the facility is missing out on a large amount of profit. Also, the trainer could take the clients with them to another facility if they rent somewhere else, unless specifically agreed upon in advance.

Often a boarding kennel or daycare attendant may be the first to notice a behavioral problem in a client’s dog.

It’s important to have a protocol for documenting and reporting behavioral problems in client’s dogs in the same manner as a health problem.

My personal opinion is that kennels and daycares should refer all true behavioral problems to a veterinarian behaviorist (DACVB) or certified applied animal behaviorist (CAAB), because behavioral issues are truly health problems and beyond the responsibility (and insurance coverage!) of most dog trainers. However, working closely with a well known and respected CAAB or DACVB is a great way to increase customer trust and loyalty in an extremely safe and well-documented way. Many times (almost always) the protocol is going to include the use of a dog trainer as well and the client will be sent back to the facility and the referring trainer after the dog’s diagnosis.

Being a well-educated facility is probably the most important step in adding training services. Dog training is an unregulated industry and it’s important to take the steps necessary to protect your business, your reputation, your clients, your client’s dogs and the safety of your employees. Most of these steps are going to include a lot of background knowledge about which organizations you trust to regulate and hold their certified trainers accountable.

Your facility will be well known and trusted for dog training services if you are relentless about asking the right questions, validating sources, talking to other facilities in the area, and staying knowledgeable about current dog training practices. n

Different Types of Trainer Certifications

CAAB

Certified Applied Animal Behaviorist (CAAB)

This certification requires minimum standards of education (Masters or PhD), experience and ethics. Many behaviorists work in universities and conduct the studies that provide the information animal trainers and behavior consultants need to better understand and work with behavior cases. There are currently fewer than 60 certified behaviorists in the US.

CPDT-KA/ CPDT-KSA

Certified Professional Dog Trainer - Knowledge Assessed & Skills Assessed (CPDT-KA/CPDT-KSA): A CPDT-KA (Knowledge Assessed) has met minimum requirements as an instructor (including a minimum length of training experience), has submitted references from a client, a veterinarian, and another training professional, has passed a certifying examination and is required to meet a minimum of continuing education every two years.

A CPDT-KSA (Knowledge & Skills Assessed) has passed an

CDBC

Certified Dog Behavior Consultant (CDBC and Associate CDBC) Certified members have demonstrated competency in six core areas including assessment and intervention strategies, consulting skills, knowledge of animal behavior, and species-specific knowledge, and Certified Associate members are required to show competence in at least three of the six core areas of competence through the International Association of Animal Behavior Consultants.

additional certification process by providing evidence of training skill.

These requirements are set by the Certification Council for Professional Dog Trainers, the only independent certifying body in the industry.

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OTHER LABELS

PET BOARDING & DAYCARE

By Kama Brown CPDT-KA

DACVB

Veterinary Behaviorist (DACVB) A veterinary behaviorist can be invaluable for dogs with behavior problems, especially when the cause is medical or requires the use of anti-anxiety medication to overcome the problem. Unlike your dog’s regular veterinarian, a board-certified veterinary behaviorist has received education on animal behavior and passed an exam given by the American College of Veterinary Behaviorists.

Veterinary behaviorists and dog trainers may often work together on dog behavior cases. There are also many veterinarians who have a special interest in behavior and take additional certification process by providing evidence of training skill.

These requirements are set by the Certification Council for Professional Dog Trainers, the only independent certifying body in the industry.

Master Dog Trainer, Dog Psychologist, Behaviorist, Behavioralist and others are all terms, which anyone may apply to himself or herself without restriction. Further, AKC Canine Good Citizen Evaluator is not a qualification, as just about anyone over the age of 18 who has worked with dogs can become an evaluator.

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FACILITY DESIGN

THINGS TO CONSIDER

BEFORE

BUILDING

By Al Locker

26

PET BOARDING & DAYCARE

If your business plan proforma says a project with all the bells and whistles is not economical, you’ll have to fight the urge

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nless you are in the pet care business as a hobby, the total cost of building new or renovating your current pet care center should make economic sense. It’s easy to develop a long wishlist of trendy services and beautiful finishes when you see some of the newer facilities that are being built. The question is, what is your market and can the cost of the project be paid off and still give you the return on investment you need?

The Business Plan The best way to answer that question is to first create or re-visit your business plan. It will control not only

to build the Taj Mahal. the design, but the entire project, and should be provided to your designer to help in the project programming.

It’s the best tool to aid your designer/ architect to have a proper frame of reference.

If your business plan proforma says a project with all the bells and whistles is not economical, you’ll have to fight the urge to build the Taj Mahal. Perhaps totally gutting your current place and starting over with the newest services out there isn’t a good idea if it’s not supported by your business plan.

There are many total project costs in addition to the design fees and the construction costs. Costs such as site zoning applications, impact fees,

PET BOARDING & DAYCARE

furniture and fixtures, pet enclosures, interim interest, etc., are often overlooked, but need to be gathered and added to the proforma.

