NAPPS Network - National Association of Professional Pet Sitters

Table of Contents
President’s Message
ASSOCIATION NEWS
Candance Labane-Godfrey, President
Businesses of the Year . . . . . . . . . . .3
NAPPS and its membership have experienced an exciting and rewarding
four years under the direction and guidance of past president, Jeffrey
Lauterbach and, immediate past president, Jerry Wentz. Jeffrey and Jerry
have truly rocketed NAPPS to new heights. I now look forward to the
exhilarating opportunity and challenge of following in their footsteps.
Member Spotlight . . . . . . . . . . . . . . .4
Members in Action Winners . . . . .4
Upcoming Events . . . . . . . . . . . . . . .5
Member Benefit:
Business Forms . . . . . . . . . . . . . . . . . .5
2007 Conference Memories . . . . .6
Photo Contest Winner . . . . . . . . . . .8
Welcome New Members . . . . . . .19
INDUSTRY EDUCATION
The Big Business of Tiny Cards . .10
Everyday Dangers:
From Anti-Freeze to Wisteria . . .11
Tricky Ticks . . . . . . . . . . . . . . . . . . . .12
Pet Sitter Liability . . . . . . . . . . . . . .12
Three Steps to a
Google Friendly Site . . . . . . . . . . .14
A New Way to Network . . . . . . . . .15
Becoming a Customer
Service Specialist . . . . . . . . . . . . . .16
NAPPS Network
Mission Statement
NAPPS
The mission of the NAPPS
Network is to provide tools
for members to enhance
their business, help them
expand their knowledge of
professional pet sitting, and
communicate association
news and events.
Copyright April 2007.The NAPPS Network is published
four times a year in March, June, September and
December by NAPPS Headquarters: 15000 Commerce
Parkway, Suite C, Mt. Laurel, NJ 08054. Periodical
mailing privilege pending at Mt. Laurel, NJ and
additional mailing offices. Postmaster: send change of
address to the NAPPS Network c/o NAPPS
Headquarters, 15000 Commerce Parkway, Suite C, Mt.
Laurel, NJ 08054.The NAPPS Network is free to
National Association of Professional Pet Sitters, Inc.
members. No part of this publication may be
reproduced without written permission of the
publisher. Editorial offices: 15000 Commerce Parkway,
Suite C. Mt. Laurel, NJ 08054.
National Association of
Professional Pet Sitters, Inc.
15000 Commerce Parkway
Suite C
Mt. Laurel, NJ 08054
Phone: (856) 439-0324
Fax: (856) 439-0525
Email: [email protected]
www.petsitters.org
At our recent successful (not to mention fun) Annual Conference in Houston,
attending members appeared to be stimulated, as well as intrigued, about
the conference and the many new NAPPS programs and benefits.
NAPPS committees and directors have worked diligently to create these new programs and tools.
Hopefully, these tools will help to continue educating our membership (and allowing you to
educate your clients), by providing useful information on pet care, business operations, sales and
marketing needs, insurance suggestions, member benefits and much more.
Ongoing and new programs include:
• NAPPS award-winning Disaster Preparedness Program
• Additional NAPPS Virtual Library content
• Monthly Mentoring Teleconferences
• NAPPS Chat – where sitters can get input from fellow pet sitters
• Presents 4 Pets – a program that links pet sitters with local shelters or rescue groups in need
• Soon-To-Come – An elementary school program designed to teach children about the basic
care and welfare of their family companion
Now let’s switch gears...
For some time now I have had the opportunity to talk to NAPPS members across this great nation. I
have discovered a number of common threads and needs. One of those needs is to acknowledge
and understand your VALUE in the service industry as a pet sitting professional.
Webster defines value to include “special usefulness, qualities worthy of respect…”
The thesaurus defines value to include “precious, invaluable and priceless.”
Each and every one of us has chosen this profession because of our love, respect, and care of our
furry, feathered, and/or finned friends.
Let’s break it down. You are invaluable to your clients and their pet family. You have a special
usefulness to every client you service. You are their peace of mind and their comfort zone. You are
precious and priceless. Last, but certainly not least, you are worthy of their respect. Respect takes
many forms and one of those forms is the money you make to care for two very important things in
their lives; their home and their family members.
Pet sitters tell me they need to be competitive. Whether starting a new business or continuing an
ongoing business, it is always a good idea to know what your competition is charging or, extras
they are providing. Pet sitters statically equate the “competitive edge” to rates charged.“If I just
charge a lower rate or place myself in the middle of what the local rate structure seems to be, I will
get more business.”That is not the case. To be competitive and attain desired results in services and
rates, you need an edge. So, other than what you charge, how are you different?
Do you educate your clients on pet food, nutrition, products and tools? Do you assist them with pet
training and behavior issues? Do you have a referral list of alternative pet therapy treatments (like
an acupuncturist, chiropractor, homeopath, herbalist, flower essences, and muscle testing)? If a pet
has to stay at the vet’s (on your watch) due to a medical condition, do you visit the pet? When a pet
has to be put to sleep, do you offer to go with the client and/or pet? Do you support the moms and
dads in their time of need? For the nervous moms and dads, do you offer to make a daily phone call
with a quick up-date? Do you check pet eyes, teeth, ears, run your hands down their bodies to check
for wounds or masses and communicate your finding to the client?
This and much more is your EDGE!
I challenge you to find your real edge. In time, this kind of edge will ROCKET you to new heights!
I wish you continued success.
The NAPPS Network • 1
2007 Board of Directors
Membership Services
President
Candance Labane-Godfrey
Precious Pets In Home Services
E-mail: [email protected]
NAPPS Headquarters
Past-President
Jerry Wentz
Homesitters of Raleigh
E-mail: [email protected]
President-Elect
Monica Leighton
Professional Pet Sitting
E-mail: [email protected]
Secretary
John D’Ariano
A Pet Sitter Plus
E-mail: [email protected]
Treasurer
Tammy Kubo
Hawaii Pet Nanny, LLC
E-mail: [email protected]
Director
Nancy Dorger
A To Zoo Petsitting,
Housesitting, Ranchsitting
E-mail: [email protected]
Director
Kathleen Luxton
Ranch Pet and House Sitting
E-mail: [email protected]
Director
Linda Norton
Precious Pets
E-mail: [email protected]
Director
Ken Obrakta
Guardian Pet Sitters, LLC
E-mail: [email protected]
Director
Vickie L. Reason
Happy Tails Pet Services
E-mail: [email protected]
Director
Susan Reid
Reid's Pet Sitting Service
E-mail: [email protected]
Director
Olga Wharton
Valley Ranch Pet Sitting Services
E-mail: [email protected]
Director
Joette White
Park Cities Pet Sitter, Inc
E-mail: [email protected]
The NAPPS Network • 2
15000 Commerce Parkway, Suite C
Mt. Laurel, NJ 08054
Phone: (856) 439-0324
Fax: (856) 439-0525
E-mail: [email protected]
www.petsitters.org
Felicia Lembesis
Executive Director
Robin Geary
Meeting and Exhibits Manager
Cathe Delaney
Membership Services Manager
Business Insurers of the Carolinas
PO Box 2536
Chapel Hill, NC 27515-2536
Phone: (800) 962-4611 ext. 224
www.petsitterinsurance.com
For Dishonesty Bond and/or
General Liability Insurance
The National Group
Insurance Exchange
3210 Doolittle Dr.
Northbrook, IL 60062
Phone: (800) 955-0418
Fax: (847) 559-9499
Email: [email protected]
www.wwins.com
Contact: Alan Leafman
For Dental and Health Insurance
For pet sitting questions contact:
• Any board member
• NAPPS’ Web site: www.petsitters.org
NAPPS Network Staff
Coordinating Editor
Heidi Zengel
Art Director/Designer/Illustrator
Justin Fennelly
NAPPS Network is published quarterly by the National
Association of Professional Pet Sitters (NAPPS), a
nonprofit organization, and is available through
membership subscription. No portion of the magazine
may be reprinted without the written consent of the
National Association of Professional Pet Sitters.The
letters and advertisements contained in this magazine
do not necessarily reflect the opinions of the
association. NAPPS is not liable for validity or
correctness of any claim, express or implied, made in
advertisements or writings of this magazine.
PLEASE SEND ALL LETTERS TO
THE EDITOR:
Heidi Zengel
15000 Commerce Parkway, Suite C
Mt. Laurel, NJ 08054
E-mail: [email protected]
Letters should include your name, address,
and daytime telephone number. Letters may
be edited for length or clarity. Submissions
may be mailed or emailed as a word
document.
Pet Sitters!
List your business on the
top Pet Sitter directory site
www.doodlesandpoos.com
Congratulations to Danielle Vasta —
Business of the Year Winner!
