Emergency prevention, planning, & protocols for dog walkers

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This article was originally published in the dog*tec blog. 

Taking care of other people’s best friends means living with the chilling prospect of emergencies. Dog walking emergencies can come in all shapes and sizes, from a vehicle break down to a sprained ankle to potentially traumatic accidents. Out on a trail, an otherwise reliable dog takes off chasing an unknown scent and is lost or hit by a car. Two dogs who normally play well together get into a nasty fight. A dog you are walking swallows a rock or other non-edible item whole. All are scenarios that make dog walkers sweat. But failing to consider and prepare for accidents makes them more likely and will only aggravate an already bad situation if it happens.

Your clients, the dogs, your staff, yourself—everyone is better served by a 3 P’s approach—taking deliberate care to prevent emergencies, planning for their eventuality (life does happen, after all), and having set protocols to follow for each type of emergency to stave off panic and keep things under control.

Emergency prevention

Preventing emergencies is much easier than dealing with them. And preventing emergencies is really a matter of following good dog walking practices:

Set the tone. A dog who is calm and focused on you is less likely to be involved in an emergency. Consistently asking your charges sit to greet you and leash up, sit and wait at doorways and curbs, walk nicely on a loose leash instead of pulling, etc. will make your days both easier and safer.

Walk dogs, don’t socialize them. You can’t bite what you’re not near enough to reach. Live beings—both humans and other dogs—are unpredictable. Use strong recalls and focus techniques (like “Let’s go!” or “Watch me!”) to keep dogs interacting with you instead of strangers or dogs you don’t know. When appropriate, pull over to the side for a focused sit-stay to allow others to pass. Politely decline requests to pet your dogs, even if you know them to be friendly. They may well be, but every dog has her limits and you never know when a well-meaning but blundering dog lover will find one of them.

Practice good screening and group composition. Choosing the right dogs—and matching them carefully if you’re a group walker—can go a long way toward avoiding fights and other emergencies. Always decline dogs with behavioral challenges that are beyond your skill and knowledge set, and avoid more than one challenging dog (we call them project dogs) per group, at most.

Actively monitor and interrupt. When walking groups, interrupt play or other interactions before they tip into conflict. Frequent obedience breaks (such as practicing circle stay pull-overs), and calling dogs (recall off leash or “Let’s go!” on leash) to break up potentially heated interactions, keeps things light and fun. Think of it a bit like monitoring a group of children—it’s best to initiate a break in play before a squabble breaks out.

Keep up on vehicle maintenance. The only thing worse than your car breaking down is your car breaking down with dogs in it! Maintain roadside assistance, schedule routine maintenance, and head to the shop at the first sign of trouble. Treat your vehicle like the key business investment and tool it is.

Watch the temperature. NEVER leave dogs in your car other than to pick up other dogs. Keep your keys with you, and the windows cracked. If you live in a particularly warm area, outfit your windows with dog-proof screens that keep dogs in, hands out, and air flowing.

Use proper equipment. To avoid a startled dog breaking free from you, secure leashes to head harnesses, body harnesses, or martingale-style anti-slip collars. Never use flexi-leashes, as they are too easily pulled out of your hand by a bolting dog, and can also cause serious injury to you and the dogs you walk. Be sure all dogs wear a large tag with your cell number to expedite a quick reunion with a lost dog.

Emergency planning

Being prepared keeps emergencies contained when they do happen. Better a small emergency than one that blooms into a crisis.

Carry a 1st aid kit—and know how to use it. Keep a full kit in your vehicle and a small kit on your person as you walk. Visit DogSafe or PetTech websites for canine 1st aid kit information and to look for 1st aid classes if you are not already certified.

Always have client contact information on hand. You should never have to rummage frantically through your vehicle for your phone list or, perish the thought, go home to get it. Keep up-to-date, well-organized client contact details in your car or phone at all times, and require any staff to do so as well.

Program emergency vet phone numbers into your phone. Write down or program into a work phone emergency directions to the closest vets from your most-used trails or the neighborhoods you service and keep them in any car ever used to transport dogs. Make sure all staff members know where to find the directions and understand them. Even if you work solo and you know the directions well, have them pre-programmed into your phone or GPS. When a crisis hits, it’s all too easy to forget one’s own name, let alone how to get to the veterinary hospital.

