understanding pet core services 1/13/2014...title: microsoft powerpoint - pcbb core pet care...

Understanding Pet Core Services 1/13/2014

Copyright Suzanne Locker 2014 1

Understanding Core Pet Care Services

bySuzanne Locker, CKO

Copyright Suzanne Locker 2014

You Will be the Pet ExpertProvide professionally-executed services

Perform services correctly & safely


Today’s Pet Owner Wants:Consistency of careOver-the-top customer service

Special requestsFlexible policiesConvenience

Problem solving

Nothing kills a new business faster than “word-of-mouth” advertising that you don’t know what you are doing!




Most Common ServicesOvernight boarding

Dogs / CatsAdd-on services

Dog daycareObedience trainingBathing and/or groomingRetail sales


Dog Boarding

Stable revenue sourceLarge marketBoarding options

Indoor onlyIndoor/outdoor (doggie doors)Cage-freeSuites


Indoor Enclosures




Indoor/Outdoor

6 ft. long by 8 ft. wide

6 ft. long by 4 ft. wide


Indoor/Outdoor


Indoor Potty Areas




Outdoor Potty Areas

60 enclosures (60 dogs) with only ONE exercise yard.Each dog gets a 10 minute break 3 times per day

totaling 30 minutes a day 60 dogs x 30 min. = 1,800 minutes Divided by 60 min. = 30 hours!


Cage-Free Boarding


Suites




Staffing – Dog Boarding(Includes feeding/cleaning/misc. care)

Service Technical Skills Staff RatioIndoor enclosures w/separate potty areas

Moderate; Basic dog handling skills & knowledge of health issues

1: 10 -15 dogs Includes time to move dogs to potty areas (whether inside or out)

Enc. w/ doggie doors(runs 10 ft. or longer)

Same 1: 15-20 dogs

Cage-free orCommunal

Very High; Experience w/ group play; understandingdog compatibility is essential. Stable, confident staff member as attendant.

1:10 dogs


Dog BoardingPrior to arrival

Pet behavior & assessment

multiple pet familiesVeterinary recordsGeriatric and medical release


Dog BoardingArrival

Pet greetingPet care agreement

are policies understood?

Luggageset boundariespre-entry form saves the day




Dog BoardingEntry evaluation

Weight scaleDiscuss current health w/owner

IdentificationCalmly introduce dog to facility


Dog Boarding

During the stayDaily checks

Record appetite, elimination & any changes seen

Reduce stressPlay & exerciseHolistic remedies

Reach out & touch!


Dog BoardingDuring the stay

Medical problemsemergency listsBreed-specific problems

Medicationscontrol issues decide your limitations

Aggressionplan “B”equipment

Emergency action plans for an escape or deathCopyright Suzanne Locker 2014



Dog BoardingDeparture

Exit evaluationBelongingsInquiring minds want to know…..Leave them with a great impressionFollow-up marketing

report card & photophone call, email


Cat Boarding

Highly recommendGood revenue sourcefor space required

Less labor intensiveCompliments other boarding


Staffing – Cat Boarding(includes feeding, cleaning enclosures & basic care)

Service Technical Skills Staff RatioCat Boarding Moderate; Basic cat

handling & health; MUST understand & enjoy cats!

1:15-20 cats (cross-train staff)




Cat BoardingArrival

Entry evaluationWeight (in carrier if necessary)photofriendly questions

Health issuesPlay activities


Cattery Enclosures


Other Pet BoardingLess common – good optionSmall mammals, birds,

reptiles, etc.?Know your marketGrowing area of pet populationMust know needs of species & stress signals




Boarding ActivitiesStrongly recommendFantastic revenue sourceAll-inclusive pricingA-la-carte menu


Boarding ActivitiesSomething for all energy levelsPlay sessions ideas

nature hikesbedtime tuck-incuddles & kissespopcorn & a moviemassage or yogalaser tag

Activity packages


Boarding ActivitiesPool sessions

safetymaintenance & clean-up labor




Boarding ActivitiesDay care while boarding

same policies as daycaresmaller groups

less experience required


Dog DaycareGrowing serviceMarkets vary

luxurynecessity

Space plan for growth

Technical knowledgedog languagegroup dog behavior


Dog Daycare

Growth issuesService options

group play for boarding dogsoff-leash playgroups with ownersprivate dog park memberships

survey customers




Dog TrainingHighly recommendTechnical knowledge requiredObedience

group classesboard & trainday trainingbehavior counseling


Sportsagilityfly-ballfitness ballstreadmill


Pet Grooming Highly recommendGood revenue / predictable & stableHiring considerationsGroomers only Groomers with bathing/drying staff




Pet Grooming

Compensationhourlysalarycommission

Contract laborWhat’s fair?


Pet GroomingWhich is better for you….

“finish only” groomer“complete” groomer

Equipment costsrepairsaccidents


Pet GroomingCreative styling!




Pet BathingBasic bath services

nail trim & filingear cleaningteeth brushing

Spa servicesAromatherapyfacialspawticures

Trainable skillsbasic trimmingpaws, pads, privates


Staffing – Bathing / Grooming

Service Technical Skills Staff RatioBathing Moderate; Basic Pet Handling

& Health; Calm, quiet personality

1:10-15 Bathe, Dry & Trim Nails

Depending on breeds!

Grooming Moderate to High Skills; Previous experience; Pet Groomer Certification preferred

1:7 –18 Finishing-Only1:5–12 Complete

Depending on experience and breeds!


RetailBenefits Choosing stockProduct sales knowledge




Creative displayseducate customers

Inventory controlsmall ordersco-op consignment

Trendsboutiqueinteractive toys


ResourcesPET CARE TRAINING SOURCES:

Dog Gurus; www.safeoffleashdogplay.comKnowing Dogs series, www.robinkbennett.com/knowing-dogs-staff-training

PET INDUSTRY ASSOCIATIONS:IACP - International Association of Canine Professionals; www.dogpro.orgAPDT - Association of Professional Dog Trainers; www.apdt.comIBPSA – International Boarding Pet Services Association

PERIODICALS & WEBSITES:Whole Dog Journal; www.apdt.comPet Age; petage.com Pet Business; www.petbusiness.comPet Product News; www.petproductnews.com


Suzanne Locker, CKO

17024 Bamwood Drive

Houston, Texas 77090

281-444-9414

[email protected]


understanding pet core services 1/13/2014...title: microsoft powerpoint - pcbb core pet care...

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