After a rigorous screening process, the
NAPPS Pet Sitting Business of the Year
Selection Committee recently
announced Bella’s House & Pet Sitting
as the 2006-2007 winner!
Danielle Vasta, Owner of Bella’s House
& Pet Sitting, started the business of
house and pet sitting in the summer
2002, and has gained a large two- and
four-legged client base. While
growing her business, Danielle has
worked hard to set the company apart
from the other services in the valley
by paying close attention to detail,
going above and beyond the call of
duty, and building
lasting relationships
with clients and other
business owners.
said Danielle’s application was chosen
because it stood out from the rest in a
multitude of ways. Monica said,“She
really seems to put a lot into her client
education, which is very important.
She has many support materials and
client education pieces that offer
invaluable information to her clients.
Overall her business strategy and
procedures were very clear, concise
and easy for clients to understand as
well as make them feel their pets were
in very capable hands.”
With a business
philosophy strong on
trust and the bond of
relationships (with pets
and humans alike), she
has built a strong
foundation that has led
to a loyal and longlasting client basis.
Monica Leighton, a
member of the
Selection Committee
FINALIST – April M. Cook, Dogs
On The Run
April Cook, the finalist for Business of
the Year, says she became a pet sitter
because she wanted to be with
animals everyday and make a
difference in their lives. She says,“Not
only am I helping the families while
they are away from their home, but I
am able to help pets overcome fear,
weight problems, illness, and many
other things. I became part of my
client’s family. I just wanted to help,
even if it was one family at a time.”
Her business philosophy is to provide
only the finest treatment for her
clients’ pets. She says,“When caring for
their pet, we follow core values that
consist of ensuring the safety of the
animals, respecting our community,
acting with honesty and integrity, and
striving for continuous improvement
through education for ourselves and
our clients.”
Congratulations to both Danielle and
April!
NAPPS Business of the Year finalist, April M. Cook
The NAPPS Network • 3
NAPPS Member Company Earns
British Horse Society Certifications
Members of the horse care crew at All
Creatures Great & Small, LLC, recently
earned British Horse Society (BHS)
training certification. The awards were
presented by Louise Beam, British
Horse Society Instructor, currently the
only BHS instructor certified to teach
this course in the U.S.
If you would like to share a success or
achievement you or your company
has experienced, please email Heidi
Zengel at [email protected] or mail
letters and pictures to
15000 Commerce Parkway,
Suite C,
Mount Laurel, NJ 08054.
Karen (far left) and Louise Beam shake hands as Kelly, Jan and
Carrie (not shown) are presented Certificates of Training from
the British Horse Society, Stonleigh Deer Park, England.
Members in Action Winners
• Danielle Vasta
For her outstanding work on annual
conference committee and speaker
outreach
• Shawn Maxwell
For her distinguished achievement on the
Certification Committee and development
of NAPPS Pet First Aid Course
• Nancy Stevens
For her ongoing dedication to the
development of the new on Certification
Program
• Kay Singleton
For her distinguished work on developing
corporate partners
The NAPPS Network • 4
UPCOMING EVENTS
the products and services that are available to provide
optimal care for these animals.
May 9–12, 2007
Animal Care Expo
Dallas, Texas
Expo, a world-class educational conference and full-scale
international trade show, is designed for anyone who
works or volunteers at the local level with dogs, cats, or
other animals. The goal of this annual event is to help
people working in the fields of animal sheltering, care,
control, and rescue do the best and most efficient jobs
possible. www.animalsheltering.org/expo
November 16-18, 2007
America's Family Pet Expo
Rock Financial Showplace, Novi, Michigan
For the pet loving public. Hundreds of animals! The
purpose of this show is to bring together all elements of
the companion animal world and to promote
responsible pet care. Animal entertainment and
demonstrations, pet expert speakers, products, exhibits,
hobbyist shows, and contests.
September 19-21, 2007
SuperZoo
Las Vegas, Nevada
Contact WWPIA, (800) 999-7295
[email protected]
www.wwpia.org
Dave Williams
[email protected]
800-999-7295
October 12-14, 2007
H.H. Backer Christmas Show
Rosemont, Illinois
February 8-10, 2008
NAPPS 2008 Annual Conference
& Small Business Forum
Lake Buena Vista, Florida
Donald E. Stephens Convention Center
Contact H.H. Backer (312) 663-4040
www.hhbacker.com
June 1-6, 2008
National Conference on Animals in Disaster
Sacramento, California
April 28-29, 2007
The Kansas City Pet Expo
Kansas City, Missouri
The goal of the Kansas City Pet Expo is to provide the
public with an opportunity to learn about both common
and not-so-common animals that are found as pets, and
NAPPS
Member
Benefit
Pat Riha Production
816-931-4686
NCAD is a biennial educational and training conference
designed to secure the improvements made in the
disaster planning and response process—and to
recreate and reinvigorate current approaches to
improve future preparedness and response.
www.hsus.org/NCAD06
s
m
r
o
F
s
s
e
n
i
B us
Whether you are a new business owner or a seasoned
veteran in the pet sitting business, you may want to
check out the complimentary business forms provided in
the Members Only section of the NAPPS Web site. The
forms included on the site have been developed and
contributed by NAPPS members.
Forms are provided in a Word (.doc) format for
download. To create your own forms, download the
forms directly to your own computer, alter the text,
combine the format of several forms within a category to
fit your personal needs and add your company contact
information and logos. There are over 60 forms in all,
listed by category:
•
•
•
•
•
•
•
•
Client Profiles
Guidelines and Policies
Invoices
Pet Profiles
Service Agreements
Vet Releases
Visit Sheets
Miscellaneous
So check it, you may just find that 25-point checklist an
invaluable tool to distribute to all your employees!
The NAPPS Network • 5
2007 Conference Memories
By Linda Norton
Although NASA was not that far away
from the Houston Hyatt where our
professional pet sitters were housed
for our national NAPPS conference, it
seems as if it would be hard to
distinguish which organization
rocketed higher during the weekend
of January 26-28!
We even had our very own NAPPSstyle astronaut visit our crowd at the
Friday night Cocktail reception!
During the weekend we also had
special appearances from a snake, a
rabbit, a dancing dachshund, and a
very engaging Australian zookeeper!
The meals were top notch and
included Texas-sized continental
breakfasts and mouth-watering
entrees for the rest of the meals as
well! Overall, I think it is pretty safe to
say that many people probably
gained more than knowledge during
the weekend!
Sponsors for the event included Pet’s
Best, Full Petential, Business Insurers of
the Carolinas, Blue Wave Professional
Pet Sitter and Worldwide Insurance
Services.
Whether the attendees were
“newbies” to the field of pet sitting, or
veterans, there was something for
everyone at this year’s NAPPS
conference. For the early-birds who
participated in Friday’s program, we
had American Red Cross Pet First Aid
training, seminars on disaster
preparedness, pet health insurance,
and pet sitters liability and bonding
insurance. The day ended with a warm
and welcoming cocktail reception
where yes, our very own NAPPS
astronaut showed up with a goodie
bag overflowing with sparkling
buttons to help publicize our
signature “Presents 4 Pets” program.
But the day wasn’t over yet! Those pet
sitters who were “night owls,” or sitters
who just wanted to get a jump-start
on all the networking and topics we
had to offer, gathered in the large
conference room for our first NAPPS
Chat Live! Cyberspace shuttled down
to earth in Houston as many members
participated in a few organized and
The NAPPS Network • 6
fun activities that
sparked laughter,
discussion, and a
real spirit of
camaraderie. The
time flew by and as
the night owls flew
off to bed, the first
day of the
conference came to
a close.
On Saturday
morning, we rose to
discover a superdelicious breakfast and a trade show
where sitters had the opportunity to
meet with pet sitting software
providers, pet sitting insurance, pet
product vendors and of course, our
very own NAPPS booth was available
and staffed by board members and
NAPPS staff to answer questions and
give information. This year we had a
special booth where attendees could
display some of their business
promotional materials. Prizes were
awarded for the top three winners at
the end of the conference.
Saturday only got better with an
awards ceremony and welcome by
our new president, Candance LabaneGodfrey. Board members took turns
introducing our speakers and the
morning offered seminars on basic
rabbit, bird, fish, and reptile care. After
a delicious lunch and vendor product
announcements, we sailed right into a
very popular Pet Sitting 101 workshop
followed by a panel of professional
pet sitters taking Q & A from
attendees. And yet, believe it or
not…there was even more! After the
panel, Yahoo! representatives showed
a group of very interested pet sitters
how to become more high-tech by
showing them how they could easily
create their very own Web sites for
their businesses. With our minds
chocked full of knowledge, new
connections, and free goody bags for
all, Saturday afternoon came to a
close.
