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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 12:18 PM |
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This is total BS. When dealing in certain businesses,like livestock, you are never closed. If there is a problem with an animal 3am what do you say-sorry,it'll have wait until working hours. Customer service should be priority #1.After all,w/o your customers,happy customers, they would not have a business. Sad part is,even if people are unhappy with the service they will keep going back.Supply and demand rule the customer's choices.
I feel for you. It's got to be bummer,with the hunting trip and all. Maybe you could explain your circumstance?
Closed to the Public and closed to taking care of the Animals are two totally different things. If someone knows that they need to pick up their pet after normal business hours, then can try to make PRIOR arrangements with the Kennel Owner and if they can be there at that time then great, if not then the Customer needs to make a decision as to if they want to still board their pet and agree upon their normal Business Hours. You can be closed to the Public and still take care of the animals. It is not BS, we have office hours, where if the public wanted to come in they can, and we have after hours that we answer the phone and go out on Service Calls but the office is not Open. Period. |
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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 12:20 PM |
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As a side note, I see this more as a way to make a few extra $$$ then anything else. Anyone with an ounce of respect for their customers would make an excetion in this case. not doing so tells me the almighty $$$$ is playing a big role.
Offer to pay the full amount of daycare and take your dog.
Again, it is the Customer's choice to Board their pet there under the agreement of the Kennel owner. If the Customer isn't happy with the arrangements, then it is their choice to make other arrangements. |
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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 12:23 PM |
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I can understand where you are coming from. For Christmas I made arrangements to pick my dog up after business hours on the following Saturday because that is when I was going to be back in town. This was an agreement we made well in advance WHEN I set the appointment. When she wasnt available for me to pick up the dog at the scheduled time... I was NOT a happy camper.
Carrie
Carrie, I am right there with you. You made PRIOR arrangements and it was ok with the Kennel owner. I would not be happy either if those arrangements were made and noone was there for you. |
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pixie bee
MH
Posts:4450
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| 12/31/2008 12:40 PM |
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I understand where you are coming from. And I agree when it comes to inanimate objects. This is a case where the business owners do not want to release a dog into the owner's care b/c it is there time off. So what if you had to make an excetion 100 times a year. Charge for the exception so money is not lost. They live on the property and are caring for other's dogs. Have a heart. The dog owner stands to loose much more if the hunting trip is cancelled due to not having a dog to hunt with. The owners are causing ill feelings and poor customer relations by not accomodating a customer. How big is the doggie day care? 20 dogs,50,100? Come on, give me a break. Do a good customer a favor and give him his dog back. Is it really so difficult to do the right thing by a good customer?
I guess I am a softy(bet you didn't think so),b/c I'd give the dog back and not charge for the days I lost.What goes around comes around, and in times where people are cutting back on luxuries it may pay to have a heart and break the rules.
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"Time with my dogs clears my mind, renews my faith, and lets me see the world as it is. My only regret loving dogs as I do, is the misery of their early departure." Robert G. Wehle
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SouthMtnGSPs
MH
Posts:78
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| 12/31/2008 12:49 PM |
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I understand where you are coming from. And I agree when it comes to inanimate objects. This is a case where the business owners do not want to release a dog into the owner's care b/c it is there time off. So what if you had to make an excetion 100 times a year. Charge for the exception so money is not lost. They live on the property and are caring for other's dogs. Have a heart. The dog owner stands to loose much more if the hunting trip is cancelled due to not having a dog to hunt with. The owners are causing ill feelings and poor customer relations by not accomodating a customer. How big is the doggie day care? 20 dogs,50,100? Come on, give me a break. Do a good customer a favor and give him his dog back. Is it really so difficult to do the right thing by a good customer?
I guess I am a softy(bet you didn't think so),b/c I'd give the dog back and not charge for the days I lost.What goes around comes around, and in times where people are cutting back on luxuries it may pay to have a heart and break the rules.
I didn't read anywhere where the owner asked the Kennel if they can come and pick up their dog, just that it was closed to the public for the Holiday. Again, if there were arrangements made that woudl be very different. But, I didn't read anywhere that they have made arrangements, just that they went there and they were closed for the two day Holiday. ust read that it would cost them an extra two days boarding because they were closed. I am sure there were some kind of signage saying that they would be closed to the public for the two days.
