Pet Boarding and Daycare May June 2015

VOLUME 5 EDITION 3 • MAY/JUNE 2015

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PET BOARDING & DAYCARE MAGAZINE

CATTERY DESIGN NERVOUS DAYCARE DOGS PAL’S INN PET RESORT

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FROM THE EDITOR DOGS HAVE OWNERS, CATS HAVE STAFF Merriam-Webster defines a pet as “a domesticated animal kept for pleasure rather than utility”.

And since our magazine isn’t called Dog Boarding & Daycare, we try to not leave out all of the other Rebecca Shipman species that sometimes need your care.

Managing Editor Although dogs are probably number one on your client list, cats most likely come in as a close second - if you even provide services for them at all. Cats are typically not as social as dogs; they don’t enjoy riding in the car or playing in large groups in an unfamiliar setting. While there are those unique few who do, cats still need to be cared for while their owners out of town.

If only going away for a night, most people will make sure the litter box is clean and leave a sufficient amount of food - providing they don’t have the eating habits of a dog. And if they do inhale any amount of food you put in front of them in one sitting, you can do like my sister does when she goes away and hide small bowls of food around the house - a fat kitty treasure hunt!

Cats are more independent than dogs, but they still need human interaction and just as much care. In this issue you will find a few cat specific articles. Craig McAllester’s Cattery Design has many great ideas and tips for building a new cattery, or replacing existing accommodations. Have an empty storage room with good ventilation, in a nice quiet location?

Consider turning it into a cattery and increase your revenue!

Also in this is issue is Ingrid King’s Transmittable Diseases in Cats. Ingrid explains the diseases, specific to cats, in detail and how they can be passed from cat to cat. This is vital information to anyone boarding cats as some of these diseases are fatal.

Whether you cater to cats, dogs, reptiles or rodents, they’re all “pets” and they all need to be cared for as if they were part of the family. While searching the internet the other day, I came across a place in the UK called “The Chicken Hotel”. And it’s exactly what it sounds like; a place to board your chickens while you’re away from home! They have little chicken houses and yards for each flock, and will feed and water them daily. They also provide “Spa Services” (pedicures, nose jobs and wing clipping). Maybe our next Facility Profile article?

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PET BOARDING & DAYCARE

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:

Editorial: Advertising:

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

Copyright May 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

PROFILE OF SUCCESS: PAL’S INN PET RESORT

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ANIMAL BEHAVIOR 8

12

24

May I Pet Your Dog?

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6

NERVOUS DAYCARE DOGS

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42

Hot Dogs

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Is Cooking for Your Dog Crazy?

46

Nervous Daycare Dogs

Stop Treating Your Business Like a Commodity!

Proven Tips for Retaining Productive Employees

FACILITY DESIGN 26

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ANIMAL HEALTH

BUSINESS 20

RETAINING EMPLOYEES

Transmittable Diseases in Cats

INDUSTRY NEWS 54

Product News

Cattery Design: Cats Are People Too!

Nurturing the True Nature of Man’s Best Friend: How to Think Like a Dog

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ANIMAL BEHAVIOR

MAY I PET YOUR DOG?

By Colleen Pelar, CPDT-KA, CDBC

W

e’ve all been there. You’re out with your dog, and someone asks, “May I pet your dog?” What do you say? It is flattering that some stranger can see how special your dog is just by glancing at her. Saying yes feels like a win-win. The stranger gets to touch the world’s best dog, and you get brownie points for being so friendly.

It’s all perfect, unless you take into account that the only opinions being weighed are yours and the stranger’s.

Somehow your dog’s preferences didn’t factor into the equation.

Does your dog want to meet the stranger? It’s such a simple question, but one we often neglect to consider. Does your dog actually want a stranger to touch her?

People are hard-wired to touch things. “Let me see that,” we say as we reach out our hands to touch. We can’t help ourselves. We want to touch dogs. To us, it seems friendly and welcoming. But is it? Imagine you were out with your twoyear-old niece and a stranger rushed over

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to exclaim, “Isn’t she precious! May I hug her?” Would you say yes? And if you did allow the hug, would your niece object to a stranger giving her a friendly squeeze?

Most dogs enjoy being touched by people they love, and a great many enjoy being petted by someone they’ve just met.

However, a lot of dogs are not particularly interested in being fondled by a stranger, yet it seems to be part of their job description. You are your dog’s advocate, the person she trusts to help her navigate the challenges of living in a human society.

As such, you need to take her opinion into account when you decide whether to allow strangers to pet her.

We often treat dogs as if their behavior is constant, but they have good moments and bad moments just as we do. Even the most social dog will have times when she does not want to meet a stranger, and in the right circumstances, a shy dog may be willing to step forward.

When someone asks to meet your dog, first evaluate her general level of stress.

After a long or busy day, your dog will probably be more interested in curling up PET BOARDING & DAYCARE

for a nap than meeting new people.

SAYING NO

Have a plan for saying no. For some dogs, the answer will always be no. That’s not a character flaw; there are plenty of great dogs who don’t want to meet strangers. (Introverts of the world unite!)

Tricks can be a great way to provide a friendly interaction without touching.

You can even make a joke of it. “She prefers to wave rather than touch. Maybe she’s a germophobe?” Position yourself between the dog and the stranger and give her a cue. These friendly strangers don’t want to make your dog uncomfortable, so most will accept this substitution in the spirit it is intended.

If your dog is very uncomfortable with strangers, you’ll want more active avoidance. It is okay to cross the street or otherwise move away. Your job is to help your dog feel safe. If she doesn’t feel safe near strangers, move.

However, it’s probably not a good idea to say she’ll bite—even if you think she could under the right circumstances.

PET BOARDING & DAYCARE

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Avoid putting her in that position. Telling people that your dog bites has three serious downsides: 1.) It makes people more afraid of dogs in general.

2.) It increases your liability if she ever does bite because it suggests that you had prior knowledge.

3.) It implies that biting is a dog’s primary way of saying no. Dogs say no with a whole range of lower-level signals.

The opinion of an unhappy dog who does not bite should be respected too. When people believe that dogs are either biters or friendly, black and white labels are being applied to a huge gray area.

If well-meaning folks pursue you, be direct. Put your hand up and loudly say, “stop!” Rude? Perhaps, but make your point clear. Being an advocate for your dog is more important than being thought a bit unfriendly.

SAYING YES

If you think this is a good moment and your dog would like to meet the stranger, say, “Let’s ask her” and encourage the stranger to invite your dog to approach. If your dog doesn’t approach the stranger, she’s not interested in interacting right then. Simply say, “Ah, it looks like

she’s really tired today. Perhaps another day.” This is a good time to throw in a trick before you head on your way.

If your dog is eager to meet the stranger, tell the stranger what your dog likes. For example, “she loves to be scratched under the chin.” Giving a specific tip increases the odds that your dog will enjoy it and minimizes the chance that the person will pat-pat-pat on the top of her head, a common petting technique that very few dogs enjoy.

Many people use meeting a stranger as a training opportunity and require their dog to sit-stay for the duration. This takes away your dog’s ability to control the interaction. You’ll still get a training benefit by asking the stranger not to pet her if she jumps and then adding a quick sit after she’s had a chance to say hello.

ASK CORRECTLY

We’ve done a good job over the years of teaching people to ask the owner’s permission before petting a dog. Now it’s time to teach people to ask the dog too.

The three steps for a polite interaction are: Ask the owner. If the owner says yes, ask the dog. If the dog says yes, pet the dog politely.

Asking the dog is simple. Start by

standing a short distance away and inviting the dog to come toward you. Do not move toward the dog. If the dog does not come to you, the answer is no. End of story. If the dog does approach, you need to evaluate whether the dog is simply checking you out or initiating social contact. There’s a difference.

Since scent is a dog’s primary sense, many dogs will be interested in sniffing your hands or pant legs to learn more about you. They come close to get information, not because they want you to touch them. Their body language will be focused and intent. What you want to see is wiggly, side-to-side movement with gentle physical contact. A dog showing these signals is asking for your attention.

Over time, if you are actively asking dogs if they want to be petted, you’ll probably find that you’ll pet fewer dogs. So be it. You’ll also find that dogs will be a little more comfortable with you because you tailor your interactions to their comfort zone. Honoring a dog’s preferences is just good manners if you want to be friends.