The mood was cheerful and energetic
as everyone headed off to dinner.
Some pet sitters chose to head off on
the town in Houston to discover their
own culinary delights, but for those
who were interested, the night
continued at an off-site dinner to
Magic Island where everyone enjoyed
a great meal and entertainment!
Sunday morning brought another
filling Texas-sized breakfast followed
by more trade show exhibit
opportunities and a hot dog of a
surprise! Emily Pyle, who had
previously been on the Martha
Stewart show with her talented little
dachshund, brightened up the day by
performing a dance with her darling
dog! The performance put a smile on
everyone’s faces and was the perfect
prelude to our morning motivational
speaker who taught us to “unleash our
creativity!” This was followed by
another inspirational presentation on
“the five things all customers want
and need.”
Later in the morning it started raining
cats and dogs as the focus moved
from business to seminars about
canine body language, cat behavior,
and alternative care and dog
nutrition.
Conference attendees are looking
forward to the 2008 Conference,
scheduled to take place from February
8-10 in Orlando, Florida. In the words
of Tom Sousa of Red Dog Canine
Concierge in Plant City, Florida,“It has
been invaluable to me … It is an
investment I would truly make a
hundred times over!”
The 2007 Conference in Pics
learns
gleton
Kay Sin
e
W
lue av
about B
sics
care ba
n rabbit
-o
s
d
n
a
H
A glance back
at the 2006 Co
nference
Aussie Dan Bramblett
on reptile care
A
e
ienc
aud
d
e
t
tiva
cap
ter
Pet Sit
Power
t
u
o
b
ga
Learnin
st Aid
n Pet Fir
Hands-o
s Rep
Classy Critter
Pet Friendly
Time for
networkin
g
tion &
Members in Ac
ar
e Ye Winners
Business of th
odfrey
ance Labane-G
President Cand
The NAPPS Network • 7
Congratulations to Doug Harris of Luv Pup Pet Sitting
Winner of the Annual Conference Photo Contest!
How long have you been
a pet sitter?
Going on 4 years, started as a hobby
business.
What inspired you to choose
pet sitting as a career?
Lost my job plus I was close to
retirement and we have been
breeding Caviler King Charles Spaniels
for 14 years, so as you can see we love
pets. We show our dogs and do agility
with them.
How long have you been a
photographer and how did
you get your start?
Well I don’t claim to be a
photographer, but it all started when I
got my first camera at about 11 years
old and I have been taking pictures
ever since.
The remarks I get most often from
them are “How did you get him or her
to sit still? That is the best picture I
have of my pet.” So this is also a
rewarding part of the pet sitting
business for me.
What are some of your favorite
things to photograph?
Well I like to take pictures of
everything, but my favorites are
candid companion pets and sports
cars at race tracks – my other hobby is
racing a classic 1971 Porsche 911.
What is the most rewarding
aspect of pet sitting?
What was your favorite part of
the 07 NAPPS Conference?
It’s like therapy being with the animals
– I just love taking them for walks and
teaching them tricks when the
weather is too bad to walk them. I also
do basic dog training and it is very
rewarding to meet a new puppy and
train it and watch it grow up to be a
super companion pet.
It was my first conference so
everything was interesting to me. If I
had to pick a favorite it would be the
speaker that talked about nutrition.
What is the most challenging?
People are much more difficult to
work with, too much lighting to set up
and you have to deal with most
people who are not very photogenic.
Animals on the other hand, live in the
moment and don’t have the issues
that humans do when it comes to
taking pictures. All of my clients get
candid portraits of their pets as a
thank you for doing business with me.
When a client is not honest with you
about their pets. I think I’m pretty
good about my interviews and can tell
about the temperament with their
pets, but I have been attacked and
bitten because the client was not
totally honest with me.
The NAPPS Network • 8
In your opinion what is harder
to photograph: people or
animals?
Do you have any special stories
about a picture you have
taken?
During one pet sit, one of my client’s
two dogs was sick and on serious
meds. The next day I decided to take
their picture. The following day, my
client got home from vacation and
had to take her pet to the vet and put
her dog down. That day, my wife
stopped by my client’s house and left
the picture I had taken of her loving
pets together in her door. The
comments from this lady are beyond
words; she just loved the picture and
wanted to know how I had the
intuition to take the picture at that
time, I said I just had a gut feeling that
told me so.
How has NAPPS influenced
your business?
Well my business is still growing and I
need support from a well informed
source and NAPPS is it.
A few more select photographs by Doug Harris of Luv Pup Pet Sitting
Welcome, Corporate Sponsors!
NAPPS would like to welcome the following corporate
sponsors and thank them for their support in 2007…
Pets Best
Pets Best is committed to providing you
with the best pet insurance in America,
designed to meet the needs of your pet’s
medical care as well as your budget. Pets
Best Insurance is located in Boise, Idaho, and was founded
by Jack Stephens, DVM, who holds more than 25 years of
experience in the pet insurance industry.
Dog.com
Dog.com carries the most
comprehensive selection of
dog supplies online, at the
lowest guaranteed prices. By
listening to customer feedback, Dog.com has developed a
broad product base where owners can find everything for
their pet, whether it’s a chihuahua or a great dane.
Full Petential
Full Petential’s aim is to
create products that
allow pet sitters to be
the best they can. The
company has gone to
great lengths to develop treats so delicious they are almost
addictive. Their belief is that when you buy Full Petential
products you could not treat your clients’ pets any better.
Power PetSitter
Power Pet Sitter is a unique business
management tool for pet sitters. It
allows pet sitters to manage their
businesses more efficiently and free up
time to focus on what is most important in your business –
your clients. It is easy to use and Web-based. You don't need
to download, install, or configure anything (no IT
department required!). All you need is a Web browser and an
Internet connection.
The NAPPS Network • 9
By Simon Peter Alciere
If you use business cards, you've
probably thought about printing your
own. After all, you own an inkjet
printer, a computer, and some
graphics software. How hard could it
be to save a few bucks?
To check out how well this works in
practice, my employees and I
conducted a small experiment. We
created 3 batches of business cards,
using 3 different techniques.
The first technique was fairly
straightforward: We took the
business card down to our
neighborhood print shop, and
asked them to print up some
more. We brought a blown up copy
of our logo, which served as “camera
ready artwork.”The copy shop took
care of the typesetting, proofreading,
printing, etc. It was fairly painless,
although it did involve physically
getting to the print shop. Next time
we'll email them a TIF file. We had
planned on getting 500 cards, but the
price for 1,000 was only a little higher,
so we went with the larger quantity.
The cards took 5 business days,
apparently because they were not
printed on-site, but rather outsourced
to a wholesale printer.
The second technique may
sound unorthodox, but it
worked. We used a custom
made rubber stamp to create
the cards. This was fun, though it
The NAPPS Network • 10
took a while. We also wrecked a few
cards by stamping carelessly.
Finally, we created some cards
on our inkjet printer, an Epson
Stylus C84. There's special software
available for placing the images 10-up
on the page, but we opted to use
Adobe PageMaker, since that's what
we're familiar with. We printed the
cards on Clean Edge Business Card
paper.
All three methods have their
proponents, and none of the methods
was clearly the best choice for
everyone. The rubber stamped cards
were definitely funky looking. If you
work at a bank, don't even think about
it. On the other hand, if you just need
a few dozen cards for your part time
cookie baking business, rubber
stamped cards might be just what you
need to convey the “home made”
impression. Art stamp enthusiasts
often have fun with multiple ink
colors. The more ink pads you have,
the more variety your cards can have.
The cost of rubber stamped cards was
12.4 cents each. Unfortunately, our 8
year-old assistant got bored, so we
aborted the experiment after an hour
and a half, and about 150 cards.
The inkjet printed cards were a little
harder to evaluate. The image was
clear and sharp, and we chose to use
the printer's abilities to mix several
colors and a blend on the page.
However, the designing is not quite as
trivial as it sounds. You can easily end
up designing a card that's too busy.
Also, our first few designs had type
that went too close to the edge. If
you're not a professional designer,
count on printing out some
experiments to look at before you hit
the “Print” button for 200 cards. No
matter how careful you are, however,
you still end up with cards that look
like they were printed on an inkjet
printer. The “clean” edges were still
perceptibly perforated, and the ink ran
a little when it got damp. An informal
poll of small business owners in New
England showed that inkjet printed
cards still convey a “less serious”
impression. Of course, this could be
fine for many businesses, but it
deserves some consideration. All
together, we spent about 3 hours
designing and printing 200 cards. We
saved the design, so next time it could
be quicker.