Get permission to help in writing. Your client service contract should clearly spell out what’s expected of you in an emergency.

  1. Have clients give you permission to seek emergency treatment and agree to cover the cost.
  2. Have clients specify whether there’s a cap on the cost they will accept. (Don’t assume everyone shares your willingness to take out a second mortgage to pay for surgery.)
  3. Have clients specify whether they authorize you to take the dog to whichever vet or animal hospital is closest. In other words, they want you to exercise discretion in getting their dog the best, fastest care. Otherwise, they may refuse to pay because you didn’t use their vet.
  4. Have clients state their wishes with regards to resuscitative care. For example, some clients may not wish to have senior dogs resuscitated.

Recruit an emergency assistant. One way to prevent panic in an emergency is to have a person to call who can help you keep calm and assist with urgent tasks. Don’t just make a mental list of cool-headed friends, though. Your emergency assistant must know and agree to his or her new designation, and the two of you should set up a protocol for such calls. Maybe it’s her job to meet you at the vet clinic and provide general support. Maybe she is the one who takes the other dogs home. Maybe she finishes your walking stops for the day. Whatever it is, you always know that someone can come to your aid. You and a fellow dog pro can do this for each other, or you can ask a friend who works from home or has a flexible office schedule.

Take your emergency assistant out with you on your regular rounds so she can meet all the dogs. Then practice your emergency protocol with your assistant to make sure everything goes as planned when you really need it to.

Emergency protocols

Knowing what to do in an emergency will help keep you calm. And being calm will allow you to more effectively handle whatever situation comes your way.

At the Dog Walking Academy we provide step-by-step protocols for handling all manner of emergencies, including vehicle breakdowns, you being injured or becoming ill during a walk, a dog in your car biting another dog or person, and losing a dog. We encourage our grads to carry these protocols with them, giving them a clear path forward should panic or shock set in. If you don’t have specific emergency protocols, take some time to develop them—or come join us for the Dog Walking Academy.

Secure dogs and call your emergency assistant. Regardless of the situation, one important step in any protocol when walking groups is to secure all dogs to keep the situation from escalating. The last thing you need while dealing with an injured dog or sprained ankle is for another one to take himself off on an adventure. Get everyone safely leashed if they aren’t already, then call your emergency assistant. In most protocols, your emergency assistant is the first call you’ll make. Knowing someone is in your corner and on the way to help can do a lot to bring calm, no matter the emergency.

Communicate with the client. Call the client when you have calmed down, not before. Also hold off until you know the precise nature of the damage. Sprained leg or amputation? Eye patch for a few days or blindness? Best to find out before you make the dreaded call. When you do, speak in a calm, confident tone. A distressed owner needs to know a professional is in charge of the crisis. Clearly state whether everything is handled and this is just a courtesy call to let the client know, or whether some action on her part is required.

With any kind of mishap, even if everything turned out fine, the best policy is to tell the client. Some clients might not care that their dog was missing for 20 minutes on a deer-chasing adventure, or that he got into a scuffle in which no one was hurt, but that risk is preferable to a client who hears it from someone else and is outraged at your failure to tell her about the dramatic event, regardless of the outcome. And if running off or scuffles become a trend, your client may be angry to learn something’s been brewing and wonder why you didn’t let her know sooner.

Take responsibility as appropriate—you are an adult and a professional. But don’t verbally rub sand in your hair, don’t heap blame on yourself, and don’t ever tell the client they ought to sue you. Accidents happen. Dogs are not appliances.

Depending on the situation, here is a possible strategy for the conversation: describe in a straightforward manner exactly what happened, share all the steps you took to handle the situation, give a report of the current status of the dog, and share anything you plan to do (if relevant) in the way of policy or process changes to avoid something similar happening in the future. Stress your concern for the dog’s and the client’s well-being, and ask if there’s anything else you can do to be of support at this particular moment.

Emergency follow-up

If the worst happens and a dog is seriously injured or killed while under your care, let your other clients know in writing. Bad news travels fast and if you are not the one to tell them, they may think you’re trying to hide the episode. You have to protect your business and your brand, and honesty is the best policy.