It’s in this process that the experienced designer needs to be able to give you accurate ballpark construction estimates based on your conceptual design programming. This will avoid the double cost of having someone design that perfect place only to find out after the construction bidding, that you can’t afford it and have to pay him all over again to redraw it.

Choosing a Designer Experienced professional help is definitely in order. Unfortunately there

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Designing a modern pet care facility today is much more complicated than the kennels past. Today we have a growing variety of popular services to offer that your pet-savvy customers want. aren’t many designers or architects who have the experience, knowledge and understanding of the pet care business and its very specific needs. This hurdle can sometimes lead people to take what seems to be an easier solution, which is looking around and copying someone else’s facility! This can be a huge mistake and is certainly not the path to success. Just because someone else has done it, doesn’t mean it’s a good design or economically right for your project.

Designing a modern pet care facility today is much more complicated than the kennels past. Today we have a growing variety of popular services to offer that your pet-savvy customers want. Each service has its own design and construction requirements for

space, staffing, size and needs.

When choosing the designer for your project they should be knowledgeable enough to ask you all the correct questions about the business operations to design for your needs and budget. They shouldn’t be asking you questions such as, “By the way, what’s doggie daycare?”

Functionality Industry labor costs average between 30 and 50% of the gross revenue. Your operations and procedures and how your staff will implement them are both crucial to the design and the bottom line. Very few operators run their place in exactly the same way. It’s wonderful to be so

individualized and still be successful; however, it increases the need for a designer that understands what you want to do.

For example: Resort A, a dog daycare that offers some overnight boarding, bathing only, and no retail, as compared to Resort B, an all-suite resort with indoor and outdoor daycare, obedience training, full grooming, a high-end boutique, and an indoor pool, will need completely different design considerations in order for staff to function efficiently. This is information you should spend time researching and detailing in your business plan as it will effect staffing ratios and provide the designer important information to include in his design.

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Long-Term Durability Watching the budget is important; however, not at the expense of construction materials that won’t hold up. Different areas of your facility will need different finishes.

For aesthetics you might choose a porcelain tile floor in the lobby, but put a troweled epoxy system in the kennel area because of its ease of cleaning and durability. Dogs can cause extreme wear and tear, so it’s critical that the enclosures and other materials hold up in high use areas.

To save cost, you might choose an epoxy paint-on concrete for kennel flooring which will need repainting every 6 months for eternity, or you could use the troweled epoxy system.

(The troweled epoxy floor in my wife’s pet resort has lasted for 20 years so far.) This is an area I suggest not compromising on.

Review the purpose of the area

and know what cleaning protocol will be in place. If your method of cleaning is spraying down the entire place every day, the materials used there will be different than if you use the wet-vacuum system. Again, cost versus durability raises its ugly head!

Research I suggest doing as much research as possible on facilities that have the same services that you want to offer. Look at their building and its construction and see how well it has held up. What is their cleaning protocol? Meet with as many pet care center owners as possible.

If they are not your direct competition and you don’t monopolize their time, they will most likely be helpful. You will need all this information when filling in the operations section of the business plan. If you have an existing facility, it can still be beneficial to see what’s new and how others are operating.

The main thing is not to get overwhelmed with the process. Resist the tendency to want to jump from idea to breaking ground. While your project is still on paper you have the best chance to avoid mistakes. Take each step in sequence and don’t be afraid to go back and revisit things as the project is molded into its final form. The result will be well worth the effort! n Al Locker is the president of Turnkey, Inc. Turnkey, Inc. is a 52-year old construction company specializing in design and design consulting for the pet industry; designing over 60 pet care facilities around the U.S., and building twelve in the Houston area. Designs range from ground-up construction to lease space build-out/tenant improvements. Al & his wife, Suzanne, have owned ABC Pet Resort since 1991.

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CLEANING

By Craig McAllester, Kennel Designer

I

’m on an airplane heading to Kentucky to look at the conditions of an animal shelter that has fallen into disrepair. Next week, I’ll be in Philadelphia to see a kennel that has run out of space. I travel like this, every now and again, when a client has a concern about their kennel, shelter or animal hospital and they need help to remedy troubles that plague their building.

Sometimes, these troubles are minor where a simple fix may answer the call.

Other times, years of abuse may have taken their toll on the building.

Perhaps they need to renovate, expand, or, perhaps it’s too far-gone and maybe the building needs to come down and they need to start anew.

Each project brings a unique set of circumstances, and from the pictures I’ve seen thus far, this trip will be no different.

30

More often than not, the troubles relate to one of these: • Water • Drainage • Air Quality • Mold Growth • Cleaning The constant cleaning in a kennel is really hard on the building. If not handled properly, water will quickly find its way into the walls or other places and cause serious damage or promote mold growth.

A number of years ago, I was asked if there wasn’t an easier way to handle the daily task of cleaning. Perhaps something like a fire sprinkler system, they explained, to make their new kennel “self-cleaning”.

Do you remember the television series Tool Time? On one particular show, Tim built, what he called “The Man’s Kitchen.” Essentially, it was a giant walk-in dishwasher that contained

PET BOARDING & DAYCARE

an entire kitchen. When the meal was finished, everyone would get up and leave the room, lock the door, and Tim started the Man’s Kitchen cleaning cycle. The entire room was washed and dried, from top to bottom, the pots and pans, dishes, countertops, furniture, everything, and all at the push of a button!