We expected the inkjet printed cards
to be much cheaper than the
professionally printed ones. That was
before we tallied the cost of ink
cartridges and paper. The paper was
$16.88 online, plus $7.95 shipping, for
200 cards. That works out to 12.4 cents
per card. If you include a 10% waste
factor, the final paper cost is 13.66
cents per card. Then we calculated the
ink cost. Overall, we averaged 42 cents
per page, or 4.2 cents per card. (Each
page had room for 10 cards.) Again, a
waste factor of 10% meant a final ink
cost of 4.62 cents per card. Total cost
for ink and paper was 18.28 cents per
card. An excellent price if you only
need a few dozen, but for larger
quantities, we could do better.
The professionally printed cards were
simple 2 color (black and dark blue
inks) raised printing on an off-white
card stock. The raised printing and
lack of perforations won the thumbs
up from the New England small
business owners. One middle aged
woman observed that “they look like a
real business printed them.”The price
of professionally printed business
cards varied quite a bit when we
called around, so it may pay to do a
little shopping. Remember that you'll
likely use the same printer again in
the future, if only for the convenience.
Most print shops keep your data on
file for quick reordering.
The print shop we chose charged us
$43 for 1,000 cards, which works out
to 4.3 cents per card, or about a 76%
discount from the inkjet printed cards.
Had we chosen to order only 500
cards, the price would have been
$38.00, or 7.6 cents per card. That's still
a savings of 58.4%. More importantly,
we felt we had a good looking card.
While not exciting, it was professional
enough to hand out anywhere.
A few other points to consider:
The price we paid at the print shop
was for a fairly simple job. We didn't
choose, for example, to have solid ink
coverage extending all the way to the
edge (a “bleed”). Nor did we have a
custom color mixed up for us. These
charges can add up, so if your design
isn't set in stone just yet, you might
want to check with the print shop
about their policies. Also, we chose to
do our inkjet printing on specially
made inkjet paper. You can save
money by choosing a cheaper paper,
but we haven't had good results with
any we've found so far.
Our verdict: Go with the method
that's right for you! For the
homemade cookie business, get a
rubber stamp. If you only need a few
business cards, and aren't overly
concerned with appearances, go with
the inkjet method. However, for most
people in business, the professionally
printed business card wins on
convenience, cost, and professional
image.
Everyday Dangers: From Anti-Freeze to Wisteria
By Jennifer McVey
Dogs have been “man’s best friend” for
thousands of years. Since dogs watch
over their owners, it’s only right that
dog-loving humans keep their pets
safe in return. And if they can’t, it’s up
to pet sitters who take care of pets in
their absence.
As you know, dogs have a keen
curiosity. Take a look at your client’s
home from a puppy’s perspective and
you’ll likely find all sorts of interesting
items to check out. You may not
realize that dogs first sniff, then mouth
things to inspect them. So it’s
especially important that you keep
the following out of a dog’s reach:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
anti-freeze
ashtrays and cigarettes
batteries
candles
foodstuffs like: chocolate and
grapes
housecleaning chemicals
insect traps
medications
open doors and windows
ornaments
phone and electric cords
plastic bags
rubber bands
uncovered trash cans
valuable items, like jewelry,
photos, and books
Don’t forget the great outdoors when
inspecting a dog’s area. If your job is
to let a pet outside to relieve itself, try
and think like a dog. Plants that
dangle or are bright like toys may be
poisonous when ingested. Because of
this, make sure the plants in and
around your clients’ homes aren’t
health risks to dogs. The following
common house and garden plants are
toxic to dogs:
•
•
•
•
•
•
•
•
azaleas
boxwood
caladium
chinaberry trees
dieffenbachia
elephant ear
English ivy
holly berry
•
•
•
•
•
hydrangea
mistletoe
oleander
philodendron
wisteria
Many dogs try to dig out under the
fence, so it’s crucial you regularly
check for gaps around the fence
perimeter.
Use these simple tips to keeping your
clients’ pets safe during the summer
months!
The NAPPS Network • 11
Tricky Ticks: How to Safely Remove Them
How to remove ticks:
how badly the tick may wish to leave
quickly, it simply can’t. A burning
cigarette may kill the tick but won’t
make it fall off. Ticks can live without
air for a long time, so attempts to
smother it allow disease transmission
to continue for several hours.
Anything that upsets or harms the tick
without removing it can theoretically
cause the tick to regurgitate its
stomach contents back into the host,
increasing the likelihood of disease
transmission.
Being careful not to squash the tick,
grasp it by the head with fine-tipped
curved forceps and slowly pull
straight out.
How not to remove ticks:
Don't remove the tick with your
fingers. In many areas of the country
the tick is likely to be carrying lyme
disease or other pathogens that can
harm humans.
Don't squash the tick.
The spirochete that causes Lyme
disease hibernates in the tick’s
intestine, sometimes for years, waiting
for a signal that a new host is
available. This signal, an influx of fresh
blood, triggers an enormous increase
in the spirochete population. After
filling the intestine, spirochetes move
to the salivary glands and enter the
their new host along with
anticoagulants and anesthetics
produced by the tick. Squashing the
tick spreads spirochetes everywhere.
Don't try to burn the tick or
smother it with Vaseline etc..
Once that tick is firmly fastened in
place, it takes time for the tick to
detach itself and depart. No matter
Don't twist the tick out.
Ticks aren’t threaded. Your best
chance of removing the head is
pulling straight out with steady
traction. Twisting invariably leaves the
head behind. Because tick-twisters
don’t feel the head break off they
think it has been removed.
Pet Sitter Liability: A Pearl of Wisdom ©
By Zandra Anderson
Pet owners in the United States dote
on their animals more and more.
Americans have embraced the family
dog or cat for years, but there are
some significant changes in our
families. Single people represent the
fastest growing demographic in the
country. People are living longer
viable lives, and some couples are not
having children.
Pets have become significant family
members for singles and couples
without kids, and are a welcomed
addition to parents whose kids have
left home. Pets have become a great
source of companionship for older
people who are now living much
longer. Barney, the President’s dog,
even has his own web page.
The pet industry is a multi-billion
dollar concern in the U.S. and is
growing despite fluctuations in the
economy. People oftentimes take their
pets on vacation and trips, but in the
instances that they cannot, they
agonize over what to do with them.
An increasing number of people
The NAPPS Network • 12
prefer leaving their animals in a home
environment opting to employ pet
sitters rather than taking their animals
to a kennel. This is a real boon to the
pet sitting industry, but with it comes
some real concerns.
People who cherish their animals and
will likely be your best clients are the
same people who may sue you if
something happens to their beloved
pets while in your care. Pet sitters are,
after all, entrusted with family
members.
The following are the three main areas
of concern for pet sitter liability
including suggestions to protect you
from a potential lawsuit:
1. The Pet Escapes and Gets
Injured or Killed. This is the worst
nightmare for any pet sitter. This is like
failing Pet Sitting 101—containing the
pets. Safeguards to prevent animals
escaping should be known by any pet
sitter and carefully heeded. No one is
perfect, so if you can establish that
you took all reasonable steps to
prevent the animal from escaping,
then you are protecting the pets and
yourself.
So, what do you do if the unthinkable
occurs? Go into action immediately to
find the pet. Post signs, search
immediately, and network with
neighbors and shelters for the safe
return of the animal. This is a must, not
only on a human level, but if
something untoward does happen,
you will be able to establish that you
took every possible step to ensure the
safe return of the animal.
In most states, pets are property, so if
the pet is killed while out, you may be
liable for the cost of the pet if it is
established that the death of the pet
is the result of negligence on your
part. In some cases, the value of an
animal can be increased if it has some
special quality such as being a therapy
dog, or a champion animal that was
used for breeding.
If a pet is injured while in your care,
you may be liable for the cost of vet
care. Almost all states do not
recognize a cause of action for mental
anguish of the owner due to the loss
or injury to their pet. I think this will
gradually change reflecting our
society’s esteem for our pets.
2. The Pet Injures a Person or
Another Animal While in Your
Care. In the case of a pet that
escapes, there could be potential
liability if the animal injures someone
or another animal while at large. That
is why it is so important to carefully
enter the property so that the animal
does not get loose. If you can enter a
fence before entering the house, you
have a back up safeguard, the secured
fence. If it is possible to section off the
house so that the animals can’t greet
you at the door, then this is another
safeguard that can be utilized.
If an animal causes injury to someone
or another pet after escaping from the
house, you may be liable if it can be
established that the injury was the
result of your negligence. The key
question in most jurisdictions is
whether or not the animal was
negligently handled. You do not have
to be the owner to be liable for the
actions of a dog.
In the case of the overly exuberant
dog, it is particularly important to
make sure he stays secure because
there can be liability for a dog
jumping on or scratching someone,
even if the dog was only giving an
overzealous greeting. A dog does not
have to bite to create potential
liability for the handler. In fact, there is
case law finding a dog handler liable
for injuries caused to someone in the
process of getting away from a
lunging dog. The dog never touched
the person.
