Finding, motivating and retaining quality staff is probably one of our biggest challenges in the pet care business. Without it, your best intentions of providing excellent pet care for your clients won’t become a reality.

It’s not uncommon to hire a good candidate and, after a couple days or weeks, they either don’t perform as expected or they suddenly leave. Without proven strategies, this dilemma is as predictable as it is frustrating.

This is the time of the year that pet care facility owners and managers typically search for quality candidates to perform services. So once you find good new employees, what’s next? New employees, regardless of how qualified they may be, need to understand their employer’s expectations. Not understanding management expectations leads to frustration and potential conflict.

Studies show employers that have an organized and structured approach to training employees are more likely to retain them. Retaining quality employees means productivity in the work place and a consistent work product for the company.

Clear communication from the start is the first key to a successful employer/employee relationship. In order for the employee to be successful, knowing and understanding the basic requirements of the position helps each person to excel and become proficient in a new position.

We all hope that our new employees have chosen this occupation because they feel they will find it truly satisfying and are willing to give it 100 percent. However, that is not always the case. Wages and benefits are certainly important factors when applicants are seeking a new position. Often, the unspoken rewards of achieving emotional satisfaction are a more motivating factor in job satisfaction than monetary gain. This is just one more reason for pet care facility owners and managers to invest the time and effort into setting your staff up for success.

In the pet care industry, committed and compassionate employees are essential. You may be an expert regarding the pet care operations of your business and able to teach the details of pet care to employees. However, it’s more difficult to instill a strong work ethic. It’s even more important to set high standards when it comes to work ethic. Managers and owners should quickly recognize those workers who are responsible and dependable by giving them positive and immediate recognition.

Good work ethic doesn’t mean the employee is simply putting in time. It means the employee is reliable and personally accountable for their work, taking initiative when needed, and is dependable and reliable. As you bring on new employees, they should understand that pursuing a career in pet care means that pet owners are entrusting the care of a member of their family to them. The pet owner, as well as their new employer, must be able to count on them to be responsible and dependable when it comes to performing the functions of their job. The pets in your facility are relying on them.

The pets, their team members, employer and clients can tell when employees aren’t giving 100 percent. If, for any reason, an employee can’t give 100 percent or you sense their heart isn’t in the work, create an open door policy and listen to what is being said when this is brought to your attention. Great pet care facility owners don’t want employees simply covering hours. They want to employ and elevate those who are passionate about what they are doing…providing high quality pet care!

Steps to Retaining productive Employees:

Training: Provide all new employees with information that will assist them to learn the job well that they have been hired to do. Be diligent about communicating the details of the position and how you expect them to perform. A few examples of important training curriculum for new pet care staff can include: Canine and Feline Familiarization, Employee Safety, Dog and Cat Handling Skills, Security Measures in the Pet’s Care Facility, Vaccines and other Disease Fighting Protocols, Parasites, Nutrition and Grooming Basics.

Goals: You can’t expect new employees to know and understand what your company stands for without giving them that insight. It’s important to discuss the company’s goals and mission statement. New employees should also clearly understand their role in accomplishing company goals so everyone is working toward the same objective.

Listen: The working environment should be encouraging so that employees ask questions when they’re uncertain about anything. If things are unclear, they should know who to go to and how to request additional clarification.

Provide Feedback: Feedback should be ongoing for all employees. Don’t wait for an employment anniversary to sit down and tell an employee how they’re doing. If they are doing well – tell them. If they are struggling with something, tell them what is wrong and provide them with steps to improve.

As owners and managers, we have to assume a reasonable amount of responsibility for our employees’ success. Just as we are all committed to a quality experience for pets and their parents, we should be equally concerned with providing a quality experience for employees. We can’t assume employees will “get it” without consciously approaching new hires with an organized, thoughtful plan for training and communication. When this plan is successfully implemented, employees will act in the company’s best interest, speak of the company with respect and loyalty, and work as a team player; in the end, becoming the company’s most valuable asset.

Outstanding Pet Care Learning Center is dedicated to protecting and growing the Pet Care Industry through World-Class Pet Care Training and Education. For more about our courses, visit: www.OPCLearningCenter.com

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