Staff Reviews What Does It Mean…

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January/February 2010 Staff Reviews What Does It Mean… Being Green? Helping Local Animal Shelters MEMBER PROFILE: Stay N Play Pet Ranch Inc. Dripping Springs, Texas PLUS: Heart Disease & Pets Dog Park Tips Using the Leash Inside the Home PRICE $9.95 (US) www.petcareservices.org Journal P E T S E RV I C E S C O N T E N T S 2010 S January/February E Staff Reviews L HUMAN RESOURCES: MEMBER PROFILE: C I FACILITIES: By Al Locker A R Dripping Springs, Texas By John Ridge and Christy Stettler T Stay N Play Pet Ranch, Inc. 34 On the Cover: A client at Stay N Play Pet Ranch relaxes during a canine massage. 18 By Veronica Boutelle What Does It Mean… Being Green 24 34 COMMUNITY INVOLVEMENT: How Pet Care Facilities Can Help Local Animal Shelters 42 By Joy Lee 18 DEPARTMENTS Chief Governace Officer’s Column Pet Care Services is Your Association . . . . . . . . . . . . . 4 Thoughts From the CEO Increase Your Triple Bottom Line . . 6 Dog Boarding Defining A Green Plan . . . . . . . . . 8 Dog Daycare 10 Ways To Keep Your Dog Safe In Off-Leash Play . . . . . . . . 10 Dog Training Do You Really Think a Leash Is Only For Walking Your Dog . . . . 12 Education A Few Green Tips . . . . . . . . . . . 14 Holistic & Green Introducing The Holistic & Green Section . . . . . . . . . . . . Convention Scrapbook . . . . 32 Clip & Copy . . . . . . . . . . . . . 45 Lifetime Members . . . . . . . . 46 Calendar . . . . . . . . . . . . . . . . 48 New Members . . . . . . . . . . . 49 Congratulations . . . . . . . . . 50 New CKOs . . . . . . . . . . . . . . Industry News . . . . . . . . . . . Resource Guide . . . . . . . . . . Ad Index . . . . . . . . . . . . . . . 53 54 57 59 24 16 Animal Health Protecting Their Hearts, and Yours: Research Into Heart Disease Offers Hope . . . . . . . . . . . . . . . 22 We Care ...for Pet Owners, about Our Members, about Your Pets, for Your Pets. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 EDITOR ’S LETTER MOVING TOWARDS GREEN remember the very first Earth Day. I was in sixth grade and the event greatly impacted my views about our environment. I learned how precious our water is, that air fresheners won’t clean our air, and the importance of recycling cans. The acronym EPA (Environmental Protection Agency) was etched firmly on my brain reminding me to respect our planet and value its limited resources. A couple of decades later when I worked for the Clean Air Campaign of the Pikes Peak Region, I was dismayed to learn how passive (and lazy) our society had become about protecting the environment. When I talked to people about ways they could reduce the amount of pollution in our air by riding their bikes or carpooling to work, using the bus instead of their car, and installing cleaner burning stoves and fireplaces in their homes; I mostly heard arguments about why they couldn’t do any of these things. While the students I talked to at school presentations were more enthusiastic, I was surprised at how many of them didn’t have a clue as to what EPA stood for or what recycling meant, let alone how to do it. Today, I am very pleased that being “green” is in vogue again and that this issue of Pet Services Journal is focusing on ways you—as pet care providers—can preserve our environment. To me, it just makes sense to be green. I come from a conservative family that taught me to live within my means I By Christy Stettler and not be wasteful. So I recycle all my cans, plastics, tin, cardboard and glass. As our light bulbs burn out at home, we replace them with compact fluorescent bulbs (and we have yet to replace one of those bulbs). We bring our own bags to use at the grocery stores and we buy products that do not waste resources in their packaging. You, too, can make your facility green (or greener). Read how your past Chief Governing Officer Charlotte Biggs kept the environment in mind when starting her facility and her future “green” plans in our Member Profile. Al Locker talks about the pros and cons as well as the multitude of options available to you in his article entitled What Does it Mean . . . Being Green? And Carla Morris shares simple “green” things that her facility does that you can start doing immediately in the Education column. Being green—it is more than just a passing fad. It is the right thing to do and I believe that people want to do the right thing. Be the leader in your community by setting the example for them at your facility and keep our planet green. 2010 PET CARE SERVICES DIRECTORS Susan Briggs, CKO (713) 658-0900 Urban Tails, L.L.C., Houston, TX [email protected] Lori Cawood, CKO, CAPCT (309) 829-5023 Canine Classic’s Spa & Resort, LLC, Bloomington, IL [email protected] Laura Else, CKO (907) 780-5450 Pet Nanny’s Place, VFA, Juneau, AK [email protected] Courtney Emken, (512) 251-7600 DogBoy’s Dog Ranch, Pflugerville, TX [email protected] Emerson Hughes, (804) 672-7295 Holidy Barn Pet Resorts, Glen Allen, VA [email protected] Gretchen Meienburg, CKO (419) 592-7387 Pampered Pets Bed & Biscuit, VFA, Napoleon, OH & Ft. Wayne, IN [email protected] Carolyn Millar, CKO (207) 942-5117 Carden’s Country Club For Pets, VFA, Bangor, ME [email protected] Howard Nestell, III, CKO (559) 432-5959 Elaine’s Pet Resorts, Madera, CA [email protected] Joan Nieman, (203) 750-5209 Best Friends Pet Care, Inc., Norwalk, CT [email protected] Richard Schutt, CKO (303) 344-0600 Tenaker Pet Care Centers, VFA, Aurora, CO [email protected] Polly Thiel, CKO (515) 221-2295 ext. 6 PetSmart PetHotels, Clive, IA [email protected] Grace Woodford, CKO (770) 253-7234 Dog House Kennel & Grooming, Inc., VFA, Newnan, GA [email protected] CHIEF EXECUTIVE OFFICER Joan Saunders, (719) 667-1600 All material contained in this magazine is copyrighted by the Pet Care Services Association, unless otherwise indicated. All rights reserved. Reproduction in whole or in part without the permission of PCSA is prohibited. Controlled circulation paid at Colorado Springs, Colorado. PUBLICATION OFFICES CHIEF EXECUTIVE OFFICER Joan Saunders; [email protected] Ph: (719) 667-1600 MANAGER OF PUBLICATIONS Christy Stettler; [email protected] Ph: (877) 570-7788, ext. 125 ADVERTISING Vincent Yorke; [email protected] Ph: (719) 360-7341 DESIGN Delta V Marketing; [email protected] Ph: (719) 637-3761 EXECUTIVE OFFICES Pet Care Services Association 2760 N. Academy Blvd. Suite 120 Colorado Springs, CO 80917 Toll Free: (877) 570-7788 Ph: (719) 667-1600 FAX: (719) 667-0116 Web Address: www.petcareservices.org E-mail Addresses & Phone Extensions: General: [email protected] ............Ext. 121 Membership: [email protected] ........Ext. 124 & 122 Education: [email protected] ..Ext. 114 VFA: [email protected]. 116 Classified Ads: [email protected]. 125 Events/Meetings: [email protected] Ext. 111 Orders: [email protected]. 121 PET CARE SERVICES ASSOCIATION OFFICERS Susan Briggs, CKO ..............Chief Governance Officer [email protected] Gretchen Meienburg, CKO ............Vice President [email protected] Polly Thiel, CKO ....................................Secretary [email protected] PET SERVICES JOURNAL is the official publication of PCSA. Published bi-monthly in Colorado Springs, CO. Its purpose is to promote the boarding and pet care industries. Advertising rates available upon request. Articles and news releases relevant to the boarding, grooming and professional pet care industries accepted. All photos and copy become the property of the Pet Services Journal. While it is intended that material in this publication provide accurate information on the subjects covered, publication of any article, advertisement, product information, or other information or data does not imply that PCSA endorses or approves the authors’ viewpoints, advertiser, or any advertised product or service. Neither this publication nor PCSA in any way endorses or guarantees the accuracy, reliability or completeness of the facts, views, opinions, recommendations, information or statements contained in this publication. Readers are encouraged to consult with expert authority (attorney, accountant or other professional advisors) before acting on any information contained herein. ON THE INTERNET: www.petcareservices.org THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 3 CHIEF GOVERNANCE Pet Care Services is Your Association By Susan Briggs, CKO PCSA 2010 CGO “ Take pride in letting your community know that you excel in pet ” care… If you have a question or concern regarding the Pet Care Services Association, contact the CGO: Susan Briggs Email: [email protected] 4 OFFICER ’S COLUMN honored to serve you as the new ITheamPresident of the Board of Directors. Board members you elected are extremely dedicated to the mission of our association. We are all looking forward to the New Year believing that the economy will continue to strengthen and prosper for all our members. On behalf of the Board, I want to thank the 249 members who took time replying to the survey prior to our meeting in Orlando. Your input is being utilized by the Board and our CEO as we consider all the programs and services we offer. For example, we immediately implemented your feedback by creating membership rate tiers based on the size of the facility. Pet Care Services Association is a reflection of the involvement and passion of our members. To maximize our success we need all members to participate in surveys, volunteer for committees, share knowledge as a mentor, write articles and present local seminars. It was clear from the survey that members are under the misconception that only Board or a select few can participate in these opportunities which is not the case. We want and need volunteers to share their passion so please email me if you want to be more involved with your association and I will hook you up! The survey comments also surfaced several misperceptions about our Accreditation Program (formerly called Voluntary Facility Accreditation Program). You can be an accredited facility if you do not offer dog boarding. The program does not mandate the procedures you implement in your pet center. It does specify certain outcomes or requirements, but not the specifics of how you achieve them. I encourage all members to take a second look at this program that truly sets your pet center apart from the competition. Take pride in letting your community know that you excel in pet care by meeting the highest standards documented in our industry. As leader of our Board, my goal is to continue the positive momentum Pet Services Journal January/February 2010 that closed 2009. We want to improve and increase the communication with all of our members. We want to ensure all members are clear on our programs and volunteer opportunities. It is also important that existing programs are viewed as critical resources to you in providing quality pet care. Our goal is to be the leading source of pet care trends and issues and to provide resources for all members to have business success. Two new sections have been formed that will facilitate more information and resources for you. The rapid growth of social media and smart phones bring new marketing opportunities to all small businesses and the future Technology Section will keep us informed on these and other new trends in the rapid developing world of technology. Being green and organic is important to many consumers so how do we reflect this in pet care? Our Green and Holistic Section will share easy steps all of us can take to be greener and will also provide information on the growing list of holistic pet care modalities being utilized today. Look for articles from these new sections in this and future issues of the Pet Services Journal. My request to all members for 2010 is to help us ensure the Pet Care Services Association brand does reflect high quality pet care from each and every member. We have implemented minimum standards and practices that all members agree to abide by when they pay their member dues. It is the duty of each of us to protect our brand and report violations by fellow members. This is a key difference in the revised Standards & Practices and Ethics programs—members can report violations of other members. Our brand is only as strong as the weakest link so we must work together to ensure all members are compliant with high quality care. You told us in the survey that is the top priority for your association and together we will continue to be the standard setters in the pet care industry. d THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 5 THOUGHTS FROM THE CEO green, using sustainable business Increase Your Being practices, adhering to the triple bottom line and lessoning your carbon footprint all concepts that operate from the Triple Bottom arepremise that you and your business are connected to something larger than just Line yourself. By Joan Saunders, Chief Executive Officer “ This issue of the Pet Services Journal focuses on numerous ways anyone can increase their ” triple bottom line. If you have a question or concern regarding the Pet Care Services Association, contact the CEO: Joan Saunders Email: [email protected] 6 This thinking can lead you to consider how your actions will affect others, the pets you care for, the pet community in general, your town or state, society as a whole, the world community and the planet. Building on this thought and taking even small actions towards incorporating sustainable business practices into your operation can actually increase the quality and profitability of your facility or organization while attracting customers who are also committed to those using sustainable practices. This philosophy is known as the “triple bottom line” or “the three pillars—people, planet, profit”. Simply put, if you take care of people and our planet, you and your business will profit. The phrase triple bottom line was originally coined by John Elkington in 1994 and later in his book Cannibals with Forks: the Triple Bottom Line of 21st Century Business in which he describes the social and environmental impact of an organization’s activities and the criteria for measuring its success. More recently, Andy Savitz wrote the book, The Triple Bottom Line: How Today’s Best-Run Companies are Achieving Economic, Social, and Environmental Success—And How You Can Too. Savitz works with Fortune 100 companies and major nonprofits to develop and implement environmental, social, and economicly sustainability strategies. Savitz demonstrates how the best and most successful businesses uses his triple bottom line model to sustain their business and increase their chances of being more successful in the decades to come. Pet Services Journal January/February 2010 You don’t have to wait and read these books to implement “green” strategies. There are a plethora of simple things you can do today to increase your triple bottom line. Debbie at Lucky Dog in Colorado Springs uses recycled packing materials to muffle sound at her boarding and day care business. Many facilities have found ways to use biodegradable cleaning products; others use organic products in outdoor runs and potty areas. Some members use and sell only natural or human grade pet foods. You can consider who and where the products you use are made and use those that support local or indigenous cultures rather than mass producers that may operate using high carbon footprint production processes. A common practice is to reduce your ecological footprint by carefully managing your facility’s energy consumption. Your local utility can advise you on how to conserve energy at your facility. Human Resource strategies can be examined from the Triple Bottom Line perspective as well. Are your people strategies sustainable for your employees? I find ways to encourage and empower my employees to grow by encouraging participation in planning and decision making. Paying fair salaries and maintaining a safe work environment can be cost effective to the business. Another “people” strategy is to give back to your community such as your local shelter or animal rescue or allow employees time off to volunteer there. I know many of you do this already. This issue of the Pet Services Journal focuses on numerous ways anyone can increase their triple bottom line. It is loaded with simple and effective ways for you and your facility to be green with several articles that expand on my suggestions above. Watch for more green articles in future editions. d THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 DOG BOARDING Defining A H Green Plan By Jaime Van Wye ow green is your kennel? These days, being “green” is not only ecologically responsible, it’s a great way to set yourself apart from the competition and position yourself as a market innovator. Defining a “green” policy does not only help you and your staff work towards your goals of a more environmentally-friendly business, but it lets your customers know that you care about important issues. Lighting Replace all lighting with florescent bulbs, which are longer-lasting and more energy efficient. How Can You Go Green? There are a dozen small ways to go green that you’re probably already doing (or can implement easily) and a few bigger commitments that you can make towards making your business eco-friendly. If going green seems like a bit of a financial crunch to take on, don’t worry. The good news is that many changes you can make will actually save money in the long run. To begin with, sit down and make a list of the items you currently do that are eco-friendly and what you’d like to do; post it conspicuously for both your staff AND the public. Keeping on top of your policies, like any other new policy you introduce, will require some work at first to make sure employees are on board, but after a while, it will become second nature. Paper Consumption Reuse, reuse, reuse! Do you have a scrap paper stack? Old paper should be recycled and the back of paper can be used for taking notes. “ HVAC Maintenance Dog fur and dust can clog your filters fast so keep on top of your maintenance program. Your system will consume less energy and work more efficiently. Go Digital! Think about implementing an online system to take vaccination records, for example. Purchase an online fax number for about $10 a month (try www.myfax.com) so you can receive and send faxes via your email program. The best part is that you can keep a digital copy of the fax with no filing! Think about moving your forms online as well to capture data from your clients. Moodle.com is an easy-to-use form creator that can be customized to meet your needs, while reducing paper enrollments (If you’re concerned about If going green seems like a bit of a financial crunch to take on, don’t worry. The good news is that many changes you can make will actually ” save money in the long run. If you have a question or concern regarding dog boarding, contact PCSA's Dog Boarding Section Chair: Jaime Van Wye Email: [email protected] or [email protected] 8 Electricity Energy consumption is one of the big places where businesses can save resources - and money. Identify any lights that can be turned off during business and after hours. Make sure that all non-essential items are unplugged and turned off when they’re not in use. That idle computer someone left on eats up tons of power, and unplugging small items like cell phone chargers can make a difference, too. Pet Services Journal January/February 2010 liability, check with your lawyer about having clients “sign” electronically). Water Conservation One simple thing you can do to save water is to promptly repair leaky faucets. Make sure that staff is not overusing water and consider switching your landscaping water to a grey water system. Depending on your city regulations, you may be able to divert your laundry runoff towards your garden. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Chemicals and Cleaning Products Are you using the most earth-friendly cleaning products? In a kennel environment, look for a balance between the need for disinfection and “green” cleaners. Re-evaluate your cleaning regimen and see if you can go green on some of your cleaning products - even if it’s only adding recycled paper towels to the bathroom. Consider purchasing your disinfectants in powder or concentrated form (most chemicals you buy are mainly water) to save on shipping and transportation costs. Reusing Have a “junk closet” of stuff taking up space? Clean it out and help out locally by donating your excess supplies to a local rescue or animal welfare organization. Materials If you’re remodeling or adding fixtures to your business, consider recycled products or reusing materials, for example purchase lightly used office equipment. Do you have a rubber floor? Chances are you already have a product in your building with some recycled content in it. Retail If you sell retail, stay local and purchase items made in the USA. Try adding some eco-friendly toys or supplies to your product line (like West Paw Designs). It not only saves on energy consumption, but clients love buying “green.” Once you’ve figured out where you stand on these initiatives, draw up a plan and share it. You’ll be surprised how easy it is to go green, and clients will love to hear about it. d Jaime Van Wye is the owner and director of a dog training and agility center in Los Angeles, The Zoom Room, as well as the author of the satirical self-help book, How to Have an IllBehaved Dog. She is the founder and creator of KennelStart, a solutions-oriented company specializing in kennel consulting. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 9 DOG DAYCARE ogs that have appropriate outlets for D 10 Ways To healthier, their energy are usually happier, better socialized, and better mannered Off-leash dog play is Keep Your becoming adogs. more popular way for owners to exercise their pets. However, for some Dog Safe In dogs, off-leash play is not all fun and games. can get hurt, seriously injured, or Off-Leash Play Dogs even killed in poorly run playgroups. By Robin Bennett, CPDT 1. Is it right for your dog? The average age of the dog that enjoys a good romp with a group of other dogs is six months to three years of age. Puppies from three to six months can definitely benefit, but they can also be more easily traumatized if not put in the right group. If your dog chooses to avoid other dogs, then an off-leash play setting may not be the best outlet for him. Dogs that enjoy off-leash dog play usually actively seek out the attention of other dogs. Remember, it’s not about the dog, it’s about the environment. If you dog doesn’t enjoy off-leash dog play, that doesn’t make him a bad dog. It merely means he’s a dog that would rather participate in some other activity. 2. What is socialization? Many people take their dog to off-leash play sessions so they can socialize their dog. This is a great idea, but remember that socialization is not just about exposure to any and all things in the world. Socialization means positive interactions are created to help a dog grow, play, and learn. It should not be a random encounter with just any dog or person available. A bad experience, especially for a puppy less than five months of age, can have lifelong implications. If you have a question or concern regarding Daycare, contact PCSA’s Daycare Section Chair: Robin Bennet Email: [email protected] 10 3. Controlling your dog Off-leash dog play should not be a free for all. Dogs do best if they have been taught some basic skills. You should be able to get your dog’s attention and call him to you even if he’s off leash playing with another dog. This will give you a good measure of control when he begins to get too rowdy. Pet Services Journal January/February 2010 4. Dog play… the good, the bad, and the ugly Not all dogs play nicely. Some dogs play well, but only with certain playmates. Just as with children, you must choose your dog’s playmates wisely. Educate yourself to learn the difference between playstyles and make the best match for you dog. Remember to separate dogs by size and by playstyle. Small dogs should never be placed with very large dogs— even if they play well together. Small dogs can create a predatory behavior in some larger dogs, which can become deadly very quickly. 5. Playstyles Some dogs love to chase one another; others love to wrestle and playbite; others like to play gently using their paws like kittens; still others like to body-slam one another. Put your dog with dogs that have similar playstyles. If your dog is gentle, she will not enjoy playing with a dog who bodyslams her. Both play styles are appropriate, they just aren’t appropriate together. 6. Too much arousal can lead to aggression Dogs need rest periods and breaks even when they are playing. Teach your dog to come to you periodically and don’t allow the dogs to become overly rowdy in their play. It looks like fun, but can seep into aggression very quickly. If the dogs don’t slow themselves down occasionally during play, you need to do it for them by calling them to you and giving them a short 30-second break. Don’t allow play to go uninterrupted for more than two to three minutes at a time. 7. Introducing dogs Always introduce your dog one on one and go at the dog’s pace. Allow the sniffing to occur since it is a necessary part of the greeting ritual. Don’t force a dog to greet another dog if either dog is showing avoidance. When you show up at a playgroup, have the other dogs move away from the gate before you enter. If owners aren’t there to move their dogs away, just wait until the dogs get bored and go away THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 on their own. Then bring your dog in when things are more settled. Watch for any signs of stiffness or nervousness. 8. Supervision is the key, but you need to know what you are looking for Happy dogs have loose, curved bodies. They play with exaggerated, repetitive, lateral movements. Their bodies remain fluid and loose during play. They play taking turns (one dog pins another, then they switch roles). They also take periodic breaks. Nervous or tense dogs are still and rigid. They play with precise movements that are quick and tight. They don’t take turns (one dog always seems to pin the other and keep him pinned too long). Look for common signs of stress to see if any dog is becoming overwhelmed. 9. Recognizing stress signals Here are some common stress signals in dogs. If you dog starts to show com- binations of these at one time, he’s probably becoming overwhelmed. Lip licking is an easy-to-recognize signal that occurs when a dog flicks his tongue in and out of his mouth. Yawning is not usually a sign of contentment as much as it is a sign of nervousness. Half-moon eye is when you see the whites of the dog’s eye around the outer edge of the eye. If your dog is repeatedly clawing and/or jumping on you in a panic-stricken sort of way, he’s asking for help. Don’t make him “just deal with things”. You need to assess the environment to see why the dog is so frightened. 10. Be your dog’s advocate Don’t be afraid to remove your dog from a group if the play seems inappropriate. Ask questions and ensure those supervising the dogs have experience. Not all play is good for all dogs and it’s up to you to make sure your THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 dog is having a good time and learning good behaviors. For more information on keeping your dog safe, see the following resources: Off Leash Dog Play by Robin Bennett, CPDT and Susan Briggs, CKO at http://www.dreamdogproductions.com. d Robin Bennett is the co-owner of All About Dogs, the largest dog training company in Virginia. Since beginning her company in 1993 she has grown from a sole proprietorship to a Corporation that boasts fourteen instructors teaching private lessons as well as numerous group classes and behavior modification lessons for shy, fearful and aggressive dogs. She is a Colonel in the United States Marine Corps Reserve and is married with two children. Robin is an active member of the Pet Care Services Association and is Section Chair of the Daycare Committee. Pet Services Journal January/February 2010 11 DOG TRAINING literally amazed at the number of Do You Really Iam homes I go to with rowdy and unruly adolescent dogs and out-of-control pupwith one thing in common. Think a Leash pies—all Each of these dogs and puppies are off They are not attached to their owner Is Only For leash. in any way, shape or form. The fact is a or line on your dog “in the house” Walking Your leash is your best offensive tactic to gaining puppy or dog. Dog? controlCaseofinyourpoint: When I was on a dog By Jim Burwell forum recently reading about a bad jumping habit someone was seeking advice on for their dog, I was reminded of an encounter with a past client. To this day, I am still astounded at the phenomenon I witnessed. My first lesson was with their out-of-control rescue pup—a small 15 pounder as I remember, 18 months old who was certainly friendly. He spent the first ten to 15 minutes of the lesson hurling himself at me and his owners trying to get up on the sofa and onto our laps for his share of love and affection. But it didn’t stop there. He’d get up on our chests, lick our faces, and then do it over and over again. Initially, the owners thought it was “ He fussed and struggled for a while until he settled down with his Kong toy. When he tired of that, he fussed a little more and then finally settled down while we talked. Once he was quiet and relaxed for a while (about five to10 minutes), I asked him to sit and invited him up on the sofa to sit nicely next to me. I maintained control of him on the sofa with the leash. At the first attempt to crawl up and lick my face, I simply removed him from the sofa (not making a fuss) and settled him on the floor once again. On the third attempt to sit nicely by my side on the sofa, we had success. Some dogs may take longer. We got lucky. We also taught him to get off the sofa as well by sending him to his dog bed which was conveniently close by. It is much less confrontational that way. While some people may find using the leash inside the home with their dog a small inconvenience, the end result— good manners—is achieved much more quickly. And it allows you to send a very strong message when used every day: “I’m in charge. You have to listen to me now.” I talked to the clients about the value While some people may find using the leash inside the home with their dog a small inconvenience, the end result—good manners—is achieved much more quickly. And it allows you to send a very strong message when used every day: ‘I’m in charge. You have to ” listen to me now.’ Jim Burwell, Houston’s “Dog Whisperer,” has been training dogs for 25 years. He is founder of Jim Burwell’s Petiquette, an in-home dog training franchise. If you have a question or concern regarding dog training, contact him at (713) 7280610; Email: [email protected], [email protected]. Be sure to visit his Web site www.petiquettedog.com. 12 cute, but called me for training and behavior lessons once they realized that the dog was out of control. As we discussed their priority issues with their new pup (his current behavior being at the top of the list), I put a leash on their dog and put my foot on the leash close to his collar giving him some maneuvering room but preventing his jumping. I gave him a stuffed Kong toy and said, “Settle.” I then ignored the dog. Pet Services Journal January/February 2010 of combining this with three daily twominute sessions of “come”, “sit” and “down” to provide him with a sense of working for leadership rather than having to be responsible for it himself. Long walks allowed the owners to more constructively manage his energy rather than him using his destructive talents on their prized possessions back home. I hope this helps one of your clients so, pass it on. d THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 13 EDUCATION A Few T Green Tips he challenge before me is to write an article for the Pet Services Journal that includes education and “green”. Now the education aspect doesn’t bother me at all, but the “green” makes me a little nervous since I don’t have a lot of experience or knowledge in this area. As I thought about it, though, it came to me that there are probably many other facilities like ours that want to do more for the environment, but do not have large amounts of funds to allocate toward this endeavor. So I have decided to suggest a few little things you can do to start your “green” journey without breaking your pocket book. By Carla Morris, CKO Education Section Chair Recycling Ok, I know this can be a dirty word, but I am completely amazed at how easy it is and how much we saved when we recently started recycling. In our area (Nebraska), green dumpsters with frogs on them are commonly used at schools for recycling paper and cardboard products. Now the cool thing about this is that when we recycle our paper and cardboard in these dumpsters, the school receives monetary credit for the amount “ offers recycling to their employees. Now here’s the double bonus part of this—our employee’s husband picks up our plastic and tin cans and then drops them off at his recycling center at no cost to us. In return, our employee can use our dumpster for her trash. Not only do we get to recycle plastic and tin, the employee is able to save money by cancelling her trash service. I figure a bag or two of trash in our dumpster is a great trade off for the three or four bags of plastic and tin cans that end up there each week headed for the landfill. You, too, can easily ask your employees and clients if they have access to a recycling center. Wouldn’t a complimentary night’s stay each month at your business be worth a lower garbage bill and you being a step closer to being “green”? In addition, think of the “great word of mouth” when the person helping you tells their friends about what their fabulous boarding facility does to be more environmentally friendly. Turn Off the Lights How many times have you walked through your facility and asked yourself, Think of the “great word of mouth” when the person helping you tells their friends about what their fabulous boarding facility ” does to be more environmentally friendly. For questions or concerns regarding education, contact PCSA’s Education Section Chair: Carla Morris, CKO Email: [email protected] 14 that is collected. So it’s a double bonus— we can’t go wrong. We help reduce the amount of garbage that goes into the landfills while helping local schools financially. Check the schools and churches in your area to see if they have a similar program. It’s an easy way of going “green” at no cost to you. As for plastic and tin cans, one of our employee’s spouse works at a place that Pet Services Journal January/February 2010 “Do we really need all those lights on?” Or “Is it necessary to have the place lit up enough to land airplanes? A little common sense is all you need to help you travel that “green” road. Besides it will lower your electric bill as well as conserve energy. In the summer, we save on electricity by turning off the lights in the kennel. We have the advantage of natural lights— THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 not an excessive amount, but enough to keep our place from looking like a dungeon. The cool thing about this is it also makes an amazing difference in our cooling bills (no pun intended really!) by turning off those hot lights. Consider Your Thermostat In the winter, we save energy and reduce heating costs by lowering our thermostat. We found we could run our thermostat a few degrees cooler in the winter as well as a few degrees warmer in the summer and everyone still feels comfortable. It’s another simple