Nauset Kennels

We recently had a customer drop off his cat before a long, overseas trip. As usual, we asked about the unforseen emergency and how he would like us to proceed. Laughing a wry laugh, he said something about really only having about $100 for any such emergency so that makes it an easy decision.

Interestingly, I feel that this crazy economic time almost takes some of that pressure off of pet owners. When you don’t have money to spend on procedures, you don’t have the added pressure of trying to care for your ill pet while at the same time worrying about how in the world to pay for it.

Don’t get me wrong; in no way am I saying that a lack of money makes the process easier. However, for anyone who has ever been in that situation of having a very sick pet and wondering how to pay for it, not having the money decides for you. If you do have the money, at what point are you spending too much? When Scout was so sick, as the bill reached astronomic proportions, I would secretly worry and wonder if our credit card would go through. And then, what if it didn’t??? Would I have to look at the receptionist and say, “I’m sorry, but I don’t have any more money for this? I know we’ve put the dog through however many days of hospitalization and numerous tests and an exploratory, but we’ve run out of money.” When she was so sick, it was easy to say yes to the tests, to anything that would make her better. But then, each visit got harder. Would the hospital think less of us for finally saying that we couldn’t spend anymore on our dog? We own a kennel, for gosh sakes! How would that be perceived? And poor Scout; her last days would be filled with poking and prodding, not peace and love.

Another friend who has a lot more money than I do, said he would spend any amount to make his dog better. Some of my friends with less in the bank avoid the issue by avoiding the vet. If the pet is acting ill, then they try to make it comfortable and hope for the best. Others throw all reason away and yes everything that might prove to be a cure or an answer, only to then find themselves up to their eyeballs in debt.

My suggestion is to actually consider your options before anything happens, even for those of you with pet insurance. How much is reasonable to spend? At what point do you say no more, both financially and physically (thinking of the pet). Have these conversations before your emotions are involved, remembering that emergency vet care is expensive. If you and your spouse or partner are having trouble reaching a decision, do some research and talk with your vet about common veterinary expenses and those more common emergency vet expenses (cancer, renal failure, bloat, etc.). Have the serious conversation now. While you can never fully plan for anything, at least have something to work from, as opposed to sheer emotion.

At an after-school activity the other day I watched as a child accidentally got hurt. The people in charge were very helpful and sent the child off with her parent. I’m not sure if the child went to the doctor or what, but I found myself thinking about the kennel and things that happen here.

We will be the first to say that accidents happen, even here. If you ever visit a kennel or day care facility that won’t fess up to bad things that have happened, then they are not being honest with you or themselves. I’ve heard lots of different stories being in the industry: pet sitters who have accidentally had the bird get out and the dog eats it; pet sitters whose charges have gotten away from them; groomers who have seriously cut a dog; kennels that have dropped a dog. The list goes on. We ourselves have had dogs literally escape the kennel or the walker. We’ve dealt with punctures in day care from other dogs. We’ve even had dogs die while with us. Trust me, nothing happens on purpose and it all eats at us. And eats at us.

Since we know that accidents happen, what is most important is how the kennel, day-care, pet-sitter, or facility reacts and responds to that accident. Our goal is to first treat the pet and to notify the owners. Once we know that the pet or the situation is stabilized, then we assess and discuss. Our primary goal, once we have taken care of the pet and the owner, is to ensure that the same mistake does not happen again.

In our situation, if the mistake is our fault or we feel we could have prevented the accident, then we will assume financial responsibility for a certain percentage of any accompanying bills. Many times, even when something happens that is clearly not our fault, out of good faith and customer service, we will also assume part of the bills. Once the pet is no longer in our care, we will follow up on the progress of the animal. Not only do we want to continue our relationship with that customer, we truly do value your pets as our own, and never want them to be in pain or be fearful coming to us.

We are up front about the fact that things happen here, very rarely, but they happen. I am sure that I have scared a customer or two, who say things like, “And if anything ever happened to my baby…” I very quickly stop them, letting them know that I cannot make that guarantee. We will do everything in our power to ensure the safety of your babies while they are with us, but accidents happen. Things happen.

Instead, what I can guarantee is that we don’t take any accident lightly and we do use every experience as a learning experience. We also never forget a situation, no matter how long its been. We’ve changed entire routines based on a minor accident with a pet in our care.

So the next time something happens, unless gross negligence is in play, watch how the situation is treated. Then pause to consider, if it was truly an accident and the situation has been handled as well as possible, has the shoe ever been on my own foot? Have I ever had things happen that I never meant to? Humans err. It isn’t a perfect system, but it allows us to grow and learn, and to continually be humble.