Well, if you are reading this article, then I think you probably know that there is no such thing as a self-cleaning kennel. In fact, a kennel is a lot of work.

Through proper design, however, the task of cleaning your kennel can be made much easier. By eliminating the cleaning water from the building right away, you can minimize the chance of mold growth and reduce the chance of rust, which helps to keep the air in the building free of moisture too.

A lot of the troubles I see have been caused by poor design that was ‘engineered to fail.’ Sometimes I see a detail only to say, “What were they

FIG 1

Figure #1: Built less than 8

years ago. Concerns regarding building moisture.

Observations: - Standing water has caused considerable damage - High watermark on post and floor - Water unable to flow to drain

thinking?” Likely, it was built in good faith, but perhaps using a method for a different use, or built by someone unfamiliar with the special needs of an animal care facility.

The very first thing I notice when I walk into any kennel is the air quality.

That first breath of air, as I walk through the door, tells the ‘tail’. If the building has a strong animal odor or if the air feels heavy or even wet, then there’s a chance that the mechanical system is not doing its job. If the drains remove the water from the floor quickly, that limits the amount of work the mechanical system has to do in getting rid of the water that has evaporated into the air.

This in turn limits the amount of mold growth that can occur; it improves the air quality; and all that limits the amount of work needed to keep the kennel clean.

If odor is strong in the human spaces too, then it’s likely that the air in

the animal areas is being recirculated through the human spaces of the building rather than being exhausted to the outside. Perhaps no air is being exchanged at all—something that needs to take place to remove evaporated

PET BOARDING & DAYCARE

water from the building.

Fig 1) This picture is of a kennel that was built less than eight years ago.

The concern was regarding moisture in the building. A kennel in distress where standing water has caused considerable

31

FIG 2

Figure #2: 34 years older than

Fig #1. Minimal signs of wear.

Observations: - Drainage system collects water - Water eliminating floor slope - Mechanical system taking care of excess water

damage.

Upon first observation, I see a high watermark on both the floor and the wood post. This indicates that water has been ponding on the walkway in front of the kennel stall. I see the masonry wall at the back of the stall is unfinished. Both the standing water on the floor and the water that has been soaked-up by the masonry wall will evaporate into the air.

This increases the humidity level within the building.

The kennel enclosure has a trench

drain at the back of the stall, but the water on the sidewalk cannot flow to the drain because of a concrete dam directly in front of the gate.

Perhaps, their ‘dam-thinking’ was to create a shower-pan type enclosure in an effort to contain the water inside the kennel or perhaps to keep urine from running out, onto the walkway. They failed to consider that any standing water on the walkway, beyond the fence, would not be able to get to the drain. A human shower normally has no water beyond

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the shower door or curtain. A kennel has water everywhere and it must find its way to the drain!

Fig 2) Here is another kennel, but this building is 34 years older than the one in Fig 1. This kennel had a very mild moist feel, but I arrived just after cleaning time.

The kennel had minimal wear and it was mostly on the enclosures. For the most part, the wall and floor finishes have been well maintained over those years. A drainage system in each kennel collects the water. The floor slope permits water

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FIG 3

to be eliminated quickly. That way only a little water remains and the mechanical system takes care of any residual water.

Fig 3) This same kennel is showing only minor ware after forty-two years of holding animals. The heavy gauge chainlink has held-up extremely well over the years. Most of the fencing offered today is made from considerably lighter gage fabric and the pipe wall-thickness is much thinner too.

I would say that most often, when a kennel is undergoing an interior renovation, they are doing so because one of these causes: • The chain-link enclosures are worn-out.

• The concrete floors need to be refinished.

• The masonry walls need to be refinished.

• The drains are not working or are warn-out.

Buying the right materials, right from the start, will save you a lot of money over the long haul, and simplify your cleaning for years to come.

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.

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PROFILE OF SUCCESS

DON’T STOP

BELIEVING

By Kathy Hosler

36

PET BOARDING & DAYCARE

Photos provided by Country Inn Pet Resort

I

f you have a dream and you really believe in it – nothing can stop you from achieving it,” affirms Dr. Monica Silva, proud owner of the Country Inn Pet Resort & Animal Hospital located in Davie, Florida.

“I’m originally from Brazil,” says Veterinarian, Dr. Silva. “I’m used to seeing dogs in wide open spaces with lots of room to exercise, not just boarded 24/7 in a run. I got the idea to build a resort for pets that had lots of space and fun activities for them while they are in a safe, comfortable environment. And, I wanted to have an animal hospital connected to it.”

Dr. Silva began to do extensive research. She went to veterinary conferences, ABKA (American Boarding Kennel Association) meetings, and read every book she could get her hands on about building kennels. Then she began

to visit pet resorts all over the United States to get ideas for her facility.

“I wanted to see what was working for others and implement the best ideas at my facility,” shares Dr. Silva. “If you do things the right way from the beginning, you are going to avoid lots of headaches in the future.”

