Greeting the customer should include “Welcome, how are you today?” Followed by open ended questions such as, “What kind of pets do you have at home?” or “What can I help you find today?” Asking open ended questions that cannot be answered by a simple “yes” or “no” are important to starting a conversation with a customer. We are here to help and demonstrating a genuine interest is important. Our goal is to build lasting relationships with our customers.

Always take the time and walk to where the product is if a customer inquiries after an item. If a customer asks for an item that specific location does not have in stock or normally carry, offer to have it transferred from a location which does. If it is an item Doggie Style does not carry on a regular basis, it can usually be special ordered. Offering to special order engages the customer and potentially increases sales and profits. Follow Special Orders procedures (Section 4.8) to do so.

If we cannot order or transfer the item for the customer, do not mention another business. Offer an alternative in the form of a product that we do carry. Never recommend a client go elsewhere.

Do not stand behind the counter unless necessary, such as when ringing a sale or making a grooming appointment. When there are customers present, retail staff should be visible and available on the floor at all times.

Never leave the floor unattended when there is a customer in the store. This is both to avoid theft and to let the customer know that you are available to help them. If you are scheduled by yourself and need to leave the floor for personal reasons, confirm no one is in the store currently before locking the door. Place a sign on the door stating you will return in five minutes.

An unhappy customer will tell ten people, while a satisfied customer only tells three. This rule is particularly true today with review sites like Google and Yelp. Taking the time to see that every customer leaves happy is imperative to our success.

Listen, Understand and Ask Questions

• Listen actively and closely
• Ask questions if need be to get a clear understanding of what the customer wants/ is unsatisfied with
• Do not interrupt—allow them to finish what they are saying. Often, people simply want their concerns heard and acknowledged.

Apologize, Empathize and Assure

• Don’t get defensive- never take a customer’s complaint as a personal criticism
• Be “sad but glad”- let the customer know you are sad they are unhappy, but glad they brought it to your attention so it can be resolved.
• Tell the customer you are sorry; don’t make excuses or place blame
• Use appropriate tones of voice- don’t allow yourself to raise your voice, talk quickly or in an angry tone.
• Express empathy to diffuse anger: show your understanding of the situation and acknowledge their concerns
• Assure the customer you will take care of them

Arrive at a Solution and Implement

• Offer a solution to the customer or ask him/her what they would like to see done
• If the customer is returning an item, attempt to make it into a sale
• Do not hesitate to contact your store manager for assistance or guidance in resolving an issue
• Once the solution is reached, implement it promptly

Thank the Customer

• Apologize once again and thank the customer for allowing you to assist them
• Let them know if they have any further issues, we are happy to help
• Give them contact information (business card or email of the store manager, for example) when appropriate

Follow Up

• Let your store manager know of all customer complaints promptly
• In certain circumstances, a follow-up with the customer is appropriate to make sure the solution was satisfactory.
• If a dog was injured or became ill due to grooming, either at Doggie Style Pets or once it was home, the owner must be called 24 hours after the incident (or the first complaint) to ask how the pet is doing.

When answering the phone, always be polite and cheerful. Smile: a person’s voice sounds warmer and more pleasant when they are using their facial muscles for smiling. Telephone interaction is just as important as person-to-person interaction in creating a positive impression. Provide your name and location as part of any greeting on the telephone. For example: “Thank you for calling Doggie Style ________ (location). This is _______ (your name). How may I help you?”

If you are assisting a customer, ask the caller to kindly hold before finishing up with the person in store; alternatively, you may ask another associate to take the phone call. Priority should be given to the face-to-face customer. The phone should only be used for business calls, not for personal reasons.

Anytime clients are contacted by telephone whether for pickup from grooming or to let them know a special order is in, for example, always use the store phone. Never use a personal cell phone to call for business purposes. This is considered a breach of the confidentiality policy and is grounds for discipline, up to and including termination.

Cell phones should not be out while you are on the clock. If you need to use your phone wait until your break, exceptions being made for emergencies. Cell phone use is restricted to back areas or outside of the store away from the entrance.

Our stores are open to everyone. There is no purchase requirement and our customers are encouraged to come inside and get warm (or cool), enjoy a free treat for their pet, or get some water. Stop by and play with the store cat (up to the store cat of course) and spend time with the homeless dogs up for adoption. Feel free to browse or just come in and say hello. The only requirement: you must love pets and help us create an environment that is friendly and open to all.

We believe it's important to be actively part of the neighborhoods we serve. Our doors are open to all people, with only one requirement: you must love pets. For this reason we've enacted the following "good neighbor" policies in all stores:

• No purchase requirements: Customers should feel comfortable in our stores, even if its just to stop in and say hello to our resident dogs and cats.
• Counter treats and water for the pups will always be FREE!
• If someone forgot poop bags and is out on a walk, we are happy to give them one.
• When asked we will provide change for parking meters: $1.00 in quarters for the general public and $2.00 if it's a customer coming in to shop or drop off grooming.
• Bathrooms are generally for customer use, but there is no purchase requirement to use our restrooms and restrooms can be used by customers prior to shopping.
• We will hold packages for tenants in our buildings where we rent (except Chewy.com of course!)

The litter box should be scooped daily and changed/washed on a regular basis. The box may need to be scooped during the day to reduce odor. Food should be put out daily in the correct portions for the cats’ age/size and fresh water should always be available.

Our sister veterinary center, The Pet Mechanic, provides their medical care and all health records are stored with them. The medical office manager at the Pet Mechanic will contact each store for annual checkup/vaccination reminders. The Pet Mechanic provides flea and tick medication for each store cat on a regular basis; never remove it from inventory. Call the Pet Mechanic and your store manager immediately should any health issues be suspected.