Always keep the interaction short. It’s always better to leave them both wanting more than to have either get tired of the other. And besides, around the corner you may find another friendly person asking, “May I pet your dog?” n Colleen Pelar has been training dogs— and people—since 1991. So many of the concepts are the same for dogs and people: setting goals, overcoming fear and other stumbling blocks, breaking behavior down into baby steps, improving communication, and enhancing relationships. Colleen gives presentations throughout the US and Canada on topics relating to dog behavior and also on how people can apply positive training techniques in their own lives.

Whether you want to learn how to train your dog, train your staff, or train yourself, Colleen can help. For more information, visit www.livingwithkidsanddogs.com or www.colleenpelar.com.

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NERVOUS DAYCARE DOGS

By Kama Brown

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ll dogs have a unique pattern when greeting other dogs.

Some dogs run up fast and immediately start smelling the important parts, others do the stop and stare, sniffing from a distance of a few feet while walking in to greet slowly, some begin a chase sequence, while a wonderful few have a nice ballet of flowing curvy rotation where sniffing seems to be in perfect balance.

However, there is another category of visiting canine kids; the skittish dog.

These are the dogs who display a range of behaviors to show their anxiety; immediately roll over on their back, letting out a little bit of pee while looking away and nervously wagging their tails low.

These dogs are in the same category as the dogs who run to the farthest corner of the yard and glue themselves to it, jump and

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scratch the daycare attendants nervously in a “pick me up” gesture, or immediately find the benches, chairs, and play equipment to squeeze underneath and use as their personal hide out.

Sometimes you’ll see a snapping turtle type behavior, where they jump out and snap at the passing dogs and dart back into their safe zone again, but most of the time you’ll just see a lot of desperation and confusion. While the snapping turtle dogs likely need a bit of one-on-one training outside of the play yard—squirrely nervous dogs are in what we call “The Conflicted Zone.” Dogs in The Conflicted Zone show many signs that they desire to play such as wagging tails, excited whining, and wiggling towards the other dogs; yet they quickly become overly submissive, jumpy or growly when the play sequences begin.

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Even though they dragged their owners into the building, they suddenly turn into a nervous wreck once released to play.

While we all hope each dog that visits a daycare and boarding facility will have an easy adjustment into a shared space, some dogs need more management and training to feel safe.

There are a few common types of nervous personalities that visit daycare facilities: • The dog who seems fine and then suddenly and without warning snaps at their playmate to back off. When this behavior is found in a Yorkshire Terrier, it is usually seen as not that big of a deal.

When the behavior is seen in a Pit Bull Terrier, it is always seen as a big deal.

It’s important to remind owners that the emotion the dog is going through

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when the behavior is occurring is not dependent on the size of the dog. In other words, just because the behavior isn’t bothering the owner doesn’t mean it is an acceptable behavior for group play.

Daycare allows the unique situation of seeing the dogs often, and therefore what happens during daycare can change the behaviors the dog will display at home and in public. The client is bound to notice if the dog is growing into worse behavior with other dogs as they age, no matter what the size.

• The “please play with me, wait, no stop” dog. This dog eagerly initiates play and then quickly stops play by offering overly submissive behavior, such as rolling over, peeing, screaming, or fleeing.

• The overly obnoxious, yet overly defensive dog. These dogs run in fast and forcefully, running into other dogs without regard. They sniff them in all the sensitive places with velocity. However, whenever they meet their doppelgangers,

they act irritated and put off. Posturing, body stiffness, hackles raised and moving quickly so their parts can’t be sniffed are common.

Play usually occurs but is always intense and happening while the dogs are overly aroused. This is almost always an early adolescent with a poor history of puppy socialization. Dogs who do this at the age of 2+ will have quite a bit of practice in this bad habit. I would recommend management more than training for them, which would look a lot like mandatory breaks every 10-15 minutes or longer play only with specific mates.

• The sit-in-the-corner-and-avoidthe-entire-situation dog. They aren’t shutting down, but they’ve disengaged with the idea of playing in a group. They wiggle and happily engage with the attendants.

They sniff the other dogs when they come over. They just don’t initiate or engage.

• The scared straight, won’t let the humans or other dogs engage them dog.

Looking around, darting, heavy panting, and wide eyes are the norm with these guys. They think the entire idea of daycare is terrifying and want to know why their owners ever thought to bring them.

For dogs 1-3, training the dogs to come when attendants call them is an important preliminary skill as well.

Whenever we let them into the open yard with their newly chosen specific mates, a 30-50 foot lead is kept on them. We step on the end of it and offer chunks of hot dogs whenever the dog comes back naturally. If they don’t, we make a big fuss over the hot dogs in our hands until curiosity and scent bring them in. Repeating this about 10 times over the course of 2-3 visits and once a visit after that is usually all it takes for the dogs to begin to regularly check in with the daycare attendants.

This regular check-in behavior is the first step to a dog that starts to give themselves breaks from play, which is the first step towards a dog that understands

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It needs to be decided between staff and owner if the dog’s

temperament qualifies it for training, with the end goal being group

daycare, or if the end goal is specialized playmates for all future visits. how to lower their own arousal, avoid conflicts, and displace aggression. Dogs who can do these few things have a terrific time in daycare, while maintaining a safe environment for the other dogs and employees. Employees who feel they can properly use management tools have the confidence to calmly work through issues that arise between dogs.

It needs to be decided between staff and owner if the dog’s temperament qualifies it for training, with the end goal being group daycare, or if the end goal is specialized playmates for all future visits.

It’s vital that this is worded in a way that defines both end goals as success. Dogs are the same as people in the way that some of them love new dogs and crowds and some of them enjoy only the dogs they’ve known and built a history with.

Some people love to be in crowded bars, engaging with new people, while other people enjoy a weekend at the lake with only their closest friends. There is no “less

successful” situation here, it’s just a question of knowing the dog well enough to see which situation they prefer.

The other information to find out is why the owner is bringing their dog. Most owners are looking for a worn out, happy dog at the end of the day. It’s important to adjust the dog’s day to fit the dog’s needs.

A nervous dog would easily go home worn out just from being in a new place all day. The greatest chance of happiness for that dog would come with no other interactions. The dog’s day would consist of observing other dogs, adjusting to a new place and lots of sniffing.

Some owners are trying to fix a behavioral problem, while others are simply trying to get their dog out of the house for a bit so they can do other things.

Knowing the motivation of the owner is important.

There have been times when I assumed the dog’s owner wanted to work through an issue, only to find out they

just wanted to play golf every week and wouldn’t be home. Knowing the owners motivation for bringing the dog can take a lot of pressure off !

In my opinion, dogs who qualify for training with a goal of group daycare will show no signs of aggression, are eagerly willing to take food, will solo play with toys, seek out the affection of the caretakers and show a curious, friendly interest in the other dogs. These dogs show signs of nervous behavior through non-approaching and/or retreating in a quick manner, but maintain a curious and friendly demeanor from afar. They may bark but they do not do it repeatedly or aggressively.

Dogs who qualify for long-term specific playmates show slight signs of aggression in the context of feeling overwhelmed or defensive, accept treats or affection for only a portion of the visit, show some interest in toys and offer overly submissive postures to caretakers

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and other dogs, or dart off and play the “catch me if you can” game with the daycare attendants.

Dogs who act offensively aggressive, refuse treats, and frantically shy away from the caretakers are not appropriate for training or long-term specific playmates without private training first.

The process will vary on the setup of the room and resources available but I will describe the outline as an example of a safe and thoughtful approach to moving the first two categories of dogs forward in a group setting.

The materials you will need are heavy-duty x-pens for big dogs, regular xpens for smaller dogs, heavy canvas from the hardware store, bricks or cinderblocks to keep the x-pens from moving, and a soft sided pop-up or airliner type kennel with a dog mat inside.

In the play area, set up the kennel and put the x-pen around it. Ideally, the x-pen should be large enough for 2 dogs to comfortably greet, sniff in a circle, and

take a few romps in. X-pens should be set up against a wall or in a corner if available so the dog has the most possible space to back up to. A dog should never be put into an x-pen that is in the middle of the yard, where dogs can sniff and access the nervous dog from all sides. If no walls or corners are available, you will need a temporary “wall” behind the kennel, such as a barrier or second x-pen with a heavy canvas resting over it from top to bottom.

On their first visit, I make sure the dog can arrive early, so we can give the new dog a 10-15 minute head-start to have the yard or play area to themselves.

