| rev:text
| - We've boarded our 3 dogs here on 3 different occasions.
I do like that the kennels have an outdoor area for the pets so they get some fresh air, and outside noise.
This is one of the most expensive boarding facilities in the city. Because of that, I have high expectations. My expectations are proportionate with the cost. 2 of the 3 times I boarded my pets I made observations about the business practices that make me feel Second Home should do better.
1. The website boasts in all caps "canine guests are taken outside FOUR times a day" as opposed to their competitors 2x a day. Now what I discovered is that this is only true if your dog arrives by a certain time of day, early AM. I understand dogs are taken out in shifts, but if the FOUR TIMES a day rule isn't FACTUAL then REMOVE IT from the website.
2. My dogs come home very thirsty. Now I did see them knock their water over once when I went to check out the kennel, so I'm not sure what's going on, but it was definitely noted that each time they come home they drink a ton of water.
3. The first time we boarded the dogs, we were allowed to go into the kennel "set up their toys and blankie" the way we liked. Our toys and bags were also photographed so we could verify that all our belongings came back. I guess this was all for show because the next 2x this wasn't an option we were given.
On this last visit the dogs boarded for 72 hours. Before we left for 2nd Home one of the dogs knocked her thick rope toy into our pool. I put the toy into a ziplock baggie wet and put it with 6 or so other toys in a canvas bag. Now when I received the dog toys back 72 hours later, the rope toy was still wet and the bag and other cloth toys smelled like mildew. All I can assume is that none of the toys came out of that bag during the dogs stay. I'm willing to accept that this assumption could be wrong, but I have no way to prove this.
4. I asked for text updates and also mentioned to the staff that this should be an option in the checklist of services for guests. I was told it's not currently on the list, but certainly they could text photos. They took my cell number and on the last day of the dog's stay I received a video and photos. While these were very welcome, it was as though someone remembered to do their homework at the last minute.
Are these things oversights? I understand mistakes can be made, but what portion of my money can be prorated and returned to me if 100% of the services promised are not performed?
The last issue I had was with customer service of the front desk staff. My mistake, I was not aware that the facility closes at 2PM on the weekends. Of course weekends are the only days I return from my trips to pick up the dogs.
On both occasions when I called to let the staff know we would possibly not make pickup before closing the staff in their robotic state was only focused on my method of payment.
Both times the phone conversations went like this:
Staff: "Hello Second Home."
Me: " Our dogs are there, I don't think we're going to make it on time before you close, what do we do?"
Staff: "Last name? Okay I see your credit card on file ends in xxxx, okay to charge ____ amount to the card?"
Me: "I was going to pay with another method."
Staff: "Okay well our office does close at 6 so we need to close out before then."
Me: "Okay there's a chance we'll get there before close."
Staff: "Well do we have your permission to charge the card on file?"
Me: "I don't seem to have a choice, but HOW DO I GET IN TOUCH WITH YOU TO GET MY DOGS if I'm late?"
Both times the staff finally focused on my question, forcibly, Yes I was frustrated. When I pay for premium service and get Dollar Store courtesy sure I'm going to be frustrated. When I came to pick up the dogs on the last stay both the front desk employees greeted me like mean girls entering the high school cafeteria. No greeting, dirty looks and certainly no thank you after I paid. I was also schooled by one of the staff members after I paid. His dialogue started with "You may not be aware, but we have a drawerer to close out which is why..." bla bla bla. Rude.
I have a clothing business. Allow me to offer some suggestions of how to answer the telephone or customer inquiries.
I receive many emails that read like this:
I ordered the shirt in Small, I need to exchange for medium.
My response to my customer is this:
Thank you for your purchase! So sorry for the trouble. Yes there are 2 ways to exchange... etc, etc, etc.
Versus this response to customer:
Okay will we charge the Paypal on file for the return freight?
I spoke with a manager who first informed me that my file noted that I'd hung up on staff on multiple occasions. She felt it necessary to note this before even a false courtesy "Sorry for the trouble..."
If you're going to keep notes on the dog owners, you better perform the services at 100% with that same energy used to write your little notes about your clients.
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