3. Failure to Render Care. Make
sure that you have an agreement in
writing regarding how you can obtain
veterinary services for your clients’
pets in their absence. If an animal in
your care is exhibiting any signs of a
compromised condition, then waste
no time getting him to a vet. It is
better to err on the safe side.
A case could be made for negligently
failing to provide timely medical
treatment if an animal becomes ill or
is injured while in your care.
Remember that most cruelty statutes
have provisions requiring the owner
or possessor of an animal to render
care. While a pet sitter is not the
owner, they certainly are the
possessor of the animal in the
absence of the owner.
Those are the three main ways a pet
sitter can become professionally liable
for animals in their care. Prevention is
always key to avoiding these
malpractice concerns. Here are 10
ways pet sitters can shield themselves
from potential liability:
1. Enter the door of the dwelling in
the most secure fashion, like after
entering a secure fence. Use the
backdoor if this is safer.
2. Use caution when opening the
door because dogs can be
excited when they are left alone.
Cats can be waiting to sneak out
when they hear someone at the
door.
3. Be very familiar with how to get
an animal returned if it does get
out—posting signs, networking
with shelters and neighbors,
searching the area.
4. Know all the shelters, including
animal control facilities, in your
area with which you will need to
network if a pet does get out.
5. Be prepared to make signs at a
moment’s notice. Keep cardboard,
tape, markers, and plastic zipper
bags so you can make and post
signs in a hurry.
6. Make signs with huge lettering so
they are easily read. Put them in
clear, plastic zipper bags putting
the zipper part at the bottom.
This ensures your sign will be
protected from rain or snow.
7. Have your clients supply you with
a list of neighbors and friends as
contacts in the event of any
problems not only with the pets,
but also with the house.
8. Have the client supply in writing
all identifying information
regarding the vet they would like
you to use in the event of a
problem, including all known
medical conditions of the animals
in your care.
9. Have the client arrange in
advance with the vet for payment
for any vet care that needs to be
rendered in the owner’s absence.
10. Have a good rapport with your
clients and communicate. Give
them a quick call during their
absence to let them know all is
well. Facilitating a good
relationship is beneficial if anything ever goes awry.
A good friend of mine lost her
beloved dog because she got out
while in the care of a pet sitter. Sadly,
her dog was killed by a car. How this
occurred is still baffling, but it did. She
never sued the pet sitter, but she also
has never gotten over the loss of her
dog. She still cannot mention Pearl
without tears welling up in her eyes.
Forget liability. No pet sitter wants to
be in the situation of causing untold
grief from the loss of a pet. If you take
the precautions outlined above, your
liability as a pet sitter can be virtually
eliminated and you will never have to
have that dreaded conversation with
an owner.
Dedicated to
Pearl with hope
that her story
will save others,
and that no
owner or pet
sitter will ever
have to endure
such a tragic
loss.
Zandra Anderson is a trial attorney
licensed in Texas and Colorado. She also
practices animal law with an emphasis on
dogs and cats. She has recently written the
Texas Dog Law Manual (and Kitties, too)
which is the first legal treatise in Texas
devoted to dogs and cats. She has
presented the Texas Dog Law Seminar
(and Kitties, too) which is the first legal
seminar in Texas dedicated to dogs and
cats. The last one was in December at the
Austin Convention Center following the
seminar of the Dog Whisperer, Cesar
Milan. She resides in Houston, Texas, and
shares her home with her beloved dogs,
Peggy and Zeus. Her website is:
www.TexasDogLawyer.com .
The NAPPS Network • 13
Three Steps to a
Friendly Web Site
By Robert Blakeley
SEO, or search engine optimization, has been capturing the
attention of marketers for some time now. SEO involves two
approaches:
1. Paid search, where marketers pay for their listing to
appear when certain search words are used.
2. Organic search, where the marketer optimizes a Web
site to appear as high in the search results as possible.
In 2005, we at the Direct Marketing Association in New York
conducted some experiments in organic search. These were
based on recommendations in Search Marketing Demystified: A Marketer’s Ultimate How-to Handbook for Prime
Positions and Conversion, produced by the DMA’s Search
Engine Marketing Council. We put our own book’s practices
to the test and achieved real results without spending
anything but staff time.
Our plan: to choose a few phrases we thought people
might type into a search engine that should lead them to us.
Our goal: to see if we could make one of our Web site’s
pages show up on the first page of the search results for
each phrase.
Our process: the three steps below.
Step 1: Choose the phrases we wanted to use
and the pages we wanted to be found.
First, we focused on search phrases rather than just single
search words. According to Search Marketing De-mystified, 30
percent of users search by two-word phrases, and 24
percent search by three-word phrases. The reason is simple:
One-word searches return too many irrelevant results.
Next, we made sure we were using phrases people actually
used, not vague “market-ese” or company-specific jargon. We
did this by using Word Tracker, a tool that allows one to see
how often a set of words is requested in search tools such as
Google and also suggests alternative words and phrases.
This allowed us to drop phrases that we thought were
important but were of no interest to the outside world.
Here are the phrases we finally selected and the original
results in Google:
Phrase
Ranking in Google
1. Direct Marketing
Page 1, Position 1
2. Marketing
Page 2, Position 4
3. Marketing White Papers
Not in first 5 pages
4. Marketing Research
Not in first 5 pages
5. Marketing Events
Not in first 5 pages
6. Marketing Conferences
Page 4, Position 5
7. Marketing Seminars
Not in first 5 pages
8. Marketing Jobs
Not in first 5 pages
The NAPPS Network • 14
Step 2: Look at the structure of our Web site to
be sure search engines could find the designated
pages.
Search engines have trouble reading pages with four
characteristics:
· The pages are built with frames, a way of coding pages
that allows for a persistent header or left-bar
navigation. We at the DMA don’t use frames. Instead, we
use Includes – a way of adding snippets of information
from other files to achieve the same effect. Includes are
search-engine friendly.
· The sites have content deeply nested in tables. Sites
with complex layouts sometimes need to use tables
within tables within tables to achieve their look and
feel. The actual content the search engine needs to find
can be buried very deep within that nesting. We keep
our layout simple so our content, while in a table, is not
deeply nested.
· The sites use flash, a kind of Web format developed by
Macromedia. Flash is popular for sites that like to do
movie-like presentations or page design that normal
Web coding will not handle. We do not use flash.
· The pages are deeply linked within the site. Our site is
built flat and wide so most pages are found within
three clicks of the home page.
Our existing page structure appeared to be search-engine
friendly.
Step 3: Modify the tags and copy on pages that
would affect search-engine ranking.
Meta tags are code that appears at the top of Web pages.
They are mostly unseen by the user but used by search
engines to index and rank pages. The ones that concern
search-engine marketing are:
· The Title tag, which contains the title of your document.
This shows up as the linked title of the page in the
search results. It also shows up at the very, very top of
most browsers, above the File, Edit, View options. We
were careful to incorporate our phrases, where sensible,
into the title of our pages.
· The Description tag, or description of your document.
This shows up after the page title in the search results
of many search engines. Again, we tried to incorporate
our phrases into the description, remembering that
people would be reading them. We made the
descriptions syntactically correct English sentences. A
search engine will use only a limited number of
characters, so we consciously tried to eliminate spacewasting marketing adjectives and jargon.
· The Keyword tag is a list of comma-separated words
and phrases that are important to the document’s
content. These are the words users might type into a
search engine to find specific content. We made sure to
use about 20 words, as Search Marketing De-mystified
suggested. Again, we included the key phrases we
wanted to test.
As needed, we also altered the body copy – the part users
see in their browser. Where possible, we used our selected
phrase, or a part of it, in the page title (the one users see on
the page, not the meta tag title). We also tried to use our
words at least twice within the text on the pages.
Phrase
Ranking in Google
5. Marketing Events
Page 1, Position 1
6. Marketing Conferences
Page 1, Positions 2, 8 & 10
7. Marketing Seminars
Page 1, Positions 1 & 2
8. Marketing Jobs
Page 1, Position 5
We made changes in our meta tags and body copy over
time so we could see the results of specific changes. It
appeared that the changes influenced a page’s ranking in
the following order:
1. The body copy
2. The meta tag titles and descriptions
3. The keywords
Our experiment’s results
It took about two weeks for the changes to begin to show
up in Google’s search results. The pages began to appear
higher and higher in the results over about four months.
Here are our selected phrases and the results in Google four
months after we made our changes:
Phrase
Ranking in Google
1. Direct Marketing
Page 1, Position 1
2. Marketing
Page 1, Position 2
3. Marketing White Papers
Page 1, Position 1
4. Marketing Research
Not in first page
Our experiment took some careful thought and a little work,
but we were pleased that some of the simple things
recommended in the Search Engine Marketing Council book
worked so well. In fact, our success exceeded our
expectations. And we did not need to pay a huge amount of
money to achieve these first-page results.
