President s Message Candance Labane-Godfrey, President

Table of Contents President’s Message ASSOCIATION NEWS President’s Message . . . . . . . . . . . . . . . . . . . . . .1 Board of Directors . . . . . . . . . . . . . . . . . . . . . . . .2 Letters to the Editor . . . . . . . . . . . . . . . . . . . . . . .3 Member Spotlight/Business of the Year . . . . . . . .4 Upcoming Events . . . . . . . . . . . . . . . . . . . . . . . . .5 Get to Know Your Board: Anna Sias . . . . . . . . . . .5 NAPPS Member Benefit: myNAPPS . . . . . . . . . . .5 Committee Spotlight: Conference . . . . . . . . . . . .13 New Members . . . . . . . . . . . . . . . . . . . . . . . . . .19 INDUSTRY EDUCATION Tax Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Touching Lives . . . . . . . . . . . . . . . . . . . . . . . . . . .7 NAPPSCHAT: Prequalifying Clients . . . . . . . . . . . .8 Tips of the Trade . . . . . . . . . . . . . . . . . . . . . . . . .9 Sitter Safety: Safety Kit . . . . . . . . . . . . . . . . . . . .10 Best Practices: Properly Managing Problem Situations . . . . . . . . . . . . . . . . . . . . . .11 Treating Epilepsy and Seizure Disorders . . . . . . .14 Effects of Second Hand Smoke . . . . . . . . . . . . .15 Pricing and Price Increases . . . . . . . . . . . . . . . .16 Selected Conference Sessions . . . . . . . . . . . . . .17

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 2008. 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

Candance Labane-Godfrey, President Yikes, it’s been almost two years. My goodness, where did the time go? Now it’s already time to “pass the baton”…and, as someone once said, “out with the old and in with the new.” With this in mind, I have the very lucky honor to be able to present to you incoming NAPPS President, Monica Leighton, and what a dynamic “new” she is. As she readies herself to “take the reins” in January 2009, I can tell you Monica is extremely well prepared to assume her new position and navigate our organization and its membership to new and exciting heights. Not only does Monica own and run a successful pet sitting business in Venice, FL, but she also manages a veterinarian office. She joined the pet related industry more than 10 years ago when she walked into the vet office of Dr. Reinhart. Dr. R had just lost his front office person and had decided he could run his office alone, without help. “Bad idea,” he confessed afterward. She was hired on the spot and little did Dr. R know

what positive dynamics Monica would bring to his vet business. Monica quickly immersed herself in Dr. R’s operations, client relations, accounting, and other related services. To the delight of Dr. R, Monica instituted various changes to create a stronger, more service oriented vet office. Dr. R also had a dream of starting the first pet friendly emergency shelter that would allow pet families to stay with their displaced pet parents. With her usual gusto, Monica embraced Dr. R’s dream and began talking to county officials, as well as circulating petitions for stronger local backing. With her intensive dedication, natural organizational skills, and many months of work, the first model for a pet friendly emergency shelter became a reality. She is the “driving force” and an “angel sent from God,” said Dr. R. Then there is the related story of Sue Campbell, who is involved with FEMA and has an animal radio program “the Doggy Diva Show.” A particularly stressful situation occurred when Sue became responsible for relocating seniors away from a disaster, but had to leave their pets

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Monica Leighton, President-Elect Hello Fellow NAPPS Members, I am really excited to begin my term as president of this great association. NAPPS has done so much for my business over the years. From the numerous benefits I have shared with my clients like the Disaster Preparedness Program, articles from our virtual library, tips on pet care from annual conference speakers as well as discounts on great products from NAPPS partners, my business has truly flourished as a result of my membership with NAPPS. As president, it is my pleasure to inform the members of the direction our association is taking. The NAPPS Board of Directors met at NAPPS headquarters for a strategic planning session in September. During this meeting we really focused on the top issues we felt we had as an association. One of these being marketing and communication. Getting the pet sitting industry

out in front of the public. Educating pet owners on why they should choose a professional pet sitter and directing them to the locator to find a NAPPS pet sitter. Another area we’ll be focusing on is leadership and volunteerism. Our committee chairs, board members, and executive leadership will all be educated to prepare to move up in succession and become stronger leaders able to further advance our association. I have had the pleasure of speaking with many of our members and one thing I hear frequently is that many members want to become involved, but are hesitant due to schedules. Many new sitters often feel they do not have the experience to contribute. Once we get talking, many of these members discover there are so many ways to play a role that can work with any schedule and amount of experience. Committees are great places for sitters to not only help NAPPS provide outstanding benefits to its members, but it is a way to network, share ideas and form relationships with other sitters. For those of us who can’t work meetings into our schedules, you can

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The NAPPS Network • 1

NAPPS 2008 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] Director Linda Norton Precious Pets E-mail: [email protected] Director Kathleen Luxton Ranch Pet and House Sitting E-mail: [email protected] Director Susan Reid Reid's Pet Sitting Service E-mail: [email protected] Director Joette White Park Cities Pet Sitter, Inc E-mail: [email protected] Director Jennifer Haralson A Pause for Paws, Inc. E-mail: [email protected] Director Nancy Stevens Ark Angels Pet Care E-mail: [email protected]

Correction In the Fall 2008 issue of the NAPPS Network magazine (the last issue), on page seven under 'Tips of the Trade', a member suggested adding a small amount of garlic powder to a pet’s food each day to combat fleas. However, the American Society for the Prevention of Cruelty to Animals (ASPCA) has a discussion about garlic on their website which suggests that it may potentially be toxic with chronic exposure in any form. See http://www.aspca.org/ for more details. The site states “The bottom line is that we do not definitively know at what dose any given dog may experience problems. An occasional low dose, such as those found in most commercial pet foods or treats, would not likely cause problems. A conservative approach might be to avoid exposure to more concentrated garlic-based products.”

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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 Cathe Delaney Director of Operations Hillary Mix Meeting and Exhibits 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 Jeanette Driscoll Contributing Writer/Staff Writer Erik Caplan 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:

Jeanette Driscoll 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.

Letters To The Editor Having been a member of NAPPS for a looong time (way back when it was NAPS) I always enjoy getting the latest NAPPS Network and always find something good and useful. This last edition was one of the best, particularly the article by Kristin Morrison, "How to Make $5,200 More a Year," and the hilarious antics by Debra K. Farrington in her "Confessions..." Every other article was super in itself, but the topper in this issue for me was Debra's later article, "And Now the End is Near." No words to describe that one; everyone will just need to read—or reread it—for themselves. Again, thank you for an especially good publication. Terri Hartley, Personalized Pet Care Inc. Austin, Texas

Candance Labane-Godfrey, President behind because no pet-friendly emergency shelters were available to the displaced seniors. Deeply saddened at the plight of the seniors’ pets left behind, Sue returned to the disaster area, loaded her vehicle with as many pets as possible, and attempted to find a petfriendly emergency shelter. Sue realized something had to change but, how or who? Sue had been advised of a lady named “Monica” (no last name) who worked in a vet office (somewhere) and was involved with a Disaster Preparedness program. Sue picked up the phone and started calling vet offices all along the Florida coast. Finally, after many calls, she found that lady named “Monica.” With the

dynamo of Monica at the helm and the support of many others like Dr. R and Sue, the first petfriendly emergency shelter became operational. Monica has since joined Sue’s animal radio program. When our immediate past president, Jerry Wentz, nominated Monica to the board of directors (with her expertise and various talents), the NAPPS Disaster Preparedness program was born. Monica is the proud pet parent of two canines, a collie named Baby (she rescued from scheduled euthanization), and a Yorkie named Daisy May. Additionally, Monica has two cats, Socks (a Persian who was a gift from Monica’s sister when she had to move), and Lilly (one of eight kittens rescued after

Monica Leighton, President-Elect always help participate on specific projects that can be done on your time, whenever that may be. 2009 will be a great year for NAPPS. The launch of NAPPS Certification and the NAPPS Annual Conference will start the year off with a bang. The new NAPPS Certification is state of the art. It truly is an all encompassing program that will let our members “Gain the Edge. Become a Leader. Reap the Benefits.” We are launching a new and improved ezine as well as the NAPPS School Program, recently renamed

continued from page 1 their mother was killed and, had to be bottlefed every few hours). Now, the best part, is Hailey, Monica’s one year old beautiful baby girl (Hailey just told me to say “Hi” to all the members and that she has the “best Mommy ever”). After talking with members who have had the opportunity to work with Monica, there is a strong common thread in all of their thoughts about Monica. They include; organized, integrity, dedicated, responsible and high energy. These are some of the many parts of your incoming NAPPS President, Monica Leighton.