The letter should include any policy changes you are making to prevent the same thing happening again. Be thoughtful about protecting anonymity; don’t hang clients out to dry. If a dog is expelled, for example, don’t name that dog. If a dog is killed, find out whether the owner wants the dog named or not. Some do, some don’t. But don’t name the dog who killed, just say he was expelled.

Openness is the best policy about smaller incidents, too. A scuffle in a walking group that results in a dog needing a couple of stitches, for example, should also be communicated. Doing so breeds confidence, prevents rumors from festering and growing, and demystifies normal canine behavior. Emphasize what is being done about the problem: “We had another tiff over tennis balls today, so we have decided not to bring them to the beach with us anymore.” Hopefully, you are communicating with your clients every week anyway (highlights from Fido’s week, etc.), so bad news isn’t the only news they get.

(Of course, if scuffles happen more than once in a blue moon, something is wrong. Screening procedures and staff training are the first places to look for a possible issue.)

Don’t fret

If you generally run a strong business, if you take good care of dogs and of people, if you handle a crisis with responsibility and grace, it’s rare to lose clients over injury incidents. Be open and honest, be calm, and face the situation down—it can happen to anyone.

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Work like a dog or lead the pack: the Pet Boss guide to MORE foot traffic in your store

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By Candace D’Agnolo, Founder of Pet Boss Nation & CEO of Dogaholics 

Would you rather have only a couple customers visit your pet business or have the door constantly flowing with people?

Of course, you’d rather have more customers bringing more money and freedom for you. But how? Does it feel sometimes like you’ve tried everything short of hiring a marching band?

Pet Boss Overwhelm happens quickly, because without knowing where to put your marketing dollars and how to find the right people, it might feel like the customers will never come to you!

So let’s break it down right now and end the overwhelm, because there are really only two ways to increase traffic to your business: find new customers and re-engage current clients.

It already seems like something you can take action on, doesn’t it? Here are three great ways to bring a flood of customers right now AND a free planning tool to get it all done.

Make friends with social media spending

If you’re still hoping your followers will start seeing all your posts again free, I’m here to tell you that ship has sailed. It’s easy to waste money on Facebook ads and Social Media Managers, if you jump in without a plan, but it can be simple and inexpensive to have great success there, too!

First, let’s talk about Facebook ads. Facebook is the cheapest way to advertise and you can target exactly your ideal customer! Play around in the ads manager by using pictures to create a slideshow and add music (…you can do that directly in the ads manager now). Then make sure to dig deep into the details of the advertising parameters (like radius down to the mile or zip codes, customize the audience to include dog lovers and exclude parents…for example. Focus on a specific age group and in the targeted details, you can even focus on things like careers of busy working professionals who would need daytime services).

Second, if you have a professional or a team member helping you with social media, make sure they know what your goals are and give them a plan for the types of the things they should be posting. Don’t just leave them hanging! Make sure they know to put a local spin on everything you do. Use local hash tags or while out on walks your team could posts photos of a dog in front of a local business. Don’t forget to tag that business, too! Boost any posts that are getting more traction than others.

Remind them you’re awesome

Once you get them, make sure you don’t just wait for them to think of you. Reach out to people who haven’t worked with you for the last 60 days by phone or email. If it’s a long time client, just check in and ask how “Fluffy is doing.” Let them know you’ve noticed you hadn’t seen them in a while, and you just wanted to make sure they were all doing okay.

If it’s a new customer, offer them a discount or special one time offer to get them back in. Just have a conversation. See if you can answer any questions they might have around their pet. You’re the expert in the pet industry! Help them out and it will likely turn into a future sale!

Develop a program with local rescues

I’m not talking about just offering coupons to adopters, which you should be doing if you’re not. What I’m suggesting is partnering with them more. Host little “alumni” events for their adopters at your store or doggy daycare where the alumni can mix and mingle, get a discount, and perhaps have a shelter representative there to see how all the dogs are doing.

Make the most of the relationship! Have the rescue send an email to adopters that includes your logo, story and a photo of you or your business. Take photos every time at the party and share them on social media. Talk about your services to everyone in attendance. Don’t forget to get all their email addresses, because now you’ve got some NEW foot traffic in the door and you want to be able to continue marketing to them!

