DogBoy's Dog Blog

The Honest Economy: Transparency in Pet Care

Posted by Courtney Emken on Mon, Aug 26, 2013 @ 08:08 AM

At DogBoy's, we have always been trail blazers.  When we decided to open up a boarding kennel in the mid 90's where dogs could run and play together, people told us we were crazy. When we decided to structure our pricing so that almost everything was included in our nightly rate, it went against the norm in the industry. When we decided to only take spayed and neutered pets over the age of 6 months, my father said, "Courtney, you'll lose HALF your customers!" (I didn't want that half.) And now, when we were faced with a major outbreak of both bacteria and viruses, we knew just what to do: what no one else would.
Being transparent as a company isn't always easy. But the well being, health and safety of your dogs is so much more important to us than hiding something that could have major financial consequences on our business. Closing down doggy day care for over two weeks, encouraging people to follow their instinct and cancel their reservations if they see fit, and paying for most of the vet bills related to this outbreak has been a very costly ordeal.  What is usually a busy time for us, when we squirrel away extra funds to get us through the lean months will mean that we just have to be a lot more creative this fall.
This month, when we sent emails to all of our customers to alert you to the problem, we knew that some of you would worry, and not unnecessarily. Some of you had dogs who were already showing signs of illness. Some of you had dogs who were here and you were worried about their health. Others were about to come in for boarding and wondered if it was safe, or where else you could board on such short notice. And finally, many of you hadn't been in a long time and probably wondered why we were bothering you with this at all. You can see why this would make us all a little worried. But we took a deep breath and sent the information out - to each and every one of our customers.
To my surprise and delight, we were flooded with emails of support and encouragement. Some of you even made me cry! Here is just one example of the responses we received:
On behalf of Doug, Teddy Bear and Conner, I want to express out heartfelt thanks for your courage and willingness to share this information with us. 
I have been in human healthcare for 40 years. During an extended portion of my career, I worked in infectious disease epidemiology and infection prevention and control. More than once, I became aware of an exposure situation during which determinations needed to be made regarding which individuals had to be informed. My experience taught me that people respond differently to this type of news and, unfortunately, many responded unkindly (to say the least!). Nevertheless, doing the right thing was always my top priority.
Obviously, doing the right thing is your top priority, as well, and for that, we are grateful. Fortunately, Conner and Teddy Bear appear healthy. That you were willing to share this exposure situation alerts me to the fact that I need to be even more vigilant in keeping my eyes on the boys and how they are acting and feeling. 
Receipt of this notification from you is more evidence that I have picked the best place possible for my beloved boys' home-away-from-home. Doug and I are committed to remaining a part of your regular clientele.
Thanks so much to Bart and you for everything and if there is any way I can be of service to you, please let me know.
Respectfully,
Ellen E., RN, MT(ASCP), MS
You know, we've always loved you. You and your dogs are our very favorite part of owning a pet care facility (you didn't think it was the poop scooping, did you?).  You have become like an extended family to us, and we are so grateful for your loyalty, love and kindness that you show when things like this happen.
I think back to the times when our kids would bring home something from school - strep throat, the flu, even just a common cold. I never blamed the school, but I also never received an email from them, warning me that something was going around (maybe because something always is!). I wasn't happy about it, but I knew that it wasn't the school's fault. Those teachers do an amazing job trying to keep all the kids safe and with clean hands to boot! Sometimes kids just get sick. And sometimes dogs do too.
So I guess what I'm trying to say is THANK YOU, from the bottom of my heart, for caring as much about us as we care about you and your dogs. Thank you for lifting us up when we felt really down, and thank you for being such wonderful people. We think your dogs are pretty cool too! And we promise to continue blazing trails and keeping you informed about each and every thing that goes on within these gates.
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Topics: customer praise, Wellness, DogBoys Family

Fan Mail

Posted by Community User on Sun, Mar 20, 2011 @ 05:03 AM
[caption id="attachment_427" align="alignleft" width="300" caption="Photo by Emken Photography"] [/caption]

Recently, I asked you to submit your testimonials.  I was overwhelmed with heartwarming letters and thank you's all over the web.  I couldn't stop smiling for weeks!  Without a doubt, our cup runneth over, so I felt it only appropriate to share some of them with you.

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Our dog Moab is such an important part of our family and the only place we trust to board him is Dog Boys.  His is now 6 and has been going to DogBoy's since he was 6 months old.  He gets so excited as we turn onto the street to enter into DogBoy's and is always a happy and tired pup when we pick him up.  The staff  is wonderful and we love that the animals get to play outside all day long.   Thank you DogBoy's for providing such a wonderful service to allow us to feel comfortable leaving our best buddy with you.

Nikki McCormick

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Confessions of a Training Junkie

"Yes, I must admit it, I just can't seem to let a "semester" go by without taking another training class at Dog Boys Dog Ranch! As one class draws to a close, I eagerly scan the website for new postings and opportunities to bond and train with my dogs. We've taken puppy classes, basic and advanced obedience, and fun classes like agility and rally-obedience. When I jokingly told the director of training that I was running out of classes, I promptly found fresh offerings to consider. They LISTEN at Dog Boys! I drive 40 minutes each way to go to Dog Boys because I believe there is no better place to take my "kids", whether for training, overnight boarding, or day care. Go Dog Boys!"

– Carole Cameron (Bear, Koko, Dakota, and Mika too)

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My husband and I are so thankful that we discovered DogBoy's!  Our two dogs have stayed there many times, either for just a night or two or as long as nine days.  We always know that we can be at ease while out of town, because our dogs are so well cared for.  The farm-like setting of DogBoy's is awesome.  It allows for the dogs to get great exercise, and we really enjoy getting the briefing from the great staff on the dogs' activities and behavior when we pick them up.  I have recommended DogBoy's to all of my dog-loving friends and co-workers without hesitation and will continue to do so.

Thank you DogBoy's for all you do,

Hollee and Dwayne Ganner

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I was introduced to the DogBoy world view by a friend and your place and staff are everything she described – and more.  Because you are even better in person!

I am so happy that I can look forward to my vacations and times I need to travel because I know Karmo has a home away from home.  He is always excited when we turn down the road to your place and comes back to me happy happy happy!  Even though I usually have to bring him in an extra day or two because I live in Fredericksburg, I never worry about him getting attention and love.

Thanks for all you do,

Gaylen Tips

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I love DogBoy's and how they are able to keep my dog socialized.  I am not in a position to get another dog to train her to be around but I do like to keep her around other dogs.  DogBoy's is the place!  They have playgroups that really tire the pups.  I love picking Tootsie up after a play day or boarding and having a "sleeping baby" the rest of the evening!  Sometimes the whole next day too.  Being in an agility class with Noodle was pretty great too!

Mona Corbett

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And finally...

My golden retriever puppy, Murphy, had a hard time finding friendly dogs to play with.  A helpful dog owner that lives near me told me about DogBoy's, and I made a reservation right away.  It gave him a chance to make some friends, and get that social interaction that is so important. I have not yet boarded Murphy overnight, but he has had many wonderful playdays, and I always mention how much Murphy loves to come to DogBoy's when I meet other dog owners.

Deborah Thompson

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You can find more great testimonials on our Facebook Notes Page.  Thank you, thank you for all the kudos, and we will continue to work hard to earn your praises!

 

 

 

 
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Topics: Uncategorized, Articles & Info, customer praise, dogs, dog boarding Austin, testimonials, love my dog

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