The search began for a piece of land that was in a good location and was large enough for her purpose. In 1999 she bought eight acres of land near Miami in Davie, Florida. Dr. Silva hired an architect to design her pet resort and hospital. She had heard him speak at a Veterinary conference and knew that he was familiar with designing both boarding kennels and animal hospitals.

Knowing that the stress level of pets in a kennel situation can be high, Dr. Silva wanted her facility to be designed to reduce stress in their guests and to

PET BOARDING & DAYCARE

eliminate excessive noise.

“No dogs face each other in their boarding enclosures – that helps avoid fence fighting and also minimizes stress,” says Dr. Silva. “When you design it this way, you lose space and have less capacity. But, it is better for the dogs.

My first priority is always the animals.”

The Country Inn Pet Resort & Animal Hospital is a 20,000 sq.ft. facility. During construction, they installed safety features like high impact glass in all the windows to help protect from storms and hurricanes. They also have two huge back-up generators so that they will never lose power in the resort or the hospital.

In 2006, the Country Inn Pet Resort & Animal Hospital opened its doors.

Dr. Silva’s dream had become a reality.

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They can accommodate about 240 dogs

and 26 cats. There are 148 standard suites, 22 VIP suites, and 10 senior dog suites.

training at their dog psychology center, and an animal hospital – all under one roof. They can accommodate about 240 dogs and 26 cats. There are 148 standard suites, 22 VIP suites, and 10 senior dog suites. Seventy percent of the suites have private outdoor patios for the dogs to enjoy.

The suites are decorated in a cozy country theme. Many of the bungalows and cabins have windows that offer pets a calming outdoor view. Their newest wing has a beautiful skylight ceiling that gives pets the feeling of being outdoors, but the safety of being inside.

“I’m a firm believer that the key to keeping dogs happy and healthy is exercise and lots of Love,” says Dr. Silva emphatically. “Every dog is taken out four times a day and allowed to exercise PET BOARDING & DAYCARE

and play off leash in spacious double fenced play yards. Then they can rest and relax in their air-conditioned suites where music plays twenty-four hours a day.”

Their daycare averages fifty or more dogs per day. The dogs are grouped by size and temperament, and there is one staff member for every ten to twelve dogs. They have twentytwo outdoor play areas, covered with artificial turf. There are also four large outdoor parks where the dogs enjoy playing on the real, natural grass. The parks and outdoor areas have lots of canopies and shade and plenty of play equipment.

The Resort has two salt chlorinated pools for the pets and a ‘Paw-cuzzi’.

The 10’ X 20’ bone-shaped pool is

three and a half feet deep and has a beach entrance that makes it really easy for the dogs to get in and out of the pool. In the second pool, they enjoy splashing in the water and playing in the pool’s water sprays.

Their website, www. countryinnpetresort.com is packed with information about all the services that they offer, including online reservation requests. “Our website brings us a lot of business,” shares Dr. Silva. “And we have found that Facebook and other social media sites are very important. People can get information about our facility any time of the day or night.”

Dr. Silva gives a lot of credit to her staff for their part in making the Country Inn Pet Resort & Animal Hospital such a success. “The reason Country Inn has such a good reputation is because we work as a team,” says Dr. Silva. “Most of my kennel and veterinary staff of about twenty-five employees has been with me since we opened in 2006. It’s hard work, but they are very dedicated. We have great communication between all the areas – the kennel, front desk, animal hospital, etc.”

Connected to the pet resort is their animal hospital. During the research and construction phase, it was decided that the resort and animal hospital would have separate entrances and that they would each have their own air filtration systems. The hospital is fully equipped and has an in-house laboratory and surgical unit. They have two veterinarians on staff and a dental specialist that comes in once a week. It is AAHA (American Animal Hospital Association) accredited; only twelve to fifteen percent of American Veterinary Hospitals are AAHA accredited.

Even though the Country Inn Pet Resort & Animal Hospital quickly became a hugely popular and thriving business, Dr. Silva had not completely fulfilled her dream. She has always been

The hospital is fully equipped and has an

in-house laboratory and surgical unit. They

have two veterinarians on staff and a dental specialist that comes in once a week.

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In 2014 there was an exciting addition to the Country Inn Pet Resort & Animal Hospital.

They became a Cesar Millan Dog Psychology Center (DPC).

40

PET BOARDING & DAYCARE

a huge fan of Cesar Millan, and had dreamed of him coming to her facility to film an episode of The Dog Whisperer.

Once again, Dr. Silva began to do research in order to make this dream a reality.

Ultimately, Cesar Millan did come to the Country Inn Pet Resort – but instead of just visiting, he decided to do something more permanent.

In 2014 there was an exciting addition to the Country Inn Pet Resort & Animal Hospital. They became a Cesar Millan Dog Psychology Center (DPC).

Cesar’s original DPC is located in Santa Clarita, California. Cesar’s dream and mission has always been to rehabilitate dogs and train people. The spaciousness and amenities at the Country Inn Pet Resort make it an ideal location to bring TCW (Training Cesar’s Way) to pets and their owners on the East Coast.