The stores use a walnut shell-based litter for our store cats. If you have an allergy, please let your manager know so an alternative product can be ordered. All items needed for store cats must be ordered through the warehouse. NEVER take items from the shelf. Please contact our purchasing director for litter, cat food, and supplies. This request should be submitted on your bi-weekly supply order form.

Each store has one or more dogs for adoption through our non-profit Saved Me Rescue. The care of these dogs is provided by each store’s employees. Employees are responsible for walking, feeding and cleaning up after adoption dogs. They must be walked before opening and after closing. They should have water, bedding and a toy at all times. If a dog has an accident, it must be cleaned immediately.

Contact Saved Me if anything is needed, as the shelter has many donated items. Food for Saved Me dogs is ordered through our purchasing director. This request should be submitted on your bi-weekly supply order form.

It is STRICTLY prohibited to remove items from the store shelves and/or inventory for Saved Me dogs. Prior approval MUST be given by the company president and CEO in order to use store items; this is a personal donation only he can make.

Adoption animals must be in control and on a leash at all times

Customers are welcome to socialize and visit with Saved Me pets at all of our retail locations. They must first sign a release and waiver (available on Google docs).

Some additional guidelines:

Parents or guardians must always accompany children in the rooms Only two people are allowed in the room at a time. A retail staff member should introduce the dog/cat to the customers. Once you are comfortable that all is well, you may leave the customer to socialize with the dog or cat.

Our guests are not allowed to aggravate the dogs/cats in any way, and if there are any handling issues, the customer should be asked to leave the room or proper animal handling techniques demonstrated. Dogs must remain in their rooms while visiting; they may not come out into the store.

Adoption rooms and crates must be cleaned each time an animal has used them. Rooms and crates must be kept clean throughout the day. Use paper towels/rags and Urine Off, Nature’s Miracle or Cherry 256 disinfectant solution (256 parts water to 1 part disinfectant concentrate) to clean when pets are present. After a dog has been adopted, the room is to be completely sanitized first with bleach/water solution, and a second cleaning with Cherry 256 disinfectant. No items should be passed from dog to dog without being washed.

Never use Lysol, Pine Sol, Clorox, Windex or any bleach or ammonia-based product when a pet is in the room. These products are unhealthy for pets to breathe and poisonous if they come in contact with them.

Never layer cleaning products or mix two cleaning products together. This can cause a dangerous chemical reaction.

We do not allow overnights unless approved by Saved Me Rescue or upper management

Our Purchasing Director will assign physical inventory rotations to verify the accuracy of our physical inventories. Any errors or discrepancies in physical inventory must adjusted in Pinogy. Store managers will be notified of inventory assignments for their store.

Distributors such as Phillip’s deliver on a weekly basis; the day may vary by distributor and location.

Warehouse deliveries arrive at every store once a week on Thursday. All items being returned to the warehouse and/or transferred to another location should be labeled and placed out for pick up Wednesday pm. Store schedules allow for extra staff to help with shipments. Items with expirations are always rotated to ensure shorter dated product is located in the front for first sale.

When new and/or seasonal merchandise is included in the shipment the window displays, tables or other areas of the store may need to be re-merchandised to allow room for the new products.

Each store is required to review product expiration dates monthly and complete the store specific expiration reports. Expiration reports are maintained for a 4 month period (for example: The May expiration report will show items expiring in June, July, August and September). All items with expiration dates including food, treats, bones, supplements, frozen/refrigerated items, etc. are reported using this process

Completed reports are sent to our Purchasing Director for review. You will be notified via email when the review is complete and sent notifications regarding items to be discounted or transferred to other stores in order to minimize product loss due to expiration.

Along with merchandise, all food products are received with these deliveries. It is the responsibility of the employee(s) to make sure food with the latest dated expiration goes behind other products that expire sooner. This ensures all stock is sold before expiration. When putting away bagged and canned food or treats, you may need to take other food off the shelf/pegs to place the newer food behind it. Doing this ensures we sell all product and prevents loss due to expirations.

It is also important to check all expirations when receiving products in the shipments to ensure the product arriving isn’t already expired or close to expiring. If you do receive an expired item that is not intended for clearance please contact our Purchasing Director and include the brand, formula, UPC, expiration date and the date it was received.

Food- Return Policy

Any bag of food purchased at Doggie Style may be returned for a store credit (gift card) or exchange if the pet won’t eat it or it makes them sick for any reason. We do not issue refunds in this instance. For these situations:

• Record the customer’s name and contact information (phone number and email) in order to process the credit/exchange.
• When accepting an open bag return, you must fill out our Open Bag Return Form with the customer, which requires they provide their address.
• Take the food back even if the bag is mostly empty. We do not take return for open bags of food without the bag, to return for credit we need the UPC lot# and expiration.
• We will then either donate or return the product through our warehouse. When sending back open bag returns, please make sure they are clearly labeled so they aren't confused with damaged items.

Treats are not eligible for a return due to a pet not liking them.

All Other Items- Return Policy

Doggie Style wants customers to be satisfied with their purchase. We gladly accept a return or exchange of sellable merchandise in original condition within 30 days of the purchase accompanied by the receipt. All returns are refunded in the same manner as payment: credit transactions must go back on the original card and debit/cash transactions will be refunded in cash. To complete a credit card return the original card must be present. For an exchange, any difference in price must be paid by the customer (if returned item was lower in price) or refunded (if returned item was higher in price). Return differences to the customer in the original form of payment.

When the customer does not have a receipt, you can lookup their name to attempt to find the original invoice. Returns without a receipt that cannot be traced to a customer account will not be accepted. A Doggie Style price tag is not sufficient proof a product was purchased from us.

Sellable merchandise in original condition not accompanied by a receipt will be accepted and a gift card issued for the lowest amount the item was sold for.

Treats and toys are “Buy at Your Own Risk” and not eligible for a return or store credit if the pet does not like them. Toys are also not returnable/exchangeable if they are destroyed (exceptions for Tuffies—See Note Below on Tuffie Toys).