In my own store and with my clients, we use my Pet Boss Blueprint to break down major goals (like conquering any of the three ideas above) into a 90-day plan so foolproof you can’t help but be successful in implementing them. If you’ve got big ideas, but no time, no energy, or no bandwidth to make them happen, I’ve got you! These quick to-dos are examples of small tasks that add up to BIG results as part of a larger plan (and they’re so easy to just get done – no procrastinating).

Head over to Pet Boss Nation and download your FREE blueprint. I’ll teach you how to use it to break down any big goal or problem you’ve been putting off into a manageable 90-day action plan. The PDF includes a series of quick how-to videos so you’ll never be stuck.

Hey, at the end of 90 days your store will still be there.

Will it be full of people, making you more money, running like a well-oiled machine while you’re kicking back with your family, or will it be the same as it is now? It’s up to you!

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Download your FREE Pet Boss Blueprint here! Bonus: get the newsletter here.

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1candaceCandace D’Agnolo, Founder of Pet Boss Nation and CEO of Dogaholics, started the Pet Boss Nation community because she knows the value that support and coaching can provide to a business. In her own company, she took the my initial concept of a brick and mortar location and turned it into multiple revenue streams – up to three locations, offer services (as in dog walking, doggy daycare, grooming), online informational products, books, merchandise, and now pet business consulting. She’s employed over 150 people, led a team as large as 30 and still runs a successful 7-figure business. 

Life after dog, part 3: the dogless dog trainer

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By Erin Schneider, CPDT-KA

In part two of this three part series, I talked about life with kids after losing my dog, Bailey. In part three, I am going to talk about being a dog trainer without having a dog.

Bailey played a big part in my decision to become a dog trainer. I was always learning from her. I learned early on that Bailey didn’t excel at training when I used more old-school approaches. So, I had to expand my knowledge and find a better fit. That is when I came across positive reinforcement training and it was then that I learned that training could be fun. Our relationship also thrived.

When I started becoming unhappy at my full time job, I decided to find other ways to become happy. That is when I decided to take classes with FetchFind to learn about dog behavior and to maybe eventually become a dog trainer. Fast forward to 6 years later and I couldn’t be happier in my career.

I try to learn something from every client I work with. Some dogs teach me more than others, but Bailey was a constant. She always kept me working and wanting to learn more. Her behavior changed after she was diagnosed with cancer, after my daughter was born, and as she got more sick over time. I was always trying to find new ways to help her.

Bailey was also a great dog to practice with. I loved going to a seminar and learning a new trick and coming home to Bailey and practicing with her. She loved the attention and the increase in treats, and I loved spending time with her and perfecting my skills. Now, I don’t have that outlet. I am lucky that family members allow me to practice with their dogs, but it isn’t the same. I miss the bond that I had with Bailey.

We moved shortly after losing Bailey, so when we got settled in Colorado, I didn’t have the need to run out and find a vet, groomer, pet boutique, etc. This past year I have finally started reaching out to companies and networking. Slowly I am getting my name out, but it wasn’t automatic like it was when Bailey was around. When I started my business, I didn’t always have an easy “in” with companies. I have had to perfect my elevator pitch a little more.

I am lucky that I work with dogs so I can get my dog “fix” whenever I need one. But no dog will fill the gap that I am feeling and have felt since we said goodbye to our precious Bailey. I am very lucky to have had a companion that taught me so much and brought so much to my life. When the timing is right, I will welcome another dog into my life. It is still too early and too hectic right now to even think of it, but I will be so much more prepared for the journey ahead, and I will have Bailey to thank for that.

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Read part 1 and part 2 of Life After Dog.

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Erin Schneider 250x300Erin Schneider, CPDT-KA and owner of Touch Dog Training, is a certified professional dog trainer who employs positive reinforcement behavior modification techniques intended to deliver results while building stronger bonds between dogs and their owners. Erin practiced her craft in Chicago for many years as a Senior Trainer for AnimalSense Canine Training & Behavior. There she taught dog training classes and also conducted private, in-home lessons with pets and their owners. In March 2015, Erin relocated to Colorado and is excited to share her knowledge and expertise with dog owners in the Denver/Boulder metro area.