step to helping the “green” journey to a better environment, and like the other suggestions save money. Who doesn’t like to save money! We have also installed programma- ble thermostats. Our local hardware store carries them and the instructions were easy to follow. It was a simple solution with big results. We program our thermostats to run more frequently during business hours and less often during the night when no one is at the facility. We save energy costs and control the environment. I hope I’ve given you a few ideas you can implement to make your facility a little more “green”. We at Pampered Paws didn’t realize how easy and cost effective it would be to take these few easy steps to do our part for the environment. As I mentioned, “green” is not a subject I know a lot about and I figured if I can do these things, other Pet Care Services Association members can too. So walk THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 around your facility and ask yourself, “What can I do to be a little more ‘green’ without shelling out a lot of ‘green’?” It’s easier than you think and you’ll feel good about helping the environment. We sure did! d Carla Morris is a second generation kennel owner and has been in the business 20 years. Education is a passion of hers and she firmly believes that the only way to excel is to be in a state of constant learning. Her dog boarding facility Pampered Paws has been a Pet Care Services Association Silver Accredited since 2001. Pet Services Journal January/February 2010 15 HOLISTIC AND GREEN Care Services Association has added Introducing Peta Holistic & Green section to its list of many valuable resources. I was honored to asked and am excited to serve as this The Holistic & besection’s first chair. In this capacity, my role is to facilitate the joining of people Green Section and information on holistic care and By Crista Meyer green practice options for use in a professional pet care environment. Why was this section formed? It is difficult to turn on the television these days without hearing of the damage inflicted on us personally, as well as the earth we live on, by the continual assault of chemicals surrounding us and in our foods. Many of us have begun incorporating more healthy choices in the foods we eat and the products we bring into our homes. We are incorporating time proven and more body friendly modalities such as improved nutrition, chiropractic treatments, massage therapy, acupuncture and essential oil therapy into our own daily lives and those of our pets. As we build and renovate our homes, we are choosing to use more green products such as less toxic insulation, solar energy and low or no VOC paints. Because of these choices in many of our personal lives, a survey was conducted in the spring of 2009 to gather input on “ conference schedule. The first Holistic & Green (H&G) section roundtable meeting was held at the Orlando PCSA conference in October 2009. Eighteen people attended the roundtable and many signed up to be on the H&G committee. Another person, who had been unable to attend the roundtable or any of the conference programs, made the trip just to seek out Kim Shotola (The Lightfoot Way) and then signed up to be on the committee. Many more people found me afterwards saying they wished they had been there but needed to attend other roundtables instead. Wow! Ideas and information flew at the roundtable as people discussed healthier foods, cleaning/disinfecting options, flea/tick products, methods of handling pet waste, holistic health modalities, more efficient facility design and much, much more. It was a dynamic and energizing meeting. All left feeling fired up about sharing what they had learned and used as well as learning more from others. Better meeting their customers’ needs by creating healthier environments and service options was a goal of all. After all, a healthier pet means a customer for longer period of time! …47.3 percent were interested in learning more about holistic pet care therapies and 43 percent were interested or currently ” using ‘green’ practices in their facility. Crista Meyer is co-owner of Urban Tails in Houston, Texas. Always interested in health and green living, she began serious study of holistic health approaches for animals while living in Angola, Africa with 7 animals to support. She has been a member of Pet Care Services Association since 1999. Crista can be reached at [email protected] or (713) 658-0900. 16 our membership’s interest in holistic and green issues. Of those responding, 47.3 percent were interested in learning more about holistic pet care therapies and 43 percent were interested or currently using “green” practices in their facility. A stunning 74.6 percent of survey responders indicated that they had used in their facility, or recommended to their customers, natural or raw food diets. Further, 54.7 percent responded that they would attend presentations if they were on a seminar or Pet Services Journal January/February 2010 So, watch for all kinds of innovative and exciting information to come out of the newly formed H&G section. All interested parties are welcome to assist as we get this off the ground. Please contact me if you would like to participate by writing articles, contributing to the Yahoo groups list, be a contact on a subject for which you are knowledgeable, etcetera. The more the merrier! You can email me via [email protected] or telephone 713-658-0900. d THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 17 Articles HUMAN RESOURCES STAFF REVIEWS BY VERONICA BOUTELLE the company and the individuals who comprise it forward. The good news is it doesn’t have to be like this. The staff review process can be a useful tool for everyone involved to help build a smooth-running business that is enjoyable to own and work for. taff performance reviews enjoy near-universal unpopularity—dreaded by employer and employee alike. For the employer, reviews feel like meaningless busywork, something you are expected to do but which never really seems productive or useful. Many employers are also uncomfortable having to assess people and deliver criticisms. For the employee, the process can be both punishing and embarrassing. Some employers avoid reviews altogether. In another common scenario, the responsible manager downloads a generic HR template online that contains only superficial review criteria like attitude and dress code, things that have little meaning and no direct relevance to the company in question. Or, to avoid conflict, the manager reviews the employee more favorably than what he or she really perceives. Either way, it means that when reviews happen they seldom have the impact they should, to move S 18 Pet Services Journal January/February 2010 REVIEWS THAT WORK First, tie staff reviews to job descriptions and any staff training you do so the items under review are directly relevant. Make the items specific. For example, rather than reviewing an item called Attitude, a concept too broad to be a useful starting point for a discussion, have an item called Willingness To Help Colleagues And Go Above and Beyond Where Needed. A detailed item like this gives you specific instances to refer to when assessing how an employee measures up. Second, make feedback meaningful. The format of review feedback is often an undefined scale, for example 1-10. Say we know 10 is “excellent” and 1 is “bad”. That still leaves us without a definition of what it takes to be a 10 or any shared understanding of the numbers in-between. One employee might be proud of receiving an 8; another might see it as a rebuke. Neither knows what the 8 is meant to convey. Instead of vague scales, use rubrics. A rubric is essentially a defined scale with each number or rung on the scale clearly spelled out. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 HOW TO USE RUBRICS Make the scale short. For example, use 0-4 rather than 1-10. This makes the rubrics easier to write and use plus leaves less room for haggling, misinterpretations, and so on. Be specific. People need to know exactly what you mean by a particular score and what is expected of them. When writing rubrics, it is often helpful to start by creating a generic example. Something along the lines of: 4 - Exhibits complete mastery. 3 - Highly competent with some additional room for learning. 2 - Basic skills and competencies in place. 1 - Does not meet basic requirements. Guided by this generic rubric, you are now ready to write rubrics for the individual employee’s points of review. Say a point of review is: “Recognizes tension on the daycare floor and acts proactively to defuse unsafe situations and avoid incidents”. That would translate into the following rubrics: 4 - Consistently reads overt and subtle body language and reacts early with appropriate measures to keep dogs out of conflict. 3 - Recognizes most body language and tensions and responds in time to defuse tensions and avoid conflicts in most cases. 2 - Able to read obvious body language signals and responds in time to avoid conflict in those cases. 1 - Does not recognize enough body language to proactively respond to avoid conflict or may recognize body language but does not respond proactively. Be prepared to share examples to back up your scores. Name specific incidents and observations. Say you give an employee a score of 2 on the above rubric because THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 19 Articles HUMAN RESOURCES you have seen this person miss subtle signs of resource guarding, making him or her unable to respond as quickly as is ideal. If at all possible, share specific incidents, like “The tiff between Fido and Spot over the pink tennis ball.” Be as positive with feedback as possible. Don’t focus exclusively on areas that need attention—give at least equal weight to things employees do well. And then be specific about areas for improvement, couching such suggestions in the context of the rubric. As in: “You are doing a great job noticing when chase and wrestle games are getting too heated and stepping in on those. What I’d like you to work on next to move from a 2 to a 3 is recognizing some of the more subtle signs dogs give each other when they feel possessive about a toy or another resource.” Follow up with a specific plan for accomplishing this improvement. For example, is there a staff training you would like the person to attend? Is there a DVD to watch or a book to read? Will you pair him or her up with a colleague who has these skills? 20 Pet Services Journal January/February 2010 SET GOALS ON DAY ONE Even the best employees cannot be expected to read minds. Don’t make it a mystery how to be the model employee; nobody should be left to guess. Give new employees the review points (in rubric form) the day you hire them, so they know exactly what is expected of them and what to strive for. GET EMPLOYEES INVOLVED Self-assessment can be a powerful tool, worth incorporating into your review process. The potential gains are: Getting employees involved in the review process helps them better understand what they are being evaluated on and what you are looking for. Employees who actively participate in the process are less likely to be taken aback by their scores, which means that conflict stemming from defensiveness and embarrassment is less likely. If the rubrics are clear and well thought through, an employee’s perspective on his or her job performance is less likely to be far off from yours. And if it is, you will have a clear sense of any areas in which perspective is out of whack or where expectations have not been clearly communicated before you go into the one-on-one review. Give the employee the review and ask him to complete and bring it to the next scheduled review appointment. At the review, go point by point, asking the employee to share his self-score and to explain why he has scored himself this way. If your score matches, give any additional thoughts or examples to reinforce his. If not, tell the employee what you agree with in his self-analysis and explain why you have scored him differently, again using examples and specific incidents wherever possible. Avoid any negotiation. Your score IS the score—unless you realize there is a compelling reason to do so, do not change your score. If the employee’s score was higher than what you gave him, give specific examples and direction for how the score can be raised to the one the employee gave himself. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 BE GOAL-ORIENTED In addition to going over the rubric review points, use your staff review appointment to set concrete goals for each employee between now and the next review. Keep the goals to a limited number—something in the region of two to four, depending on the complexity of goals and length of review period. Be sure to define what success will look like. How will you and your employee know if the goals were met? For example: A non-concrete goal: Improve your understanding of dogs. A concrete goal: Improve reading of canine body language, specifically recognizing signs of resource guarding. In this instance, success would be quantifiably fewer incidents/tiffs on the playground. Create an action plan with benchmarks and interim deadlines to make sure the work required to achieve the goals is not left to a mad dash right before the next review. Having progress meetings along the way re-ignites motivation for getting things done, shows support of employees and their development, and helps you catch early on if things are not moving along as hoped. The first time you institute this goal program, start with simpler goals on a “ shorter time frame. For example, if you carry out reviews twice a year, make the goals quarterly. This is another great place to get your employees involved. Have them fill out a goal sheet in which they suggest areas for their own improvement or professional development. Have some ideas of your own prepared and decide with your employees which goals they will pursue this quarter. Make sure at least one of them comes from their own list and is of strong interest to them. From here on, the review process is made up of evaluating goal success, revisiting your rubrics for the position in question, and setting the next quarter’s goals. EVERYONE WINS A review process that includes collaborative goal setting and employee involvement is much less aversive and uncomfortable for both parties. It creates a greater sense of responsibility for one’s own job performance. And it allows you to be an effective manager and leader, rather than merely The Boss. d Veronica Boutelle is the founder of dogTEC and author of How To Run a Dog Business: Putting Your Career Where Your Heart Is. To contact Veronica or to learn about how dogTEC’s services and products can help your business succeed visit www.dogtec.org. Even the best employees cannot be expected to read minds. Don’t make it a mystery how to be the model employee; nobody should ” be left to guess. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 21 ANIMAL H E A LT H Protecting Their Hearts, & Yours: Research Into Heart Disease Offers Hope By Patricia N. Olson, DVM, PhD President and CEO of Morris Animal Foundation “ …pets must rely on caregivers to act on ” warning signs… If you have specific health concerns, please e-mail me at [email protected], and I’ll try to address them in an upcoming column. 