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Youth Education Program. Sue Reid, our NAPPSCHAT Moderator and newly appointed to the executive committee, is looking into adding improvements to NAPPSCHAT. NAPPS Membership Committee is completing an outstanding new benefit to help our members move their marketing to a whole new level. Keep an eye out for the NAPPS Annual Pricing Survey results in early 2009. Annual conference attendees now have an additional benefit: the show specials. Attendees will be able to take advantage of discounted conference specials on the new NAPPS Certification and the new

and improved NAPPS ezine. 2009 will begin the term for our new board member and Marketing Committee Chair, Anna Sias, as well as begin the year for new chairs Kristen Burton, P4P Sub-Committee, and Natalie Wade-Bowden, Legislative Sub-Committee. My predecessors have helped to make this association the success that it currently is. We have invaluable members, outstanding leaders and the opportunity to launch NAPPS to new heights. I look forward to a great year and the opportunity to meet you at the NAPPS Annual Conference.

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Christi Fries of Terrapin Pets Wins Business of the Year Award Christi Fries, owner of Terrapin Pets in Beltsville, MD, has been selected as the 2009 Business of the Year award winner.

make her life-long dream a reality. After joining NAPPS in 2006, Fries decided to continue her education and has earned the NAPPS Certification designation.

The NAPPS Business of the Year Award is presented to a member who has demonstrated outstanding business practices and vision in maintaining and growing their company. Fries, a professional pet sitter since 2002, opened Terrapin Pets in May 2006. Fries has also been recognized with the 2009 Members in Action Award. This award recognizes members for outstanding service to NAPPS and its members. Both awards will be presented during the 2009 NAPPS Annual Conference being held January 16-18 aboard the Queen Mary in Long Beach, CA. The Award Selection Committee said Fries was selected “because of her focus on customer service and compassionate animal care.” “Christi exemplifies the NAPPS core values of honesty, integrity, responsibility, and excel-

Certification acknowledges the pet sitter is a serious professional who has obtained a high level of expertise by completing a course of study in pet care, health, nutrition, behavior, first aid, business development, and management.

lence,” said Candance Labane-Godfrey, President of NAPPS. “Christi is an asset to the NAPPS membership and we’re thrilled to recognize her with this award.” Fries became a professional pet sitter six years ago after spending more than 20 years working in customer service and management. Her immense love for animals and her desire to put her business skills to good use prompted her to

“Being selected as the NAPPS 2009 Business of the Year will allow me to promote the value of continuing education, especially within our organization. I believe that to be recognized as a true professional pet sitter by your clients and colleagues, it’s important to invest resources to improve business management knowledge in conjunction with animal care skills,” said Fries. In fact, Fries is so committed to the professional development of her peers that she will serve as Chairperson of the Certification Committee in 2009. n

Book Notes By: Debra K. Farrington Starting from Scratch: How to Correct Behavior Problems in Your Adult Cat, Pam Johnson-Bennett, Penguin Books, 2007. The first book of Johnson-Bennett’s that I ever read was her classic, “Think Like a Cat.” At the time I had a calico, one that I loved, but who drove me bonkers, and I wasn’t sure that I wanted to think like her. But Johnson-Bennett changed my mind. A certified animal behavior consultant with a stack of credentials and media appearances, she is one of the foremost experts on dealing with feline problems. And she’s a great writer with a good sense of humor. This is an excellent reference book to have in your own library. The next time your client has

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a cat with a problem, you’ll have access to some possible answers. Johnson-Bennett covers everything from environmental issues, cat play, litter box problems, shredding furniture, meal time adventures, multi-cat household issues, and much more. She’s also got a good section on pet sitters, and you’ll be glad to know NAPPS is listed in her appendix. If you take care of cats, this book, and any of the others she has written, are excellent resources for you and for your clients.

Off-Leash Dog Play: A Complete Guide to Safety and Fun, Robin Bennett, CPDT and Susan Briggs, CKO, C&R Publishing, 2008. Yes, the dog you’re trying to care for is snarling at you, but is his mouth shaped like the letter “C,” or is it closed? Are there teeth showing, or

is his mouth wide open and lips drawn? In what position are his ears, and are the whites of his eyes showing? All of these things make a difference in how you’ll respond to the dog, since some of these facial expressions mean you’ve got a confident dog, and others mean that he is scared. This book, though written for those who manage and staff doggie day care centers, is an excellent resource for any pet sitter who works with dogs. Covering everything from postures, tail position, eyes, and ears to overall facial expressions, and packed with pictures to help you identify the postures and what emotional state they translate to, you’ll be better equipped to meet dogs on your initial consultations, and especially to interpret what’s going on the first time you enter a dog’s home when the owners are absent. n

Get to Know Your Board Anna Sias – New Board Member and Marketing Committee Chair Anna Sias is the owner of Four Paws Pet Sitting Service, based in Nolensville, TN. Anna spent the first 18 years of her professional career working in sales and management in the corporate arena. While successful in her initial profession, Anna longed for something different until she discovered the possibilities a pet sitting business held. Married for six years, Anna and her husband adopted four lab mixes and four cats, several of whom had been abused and needed special

rehabilitation to become healthy and balanced. She loves to spend time with animals and educate owners on techniques, products, and services that may be helpful to them and their beloved pets. Her favorite pastime is to study dog psychology and apply these lessons with her client’s pets as well as her own “pack”. In addition to running her business, Anna also teaches at the University of Phoenix in the areas of management and leadership. She is currently working toward her PhD in business and already holds a bachelor’s in business administration from Belmont University and a master’s in business administration from the University of Phoenix. n

UPCOMING EVENTS: January 15-18, 2009 NAPPS Annual Conference The Queen Mary Cruise Ship Long Beach, CA

February 9-10, 2009 Westminster Kennel Club Dog Show Madison Square Garden New York, NY

January 24-25, 2009 San Diego Cat Fanciers Food and Water Bowl XVII Del Mar Fairgrounds San Diego, CA

April 3-5, 2009 Pet Industry Spring Trade Show Atlantic City, NJ

NAPPS Member Benefit

April 18-19, 2009 TICA Cat Show Minnreg Center North Largo, FL

m y N A P P S, es t i S b e W r e t t i S t e P P r o f e ss i o n a l

Take advantage of the newest NAPPS member benefit, myNAPPS professional pet sitter Web sites. myNAPPS is the NAPPS service that lets you create your own professionally designed pet sitter Web site with no technical knowledge! With myNAPPS you can have your own Web site, along with a domain name and email accounts, minus the hassle and costs of trying to setup everything yourself. Choose your design from a selection of professional templates, and upload your content. You can change your design at any time. myNAPPS will help you register a domain name such as www.mikespetting.com. Communicating with your customers with your own pet sitter address (example: [email protected]), speaks volumes for your professionalism. E-mail addresses for your employees are also available. myNAPPS offers two reasonably priced plans. The standard plan is only $9.99 per month for just the Web site. The “plus” plan is $15.99 per month and includes a Web site, domain name, and e-mail addresses. There are no sign-up fees and you can cancel at any time. Whether visitors are looking for your business specifically, or searching for pet sitting services, you can be found. To learn more about the myNAPPS program, visit http://mynapps.com to take a screenshot tour or see a sample site.

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Start Now to Make Tax Time Less Taxing! By: Kristin Morrison I encourage you to find an accountant that is not just a numbers person but also a “people person.” It’s best to find someone you can really converse with about your pet sitting company, and who will give you tips for saving money and running a more effective business. Remember: most accountants deal with small businesses daily. They are often a treasure trove of information about how best to run your business. You want to find someone with whom you can relate and can guide you in maintaining a prosperous and solvent business in addition to completing your tax forms.

Have you made your quarterly 2008 IRS payment yet? I don’t usually bare my own personal tax information to the general pet sitting public but the more I’ve been talking to pet sitters recently the more I’m aware that sitters really need to be informed about taxes. It makes me willing to reveal my own tax mistakes and solutions. It’s my hope that if you are one of those pet sitters who avoids the subject of taxes (even to the point of wanting to stop reading this article right now!) that you will continue reading and learn from my own tax experience.

When you find the right accountant set up an appointment as soon as possible! Commit to a date by which you will interview accountants and get going on it. April 1st is when a lot of pet sitters suddenly remember that tax time is coming and it is not a good time to start interviewing.

When I first started my pet sitting business 13 years ago I had another job that was my main source of income. That job helped me get on my feet until I could do the pet sitting business full-time. For the first couple of years I didn't make a lot in my pet sitting business so I didn't have to pay a lot (if anything) in taxes. The year after I began running my business full-time I was in for a rude awakening! I hadn't paid any estimated taxes, and so on April 15th I ended up owing the government over $8,000 for the prior year's taxes. Ouch.

