FAQs & Recent Webcam Concerns Addressed

Thank you for all of your positive and appreciative comments, as well as for the many helpful suggestions!

We have a full transparency policy here at Dogtown. We want you to see as much as possible of what’s going on, with as little limitation as possible.  Here is a list of responses to some concerns seen on camera.  Please feel free to comment on this post and we will respond.

If there is ever anything seriously concerning mentioned on a webcam survey, we will go back and watch it on camera and take it very seriously.  We have a zero tolerance policy when it comes to how our staff treats the dogs, even if someone feels frustrated handling the dogs!

Also, remember, our webcams surveys are anonymous (to promote honesty) so, if you want a response, please contact us directly and we will respond (or mention your name in the survey form).  You can also comment/complain/compliment on our feedback form, or call in and listen to the prompts to connect to a manager.  513-241-DOGS our phone number. Lastly, sometimes things appear one way on camera but in reality are different, so that’s why reviewing the webcam is so important. NO concern will be ignored.

Any Specific Concern

We can’t address every specific concern here, but anything we feel that comes up from time to time, or that customers may be wondering about, we have addressed those concerns below.

If there were any concerns about anything specific that happened in daycare, the managers got the notification of the webcam survey response and they addressed those concerns immediately.  Because we employ humans, they make mistakes from time to time and sometimes get tired or lazy.  Working with rambunctious dogs can be quite challenging and tiring, but there’s no excuse. We strive to be on top of things at all times.  We appreciate that our customers can be our second set of eyes to keep us all on our toes.

Just remember the handler is making decisions based on the group he or she is in charge of based on continued interaction with his/her dogs throughout the day. They are trained and know when..”this group would enjoy toys,” “this group is too spunky and needs to be calmed down,” etc… their priority is safety and companionship for their pack.

“Dogs are Not Playing”

Remember, many dogs come to daycare early in the day.  So, don’t be surprised if you see them being lazy by mid-day.  They get so tired and some dogs just prefer being lazy!  Also, the handlers often read the dogs and we may put boarding dogs (who tend to be even more tired than daycare dogs) and other lazy dogs together in one group so one room can be more loungy and calm than others.  Feel free to let us know if you want us to focus on getting your dog more interaction, and we will try to move him/her or ask the handler to encourage more play.

“There are No Toys for Dogs to Play With Today”

Whether a room has toys will depend on several factors. (1) The experience/strength of the handler (2) the rambunctiousness of the group that day, and (3) the presence of any single toy-possessive or toy-aggressive dog.  While the handlers are trained to interact and be affectionate with the dogs, they do have to be careful about getting a big room of dogs riled-up, so they can’t do anything too extreme as far as playing goes.  Additionally, if a dog becomes possessive or aggressive while being petted, a handler may not be able to give as much affection at that time, because safety comes first. A lot is going to depend on which dogs are present.  The handlers have to adjust and read their group.

“A Handler is Not Being Affectionate”

Try to remember, the handlers are in these playrooms for hours and hours, so if you check in and there is a short period where you do not observe affection, be aware that it doesn’t mean the person hasn’t been affectionate during other times during the day.  For example, safety and control are going to be more important when other things are going on in the facility. For example, during meals, when dogs are coming in and out from the yard, or during a rush pick-up or drop-off period.

“Dogs Haven’t Been Outside”

At our Uptown store, dogs go out on a very specific schedule, so if you didn’t see them outside, you missed it! At Uptown, the dogs normally do not stay out for much longer than it takes for them all to go potty and come back in. That’s because we have residential neighbors and must be courteous.  Also, depending on weather and/or the group’s overall behavioral status, they may spend more or less time inside.

As for our Anderson store, the dogs go outside much more often during the day.  When it’s nice out, dogs are outside more often and have more outdoor play with the handler. However, when it’s not nice, they still get to go out pretty often.  Handlers are motivated to take the dogs out often because they’d prefer to clean up less messes inside!

Opposition to Nap Time

Every now and then we get comments in opposition of nap time.  Some customers prefer their dogs not nap.  If you are one of those customers, let us know, and we will keep your dog out of nap time.  We are happy to oblige and many customers make that request.  Additionally, under the following conditions, dogs will not be in the nap room (1) a half day (unless owner requested), (2) came in too late or too close to nap time, (3) the owner specifically asked for NO naps, or (4) the dog is too hyper and will not nap.  Handlers are trained to remove any dog from nap time who will not settle down.

However, nap time is vitally important for this business.  Especially because we are a unique organization in that we are open 24/7, we often have dogs who are here all day, for very long hours, and they get worn out.  And a tired dog can be an aggressive dog.  Having a 2-hour nap during the day greatly reduces the chance for fights and it is like a reset button for the middle of the day.  Also, many dogs get extra naps and you may observe that from time to time, this is normally by owner request, but it may also be because of the specific dog’s needs.

Also, Anderson does not have a set nap time. Dogs have beds in daycare and can lounge around whenever they want.  We also put older or tired dogs in the lounge to let them nap and from time to time, if the whole group is tired (normally after lunch time or late in the evening) we will turn the lights off and try to relax the room for an hour or two. Again, this is for their benefit and to help them recharge. There are going to be judgement calls that go on throughout the day about the status of the group of dogs as to what their needs are.

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