Not being heartless, just realistic. |
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pixie bee
MH
Posts:4450
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| 12/31/2008 1:10 PM |
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So what? It is a privately owned business and they owners live on the property. What red tape is there to go thru? The owners are being difficult and quite frankly, as a customer I'd be pissed,too.
Truthfully, I'd rather give the dog back and have 1 less to care for. Makes one wonder how much you actually get for your money.
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"Time with my dogs clears my mind, renews my faith, and lets me see the world as it is. My only regret loving dogs as I do, is the misery of their early departure." Robert G. Wehle
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Mydogiscrazy
Chapel Hill NC
MH
Posts:323
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| 12/31/2008 1:59 PM |
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thanks pixie. i just needed to vent and whatever is right or wrong here is moot for today, i have no dogs to sip champagne with tonight and wanted someone on my side.
sad thing is, this kennel is the best (read: highest end) in town and I am afraid most of it has been a facade for years. you all can continue discussing business ethics though. |
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mikeyair
valley city north dakota
JH
Posts:34
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| 12/31/2008 3:30 PM |
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| i still dont see why they couldnt set a time to pick up your dog some one has to fed water ect daily so why couldnt you get them then it only takes a couple min. open a kennel let the dog out and do what ever paper work |
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roxi, gsp
mkiey choc lab
mavrick, gsp
nixie, gsp
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Navilla
Lawrenceburg, IN
MH
Posts:980
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| 12/31/2008 4:58 PM |
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| Oh geezeeee... Happy New Year Everyone.... it's gonna be ok! |
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Caryl, Dave, Baby Logan, and Osiris
Lawrenceburg, Indiana
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Marie
Wisconsin
MH
Posts:2721
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| 12/31/2008 7:30 PM |
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| Lesson learned from all this. When knowing you are going to need to board your dog make it clear of pick up times open and close times of the kennel, especially if during the holiday season. Do not ASSUME anything because you are regular repeat customer!! Communicate your needs for boarding as soon as you know them as kennels fill up fast. Realize the kennel people need time off too. Happy New Year to all and I ditto Navilla..... It's going to be ok! |
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Marie and Rocky, a tall, high energy GSP
http://i845.photobucket.com/albums/ab18/Annette_Merryfield/100_0285.jpg?t=1287205231 |
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singltrak
Las Cruces, NM
MH
Posts:1149
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| 01/01/2009 8:57 AM |
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Really, truly, I can see both sides.
My closest friend has a boarding kennel, and has a strict policy of no Sunday pickups, except between 4-5 in the afternoon. You'd be surprised how many people want special dispensation to come at 8 at night, or 10 at night and then don't ever show up. Or they say they will be there at 5:30 in the morning to drop off a dog, so Margaret gets up very early, gets dressed and waits. Those same people show up at 8 or 9, full of apologies (or not) and expect instant service then. The boarding kennel folks (as are most folks in any kind of business providing services) have a thankless job in my book. I also used to think I wanted a boarding kennel until I saw it would take up 24-7-365 of my life with no time for myself or my own dogs.
Heck, Margaret is pretty much tied to that kennel since the dogs go out every three hours. That means no dinners out, no lengthy shopping trips, no fun things other than dog things day after day. (Its not a big kennel, so she is the sole proprieter).
As far as boarding, my own dogs are boarded at my vet's, and they are closed on Sundays, period. They come in to care for dogs who may be hospitalized and the kennel dogs, but check ins and outs are a no go. It is what it is....and there are times I wind up paying more when if I could have picked up my dog early it would have saved a buck or two. As I said,it is what it is.
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It will work itself out, and you'll either get over it and go on from there or not. Don't fuss and have a Happy New Year! 
Phyllis and the Singltrak Furtribe |
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Look to the Past, Breed for the Future |
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everbell
Kanata, ON
MH
Posts:3166
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| 01/01/2009 10:35 AM |
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As for looking at it as a way to make extra money, consider this ... the kennel owners may have had to turn down other boarders because their kennel was full that one night ... that's loss of money there.