At the Country Inn Pet Resort, they offer training courses which include everything from obedience training, to resolving a multitude of behavior issues.

The center is open Monday to Saturday to the public and Sunday only for checkouts, and it is staffed by a team of Cesar Millan trainers. They hold group classes, private classes, host six week TCW courses every Saturday, and also do in-home training.

Cesar Millan comes twice a year to personally give his five-day Fundamentals of Dog Behavior workshops.

The Country Inn Pet Resort & Animal Hospital and the Cesar Millan Dog Psychology Center have become enormously successful. They are so busy that they are planning to expand their training program and will soon have to add additional boarding – but, Dr. Silva is not done yet…

Dr. Silva is helping others fulfill their dreams by giving consultations and sharing her knowledge with people who want to build and operate a successful pet resort. And one thing that she will tell anyone who has a dream is, “Don’t stop believing!” n

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ANIMAL HEALTH

TICKS AND MOSQUITOS WHAT TO KNOW FOR YOUR FACILITY

By Jason and Steven Parker

T

he summer sun means wonderful weather for people and pets. Unfortunately, pests and parasites also love this time of year, as it means prime feeding.

Prevention is the best method of reducing risk of disease and infestation for pets and your facility. It is a good idea to ask questions about prevention when new pets are staying with you.

Always consult a veterinarian for proper diagnosis and treatment options for any dangerous pests. We highly recommend building a strong relationship with veterinarians so that you have a trusted source to go to in any situation.

Ticks Ticks commonly surface in the spring and will stay most active through fall. They live in high brush areas or tall grass and love to latch onto playful animals. They are commonly found close to the head,

42

Prevention is the best method of reducing risk of

disease and infestation for pets and your facility. It is a good idea to ask questions about prevention when new pets are staying with you.

neck, feet and ear areas of pets, but can ultimately be found anywhere on a dog’s body. If found, ticks should be removed immediately to reduce the risk of harmful disease and health complications.

There can be many complications from ticks, including blood loss, tick paralysis, irritation and infection.

Beyond that, ticks can also spread disease, most commonly Lyme disease. Lyme disease can lead to fatal complications and should be treated immediately if symptoms are suspected.

Some common or more noticeable symptoms include swelling of the infected area, swelling of joints, loss of appetite and fever.

Successful tick control for your facility starts in your yard. Make sure grass is mowed regularly, eliminating tall grass, weeds and brush. Ticks are also commonly found near rodents, so make sure your facility is clean, well-kept and rodent-free.

Mosquitos Dogs have some natural protection from mosquitos, but they are nowhere near resistant to the potentially dangerous effects of bites. The most dangerous of diseases that come from mosquitos is Heartworm.

Heartworm is a parasite that lives in the blood vessels and heart of pets that are infected and is spread by

PET BOARDING & DAYCARE

43

mosquitos from dogs that contain the parasite. When an infected dog is bitten, the blood mosquitos withdraw can contain the offspring of the heartworm which is then passed along as the bug bites a second dog. These nasty parasites live inside the host’s blood vessels and heart and can grow up to a foot in length.

These parasites are extremely dangerous when left untreated. Common symptoms include coughing, vomiting, difficulty breathing and fainting.

There are easy ways to reduce mosquito populations around your facilities. Mosquitos love stagnant water; they breed and thrive in this environment. Making sure any puddles or sources of standing water are cleaned up and emptied makes breeding difficult for mosquitos. You should also change and clean outdoor water bowls frequently. If you have tire swings or any features like this that unnecessarily hold water, try drilling a hole in the bottom so water can drain. n

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UNDERSTANDING

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anine Infectious Respiratory Diseases have been in the forefront of the news for pet parents in the last few months. Severe outbreaks of a new strain of the Canine Influenza Virus, H3N2, appeared in the mid-west and has now spread to many other states. It is believed that this form was brought into the country by infected dogs from Asia. This most recent outbreak should raise many important questions for pet care facilities. Some of these questions can best be answered by having a better understanding of canine respiratory disease causes, how they are transmitted, and identifying symptoms as quickly as possible.

“Canine Cough,” “Infectious Tracheobronchitis” (ITB), or “Canine Infectious Respiratory Disease Complex” (CIRDC) are the preferred terms for the condition that used to be called “Kennel Cough.” Our industry prefers the term “Canine Cough” because it describes the syndrome—coughing dogs—and does not imply that the disease is caused by a pet care facility. Canine Influenza is one of the highly contagious viral causes of Canine Cough. Dogs can become infected anywhere: at the dog park, taking a walk through the neighborhood, or even in their own backyards.

Canine cough and Canine Influenza Virus (CIV) are diseases that every pet care facility employee should be made aware of in order to maintain the healthiest environment for all the guests in your care. Not only may employees encounter dogs infected with canine cough or CIV, but they will also need to be able to educate clients about these diseases and communicate knowledgeably with veterinarians. To do this, your team needs to fully understand your facility’s vaccination requirements and effectively implement your facility’s disinfection protocols.

Causes Many pet parents think canine cough is only caused by Bordetella, and assume that if their pet has a current Bordetella vaccine it will be protected. Unfortunately, this isn’t true.