All returns must have the customer name and contact information (phone number or email address) entered into the system. There are no exceptions to this policy.

Defective Product

If there is a defect in the product, i.e. broken squeaker, dead batteries, mold, expired or other manufacturer’s defect we will gladly return the purchase price. Process as a return. For any return related questions email our Purchasing Director and she will reply with an answer.

Tuffie Brand toys have a replacement guarantee. Answer the following to determine if the product qualifies for replacement:

• Does the customer have the receipt to prove it was purchased at your store?
• Has the customer had the toy less than five days?

If both these questions are a ‘Yes’, then the toy can be replaced; there is no money back guarantee. Email our Purchasing Director with the customer’s name and contact information (phone number and email) and the product UPC so a replacement item can be arranged. You may then offer the customer a new Tuffie toy. VIP recommends replacing the customer’s damaged toy with the Tuffy Ultimate Ring (or Tuffy, Jr. Ring if the previous toy was from the Jr. Line). Tuffies are replaced ONE TIME; Tuffie will not replace the replacement. Not covered are:

• Silly Squeaker
• Tuffy Dinosaur
• Tuffy Dragon
• Tuffy Barnyard
• Tuffy Zoo

A note from Tuffie regarding their product:

Tuffie toys are not recommended to be sold as CHEW toys. All of the VIP Products Pet Toys are interactive play toys for tug, toss and fetch. Recommend picking the toy up if a pet is gnawing on the toy and it will last much longer. The back of the header card explains this. Please have the customer read it. Also, please do not sell them as ‘indestructible’. Nothing in this world is indestructible!

The bakery table should be kept stocked, clean from crumbs or sprinkles and well merchandised. Avoid stacking bakery items on top of each other, as the icing may stick and become damaged. The table is also stocked with premade bakery boxes, bags and tissue paper, making it easy for customers to gather their selections. New and seasonal bakery should be set out and merchandised as soon as it arrives in store. Bakery items are ordered through our Purchasing Director

When merchandising product in the store, brand and product lines should be kept together. All merchandising equipment such as pegs, shelves and/or brackets are to match the same length and type as the other pieces around it. Color and style themes are grouped as well, and all products are aligned and spaced evenly apart so as to see each clearly. Merchandising equipment is available via the warehouse fulfillment process

Throughout your shift keep merchandise on shelves and ensure all pegs are pulled forward and front-faced. If there is an opening where a product has sold out, it should be merchandised temporarily. Use either a product complementary to surrounding ones or create a double facing of another high selling product of the same brand.

Pulling back stock throughout the day is important. Back stock is kept for the items that sell most frequently to prevent them from selling out. Always keep the shelves fully stocked and dusted. Any unnecessary back stock can be returned to the warehouse upon approval from management.

Completed reports are sent to our Purchasing Director for review. You will be notified via email when the review is complete and sent notifications regarding items to be discounted or transferred to other stores in order to minimize product loss due to expiration.

Each store must have appropriate cleaning supplies stocked at all times to maintain proper appearance and function. It is the employee’s responsibility to ensure the store is kept clean at all times. If something is running low, communicate with the store manager and warehouse.

All stores have Windex, Pine Sol, dish soap, sponges, bleach, laundry detergent, Lysol spray, pet-safe disinfectant, and a urine cleaner such as Cherry Cleaner. All products are ordered through the warehouse and should not be taken off the shelves (Nature’s Miracle, Pee Be Gone, etc.) unless approved by management.

Other items such as office supplies, paper towels, toilet paper, trash bags, etc. are ordered from the warehouse as well. This request should be submitted on your biweekly warehouse supply order form.

Completed reports are sent to our Purchasing Director for review. You will be notified via email when the review is complete and sent notifications regarding items to be discounted or transferred to other stores in order to minimize product loss due to expiration.

• Wipe down register counters and glass with Windex
• Sweep front step area and keep free of poop bags or other debris
• Dust and wipe down store shelving
• Vacuum carpets/mats
• Clean windows and doors with Windex
• Wash, dry, fold and put away laundry as needed
• Empty trash
• Clean bathrooms, including toilets, floors, sinks, railings and dispensers
• Wipe down phones with Lysol Wipes
• Clean scanner with Windex

During inclement weather:

• Keep doorway dry and clean and put out all weather mats
• Sweep or shovel front walkways; do so regularly if snow is falling
• When weather is freezing, keep paw-safe ice melt on the ground out front

• Clean out old food from refrigerators
• Wipe out microwave and fridge
• Organize cleaning supplies and order as needed
• Check store supplies and order as needed
• Wipe down shopping baskets/ carts

• Freezers for raw food should have the air filter cleaned to prevent hair and dust from clogging the intake vents and causing overheating
• Ceiling fans must be dusted and wiped down
• HVAC filters must be changed

• Clean out old food from refrigerators
• Wipe out microwave and fridge
• Organize cleaning supplies and order as needed
• Check store supplies and order as needed
• Wipe down shopping baskets/ carts

Laundry is the responsibility of every employee. Groomers are responsible for all towels and rags they have used in the course of their day. Store associates are to wash, dry and put away any rags/towels/bedding used for cleaning or adoption dogs.

Our cash counters are for customer transactions and point of sales purchases. Cash counters should be organized, free of clutter and clean at all times. Never store food or eat at the cash counter. Personal items such as purses/backpacks and cell phones/chargers are not to be on or behind the cash counter in view of customers. Inventory and boxes must be stored in the back room. Keep supplies such as register tape and bags handy and organized; if need be store excess in the back room.

The register is a focal point; special attention should be paid to ensure it reflects well on the entire store.

Maintain an internal temperature in each store of 70 degrees. It is very important to keep the thermostat set at 70 degrees and not below. Commercial units will freeze up and stop working if the thermostat is set too low. This will result in complete loss of any air conditioning.