22 frequently touched by the actions of Inotamouronly donors—exceptional pet parents who provide the best care during their pets’ lives but also strive to ensure better health for future generations. One such donor, who recently sponsored a Morris Animal Foundation study, put her heartache over losing a pet into words with the following dedication: “In memory of Pixel: Your broken heart has broken my heart.” While many people recognize their own risks for cardiovascular disease, the No. 1 medical cause of human death in the United States, few know that 3.2 million dogs—like Pixel— suffer from it as well. Cats also suffer from heart disease. The statistics, collected by the American Veterinary Medical Association, represent special lives, dogs that lift our spirits and enrich our days, whether we are fortunate enough to live with them on a daily basis or they are frequent, welcome visitors at pet care and services facilities like yours. Researchers funded by Morris Animal Foundation (MAF) are hard at work to identify early warning signs of heart disease and stop it in its tracks. We recognize that funding research is only part of the overall battle though—getting it into the hands of those who can use it for the greater good is equally as important. And this is where we seek your help in disseminating information to pet owners. Unable to ask for our help, pets must rely on caregivers to act on warning signs, including coughing, trouble breathing and fainting, to catch heart disease before it causes irreparable damage and death. Regular veterinary visits are imperative for effective treatment; some cardiovascular disease does not show outward signs until the disease is terminal. For this reason, MAF funds veterinary scientists like Dr. N. Sydney Moise, whose study focuses on early detection. The work of Moise and others brings pet owners one step closer to better treatment and prevention of this multifaceted disease. Genetics are to blame for some canine Pet Services Journal January/February 2010 heart disease, but bacteria and heartworms contribute to a rising number of cases. At Cornell University, Moise studied the mechanisms of arrhythmogenic right ventricular cardiomyopathy (ARVC), a disease affecting boxers, English bulldogs and Labradors. With MAF funding, Moise and second-year veterinary student Eva Oxford, PhD, made exciting discoveries about structural abnormalities in boxers’ hearts. The abnormality, which appears as dark rods in the heart, may disrupt electrical impulses. In healthy canine hearts, millions of connected cells receive electrical impulses to shorten and relax the cells simultaneously. Moise and Oxford theorize that genetic defects in dogs break down the “glue” that binds cells together, causing arrhythmias and heart failure. Once researchers understand these abnormalities, they will be better equipped to discover ways to prevent and treat them. MAF funding not only shed light on ARVC genetic mutations, but the investment also inspired Oxford to pursue veterinary research as a career. When Oxford met Moise, the student was completing research into arrhythmias in people, so they decided to collaborate. “This MAF funding has resulted in a young person becoming so inspired that she changed her career to veterinary medicine,” Moise says. “Dr. Oxford is so driven to find answers for this disease. This research will yield benefits for decades to come.” To read more about Moise’s study, visit the MAF Web site: http://www.morrisanimalfoundation.org/resources/clinical-trials/. Also, please remember that the Foundation lists clinical trials, which pet owners can enroll in, online at http://www.morrisanimalfoundation.org/ resources/clinical-trials/. Our goal is to empower pet owners— and pet care services professionals—to take control of their pets’ health care. When that happens we all win, because pets live longer, healthier lives. d THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Articles M E M B E R P R O F I L E Stay N Play Pet Ranch, lnc. DRIPPING SPRINGS, TEXAS By John Ridge and Christy Stettler tay N Play Pet Ranch® is the result of Charlotte Biggs’ vision of building an “all natural” and “green” facility for pet care. Biggs, who has a Bachelor of Science degree, spent eighteen successful years in sales and marketing as well as management for the pharmaceutical industry. She spent 80 percent of her time traveling while her four dogs virtually lived at different boarding facilities. Often when Biggs picked up her dogs at these facilities, she’d say to herself, “I would love to do one of these (boarding facilities) my way.” She imagined a facility that would provide the type of care she wanted for her pets, one that provided the level of attention she expected, one that would return the right pets to the right owners, clean and well fed. Bigg’s friend Betty Gale shared her desire to create such a facility. They S 24 Pet Services Journal January/February 2010 decided to leave their corporate jobs, pool their resources and build a pet care facility that would keep pets safe, healthy and happy in an all natural environment. THE PROCESS Biggs and Gale worked with a full list of consultants to assist them in the necessary steps to build their dream pet care facility. A CPA (Certified Public Accountant) helped put their business plan together. An attorney, after verifying there was no conflict, registered the THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 STAY N PLAY PET RANCH, INC. name Stay N Play Pet Ranch and set up a business entity for them. An intellectual property attorney walked them through the Federally Registered Trademark process for their name and logo. The Small Business Development Center and the Small Business Administration assisted with the loan approval from an appropriate lender. Once the decision was made to build a pet care facility, Biggs and Gale joined Pet Care Services Association in 1996 to learn all they could about the industry, the facilities needed, and the operational activities involved in such a venture. “The members of PCSA were so willing to share information that it certainly made it a lot easier for us,” says Biggs. “The local meetings, the convention and most importantly networking with others in the industry provided a wealth of information at just the right time.” VITAL STATISTICS SERVICES Dog Boarding, Cat Boarding, Pet Supplies/Products, Training, Grooming, Day Boarding, Canine Massage and limited Canine Rehab Services NUMBER OF ENCLOSURES Sixty indoor-outdoor dog, twelve cat NUMBER OF EMPLOYEES Fifteen full-time, seven part-time RESERVATIONS/CANCELLATIONS Reservations for boarding, grooming and training are required in advance. Boarding reservations require 24-hour notice for cancellation. Holidays require a 14-day cancellation notice, deposits become non-refundable if this is not adhered to. ENTRANCE AND IMMUNIZATION POLICY Documented vaccinations or titer test results are required, including canine cough. The only exceptions are allowed with a letter from a veterinarian stating that vaccination is not in the pet’s best interest due to age or illness. FEEDING Feeding occurs twice a day. This provides two opportunities a day to assess the pet’s eating habits, as well as reduce the volume of food consumed by any potential bloat dog. CLEANING SUPPLIES L.O.C. (Liquid Organic Cleaner) for most surfaces, including equipment, Kuranda beds, crates, etc. Natural laundry soap, SA8, biodegradable, with no phosphates. Chlor-Air, Kennel+Plus for disinfecting dog runs, play yards, and equipment. FleaBusters for flea and tick prevention, and Nature’s Specialty natural shampoos and conditioners. RETAIL ITEMS All natural pet foods and treats, natural pet shampoos and conditioners. Collars and leashes, training support items. Limited dog beds and toys, cat treats and toys. Shoo!Tag natural pest control products and biodegradable poop bags. STAFF TRAINING Stay N Play participates in educational opportunities that arise through associations and local events. Staff is trained in the Pet Care Technician Level I program, and with the opportunity to move on to Level II. Pet Care Technicians go through an on-the-job training program with a 30-day and 90-day review process. Trainers and groomers are members of their respective associations. IF THEY KNEW THEN WHAT THEY KNOW NOW Biggs - There would be different sizes of dog runs to accommodate different sizes of dogs and groups of family dogs, rather than having all runs be the same size. Gale – Grooming turned out to be a secondary source of business; make sure you have the proper spaces available to accommodate the washing as well as the grooming. Charlotte Biggs and Betty Gale are the proud founders and owners of their “all natural” and “green” pet care facility. WEBSITE www.staynplaypetranch.com THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 25 Articles M E M B E R P R O F I L E Dogs play in excerise yards filled with cedar mulch. BUILDING GREEN ON A LEAN BUDGET With the help of Pet Care Services, Biggs and Gale found architect Todd Schrimpsher, a member of the American Institute of Architects, who was experienced in designing pet care facilities. Schrimpsher researched and designed their facility based on their desire to have it as green as possible. He also identified the builder and orchestrated all aspects of the physical construction of the facility. At that time, the green building movement was still on the fringe of the construction industry. Materials and processes were harder to find and more expensive than they are today. While Biggs and Gale had a long wish list of building characteristics, their budget required careful selection of which to include in the final design. Through the process of value engineering with the architect, they simplified the construction plan to make the facility financially feasible without resulting in an inferior product. They focused on keeping the features that were best addressed in the initial stages while holding off on others that would be better to add in the future. 26 Pet Services Journal January/February 2010 In November 1998, construction was completed and Stay N Play Pet Ranch opened its doors for business. The building was designed and built as “natural” and “green” as the budget would allow. Attention to wind patterns supplied the orientation of the building to maximize fresh air flow and reduce the need to use air conditioning. A rain water collection system and an aerobic septic system were built. Plenty of windows were used to allow as much natural light as possible into the building. High tech gutters were placed in the trench drains to ensure the smooth and total elimination of liquids down and out of the boarding buildings. These features made the Stay N Play Pet Ranch building as environmentally friendly as possible. THE FACILITY Today, the 6,800 square foot stone and cement board-ranch style building sits on nine beautiful hill country acres in Dripping Springs, a semi-rural community outside of Austin, Texas. Proximity to a fault line required that the building footers be placed deeper than normal in the ground THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Articles MEMBER PROFILE and the walls cross-strapped to meet earthquake standards. Nearly 1,600 square feet of roof surface area allows for the capture of rainfall that flows through six-inch downspouts to an underground piping system. The water then flows into three collection tanks placed behind the main building, each with a 10,000 gallon capacity. A pump house sits next to these tanks where the water is filtered through an ultra-violet light, a charcoal filter, and a fiber filter to produce some of the best tasting water possible. A bottled water company sales representative once visited the facility on a sales call and after making a comparison, found that he couldn’t beat the water quality at the facility. The main building contains a reception and retail area, two boarding buildings, a cattery, grooming salon, training office, a massage room and the operational areas of kitchen, bath, laundry room and mop room. Classical music is played throughout the building to reduce stress and provide a calming influence. The second floor is an eight-hundred square foot apartment which houses the night manager. Outside the building are eight exercise yards ranging in size from 200 to 400 square feet. Cedar mulch fills the play yards which serves as a natural insect repellent while providing a more natural surface for the dogs to play on. A 5,000 square foot training yard with lights is also available for training classes and activities. Several miles of walking trails are available for the “Nature Walkers” (a very popular position among Stay N Play’s employees) to take the dogs. From a leisurely stroll through flat shady woods to Rainwater collection tanks. 28 Pet Services Journal January/February 2010 The roof-over-roof design helps keep fresh air flowing through the boarding areas. challenging routes through the hills, dogs of all ages and energy levels can be exercised. Because of the mild Texas climate, the boarding areas contain inside/outside runs for the dogs. The building design features a roof-over-roof concept which not only promotes fresh air being pulled through the buildings but provides cover for the outside portion of the runs. The cattery is in a room separate from the dogs, with tworoom condos that can open up to allow cats from the same household to share the same space. Instead of a play yard, picture windows allow extra sunlight into the cattery. It also has televisions for the cats to watch. THE BUSINESS Biggs and Gale own and operate Stay N Play Pet Ranch, making all of the upper management decisions, while the day-to-day business is managed by Business and Operations Manager, Melody Hilburn, and Director of Kennel Operations Lynn Fruchey, DVM. Gales oversees much of the maintenance and physical facility needs, while Biggs oversees the daily operational and business aspects. Hilburn manages the front office, grooming, retail sales, as well as general business and marketing. Fruchey handles human resources, daily lodging operations, the Nature Walkers, the trainers and the massage therapist. Stay N Play Pet Ranch’s website is their key instrument for reaching the pet-owning public, with 90 percent of their advertising being internet based. Biggs and Gale are learning about social media outlets and recently established themselves on Facebook, Twitter, and Yelp. Their other marketing efforts include direct marketing to veterinarians in the community, along with advertising in and writing a column for a local monthly magazine. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 When Stay N Play Pet Ranch first opened, employee turnover was a problem. Over time, Biggs and Gale have gained experience in interviewing and identifying personalities that best fit their business. Once they find a good employee, they do what they can to keep them by providing positive feedback, training, and pay based on performance rather than tenure length. They also recognize performance achievements at special luncheons and offer employee discounts on products and services. Because of these practices, employee turnover is no longer a problem. Now, if an employee leaves, they do so because of personal life changes rather than workplace factors. THE PETS AND THE PEOPLE Stay N Play Pet Ranch’s policy is to provide undivided attention to the person in front of them at the moment, without rushing through the interaction. To ensure customers receive first-rate service, sufficient staff is scheduled in the front office to handle the projected transactions for each day such as answering phones and serving retail clients. New clients are given a tour of the facility. They are shown the runs, the back rooms, literally every inch of the facility—so they can see what kind of environment their pet will be spending time in. “You see everything at Stay N Play,” Gale says. “If you go to a place, and they don’t show you where your dog is going to be staying, that should be a red flag.” All food provided to the animals are human-grade containing no added chemicals, byproducts, or preservatives. Should it be the choice of the owner, food from home is allowed. Staff is also equipped to safely handle raw food for the many pets boarded at Stay N Play Pet Ranch that are on a raw food diet. Due to the large customer base of geriatric, diabetic, epileptic, and surgery recovering animals, community play is not offered. However, thanks to a high pet care technician to pet ratio, each pet receives individual attention to their needs, even when they are perfectly healthy. RUNNING A “GREEN” OPERATION Biggs and Gale are celebrating their eleventh year of service and have remained true to their all natural and “green” philosophy regarding the operation of their facility. They minimize as much as possible the use of chemicals. Instead, they use organic cleaning agents, natural shampoos and conditioners, non-phosphate and biodegradable laundry soaps, and feed natural human-grade dog and cat foods. Two front-loading washing machines are used for laundry, which require less water than top-loading machines. Natural and non-chemical pest control products are applied to the pets to prevent fleas and ticks. Ionizers are used throughout the facility to minimize the risk of airborne spread disease. Biodegradable bags are used throughout the facility and by our “nature walkers”. The Front Office Administrator takes “mom’s” instructions for her pappion over the phone. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 29 Articles MEMBER PROFILE PAWS Shelter and Humane Society of Hays County. In addition, Stay N Play provides training for dogs from PAWS so they become more eligible for adoption. Over the years, they have helped ten dogs find a home through their involvement. Stay N Play also donates training and boarding packages to local high school and church fundraising events. PLANS FOR THE FUTURE After nearly twelve years in business, Biggs and Gale continue to plan for expansion and improvement of Stay N Play Pet Ranch. In January, they will repaint the walls with a natural paint, something they wished they could have done when the facility was first built. Also in the planning process are Stay N Play gives back to their community by supporting the local animal shelter. the additions of a covered training pavilion and rehabilitation center, which would create an extra 2,000 Sterilized recycled paper pellet litter is used in the cattery and square feet for the facility. In addition, they plan to add for small animal bedding. All natural pet foods and supplies suites to their facility, rooms that will be almost like a hotel. are offered in their retail section. Their plans are subject to the ups and downs of the GIVING BACK The gift of sharing by the members of Pet Care Services Association inspired Biggs to give back to the Association. For the last nine years, she served on the Board of Directors, first as the Director of Region 8, then as the Vice Chief Governance Officer for the years 2008 and 2009. Of the things she’s accomplished, Biggs considers the establishment of Board Policy Governance a major step in the growth of Pet Care Services Association. This created a structure for the association to better meet the needs of the pet care industry as it rapidly expands and evolves. Biggs is also proud of the way the Board responded to the situation caused by Hurricane Katrina in 2005. Through Pet Care Services Association’s relationship with the American Kennel Club’s affiliate AKC Companion Animal Recovery (AKC CAR), an emergency relief fund was established where members could donate money. The donations assisted in the recovery of displaced animals and their transport to Pet Care Services Association member facilities, where they were boarded until their owners were found or until they could be adopted. Stay N Play Pet Ranch is also involved in the local com“Hudson” checks out Stay N Play’s selection of all natural pet foods and supplies offered in their retail section. munity. Bi-annual fundraisers are held at the facility for the 30 Pet Services Journal January/February 2010 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 economy, just like many other businesses. Biggs and Gale have found that with the way that markets