2. Starting today, save as much money as you can and put it away in a designated savings account so that you will at least have something you can send to the IRS by April 15, 2009. Through the process of incurring my tax debt in my business I learned five important things that I'd like to share with you:

Since I didn't have any money in savings, I ended up doing a payment plan with the IRS that resulted in the original $8,000 tax bill ballooning to over $16,000 over the course of the few years that it took to pay it off. Let me share a little known fact about the IRS: when you do a payment plan through the IRS (which sounds lovely, doesn’t it?) you get charged huge amounts of compound interest and penalties even if you are now paying your late taxes in a timely manner with a payment plan.

with small businesses and who will be able to point out all of the intricate deductions and expenses that a small business owner can take. Having a good accountant will cost you money, but will save you thousands of dollars each year.

Having this $16,000 tax debt felt like my business was sinking fast. If my business was a boat then the IRS tax debt was an ever-growing hole. Just as quickly as I was scooping water out of the boat, twice as much water was coming in (that’s compound interest for you).

How to find a good accountant? Ask other business owners or friends for a referral. Or look in the phone book and “interview” accountants over the phone. If you are picking this person out randomly from the phone book, don’t be afraid to ask for references you can call.

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1. Get a good accountant for tax purposes. Preferably someone that works

I hear from some pet sitters that they are not making enough to pay for daily expenses so how can they pay taxes? Look, if you had a car repair bill or an emergency dental procedure that needed to be paid you’d find the money, right? Any timely payment to the IRS is better than nothing. Make a firm commitment to yourself that 15 to 20 percent of all income earned from clients between now and April 15th goes into a tax savings account (you can open a free checking account at a lot of banks). If you are better at saving money in the short term then you’ll find it easier to figure out how much each quarter’s tax payments need to be in order to be current with the IRS. My tax payments end up being roughly $3,000 a quarter so I save $1,000 toward taxes each month in order to send a timely payment each quarter.

If you find yourself spending your tax money then I would encourage you to send it in monthly! Simply make copies of your payment coupons to the IRS and send a third of your quarterly payment each month. Putting an envelope addressed to the IRS with your monthly bills will help you remember to send your payment on time and to budget for it each month.

3. Be diligent about writing down every business expense and record it in a computer program like Quicken or QuickBooks. I've used both software systems and Quicken seems to be easier to use for first-time recordkeepers. If you need someone to train you why not put an ad on Craigslist to find someone to help you learn how to use the software?

4. Record daily business expenses when you make a business purchase or write a check. I keep a small notebook in my purse and every amount I spend on the business (staff checks, office supplies, etc.) gets written in this book immedi-

ately after I've written the check. At the end of the month, I enter all my expenses in Quicken and tally it up at the end of the year for easy tax preparation. Tax time can be stressful enough; having my expense records already itemized at the end of each calendar year makes taxes much easier.

5. If you owe an amount you cannot pay to the IRS, do everything you can to avoid a payment plan with the IRS. Remember what I said above: my tax payment of $8,000 ballooned to a hefty $16,000 in only a few years because I had a payment plan with the IRS. The IRS charges extremely high interest and late payment fees (if you are on a payment plan you are already considered a late payee so you get penalized twice with high interest!) If you have good credit you can put the amount on a credit card and then move the tax balance to a zero percent credit card for 12 to 18 months (depending upon the terms). There was a balance-transfer fee (2.5 percent of the balance I transferred) when I used the zero per-

cent interest credit card for my tax debt but it was worth it because it helped me pay down the $16,000 balance so it didn't cost me even more in interest in the long run! If it will take you longer than the 12 to 18 month zero percent grace period to pay off the balance be sure to move to another zero percent credit card a month before the introductory rate ends...otherwise you are back where you started—incurring even more debt. No one likes dealing with taxes, but good preparation this year can help you have a more relaxed tax experience next year. Kristin Morrison is the owner of WOOF! Pet Sitting Service in San Rafael, CA and a business coach for pet sitters. Kristin is a firm believer in working smarter (not harder) and has created a six-figure pet sitting business while working three days a week. She coaches other pet sitting business owners on the fine art of creating a successful pet sitting business while maintaining a fun and successful life. You can email Kristin at: [email protected] n

Fluffy Survives Three Months in Yellowstone Park

With the help of local residents, a Texas family recovered their cat lost in Yellowstone Park for three months. The family was camping in a trailer in the West Yellowstone area when their longhaired tabby, Fluffy, went missing in early August. It was assumed the cat had been caught by a coyote. The children in the family, three young girls, 6-year-old twins and an 8-year-old, were despondent over losing the cat. But Fluffy had the skills to survive for three months despite the many predators such as coyotes, foxes, owls, hawks, eagles and grizzly bears that live in the park. Locals about a mile from the campground noticed a stray cat and started leaving food out for her. Although she had a tag, she wouldn't let anyone get close enough to her to read it. With cold weather approaching in mid-November, residents baited a live trap with cat food and caught Fluffy. They immediately called the family after reading her tag. A local Yellowstone resident and retired flight attendant volunteered to accompany Fluffy home. She flew to Houston with Fluffy and met the family, who paid the cat’s vet bill and $150 air fare.

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For members who aren’t regular contributors to NAPPSCHAT (an online dialogue between NAPPS members), take a look at some of the questions members have posed recently. In this issue we discuss how to pre-qualify a client so you don’t waste time and money. We also cover how to ask the client for their business.

Do any of you have any tips for screening for SERIOUS clients? I’m spending a lot of time running around – I don’t call these clients ‘casual’ but maybe I missed something. In the past few weeks I’ve had two consultations at which customer tells me, after I’ve been there 30 minutes or more, “Oh, by the way, I’m interviewing several pet sitters and so I’m not signing any paperwork here and now.” Jane Mitchell, Purrsonal Touch Pet Sitting Service I tell them in the phone interview that my schedule fills up really fast and there are only so many spots available, so I will "pencil them in" or "fit them in" until the consult but if they want to guarantee the spot on my schedule, they will have to fill out the paperwork and pay for the entire invoice at the time of the consult. This prepares them that they need to be ready to pay, lets them know that they could miss out if they don't finalize, and also subtly gives them the perception that I’m in demand, so I must be a good sitter. Even if my schedule is wide open I always tell potential new clients that I can probably "fit them in" so that they have the

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impression that if they don't act fast they will lose the spots. Sue Reid, NAPPS Board Member We always give the clients a quote via email before we meet the potential customer. Our quote covers the additional fees (med administration, extra time, etc) and I think by this we weed out some of the individuals that are “shopping.” By doing this we do not waste travel time on customers that are not serious (our prices are competitive). Our sales pitch is via the telephone (sometimes email) and the close at the consultation. (Knock on wood) but since every client that we have scheduled a consultation with has booked, I’m assuming this is because there are no surprises. Jenny Portu Jane, having this happen twice in the same month isn't all that unusual. People have a right to interview different sitters, your only mistake is in failing to identify which meeting appointments are just truly pre-screening interviews, and those where prospect is already "pre-sold" and ready to sign up. I always ask two questions: 1. Do you have one of our brochures? 2. Have you ever used a professional sitting service before? The first question is to obtain their home address. With this, I can quickly look up on the web whether they own or rent. If they are a homeowner (preferable) I determine for how long, how much they paid, how nice/ritzy the neighborhood, etc. All good stuff to have. The brochure pretty much sells the service, so when people call back to

book a meeting, after a few questions on my part; I know I've got a live one. (Yes, prices are listed! If you don't list them, a lot of people will assume you are expensive and won't call.) The second question can help avoid a lot of headaches, as you are learning. If I didn't have a top-drawer brochure to mail out, I would not book a meeting "cold". A welldone brochure with a "purrsonal" note may seal the deal first, whether you have a Web site or not. This is how I have done it for eight years. Marty Morrison, Purrfect, Maryland's Eastern Shore I find that one of every five to six client interviews don't book immediately. I don't have any stats for how many book eventually. This may seem high to some, but I think it is a mindset for our company. If we can get in front of you in your home and meet you and your pets, then we want to do that. We want the opportunity to show you how good we are, even if you don’t need a pet sitter right now, or ever. Second, we give our visit prices on our Web site and over the phone. I don't want to waste my time either—so I will tell you right up front what it will be and add that more or longer visits may be necessary after I meet you—but this is a starting point. I also tell people that they know their pets best and I will follow their suggestions, but I know my business best and so we can talk about that too. Jennifer Haralson, NAPPS Board of Directors n

Legislative Update Support the Charitable Remainder Pet Trust Act

T i p s

Knowing that pets usually have shorter lifespans than humans, you may have planned for your animal friend's passing. But what if you are the one who becomes ill or incapacitated, or who dies first? As a responsible pet owner, you provide your pet with food and water, shelter, veterinary care, and love. To ensure that your beloved pet will continue to receive this if something unexpected were to happen to you, it's critical to plan ahead.