Allowing dogs to sniff and explore solo can make a world of difference to any dog but is critical for a nervous dog. We put them in their safe space (The x-pen set up with the kennel inside) for at least another 10 minutes before we resume regular daycare. We don’t make a big fuss or give treats. The space should be managing the dogs fear by giving them a safe place to retreat to and is already designed to do

that. Treats are not necessary in this situation and could accidently cause the dog to guard the area as a resource for food.

With the x-pen securely set up, the daycare attendant is free to focus on the other dogs if need be, while still being able to keep an easy eye on the nervous dog. The set up does a lot of the management work and takes pressure and stress off the daycare attendant. In a large space, it’s also possible to set up multiple x-pens.

If there is time, ideally the attendant should stand near the x-pen and talk to, coo at and comfort the nervous dog a few times during the group play session.

Doing this will also bring the other daycare dogs over, giving the nervous dog an opportunity to sniff them, if they choose.

It will depend on the dog, but eventually you will begin to see a play sequence start to initiate between the x-pen dog and one or two of the repeat daycare dogs through the x-pen bars.

Some dogs may take weeks for this to happen, while others will begin the same

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day. Some dogs will play through the bars and then retreat into their kennel. Others will observe happily until the other dogs begin playing heavily and then retreat. It is vital that this part of the process go at the dog’s pace.

Socialization is not just interaction; it is also exposure. I’ve found it helps clients immensely to understand the entire definition of socialization so they are able to recognize the success in the dog’s progress, instead of waiting to see the final outcome. Each time the dog is choosing to be at the edge of the x-pen, watching curiously and happily while the other dogs jump and wrestle, they are learning those situations are safe.

Going at the dog’s pace also ensures a happy and worn out dog at the end of the day.

Until the dog seems extremely eager to move out of the x-pen and into the group, do not move forward.

Once an already nervous dog has a

bad experience at your facility, it can be hard to undo. Getting it right the first time will make all the difference in long-term success. Do not rush the process.

Once a nice friendship seems to be in the making between x-pen dog and another group dog, I open the x-pen and allow the non-nervous dog to share the space with the shy dog.

After repeating this sequence with a few dogs, the formerly nervous dog should be attempting to exit the X-pen with their new friend and play with the group. If at any time the nervous dog runs back into their safe kennel area; that is okay.

Depending on the level of anxiety in the dog, they may not always be ready for the interaction they are asking for! Though as long as they are allowed to retreat, take a break and reset, they will understand within 1-2 repetitions that their eagerness will

make you open the x-pen. The dog’s understanding of this will begin to change their behavior.

All of these situations give the dog choices. Having choice is one of the most important aspects of overcoming fear.

While some dogs seem to bypass the need for systematic training through a technique called flooding; the possibility for trauma, adverse effects, and fallout that flooding can have on the dogs temperament make it an unethical choice in the field of positive reinforcement daycares.

Always choose the least harmful way to train. Since daycare allows time to find long term success there is no need to rush. Rushing could result in injury, unsettled or overly anxious dogs at home, and unhappy clients. Going at the pace of the dog, explaining proper socialization to the owner and giving employees experience using management protocols will create a low stress, low injury, happy environment for everyone. n

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BUSINESS

STOP TREATING YOUR BUSINESS

LIKE A COMMODITY! T

he majority of the time, people choose to own or manage a pet care business because they are extremely passionate about animals.

They relish the idea of running a successful business while being surrounded by pets all day. These same people, however, unknowingly perform or don’t perform certain actions that cause their business to be de-valued. These behaviors actually cause their prospective clients to think of their business as a commodity – just like every other “kennel.”

“Commodity,” as defined by BusinessDictionary.com, is “a reasonably homogeneous good or material,

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By Laura Laaman bought and sold freely as an article of commerce. There is an almost total lack of meaningful differentiation between manufactured goods, such as fuels, metals, and the agricultural products that are traded in bulk on a commodity exchange.

Commoditized products have thin margins and are sold on the basis of price and not brand.” That should not be how you would think of your pet care business.

We all know there are tremendous differences in the quality of pet care pet parents have to choose from today. Great business owners step into a prospective client’s shoes when those pet parents are considering which company to trust with

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their pet’s care.

What makes a great pet care facility?

Why should they trust your company and not your competition? Most pet parents don’t know the best questions to ask when seeking care services for their pets.

So, they default to what they have been programmed to ask by other consumer interactions – they ask about price and availability.

Most pet care businesses have not yet embraced the huge opportunity that the initial phone call from prospective clients represents to their overall business success (or lack thereof). The initial call is your opportunity to proactively tell

Your prospective clients won’t pay more for your services

unless they understand what you offer, if and how your business

is different and better than others, and therefore, why they should pay more for you to take care of their family pets.

new clients what they should care about the most. This is in stark contrast to the typical new client call where someone reactively answers basic questions.

Effectively communicating your company’s superior benefits helps establish trust and puts the prospective client’s worries at ease. Ultimately, a successful phone protocol will differentiate you from your competition, lead to increased client satisfaction, and maximize future revenues as well as referrals. Without a powerful phone protocol, you’re agreeing, by default, that your pet care business is a commodity (and just like that of your competition).

Let’s step outside of pet care for a moment. Imagine you wanted a gallon of milk. You decide to call both a nearby grocery store and the dairy farm that your friend raves about. When you call, you ask if they have your preferred type of milk in stock and how much they charge.

The store tells you they have a gallon of whole milk for $3.69/gallon. When you call the highly recommended dairy farm, you learn that they charge $8 a gallon.

Without understanding IF the two milks are different, would you actually pay more than twice the price? Unlikely. Your prospective clients won’t pay more for your services unless they understand what you offer, if and how your business is different and better than others, and therefore, why they should pay more for you to take care of their family pets.

as it is because a long time ago, a very nice person was asked to watch someone’s pet while they went away. When the pet parent returned, they asked how much they owed. The caregiver was surprised and didn’t want to take any money. When pushed, they agreed to take a few dollars a day to cover the cost of food. So, to this day, year after year, most pet care facility owners feel guilty about increasing their boarding rate even by a dollar. If pet care facility owners actually calculated how much it truly costs to deliver exceptional care, it would be much higher than what they actually charge.

The good news, when the quality of

care and building amenities are presented properly, that differentiation can help pet parents pay two to five times what your inferior competition is charging.

WHAT CAN/SHOULD YOU SAY TO DIFFERENTIATE YOURSELF FROM YOUR COMPETITORS?

Pet parents care most about their pet’s safety and happiness. You can assure them by telling them about your business’s important safety features included in your building and company procedures. Don’t assume that because you have features such as hospital grade cleaning protocols or generator backups, that every other pet

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HOW MUCH WILL PET PARENTS ACTUALLY PAY FOR HIGH QUALITY PET LODGING?

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21

care company does also. Most pet parents don’t even know how to ask about safety features or what to look for. So it’s up to you to tell them and explain why these features are important to their animal.

One word of caution; sometimes these safety features can bring up scary negatives in the anxious pet parent’s mind. The airlines do a decent job at finding this balance. When conducting their safety demonstration, they often say “in the rare possibility of a water landing….”

What you don’t want to state is “in the event of a fire…” because prospective clients will likely imagine the very worst happening from the images you’ve just placed in their minds.

Just as when human children go away to camp, parents feel good about the experience because they believe their child will be active, and therefore hopefully happy. Successfully promoting pet activities to pet parents is essential for many important reasons.

First it will give the decision maker (the pet parent) the peace of mind that their pet will be engaged and happy instead of worrying their pet will be pining away with loneliness for them. Next, pets that are engaged and active mentally and physically are healthier. Our clients are able to quantitatively produce healthier pets with increased activity package sales. Last, and certainly not least, is the increased revenue realized by positively promoting pet activities. It is ridiculously difficult, if not impossible, for a pet care facility to be financially viable without significant activity sales. This is a major reason that so many pet care facilities struggle. They deliver so much more service to their customers than what they are charging. And while some might consider this necessary for good customer service, it rarely is. Unfortunately, this practice of undercharging is usually unsustainable and a recipe for financial disaster.

TIMING

How your business’s superiorities are delivered to your prospective clients is critical. This information should not be delivered robotically, quite the contrary.

These excellent benefits should sound very conversational and customized to the prospective client’s situation. Sounding relaxed and conversational takes some natural talent and, even more, training and coaching.

It’s important that whomever you have speaking to prospective pet parents delivers this information consistently and concisely. You can promote your company’s superiorities in two-three minutes.

Positively promoting pet activities can be done in one or two minutes.