Robert Blakeley is director of Internet development for the
Direct Marketing Association in New York City. More of his
articles are available on his Web site. E-mail:
[email protected]. ã 2005 Robert Blakeley.
A New Way to Network
By Gerry Abernathy, Gerry’s Pet Sitting Service
On February 17, 2007, the 6th
annual Animal Fair was held in
Tucson, Arizona. This Fair was
sponsored by SAFE (Saving
Animals from Euthanasia) and
provided an opportunity to
become familiar with various
pet-related services and
businesses. There were animal
exhibits, demonstrations,
vendors, and rescue animals.
same for me. By the end of the
day, we were talking to clients
for one another to provide
faster service so we could talk
to the next person in line. If the
client lived in the gray area
that either of us could service,
we would give them both
brochures! It was a busy and
an exciting day for us.
We provided brochures,
business cards and treats for
I combined forces with Shelley
their dogs, cats and/or birds
Seyfried-Bourg, PSI member,
owner of Meow, Woof and
but most of all, we provided
the pet owners with a sense of
Tweet, and shared a booth.
NAPPS member Gerry Abernathy (left), owner of Gerry’s confidence that we would provide
Although we belong to different
Pet Sitting Service and Shelley Seyfried-Bourg, PSI
“professional pet sitting” just like our
organizations, we met through local
member (right), owner of Meow, Woof and Tweet,
sign stated.
networking efforts and discovered
combined forces and shared a booth at this Fair.
that we share similar work ethics.
Although we have not formed a
We focus on providing the best care
partnership, we have become fast
for our clients and their pets and not
At the Fair we had people waiting in
friends and are looking forward to
on being competitors. She and I
line to talk to us about pet sitting and
sharing a tent at the 7th annual
service different areas; however, in
since many had their pets with them,
Animal Fair in 2008!
cases that overlap, it is not unusual for
this was a real plus for us. If the person
Shelley to do the morning visit and
lived in Shelley’s area, I would tell
me to do the evening visit since she is
them to talk to her and she did the
a morning person and I am NOT!
The NAPPS Network • 15
Becoming a Customer Service Specialist
By Christi Fries
I can’t imagine anyone getting into a
pet-care services business if she
wasn’t passionate about working with
animals. However, professional pet
sitting is not 100 percent dogs, cats,
rabbits, and reptiles. We depend on
pet owners, as much as the animals,
for our livelihoods. With more than 25
years as a Customer Service
Professional, I hope to offer some
insight into how to integrate your pet
care skills with new insight into the
human element of our industry.
Okay, we know better – throw in “the
way an animal communicates!”We
read the body language of our animal
friends every day – the position of the
tail, the ears, and the
crest. We watch the
crouch, the “Halloween
pose,” the raised hair
on the spine and make
split second decisions
on how to proceed
with handling and
care.
So You’re an Animal Person?
I recently had a 120 pound Labrador
retriever stay at my house; he and his
dad were new clients and had passed
the initial interview.“Chester” had a
large vocabulary of whines, some of
them for attention, some of them for
“take me out I’m bored,” and another
Not many animal caretakers would
consider themselves as a “people
person.” Every vet tech, dog walker, cat
sitter, and kennel owner I’ve ever
interviewed replied that they ended
up on this career path because they
identified themselves as an “animal
person.”We are a group of sensitive
souls called “empaths.” However, we
can’t reserve our sensitivities
exclusively for animals and expect to
succeed as people professionals, and
customer service specialists!
Let’s go back to that word – empath.
My Webster’s Dictionary defines
empathy as “the intellectual
identification with, or vicarious
experience or the feelings, thoughts,
or attitudes of another.” In our world,
being an empath means that we can
feel and interpret the emotions and
needs of another being, seemingly
without the benefit of a shared
language or vocabulary. We intuit
when a 12-year old German
shepherd’s hips hurt, just by reading
the look in his eyes and looking at his
stance. Have you ever cried while
shopping for kitty litter at your local
pet store, all because you couldn’t not
go see the cats and kittens in the little
plastic cubes, dreaming of forever
homes and catnip and sunshine?
That’s the empathy in you.
Tails That Talk
How much of your empathy is based
on the body language you see? Body
language is described as “the gestures,
poses, movements, and expressions
that a person uses to communicate.”
The NAPPS Network • 16
to you with their posture and moves,
just with a different vocabulary than
their pets do. We already know how to
talk to the animals, but we need to
learn how to “listen” to their
people. After all, who writes
the checks?
The Two Headed
Monster
Before we can talk about
customer service, we need to
identify the customer. All of us deal
with two very different clients
everyday. I know your first thought
was “yeah, the nice ones and the
needy ones!” But your two types of
customers are internal customers,
and external customers, and in every
instance you are selling your services
to both internals and externals.
Internal customers are the people
that work for you; i.e. as employees,
independent contractors and
vendors. Anyone you pay to perform
a service on your behalf has to enjoy
working for you and with you, or the
relationship will not last. Unless you
enjoy frequent turnover, your respect
for your mutual internal relationships
must speak louder than your money.
one for “I really gotta pee!” If I had just
matched up that last kind of whine
with the “potty dance,” I could have
saved myself the two hours it will take
me to steam clean the carpets this
weekend. My empathy is always there,
I just missed the body language!
We “animal people” truly have the
advantage in becoming savvy in
stellar customer service, if we just
apply our innate empathy towards
reading people! Human body
language has been studied in depth
in the corporate world for decades; it
says more than your résumé at an
interview. Every professional sales
person already knows if she’ll get the
sale or not; she reads the way your
arms are crossed, what your eyes are
focused on, and a myriad of your tiny,
fidgeting gestures. People are talking
We’ve all had bad bosses, and we can
all share some horror stories of why
we decided the money was not as
important as our sense of self respect.
One of my worst bosses made me
carry a pager (and eventually a cell
phone) to the restroom with me, to
ensure I could always be found! He
simply didn’t care about my needs,
even though it was in his best interest
to treat me with respect.
Who’s The Boss?
Think about what you, as a natural
empath, can do to improve your
relationship with your internal
customers. What body language do
your employees or IC’s demonstrate?
What time of day do you call/e-mail
them, and do you have respect for
what little personal time they have?
Do you acknowledge the wealth of
other-industry experience your
people bring to your business, be it
The following takes place
between 11 am and 12 pm
Note the body language above!
Hands-on-hips is an open, welcoming stance.
Folded arms – closed stance – signals
disbelief or defense.
software skills, a talent with numbers,
a Blackberrry full of local print media
marketing gurus? We all came to the
pet care industry with a love of
animals, and we all arrived here on
different paths. You have the right to
run your business the way you see fit,
but remember your internal
customers look up to you for
providing them with a unique
opportunity to make a living from
their empathetic talents. Please be
professional enough to remember
that respect is a condition of being
honored. It is a skill and that most
supervisors have to be continually
aware of, and to practice, to avoid
frequent turnover and loss of diversity
in skill sets.
There will be times when you need to
correct, reprimand, or disagree with
Internal Customers. Think before you
speak, plan before you hit “send.”
Look at your language – if you include
a criticism, have you offered the grace
of a solution that if the situation was
reversed, you’d find acceptable? Have
you given the employee, IC, or vendor
a chance to offer their version of the
incident?
Never say anything negative in an email where tone and intent could be
misconstrued. If in doubt – send
yourself a draft of your complaint, and
see what your own reaction is. Think
ahead and anticipate what your
internal customer’s reaction will be to
your action; what is the true cause of
the problem, and what are the current
and future effects?
Protect Your
Investments
Your internal
customers may
represent a larger
investment than
your external ones
do! Think of all the
resources you put
into recruiting,
training, rewarding,
and retaining all the
people that make
your business work.
3 years ago I arrived at the Cheevers’, a client that normally
crated his pound hound, as the dog had separation anxiety.
The pooch had been left out of his crate as a test run to
freedom, but chewed his way through the front door trim in
an effort to try and follow his owner. After I looked in the
dog’s mouth and checked his paws for wood splinters, I left
messages for Mr. Cheevers on his cell phone (external
customer) as well as one on the cell phone for Jane, the petsitting company’s owner (internal customer) full of details on
what had happened; asking for advice from both. Did they
want me to take the dog to a vet in see if he had ingested any
of the wood?
Mr. Cheevers called me back within minutes, thanking me
for the info. By then the pooch and I had gone for a quick
walk and I had set the crate back up. He had also called Jane
on the office number, and thanked her for my “quick solution
to the emergency.”