Although some states have passed laws providing for enforcement of pet trusts, federal law lacks such measures. A federal bill sponsored by Reps. Earl Blumenauer (D-OR) and Jim Ramstad (R-MN), the Charitable Remainder Pet Trust Act (H.R. 2491), would allow the creation of charitable pet trusts under the federal tax code. The language ensures that individuals may provide ongoing care for their pets and still shelter a portion of their estate for charity.

In 39 states and Washington, DC, pet owners can establish trusts to ensure the lifelong care of their companion animals. As part of their estate planning, in these jurisdictions individuals can assign their pets a permanent guardian and make provisions for veterinary care, food, water, and companionship. In a nation that euthanizes three to four million dogs and cats each year for lack of homes, pet trusts are a vital safety net.

Please make a brief, polite phone call to your U.S. Representative to urge co-sponsorship of the Charitable Remainder Pet Trust Act (H.R. 2491), to help people provide lifelong care for pets who survive them. Then, ask your two U.S. senators to introduce a companion bill. You can reach your federal legislators by calling the Capitol switchboard at (202) 224-3121. n

O f

T h e

Tr a d e

We try to find a really good reason each month to be in touch with our clients. One that we found for February is Valentine’s Day. We spend a lot of time writing “love notes” to all of our pets. We address the envelopes to the pets and mail them a valentine card from their pet sitter. Our clients love this and keep the valentine on the counter, or television all year long. We do this instead of Christmas cards, because Christmas cards get lost in the hustle and bustle of the season. No one sends Valentine’s cards so we really stand out. Jennifer Haralson A Pause for Paws, Inc.

I have my clients give me the names of their snow removal people in case I need to confirm what time they are coming to clear the clients' driveways, or in case they don't show up so I have a way of contacting them. This saves me time in the long run because I don't have to go back and forth to the home to see if the driveway is cleared. I also ask the client to tell their snowplower that the pet sitter may be calling them to confirm and it is of the utmost importance to clear the driveway by the requested time so the pets can be fed. Linda Norton, Precious Pets Pet Sitting

It's a good business practice to let your clients know that you don't allow shared visits. Shared visits is defined as anyone else who is coming into the home to provide pet care other than you. Some of the highest number of cases of insurance claims in our business occur during shared assignments. Nancy Stevens, Ark Angels Pet Care

It's a good idea to ask your clients to let you know when they have arrived home safely from their trip. Traffic accidents and severe weather situations can cause major headaches for clients and pet sitters. Asking your clients for a simple phone call insures that their beloved pets' well being is a priority to you, even when unforeseen circumstances occur. If you know when to expect to hear from them and then you don't hear from them, visits should be continued until their return is confirmed. Clients will appreciate your diligence about this. Nancy Stevens, Ark Angels Pet Care

• Celebrate your successes and learn from your mistakes. • Give someone a copy of your daily schedule and check in with that person at specific times during the day. If something should happen to you they would know where to find you. Example: “I've fallen and I can't get up!” • Get it in writing, that way everyone understands exactly what is expected of them. • If you received a complaint, handle it as soon as possible. The faster you resolve a problem, the better the outcome will be. • Trust your gut. If it doesn't feel right don't do it. An ounce of prevention is worth a pound of cure. Give clients a range of time for your visits, such as 11 AM to 2 PM, or 7 PM to 9 PM. This allows you some flexibility in the event of unanticipated events. John D’Ariano, A Pet Sitter Plus Have some favorite things you do in the field to make pet sitting easier and safer for your colleagues? Send your tips to [email protected].

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Pet Sitter Safety: Pet Sitter First, Pets Second! This article provided by the NAPPS Disaster Preparedness Subcommittee (Chair: Marcia Breithaupt, [email protected]) When people talk or write about pet sitting and safety, most stories focus on the animals and not the health of the pet sitter. As professional pet sitters our own safety and well being is our number one priority in order to guarantee premium and professional services to our clients. Our NAPPS Disaster Preparedness Committee prepares the professional pet sitter for not just the pet, but the human emergencies that sometimes occur. As with any position in oversight of others, if we are not in our best physical and mental state we may actually become a danger to our family and animals. We must take care of ourselves, eating well and getting seven to eight hours of sleep. We have all burned the candle at both ends and gotten away with it, but it just always seems to happen that life’s emergencies seem to occur when we feel the worst physically or mentally.

Pet Sitter Safety Kit It’s going to happen…we just feel lousy or wind up with cuts, bites, or irritations – now what? Be prepared! Having a simple safety kit for the pet sitter is critical. It is really simple to throw together a collection of items in a lowcost fanny or back pack and have it in the car at all times. You may not use it for weeks but when you do it is a godsend to have. Below is a good starting list in materials to pull together for any pet sitter. If you have other suggestions, please let us know!

Pet Sitter Kit Items • Emergency contact information for yourself along with a pet sitter backup contact should you need coverage for animals in your care. • Your weekly schedule placed in a page protector and taped to your dashboard of your car is recommended. • Bottled water and power bars • Glow in the dark flashlight • Aspirin/Tylenol • Hand wipes or sanitizers • First aid kit with ointments, gauze, wound treatment materials • AAA or road side assistance information • Towel and blanket

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• Extra leash – one of our favorites, from RokStraps, operates like a bungee cord and is made of rubber (www.RokStraps.com) • Pepper spray • Tool for breaking window or cutting seatbelts • Latex gloves and or canvas work gloves

Additional Environmental Kit Items Many states in the U.S. have unexpected strong and rapid climate changes occurring in one day with temperature swings of 50 to 60 degrees. Below is a good reminder list of kit items for hot and cold weather conditions that may occur in the same day!

Hot Weather Pet Sitter Safety Kit • Light weight clothing or wicking fabrics • Water, vitamin water, energy drink, Gatorade • Protein power bars – available at Costco, Sam’s, GNC, Grocery, Convenience, WalMart • Emergen-C (must have water) • Power bar gel (electrolytes for energy, used by runners at GNC) • Eight or five-hour energy drink (2 oz bottle of decaf or caffeinated) – available at Wal-Mart, Walgreens, Grocery, GNC • Bug spray or wipes

Cold Weather Pet Sitter Safety Kit • • • • • • • •

Warm clothing, i.e., thermal underwear Thermal blanket Protein power bars Shovel and ice scraper Salt for snow and ice removal Chains or winter tires Boots and flares Flashlight with extra batteries

Pet First Aid Kit A belly (fanny) pack is suggested for pets. The American Red Cross has belly pack kits to treat pets in an emergency at www.redcrossshop.org/firstaid/index.htm. n

Best Practices: Properly Managing Problem Situations The National Association of Professional Pet Sitters is comprised of many wonderful, caring and compassionate individuals. Our members have committed themselves to providing a premium level of service to their customers and animal companions, and can be proud that they and their fellow members represent the best the pet-care industry has to offer. Unfortunately, there are occasions when even the best of intentions, preparation, and careful follow through result in a disappointed customer. These disappointments may be the result of simple human error, the lack of proper communication, or even circumstances out of your control. The way these situations are handled is a critical component in the success of your business. Throughout the process of communicating with the customer about a problem situation, remember that many minor mishaps are actually opportunities in disguise. Obviously we are striving for perfection in the performance of our pet-care responsibilities. Most people who engage your services, however, may hope for, but do not necessarily expect, perfection. They will judge you more for what you do after a mistake has been made than the mistake itself. A sincere effort at correcting the miscue, and making sure the same mistake is not repeated, are the main things that will result in keeping the confidence of most of your clients. Treating the customer with kid gloves obviously becomes very important when you’ve lost a key, left a door unlocked, failed to follow explicit instructions, or even worse, missed a visit. It is equally important when the mistake is not entirely your doing. Experienced service professionals know the customer might sometimes miscommunicate something or otherwise contribute to whatever mistake occurs. This fact will be irrelevant to the majority of customers, and it will do you no good to argue over who should have done what. Educating the customer is better left until all other issues are resolved and you are explaining your procedure for preventing a reoccurrence.

continues on page 12

The NAPPS Network • 11

continued from page 11 Here are some steps you can take to try and keep an unfortunate incident from turning into a disaster. Your goal better relations with your customer, or at the very least, allowing the customer to leave your service with the knowledge that you are an honest and professional individual who simply made a mistake.

Remove Your Ego from the Situation Look at the situation as if it were another service involved, not yours. This may be difficult to do, but it is an essential first step in resolving most problems as it allows you to look at the situation objectively, and also sets the stage for the steps that follow.