Our kennel has minimum stays ... 3 days on the weekend, 2 days during the week. You can board one night, but you pay the minimum. These are the terms of their service and I agree when I leave my dog in there care. They provide amazing personalized service and I am not about to quibble with their policies (they send us pictures by e-mail while we are away so that we know Bo is OK and having fun).
I think a lot of this discussion goes back to the issue of entitlement ... many people just feel they are entitled to special treatment (witness the people weaving in traffic because they have to hurry to get wherever they are).
It all comes to down to simple human common sense ... those are their rules. Like it or lump it. As I said before, it sucks for you and Lacey, but that's the way it is. You are no more entitled to special treatment than anyone else. If you have used this kennel before, and have enjoyed their service, then they are probably in business since they DO stick to their guns and haven't burnt themselves out yet.
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Joce and Rich
Bogart and Shiraz (GSPs)
Roxane (RIP: 1995-2009) and Tiger Lily (Cats)
The Everbell Adventures |
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everbell
Kanata, ON
MH
Posts:3166
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| 01/01/2009 10:41 AM |
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On the otherhand, have you ever done anything to make the kennels life easier? ie. paid in advance, left a toy for the other dogs to play with, pre-measured food?
Yes, I know a kennel is a business, but you reap what you sow, and the occasionnal kind act might have resulted in a more flexible attitude from them...
Just a thought ... |
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Joce and Rich
Bogart and Shiraz (GSPs)
Roxane (RIP: 1995-2009) and Tiger Lily (Cats)
The Everbell Adventures |
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pixie bee
MH
Posts:4450
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| 01/01/2009 1:42 PM |
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I like the last post, it is so much of how people tick, sometmes.
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"Time with my dogs clears my mind, renews my faith, and lets me see the world as it is. My only regret loving dogs as I do, is the misery of their early departure." Robert G. Wehle
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Mydogiscrazy
Chapel Hill NC
MH
Posts:323
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| 01/01/2009 2:34 PM |
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Guys, I was done with this conversation, until you implied that I have been a jerk to these people or have a sense of entitlement.
We have been nothing but excellent customers, I refer business to them all the time, we are kind and conversational every trip in and out of there, we are always flexible and allow them to do with the dogs as they see fit, we make reservations well in advance with the exception of this trip, I call before coming in so if they are swamped they can get my dogs ready when they have time, I do not have them fuss over grooming and bathing, they keep our credit card on file so we always pay in full, and I had a very calm, civil conversation with her over the phone the day we dropped off the dogs about the case.
We aren't talking about getting the car washed at 10pm on a winter night or having a lawn maintainence crew show up on Easter Sunday, this is 15 minutes (anytime that would be good for her) and a 30 foot walk across your own driveway so that I can take my dog hunting for 6 six days. |
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BEANS
Washington state
MH
Posts:1119
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| 01/01/2009 2:40 PM |
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I love our Kennel- staff and facilities, they live on site....horses/dogs/cats/ They have a daycare that allows people to pick up their pets...after hours..( I do NOT know how they actually accomplish this ) ) ( apparently you get a gate code ??? ) ....but I trust them ...I just haven't used this particular service YET.....They have a policy, that pick up and drop off are certain times...HOWEVER at an additional cost..THEY WILL accomodate just about anything !!!!
The grounds that the house this kennel are absolutely beautiful...and as far as what I CAN DO FOR THEM ??? I ALWAYS reccomend the services they offer...Although I use the facility maybe twice a year....I feel so comfortable knowing they have my back if I need them...Last September I needed to cancel a boarding weekend for Bean...on a seconds notice ( Greg was in hospital )..THEY were so accomodating, did not charge me....although I WOULD HAVE PAID FOR IT, as a COURTESY............... |
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Renee'
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Texas Belle
Austin, TX
MH
Posts:7845
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| 01/01/2009 4:44 PM |
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I guess I am very lucky with the place I board my dogs. They have fairly easy hours for pick up and delivery and you can make arrangements for late or early pick up/delivery for a cost. They will also deliver the dog to you for a price. The dogs get special treatment and one on one time with their staff, have nice heated/cooled kennels and outdoor runs big enough for all three of mine to stay together. During the day they have playgroups and huge yards that the dogs can run and play in. I have used these folks for years and even went to high school with the owner, so I know them well. They live on the facility which is great too. If one of the dogs is sick or older they often take them into their home and give extra special treatment.