Many different infectious organisms, only some of which can be prevented by immunization, can cause canine cough. In addition, vaccines are not 100% protective and even a vaccinated dog can contract a mild form of the

disease. Finally, coughing can be due to many non-contagious conditions such as chronic bronchitis, heart disease, collapsing trachea, heartworm disease, etc.

Bordetella bronchiseptica is a bacteria which can infect dogs, cats, pigs, horses, rabbits and rodents. Although rare, it can infect immunocompromised humans (such as people with HIV, receiving chemotherapy, or after splenectomy surgery). It is closely related to

Not only may employees encounter dogs

infected with canine cough or CIV, but they will also need to be able to educate clients about these diseases and communicate knowledgeably with veterinarians.

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CIV is now considered endemic (meaning it is firmly established in the local dog population) in urban areas of Florida, New York, Colorado and Pennsylvania.

Bordetella pertussis, the bacteria which cause whooping cough in people. In dogs, Bordetella bronchiseptica most commonly causes tracheobronchitis— inflammation of the trachea (windpipe) and bronchi (airways). Bordetella infection in dogs has an incubation period of 3-10 days, meaning symptoms won’t show up until 3-10 days after the dog was exposed to the bacteria.

Canine cough can also be caused by parainfluenza, adenovirus (Type-2), corona virus and mycoplasma.

Canine influenza virus (CIV) is one of the family of influenza viruses that includes human, avian and swine influenza. These viruses are notorious for mutating and changing (that’s why

the human flu vaccine changes every year). Canine influenza mutated from equine influenza and was first seen in dogs in 2004 in an outbreak at a racing greyhound track in Florida. CIV is now considered endemic (meaning it is firmly established in the local dog population) in urban areas of Florida, New York, Colorado and Pennsylvania.

Although over a third of dogs died in that first outbreak in Florida, the average mortality rate is much lower, only 1 to 5 percent. CIV has an incubation period (time from infection until symptoms develop) of 2-5 days. In 2015 a new strain of CIV, H3N2, first appeared in the Chicago area and as of this writing has spread to neighboring states, Texas,

California and the East Coast.

Transmission All of the organisms causing upper respiratory diseases in dogs are highly contagious. They are spread through secretions from the eyes, nose and mouth. They can be spread by aerosol (tiny water droplets sneezed or coughed from an infected dog), which means they can spread through the ventilation system of the pet care facility, or from dogs in one backyard to another. Respiratory infections can also be spread by direct contact (e.g., dogs touching noses and mouths), employees (hands, shoes, clothing) and by “fomites.” Fomites is a term for

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sample health report card ____________________________________’s Report Card Last Name ______________________________________ Examined By_______________________ Date: ________

VACCINATION PROGRAM ___ ALL OK ___ DUE q Distemper/Parvo

q Lyme

q Bordetella

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

q Rabies

q Rattlesnake

q Flu

q Distemper q Leukemia

ABDOMEN q Excessive shedding/hair loss q Itchy q Parasites q Other: ________________

q No problems found q Abnormal lump q Tense/painful q Distended q Other: ______________________________

LUNGS EYES q No problems found q Cloudy lens: L ___ R ___ q Discharge q Other: ________________ q Inflamed q Eyelid Problem:_________________________________

EARS q No problems found q Inflamed q Itchy

q Abnormal lump: L ___ R ___ q Excessive wax/hair q Other: ________________

q No problems found q Breathing too rapidly q Coughing

q Breathing difficulty q Congestion q Other: ________________

DIGESTIVE SYSTEM q No problems found q Excessive gas q Vomiting q Eating disorder

q Abnormal feces (BM) q Diarrhea q Other: ________________

URINARY/REPRODUCTIVE SYSTEM NOSE & THROAT q No problems found

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

q Nasal discharge

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

WEIGHT: _____ lbs q Normal range q Too heavy

q Too thin q Recommended weight: _______

INTESTINAL PARASITES/WORMS LEGS & PAWS q No problems found q Lameness/pain

q None seen q Seen during exam q Suspected q Joint/nail problem q Other: ________________

COMMENTS:

PRODUCTS RECOMMENDED:

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SEVERE INFECTIOUS RESPIRATORY

DISEASE

• Rapid respiratory rate

• High fever

• Lethargy, listlessness • Anorexia

• Difficulty breathing

• Pus-like nasal discharge up mucus • Deep cough, possibly bringing • Pneumonia

Although we call it “canine cough,” there may not always be a cough in canine

infectious respiratory disease complex. Not all symptoms will be seen in every dog.

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Optional raised vinyl coated floors.

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inanimate objects that can transfer disease, like water and food bowls, toys, beds, grooming tools, etc. An important factor to be aware of with influenza is that viral shedding can actually occur up to 3 days before the dog shows any symptoms.

Symptoms In general, symptoms of all canine infectious respiratory diseases can be broken into mild or severe symptoms.