However, Jane never checked her cell phone. She later called
me from her office, and screamed at me three separate times
for hiding a problem from her. What I remember most about
that incident is that Jane never apologized, and over time my
sense of self-worth was greatly diminished by similar
incidents.
I remember a quote from a small business-related magazine,
that went something like “People don’t leave companies,
people leave people.” If you don’t value your internal
customers, they can fire you too.
Did you catch that part about
“rewarding?”What is your program to
reward your “keepers?” Rewards are
the little things that really matter to
those of us that experience rare
human contact in our days. Small
notes and cards of recognition for
jobs well done, emergencies smoothly
resolved, meaningful holiday gifts, like
new ADC maps of a sitter’s territory or
a great pair of gloves.
I personally have business cards
printed up for every one of my IC’s;
they are shocked that I would give
them titles! I feel that’s the least I can
do – to spend $40 for 500 cards – to
show them that I’m willing to invest in
their professional image and sense of
self-worth.
Somewhat Satisfied…?
Your external customers are the ones
that your business exists to serve,
those that pay you to perform a
service they can’t or won’t handle on
their own. These clients must not only
feel valued by your company and the
internal customers that represent you;
they must also feel there is a value to
what you provide.
Even though you may not be the
person providing the actual physical
labor, everyone with any involvement
with this external customer must
constantly evaluate the relationship.
Just because the pet owner writes a
check every week or month does not
mean that they are excited to have
you in their lives, it just means you
have provided at least the bare
minimum of acceptable service.
In the late 1990’s I was the Customer
Service Coordinator for multi-million
dollar building materials distributor.
The materials manufacturer would
send out thousands of Customer
Satisfaction Rating surveys (CSR’s)
each year, and one of my
responsibilities was to review every
returned survey for compliments and
critiques. Customers rated our
products and services on a 1-to-5scale:
• Very Satisfied
• Somewhat Satisfied
• Satisfied
The NAPPS Network • 17
• Somewhat Unsatisfied
• Very Unsatisfied
Internal customers (employees) were
given annual bonus and rewards
based on the number of “positive”
CSR’s received.
Here’s the surprise – unless the
customer checked off “Very Satisfied,”
the survey was considered as a
“negative” mark. Here’s the reasoning
behind their thinking and why I run
my business as if I still read those
comments everyday: If whatever
product or service the customer
received didn’t “knock her socks off,”
how could you be sure she would
return, much less recommend? Unless
that client knew in her heart that you
were the best provider out there, well,
you simply weren’t! And maybe that
customer is ready to check out what
else and who else is offering what you
do.
The NAPPS Network • 18
If your external customers have never
met you personally, nor have ever
received any acknowledgement of
your thanks for choosing your
company, what vision of your
management do you think they have
in their minds? For that matter, did
your external customer hire a person,
or a company? Have you, or how do
you, create an atmosphere of mutual
respect, admiration, and validation
that all involved are enjoying the
continued relationship?
Your internal customers are your key
to keeping your external one. They are
your front line, they are your future.
Their success is your success.
Five years ago I met Margaret, the
owner of Precious, a bichon frise.
Margaret told me “Precious is easy to
take care of, I’m the high-maintenance
one!” Never a truer word was spoken.
But Margaret always pays on time,
leaves me wonderful thank-you notes,
hot chocolate on cold days and a
refrigerator full of ice cold bottled
water on the sweltering ones. And
everyday, Margaret arrives home to
find a highly descriptive tale of
everything Precious and I explored,
saw, ate, and enjoyed with our time
together. She knows that she and her
beloved pet are getting more than “30
minutes and a leash;” Margaret knows
that I am empathetic in all things
Margaret and Precious. I talk to both
the owner and the dog everyday,
using two different “languages,” and
they both know I hear the one they
are speaking.
Christi Fries lives in Central Maryland with
four rescued feral cats, and her husband!
With a degree in Business Management
and 25 years of experience with in-home
customer service industries, she is the
owner of Terrapin Pets, LLC, a full-service
pet-care company with 3 IC’s. Please find
more information at
www.terrapinpets.com. E-mails are
welcome: [email protected].
New NAPPS Members
NAPPS Would Like to Welcome the Following
New Members (as of February 9, 2007)
Arizona
Angela Carlson, Cloud 9 Pet Sitting, LLC, Scottsdale
Mary Ellen Magiera, Furr-N-Purr Pet Sitting, Sun City
Stella Paolini, Stella Amore Pet Sitting, Sun City West
California
Annette Burkart, The Dog Trotter, Encinitas
Andre Dominique De Witte, My Dog & I, Los Angeles
Stanley Fureby, Contented Pet Care, Sacramento
Margaret Grundman, Pups on the Go, San Diego
Stacy Hallett, The Pied Piper Of Pooches Pet Services, Concord
Phyllis Hanniver, Sacramento
David Harelson, Waggy Walkies, San Francisco
Janet Kucera, Belly Rubs Pet Sitting, Concord
Deirdre Kurnett, SwishPetCare, North Hollywood
Cherie Linnemeyer, LAD'S & LASSIE'S Pet Care Service, Los Alamitos
Molly Locklin, Molly's Pet Care, Berkeley
Sarah Marshall, Very Important Pets, Aliso Viejo
Stephanie Miller Frazer, Precious Pets, Venice
Cynthia Otero, Paws On The Run, Los Angeles
Judith Plank, Animals We Love, Davis
Quincey Roxburgh, Professional Ranch Sitters, Wilton
Melody Runyon, Trusted Friends Pet Sitting, Sacramento
Lisa Sheaffer, Joshua Tree
Jodi Steyer, Releash the Hounds, Oakland
Susan Swanson, Sonoma Dog Walkers, Petaluma
Annette Taylor, Pets in the City, Vacaville
Peggy Toledano, Dogstar Pet Care Service, Costa Mesa
Shawn White, Sittin Pretty, Mountain View
Colorado
Shayna Jones, Miss Gatos Pet Sitting, Lakewood
Jenna Jordan, Happy Paw-Pawz, Denver
Susan McIntyre, PlayTime Pet Sitting, Colorado Springs
Lara Minichiello, Boulder Valley Pet Sitters, Boulder
Adrienne Morgan, Yip Yap Pet Sitters, Littleton
Dana Williams, Wags and Whiskers Pet Care Services, LLC, Denver
Jennifer Shulman, North Port
Thomas Sousa, Red Dog Canine Concierge, Inc., Plant City
Lou-Ann Thalacker, Plantation
Lane Williams, Pawsitive Lifestyle, Dunnellon
Georgia
Sharon Beamon, Covington
Ann Dunn, All My Lovin' Pet Sitter Services, Suwanee
Christi Grace, Sugardrop Farms, Newnan
Sarah Johnson, Pampered Pet Care Of Atlanta, LLC, Alpharetta
Terri Morris, Tyrone
Alicia Spurling, Alicia's Animal Alliance, LLC, Lawrenceville
Hawaii
Morgan Kunitomo, 'Happy Tails,' Lahaina
Idaho
Marie Corbit-Hartman, The Pet Nanny, Hailey
Illinois
Jessica Bannister, Chicago
Karen Eiche, Big City Pet Pals, LLC, Chicago
Philip Horwich, Your Pets Buddy, Chicago
Richard Kaminski, Rich's Happy Tails Dog Walking Service, Elk Grove Village
Jennifer Matyskiel, Tinley Park
Maura Melville, Mattie's Pet Sitting Service, Orland Park
Janet Piraino, Just Kats, Des Plaines
Melinda Wiegel, Cozy Corner Pet Sitting, Mahomet
Indiana
Sandra Jones, Romer's Keep, Bloomington
Christina Melson, Purrs and Gurrs, LLC, Mc Cordsville
Kansas
Irene Rupert, Red's Caring Hands, Wichita
Louisiana
R. Bentley, Tender Loving Pet Care, Mandeville
Massachusetts
Washington, D.C.