Having a quality control mechanism on these very valuable phone calls is essential. Most newer phone systems or even a Pay Per Click system will allow companies to monitor the quality of these calls. Ensure that you are adhering with all human resource and other appropriate state and federal laws.

Having a concise, consistent and superior differentiation from your competition is a necessary business strategy in this highly competitive pet care segment.

Ensuring your business stands apart from your competitors is important and can be the difference between your financial success and failure. n Laura Laaman is president of Outstanding Pet Care. OPC helps some of the most successful pet care facilities thrive in highly competitive markets and GUARANTEES THEIR CLIENT’S SUCCESS! If you would like to receive a complementary phone evaluation, contact the OPC team at www.OutstandingPetCare.com or call 1-888-735-5667.

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PROVEN TIPS FOR RETAINING PRODUCTIVE EMPLOYEES

F

inding, motivating and retaining quality staff is probably one of our biggest challenges in the pet care business. Without it, your best intentions of providing excellent pet care for your clients won’t become a reality.

It’s not uncommon to hire a good candidate and, after a couple days or weeks, they either don’t perform as expected or they suddenly leave. Without proven strategies, this dilemma is as predictable as it is frustrating.

This is the time of the year that pet care facility owners and managers typically search for quality candidates to

24

By OPCLC perform services. So once you find good new employees, what’s next? New employees, regardless of how qualified they may be, need to understand their employer’s expectations. Not understanding management expectations leads to frustration and potential conflict.

Studies show employers that have an organized and structured approach to training employees are more likely to retain them. Retaining quality employees means productivity in the work place and a consistent work product for the company.

Clear communication from the start is the first key to a successful employer/ PET BOARDING & DAYCARE

employee relationship. In order for the employee to be successful, knowing and understanding the basic requirements of the position helps each person to excel and become proficient in a new position.

We all hope that our new employees have chosen this occupation because they feel they will find it truly satisfying and are willing to give it 100 percent.

However, that is not always the case.

Wages and benefits are certainly important factors when applicants are seeking a new position. Often, the unspoken rewards of achieving emotional satisfaction are a more motivating factor in job satisfaction than monetary gain. This is

just one more reason for pet care facility owners and managers to invest the time and effort into setting your staff up for success.

In the pet care industry, committed and compassionate employees are essential. You may be an expert regarding the pet care operations of your business and able to teach the details of pet care to employees. However, it’s more difficult to instill a strong work ethic. It’s even more important to set high standards when it comes to work ethic. Managers and owners should quickly recognize those workers who are responsible and dependable by giving them positive and immediate recognition.

Good work ethic doesn’t mean the employee is simply putting in time.

It means the employee is reliable and personally accountable for their work, taking initiative when needed, and is dependable and reliable. As you bring on new employees, they should understand that pursuing a career in pet care means that pet owners are entrusting the care of a member of their family to them. The pet owner, as well as their new employer, must be able to count on them to be responsible and dependable when it comes to performing the functions of their job. The pets in your facility are relying on them.

The pets, their team members, employer and clients can tell when employees aren’t giving 100 percent. If, for any reason, an employee can’t give 100 percent or you sense their heart isn’t in the work, create an open door policy and listen to what is being said when this is brought to your attention. Great pet care facility owners don’t want employees simply covering hours. They want to employ and elevate those who are passionate about what they are doing…providing high quality pet care!

STEPS TO RETAINING PRODUCTIVE EMPLOYEES:

TRAINING: Provide all new employees with information that will

assist them to learn the job well that they have been hired to do. Be diligent about communicating the details of the position and how you expect them to perform.

A few examples of important training curriculum for new pet care staff can include: Canine and Feline Familiarization, Employee Safety, Dog and Cat Handling Skills, Security Measures in the Pet’s Care Facility, Vaccines and other Disease Fighting Protocols, Parasites, Nutrition and Grooming Basics.

GOALS: You can’t expect new employees to know and understand what your company stands for without giving them that insight. It’s important to discuss the company’s goals and mission statement. New employees should also clearly understand their role in accomplishing company goals so everyone is working toward the same objective.

LISTEN: The working environment should be encouraging so that employees ask questions when they’re uncertain about anything. If things are unclear, they should know who to go to and how to request additional clarification.

PROVIDE FEEDBACK: Feedback should be ongoing for all employees.

Don’t wait for an employment anniversary to sit down and tell an employee

how they’re doing. If they are doing well – tell them. If they are struggling with something, tell them what is wrong and provide them with steps to improve.

As owners and managers, we have to assume a reasonable amount of responsibility for our employees’ success.

Just as we are all committed to a quality experience for pets and their parents, we should be equally concerned with providing a quality experience for employees. We can’t assume employees will “get it” without consciously approaching new hires with an organized, thoughtful plan for training and communication. When this plan is successfully implemented, employees will act in the company’s best interest, speak of the company with respect and loyalty, and work as a team player; in the end, becoming the company’s most valuable asset. n Outstanding Pet Care Learning Center is dedicated to protecting and growing the Pet Care Industry through World-Class Pet Care Training and Education. For more about our courses, visit: www.OPCLearningCenter.com

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FACILITY DESIGN

CATTERY DESIGN

CATS ARE PEOPLE TOO!

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PET BOARDING & DAYCARE

By Craig McAllester

M

ost often when we hear the word kennel, we assume that it

is referring to a place for boarding dogs. By definition, that assumption is correct, however, many times I have seen a

city zoning ordinance define the term kennel as, any building that houses

more than three animals. So, if you had four chickens in your hen house, it could be defined as a kennel too.

When speaking about cats, however, a more accurate term might be a cattery.

When planning for a new facility to house cats, there are some specific design considerations that are unique to the species.

More often than not, cats are boarded in condominium enclosures. These ‘cat condos’ are usually stacked two or three units high, and they most often have separate areas for living, sleeping, hiding, and a compartment to house a litter box that offers easy access for cleaning.

THE CONDO

Having a condo front with a metal grill will allow air to circulate. Some brands of condos incorporate air channels that provide continuous filtered air flow through the condo that is supplied by the buildings’ mechanical system.

Though somewhat costly, this may be a good choice in preventing the spread of airborne disease. As the air exits the condo, it is drawn back into the return air duct, and then exhausted to the outside.

PET BOARDING & DAYCARE

FINISHES

There are a lot of choices in finishes for the enclosure itself. Unfinished wood, and even painted wood, should not be considered. These simply cannot be cleaned properly. A melamine covered wood product is likely the most common condo finish, however, these will not last forever. Melamine has been known to sag even under its own weight. With a heavyweight boarder, its lifespan may be shortened.

27

Barking noise from a kennel, for example, should be considered

when space planning a cattery. The cattery should not be a passage

that connects other spaces in the building. If at all possible, separate the cattery and kennel with other quiet spaces.

A fiberglass enclosure will offer a more durable finish. The surface is a bit more comfortable to lie on too. Fiberglass is easy to clean but it will scratch over time. Another choice is stainless steel.

This is most often the choice for isolation rooms as they are easy to clean, scratch resistant, and will likely last for many years to come. They are more costly, however, you will only buy them one time.

Regardless the finish, it must be water resistant, and easily cleaned. Any metal grill or other hardware should be aluminum or stainless steel. A painted, powder coating, or other finish will likely not stand up to years of abuse.

A clear tempered glass or plastic rear panel will allow lots of light to enter in when the condo is backed to window. The condo usually offers a perching shelf or two for lounging.

Positioned just so, the occupant may have a nice view of birds in the yard.

Strategically placed window boxes can make a nice resting place, while allowing a nice view outside too.

I once designed a cattery that had a large fish tank that made-up one wall of the cattery. Visitors from the reception area could peek into the cattery by looking through the fish tank. Quite the conversation piece; perhaps, even for the cats?

BEYOND THE CONDO

During the day, cats may be turned loose in the cattery. Here, wall mounted shelves or tubes may wrap around the room, giving each cat a place to call home, away from home. Many such products are commercially available, but I think I would make my own. Thousands of ideas are available online. The biggest concern would be safety for the animal and the caretaker too. Ensure the walking

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surface has enough gripping-power for the activity intended. Make sure the items are mounted securely and that they are wide enough. Remember, a cat only has nine lives.

NOISE CONSIDERATIONS

Plan the cattery so that it is away from other activities in the building.

Barking noise from a kennel, for example, should be considered when space planning a cattery. The cattery should not be a passage that connects other spaces in the building. If at all possible, separate the cattery and kennel with other quiet spaces.

DRAINAGE CONSIDERATIONS

Another consideration when planning a cattery is the use of floor drains.