Ask for a Face-to-face Meeting if the Problem is not a Minor One

if you allow that to happen. If despite your attempts at keeping the situation calm the customer escalates their inappropriate behavior, politely let them know that although you have a sincere interest in professionally resolving the situation, continued similar behavior will result in your excusing yourself and leaving. If this step becomes necessary, calmly let them know they may call you to schedule another appointment after they have calmed down.

Remain Calm This can be difficult also, particularly if you are dealing with someone who becomes agitated, or even worse, aggressive or verbally abusive. Take a deep breath if this happens, and do not respond in kind. You, not they, will be the loser

In order to solve the problem, you must understand the problem as the customer sees it. Do not interrupt other than to ask brief clarifying questions until you are certain the customer feels they have had an adequate opportunity to express themselves.

When emotions escalate, communication deteriorates, and misunderstanding the customer’s main concern becomes possible. Say, “I understand that you are concerned about …” and name each item that they mentioned. Then follow up with, “I think your main concern is…” and deal with this first. Other concerns may well be minor, and possibly even disappear if you are able to satisfactorily resolve their main concern.

“

Unfortunately, there are occasions when even the best of intentions,

preparation, and careful follow through result in a disappointed customer.

The way these situations are handled is a critical component in the success of your business. The NAPPS Network • 12

Not just once, either. The customer wants to know you mean it. Begin and end with an apology, and try to fit one in somewhere in between too. Showing empathy while delivering the apology (explaining how you would feel if the roles were reversed) communicates that you understand the gravity of the situation. Again, do not make any reference to the problem being partly the result of someone else’s action.

Listen

Restate the Problem

This will demonstrate your commitment to customer satisfaction, and also gives both parties a chance at improved communication.

Say You’re Sorry

Offer to Cover Any Expenses, Give the Key Back, or a Refund Saying you’re sorry does no good if you don’t demonstrate that you mean it. Making sure your clients do not suffer monetarily for your mistake is a good way of demonstrating your sincere apology.

Be Completely Forthcoming with the Information You Provide Sometimes you might be presented with a challenge in progress, a situation where the consequences of the mistake are still uncertain. If this is the case, do not withhold information in an effort to place yourself in a more favorable position. Holding information back will probably backfire. Give as much informa-

tion as possible as soon as possible. Complete honesty, even to the point of volunteering information that points the blame in your direction, will reassure the customer that you are an honorable person, one they might do well to continue to do business with despite the current problem.

Explain What Corrective Action You are Taking If you don’t know yet how you will prevent the same mistake from occurring again, promise a return call or visit to provide these details. This is crucial in possibly retaining the customer. If you feel there is some way the customer contributed to the incident, this is the right time to ask for their help in taking specific actions that will help prevent a reoccurrence of the same problem.

Don’t Forget to Say You are Sorry Again Open and honest communication is the key to favorably resolving customer concerns. n

Annual Conference Committee The annual conference committee operates as a subcommittee of the marketing committee. The duties of the annual conference committee are to determine venues and develop a program for NAPPS members that will provide them with: • the educational tools to improve their business operations and pet care knowledge • peer networking • a forum to have their voice heard. Each year the committee develops a program that provides a learning opportunity for the newbie pet sitter, as well as, the more established pet sitter. Along with an outstanding program with top-notch speakers, the committee strives to make the conference a fun and relaxing experience. In addition there are many opportunities for pet sitters to network and learn from each other. The committee members are comprised of members of the executive committee, the officers of the board of directors. Member input regarding the program and activities is welcome. You can e-mail the annual conference committee chair, Anna Sias at [email protected]. n

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Natural Treatments for Epilepsy and Seizure Disorders in Pets By: Erik Caplan Epilepsy is a growing concern for pet owners and a very common problem in veterinary medicine today. Epilepsy is known as a seizure disorder, and it is characterized by sudden, involuntary changes in behavior, muscle control, consciousness, and/or sensation.

to the scarred tissue, which prevents the normal passage of blood through the liver. • Severe worm infestation Parasites release toxins. The toxins have an adverse affect on the central nervous system.

Common Types of Seizures There are two basic forms of epilepsy. Infrequent “petit mal,” or partial motor seizure, is considered a less severe form of epilepsy, affecting only a specific group or groups of muscles. “Grand mal,” or major motor seizure, is a more severe case. Grand mal includes a loss of consciousness and gross body movements.

• Low blood sugar Hypoglycemia, which brings on feelings of fatigue and stress, may be a factor in triggering seizures. Scientists have estimated between 50 to 90 percent of all epileptics suffer from low blood sugar, and 70 percent have abnormal glucose tolerance levels.

Common Symptoms a Pet May Suffer During Seizure

• Lead, chemicals, additives and poisoning Toxic metals such as lead, copper, mercury, and aluminum have also been known to cause seizures. Some pets are very sensitive to such metals, and exposure is common through aluminum cookware, auto exhaust, industrial pollution, household cleaners, and copper water pipes. Flea sprays, collars, and yard sprays are also toxic to pets.

• • • • • •

Stiffness Loss of consciousness Urination Salivation Sudden, violent shaking Muscle twitching or slight shaking of a limb • Staring, altered vision

A seizure may last from one to five minutes. The pet may seem exhausted, confused, and disoriented after the event.

Major Causes of Seizures • Genetic factors Some forms of epilepsy are inherited. Sodium, potassium, and calcium enter the brain as ions and produce electric charges. These charges must fire regularly in order for a steady current to pass from one nerve cell to another. If the channels carrying them are genetically damaged, an imbalance occurs, causing a misfire and seizures. • Brain tumors Both cancerous and non-cancerous brain tumors can cause seizures. • Liver disease Liver disease is a degenerative inflammatory disease resulting in the hardening and scarring of liver cells. The liver becomes unable to function properly due

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• Vaccinations Because vaccines may contain proteins and/or organisms, they may produce an allergic encephalitis inflammation of the brain. • Infections, cysts and cancer • Head trauma A blow to the head from an auto accident, abuse or other accident can lead to lifelong seizures. • Renal kidney failure The role of the kidneys is to remove toxins and excess fluid. When the kidneys become diseased or damaged, they may lose their ability to perform these functions, causing a toxic build-up in the body. A toxic build-up can lead to a seizure disorder. • Vitamin deficiencies Research points to vitamin and mineral

deficiencies as possible causes of epilepsy. The key nutrients appearing deficient in epileptics are vitamin B6, vitamin A, folic acid, vitamin D, zinc, taurine, magnesium, and calcium.

Types of Treatments Traditional treatments such as phenobarbital, primidone, diazepam (Valium) and potassium bromide are typically prescribed by veterinarians for seizure disorders. Although medications can be very effective, some may cause side effects. Many pet owners are now researching other methods of treating seizure disorders.

Treating Seizure Disorders Naturally with a Prevention Plan A prevention plan addresses a pet’s special needs to limit or prevent seizures. It is a simple method of enhancing nutrition levels and making lifestyle changes. First, rule out other health problems that may be triggering seizures such as thyroid, diabetes, cancer, liver, or kidney disease. Secondly, begin feeding your pet a homemade diet or high-quality commercial food. Research has shown a low-quality diet—meaning a diet full of chemicals, fillers, stabilizers, coloring agents, sodium nitrate, and by-products—can lead to many common ailments.

Rule Out Hypoglycemia Hypoglycemia is a medical term for low blood sugar, a condition becoming more common in pets. It is especially common in pets suffering from seizures. To avoid this condition, it is helpful to ensure the pet maintains a high-quality diet to maintain proper blood sugar levels. In addition, it is also recommended to: • Keep stress to a minimum. • Exercise moderately. • Supplement with high-quality vitamins. • Feed the pet small frequent meals.

Symptoms of a Hypoglycemic Attack • Staggering or collapse • Weakness • Aggression

• Moodiness • Glassy eyes, staring, dazed look If a seizure occurs due to a hypoglycemic attack, it’s essential to administer a source of glucose. The best source of glucose is honey. Honey comprises 35 percent protein and contains half of all the necessary amino acids. It is a highly concentrated source of many essential nutrients, including large quantities of carbohydrates (sugars), some minerals, B complex, and C, D, and E. Therefore, honey will immediately raise the blood sugar, putting the body in balance and stabilizing the blood sugar level. If honey is not available, use jelly, karo syrup or

maple syrup. A small amount of one of these directly into the mouth will be quickly absorbed.

Eliminate Toxins in the House, Yard, and on the Pet Many household cleaners contain formaldehyde, also known as embalming solution. This can cause severe irritation to a pet’s eyes, throat, and skin. Some floor polishes contain carcinogenic chemicals, which can also damage the heart, kidneys, liver, and central nervous system. It is important to keep pets in a well-ventilated area when cleaning. Flea collars, flea sprays, air fresheners, carpet pow-

ders, and yard control products are not recommended.

