Dear Clients,
It is hard to believe I have now owned the business for a year. I have thoroughly enjoyed getting to know our long standing clients as well as meeting our new ones. I cannot thank you all enough for your continued trust in our facility.
I have been listening to your feedback over the past year and am implementing some changes in order to better serve your needs.
- We are restructuring our workforce to better accommodate your needs. We will have a dedicated person answering phone calls and emails Monday-Friday between the hours of 8-11 AM and 6-8 PM (approximately). This person will have no other onsite responsibilities, so it will be much easier to talk directly to someone during those time periods. We will always return any messages left as soon as possible. This will be effective 22 May.
- Saturday check out time will remain at 8 AM sharp, but Saturday drop off times will now be 9-10 AM instead of 9:30-11 AM. This will be effective starting May 20th, however, we will be very flexible the first two weekends because of the transition.
- We will be adding a Saturday evening drop off and pick up between 5-6 PM. This will be effective starting 20 May. This means that the only time we will NOT have lobby hours is Sunday morning. I am hoping this additional opportunity to pick up or drop off you dog will alleviate some of the frustration with weekend bookings. If you have a current reservation you wish to modify based on this information, please give us a call or email.
- I will be offering limited day care opportunities on Saturday. This service will only be offered if there are vacant rooms available as of 6 PM the Thursday prior. If this is something you are interested in, your name will be put on a waitlist and you will be contacted Thursday evening with a confirmation or denial to your request.
We are also upgrading our kennel management software. The new program will allow you to request reservations online, create feeding & medication instructions, upload vaccination records, and add other pertinent information. You will have your own private account, and can request changes, review your future bookings, and manage your account directly on line. This will allow us to send you automated email reminders for upcoming stays, vaccination reminders, kennel news and other pertinent information, as well as streamline our check in-process. As always, call-in requests and emails are still welcome. More detailed information will be sent to you as we proceed. This change will also eliminate the current email issues we are having with our website interface.
In conjunction with this software upgrade, our pricing structure will look a little different, however, the cost will remain as is with a few exceptions. We will be adding more ala carte options, which will allow you to tailor your dog’s activities to his/her particular needs. We will also be adding a discount package for daycare. The date these will be effective is yet to be determined, but will be at some point in late May/early June and we will work with you to update any reservations you have already made.
We will not be offering online payment options at this time, but it is planned to be added in the near future, hopefully before the end of the year.
We ask that you please bear with us as we transition over to the new software system and workforce changes. We have a transition plan, but as you all know, things don’t always go according to plan. That said, our priority is always taking care of our boarding pets and that will not change regardless of what’s going on behind the scenes.
Thank you very much for your continued support, understanding, and business.
Mary