Drains are so important in a kennel, but in a cattery, if any cat litter were to work its way into a drain and then got

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wet, the litter would swell up and stop-up the drain. I’m not a big fan of using mops in a kennel, or a cattery for that matter.

Simply put, they are usually filthy and spread that filth everywhere they are used. But having floor drains in a cattery, without a hair trap, is likely going to cause plumbing troubles. The hair trap would need to be inspected weekly, if not more often.

CEILING CONSIDERATIONS

When designing a cattery, perhaps the most overlooked item might be the ceiling. The ceiling you ask? Yes, the ceiling. More often than not, grid ceilings are used in commercial spaces. They are cheap and allow quick access to any equipment above the ceiling. The water resistant ceiling tiles make them even more inviting. The trouble starts when a curious cat, perched on a high catwalk, somehow finds its way into the attic space.

It is nearly impossible to retrieve a cat

30

from the void above the ceiling grid, who has no intention on being captured. For this reason, I strongly recommend a hard ceiling in a cattery with high mounted catwalks.

AIR QUALITY

In an office building, the air is continually being re-circulated. In the winter, the air is warmed, sent out through the ductwork to warm the rooms. That same air is drawn back to the heat source, rewarmed and returned to warm another part of the building.

Cats are very susceptible to Upper Respiratory Infections (URI’s), far more so than dogs. As mentioned earlier, the air in the cattery should be exhausted to the outside. This air should not be reused anywhere within the building.

Using a proper Heating Ventilation and Air Conditioning (HVAC) system, the air from the cattery, and from any

PET BOARDING & DAYCARE

isolation area, should not be reused in the building.

SCREENED PORCH

Giving access to fresh air is always good in fair weather. A heavy mesh cattery enclosure will protect both the cats from escaping, and prevent any would-be predator from entering in. Conventional screen material will not due for security. n Craig L. McAllester, President, Craig L. McAllester, Inc, kennel designer, has been designing veterinary hospitals, boarding kennels and catteries, animal shelters, police, military, and U.S. Department of HomeLand Security/Border 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. Email:Craig@ KennelDesignUSA.com www.KennelDesignUSA.com

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NURTURING THE TRUE NATURE OF MAN’S BEST FRIEND

HOW TO THINK LIKE A DOG

By Dr. John Boyd, DVM

P

icture this: A world-class Italian villa decorated with porcelain tile flooring, grandiose flat-screen TVs, and a California King—swimming in white goose down bedding. Sounds pristine, right? But for a man’s best friend? No. Dogs simply don’t appreciate these types of luxurious human amenities. It’s time for us all to start thinking like a dog.

An extreme example, but the point is that we tend to confuse what dogs want for what we think they want, or what the owners would want. Instead, channel the dog’s perspective. What makes them relaxed and comfortable? What surroundings do they prefer? What makes them tick?

From physical design elements to 32

natural sounds to eating and sleeping habits, here are a handful of pet care hospitality tips to keep in mind when building your next pet resort.

EMBRACE THE SPACE

Business owners tend to utilize every single inch of square footage. But when it comes to a pet care center, you want to do the opposite: Embrace open space. Opt for warehouses or other large structures with high ceilings; consider space for large play yards; and remove any unnecessary T-bar and ceiling panels from indoor rooms to utilize the natural height of the ceiling. The larger the rooms and the higher the ceilings, the less stressed the dogs will be and the less likely they will be PET BOARDING & DAYCARE

to deliver a “fight or flight” response.

Factor in the building materials as well. Instead of luxurious stone flooring surfaces such as tile (remember, this isn’t an Italian villa) which can make their feet tense and head anxious, select rubber. Avoid all exposed drywall and wires wherever dogs are allowed to roam, play or sleep unattended. Dogs can chew through them in no time and the results can be devastating.

COMPASSIONATE BOARDING

When it comes to dogs and their psychological nature, there are activities that are best done in private spaces versus open, shared spaces. Temperament testing, socializing with other dogs, moving

Dogs should be able to play and socialize with other dogs, but then be able to retreat to a secure and safe den to enjoy personal time. This balance is key. around on a leash or entering (and exiting) the facility should all be done in open areas. On the other hand, individual needs, such as napping, feeding and sleeping are best met in private bedrooms or “dens.”

Dogs should be able to play and socialize with other dogs, but then be able to retreat to a secure and safe den to enjoy personal time. This balance is key. Don’t default to a “cageless boarding” facility, which may seem like a great idea on the surface. You think, “Hey, it sounds great, looks good, is super hip and marketable right now, and it saves me thousands of dollars in kennel costs!” But this where

you’re not thinking like a dog. With no area of their own for the dogs to retreat to, in times of heightened stress, these dogs may feel the urge to defend themselves, their space, a possession or their food— which can lead to altercations.

When dogs encounter stressful or potentially dangerous situations, they immediately enter an instinctual “fight or flight” mode. And there’s the rub – if we take away a dog’s ability to retreat safely from the perceived stressor or danger (i.e. “flight”), then all that remains in that dog’s toolbox is “fight.” In the veterinary and pet care hospitality industry, the acceptable death rate should be zero;

therefore, it should become obvious that we would never purposefully create an environment that increases the chances of such physical injury or even death!

DOG-LUXURY SUITES

Dogs don’t want a themed luxury suite, nor an imprisoned cell block either.

Keep these helpful tips in mind when it comes to building the den area: Decorate the bedrooms with canine comforts like soft stable flooring, blankets, a raised cot, and/or a large soft pillow for the dog to lie on.

To ensure the dogs have some

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privacy, build these bedrooms with three sturdy walls and a secure entry door.

Smaller and/or less confident dogs often appreciate an additional lid to cover their “blind spot.” Build non-transparent walls using materials that dogs cannot dig or chew through—and make sure the walls are at a decent height so the dogs can feel safe when people walk by or neighboring dogs jump up alongside them.

If possible, align the bedrooms peripherally around a room so the dogs have an opportunity to see all of the activity going on outside of their bedroom and match it to the noises they hear. Try to avoid placing bedrooms in long corridors immediately across from one another.

Although space efficient, this design will on occasion lead to increased anxiety and even “cage fighting” in some of the guests (once again, the possibility “flight” will have been removed, thereby leaving them with only one perceived option: “fight”).

Unlike the solid walls used for the

dens, build a security door made of glass that separates the den area from the entrance; this way dogs can peer through the front of the room and see all the activity around them. Another benefit to glass doors is that it eliminates many, if not all of the injuries that can occur using “cage bars” or “chain link.”

Create scheduled times for feeding, napping and sleeping. Your guests will appreciate the structure and routine, as it translates into a sense of security and comfort.

and Bach can calm them. Music to a dog’s ears? Go au natural and include sounds such as the wind in the trees, running water and birds chirping.

Many dogs are also comforted by the sound of the human voice—even if it’s “Days of Our Lives” on TV in the background. Remember, comforting sounds can significantly reduce altercations; simply changing the TV channel or music station can immediately change pack dynamics as well as individual behaviors.

CALM DOG OR ANXIOUS DOG?

SOUND OFF

Certain music can dramatically affect a dog’s mood, regardless of the words or even if the music is catchy – which is why a facility should always cater to the dogs’ needs. Rock tunes with aggressive and harsh lines or melodies can get dogs ramped up (especially when in packs), whereas a little bit of classical Chopin

No two dogs are exactly the same, so it’s important to incorporate temperament testing into your boarding facility’s operating system. Designate at least one person on staff to perform an initial evaluation of the dogs, and create an environment around his or her analysis.

Once your staff has established appropriate packs and break out groups, they’ll

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need to be keenly attentive to any developing stressful situations between your guests. When they see anxious behaviors developing, they can immediately distract and redirect behaviors, change the dog’s environment, or even initiate socialization and training efforts to help facilitate a safe, happy and comfortable stay.

By simply splitting a play yard into two yards, you can often accommodate nearly 80 percent of the dogs to play in one of the two packs. This leaves your handlers to work with the remaining 20 percent, who will need either individual attention or small breakout play groups tailored to their specific needs.

Acknowledge that some dogs—even after having them temperament tested, overseen by well-trained handlers in a professionally designed nurturing environment—may still have behavioral issues. Work to socialize them using positive, sensible training methods to help these dogs relax. Continually evaluate

them throughout each and every day, checking their physical features and their emotional state so that you can truly optimize their stay and personalize their experience while at your facility.