What to do When a Seizure Occurs • If there is forewarning, administer honey. Give about one tablespoon for average size pets. For smaller pets, use one teaspoon. In many cases, this will lessen the severity of the seizure. • Remain calm. Pet care givers will prolong the seizure if they scream or get upset. • Turn off all lights, TV, and music. Get to a quiet, dark room and hold your pet in a comforting, reassuring way. n

Secondhand Smoke: A Danger to Pets By: Erik Caplan Studies have shown secondhand smoke (cigarette smoke exhaled by a smoker and inhaled by those in the vicinity) poses a health risk to non-smokers. This is not news to most of us. However, did you know secondhand smoke can be detrimental to the health of pets in a smoker’s household? Take a minute and consider this. In fact, several scientific studies have shown secondhand smoke can cause serious health problems in pets, including bronchitis, heart disease, and cancer. Dr. Lynn Weber, a pharmacist, professor, and researcher at the University of Saskatchewan, has found some significant changes in the blood vessels of dogs living in the homes of smokers.

1. Quit smoking. 2. Smoke outside your house, as far from your pet as possible. 3. If your dog has difficulty breathing or has a bloody nasal discharge or is coughing, go see your vet. 4. Check your pet’s mouth often to detect a mass early, and

“In people, these changes are linked to stroke and heart attacks,” says Weber. “Granted, these diseases are rare in dogs, so I am trying to understand what these changes mean for pets.” A 2001 Colorado State University study published in the American Journal of Epidemiology showed secondhand smoke can cause cancer of the sinus in dogs. This cancer is twice as likely in dogs with long noses, such as Collies, Greyhounds and German Shepherds, probably because there is simply more tissue exposed to carcinogens as the smoke travels through their nose. Dogs with short or medium nose lengths, like Pugs, are unfortunately not risk-free. This study indicated these breeds had a higher risk of lung cancer. Ironically, this may be because their shorter nose is less effective at filtering carcinogens before they reach the dog’s lungs. Ultimately, every dog breed is at risk. Colorado researchers found toxins from cigarette smoke

consult your vet if you have any doubt. in the urine of dogs living with smokers. This was confirmed by a 2008 study at the Tufts vet school in Massachusetts. Cats can be affected as well. A Tufts school of veterinary medicine study showed a connection between secondhand smoke and a common type of cancer in the mouth of cats, called squamous cell carcinoma. How do they get it? Well, cats groom often, so they lick carcinogens that land on their fur. These findings are confirmed in a study from the University of Massachusetts. A 2007 study done at the University of Minnesota shows cats living with smokers also have nicotine and other toxins in their urine. Another study from the University of Massachusetts showed cats exposed to sec-

ondhand smoke are twice as likely to develop lymphoma, a cancer of the lymph nodes and one of the most common cancers we see in cats. Carcinogens that were licked, ingested or inhaled end up in the blood stream, which is filtered by lymph nodes. Sadly, there is no early warning sign of cancer in these pets. Lung cancer will eventually cause coughing and weight loss. Sinus cancer will cause sneezing, bloody discharge, and possible swelling or deformation of the nose. Additionally, when cigarettes are in the same home as pets, there is a danger they will eat part or all of a cigarette pack. This can cause nicotine poisoning—a life-threatening situation. n

The NAPPS Network • 15

Pricing and Price Increases By: John D’Ariano We often wonder - What will happen if I increase my prices? Perhaps the way we should be looking at this is to ask ourselves What will happen if I do not increase my prices. The answer to this question lies in doing a little math. In order to be successful in business the business must remain profitable. The amount of profit you make must be at least the amount of money, in addition to any other income you may have, required in order to maintain your desired standard of living. If a business owner cannot make enough profit to maintain their desired standard of living than they cannot afford to remain in business. Hence, a possible answer to the question, what will happen if I do not raise my prices? In order to determine if you are charging the right price for your services, you must first determine what your overhead is. This is your cost of doing business. You can determine this figure by adding all the expenses incurred in order to run and operate your business. Every single business expense must be considered. A few examples are communication services, Internet services, advertising and marketing, office equipment purchases and depreciation, gasoline, vehicle maintenance, purchase and depreciation, insurance, taxes, pencils, papers, rubber bands, etc. Many expenses are obvious while others are not as apparent. You must dig deep and be certain to include every single penny spent in the course of doing business. Once you have determined the total cost of doing business you must ask yourself: “How much profit would I like to make, or do I need to make, for the year?” We will call this amount your markup. The markup may vary from year to year. It will depend on the amount of business you do, how much work you personally perform, how much work is performed by Independent Contractors or employees and many other factors. Once you have established your cost of doing business and your markup you must determine the number of visits made by your company each year. If you have been in business for a year or more you should be able to calculate this number without much difficulty. If you are new to the business you will have to come up with a realistic estimate for your first year's business. Once this has been done you can easily determine the minimum fees you should be charging for your services.

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The following is an example of how this pricing method works. The numbers provided are for demonstration purposes only. They may appear to be representative of a typical pet sitting business; however, they were not taken from an actual business. $60,000: Overhead or cost of doing business per year $40,000: 67% Markup. $100.000: Total annual revenue required to provide for overhead and markup 4,347 visits were made for the year. This is an average of 12 stops per day, less on some days, more during peak times. $60,000 overhead divided by 4,347 visits equals $13.80. The cost to complete each visit is $13.80. $100,000 desired revenue, divided by 4,347 visits, equals $23.00. $23.00 per visit is what must be charged in this example in order to sustain the business at the desired profit level. $23.00 minus $13.80 equals a per visit profit of $9.20. $9.20 profit, times 4,347 visits equals $39,992.40 in net profit or approximately 67% of $60,000.

If the numbers indicate that your current fees for service are sufficient to cover your cost of doing business and your desired markup, then there is no need to change your pricing. On the other hand, if the numbers indicate that your pricing structure will not generate sufficient income to cover their cost of doing business and your desired markup, then it is time for a price increase. A pricing review should be conducted annually. This will enable you to increase prices in small increments as needed. You will find that most clients will not object strongly to small price increases; in fact they tend to expect that prices will go up. When it comes to increasing prices the biggest mistake you can make is to procrastinate. If you avoid raising your prices when needed, eventually you will be forced to increase your fees in order to survive. At that point the price change could be significant and may negatively impact client retention. It is far better to have a one or two dollar price increase every few years than to have a four or five dollars increase after three or four years without a price change.

When we change our fees we don’t notify our clients in advance. When clients make their reservations we advise them that “our prices have increased slightly since you last used our services. The change on your invoice will only be $x per visit so it will not be too bad”. At this point the client will continue with the reservation or they will tell you they prefer not to book the service. You will get immediate feedback and not have to guess whether or not the price change caused you to lose the client. The price increase we instituted was for $2.00 across the board. At that time only 3 or 4 of our 400 clients indicated that they did not anticipate a price change and they were not pleased with the increase. Most of our clients said that they knew it was just a matter of time and some said they didn’t know why our prices had not gone up sooner. None of our clients were lost due to the price change. If you provide outstanding service and your price increases are reasonable, your clients will keep calling you year after year and if you're making a reasonable profit you will still be there for them and their companions. n

Selected Sessions from the 2009 Annual Conference If you did not attend the annual conference, here is what you missed. Liability and Bonding Insurance for Pet Sitters David Pearsall, Business Insurers of the Carolinas This presentation will cover the topics of general liability, care, custody and control, workers compensation, and employee dishonesty bonds. Find out if you truly need this type of coverage in place to protect your business. David will discuss all types of coverage in detail and use examples of true pet sitter claims gathered from over 10 years of insuring professional pet sitters.

Disaster Preparedness Monica Leighton, NAPPS President Elect This presentation will be about developing your pet sitting businesses disaster plan, and will cover: • How to market and gain community awareness with your disaster plan • How to educate your clients on disaster preparedness • Pet sitter disaster precautions and safety tips • Employee/IC disaster training

Advertising and Public Relations (Without Spending Piles of Money) Lee Van Kirk, Tartan Media Group CEO Advertising and public relations do not require tons of money to accomplish. Every business has local and regional resources, many of which are free, that can be accessed by pet sitters regardless of the business size. This session deals with the "NO'" and "YES” of advertising methodology, as well as a "guerilla" approach to community awareness of your business. We'll discuss television and radio spots, POS tools, press freebies, value added selling, web sites, and more.

NAPPSCHAT Live Linda Norton, Precious Pets During this lively session you will have an organized and fun experience meeting your fellow professional pet sitters - both new and sea-

soned pet sitters alike. You will not need to take notes or think deeply. By the end of this experiential sessions you will have; • some of your pet sitting questions answered, • an opportunity to share your wisdom and knowledge of the business, • some good laughs and hopefully be inspired and excited about some of the possibilities pet sitting can hold for you.