change, it helps to conduct research instead of responding to knee-jerk reactions. “You can have all the best laid plans in the world,” Gale says, “but if the market and the economy don’t allow for it, they won’t do you any good. AT THE END OF THE DAY Making a difference in the life of pets and their owners is what Biggs and Gale enjoy the most about running a pet care facility. Their staff strives to provide the best possible experience for owners needing a place for their pets to stay, be groomed, or be trained. Gale notes that the pet care business can be stressful at times. Unless reliable staff can be found, most of the work has to be done by the owner, twenty-four hours a day, seven days a week. “Every now and again,” she says, “you have to take a step back and take a good look around to help stay alert to what needs to be done. Non-stop immersion in minutiae can stymie creativity and cause burnout.” Biggs has learned to handle stress and long hours by spending time with the pets staying at the facility. “They always brighten my day and my mood if I’m in an overwhelming situation,” says Biggs fondly. “I’m getting as much as I’m giving and it clears my head.” Biggs remains focused on why she started her business, and encourages others to do the same. “Never forget that we’re working with living, breathing, loving creatures and it is all about them when it comes to their needs and their owners’—our clients—needs, recommends Biggs. “With this at the front of our minds, we can make more successful business decisions.” d THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 31 Articles FACILITIES WHAT DOES IT MEAN… BEING GREEN? BY AL LOCKER reen is a term coined for being earth-friendly. Although it has been around for awhile, it really became popular in the early 1970s. In 1994, the United Nations described green as “sustainability” or “meeting the needs of the present without sacrificing the needs of our future”. Most of us want to be good stewards of the gifts given us and to preserve those gifts for future generations. Now that’s green to me! G ABOUT LEED Around 1993, the U.S. Green Building Council (www.usgbc.org) was formed to focus on a universal system which defines and measures green building standards. The committee developed the first LEED (Leadership in Energy and Environmental Design) Green Building Rating System, which continues to be updated and now includes building operations, maintenance issues, specific ratings for different industries, and even remodeling projects. Design experts recognized for their knowledge of the LEED rating sys- 34 Pet Services Journal January/February 2010 tem are permitted to use the LEED Accredited Professional (AP) acronym after their name, indicating they have passed the accreditation exam given by the Green Building Certification Institute (a thirdparty organization that provides accreditation for the USGBC). Now even builders and realtors have their own Green Certifications. LEED assigns “points” based on the potential impacts and human benefits of each credit based on a set of impact categories. The intent is to promote healthful, durable, sustainable, affordable and environmentallysound practices in building design, construction and operation. Seven major topics are addressed by LEED: • Sustainable Sites • Water Efficiency • Energy and Atmosphere • Materials and Resources • Indoor Environmental Quality • Innovation in Design • Regional Priority To be LEED certified, a project must earn a minimum of 40 to 49 points. Higher designations of Silver, Gold and Platinum can also be achieved. EXAMPLES OF BEING GREEN When building or remodeling, the key is to use materials that are rapidly renewable, recyclable, and have recycled content. The facility should be built using the least amount of non-renewable natural resources as possible. Here are a few green things to consider: FOUNDATION Use forms made of plywood. Plywood is more sustainable, uses lesser parts of the tree saving THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Articles FACILITIES PROS AND CONS OF LEED CERTIFICATION It is quantifiable and measurable. It is a broadly-accepted standard, providing agreed-upon measurements, which means there’s substance behind the claims. There is a third-party certification process, further ensuring substance behind the claims. It provides very specific direction (and parity) for people and companies desiring to decrease their buildings’ impact, essentially making green building accessible to a much broader audience than would otherwise be the case. It’s incredibly detailed and time-consuming, and therefore expensive. Contractor/owner is required to maintain spreadsheets in various categories itemizing costs of materials in specific building systems. The subcontractors will need to provide some of that information, as well as other information such as how far certain products traveled from the manufacturer to the jobsite for the Regional Material Credit. Another part of the compliance process can involve contacting the manufacturer or their suppliers in order to obtain information such as where the raw materials were harvested, how much recycled material was used in the process and the content of any cleaners and polishes required to maintain the product. In all, the general contractor may be responsible for up to 30 submittals. This can add a lot of extra expense for that type of research and record keeping. the best part for other more valuable uses. This reduces the impact on our forests. Add fly-ash to the concrete. Fly ash reduces the amount of cement required and uses a trash by-product of manufacturing. FRAMING AND SIDING Use advanced wood framing techniques such as no headers in non-structural walls and building wall corners with two studs. (Be careful here, as most building departments haven’t advanced this far with their codes.) Use finger joint lumber or steel studs. Recycle construction debris. Use fiber cement, metal or masonry siding. Avoid using vinyl and wood siding. Avoid using wood composite siding that is held together using a formaldehyde-type adhesive that emits gas for years. ROOFING Use longer-life shingles with some recycled content. Use metal, concrete or tile roofing. Use light colored roofing material to reflect the summer sun. Avoid asphalt-based roofing on flat roofs. WINDOWS AND SKYLIGHTS Select an insulated window frame and insulated “low e-glass”. 36 Pet Services Journal January/February 2010 Special green products may not be readily available, may be more expensive and may have long delivery times, which could delay construction, adding to the cost of the project. Not all points are created equally, although they are often measured equally. For example, the presence of bicycle storage and changing rooms earn a similar number of LEED certification credits as the installation of solar panels do. While both are important, they do not necessarily equal the same decrease in environmental impact or upfront and operational costs. There are many junctures during construction where companies incur added cost, time, certification fees, etc. The green result could theoretically be achieved without certification. So what’s really important—green or certification? A project can receive LEED certification even if it is located in environmentally inappropriate areas, such as a sensitive watershed, wetland, forest, or prime farmland. This is green “sprawl”. Some processes, materials, and approaches now go beyond the current LEED certification categories. Therefore, marketing LEED as “the answer” may be limiting companies’ efforts to make further strides in the area of sustainable building. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Carefully install windows and doors to prevent air leaks. Provide large eaves or awnings over the windows to shade from direct sunlight. Use new solar tube skylights. This provides natural light which results in improved employee health and greater productivity. It also reduces the lighting requirements during the day and therefore, energy consumption. PLUMBING Use a high-efficiency water heater or an on-demand tankless heater. Insulate the water heater and pipes. Use high efficiency and/or dual control flush toilets. Use low-flow faucets. Pre-plumb for future grey water systems. Years ago, most soaps and chemicals were not biodegradable. Today, it is hard to find any products that are not biodegradable, so we are back to rethinking the collection of grey water from the shower and sink. Some areas already have two sewer lines— one for grey water to reuse for irrigation and one for black water that goes to the sewage treatment plant. Use cleaning and bathing systems that require less water. HVAC Size your HVAC systems properly. Use high efficiency units. Properly insulate and seal all ductwork; check it using an infrared inspection. Use a heat recovery ventilation system. Use programmable thermostats. Try new affordable geothermal heating and cooling. ELECTRICAL Use compact, T-5 fluorescents and LED lights, instead of incandescent light bulbs. Lights produce heat, and these lights not only use less energy to produce the same amount of light, but also reduce the heat load for the HVAC system thus reducing energy consumption. Use motion sensor switches to automatically turn lights off when the room is not occupied. Use energy-efficient appliances. INSULATION Get an infrared energy audit to make sure you have the proper insulation. Use the highest recommended amount of insulation for your area when you build or when you replace existing insulation. Seal all wall penetrations such as around light switches and pipes. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 37 Articles FACILITIES INTERIOR FINISHES Use paints, adhesives and caulks that have low or no VOCs (volatile organic compounds). Use natural flooring or one with recycled content such as recycled rubber for the day care floor and seamless epoxy for the kennel area floors. LANDSCAPING Preserve existing mature trees. Plant deciduous trees on the south side. Plant coniferous on the north side. Use organic mulch. Plant native grasses and plants. Use drip irrigation. Install a rainwater collection system (see below). Use a permeable paving system for parking. This will allow rainwater to stay on site and lessen the burden on the storm water system. While under construction, control erosion and storm water pollution. Compost grass clippings and plants. RAINWATER HARVESTING Collect rain water. More attention is now being paid to the capture and use of rainwater. Because of the world’s growth and development, our fresh water sup- 38 Pet Services Journal January/February 2010 ply is being depleted and fast becoming the next scarce resource. Eighty-two percent of water in the United States is used for irrigation. If we can reduce the amount of ground water used for that purpose, it will go a long way to solving the problem of our coming water shortage. Several kinds and sizes of collection tanks and systems are readily available even for retro-fit situations (see www.johndeeregreentech.com). Charlotte Biggs of Stay N Play Pet Ranch in Dripping Springs, Texas has been collecting water for years and uses it for all her needs. Once collected it goes through a simple filter system for particulates; any bacteria is destroyed by an ultra violet light process. Don’t these all seem like common sense things our mom’s told us for example, THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 39 Articles FACILITIES “Turn out the light when you leave the room unless you want to pay the light bill!” and “Shut the door—were you raised in a barn?” BEING GREEN IN YOUR FACILITY Your general operations and maintenance can be “greened up” by: • Use recyclable products or products that have recycled products in them. Use an onsite storm water management program. • Be sure to use biodegradable cleaning products. • Set and use programmable thermostats. • Use recycled paper products. • Implement a recycling program. • Replace old equipment with high efficiency equipment. • Use water saving techniques and cleaning protocols. • Fix leaking faucets and running toilets. GREENWASHING The 10th edition of the Concise Oxford English Dictionary defines green wash as “disinformation disseminated by an organization so as to present an environmentally responsible public image”. It is similar to the “reduced fat, lite, and low sodium” food advertisements trying to promote their healthy products! Investigation is required to determine if the green product has a net green effect, when considering its manufacture, life, and operation. One example is the new hydrogen-powered car that produces water when it burns the hydrogen fuel. The problem lies with making the hydrogen fuel, which takes fossel fuel for that process. You might as well go ahead and burn the natural gas, which is a very clean-burning fuel that emits CO2 and water when burned. When considering new green products, research is needed to make sure the cure is not worse than the illness. THE FUTURE In closing, we should be committed to constructing and operating more sustainable projects, preserving our natural resources, and providing healthy spaces for our employees and our customers. However, I’m not going green just to say that I did it. GREEN PRODUCTS now on the market include: Light sensors that will adjust the lights during daylight hours to account for the natural daylight, reducing energy usage. New countertops with 75 percent recycled glass and stone scrap. They are nonporous, require no sealers and are stain and scratch resistant. 20 SEER air conditioner compressors that are 40 percent higher efficiency than the normal 13 SEER used today. New Styrofoam insulation that provides a high insulation value and is made of 80 percent recycled content. Smaller wind-powered generators for individual roof-top use. Photoelectric panels that are roof mounted. 40 Pet Services Journal January/February 2010 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 For me, green decisions also need to make economic sense. For example, installing a 20 SEER A/C unit that is triple the cost of a 16 SEER unit, when the energy savings won’t equal the difference in cost before the unit wears out does not make sense. Unfortunately, there are many examples of this, and it will be up to you to weigh the value of each selection. As time goes on and we become aware of actions affecting our environment, Americans will continue to do a good job of correcting and improving our actions to keep us green. d ADDITIONAL RESOURCES: Green Building and Remodeling for Dummies, by Eric Corey Freed Green Building A—Z, by Jerry Yudelson Dogs Gone Green, by Grant Garl, article on www.northbaybiz.com Our Green Building, by Grant Garl, on his website, www.FitnFury.com Charlottte Biggs, Stay ‘n’ Play Pet Ranch—[email protected] Al Locker is President of Turnkey, Inc, a third generation, family owned, design/construction company. Turnkey provides all types of commercial design and construction including vet clinics, pet resorts, and even zoo exhibits. Al and his wife Suzanne also own ABC Pet Resort, a Pet Care Services Association Gold accredited boarding facility. Suzanne is a Certified Kennel Operator, has served as a regional director as well as our association’s president. Both Al and Suzanne have served as co-chairs of the Accreditation Committee. Al also conducts seminars for the Intro to Pet Care Services educational course about Site Selection, Business Planning, and Design/Construction. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 41 Articles C O M M U N I T Y I N V O LV E M E N T HOW PET CARE FACILITIES CAN HELP LOCAL ANIMAL SHELTERS BY JOY LEE ith the downturn in the economy, many non-profits have seen a W sharp drop in donations and are struggling. For animal shelters, the economic crisis has also resulted in more pets being abandoned at their facilities as families loose homes and jobs. Many shelters are facing critical shortages in funding and supplies, while the number of animals in their care has increased. Local pet care facilities can help provide needed support for those who care for homeless pets. Following are several suggestions and ideas that a pet care facility can do to help shelters. In return, these shelters will probably refer new clients to you for future services. It is difficult to work with a large number of shelters or rescue groups, so if possible, develop a primary (formal or informal) partnership with one local animal organization. Get to know the people and find several shelter 42 Pet Services Journal January/February 2010 staff contacts to make the relationship flow more smoothly. Sit down with them to ask what their specific needs are and brainstorm a couple of programs that may work well for both organizations. If your facility offers training, one idea might be to set aside several enclosures and training time for one or two dogs from the shelter that may have been there a long time, may need a break from the shelter environment, or may need some work on manners before they are able to find a home. Take these dogs into your facility and provide some exercise and obedience training to make them more adoptable. If the shelter has a website, ask that they be featured on the website with information about where they are being trained and what they are working on. Offer ongoing support with any behavior problems once the pet gets adopted and you will probably find that these new pet parents will use your facility for other services as well. If you have the space, offer to foster dogs through lengthy medical treatments, such as heartworm injections. Dogs going through heartworm treatment need a quiet and calm environment to help their overall recovery, and if you have the right facility to do this, you may help save a life. Grooming services are also helpful. Offer to groom dogs on a weekly or monthly basis, either at the shelter’s facility (if they have the equipment and space) or at your own. It is amazing how much more adoptable a poodle or cocker spaniel is with a good bath and haircut – especially if they are among the hundreds of strays that have been on the streets for a while. Provide a “free first groom” coupon or a “notes from the groomer” card THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 “ …events and similar ideas where the proceeds benefit the shelter can strengthen relationships with your clients and help ” homeless animals. with information about that particular dog to the family when they adopt one of your groomed dogs and you may pick up a new client. Organize fun events for your clients that also serve as fundraisers for your shelter. Dog walks, Halloween costume contests, pictures with Santa, wine tasting or “yappy hour” events and similar ideas where the proceeds benefit the shelter can strengthen relationships with your clients and help homeless animals. You can also collect supplies such as food, towels, toys, kitty litter, newspapers, etc, and then transport them to the shelter. Rather than throw out or return damaged merchandise, donate them to the shelter. Of course, any homeless pets that you take in at your facility should be fully vaccinated, spayed or neutered if possible, past any risk of contagious illness such as canine cough that can spread through your boarding population and generally healthy. If you follow these simple guidelines and develop a successful relationship, you can help shelter animals, develop goodwill in your community and probably generate new clients as a result. Joy Lee is co-owner and general manager of Rover Oaks Pet Resort in Katy, Texas. She is passionate about animal rescue and authored the book, “Rover’s Rescues… True Stories of Shelter Dogs and Second Chances”. A portion of each book sale is donated to Citizens for Animal Protection in Houston. Visit her website, http://www.joyleebooks.com/ for more information. d THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 43 CLIP© Many members have told us they would like to see articles on topics common to the pet care industry that they can use as reference materials for their clients. This column is meant to be clipped out of the magazine, copied, and kept for later distribution to clients who may have questions on the topic. Feel free to customize it with your business logo or stamp. ! DOG COLLARS BY AUDREY PAVIA You won’t find a shortage of dog collars in the marketplace these days. A variety of types and styles abound. Here is a breakdown of the most commonly seen collars and their pros and cons. FLAT COLLARS OR BUCKLE COLLARS These collars are made from nylon or leather, and buckle or snap closed. They are good for dogs that know how to walk on a leash without pulling. They are ineffective at restraining untrained dogs. LIMITED SLIP COLLARS Limited slip collars are designed to prevent the dog from choking when it pulls on the leash and from slipping its collar. The collar slides over the dog’s head and becomes snug when pressure is applied to the leash. It doesn’t tighten completely; however, which helps prevent choking. CHOKE CHAINS Choke chains are collars made from links of chain that tighten when pressure is exerted by the leash. They are good for training purposes, but are too harsh for every day use. PRONG COLLARS These metal collars feature dull prongs that point inwards when worn around the dog’s neck. When tension is applied to the leash, the prongs put pressure around the dog’s throat. Prong collars are considered training tools and should only be used for teaching dogs not to pull. HALTI HEADCOLLAR Similar to a halter worn by a horse, the Halti Headcollar fits around the dog’s neck and over the muzzle. The leash attaches underneath the dog’s jaw. The Halti prevents dogs from pulling and gives the handler good control of the dog’s head. Some dogs don’t like the strap that fits around the muzzle and will paw at it. GENTLE LEADER HEADCOLLAR The Gentle Leader is a nylon halter that fits around the dog’s neck and over the base of the muzzle. The leash attaches underneath the dog’s jaw. The device works by making it difficult for dogs to pull. It also enables the handler to maneuver the dog’s head for better control. Very strong and unruly dogs can still pull a weak handler when wearing the Gentle Leader. ANTI-PULL HARNESS Anti-pull harnesses usually feature a single or double ring that attaches to the leash between the dog’s shoulder blades. They work by putting pressure on the dog’s chest when the dog pulls. These harnesses work well on smaller dogs, but may not be suitable for bigger, stronger dogs with weaker handlers. REGULAR HARNESS Standard harnesses fit around the dog’s torso, with the leash attached to a ring between the dog’s shoulder blades. These types of harnesses are good for dogs that need gentle restraint because they are small, sensitive or well trained. They are not suitable for dogs that have a tendency to pull while on a leash. Audrey Pavia is a freelance writer specializing in animal subjects. She has authored 22 books and dozens of articles about animals, including rabbits. Audrey lives in Norco, California, with her husband and a menagerie of pets. 44 Pet Services Journal January/February 2010 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 45 Lifetime Members As of October 1, 2009 THANK YOU FOR YOUR LIFE-LONG COMMITMENT TO PROVIDING QUALITY PET CARE Active Lifetime members Big Valley Pet Resort Delmyra Kennels, Inc. A Dog’s Eye View Michael H. Cable, DVM Poulsbo, WA Ruth Gordon, CKO Exeter, RI Billi Bonze Bathhouse & Bone Boutique Denise’s Animal House, LLC Nana Will Boulder, CO ABC Pet Resort & Spa Suzanne Locker, CKO Houston, TX 46 Bill Mason Dallas, TX Denise Meinhardt Lebanon, OH DogBoy’s, Inc Halliday’s Pet Resort & Day Care Charles H. Halliday Canton, MI Halo House Animal Resort Denise Rappaport Franklinville, NJ Alaska Canine Services BlackNose, LLC / Dude Ranch Pet Resort David Gillespie Anchorage, AK Edmond Blausten Glen Allen, VA All Dogs Gym Camp Ruff-N-More Myrian Bergeron Manchester, NH Cory Gulson Johnson City, TN Animal Care Unlimited Chamberlain’s Retrievers Janice Breaux Lacombe, LA Beth Chamberlain Blairs, VA Animal House Pet Hotel Chase’s Corner Kennel LLC Sharon Hughes Versailles, KY Tina Chase Comstock Park, MI The Animal Keeper Cherokee Kennels Brenda Costello Encinitas, CA Pat Urben, CKO Oregon, WI Sean Queenan San Francisco, CA The Animal Tender Pet Resort Country Club Pet Resort Foxmoor Kennel Ltd K9 Country Club & Training Academy Leslie Lynne Jacobson St. George, UT Wendy Brooks Rocky View, AB Canada Susan Boyd Tomball, TX Catherine Laria Bulverde, TX Auberge des 4 Pattes Cozy Canine Camp The Grateful Dog, LLC Karla’s Rendezvous for Pets Josette Brideau Wendake, QC Canada Laura Thistle Crownsville, MD Heather Hathaway Brighton, CO Karla Schwarz Madison, NH Bayside Bed & Biscuit Creekside Kennel Green Acres Kennel Shop Kenl Inn, Inc. Trisha Murphy, CKO Kemah, TX Fred LeBlanc Spring, TX Don Hanson Bangor, ME K.Q. Allen Lincoln, NE Pet Services Journal January/February 2010 Courtney Emken Austin, TX Easdale: The Best Pet Care Nancy Secrist Akron, OH Ebb Tide Kennels and Stables Joan Greenwald Holley, NY Everything Under One Woof, LLC Sharon West Wentzville, MO Fog City Dogs Hill Country Pet Ranch Elizabeth Turner Boerne, TX Holiday Barn Pet Resorts-West P. Emerson Hughes Glen Allen, VA Hyer Luv Kennel and Groomers Fred Hyer Rockford, MI J.M. K-9 Training Jeni Lynn Mather Brockton, MA K-9 Bed ‘n Breakfast, LLC Sharon M. West Dardenne Prairie, MO THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Kennelworth Kennels The Pet Brigade Valley Vet Hosp/Inn For Pets Fon & Audrie Johnson, CKOs Zach Karr Glenview, IL Regis Jackson Ft. Lewis, WA Ted Diamond, DVM Hadley, MA San Diego, CA Mariah-Belle Manor Kennel Pet Nanny’s Place Warrior Run Petcare Center Rachann Mayer Mt. Airy, MD Laura Else, CKO Juneau, AK Yvonne Arnold, CKO Watsontown, PA Maryland Shore’s Pet Resort The Pet Palace Theresa Stevens Vienna, MD Darrell Bivens Houston, TX Westlake Animal Inn Pet Resort Pet Galaxy, Inc. Mentor TLC Pet Lodge Pet Ponderosa Resorts & Spas George Zivich Mentor, OH Regis Jackson Graham, WA Molly’s Country Kennels, Inc Pet Tailor Bob Payne, CKO Lansdale, PA Kathy Nolan Castleton, VA Morris Animal Inn, Inc. Pine Ridge Pet Centre Ltd. Walter Morris, CKO Morristown, NJ Paul Pobega Coldwater, ON Canada The Palms Pet Resort & Spa Royvon Dog Training School John McGhee San Antonio, TX Darren James Esher, UK United Kingdom Pals For Pups Stay N Play Pet Ranch, Inc Patti Howerton Roselle, IL Charlotte A. Biggs, CKO Dripping Springs, TX Paws ‘N Play Stone Valley Pet Lodge Vicky Warren White Plains, MD Jackie Petsu Petersburg, PA Peninsula Pet Lodge Inc Top Dog, Ltd San Antonio, TX Joie Chandler Olalla, WA Bill Lee Greenville, SC Michelle Erickson Lazy K Ranch Byron Hassell Tarpon Springs, FL Lynn Haegeland Frank Haegeland Martinez, CA Woodlawn Kennel Brock Benson Alexandria, VA Caroline Roden, CKO Surprise, AZ Auxilary Lifetime Members The K9 Nanny LLC Tianta Nelson Great Falls, MT Monique Weber Urban Tails, L.L.C. Elizabeth Chaney Lothian, MD Susan R. Briggs, CKO Houston, TX Stan Slaton Daniel Slaton Westlake Village, CA Indian Harbour, NS Canada Marilyn Dusek, CKO Joe & Sue Introne CKO THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Dottie Eberhardt 8T Dan GoldKamp St. Louis, MO Pfizer Animal Health Harry & Barb Corbin Panama City, FL Barbara Pest St. Marys, ON Canada Nestle Purina PetCare APO, AE USA Hardy, TX Perfect Pet Resort Three Dog Night Manitoulin Associate Lifetime Members Barkley Pet Hotel & Day Spa ® Jim Krack, CKO Donna Krack Peyton, CO Mary Finke Exton, PA Attention All Members Please remember to update your Web sites, brochures, business cards and yellow pages ads with the new Pet Care Services Association logo. You will find the new logos at www.petcareservices.org in the Members’ Only section under Member Downloads. Please call 877-570-7788 x 124 if you have questions. Pet Services Journal January/February 2010 47 Calendar P E T S E RV I C E S R All Dates and Locations are subject to change. February 14, 2010 EVENTS FOR 2010 April 29-30, 2010 A Western Veterinary Conference Pet Care Services Association N D Las Vegas, Nevada For additional information, visit www.wvc.org. Regional Meeting March 14-17, 2010 Colorado Springs, Colorado Pet Care Services Association E Intro to Pet Care Services L Denver, Colorado April 23, 2010 September 27-29, 2010 Pet Care Services Association Intro to Pet Care Services A HH Backer Baltimore, Maryland Chicago, Illinois C For additional information, visit www.HHBacker.com. September 28-30, 2010 April 21-22, 2010 Pet Care Services Association Pet Care Services Association Annual Convention and Expo Regional Meeting www.kenneldeck.com Baltimore, Maryland Chicago, Illinois To List Your Event: Send your submissions at least two months in advance to: [email protected]. To learn more about Pet Care Services Association events, visit www.petcareservices.org. 48 Pet Services Journal January/February 2010 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Welcome New Members! New Members October-November 2009 THANK YOU FOR JOINING OUR FAMILY OF MEMBERS Aberdeen Acres Pet Care Center Camp Bow Wow-Naples Fido’s Playground Posh Pets Salon & Boutique Stephenson, VA Russ Ebersole Naples, FL Dominic Tiziano Isel Tiziano Barcelona, Catalunya Susie Hunt McAllen, TX Iris Gabbert Jim Merryman Camp Bow Wow-Rockland Hingham, MA Robin Fox Above & Beyond Pet Care Hospital Lubbock, TX Lori Anderson Kathleen McMurray AnnaBelle’s Pet Station Lansing, MI Ann Andrews Robin Hiar Nanuet, NY David Oberman Kathy Fiume, Owner Camp Bow Wow-SW Dallas Fox & Hounds Pet Care, Inc. Precious Pets Resort Lecanto, FL Charlene Strong Groomers Connection Academy SDN BHD PUP North Pet Lodge Duncanville, TX Stacey Copeland Taman Tun Dr. Ismail, Kuala Lumpur Ryan Leong Pinny Law Eveleth, MN Nanci Jorgenson David Jorgenson Brooklyn, NY Jason Orloff Matt Soto Central Bark Doggy Day Care Valerie Hanby Austin, TX Red Rock Pet Resort Oswego, IL Judith Haft Barkers Pet Resort Claremont High School Ft. Lauderdale, FL Sharona Broder Shai Morali Victoria, BC Anne Light Indian River, MI Brad Dirkse Heidi Dirkse Beds-N-Bones Pet Lodge Woodland Hills, CA Bark & Play Leon Cohen Indian River Pet Resort St. George, UT Marilyn Mason Jim Mason Joann and Terry Schultheiss Maricopa, AZ Denise Kaczmarik and Cindy Williams Stay. A Pet Resort Lawrenceville, G Columbus, GA Tom Schmidt Kenney, TX Macon Pets Resort & Spa Sully’s Stay and Play Cozy Paws Pet Lodge Macon, GA Lori Wright Bluebonnet Bunk’n Biscuit Tomball, TX Susan Edgar Dawn McDaniel Albany, WA Ryan Sullivan Tony Sullivan Selma, TX Phillip Vaughan Creature Corner Gahanna, OH Total Pet Care Nauset Kennels, Inc. Inglewood, CA Noriko Kobayashi Batavia, NY Russ Marchese Jr. Diane Marchese Elizabeth Bell Clearwater, FL Karen Bolinger-Zyetz & Chuck Zyetz Austin, TX Valerie Border Elizabethtown, KY Calista Boarding Facility & Tres Patas Pet Shop Las Cruces, NM Tracy Hadley Camp Bow Wow-Agoura Hills Cindy Cox Pomona, NY Pamela Mainardi Ariana DeSimone Catherine Crews Chicago, IL Cypress Falls Pet Resort Cypress, TX Joan Kennedy Diane Cox Doginhaus Agoura Hills, CA Paul Berkovitz Park City, UT Sheri Arsenault Camp Bow Wow-Broomfield Dogtopia of Munster Broomfield, CO Jan Stokes Jessica West Munster, IN Nick Autry, Operations Manager Camp Bow Wow-Cherry Hill Sante Fe, NM Cherry Hill, NJ Michelle Bryson-Rivers Heidi Duffy Courtney Eaves-Carter Claire Ellington Milwaukee, WI Eastham, MA Kirsten Davis Noell Smith Urban Doghouse Niclasse-Cerf Midland Park, NJ Carole Cerf Dean Cerf Mary Peters Houston, TX PetSmart PetsHotel-#1934 Collegeville, PA PetsHotel Manager PetSmart PetsHotel-#1987 Virginia Beach, VA PetsHotel Manager Place For Pets - All About Love Port Orange, FL Crystal L’Amie Carl Chapman THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Hamilton, IN Annie Zoll Laura Seifert Weona Pet Resort Great Falls, MT Sandra Larson Wescott Acres Luxury Pet Resort Columbia, SC Laura Mitchell Skip Mitchell What A Good Dog! Inc. Villanova, PA Mary Remer Carolyn Garson Jeff Wood Richmond, BC Pet Services Journal January/February 2010 49 Congratulations! PCSA Education Program Graduates October-November 2009 LEVEL 1: Certified Pet Care Technicians Nancy Thompson Steven Bousa Courtney Emken Sharod Hopkins Bernardsville Country Knls Bernardsville, NJ Alamo Heights Kennel Club & Salon San Antonio, TX DogBoy’s Dog Ranch Austin, TX NEADS Princeton, MA Sara Jensen Jamie Harris Garrett Hester Jimmy Rightnour Rover Oaks Pet Resort-Houston Houston, TX Perfect Pet Resort Lothian, MD Gregory Quijano Julie Brooks Elaine’s Pet Resorts-Madera Madera, CA Perfect Pet Resort Lothian, MD Dawn Mihall Christina Maselli Elaine’s Pet Resorts-Madera Madera, CA Onion Creek Kennels Buda, TX Valerie Bristow Maci Brianna Robles Creekside Kennel Johns Island, SC Onion Creek Kennels Buda, TX Jennifer Reeves Jessica Padilla Lake Land College Dwight, IL Onion Creek Kennels Buda, TX Kiamesha Allen Michelle Farris Lake Land College Dwight, IL Camp Critter Country, Inc. Grand Junction, MI Lynnette S. Gherna Amanda Phillips Lake Land College Dwight, IL Camp Critter Country, Inc. Grand Junction, MI Cherizar Brown Josh Morrow Lake Land College Dwight, IL St. Francis Service Dogs Roanoke, VA Marites Lichtenberger Benjamin Elliot Lake Land College Dwight, IL St. Francis Service Dogs Roanoke, VA Breton’s School For Dogs & Cats Danville, CA Alamo Heights Kennel Club & Salon San Antonio, TX Rebecka Hendershot James Chase Fielding, III Kingsmark Kennels Flagstaff, AZ Katrina Mudd Kingsmark Kennels Flagstaff, AZ Jennifer Schultz Kingsmark Kennels Flagstaff, AZ Pet Dominion Rockville, MD Rachel Gerrish Country Lane Pet Resort Moscow, OH April Corris Simmons Veterinary Clinic Lake Worth, FL Daniel Ogden Bethany Hansen Reisterstown Boarding Knl, Inc Reisterstown, MD Stay N Play Pet Ranch, Inc® Dripping Springs, TX Cristian Benitez Kcy Horton Wignall Animal Hospital Dracut, MA Beth Tschop Canine Country Club Washington, IL Molly McGeady Dogwood Acres Pet Retreat, Inc. Davidsonville, MD Mary Ann Lewis Livermore Ranch Kennels Livermore, CA Olde Towne Pet Resort Springfield, VA Kristopher Eric Lundborg Pet Nanny’s Place Juneau, AK Kimberly Farr Petz Plaza Baton Rouge, LA Kimberly Hall Happy Tails Pet Resort/Spring Creek Animal Hospital Jackson, WY Chellsea Bremer Josh Bernard Happy Tails Pet Resort/Spring Creek Animal Hospital Jackson, WY Karen Frank McCarron Robert Fisher Avondale Pet Resort Des Moines, IA Lake Land College Dwight, IL St. Francis Service Dogs Roanoke, VA Hanna Wade Roxanne C. Andersen Ilaizer Albino Jermaine Niblett NEADS Princeton, MA St. Francis Service Dogs Roanoke, VA David Fleury Michael Dalton Bayside Animal Lodge, Ltd. Gig Harbor, WA NEADS Princeton, MA St. Francis Service Dogs Roanoke, VA Stacy Lewis Foxmoor Kennel Ltd Tomball, TX Nicole Paul Wilmington Animal Hospital Wilmington, DE Angela Carson John Keezer Karla Schwarz Citizen Canine Oakland, CA NEADS Princeton, MA Karla’s Pet Rendezvous Madison, NH Monica Frye Alice Tong Peter Gagnon Bobbee Gronenthal Creature Comforts Pet Retreat Loveland, CO Citizen Canine Oakland, CA NEADS Princeton, MA Nebraska Animal Medical Center Lincoln, NE Nicole Baldwin Paradise Pet Lodge, Inc. Woodinville, WA 50 Happy Tails Pet Resort/Spring Creek Animal Hospital Jackson, WY Pet Services Journal January/February 2010 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Melissa Kittler Brenna Steinmeyer Kayla Cockburn Joy Haldeman Longs Peak Animal Hospital Longmont, CO Truckee-Tahoe Kennels Truckee, CA Hunterdon County Polytech Flemington, NJ Ruff Housing Winston Salem, NC Tina Mac Rostie Thomas J Gliebe Barbara H. Altvater Jesus German