NATURE AND NURTURE

At the end of the day, it’s about nurturing the nature of the dogs—finding out what surroundings and spaces make them comfortable, happy, social and playful.

It’s about noticing their instincts, tending to their well-being and socializing them within their temperament threshold. By doing this, you can create the perfect “day in the life” for your guests at your facility. n Dr. John Boyd, DVM, CEO and founder of Dr. Boyd’s Pet Resorts and Veterinary Centers, is considered a leader in the emerging veterinary hospitality industry and intends to take his successful model of “whole-istic” pet care nationwide. Dr.

Boyd attended the University of Southern California as an undergraduate before earning his doctorate in veterinary medicine from the University of California-Davis in 1986. Dr. Boyd has been an active member within numerous veterinary associations at the local, state and national levels. Prior to creating Dr. Boyd’s Pet Resort, Dr. Boyd founded Pacific Petcare Veterinary Hospital of Carmel Valley in 1992, Dr. Boyd’s Foundation for Pets in 2004, and in 2007 Dr. Boyd developed a 25,000 square foot integrated veterinary hospital / boarding facility that Dr. Boyd now fondly refers to as his “practice business model.”

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PROFILE OF SUCCESS

PAL’S INN PET RESORT WHERE THE PHYSICAL AND SPIRITUAL NEEDS OF CUSTOMERS AND COMMUNITY ARE MET

PHOTOS COURTESY PAL’S INN PET RESORT

36

PET BOARDING & DAYCARE

By Lisa Dunbar

A

resort where pets are pampered and every pet is a celebrity. That’s the promise that Pal’s Inn Pet Resort in Fountain Hills, Arizona, makes to customers who entrust their animals for daycare or overnight stays. Fulfilling that promise includes: quality care, an immaculate facility, friendly staff, grooming, training, massage therapy, organic foods and time for ‘pals’ to romp in a 2,000-square-foot, outdoor atrium complete with grassy turf, a waterfall, a fountain and mountain views. But that’s just the beginning, there is so much more.

“It’s an honor to take care of someone else’s pet,” said Director of Operations,

Tracy Rothstein, who has an uncanny ability to remember names of every guest staying at the resort, which can house up to 90 dogs and 10 cats. “We take our jobs seriously and make sure the animals have a great experience when they are with us,” Rothstein said. “By their second visit our goal is to see the dogs pulling their owners into the lobby from the parking lot because they are so excited to get here.”

Dogs of every shape, size, and breed stay at the 12,000-square-foot resort in oversized kennels with off-the-ground beds and porcelain tile floors. The celebrity suite includes a four-poster bed, bottled water, and a television with a series of animal movies. There is a separate PET BOARDING & DAYCARE

cattery for felines to roam or curl up in three-level condos.

Doggie daycare includes about 3 1/2 hours of group playtime. Dogs are let out together by size and group and closely supervised by staff. Overnight stays have 90 minutes of group play at no extra charge.

A closed-circuit web camera set up in the atrium allows pet owners to log-in with a special password from their computers or mobile devices to check on their animals or watch them play.

The full-service grooming facility includes cuts, pedicures, teeth brushing and more. Animal massage therapy is offered for pets with arthritis, hip dysplasia or stress issues. Owners can also learn 37

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Barkleigh Productions, Inc. barkleigh.com barkleighstore.com (717) 691-3388

PET BOARDING & DAYCARE

how to do pet massage therapy. A retail section at the resort’s entrance features bakery goods, raw diet and organic foods, toys, collars, leashes, and natural pet care spa products. Commissioned pet portraits are also available.

Rothstein offers a variety of training programs, such as Puppy Kindergarten, basic and advanced obedience, therapy, and on-and-off leash work. He also does in-home pet training for customers.

Rothstein is a graduate of the Animal Behavior College in California and has been training dogs for nearly 20 years.

When it comes to caring for animals, Pal’s Inn goes beyond meeting the physical needs. The resort caters to spiritual and community needs as well. Rothstein is also a trained and certified animal chaplain. His One Spirit Animal Ministry provides spiritual support for the pals and their families.

“I bless animals, perform last rites, conduct animal memorial services, and provide bereavement counseling to pet owners” Rothstein said. “The death of a pet can be as emotionally devastating for an individual or a family as that of a human being,” he adds. “To some individuals, their pets are like their kids.”

Rothstein, who earned his certification from Emerson Theological Institute in California, will talk pet owners through options when a pal is ill. He will pray for the animal and provide spiritual support for the pet owner. He also runs a monthly animal grief support group.

Besides serving owners’ needs when their pets pass on, Pal’s Inn is starting a new service: Celebrity Legacy Pet Care.

This package is for people who either predecease their pets or become disabled and want pet care for the remaining life of their pets.

“Before pet owners pass away, if they want to plan for optimum care for their animals, they can specify in their trust or “last will and testament” to leave their pal an inheritance fund to be administered

by Pal’s Inn,” according to Pal’s Inn Pet Resort founder and owner Rose Sampieri.

“P

eople know they can bring animals in trouble here and they will be safe and well cared for until their owners are located.”

“We would then care for the pet as a fulltime resident of Pal’s Inn.” When Sampieri, her husband Robert, and partner Don Leitzen founded Pal’s Inn eight years ago they wanted to be a business that gave back to the local community. Pal’s Inn is fulfilling that goal with compassion. The resort is well known in the community for reuniting lost pets with their owners, housing up to 17 rescue dogs at time in a separate wing of the resort for a significant discount, and working with three local animal rescue groups to find homes for animals and raise money for their food and medical needs.

“Town residents have become conditioned to bringing lost pets to Pal’s Inn,” Rothstein said. “At least once or twice a week a stray or lost pet is brought in.”

The resort uses e-mail blasts or “Lassie alerts” (similar to an “Amber Alert” for a missing child) and phone calls to a network of clients and rescue volunteers in an effort to locate the pets’ owners.

“People know they can bring animals in trouble here and they will be safe and well cared for until their owners are located,” Rothstein said.

Recently the resort reunited a Saint Bernard, a Mastiff, three pugs and two READER SERVICE CARD # PET BOARDING & DAYCARE

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Jack Russells with their owners and found homes for a lost coyote-Shepherd mix, a small dog left in a park, a dog caught running in the road, and a two-week old puppy found in a parking lot.

“About 80 percent are reunited with their owners and the other 20 percent we are able to get adopted out to families,” Rothstein said. “The care and nurturing of that other 20 percent of the dogs, while they are awaiting adoption, has become a “ministry” for Pal’s Inn,” Sampieri said. “It

allowed us to help launch a new, separate organization called Pal’s Rescues. It’s a group of volunteers who walk the rescue dogs here on a daily basis and aid in the adoption process.”

Rothstein also works closely with the rescue agencies to help their animals prepare for life in a kennel before they are adopted. From garage sales to car washes, Pal’s Inn is regularly involved in helping with fundraisers for rescue animals.

“Most recently we helped raise funds

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to cover medical bills for three stray dogs that came to us,” Rothstein said. “One dog had a fractured hip, another had a heart murmur, and the third had a torn ligament in his knee. All three found homes.” Pal’s Inn is not reimbursed by any municipal agency for feeding and caring for stray dogs. Donations from volunteers help support that effort.

In addition to working with rescue groups, Pal’s Inn works with the Fountain Hills CARE group, an organization that provides help to individuals who are survivors of a crisis. Pal’s Inn will take in animals on a short-term basis to help in emergencies. “We have become a needed command post in the community for rescue efforts, and are happy to serve,” Sampieri said.

In 2011, Pal’s Inn was recognized by the Fountain Hills Chamber of Commerce for “providing a safe place to bring pets and a haven for abandoned animals.” Whether it’s a lost, abandoned, or well-loved family pet, Pal’s Inn provides the utmost care and love to any “pal” that comes through their doors! n

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ANIMAL HEALTH

HOT DOGS

By Laura Pakis

D

ogs come in all shapes, sizes, and colors, but dog lovers treat them all with the same compassion. The sun, unfortunately, is not so kind. It may send one dog to the door panting or leave another so scorched that it’s hot to the touch. Several factors determine a dog’s sensitivity to heat and the sun. These variables will decide to what degree a pooch will be praying for a pool party or a place in the shade.

Everything from the size of the dog, to the color and grooming style of its fur, will make a definite difference in the dog days of summer.