How Art Thou Invaluable? Let Me Count the Ways Debra Farrington, Author and Pet Sitter In this inspirational session we’ll explore the ways in which pet sitters are invaluable to their clients. We are: • called (as in uniquely qualified and gifted) to this work • educators and resource persons • home vet techs – partnering with animal’s vets in providing health care • playmates/companions who take care of animals’ physical and emotional needs • hospice counselors • bereavement counselors • a security service • a problem solver for all kinds of stuff (home and/or animal related) that comes up while folks are gone • basic caregivers for animals: dog food or cat food givers, potty breakers, litter cleaners • animal advocates in our communities

Take This Job and Love It: How to Hire, Fire, and Keep Your Staff Happy Lee Silber, Creative Lee Speaking When it comes to staff management, winning is everything. Wait, before we go any farther, let's clarify what "winning" means. It means everyone wins—the company, the clients, and the staff—because having the right people, doing the right things, with the right attitude is the formula for happy and productive employees. This program is all about creating a win/win situation for each and every staff member so they will take their job and love it. In this lively and interactive 45-minute program, we will cover the three key components to creating an atmosphere that attracts the best people, keeps

The NAPPS Network • 17

them engaged, and when the time comes, gives them tools to succeed if and when they need to leave. Included will be examples from organizations that have embraced this philosophy with immense success.

Speaking With Confidence: How to Manage the Butterflies Mimi Donaldson, MimiSpeaks! “Speaking with Confidence” is a motivating program designed to improve the quality of the presentations you make on the job. Your success as a presenter depends on your self-confidence and the professionalism you experience in front of a group. Your goal is to make the best professional presentation possible, and be successful in getting your ideas accepted and approved. This session provides an action plan to help you: • use your energy in positive ways to burn off nervousness • analyze your audience prior to preparing your talk • organize your talk based on your audience's concerns • handle questions and answers with confidence and control

Pet Loss and Grief: Implications for Providing Compassionate Care Betty Carmack, R.N., Ed.D., C.T., Professor Emerita This presentation will provide practical examples to support clients compassionately through the challenging time of losing a beloved animal companion. We will review specific aspects of the grief that accompanies the deteriorating health and subsequent loss of an animal family member, and focus on ways to provide support before, during and after the loss. Time will be spent addressing the particular challenges of caring for animals receiving hospice or end of life care. Selected difficulties and challenges of euthanasia will be explored. Additionally, Betty will address particular factors that increase susceptibility to complicated grief. Attention will be given to the value of rituals and memorials and ways to assist clients in creating meaningful ones. Participants will gain an increased awareness of the significance of pet loss and subsequent grief and the importance of their role in providing understanding and support.

It’s Cool to Be Catty Arden Moore, America’s Pet Edu-Tainer Even though cats reign as America’s most popular pet (with no apologies to those d-o-g-s), people remain puzzled as to why their cats do what they do. Arden Moore gets catty—on purpose—to deliver insights into the feline mystique. Joined by her well-traveled feline pal, Callie, Arden will address practical tips and creative ways to connect with cats to bring out the best in people and their pets. She will offer solutions for feline challenges commonly faced by pet sitters in her trademarked “edu-taining” style.

What to do if an Animal Escapes Your Care Kat Albrecht, Author and Pet Detective The only thing worse than losing a pet is losing someone else's—especially when it’s a client's animal entrusted to your care. This workshop provides an overview of existing lost pet services, information on lost pet behaviors, and tips that will help you locate the lost cat or dog while salvaging the relationship with your client. The speaker is a former police bloodhound handler, detective, search-and-rescue manager, and police officer-turned-pet detective. n

... plus lots of fun and networking!

The NAPPS Network • 18

New NAPPS Members NAPPS Would Like to Welcome the Following New Members (from August 5th to October 21st)

Kelly Ballantine Michelle Spencer Kimberly Louloudis

Aunt Kelly's Pet & Livestock Sitting LLC, Lakeland Happy Tails-Premier Pet Services, Palm Beach Gardens Fetch! Pet Care Of East Orange County, Orlando

Georgia Alabama Joy Henckell

Your Critter Sitter BHM, Birmingham

Arizona Michelle Wilkerson Justin Kitts Doris Curran Amanda Turner Janita A. Hastings

Wags and Whiskers, Hensley Mutts 2 Manners Inc, Surprise DOGS-in-TRAINING, LLC, Tolleson Amanda's Pet Sitting, Gilbert Pet Solutions Inc, Tucson

Taryn K. Matsuda A Doggy on the Run, Los Angeles The Pets Pal, Santa Barbara Like No Other Pet Care, Escondido San Francisco Your Pet's Nanny, Ventura Happy Tails Dog Walking & Pet Sitting Service, Hayward Pet Me!, San Diego Critter Care, Agoura Hills All American Pet Sitters, Fremont My Pet Projects LLC, Redondo Beach 'On Holiday'" Pet & Home Care Services", Laguna Niguel Divine Pet Care, Poway The Pampered Pet, Mereno Valley Divine Pet Care, Poway Bite Me Pet Services, Duarte Happy Urban Paws, San Diego As You Like It Petsitting, Thousand Oaks Lickity Kisses Pet Sitting Service, Thousand Oaks Premium Pet Care Service, Redondo Beach Doggie Daddies SF, San Francisco Castaic Canine Camp, Castaic Royal Care Pet Sitting, Cypress

Colorado Catherine Roffelsen Ms. Rita Trevethan Jeff Martin Judith K. Rotunda Kathi Stahl

Beaks and Barks LLC, Erie B.A.D. Dogs Welcome LLC, Denver All Critters Pet Sitters, Monument Castle Pines Critter Sitter LLC, Castle Rock Creature Care, Grand Junction

Connecticut Janine Wilks Randolph Rachelle Wentzel Robin Kozak Rose O'Brien

J9's K9's, Greenwich Oso's Canine Country Club, Wilton Stay At Home Pets, Wolcott Elkismom Pet Sitting, West Haven

Florida Summer DeMichael Amy Swart Danielle Bennemann Erin West-Pinto Bonnie Coakley Heather Guillette Julie Phillips Leckband Kristen Kim Stordahl Allison Martin Christine Porter Genevieve VanSickle Tracy Barnett

Pampered Pet Sitting, Inc., Smyrna Furtastic Pet Sitting, Flowery Branch Me & My Pet Sitter, Dallas LOVE BUGS Professional Pet Sitting, Marietta Petals and Paws, Marietta 4 Paws and a Tail, Kennesaw Cuddles on Call, Atlanta Jan's Pet Sitting Service, Ringgold The Next Best Thing Pet Sitting, Brunswick

Hawaii

California Karrie Campos Sunny Adams Kimberly Quick Jeffrey Hunt Julia Rogers Mary Ann Frost Jenn Brownridge Tamzin Cardellio Kim A Kinson Maureen O. Casiello Kelly Teske Karen Lopez Cheryl Stebbings Elizabeth Miller Joan Russell Karen Marie Maloni Rebecca Weintraub Vicki Catingub Dana Torborg Brad Bombola Linda Chisholm Larry Itzler

Chelle Wollner Julie Horne Julie F Adams Marcia Hall Tiffany Bruce Nixon Vickie Dodson Tara McWhorter Janis D. Pierce Elaine Brown

The Pampered Paw, Navarre Beach Amy the Animal Au Pair, Port Saint Lucie West Palm Beach Metropolis Pet Care, Orlando Bonnie's Pawsitively Pampered Petsitting, Destin Brevard Pet Sitting Services, Palm Bay Bow Wow Meow Pet Care Services, Tampa Sit & Stay Specialty Pet Services, Fleming Island Purrs 'n Woofs Pet Sitting, LLC, Jacksonville Sweet Relief Pet Care, Tampa Christine's Critter Care, Bonita Springs The Dependable Pet Nanny, Gainesville Inko's Pet Sitting, LLC, Naples

Pet Power Hawaii, LLC, Honolulu

Idaho Eric Hess Anita Harper

Hayden Anything But Crocodiles , McCall

Illinois Mrs. Lauree Wagner Victoria Englehardt Sharon Klaber Laura Gay Kolleen McDonald Kathy Kral Mary Commins Jennifer Lynch

Unconditional Love Pet Sitting, Algonquin Cat Calls, Oak Park Pet's Best Friend, Chicago The Pets' Home, Plainfield Pet Shepherds, Chicago All At Home Pet Sitting and House Cleaning Services, Lockport Nanny Dolly's Pet Sitting, Antioch Setter, Sheppard, & Hound, Chicago