One of the most common ways shrinkage occurs is through shoplifting. Deterrence is the most effective way to deal with shoplifting.

• Acknowledge every customer and offer assistance: potential shoplifters do not want to be noticed.
• Check back with customers occasionally while they shop.
• Provide service promptly.
• Stock merchandise neatly at all times. Neat and orderly displays make a missing item more obvious; a person is less likely to steal when it is noticeable.
• Keep doors to back/stock/grooming rooms closed.
• Bring any empty packaging and or tags found in the store to the store manager to record in inventory properly. Also be alert to any inventory found hidden or away from its usual place: this may be an item staged for a later theft.
• Use the ceiling mirrors and cameras to see down aisles and around corners.
• Watch for customers who appear nervous, stare at employees or customers, wander aimlessly, hang out in hard-to-monitor areas, stay for an unusually long period of time, or leave and return.
• Pay attention to price stickers as you scan: make sure they appropriate to the item.
• If a customer seems suspicious, bring them to the attention of your immediate supervisor and other employees immediately.
• Do not attempt to apprehend or stop anyone suspected of shoplifting. Doing so is cause for disciplinary action, up to and including termination. Call the authorities with a description of the person and the direction in which they leave.

Administration error is also a common cause of shrinkage. This can be a simple or inadvertent action, such as ringing up two different cans of food as two of the same cans. It can also be due to miscounting or misclassifying inventory.

Intentional label switching, fraudulent returns, or employee collusion are intentional causes of shrinkage and considered theft.

Keeping a close eye is necessary to retain proper inventory. If you witness or suspect administrative errors, either purposeful or accidental, bring them to the attention of your supervisor immediately.

Employee theft is a serious issue for many businesses. Although taking small items of company property may seem inconsequential, the cumulative effect can be very large. Stealing from KH Investors, Inc. or any associated organization, person or enterprise is a serious offense and will not be tolerated. Theft consists of, but is not limited to, taking company property, inventory, money, donations or information without authorization or for purposes other than those of conducting routine business. Taking company property, inventory, money, donations or information for personal use is strictly prohibited. All violators of this policy will be terminated and prosecuted.

Doggie Style has a zero tolerance policy toward employee theft. If you witness or suspect employee theft, report it to the store manager, the company president, and CEO immediately.

See 3.13 Employee Theft in the Employee Handbook.

The Employee Discount is for use by the employee only. It cannot be used by another person. Employees are not to ring up their own purchase. Another associate must perform the transaction. Employees must be clocked out while shopping and purchasing items. See the Employee Handbook, section 10.3 Employee Discounts at Doggie Style.

“Till Tapping” is a type of cash theft. Usually working in teams of two or more individuals, thieves operate by drawing the attention of the employee away from the cash register. While the employee is diverted, the till is then “tapped” by one of the group members and cash is taken. Sometimes this will be attempted during a transaction with the goal of making an employee walk away from an open and unsecured drawer, giving easy access. Other times, the perpetrator will attempt to ring a sale, causing the drawer to open.

Incorrect change is the most common cause of register shortages. Usually it is small amounts and unintentional. Sometimes it is large amounts and/or caused by intentional fraud. The best way to prevent any type of shortage is to have a script and routine for every transaction. When a customer pays with cash, announce the denomination of the bill out loud so the customer can hear you. Count the change from the drawer and then count it out again as you return it to the customer. When the customer has accepted the change, then place the customer’s original bill in its correct slot.

For example:

Employee: “Your total comes to $12.75 today, Mrs. Smith.”

Mrs. Smith hands the employee a $20.00 bill.

Employee: “Out of Twenty?”

Employee opens the drawer, places the $20 on the open drawer, and counts out the correct change.

Employee: “And here is five and two and twenty five cents is twenty. Thank you very much.”

Mrs. Smith: “Thank you! Have a nice day.”

Employee then places the $20 into the designated slot and closes the drawer.

If a customer claims you did not give correct change, notify your immediate supervisor. The drawer may require a count to determine if an error has been made.

Should this type of event ever occur our primary concern is for employee safety.

Carefully follow these procedures:

• Do Not Resist and Remain Calm. Do not make any movements which the robber(s) may see as threatening.
• If you are asked to help, such as handing over money or opening the drawer, move slowly and only as directed.
• Speak only when spoken to. Do not volunteer information about yourself, others or the store.
• Notice as many details about the person(s) as possible: height, weight, hair color, distinguishing marks, etc. If possible, take note of the direction and/or vehicle from which they came or in which they left.
• Immediately after the robber departs, lock all doors and call 9-1-1. Stay inside. Do not touch anything the perpetrator(s) touched or move things around. Remain calm and wait for the authorities to arrive.
• Call the company president and CEO and the store manager.

If you or a customer experience a personal loss while at a KH Investors, Inc. location, report it to your supervisor as soon as the loss is noticed and notify the company president and CEO immediately.

In order to prevent losses due to counterfeit bills, we do not accept $100 bills for purchases under $50, or $50 bills for purchases under $25. An exception to this rule can be made if the customer is known to the store.

All stores are equipped with blacklight counterfeit detectors and should be used on all bills over $10.00. Any bill produced since 1990 should contain a security thread and watermark which will glow under UV light. If the bill was produced before 1990, please use a counterfeit detector pen.

All bills are to be observed for the following characteristics:

Look and Feel

This is the first and most obvious way to detect suspicious currency. This is simple to check automatically as the bill is handed to you. U.S. bank notes are printed on special paper consisting of 75% cotton and 25% linen. The linen gives it an extra stiffness and thickness that is distinct. There are tiny red and blue fibers embedded in the paper. Banknotes are printed with a process called "intaglio" that leaves ink on top of the paper, giving the money a texture. The printing is also very high quality, so the lines are sharp and clear; they are never broken, fuzzy, or “blobby”.