A dog’s body size is very likely to determine how easily it will overheat. “Dogs build up heat as a function of volume and lose it as a function of surface area,” writes Caroline Coile, of Petside.com. “This means that larger dogs with rounder bodies have less surface area for their size, and build up heat faster.” A pocket-sized Pekingese will not suffer the same effects 42

as quickly as a massive Bull Mastiff.

Another interesting note is that flat, or snub-nosed, dog breeds tend to overheat easier and do not do well in hot weather. This includes breeds like Boxers, Pugs, and Bulldogs. Since dogs regulate body temperature partly through panting, those that do not breathe as well also do not regulate as well.

On one particular 85 degree sunny day here at Acme Canine, the doggie daycare group lounged in the facility’s side yard. The yard contains areas of both sun and shade. Most of the dogs smartly stayed in the shade. Our temporary resident dog Acme, an Old English Sheepdog, occasionally trotted back and forth from sunshine to tree cover. The first dog to eventually need shelter, however, was Dixon, a Bernese Mountain Dog. Acme and Dixon are roughly the same size with medium-to-long fur (or hair in Acme’s case). Their major differences are revealed in their coat. Acme has grey and

white curly hair, while Dixon has mostly brown and black fur. A dog with a darker coat will absorb heat much faster than one with a lighter coat.

Light-colored dogs are not out of the woods either. Though their coats may reflect more sunlight and heat than their dark-haired friends, they are more prone to sunburns and skin problems related to sun exposure. Fair-skinned dogs are just as susceptible to sun sensitivity and skin cancer as fair-skinned people are. “Cats, dogs, and horses that spend a lot of time in the sun and have a light colored coat or lacking the black pigment around the eyes, ears, and nose, can get sunburned,” writes Dr. Janet Tobiassen Crosby, a doctor of veterinary medicine who discusses animal safety issues. “Long term effects of sun exposure may include skin cancers such as squamous cell carcinoma and malignant melanoma.”

To combat these particular dangers, use sunscreen for fair-skinned and

PET BOARDING & DAYCARE

43

lightly-colored dogs. According to Dr. Julie Damron of the Sierra Veterinary Clinic, sunscreen like non-toxic Bullfrog can be used. Most sunscreen that uses titanium dioxide as the active ingredient can be used as well. To be certain, however, one can buy dog-specific sunscreen in most pet stores.

Dogs with undercoats, or a second layer underneath the top layer of fur, present another problem. Stylish summer shaves are popular among dog owners, but surprisingly this can be counterproductive. Dogs release most of their body heat from the lungs (panting), nose, and the pads of their paws. As a result, they do not need the shaved look to cool down. Cutting the fur too close to the skin can even increase the dangers.

Undercoats provide insulation from both cold and heat. There will be less protection from the heat and, if the dog burns easily, it may take barrels of sunscreen to stay protected. More important to dogs with undercoats is proper brushing

routines to keep the coat neat. Dogs with dark coats can usually get a trim, as long as it does not overexpose the skin underneath. Owners who have dogs with light coats should use extra caution when deciding on a grooming style. “If you do shave your pet, leaving at least a quarter inch of coat will still help to reduce burns and tumors,” writes Dr. Damron.

For dogs that seem prone to heat or sun sensitivity, there are measures one can take in order to avoid harm in the hot months:

KEEP WATER AVAILABLE any time the dog is in the heat.

WATCH for signs of heat exhaustion and heat stroke. Early signs include excessive panting, stumbling, rapid heart rate, and bluish coloring on the tongue.

USE SUNSCREEN to protect fairskinned and light-coated dogs from burns that can lead to skin cancer and other

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maladies. Pet stores carry sunscreens specifically created for dogs that do not contain harmful or toxic ingredients.

DO NOT leave a dog exposed to the elements unattended for an extended period of time (this also includes the obvious “never leave a dog in a parked car” rule). If it is above 90 degrees, avoid leaving the dog outside for more than five minutes.

BE AWARE of the dog’s vulnerabilities. This rule could even encompass all the others. If the dog is fair-skinned, use sunscreen or t-shirts to protect it. If it is dark, do not leave it in the heat and sun as long as you may leave other dogs. Do not walk a dog on black pavement that may feel scalding on its pads. This basically means to simply use common sense and be mindful that dogs feel the impact of heat and the sun even more intensely than people do. React to behavior quickly and responsibly and the dog will stay healthy, happy, and cool. n Laura Pakis is an experienced certified professional trainer and owner/ founder of Acme Canine. Laura is certified in Pet First Aid by the American Red Cross and PetSaver, is AKC Canine Good Citizen and Community Canine Evaluator, and AKC PuppySTAR evaluator. She is certified in breed selection, puppy development, assistance dog training, basic and advanced obedience, Police K-9 and protection training, tracking, E-touch training, and Pack to Basics.

She has been nominated for the Woman of the Year in the Pet Industry Award, Better Business Bureau’s Integrity Award and Worthington Chamber’s Small Business Person of the Year Award.

Recently her business was singled out from among several thousand businesses to be nominated as one of three finalists for the 2014 Pet Age boarding facility of the year; reflecting the skills, talents and professional reputation Laura has and continues to build in her growing business.

PET BOARDING & DAYCARE

45

TRANSMITTABLE DISEASES IN CATS

By Ingrid King

C

ats are susceptible to a number of infectious diseases.

Some of them are preventable, and most boarding and grooming facilities require cats to be current on vaccinations. However, no vaccine is 100% effective, and regardless of a cat’s vaccination status, scrupulously clean facilities and a staff trained to understand disease transmission protocols are a must to prevent disease transmission.

UPPER RESPIRATORY DISEASE

Upper respiratory issues are the most common transmittable illness in cats.

They are most frequently seen in shelters

46

or catteries. Symptoms include sneezing, runny nose, runny eyes, lack of appetite, and fever. These cold like symptoms can be caused by either a viral or bacterial infection. The two most common viruses that cause upper respiratory infections in cats are Herpes and Calici. Bacterial infections are most commonly caused

by Mycoplasma Pneumoniae, Bordatella Bronchiseptica, and Chlamydia Psittaci bacteria.

The feline Herpes virus is not the same strain as the human one, and it is not contagious to people, or vice versa.

Herpes virus in cats causes primarily cold like symptoms, but it can also cause serious eye infections. 80-90% of cats PET BOARDING & DAYCARE

have this virus in their systems. Cats with a healthy immune system will usually be asymptomatic unless their immune system becomes stressed. Cats who carry the virus are only contagious when they’re showing symptoms.

The feline Calicivirus, or FCV, also causes symptoms similar to those of a common cold. This infection quickly spreads among cats housed together.

While Calici symptoms usually mimic those of a cold, they can also include painful ulcers inside the mouth, nose and throat area. Current Calici vaccines contain about 40 different strains of the virus, and as such, the vaccine provides pretty good protection. However, since

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It is important to understand that once a cat is infected with either the Herpes or Calici virus, she may carry the virus in her body for life. the virus is constantly mutating, complete protection cannot be guaranteed even for vaccinated cats.

It is important to understand that once a cat is infected with either the Herpes or Calici virus, she may carry the virus in her body for life. A carrier cat may show mild symptoms when she is stressed, which makes outbreaks during boarding a very real possibility.

FELINE LEUKEMIA (FELV)

The feline Leukemia virus affects the cat’s blood, causing various blood diseases. It also suppresses the immune system, making it harder to protect

against infection by bacteria, viruses or fungi found in our everyday environment that wouldn’t affect healthy cats.

The virus is transmitted through direct contact from cat to cat. The primary route of transmission is through saliva and nasal secretions, but it is also present in the urine and feces of infected cats.

Cat-to-cat transfer can occur through bite wounds, but also through grooming.

The virus only lives outside its host for a few hours, and because of this, transference through shared use of litter boxes and food dishes is not as common, but it can occur.

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FELINE IMMUNODEFICIENCY VIRUS (FIV)

The FIV virus affects approximately 1.5 to 3 percent of healthy cats in the United States, with slightly higher rates in cats that are sick or at high risk for infection. FIV is a lentivirus, which means it moves very slowly, and it gradually affects a cat’s immune system. It is passed from cat to cat through blood transfusions and serious, penetrating bite wounds. Infected cats may never show symptoms. The only way to diagnose FIV definitely is through a blood test.

PANLEUKOPENIA (DISTEMPER)

This highly transmittable disease is caused by a virus that causes fever, weight loss, diarrhea, vomiting, dehydration, anemia, or persistent chronic infection.

Unless a cat receives immediate supportive care, distemper is usually fatal.