Although we call it “canine cough,” there may not always be a cough in canine infectious respiratory disease complex. Not all symptoms will be seen in every dog. Symptoms include: Mild cases • Dry, hacking cough (“like he has a bone stuck in his throat”) which may persist for up to a month even with treatment • Gagging, retching • Soft, moist cough • Normal or slight decrease in activity level • Cough, particularly caused by excitation, exercise, or pulling on the collar • Possibly nasal discharge (watery to mucous) • Normal temperature or low fever (102-103 degrees Fahrenheit) Severe cases • High fever (104-106 degrees Fahrenheit) • Lethargy, listlessness • Anorexia (not eating) • Difficulty breathing (dyspnea) • Rapid respiratory rate (tachypnea) • Pus-like nasal discharge • Deep cough, possibly bringing up mucus • Pneumonia (lung infection Note: the fatal hemorrhagic (bleeding) pneumonia that was seen with influenza outbreaks at Greyhound tracks has not been seen in other breeds and locations.

It’s important to remember that

Canine Cough and Canine Influenza Virus, while easily spread and

scary, are manageable with the proper education for pet parents and

employees. Staying up to date on disease outbreaks and cases in your area can help a facility be proactive in taking the correct precautions.

the causative organism(s) cannot be diagnosed based on symptoms. Also, mild symptoms do not necessarily mean the organism is innocuous. For example, a dog with just a minor runny nose might be shedding CIV, which could be very serious for another dog.

Any dog that is coughing or showing other signs of illness should be seen by a veterinarian.

Canine Cough and Canine Influenza Virus, while easily spread and scary, are manageable with the proper education for pet parents and employees. Staying up to date on disease outbreaks and cases in your area can

help a facility be proactive in taking the correct precautions. Communicating in advance to employees and pet parents, even if there is not an outbreak in your area, can help them feel more secure and knowledgeable about what to look for in their pets. n Outstanding Pet Care Learning Center is dedicated to protecting and growing the Pet Care Industry through World-Class Pet Care Training and Education. OPC Learning Center’s curriculum: • Delivers necessary pet care training

in the convenience of your facility, • Saves training, time and energy of

owners and managers • Provides convenient,

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for immediate access • Offers immediate on-line testing to

give you assurance that the material

was understood • Reduces potential injuries to your

staff and guests • Can increase health and happiness

of the pets in your care • Protects you, your staff, and your

bottom line For more about our courses, visit: www.OPCLearningCenter.com

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51

INDUSTRY NEWS

CERTIFICATION

MORE THAN JUST LETTERS BEHIND YOUR NAME

By Susan Briggs

W

hy do the letters behind a name matter? They distinguish a profession and a commitment one makes to be knowledgeable and ethical in providing services to clients.

Pet Care Services is currently at a cross road as the public is split 50/50 into two extreme views. One group assumes all pet care providers are professionals or else they would not be in business. The other group hears horror stories of care gone wrong and fears leaving their pets with anyone they don’t know.

Pet Care Professionals Are you proud of your profession?

Do you share your commitment to providing quality care to your clients?

Your website and marketing should highlight the education and training you and your staff have and continue to obtain. Every professional member has a responsibility to the professional

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perception of our industry.

The lack of regulation and ease of entry to starting a pet care business is only making it harder to distinguish oneself as a pet care professional.

To recruit and retain great staff we also need to focus on pet care being a great career choice for people that love animals. Certification is an important step for our industry to finally recognize ourselves as the professionals we are.

Differentiate Your Business A professional that obtains certification is proud to put the letters behind their name. They made a commitment and investment in education to reach the top of their industry. Their clients know their knowledge has been validated through testing.

Certified professionals also commit to industry ethics in how they operate their businesses which also builds

PET BOARDING & DAYCARE

trust with the public. Today every pet death or tragic accident that makes the news reflects poorly on everyone in the industry. Every business gets painted with the same negative perception and our profession loses trust from the public and regulators.

Another benefit of certification is the ability to price in the upper range of the market. People expect to pay more for care provided by certified professionals.

When we can charge higher rates we can pay certified staff higher wages and reduce turnover. You save training costs and quality of care improves with a team of experienced professionals.

Professional Animal Care Certification Council The challenge of recognizing the true pet care professionals in pet services from hobbyists and operators seeking profits or extra income has been an ongoing frustration. Last fall at the

APDT conference I spent time getting information from the Certification Council for Professional Dog Trainers (CCPDT) on what is required to bring independent certification to a profession.

After that discussion I was convinced that independent testing and certification was the answer. It provides the black and white designation of a professional provider that is easy for the public and regulators to understand.

Charlotte Biggs and I founded a non-profit, Professional Animal Care Certification Council (PACCC), in March. The council has formed a board and hired Professional Testing Corporation (PTC) to guide us through the process of bringing independent certification to the animal care industry.

PTC came highly recommended by CCPDT and other professionals working in the certification industry.

Independent certification is an important step for our industry. Using a testing process to assess knowledge and skills in providing care for animals validates our professionalism. PACCC’s goal is to commence the first testing in 2016 for the pet care services industry (e.g., pet lodging, dog daycare, pet sitting).

There is a lot of work ahead to achieve this goal and you can have input to the process. We feel strongly that the certification and testing process needs to be created by members of the industry.