Color-Shifting Ink

Banknotes above the $5 use color-shifting ink to print the denomination number in the lower-right-hand corner. Look at the numbers head-on and then from an angle. For genuine notes the color will shift (copper- to-green or green-to-black).

Watermark

All bills larger than a $2 have a watermark — hold the bill up to the light to see it. The watermark is part of the paper and is visible from the front or back of the bill. For the $10, $20, $50, and $100, the image matches the portrait. The $5 contains a watermark of a large numeral 5. Use these watermarks to verify that the bill came from the U.S. Mint. This will also allow you to easily spot legitimate bills that have been altered by bleaching and reprinted with a higher denomination bills that have been altered by bleaching and reprinted with a higher denomination.

Security Thread

All bills larger than a $2 have a security thread running vertically through the bill. Like the watermark, it is visible when held up to the light.

The thread has text with the bill's denomination and an image that is unique to that denomination. The different denominations have the threads in different places which help identify bills that have been bleached and reprinted with a higher denomination. (The threads also glow different colors when exposed to an ultraviolet light.)

Coupon fraud is committed when someone intentionally uses a coupon for a product that he/she did not purchase or otherwise fails to satisfy the terms and conditions for redemption; or when coupons are altered/counterfeit. These activities are almost always in violation of Federal, State or local laws.

Some types of coupon fraud are small or due to employee and/or customer oversight. An example of such a transaction is a coupon redeemed for $1.00 off ten cans of 6oz. cat food, but the items actually purchased were 3oz. cans.

Other kinds are more rare but very costly. These include fake or reproduced coupons. Sometimes the customer knows the coupon is not valid, other times they have been scammed themselves.

Do not accept a coupon if:

• The barcode is fuzzy or unreadable.
• The expiration window is unusually long, fake (11/31) or nonexistent; most coupons expire within 6 months.
• There is an absence of clear instructions; valid coupons will have a remit address and clear instructions on how to redeem it.
• A coupon that seems too good to be true; for example, it offers large amounts or multiples of free products, or a discount of an unusual or high percentage.
• It has obvious spelling errors or simply looks odd.
• It is a photocopy.
• The fine print is “off”: it is not written in legal terms or uses phrases such as “we will” and “you can”, for example.
• If you think you may have a questionable coupon, call the store manager immediately.

Confirm with the store manager or the company president and CEO before issuing cash back from a coupon transaction.

You can look up all questionable coupons on the Coupon Information Corporation website at couponinformationcenter.com/. This website keeps a list of many fraudulent coupons and coupon-related scams.

Saved Me Rescue

2609 Federal St
Philadelphia, PA 19146
215-240-1240.

The Pet Mechanic

Fishtown:267-519-0387

South St:267-930-8732

Pets arriving in stores will be accompanied by a folder of their information which will ultimately be given to the adopter. We do our best to ensure that pets are healthy when they are transferred. However, these pets are under stress and have been exposed to other animals. If you notice any symptoms such as persistent coughing or sneezing, lethargy, fever, loss of appetite, vomiting or diarrhea notify Saved Me Rescue of the symptom(s), frequency and when it was first noticed.

Call the Pet Mechanic immediately if the pet has trouble standing or breathing or other urgent symptoms

You will have access to pet files and personal files of potential adopters through your store's Petpoint account. To access Petpoint go to petpoint.com/login

The confidentiality policy outlined in section Pet records contain basic descriptions, complete records of stages and locations for each animal and intake/outcome details along with complete medical exams, treatments, tests, and vaccinations. You will have access to these records in the documents file in Petpoint. All information prior to intake by Saved Me is contained in the folders accompanying each animal.

You also have access to reports. Please take advantage of the webinars and tutorials on the help website under the Help/Online Help tab. Please ask any potential adopters to read and sign a “Release of Liability Waiver” prior to meeting our pets.

Welcoming a new family member is a big decision; our goal is to find the best home for each animal. When engaging with a potential adopter, mention the following:

• Pets are a large time commitment. Animals need companionship and love; walks; training; water and food must be provided on schedule.
• Veterinary care can become expensive; consider the costs of routine care such as vaccinations, dental cleanings and wellness exams as well as emergency visits or treatment for chronic health problems.
• Grooming is necessary for all breeds of dogs; talk about the specific requirements of that individual pet.
• Are all members of the family in agreement?
• Mention food choices available and keeping pet on a schedule, which is important for housebreaking.
• Suggest crate training: it keeps the pet safe and avoids destructive chewing; it helps with housebreaking and is humane. Crating should never be used as punishment.
• Tell potential adopters about the in-store discount offered on the day of adoption (10%).
• If they would like to donate, there is a donation page on the Saved Me website. See section 2.6 for more information.
• It is recommended that everyone living in the home meet the new potential family member, including other animals. We happily arrange a meet and greet with the other dogs to make sure everyone will get along.

If someone is interested in adopting or fostering they must:

• Fill out an adoption application
• Provide identification
• Provide proof of home ownership (deed, mortgage bill, agreement of sale or a water/sewer bill) or proof that their lease allows pets (written in the lease or under a pet agreement or lease addendum)
• Provide a veterinary reference (required if the adopter has pets) or 3 personal references from people who are not related to the adopter. Please call the references and follow up if you have to leave a message.

When calling references, ask the following:

• Are they responsible?
• Are they good with animals?
• Have they ever had pets in the past? If so, were they healthy and happy? Were they well taken care of?
• Do they have the means (time, space, money) for keeping a pet happy and healthy?
• Do you, yourself, have any pets? If so, would you trust your pet to be under their care?

Adoptions are on a first come, first serve basis to approved adopters. To expedite an interested party’s adoption process, recommend they apply before choosing a pet. By doing this they can be pre-approved when the right pet comes along and the chances of them being first in line for a particular animal is greater. (Pre-approval requires a $25 deposit)

Once an approval for adoption is given, you may call the applicant and tell them the good news!