I know my dogs are treated well as they come home happy and are always excited to get to the boarding facility. Heck these folks even tolerate me calling them almost every day to check on the gang.
As far as the original post, well it is what it is. I am such a nut case though about my dogs that I check and double check on pick up and delivery times and if there is even a remote possibility I might not make the time I make arrangements for someone else to pick them up or have them delivered to someone else, just so I can see my dogs as soon as possible after I have been gone. I am always so anxious to see them ( I think I miss them more than they miss me). |
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Bev Quarles, the Pointer Sisters (Belle and Halo), the Outlaw GSP (Johnny Ringo) and the little Princess (Fauna)
Yellow Rose GSPs
   
"A dog has the soul of a philosopher." - Plato |
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everbell
Kanata, ON
MH
Posts:3166
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| 01/01/2009 7:54 PM |
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Mydog ... didn't mean to imply you were being a jerk ... sorry if my comments came off that way.
I know what you really, really wanted was to vent and to have your dog with you. I can totally empathize with that. I guess I was letting my experience with being on the receiving end of "oh, you can make an exception for me" customers get in the way of this thread.
Mea culpa, and hope you enjoy your trip |
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Joce and Rich
Bogart and Shiraz (GSPs)
Roxane (RIP: 1995-2009) and Tiger Lily (Cats)
The Everbell Adventures |
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pixie bee
MH
Posts:4450
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| 01/02/2009 9:05 AM |
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As has been posted,there are boarding facilities that DO accomodate their client's special needs. The facility posted about does seem to be unreasonable for a mom and pop business.
Having a chip on one's shoulder is a poor way to do business. Sorry, but I see this as only one thing - the owners are unwilling to cooperate with a client. My future with the facility would depend on my needs. It is not a happy time when a client is over a barrell with little to no options-and the facility knows it. |
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"Time with my dogs clears my mind, renews my faith, and lets me see the world as it is. My only regret loving dogs as I do, is the misery of their early departure." Robert G. Wehle
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Texas Belle
Austin, TX
MH
Posts:7845
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| 01/02/2009 9:19 AM |
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I had a bit of a different experience yesterday, but it goes to the idea of good customer service. I buy all my dog food from a local pet shop. I spend probably $200 or more on food a month at this pet shop and recommend them all the time to other dog people. Yesterday (New Years Day) I stopped by thinking they would be open as I needed to get a big bag of dog food. I was almost out and since I was going to be gone for the weekend I wanted to get the food so I had it when I got back (I had enough for the weekend). Well the shop was closed. I was getting back into my truck when the store manager drove up (she was coming in to feed the fish and birds). She immediately recognized me and asked what I needed. I told her. She said if I could pay by check or cash instead of credit card (she didn't want to start that system for some reason) she would sell me what I needed. So, I got what I needed and I went away a very happy customer. She did tell me that if she hadn't recognized me she wouldn't have said anything. You see I spend so much time and money with this business and know everyone that works their on a first name bases that it is almost like family. I pay a little more by buying from them, but they are a local business, convenient, they will get me anything I want/need, and I just flat like them. In all it took the manager about 5 minutes to help me. We actually stood their chatting for longer than the transaction took. I call this really good customer service and luck (since I happened to be there at the same time she came to feed the birds and fish).
I think that is the type of good service that we all expect when we are a long time good customer with any business. I used to do the billing for my husband's sole proprietor business, and he used to give his long time good customers that kind of service and the result was he had some very loyal customers. Since he produced radio and TV commercials he was always getting calls to do last minute jobs around the holidays. It was just a given he would be working late the day before Thanksgiving, Christmas Eve, etc. We just worked around it knowing there would be challenges. If I owned a boarding kennel I think I would plan for the snafus and have longer pick up/drop off times around the holidays (the biggest money making time for a kennel) and take my time off at other times of the year when it is slower. To me that is just smart business.
Of course, none of this helps Mydog with her frustration today. |
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Bev Quarles, the Pointer Sisters (Belle and Halo), the Outlaw GSP (Johnny Ringo) and the little Princess (Fauna)
Yellow Rose GSPs
"A dog has the soul of a philosopher." - Plato |
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