We also recognize the importance of educating the public regarding professional care and certification. Our board includes a public representative and we have a committee focused on marketing the value and importance of

certified pet care directly to the public.

We hope you recognize the value and are excited about professional certification, as we need your help.

All levels of participation will make a difference, so get started by visiting our website www.paccert.org to: 1) Join our mailing list and receive updates on certification progress and participate in industry surveys as our committees seek input.

2) Volunteer to serve on one of our seven working committees.

3) Commit to certification testing in 2016 and be a leader in Professional Animal Care.

We are very excited by the enthusiastic response to PACCC and believe in the power of an industry working together on a shared goal. More importantly we look forward to next year and seeing many letters after names on certificates hanging in your lobby. n

Susan Briggs is co-founder of the Professional Animal Care Council and led the volunteer team that created the first dog daycare operating standards. As founder of Crystal Canine she provides business management and training resources for the pet industry. Check out her FREE reports and other management tools at: www.CrystalCanine.com. As “The Dog Gurus”, Susan and Robin Bennett’s mission is to improve safety in the off-leash dog play industry through our membership site at www.

SafeOffLeashDogPlay.com. Susan’s career in the pet industry began as co-founder of Urban Tails, a large multiservice pet care center in Houston Texas. In 2008 her first book Off-Leash Dog Play: A Complete Guide to Safety & Fun co-authored with Robin Bennett was published. She is also author of Counting Noses, the only accounting and financial guide customized for the pet industry.

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NEW PRODUCTS

HARTZ LAUNCHES YEAR-ROUND FLEA & TICK CONSUMER EDUCATION CAMPAIGN

The primary flea and tick season in the United States is April through September; however fleas survive throughout the year. Hartz is committed to educating consumers that a consistently protected pet mounts a stronger defense against flea infestation. Hartz has a complete line of flea and

tick products, including collars, shampoos, home and garden sprays, and its best prevention product; Hartz® UltraGuard Pro® Flea & Tick Drops for cats and dogs.

The ‘No F&T’ approach will target consumers with the hashtag #NOFT to create community among pet owners and establish a prevention lifestyle. For more information, please visit www.hartz.com/brands/ hartzultraguard.aspx and @HartzPets on Facebook.

INTRODUCING THE NEW, IMPROVED COOL PET PAD

Breakthrough Eco-Friendly product keeps canines cool without water or electricity!

save the date: pet boarding & daycare expo November 9-12, 2015 (Hershey, PA)

HAPPY CAMPER CARD Great for boarding kennel and daycare operators!

Grade each pet in your care from an A+ to an F. Time-saving checklist will let your clients know that their pets ate well, had fleas, or should see a vet... and much more!

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Great promotional tool!

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This patented cooling pad has a special non-toxic, warmthabsorbing gel that’s actually pressure-activated by the pet’s own weight, which lasts up to four hours. The cooling pad provides soothing relief and is helpful for addressing a host of health conditions, from hip dysplasia and post-surgical recovery to itchy skin and allergies.

The Cool Pet Pad is available in small, medium-large, medium, large, and extra-large sizes and is designed to fit standard size beds and crates. The suggested retail price ranges from $24.99 to $84.99.

To learn more about this and other Green Pet Shop products, visit www.TheGreenPetShop.com.

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HARDWOOF OFFERS PET-FRIENDLY WOOD FLOORING WITH INDUSTRY-LEADING SCRATCH RESISTANCE

Hardwoof, a new pet-friendly hardwood flooring line, features the natural warmth, beauty and sound of real wood with the durability of acrylic-infusion. It’s industryleading scratch, dent and moisture resistance withstands thousands of trampling dogs’ clawing, running and chewing. Facility owners

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don’t have to sacrifice beauty with Hardwoof’s 12 styles available on three types of wood or safety with its FloorScore certification.

Businesses can benefit from Hardwoof’s affiliate program with a 10 percent commission on referrals.

Information about free samples and the innovative affiliate program —including a free digital asset package to help with marketing— is available at hardwoof.com.

CLASSIFIEDS CALL (717) 691-3388 EXT. 206 TO PLACE A CLASSIFIED Rates: 25 words or less – $50 Each additional word – $2 each Classified ads must be prepaid.

Call for issue deadlines.

Agency discounts do not apply.

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AIR OASIS 5000

Proudly Made in the U.S.A., the Air Oasis 5000 is strong enough to cover 5,000 sq. ft. of commercial space yet weighs only 8 lbs., and requires no maintenance for 3 years. The AO5000 will eliminate all odors related to pets, smoke, cleaning chemicals, mold, and much more. It also quickly reduces contaminants caused by VOCs, mold, smoke, bacteria, viruses, and many other allergens. The AO5000 is a commercial air and surface sanitizer more powerful than other technologies, but also unique because it is very energy-efficient, the equivalent of running one 100-watt light bulb. www.airoasis.com.

PROVERBIAL WISDOM Hard works brings prosperity; playing around brings poverty.

Proverbs 28:19 Living Bible

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READER SERVICE CARD #10579

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