Processing an adoption is a multi-step process. Keep the pet in his/her room until the process is complete to ensure thoroughness.

Step 1: Petpoint Processing

Go to petpoint.com/login with your login ID and password and complete the following steps:

• Go to Outcome: Adoption
• Add Person, Make sure all red highlighted fields are filled out, plus ID info and make sure the gift of insurance option at the top reads as “yes”. If it does not please check that the animal has a microchip entered in its record. In order to qualify for the 30 day gift of insurance all animals must be microchipped and the adopter must provide their own email address.
• Go to the Animal Tab, add animal by name or reference number, make sure all red highlighted fields are filled out.
• Go to the Details Tab, making sure all red is filled out, as well as clicking the "no free products given today" box.

IMPORTANT: if this is a foster to adopt situation the tab which says Release Status “immediate” must be changed to “deferred” This step also defers the Gift of Insurance email from Shelter Care.

• Submit Outcome.
• Two copies of the contract are printed out, one for the adopter and one for our records.
• The adopter will keep the folder with all the information from Saved Me.

Step 2: Review Microchip Information

A microchip has been implanted beneath the skin and between the shoulder blades of every Saved Me animal. It is a small transponder encrypted with a 12 digit code which identifies the owner of the chip in our database. Mention that they will receive detailed registration information in the packet that you are emailing and they may register their pet at www.24petwatch.com. This allows them to update ownership details and is available by registering online and paying an annual fee to maintain registration.

Step 3: Review Included Pet Health Insurance Policy

Every Saved Me adoption includes thirty days of pet health insurance. Once the adoption is finalized, an email will be sent to the new owner. They must confirm the pet insurance through this email within 7 days. It will include the following information:

Dear (Adopter),

Congratulations on your adoption of (Pet) from Saved Me, Inc!

Pet parenting is exciting, and to thank you for choosing to adopt, please accept our complimentary 24PetWatch 30-Day Gift of Insurance to help protect your pet and your wallet. To confirm your gift of insurance please click here, you can also view details of your coverage, download your documents of insurance, policy terms and conditions, and claim form.

Please confirm your 24PetWatch 30-Day Gift of Insurance within 7 days – if you don’t confirm in time, you will not have any insurance coverage for your newly adopted pet. Once your coverage is confirmed online, your pet will be covered for accidents and illnesses after the applicable 48 hour illness waiting period as per the coverage chart and policy terms and conditions.

Also, remember to keep your pet’s microchip information up to date. Your pet’s24PetWatch microchip is their first line of defense and can help improve their chances of a safe return should they go missing. Please look forward to our quarterly newsletter, which offers helpful articles and exclusive offers, and provides you an update on the status of your pet’s maintenance plan.

Thank you again for adopting from Saved Me, Inc. We hope you and Jessie enjoy your new life together!

Sincerely,

Your 24PetWatch Pet Insurance Team

Stress the need to activate the included pet insurance.

Step 4: ACCT Dog License

Why license my dog?

• If lost, dogs wearing a city license receive a longer stay at the shelter. ACCT Philly will use the information in the license database to reunite you and your pet as soon as possible.
• Dogs wearing a city license have a greater chance of being returned to their homes than dogs not wearing a license.
• Animal Control officers can possibly locate an owner before the dog is taken to the shelter.

Are dog licenses mandatory?

Under Section 10-103 of The Philadelphia Code, all dogs 4 months and older must be licensed in Philadelphia. You must purchase a license within 30 days of obtaining a dog over the age of 4 months or within 30 days of establishing residence in the City of Philadelphia.

• Have customer fill out the license form located behind the register.
• Explain that they get 2 tags: One for the dog’s collar and one for safe keeping.
• The tags are for life, but need to be renewed every year.

Pricing:

Altered Dogs: $16
Unaltered Dogs: $40
Senior Pet Owners: Apply a 50% discount to the license fee
Service Dogs: Free

Step 5: Shopping!

Adopters receive 10% off their entire purchase the day of the adoption. This discount is applied manually onto the sale.

Step 6: Congratulate the New Family

We encourage you to take photos of the adopters and their new companion with their permission, so we can post them to our social media channels. Let them know that they can also send us photos and updates about their new family members and we will post them. Ask them to LIKE us on Facebook and Instagram. Emails can be sent to social@doggiestylepets.com and info@savedme.org

Step 7: Record Maintenance

Keep all adoption records in a central place and make sure they include POS receipt, signed contracts and applications stapled together. If you are missing information, please contact Saved Me. Adoption records should be kept in a folder or binder and should be arranged by chronological order so you can refer back to the animal name or animal number and added immediately after each adoption.

Foster To Adopt options are available as for specific situations and must be first approved by Saved Me. We offer the Foster to Adopt program for those who feel they need some time with the dog/cat to make a final decision. Usually, this is best for people who already have pets in their home and want to make sure they will get along.

The potential adopter must provide a credit card so the adoption can be completed and their credit card charged within 7 days. The adopter does not need to return to the store in order to finalize the adoption. The adopter should also sign the foster contract, which is provided as a PDF, and can be found on your desktop or in Google Docs. A credit card number and expiration date should be recorded on this form.

This document explains that the adopter has 7 days to decide. If they do not notify us of any change, the adopter’s credit card will be charged and the adoption then becomes final. The foster to adopt is processed as a “deferred” adoption.

Let the potential adopter know that while they are fostering the pet it is their responsibility to provide food and veterinary care. The included pet insurance does not activate until the adoption is final.

All employees must arrive prior to the scheduled store opening time to ensure all opening procedures are complete. See your Store Manager to confirm arrival time; it may vary by location. If there is any evidence of tampering inside or outside the store upon your arrival, do not enter. If you enter and then notice tampering, exit immediately. Call 9-1-1 and wait for the police outside of the building. Alert your immediate supervisor.