Ann Marie Ducey, ‘A Dog's Best Friend’, Dedham
Nina Dwyer, Boon-Dog Saints, Chestnut Hill
Deborah Featherston, Life's Little Details, Haverhill
Pam Stirk, Prancing Paws Pet Sitting, Blackstone
Susan Woolf, Urban Dog Adventure, Somerville
Ann Gaynor Zapun, Sturbridge Pet Services, Sturbridge
Nickolas Beck, K-9 To 5...and More, Washington
John Seager, Brighter Days, Washington
Maryland
Connecticut
Joanne Sale, Happy Tails Petcare, Guilford
Delaware
Gertrude Springer, Tootie's Poop Patrol, LLC, Lewes
Florida
Christine Barlow, An Aussie Pet Sitter, Tampa
Danielle Baumann, MVP Pet Sitters & Day Care, Royal Palm Beach
Michelle Caravella, Shelly The Softie, Hollywood
Vivian De Armas, Pooch & Kitty Care Services, Inc., Miami
Vladimira Dietrich, Pet Nanny 911, Fort Myers
Ileana Draschner, Happy Paws Pet Sitting Service, Inc., Miami
Susan Foerster, G&S Pet Services, Cocoa
Jennifer Graham, North Pinellas Pet Sitters, Inc., Palm Harbor
Jeanette Jolly, Away From Home Management & Pet Sitting, Naples
Helene Kennedy, The Pet Nanny - A Purr-fect Place Petsitting Service, Brandon
Diana Kerskie, Round the Bend Animal Care, Naples
Steven Kraus, PetPals of Hunter's Creek, Orlando
Katherine Marco, Dog Nanny and Cats Too! Inc., West Palm Beach
Nick & Cody Melfi, Melfi Farm Alpacas & Poodles L.L.C., Fort Myers
Bertha Menendez-Garcia, Sitting Pretty Pet Services, Miami
Caitlin Nichols, Hakuna Matata Pet Services, Tampa
Christine Payne, Christine's Pet Sitting, West Palm Beach
Denise Purificato, A Best Friend Pet Sitting, Delray Beach
Marilyn Rodriguez, Pet Buddy Plus, Royal Palm Beach
Laura Rubin, Adogable, LLC, Riverview
Eden Crane, Eden Crane, Chevy Chase
Jo Dugi, Upper Marlboro
Tom Hughes, Chevy Chase Pet Service, Chevy Chase
Brandy Klein, BEK Petsitting, LLC, Baltimore
Sharon Mitchell, Bow Wow Pet Care Services, Clinton
William Schick, AAARF Pet Services, Edgewater
Evan Taff, Walks N Love, Gaithersburg
Michigan
Jennifer Emmitt, At Your Pet's Service, Warren
Robin Weidinger, Critter Companions, Clinton Township
Minnesota
Grace Morris, Pet Buddy Plus, Minneapolis
Missouri
Sandy Hurd, Sandy's Tailwaggers, Joplin
North Carolina
Paula Dietrich, Lucky Dogs, Huntersville
Bonnie Myers, Bonnie's Pet Sitting Service, Mebane
Angel Sanders, Angel's Pet Sitting and Home Care, Hubert
Laurel Shields, The Delighted Dog, Raleigh
Cari Leigh Sinigaglia, A Stroll In The Park - Pet Sitting and Dog Walking, Cary
Judy Sloan, AIMat Pet Home Care, Wake Forest
The NAPPS Network • 19
New NAPPS Members
New Hampshire
Texas
Christine Lucier, Helping Hands Errand & Pet Services, LLC, Portsmouth
Mary Moreau, Sublime Wellness, Exeter
New Mexico
Gina Adams, Scoopy Doo and The Pet Nanny Too, Lubbock
Melisa Blair, Pets-At-Home Petsitting, Fort Worth
Melissa Brandow, Keep Austin Furry, Austin
Karen Cockrill, Waggin' Tailz, League City
Cindy Funderburke, Houston
Stephen Hopper, Companion Pet Services, Dallas
Pamela Howell, Pam Loves Pets, Mc Kinney
Dana Jones, Dana's Pampered Pets, Houston
Colleen Keith, Happy Tails Pet & House Sitting W/ Doggie Hygiene, Lakehills
Patrick Phelan, Pet Home Pal, Dallas
Carole Rexer, Cat Care By Carole, Houston
Suzanne Stadler, All Critters Large & Small Pet & House Sitters, Belton
Carma Webb, Carmas Critter Sitters, Quinlan
Margaret Wenzel, Austin
Mark Aspelin, Sandia Park
Claudia Hose, Happy Hearts and Paws, Rio Rancho
Virginia
New Jersey
Vanessa Badger, Zoo Sitters, Cape May Court House
Debbie Coiro, Wagging Tails Dog Walking and Pet Sitting Services, Berkeley Heights
John Crocco, Dog Walking To Do, Somerset
Vivian Davis, The Pet Assistants, Hackensack
Kathleen Hetfield, Wag'n Tails LLC, Lambertville
Cristina Marano, Canine & Company, Warren
Ellen Seigel, Royal Court Luxury Pet Services(tm)
We Treat Your Pets Like Royalty!!, Highlands
New York
Thomas Adams, 101 Paws, Centerport
Deirdre Curran, Curran's Pet Sitting, Port Chester
Debra Gallo, Furry People Pet Sitting, Highland Falls
Naomi Garfinkle, Pet Sitters Club, Inc., Great Neck
Charlene Hibbs, A Gentle Touch Pet Care Services, Spencerport
Penelope Klein, The Cat's Pajamas, Fayetteville
Karen Levine, There Is No Place Like Home, South Hempstead
Lauren Mason, For All 4 Paws, Staten Island
Laura Michel, Custom Pet Solutions, Newfield
Brenda Rivera, Bronxville
Pat Scholl, Prima Donna Pets Plus, Wading River
Ohio
Laura Brown, PETSRME, Alexandria
William Early, Homeward Bound in Home Pet Sitting, Williamsburg
Sarah Finkner, New River Valley Varmints Pet Sitting Agency, Blacksburg
Martha Hage, Cozy Critters, Bedford
Christina/Jonathan Keough, Time for a Walk, Arlington
Kelly Mason, Best Critter Care, Warrenton
Denise Mayer, The Faithful Pet Friend, Woodbridge
Kimberly Osmonson, Hop on Over Pet Services, LLC, Richmond
Kathy Shirley, Sittin' Pretty Pet Salon, Inc., Stafford
Washington
Kyma Czark, Gizmo's Gang, Mountlake Terrace
Karen Palmer, Karen's Pet & Home Care, Seattle
Melissa Rodman, StarBaby Dog Walking & More, Redmond
Kathe Gardner, Dynka's Puppy Playhouse, Amherst
Mark Holton, Holton's Hounds, Dayton
West Virginia
Oklahoma
Wisconsin
Laura McCoy, Carey Pet & Home Care, Edmond
Tricia Werner, Big Sweety's Bakery & Pet Sitting, Black Creek
Oregon
Nakita Chew, Nakita's Pet Sitting, Portland
Sarah Guichard, Eugene
Coralee Lindquist, The Cozy Kitty, Salem
Pennsylvania
Cathleen Kluge, Cathy's Pet Connection, Upper Black Eddy
Susan Senn, Sniffles and Friends Professional Pet Sitting
Services, Philadelphia
Louise Vogeley, And Your Little Dog Too!,
North Huntingdon
Rhode Island
Dorothy DeAngelis, Dotty's Strolling Paws, Cranston
Holly Holmes, Pets At Home - Where They're Happiest!,
Barrington
Tennessee
Garry Barkley, Paws Plus Pet Sitting, Inc., Harrison
Diana Partington, Living With Cats, Franklin
The NAPPS Network • 20
Ruby Ruppel, Parkersburg
National Association of Professional Pet Sitters, Inc.
15000 Commerce Parkway, Suite C • Mt. Laurel, NJ 08054
E-Mail: [email protected] • Website: www.petsitters.org
COMMITTEE APPLICATION
(Print or Type)
As a member of NAPPS, you play a part in the exciting growth of the inhome professional pet care industry, and you have a voice in the
association’s affairs and governance. You can help shape your association by
becoming more involved in the programs and activities that NAPPS offers.
Your time commitment is up to you. You can be involved as little or as much
as you like. By serving on a Committee, you learn new skills and network
with your peers. Get involved today!
Member ID ______________________________________________________
COMMITTEES
t
Benefits Committee
Develops New Member Benefits.
Participates in Certification Program
and Disaster Preparedness Program.
Oversees Ezine, Volunteer Recruitment,
NAPPS Chat List Serve.
Business Name __________________________________________________
Your Name _____________________________________________________
Address ________________________________________________________
City________________________State__________Zip___________________
t
Marketing Committee
Promotes NAPPS and the Pet Sitting
Profession. Assists in preparation of
Annual Conference. Reviews Website.
Solicits Corporate Sponsorship.
Phone ( ____ ) ___________________ Fax ( ____ ) ______________________
E-Mail __________________________________________________________
t
Membership Committee
Oversees Membership Growth and
Retention, Chapter Development.
Please indicate the committees on which you would like to serve:
q Benefits Committee
qCertification Subcommittee
qDisaster Preparedness Subcommittee
q Marketing Committee
qAnnual Conference Subcommittee
qPartners Subcommittee
qPresents 4 Pets Subcommittee
q Membership Committee
Please return completed form to:
NAPPS • 15000 Commerce Parkway, Suite C • Mt. Laurel NJ 08054 • Fax (856) 439-0525