Distemper is highly transmittable via contact with infected saliva, urine or stool.

RABIES

The Rabies virus attacks the nervous system and travels to the brain. It is

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Appropriate staff hygiene and proper facility cleaning and disinfection can prevent the spread of most of these diseases.

TOXOPLASMOSIS

Toxoplasmosis is caused by the Toxoplasma Gondii parasite, which can be found in the feces of cats who eat infected mice, birds, raw meat, or contaminated soil or water. Toxoplasmosis is rare in the United States. According to the Centers for Disease Control, more than 60 million men, women, and children in the U.S. carry the Toxoplasma parasite.

Of those who are infected, very few have symptoms because a healthy person’s immune system usually keeps the parasite from causing illness. Most cats infected with T Gondii will not show any symptoms, but occasionally, cats with a weak immune system will show symptoms such as lethargy, fever, and loss of appetite.

Even though cats can be carriers of the parasite, the highest risk of contracting the disease does not come from cat feces, but from eating raw or undercooked meat or unwashed fruit and vegetables, or from gardening in contaminated soil.

PROPER HYGIENE PROCEDURES

Appropriate staff hygiene and proper facility cleaning and disinfection can prevent the spread of most of these diseases.

Written procedures for both cleaning and staff hygiene will ensure the greatest

success in providing a clean and safe facility for all cats and prevent transmission of disease.

There is no single cleaning product that will kill all possible viruses or bacteria, but regardless of which product is used, some general principles apply.

Always follow label directions for dilution, allow sufficient contact time with surfaces, and ensure that all surfaces are dried completely. Residual water may become a breeding ground for pathogens.

The Koret Shelter Medicine Program at the UC Davis School of Veterinary Medicine provides detailed protocols for sanitizing animal shelters. The protocols

can be easily adapted for grooming and boarding facilities. Staff should follow thorough hand washing procedures in between handling cats. Some diseases, especially upper respiratory viruses, can be transmitted via staff clothing. Protective garments should be available when dealing with infected animals. Bedding and towels should be washed in hot water with bleach added to the cycle.

Understanding feline transmittable diseases and how to prevent them will ensure a happy boarding or grooming experience for feline clients. n

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transmitted through the saliva of infected animals, and it is transmittable from animals to humans. There is no cure for Rabies, which is why most municipalities require Rabies vaccinations for all pets.

If a person is bitten or scratched by a potentially rabid animal, he must seek immediate medical care, and may require prophylactic Rabies vaccinations.

49

IS COOKING FOR YOUR DOG CRAZY?

By Rachael Johnson

I

have had dogs all of my life. I have bought dog food all of my life.

Whatever was on sale, whatever looked good, whatever was convenient.

Dog food was just dog food, right?

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A few years ago, if someone would have told me that I would be cooking for my dogs, I would have been quite confused. I loved my dogs, but never entertained the notion that I could feed

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them something else besides what was in their dog food bag. It’s not that I didn’t care about their health, but I was busy working and with the everyday stresses of life. It wasn’t until the massive amount of dog food and dog treat recalls that I began to question what I was doing. Why was I putting their lives in the hands of others?

How could I trust what these companies were telling me? Made in China? When did this happen? Was I too busy to care about their lives? NO. This had to change, and I was determined to find another way of feeding my dogs.

Deciding to stop feeding my dogs commercialized dog food was not a decision I made overnight. First, I researched the history of dog food and when it became a staple of all dog parents. I began to wonder, how did dogs survive before this? Were there dog food bags in the wilderness that kept them alive, or did they eat real food? Why hadn’t I thought of this before? When did the term “people food” come into use? Isn’t real food a basic necessity for all of us?

So many questions. Yes, I was busy, but I made the time to educate myself, consult veterinarians and find out what nutrients they needed. No, this was not impossible. And I refused to believe it was as

impossible as the dog food companies were telling me.

During this process, I was dealing with a sick dog. A rescue dog named Peanut Butter Brickle who had a picky appetite, numerous bouts of stomach ailments, itchy skin and ear infections.

These episodes had been going on since we adopted him. Our other rescue dog, Digby Pancake, also had chronic ear infections and was destined to live a life on antibiotics. I never attributed it to their diets, but as I slowly began feeding him less dog food and more “people food”, real food, miraculously, every single one of these issues disappeared.

I really couldn’t believe it. Was it this simple? I was frustrated with myself and with all of the money I had spent on vet visits. But my frustration propelled me onward to spread the word! This was not complicated, this was not hard. This was rewarding. The thought that I could add years to their lives by cooking for them was all the motivation I needed.

So where do you start on the the path of cooking for your dog? I believe that everyone’s path is different. Go to the library, read all you can. Consult a veterinarian of course, especially if you have a dog with special needs. And know the basics.

First of all, what should I not be feeding my dog? Let’s get that out of the

way first. The ASPCA website has a list of hazardous foods for dogs including avocado, raw bread dough, chocolate, alcohol, grapes and raisins, macadamia nuts, moldy foods, onions and xylitol.

Not too hard so far. So what can I give my dog? That list is so much longer, and we could not list everything. But again, do your research, and gradually introduce new foods to your dogs. Start with unsweetened, plain yogurt, lean

proteins, pumpkin, sweet potatoes, apples, green beans or peas. The pawsibilites are endless!

The first new food that I introduced to Peanut Butter Brickle and Digby Pancake was soup. I mixed unsalted chicken broth, ground turkey, quinoa, carrots, green beans and sweet potatoes in a pot and cooked it. I was so excited that I was making comforting, nurturing soup for my furkids. They loved it. And their

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tails wagged uncontrollably. This was the first meal I cooked for them. I will never forget it. The pet food industry has a term that they use called “happy dance”. They are referring to all the jumping, wagging, purring and pawing that hungry dogs and cats do when anticipating a meal. They work hard for this “happy dance” factor with marketing and advertising. But does it really happen? I don’t know about you, but my dogs never got this excited over that bag of dog food. It made me realize that all living things deserve real food. I was eating better, my dogs would too.

This was the start of a life change. And longer lives for my dogs.

Have my dogs loved everything I have cooked for them? No way. Does it take preparation on my part, especially during the week to do this? Absolutely. But feeding ourselves takes preparation too!

Often, I modify what we are eating for dinner for the dogs. It makes prep work easier. Do I ever cheat and feed them dog

food from a bag? Not for over two years.

And they are healthier and happier than ever.

Again, some may think it’s crazy to cook for your dog. Yes, some things do make me crazy as a pet parent. I like to dress up my dogs in funny costumes.

Crazy. I like to speak for them in funny voices. Crazy. But cooking? No way.

Getting back to basics, thinking for ourselves and wanting what is best for our dogs is not crazy. Our dogs depend on us for food, unlike their ancestors. It’s our responsibility to ensure their food’s safety and not to wait for the next set of recalls. We simply cannot rely on or trust others or companies to do this for us any longer. n Rachael Johnson is the Co-Owner of Your Dog's Diner and 2 Traveling Dogs.

In 2011, Rachael started 2travelingdogs.com, a website dedicated to her rescue dogs Peanut Butter Brickle and Digby

Pancake's adventures. Soon their fan-base grew to over half a million Facebook fans.

Rachael realized their daily adventures should be used to draw awareness to the plight of homeless animals across our country.

With a daily Dog Blog and cross posting page on Facebook, Rachael's dedication to her dogs grew. Combining a love of dogs with a lifelong love of cooking is a dream come true for the Johnson family. They aim to show dog parents the joy of cooking for their dogs and the peace of mind knowing where your dog's treats come from is safe and fresh.

Rachael can be seen regularly on Daytime NBC, hosted by Jerry Penacoli and Cyndi Edwards. www.yourdogsdiner.com www.2travelingdogs.com www.youtube.com/yourdogsdiner/videos

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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: ________________

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Canine CPR dvd © Copyright 2001 made in the usa

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PROVERBIAL WISDOM

Canine CPR Course approved by the Illinois State Board of Education

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Knowing how to respond quickly in an emergency and, if necessary, administer cardiopulmonary resuscitation (CPR), can save the life of a pet in your care.

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Instruction includes: • Definition of cardiopulmonary arrest • Assessment of the dog • Preparing the dog for CPR • Demonstration of breathing and compression techniques • CPR techniques for one or two people • Benefits of learning canine CPR

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Veterinarian, Melanie Mokos, D.V.M., discusses practical issues of canine CPR and provides a thorough, step-by-step demonstration of the techniques.

#1340 CPR - dvd $27.95

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