• Arrive and unlock door
• Enter and re-lock door
• De-activate alarm
• Clock in and stow any personal belongings
• Turn lights on: partial lights may be turned on until store is open

• Turn attention to Saved Me dog(s):
• Take dog(s) out for a walk individually, bringing baggies and cleaning up after dog(s)
• After walking, place dog(s) in respective rooms
• Spot clean the dog(s) if necessary
• Provide fresh water in a clean bowl and bedding
• Feed dog(s) breakfast according to nutrition guidelines
• Clean and sanitize crate(s) used the night before
• Place any dirty laundry in the wash
• Place dirty bowls in sink

• Turn attention to store cat(s):
• Find cat(s) and visually confirm he/she is present and appears healthy
• Scoop litter, placing dirty litter in a separate bag
• Tie up litter bag tightly and dispose of appropriately away from customer areas o Provide fresh water in a clean bowl
• Feed cat(s) appropriate type and amount of food
• Wash dirty cat and dog bowls and place them to dry

• Count register
• Fill out End of Day (EOD) closing sheet with register totals
• Log into and check email
• Enter in the day’s grooming appointments in the POS as "holds" to make check out smoother
• Walk the perimeter of the store and each aisle to make sure the store is clean, organized and nothing is on the floor
• Fill the Sample Treat bowl if empty
• At five minutes prior to scheduled opening time, turn lights on completely (if not done so already)
• Close doors to back rooms and/or grooming rooms
• Check counter and register areas for cleanliness; make sure extra bags, register tape, etc. are nearby and easy to refill/replace as the need arises
• Unlock front door and flip door sign to “Open”
• Take A frame sign and place out in front if the weather permits

It is Doggie Style policy to remain open until the posted closing time for each store. Do not close the store, lock the door, or start closing procedures until after the posted store closing time and all customers have finished shopping and have exited the store.

Do not announce that the store is closing or turn customers away before closing time. If there are still customers shopping after closing time, please continue to observe our customer service policy and help customers as you would any other time of the day.

Please complete the following procedures:

• Check aisles and restrooms for remaining customers
• Bring A frame sign inside
• Lock door and turn sign to “Closed”
• Turn front lights off if appropriate

• Turn attention to store dog(s):
• Prepare overnight crates for adoption dog(s), complete with water, bedding and a toy
• Take the adoption dog(s) out for their final walk individually, bringing baggies and cleaning up after dog(s) as necessary
• Place dog(s) in crate upon return and double check latches. If the dog is an “escape artist” double ended snaps may be necessary to properly secure the door.

• Clean adoption rooms
• Remove all toys, treats and food/debris
• Remove bedding and place with dirty laundry o Wipe down bed
• Clean glass
• Disinfect all tiles
• Remove all bowls to the sink

• Turn attention to store cat(s):
• Find cat(s) and visually confirm he/she is present and appearing healthy
• Scoop litter, placing dirty litter in a separate bag
• Tie up tightly and dispose of litter bag appropriately away from customer areas o Provide fresh water in a clean bowl
• Feed cat(s) appropriate type and amount of food
• Wash dirty cat and dog bowls and place them to dry

• Walk the perimeter of the store and up/down each aisle, front facing and neatening merchandise where necessary
• Replace any baskets/carts and arrange all baskets/carts for use the next day
• Clean glass, especially the front door area where hand and nose prints collect
• Wipe down countertops
• Bag up all trash around register, in bathroom and in backroom/break area and dispose of in dumpster (if available) or placed with store trash to be taken out on the appropriate day
• Sweep, Swiffer or vacuum floors
• Mop or wet Swiffer, paying particular attention to the front door area
• Check all tub faucets/hoses to make sure the water is turned off completely at the plumbing fixture

• Count register drawer
• Close tray session and count drawer totals
• Fill out End of Day (EOD) closing sheet with cash amounts
• Take deposit amount out of drawer and place in deposit envelope with store name, date and amount written on the front.
• Print Z-out drawer count and Z-out store closeInclude End of Day (EOD), drawer count, store closing register print out and all
register receipts in EOD envelope o Place deposit in safe

• Gather personal belongings
• Check back/side door(s) to confirm they are closed and locked
• Confirm the washer and dryer are off
• Turn off lights
• Clock out
• Set alarm
• Exit and re-lock door
• Pull door handle to confirm it is locked

Bath Specials are usually exclusively booked with bathers; speak with the store manager for details. Bathers are restricted to services that do not involve cutting hair or Furminator services. If you are unsure how to book a specific service and/or person or need a price quote, ask your supervisor or a groomer.

When setting up an appointment, ask the client for the following information:

1. Has the customer been to Doggie Style for grooming previously? If so, find them using their last name or the pet’s name. If it is their first time at this location, please record:

• Client’s first and last name
• An email address
• The pet’s name, breed, approximate weight and age
• Primary phone number they can be reached at and any alternate numbers (work, cell, etc.) they wish to give
• The name of their veterinarian
• Inform them we require proof of a current rabies vaccination (see Vaccinations section for more information)

2. Once the pet is located, ask if they have a preference for a specific groomer (if the location has more than one) and what service(s) they would like. After checking for alerts, offer them specific dates/times based on what is available.

3. Check the rabies vaccination we have on file to confirm is current. If it is not, let them know we will need to see current vaccination records prior to any grooming services.

4. Before concluding, confirm the day, time, pet and service. For example, “Ok Mrs. Smith, we have you in with Jennifer this Saturday, the 18th, at 10am for Fluffy’s bath and haircut. Please call to let us know if you need to reschedule. We look forward to seeing you!”

Confirmation calls are made each afternoon/evening for the next day’s appointments. This reduces the number of no-show appointments and reschedules. Utilize the tip out sheet to make note of which client’s need to sign contracts or bring in rabies vaccination documentation for the next day’s appointments.