Forest Shadows Pet Resort Magnolia, TX Truckee-Tahoe Kennels Truckee, CA Hunterdon County Polytech Flemington, NJ Mixed-Up Mutts LaPorte, IN Mark Haynes Stephanie Gast Bryn L. Kolodziejski Joe Jackson Forest Shadows Pet Resort Magnolia, TX Canine College Farmington Hills, MI Hunterdon County Polytech Flemington, NJ Mixed-Up Mutts LaPorte, IN Carolina Polydoro Caryn Shade Sherry J. Mitchell James Warren Bayside Bed & Biscuit Kemah, TX Doggie Depot, Inc. Downers Grove, IL Hunterdon County Polytech Flemington, NJ Mixed-Up Mutts LaPorte, IN Tracy Kosina Lindesay Greene Christine Olivo Juan Dominguez Dog Club of West Linn West Linn, OR Folsom Dog Resort & Training Center Folsom, CA Hunterdon County Polytech Flemington, NJ Mixed-Up Mutts LaPorte, IN John Stutz Dana Bulger Jessica Lefebure Andrea Rizzi Dog Eaze Inn Woodbridge, VA Folsom Dog Resort & Training Center Folsom, CA Hunterdon County Polytech Flemington, NJ Barkside Lodge / The Gray Dog Lodge Lenoir City, TN Tim Pietila Jicole Martinez Sharon Elber Amanda Amos Thousand Hills Pet Resort San Luis Obispo, CA Folsom Dog Resort & Training Center Folsom, CA Flying Fur Newport, VA Barkside Lodge / The Gray Dog Lodge Lenoir City, TN Jennifer Straw Kristine Kiss Cecilla Parrish Emily Reed Boom Towne Canine Center Farmington, NY Pine Ridge Pet Centre Ltd. Coldwater, ON Tipton Pet Hotel Lubbock, TX Barkside Lodge / The Gray Dog Lodge Lenoir City, TN Melodie Rios Beth E. Stanton Carolyn Villarreal Natalie Hernandez Boom Towne Canine Center Farmington, NY Paws Pet Resort & Spa Cheshire, CT Camp Bow Wow-San Antonio San Antonio, TX Feather & Fur Animal Hospital Kailua, HI Cindy Piedigrossi Melissa Stanton Christopher Brown Jodi Sousa Boom Towne Canine Center Farmington, NY Paws Pet Resort & Spa Cheshire, CT D is for Doggy, Inc New York, NY Feather & Fur Animal Hospital Kailua, HI Janelle Dumlao Lauren Isabelle Jaime Huff Susan C. Moser A DOG’S LIFE Sunnyvale, CA K9 Kaos Dog Daycare Dover, NH Barkwood Inn Charlton, MA Pabby’s Pet Care Hatboro, PA Miki Katahira Sarah Robb Stephanie Jean Curtis Frederickson A DOG’S LIFE Sunnyvale, CA Dogs-a-Jammin’ Woodinville, WA Barker’s Pet Motel & Grooming St. Albert, AB Urban Saint Paul, MN Lisa Tricoli Fabian Romo Candis Lynn Boutin Stephen Sarault Canine & Company Depew, NY Stay - a modern dog hotel Chicago, IL Barker’s Pet Motel & Grooming St. Albert, AB Happy Paws, LLC Smithfield, RI Christina Michalski Lynsie Bernier Greg Ward Paula Pugliese Canine to Five: Detroit Dog Daycare Detroit, MI See Spot Run On 21 Omro, WI Countryside Kennel Thorndale, ON Dog Heaven Resort North Thumberland, PA Abielyn Larson Yvonne Ciborowski Blair Brown Leslie Eskin Stone Mountain Pet Lodge Blaine, MN Happy Hounds Dog Day Care, LLC Plymouth, MI Countryside Kennel Thorndale, ON Eskin Playa Del Rey, CA Jacquelyn Shales Katy Johnson Elaine Walker Donna Blake Four Paws, Inc. Morrisville, PA Dogs All Day Charlotte, NC Happy Tails Day Care & Pet Resort LLC Corning, NY Top Dog Retreat Elmhurst, IL Shaina Beeson Jessica Penner Michael Buko Margaret Fox Orlando Canine Country Club Orlando, FL Pampered Pets Inn, LLC Mooresville, NC Contemporary Guidance Services, Inc. New York, NY Fox Run K-9 Resort Wrightsville, PA Tomi Donovan Lisa Fregosi Christina Diaz Joann Schultheiss Orlando Canine Country Club Orlando, FL Pampered Pets Inn, LLC Mooresville, NC Contemporary Guidance Services, Inc. New York, NY Schultheiss Maricopa, AZ Christina G. Craw Shawna Webb Kara Bessinger JoAnn Carlucci Orlando Canine Country Club Orlando, FL K9HQ Boarding Facility London, ON Ruff Housing Winston Salem, NC Morris Animal Inn Morristown, NJ THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 51 Congratulations! (continued) Tammi Creamier Cindy Piedigrossi Lisa Tims Zachary McArthur Elaine’s Pet Resorts-Fresno Fresno, CA Boom Towne Canine Center Farmington, NY Morris Animal Inn Morristown, NJ Rover Oaks Pet Resort-Houston Houston, TX Kristine Wolverton Melodie Rios JoAnn Carlucci Gail Harris Elaine’s Pet Resorts-Fresno Fresno, CA Boom Towne Canine Center Farmington, NY Morris Animal Inn Morristown, NJ Elizabeth Country Kennels Pet Resort & Spa Elizabeth, CO Frances Sabo Tonya Robson Tammi Creamier Taurus Training and Doggy Play Day Austin, TX Elaine’s Pet Resorts-Fresno Fresno, CA Meghan Price Kristine Wolverton Canine Country Club Washington, IL Rebecca Putnam Dogwood Acres Pet Retreat, Inc. Davidsonville, MD Jenny Uphaus Paradise Pet Lodge, Inc. Woodinville, WA Christine Bell Williamsburg Kennels St. Louis, MO Margaret J. Cistone Kirton Kennel Hanover, PA Crystal Gray Stay N Play Pet Ranch, Inc® Dripping Springs, TX Ashley Larson Sun City Pet Lodge Sun City, AZ Top Dog Resort Harrisburg, SD Elaine’s Pet Resorts-Fresno Fresno, CA Karen Barta Frances Sabo Truckee-Tahoe Kennels Truckee, CA Canine Country Club Washington, IL Stacy Weightman Rebecca Putnam Houston Dog Ranch Houston, TX Dogwood Acres Pet Retreat, Inc. Davidsonville, MD Mary Crump Jenny Uphaus Rover Oaks Pet Resort Katy, TX Paradise Pet Lodge, Inc. Woodinville, WA Joanne Marie Sheafer Christine Bell Brevard Jail Complex Cocoa, FL Happy Hounds Dog Day Care, LLC Plymouth, MI Rachel Malay Prison Pet Partnership Program Gig Harbor, WA Kimberly Hall Happy Tails Pet Resort/Spring Creek Animal Hospital Jackson, WY Amanda Foster Hilltop Pet Resort Mount Juliet, TN Taniko Chono-Gray Citizen Canine Oakland, CA Jessica Davila Citizen Canine Oakland, CA Zachary McArthur Rover Oaks Pet Resort-Houston Houston, TX Gail Harris Elizabeth Country Kennels Pet Resort & Spa Elizabeth, CO 52 Melodie Rios Boom Towne Canine Center Farmington, NY Tonya Robson Taurus Training and Doggy Play Day Austin, TX Meghan Price Top Dog Resort Harrisburg, SD Karen Barta Truckee-Tahoe Kennels Truckee, CA Stacy Weightman Houston Dog Ranch Houston, TX Kirton Kennel Hanover, PA Mary Crump Rover Oaks Pet Resort Katy, TX Crystal Gray Greg Perkins Stay N Play Pet Ranch, Inc® Dripping Springs, TX Tipton Pet Hotel Lubbock, TX Autumn Curtis Prison Pet Partnership Program Gig Harbor, WA Boom Towne Canine Center Farmington, NY Margaret J. Cistone Nancy Janoch Alvinita J. Stuart Prison Pet Partnership Program Gig Harbor, WA Williamsburg Kennels St. Louis, MO Cindy Piedigrossi Joanne Marie Sheafer Brevard Jail Complex Cocoa, FL Ashley Larson Randy Glassco Sun City Pet Lodge Sun City, AZ Tipton Pet Hotel Lubbock, TX Nancy Janoch Happy Hounds Dog Day Care, LLC Plymouth, MI Alvinita J. Stuart Tamara Wetegrove Camp Bow Wow-San Antonio San Antonio, TX Prison Pet Partnership Program Gig Harbor, WA Greg Perkins Tipton Pet Hotel Lubbock, TX Autumn Curtis Leanne Labranche Barker’s Pet Motel & Grooming St. Albert, AB Prison Pet Partnership Program Gig Harbor, WA Randy Glassco Tipton Pet Hotel Lubbock, TX Rachel Malay Victoria Robinson Prison Pet Partnership Program Gig Harbor, WA High Tail Hotel San Francisco, CA Tamara Wetegrove Camp Bow Wow-San Antonio San Antonio, TX Kimberly Hall Amber Keirn Barkside Lodge / The Gray Dog Lodge Lenoir City, TN Happy Tails Pet Resort/Spring Creek Animal Hospital Jackson, WY Leanne Labranche Paula Pugliese Amanda Foster Victoria Robinson Dog Heaven Resort North Thumberland, PA Hilltop Pet Resort Mount Juliet, TN High Tail Hotel San Francisco, CA Jessica Esquivel Taniko Chono-Gray Amber Keirn Animal Inn Kennels Las Vegas, NV Citizen Canine Oakland, CA Barkside Lodge / The Gray Dog Lodge Lenoir City, TN Holland Kochanski Jessica Davila Paula Pugliese Morris Animal Inn Morristown, NJ Citizen Canine Oakland, CA Dog Heaven Resort North Thumberland, PA Pet Services Journal January/February 2010 Barker’s Pet Motel & Grooming St. Albert, AB THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 New Certified Kennel Operators (CKO) Orlando, Florida was the location where six of our members earned the designation of Certified Kennel Operator or CKO. This designation comes after many years of hard work, classes, and other tasks designed to assure they are truly worthy of the CKO title. Read about our newest CKOs below. Lori Cawood, Owner of Canine Classic Spa & Resort in Bloomington, IL, has been a member of Pet Care Services Association’s Board of Directors since 2006. She has been committed to the pet care industry for more than 28 years. Earning her CKO is yet another sign of Lori’s dedication to pets and pet parents. Renee Davis, Manager of Four Paws Pet Resort in Dalton, GA, loves to read, learn and test to keep challenging herself to be a better person. To those who are thinking of enrolling in the Level III: Certified Kennel Operator course, Renee would tell you, “Study the book and just be you during the process. If you are a good ethical committed operator, you will do fine throughout the process.” Barbara Kelley, Manager of York Boarding Center in York, NY, enjoyed the process of becoming a CKO as it confirmed to her that being involved in the pet care industry is truly her life’s passion. She states the CKO process is worth the time and effort. She feels more confident having completed the certification and is comfortable making changes to improve her business. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Bonnie Krupa, Manager of Happy, Clean and Smart in Muncie, NH, thought it was nice to interact with the new CKOs and to develop lasting relationships that will help with networking and professional advice. She highly recommends taking the Level III course. According to Bonnie, “Your clients and members of the community view you as a professional and seek you out to ask questions and feel more comfortable boarding their animals with a facility that has credentialed staff members.” Jessica Molina, Bayside Kennels in Virginia Beach, VA, enjoyed having the opportunity to highlight her accomplishments in the pet care industry, as partial fulfillment of the Level III coursework. She believes that acquiring her CKO illustrates to clients and the community of her ongoing commitment to animal welfare. Jessica states, “CKO certification is completely obtainable if you are already following through with honest and sincere devotion to your clients, as well as their pets.” Janelle Whiteman, Owner of Pet Resort at Willow Wood in New Albany, OH, enjoyed the challenge of taking the written test and preparing for it was her favorite part of the CKO experience. She would like to tell others to go for it! “It’s a great experience… all of it,” says Janelle. Her advice to others would be to not get nervous; give clear, concise answers and have fun! Pet Services Journal January/February 2010 53 INDUSTRY NEWS Anivac Corp Attains Rights to Supply Revolutionary Disinfectant to the Animal World Anivac Corporation is pleased to announce the availability of the Accel® TB product line that has taken the Canadian market by storm and is now available in the USA. Accel® TB is a registered cleaner & disinfectant that contains the revolutionary Accelerated Hydrogen Peroxide® (AHP®) Technology that has been called the first new class of disinfection technology in 20 years and 8000 disinfectants reviewed.The need for a safe and effective means of killing pathogens such as influenza, Parvo and MRSA has come to the forefront of the animal industry today. It is easy to make a disinfectant that kills these pathogens, but it is difficult to make a disinfectant that is safe to use. AHP’s track record speaks for itself. It is currently used in: • Approximately 80 percent of the veterinary clinics in Canada • Approximately 80 percent of the hospitals in Canada • Worldwide on cruise ships AHP is a synergistic blend of commonly used, safe (Generally Regarded as Safe (GRASS) or EPA listed inert) ingredients that when combined with low levels of hydrogen peroxide produce exceptional potency as germicide and performance as a cleaner. Benefits over traditional disinfectants include: In order to disinfect most traditional disinfectants require the surface to remain wet for 10 minutes, therefore requiring re-application of the product. Accel TB sanitizes in just 30 seconds and disinfects in just one minute. Traditional disinfectants normally require a cleaning and rinsing step prior to the application of the disinfectant. Accel is considered a cleaner and disinfectant therefore it can be used as both the cleaning and disinfecting product. AHP is an environmentally preferred product. In Canada it was the first disinfectant to receive EcoLogo Certification and in the USA it has achieved Green Seal Certification. In addition the EPA’s Design for the Environment (DfE) awarded AHP with Champion Status for Safer Detergents Stewardship Initiative Award (SDSI). AHP is also rated as a Category IV product by the EPA, the safest standard. Accel TB RTU (Ready to Use) is available in 32oz bottles and gallons. For more information call JCG Enterprises at 281-935-0220 or email [email protected] Cat Condos Give Professional Catteries More Flexibility Minneapolis-based Larson Systems Inc. has devised a cat housing system that gives professional cat breeders, cat boarders and veterinarians more flexibility in the way they accommodate felines in their care. The Cat Condos are based on a simple cube. Each cube gives cats a minimum of 10 cubic feet of living space, with a raised loft area and a solid floor. Walls are made of tough, easy-to-clean 1/2-inch ABS plastic that allows cats privacy on three sides. Doors are made of 3/16-inch diameter wire with close-tolerance spacing to keep cats’ paws inside; the 5/16-inch wire steel frame is powder-coated for a durable finish. The frame and walls 54 Pet Services Journal January/February 2010 THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 are offered in a variety of color combinations to complement facility décor. The cubes, designed by Dave Larson, owner of Stone Mountain Pet Lodge, can be stacked on top of each other to create a three-level condo with portholes on the top and bottom to stimulate climbing from one level to another. Conversely, the portholes can be closed to provide a tower of single “rooms” during periods of peak occupancy, such as holidays. Tools are not required to open or close the portholes. Larson Systems also offers Cat Condo Banks. The Condo Banks can be configured as two, three-story condos or as six individual spaces. The condos are mounted on swivel locking casters for easy movement. Their compact size allows them to pass through a standard 7 x 3-ft. door. A standard 4-inch HVAC pipe connects via a standard dryer hose to the facility’s exhaust system. For more information on Larson Systems’ Cat Condos, contact Kathy Thunstrom at 763-780-2131, or visit www.larsonsystems.com/kennelproducts. 2009 Pet Services Industry Survey Available Pet Care Services Association is pleased to announce the completion of the 7th edition of the Pet Services Industry Survey. The survey, conducted every two years, provides up-to-date data on pet care industry trends and benchmarks to help businesses evaluate their performance and make informed decisions. The 99-question survey was distributed to pet care service facility owners and managers in 2009 who are members of the Pet Care Services Association. Members from the United States, Canada, and Australia responded. One of the key findings showed that the industry has continued to flourish despite economic challenges. Members reported increased revenues and a bullish outlook. Members are also planning to add services and improve facilities. These findings mirrored a report by CNN Money that the pet care industry is growing at a rate of more than four percent even during the current economic downturn. For the past 35 years, Pet Care Services Association (formerly ABKA – the American Boarding Kennel Association) has set the standards for dog boarding facilities. Since the previous survey conducted in 2007, the association changed its name to better reflect the shift in the industry from boarding to a wide array of services. Members now offer expanded services such as daycare, grooming, training, retail, services for special needs pets, lodging services for cats, pool time, nature walks, exercise programs and luxury spas. According to Joan Saunders, CEO of Pet Care Services Association, “Our name change reflects our emergence into an association of members providing a wider range of non-medical pet care services for a wider variety of pets. Because of this, the 2009 Survey provides much more detail about these expanded services.” The 2009 Pet Services Industry Survey is free to all of the Association’s members. Nonmembers can purchase a copy by calling (877) 570-7788 or visiting www.petcareservices.org. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 Pet Services Journal January/February 2010 55 Resource Guide Your Source for All Pet Care Services The Resource Guide is a permanent feature in the Pet Services Journal and is designed to be a convenient reference to all programs and benefits offered by the Association. GENERAL INFORMATION A complete listing of Pet Care Services Association staff departments and contact information is available on page 3. For general questions or to request an information packet call toll free 877-570-7788, ext. 121 or email [email protected]. MEMBERSHIP Established in 1977 as the non-profit trade association for the boarding kennel and professional pet care industry, Pet Care Services Association has approximately 2,900 members nationwide and in several countries around the world. For membership applications or changes to your membership information, contact the Pet Care Services Association Membership Department via email at [email protected] or by phone: 877-570-7788, ext. 124. Information and applications are also available online at www.petcareservices.org. Online Membership Directory Pet Care Services Association maintains an online membership directory, in the form of the Pet Service Locator, of all its active members. Associate members can be found in the Industry Supplier Section on the home page. Search functions allow for listings by city, state, and service. To update your listing, contact the Pet Care Services Association Membership Department via email at [email protected] or by phone at 877-570-7788, ext. 124. Pet Care Services Association Logo Recognition & Protection The Pet Care Services Association trademark logo is recognized by the public as an association of pet care professionals committed to providing the best pet care possible. Pet Care Services Association members have exclusive use of the Pet Care Services Association logo in advertising and public communication, but misuse of the logo can adversely affect the public’s trust in member facilities. It is important that all members support the limitation of its use to members only. Questions or concerns about the use of the Pet Care Services Association logo can be referred to the Membership Department via email at [email protected] or by calling 877-570-7788, ext. 124. MEETINGS The Annual Pet Care Services Association Convention and Trade Show, usually held in October, offers members educational seminars, open forums, presentations by industry leaders, and a Trade Show representing over 50 of the industry’s top suppliers. Spring Meetings provide networking and educational opportunities similar to the national convention on a smaller scale and allow the opportunity to focus on topics of regional interest. For information on meetings call John Cooke toll free 877-570-7788, ext. 111 or visit the “Events” page of our Web site, www.petcareservices.org. Online registration is available for most events. THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 WEB SITE Pet Care Services Association ’s Web site, www.petcareservices.org, receives more than 300,000 hits each month—many of these visitors are pet owners looking for somewhere to board their pets. The “Find a Service Provider” locator features a listing of all members, sorted by city and state for pet owners who are looking for a boarding facility in their area. The site provides public access information such as: • Tips for pet owners on how to select a boarding kennel • Information about Pet Care Services Association, such as our Code of Ethics, the Bill of Rights for Pets in Boarding or Daycare Facilities, and our education and accreditation programs. • Online Trade Show provides extensive list of pet services vendors and supplies For Pet Care Services Association members, the Web site provides exclusive access to informtion that helps members better manage their businesses and succeed in the kennel industry, including: • A Bulletin Board that allows members to share their expertise or post questions and chat with other members in real time • Classified Ad Listings where members and other online visitors can view and place employment or real estate advertisements • The Pet Services Journal Online which has archived articles from past issues of the bi-monthly magazine • The E-Newsletter, the monthly exchange of questions and answers for members • The Boarderline Online makes the Pet Care Services Association bimonthly newsletter available electronically • Download Center where members can download and print out copies of informational pamphlets, a sample boarding contract, the Pet Care Services Association logos, as well as Industry Statistics How do I get into the Members Only portion of the Web site? To access the information exclusive to members, visit our new Web site at www.petcareservices.org and select “Members Click Here for Log-In Instructions” at the top of the page. This will take you to the first page of the Members Only section, where you must use a username and password. If you don not know your username and password, please call Angela Ashmore, Membership Coordinator, at 877-570-7788 ext. 124 or email [email protected] to assist you. Once you are in, you will have the option to change your password. Please do not hesitate to contact us if you have questions! Pet Services Journal January/February 2010 57 I certification testing is also available in Spanish.For additional information or to enroll call 877-570-7788, ext.114, email [email protected] or visit www.petcareservices.org. RESOURCE GUIDE CONTINUED COMMUNICATIONS Pet Services Journal & Boarderline E-Newsletter Pet Care Services Association publishes a bi-monthly magazine, Pet Services Journal, which goes to members only. Pet Services Journal offers articles of interest to boarding kennel operators and professional pet care providers, industry news, notices of important meetings and events, member profiles, interviews, roundtables dealing with industry issues, industry statistics, surveys and information about new products and services of value to members. Each month, Pet Care Services Association publishes the Boarderline E-Newsletter, which features news from the association’s members. For editorial inquiries call 877-570-7788, ext. 125, or email [email protected]. For advertising inquiries call 719-360-7341 or email: [email protected]. Meetings and Annual Convention Pet Care Services Association offers advertising opportunities in the Annual Convention Exhibit Program. Sponsorship opportunities are available at the Annual Convention and Regional meetings. For rates, ad specifications and deadlines, call 877-570-7788, ext. 111 or email [email protected]. Pet Care Services Association members receive a 10% discount on display advertising. E-Newsletter The Pet Care Services Association E-Newsletter is a monthly forum that allows members the opportunity to communicate with each other—pose questions, share solutions, and offer ideas. The E-Newsletter format typically presents member responses to questions posed by members in the previous edition, followed by new questions from members, and finally highlights of any new Pet Care Services Association information to pass on to the membership. If you are an Pet Care Services Association member and have provided us with an email address, you are on the E-Newsletter mailing list. If you have not provided your email address, just call 877-570-7788, ext. 125 or send an email to [email protected]. SECTIONS Pet Care Services Association has several special “sections” to provide a resource center for Pet Care Services Association members in which to find and share information. Information specific to these sections is available in the Pet Services Journal, online at www.petcareservices.org, and in the form of seminars presented at national conventions. For additional information contact the section chairperson listed below. Grooming Section: Grace Woodford, CKO, 122 Jefferson Place, Newnan, Georgia 30263 Email: [email protected] or [email protected] Training Section: Jim Burwell, Houston, TX Email: [email protected] or [email protected] Cat Boarding Section: Jim Williams Email: [email protected] or [email protected] Dog Boarding Section: Jaime Van Wye, Southern California Email: [email protected] or [email protected] Dog Daycare Section: Robin Bennett, 14885 Persistence Dr., Woodbridge, VA 22191. Email: [email protected] Holistic Committee Section: Crista Meyers, 1618 Webster, Houston, TX 77003. Email: [email protected] Technology Committee Section: Brian Linning, 27607 W. Brandenburg Rd., Ingleside, IL 60041. Email: [email protected] COMMUNITY OUTREACH PROGRAMS Ethics Program Based on the Pet Care Services Association Code of Ethics, this unique and highley-respected Ethics Program enables Pet Care Services Association members to work toward better self-regulation and demonstrate to the public their commitment to quality pet care and ethical business dealings. The Pet Care Services Association Code of Ethics and its companion, Bill of Rights for Boarded Pets, is available online at www.petcareservices.org. For questions regarding the Ethics Program call 877-570-7788, ext. 118 or email [email protected]. Accreditation Program The Facilities Accreditation program has been developed as a vehicle for professionalizing the boarding kennel industry by providing over 200 objective standards of excellence in 17 separate areas of pet care facility operation. Participating pet care facilities can, by bringing their facilities into conformance with these standards, achieve accredited status designation from the association. Pet Care Services Association accredited pet care facilities are designated with the Accreditation ribbon. For additional information or to enroll call 877-570-7788, ext. 116, email [email protected] or visit www.petcareservices.org. Staff Evaluation Program The three levels of the Pet Care Services Association Educational Program include: Level I-Certified Pet Care Technician; Level II-Advanced Certified Pet Care Technician; and Level III-Certified Kennel Operator. Pet Care Services Association recommends the Certified Pet Care Technician Program for all kennel staff. Many pet care facility operators require completion of this program by all of their personnel. This course contains the basic information about animal care that is required by anyone who cares for pets. The second step in the three-level Pet Care Services Association education program is the Certified Advanced Pet Care Technician Program, which offers more advanced training in pet care and an introduction to pet care facility management. Completion of both the CPCT and CAPCT Programs is required for personnel who wish to apply for certification in the third level of the Pet Care Services Association program, the Certified Kennel Operator (CKO) Program. The Level I and Level II certification tests may be taken online. Level 58 Pet Services Journal January/February 2010 Public Education Pet Care Services Association conducts ongoing public education about the industry by means of print advertising, news releases, brochures, seminars and consultation with feature writers for various national publications. The association promotes the Pet Care Services Association Bill of Rights for Boarded Pets, which spells out for pet owners the obligations of member boarding kennels to their clients and the animals in their care. Educational Literature “Let’s Talk About…” Brochure Series masters are provided to Pet Care Services Association members for duplication and distribution to clients on a wide range of topics related to boarding pets. For a complete list, check out the “Downloads” section under the “General Store” heading at www.petcareservices.org. The booklet “How to Select a Boarding Facility”is a great tool to educate pet owners on quality boarding services and a great way to promote yourself as an Pet Care Services Association member. Clip & Copy Articles in each issue of the Pet Services Journal include a wide variety of topics of interest to pet owners and are designed to be cut out of the magazine and passed out to clients. A collection of 19 of the past Clip & Copy articles along with the How to Select a Boarding Facility booklet and all of the Let’s Talk About... brochures is available in the Pet Owner’s Packet. For more information or to order these materials call 877-570-7788, ext. 121, email [email protected], or visit www.petcareservices.org. Partnership with Canine Companions for Independence (CCI) Pet Care Services Association is proud to partner with a group that has successfully blended a great love of dogs with a focused mission to help others—Canine Companions for Independence. CCI is an organization that enhances the lives of people with disabilities by providing highly trained assistances dogs and ongoing support to ensure quality partnerships. Pet Care Services Association participates in fund raising efforts for CCI and many Pet Care Services Association members have volunteered to provide quality boarding options to CCI puppy raisers. Pet Care Services Association coordinates and spon- THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 sors an annual coloring contest for members to participate in to benefit CCI. If you would like to get involved in the CCI partnership, or would like more information, send an email to [email protected] or call 877-570-7788, ext. 122. Emergency Relief Fund The Pet Care Services Association Emergency Relief Fund provides a way for members and concerned individuals to make contributions to help pets, pet care professionals and pet rescue organizations.The fund is administered by a panel comprised of the Pet Care Services Association president and the directors of the affected regions. The fund is incorporated as a 501(c)(3) tax-exempt entity and contributions are tax-deductible. Donations may be made online at www.petcareservices.org or by calling Pet Care Services Association toll free 877-570-7788, ext.121. PRODUCTS AND SERVICES Books and Videos Pet Care Services Association publishes several books for industry members… Building, Buying and Operating a Boarding Kennel helps prospective industry members understand more about the pet-care industry and is the authoritative source for design assistance for construction and remodeling of modern pet-care facilities. Pet Care Services Association also offers a variety of specialized books and booklets dealing with specific industry issues, such as: The Law and the Boarding Kennel Operator, Dealing With Aggressive Dogs, Public Relations Guide for Boarding Kennel Operators, Sample Kennel Procedures Manual, Taking Lawful Employment Actions and more. Video titles include: How to Operate a Doggie Daycare, Pre-Entry Evaluations for Dogs and more. For information or to order call 877-570-7788, ext. 121, email [email protected], or visit www.petcareservices.org. Convention Audio/Video Tapes Seminars held at past Pet Care Services Association national conventions are available on audio, video or DVD. For a complete listing of seminar titles call 877-570-7788, ext.121, email [email protected], or visit www.petcareservices.org. Industry Research Pet Care Services Association publishes bi-annual industry statistics that come from data supplied by a survey of Pet Care Services Association members. This report lists average income and expense percentages for small, medium and large kennels, in all service areas. These figures can assist kennel operators in evaluating their own kennel figures, or can assist in developing proposals for financing. The association also collects information from pet owners for indications of industry trends and consumer demands. Insurance A number of insurance programs are available that offer several dramatic money-saving advantages to boarding kennels and grooming shops, some available at attractive rates to Pet Care Services Association members. Plans cover property, pets, general and professional liability and health. Some offer discounts to members who are certified or whose kennels are accredited. For information, call toll-free 877-5707788, ext. 124, look up “Insurance” on the “Industry Supplier” page of the Pet Care Services Association Web site (www.petcareservices.org), or email [email protected]. Credit Card Processing Pet Care Services Association has partnered with the world’s largest credit card processor to offer members a low cost, state of the art processing program. Merchant Services, a First Data Company, has developed a members only program that offers the lowest possible rates and award winning service. You can call toll free (800-432-7192) for answers to any credit card processing question. You may also fax your current processing statement to 904-491-5016 to receive a complimentary analysis to make certain you are not paying too much. ADVERTISER INDEX Excellent Pet Care . . . . . Inside Front Cover Intro to Pet Care . . . . . . . Inside Back Cover AKC/Eukanuba Championship . . . . . . . . 56 Alpha Tech Pet . . . . . . . . . . . . . . . . . . . . . 31 Animal Health Tech . . . . . . . . . . . . . . . . . 60 AppointIT . . . . . . . . . . . . . . . . . . . . . . . . 11 Benton Bros . . . . . . . . . . . . . . . . . . . . . . . 40 Blue Crystal . . . . . . . . . . . . . . . . . . . . . . . 45 Cat’s Inn. . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Circa Health. . . . . . . . . . . . . . . . . . . . . . . 23 Clark Cages . . . . . . . . . . . . . . . . . . . . . . . 41 Design Learned . . . . . . . . . . . . . . . . . . . . 48 Direct Animal Products . . . . . . . . . . . . . . 35 Dog Kennel Floors . . . . . . . . . . . . . . . . . . 17 Gentzler & Smith Associates (Kennel Pak). . . . . 9 Governor Insurance . . . . . . . . . . . . . . . . . 19 Horst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Houndquarters . . . . . . . . . . . . . . Back Cover J & J Commerce . . . . . . . . . . . . . . . . . . . 13 K-9 Bytes . . . . . . . . . . . . . . . . . . . . . . . . . 39 Kennel Deck . . . . . . . . . . . . . . . . . . . . . . 48 Kuranda . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Larson Systems. . . . . . . . . . . . . . . . . . . . . 39 LGL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Market Hardware . . . . . . . . . . . . . . . . Insert Mason Company . . . . . . . . . . . . . . . . . . . 27 Mutt Matts. . . . . . . . . . . . . . . . . . . . . . . . 48 Paragon School. . . . . . . . . . . . . . . . . . . . . 29 Pet Detect . . . . . . . . . . . . . . . . . . . . . . . . 17 Pet Exec . . . . . . . . . . . . . . . . . . . . . . . . . . 13 ProGreen International. . . . . . . . . . . . . . . 21 PureAyre. . . . . . . . . . . . . . . . . . . . . . . . . . 48 Ryan’s Pet Supply. . . . . . . . . . . . . . . . . Insert Snyder MFG . . . . . . . . . . . . . . . . . . . . . . 37 Star Jet Wash . . . . . . . . . . . . . . . . . . . . . . 45 T-Kennel . . . . . . . . . . . . . . . . . . . . . . . . . . 1 U.S. Cremation . . . . . . . . . . . . . . . . . . . . 43 2760 N. Academy Blvd. Suite 120, Colorado Springs, CO 80917 Toll Free: 877-570-7788 / Phone: 719-667-1600 / Fax: 719-667-0116 Internet: www.petcareservices.org THE TRADE ASSOCIATION FOR PET CARE PROFESSIONALS SINCE 1977 www.petcareservices.org Pet Services Journal January/February 2010 59