So, you have staff in your facility. You have hired actual humans to help keep the wheels turning. They love dogs and can’t wait to work with them all day. Some may have even worked with dogs before, so they are already one step ahead.
What could be more important than having a passion for dogs and the understanding of working in a facility? The most important character trait in the industry? An unwavering love for people. A wise woman once told me “The dog doesn’t walk itself into the facility.” Shoutout Mallory Poirier. When getting a job at a dog daycare and boarding
facility, you don’t just enter the pet industry, you enter the people industry.
But do you really need to love people to work in the industry? Yes, it’s essential. We’ve heard it before, “the more people I meet, the more I love my dog” or “Dogs, because people suck.”
Here’s why that doesn’t work:
You need to love the people that walk through your doors. Understanding that they are trusting you with some of their most prized possessions. You must understand that they entered your facility with the intent to love their dog more via signing up for your services. They should be met with the same love they want their dog to feel, each time
they walk through your door.
The other part? You must love working alongside other humans. You should embody being a friend and a teammate. Communicating often and honestly. Troubleshooting and working together toward solutions. It should not be every man for themselves or a collection of different worlds orbiting around one another. Operating as an individual is a sure-fire way to create gaps in the quality of care for the dogs in your facility.
Loving your clients means keeping your daily promises. Showing up with compassion and care for their dog. Providing a clean and safe environment for their dogs. Growing in policy and procedures that allow for your facility to run effectively. Evolving and prioritizing education for staff, being sure that you can provide the best possible services for the dogs and people in your community.
Loving your team means growing your team, not just in numbers. Continued growth and education should be prioritized from your management team to your daycare/kennel attendants. It is easy to get complacent and stuck in a one-track mind. When you build a team of creators it keeps you ready to move the needle in any direction you need to. Communication and creation should be prioritized and happening every shift. A team that talks and collaborates is a team that builds a strong foundation to lean on.
The sign of a healthy business is everyone being on the same page working toward a common goal. Within those goals should include:
- A high standard of customer service – This should be part of training for all staff members. Embody this standard in your day-to-day operations. How staff greet clients, making small talk, making sure they feel seen/heard, having open / honest / intentional conversation with them, etc. Where do you feel that is lacking? Is it in the lobby during busy times? Is it in consistent phone call protocols? Is it when we are having behavioral conversations? Tightening up those weak spots may look like having specific staff being tasked with behavior conversations or adding runners during busy times.
- Non-negotiable growth – How do we encourage staff to level up? This can range from friendly competition with group activities to requiring continuing education for bonuses or sweet treats. As leaders within business, are we practicing what we preach? Do we grow? Do we evolve frequently and with intent? Avoid complacency or becoming too comfortable with what we know or what we can do. Continue to move the needle!
- Team building – How do you prioritize culture and a team that supports one another? Drama culture can be prevalent in any industry. Several people operating with only themselves in mind will negatively affect all parts of your business. Do you prioritize team culture? Finding ways to connect with one another outside of business hours? You do not need a team full of best friends but you do need a team that knows how to cooperate and lean on one another.
I challenge you to ask yourself if you prioritize your people, both your clients and your team. If there is room for improvement, adjust your focus during slow times. Revitalize your customer service and build drive and relationships in your team by creating guidelines for growth within your facility. Don’t let things just ‘go to the dogs’, we are in it for the people too!