Indiana Rhonda Benson Margaret Stafford

Luckee Dog Pet Sitting, Indianapolis Stafford's Pet Design 'n Services, Kokomo

Massachusetts Jada Veator Debra Ryan John Fortin Kay McDonald

Pets First!, Beverly A Walk in the Park, Burlington John's Dog Training & Pet Sitting, Haverhill Cambridge Critter Sitter, North Billerica

Maryland Deirdre Anne Fanning Camille Rogers Carletta Mc Quain

Pet Vacations at Hone, Germatown Best Friends LLC, Severn Cars Critters Sitting Service, Hagerstown

Michigan Margo Conlin Broughton

Lisa Micheletto John Steck Greg Martin

Creature Comfort By Margo, Rochester Hills Homer's Pet Sitting & Personal Concierge, Canton Pet 'N Play, Ann Arbor ABC Pet Sitting PLUS, Clio

Minnesota Chera Engstrom

Ma & Paws Critter Care, Minneapolis

Missouri Pat Peterson

Wag Works, Ballwin

The NAPPS Network • 19

New NAPPS Members North Carolina

South Carolina

Joan K. Walsh Lauren Blue Jennifer Sutton Terry Layne DeWeese

Jennifer Jefferies Kelly Santos

Hooves, Wags N' Whiskers, Kernersville Doggone Running, LLC, Greensboro Petacular Sitters, Greenville Critter-love, Durham

New Hampshire Clint Merrman

Best Buddies Pet Services, Manchester

New Jersey Diane Johnson Erica Stoveken Chris Goodermote Carol J Mullen Peter Hartke Mary F. Ince Diane Thompon Krissandra Cox Patricia Guest Joey Rae Kenjorski Michele Velivis

A-1 Lakeside Pet Services, Hopatcong Lucky Lion Pet Sitting, Branchville Rockaway Purr-fect Companion, Turnersville My Dogs Gone Green, Clementon Affection and Care, Jackson Just Cats & Kittens Pet Sitting, Jackson Happy Paws Pet Care, Freehold Wagging Tail Walkabouts, Bridgewater Doxliebe Pet Sitters, Port Reading Love-N-PetCare, Hamilton

Nevada Ann Gibson John Conner Rebecca Wagner

Washington

A Tail Of Four Paws, Painesville Pet Buddy LLC, West Chester Muzzle Tuft Pet Care, Columbus Shannon Breznai, Middletown

Home Sweet Home Pet Sitters, Grants Pass Curly's Pet Sitting & Rescue, Aloha Highland Hills Pet Sitting, Beaverton SitPet, Portland

Yardley DOGgone RUNNING, Pittsburgh Strictly Confidential Caretaking Services, Kintnersville Pawsitively Safe and Sound, Danielsville Carolyn's Pet Sitting, Perkasie Buddy's Girl, Harleysville Chalfont

Rhode Island Jennifer Cushman

Debbie Monroe Christine Troost Debbie Vick Kathy Garry Ruth Pistell Melinda Mitchell Cindy Johnson Penny Gustafson Jennifer Gasper Patricia Garrison

Furry Friends Pet Care LLC, Albany Ladybug PET CARE, MOUNT KISCO Maggie's Pet Services, Rye Critter Sitter, Victor All Pet's A-Board, Westbury The Fairy Dog Mothers, New Paltz Mike's Walkers, New York Jackie's Pet Sitting Service, Afton Adene the Dog Walker, Bronx

Pennsylvania Erin C. Barnes Tamar Smith Lee A. Baer Loriann Billig Carolyn Shea Diane Smith Kimberly Findlay

The Pet Nanny, Cordova Animal House Pet Sitting, Knoxville For the Love Of Dog, Columbia Happy Hooves, Paws & More, Pulaski

Texas

Raymond A. Rivera Diana Dowd Larry Moates Charles Proffitt

Oregon Colleen Coy Douglas Kathleen A. Miller Gael Cuming-Draper Jennifer Wanslow

Cara Fraterangelo Jason Goins Amanda West Theresa Sirna

Personal Pet & Home Care, Inc, Allen The Castle Hills Pet Nanny, LLC, Lewisville The Castle Hills Pet Nanny, LLC, Lewisville Kathy Garry, League City Wuffy Walks, Pasadena Austin Critter Care, Austin Bed & Biscuit Pet Care, San Antonio The Dog House, Denton Jennifer's Paws-itive Petsitting, Spring Peace Of Mind Pet Sitting, Houston

Virginia

Ohio Jacinda Funk Patrice Osbourne Jamie Snow Shannon Breznai

Tennessee

Mai Pet Nanny, Las Vegas Sunrise House and Pet Sitting, Las Vegas Alpha Dog Services, Las Vegas

New York Diane Cuzdey Ana M Mazuera Maggie Amico Alyssa Biesecker Joanne Bornstein Lori Gross Mike Davis Jacqueline Wills Adene Brettschneider

Prissy Paws Petsitting, LLC, Charleston Happy Pets Of Carolina Forest, Myrtle Beach

Comfy Critters, Warwick

The NAPPS Network • 20

Pet Valet Of Virginia Beach, Virginia Beach Aunt Dee Dee's Pet Care, Inc, Alexandria Windy Hills Pet Sitters, Ashland Alternative Pet Care & Doggie Walkers, Great Falls

Brandy Thomas-Barbre Lucky Leash, Mill Creek Karen Miller Love'em & Leave'em Pet Sitting Services, Seattle At Your Service Pet Care, Issaquah Mary Johnson

West Virginia Heather D. Myers

Heather's Helpers Pet Sitters, Martinsburg

NAPPS COMMITTEES

As a member of NAPPS, you play a part in the exciting growth of the in-home 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 by visiting www.petsitters.org!

BENEFITS

GOVERNANCE

The mission of the NAPPS Member Benefits Committee is to enhance the value of NAPPS membership by developing and providing access to education, resources, tools and materials to foster the growth and success of member businesses.

The mission of the NAPPS Governance Committee is to formally establish an annual strategic planning system, identify, educate and position future leaders and help the board assess and improve its operations.

Volunteer Needs: The Benefits committee brings our members all of the great benefits. The committee is tasked to research and implement new benefits for our membership and review and improve current benefits. Average committee member time is estimated at one to two hours per week based on the project and your availability.

Volunteer Needs: This is a new committee that will keep current on the association’s governance issues as well as provide research on legislative issues relevant to our industry. Ideal committee members are individuals with background in governance or legislation but that is not required. Average committee member time is estimated at one to two hours per week based on the project and your availability.

Monthly Meeting Dates: The 2nd Wednesday of every month at 11:00 AM Eastern Time

Monthly Meeting Dates: The 3rd Wednesday of the month at 1:00 PM Eastern Time.

Chair: Nancy Stevens, [email protected]

Chair: Monica Leighton, [email protected]

Certification Subcommittee Monthly Meeting Dates: The 2nd Thursday of every month at 4:30 PM Eastern Time Chair: Christie Fries, [email protected]

Legislative Subcommittee Monthly Meeting Dates: To Be Determined Chair: Natalie Wade-Bowden, [email protected]

Disaster Preparedness Subcommittee Monthly Meeting Dates: The 3rd Wednesday of every month at 8:00 PM Eastern Time Chair: Marcia Breithaupt, [email protected]

MARKETING

MEMBERSHIP

The mission of the NAPPS Marketing Committee is to build awareness about NAPPS, NAPPS programs and the pet sitting profession.

The mission of the NAPPS Membership Committee is to serve NAPPS by developing strategies to increase membership, retain existing membership and provide a resource for existing members.

Volunteer Needs: The Marketing Committee is looking for people that would like to work on the ongoing efforts in regard to the NAPPS vision and direction. One hour a month is a great contribution and goes a long way towards setting goals and developing programs to benefit you and other NAPPS members.

Volunteer Needs: Creative, innovative people are needed to assist in planning and implementing programs to stimulate and sustain NAPPS membership growth. We anticipate the time commitment to be four to five hours per month.

Chair: Anna Sias, [email protected]

Monthly Meeting Dates: 2nd Thursday of each month at 11:00 AM Eastern Time.

Monthly Meeting Date: To Be Determined Annual Conference Subcommittee Monthly Meeting Dates: The 2nd Thursday of every month at 2:00 PM Eastern Time Chair: Anna Sias, [email protected]

Presents 4 Pets Subcommittee Monthly Meeting Dates: The 2nd Thursday of every month at 5:00 PM Eastern Time Chair: Kristen Burton, [email protected] Youth Education Subcommittee Monthly Meeting Dates: The 4th Thursday of every month at 11:00 AM Eastern Time Chair: Jennifer Haralson, [email protected]

Chair: Sherry Suhosky, [email protected]