As always, our customer service standards are followed by greeting the customers and their pets and offering a treat sample to the dogs. The groomer should come from the grooming room to greet the customer and go over specifications for their visit that day. The groomer should discuss the following:

• Confirm the phone number the client can be reached at
• Any allergies the pet may have
• If a repeat customer, be sure to ask if anything has changed in their pet’s health from the last visit
• The type of service(s) the pet is scheduled for
• An approximate length of time until completion
• Signature on a grooming contract if not on file
• Address any questions or concerns the owner may have and get a clear understanding of their expectations for the finished product
• When a customer is visiting us for the first time, the customer must read, fill out and sign our grooming contract.
• The groomer will then bring the pet back to the grooming room.

• The groomer/bather or sales associate will call the customer when their pet is ready to be picked up.
• The groomer/bather is to bring the pet out.

To check out:

• Choose the correct service
• Enter price
• Enter tip (if applicable)
• Complete sale as usual

Proof of a current rabies vaccination or positive titer is required. The date the vaccination is due is usually available on the receipt from the latest vet visit. Sales associates or grooming staff can also call the veterinarian’s office and accept verbal confirmation of the vaccine’s expiration date directly from the animal hospital staff, or records can be faxed or emailed to the store. This information, along with the name of their veterinarian should be entered into the appropriate fields of the grooming software.

Verbal confirmation from the client is not sufficient, nor is a rabies tag.

Dogs are not required to have received the Bordetella vaccination, but it is highly recommended for canines to have if they are in contact with other dogs or areas where other animals were recently present. Doggie Style is not responsible for any illness incurred in non-vaccinated pets.

In rare instances, a grooming appointment will be declined or discontinued. We must keep pets and groomers safe, and if this cannot be done with a reasonable expectation of safety we reserve the right to discontinue or decline a groom.

If the pet presents symptoms of communicable disease such as coughing or seems frail or unstable due to advanced age, the groomer may decline the pet and recommend a veterinarian visit to determine the pet is healthy enough for grooming. Whenever ill health is suspected, it is better to reschedule than to push the pet.

Opening:

• Arrive at least twenty (20) minutes prior to your first appointment.
• Set up your grooming station and tub.
• Look at the day’s appointments and check grooming history, vaccination records and determine if there is a grooming contract on file.
• Prepare the contracts needed for that day if retail staff has not yet done so.
• Pets should NEVER arrive before you do- face to face interaction is critical every time.

Maintenance:

• Record the grooming notes and prices for each pet in the grooming software every day. Be detailed: o Record the blade/comb number(s), pattern/style, add-ons such as teeth and any behavioral issues.
• Record the price and your first name and last initial.
• If you charged above or below the usual price, explain why.
• Keep the floor neat and dry between pets.
• Make sure any tripping hazards are picked up and put away. Falls are the most common preventable accident in the workplace.
• Mix shampoos for current day. Clean all shampoo mixing bottles with hot water before reusing.
• Rinse the tub and clean out the drain between every pet; do not force the next person to clean a dirty tub.
• Clear tub of hair
• Clean drain
• Sanitize the tub (spray with a dilution of Parvoscrub and water. Let stand for 10 minutes and rinse off. Make sure the tub is fully rinsed before a dog is placed in the tub).
• Clean and sanitize stations between each pet. Spray with Parvoscrub solution and wipe down between each pet.
• Clean and sanitize crates between each pet.
• Clean out loose hair and sanitize with Parvoscrub solution.
• Place a clean towel down after the sanitizer has dried.
• Each dog gets a fresh towel. Do not reuse old towels.
• Keep the store tools clean, sanitized and ready to use.
• Each groomer will receive 7-in-1 blade care dip to sanitize blades/shears.
• Brushes should be cleared of hair between grooms or baths.
• Keep track of supplies such as shampoo and toothbrushes and reorder as needed.
• Alert the Store Manager immediately if any equipment has broken or is not functioning properly.

Closing:

• Stay until all appointments have left.
• Remove loose hair and disinfect crates so they are clean and ready to use the next morning. Use kennel sprayer with Parvoscrub solution for disinfection process.
• Wash and fold laundry.
• Vacuum the grooming room and any surrounding areas to which hair has spread.
• Empty vacuum into a plastic garbage bag and tie closed tightly; this will reduce the possibility of a flea infestation.
• Mop the grooming room using a disinfecting solution.
• Keep equipment such as racks and crates free of hair.
• Disinfect tub, ensuring it is clean and free of hair.
• Clean all dryer filters, removing hair and rinsing as needed.
• Wash, sanitize and dry floor and tub mats.
• Disinfect tables with Parvoscrub solution.
• Disinfect blades/shears with Blade Care 7-in-1 dip.
• Sterilize brushes and combs.
• Turn off water overnight.

All safety procedures outlined in Section 2 are to be followed at all times.

Parvoscrub is a 1:256 Super Concentrate Disinfectant. A little will go a long way. To properly dilute it, please use the following method:

• Parvoscrub solution in a spray bottle: Take one teaspoon of Parvoscrub, place in spray bottle. Fill the rest of the spray bottle with water.
• Parvoscrub solution in mop bucket: Most mop buckets are 6 gallons. Add 3 tablespoons of Parvoscrub. Fill mop bucket a little more than half way full.
• Parvoscrub solution in kennel sprayer: Take one tablespoon of Parvoscrub, place in kennel sprayer. Fill the rest of the kennel sprayer with water.

With 10 minutes of contact time, diluted Parvoscrub kills a variety of viruses. DO NOT apply to animals. If any product comes in contact with their food or water bowls, immediately rinse out the bowls with fresh water. Allow cages and kennels to dry prior to allowing animals to re-enter.

If the situation arises where a grooming client’s pet is injured while in our care, the Store Manager must be notified immediately. If there is an emergency, the pet is to be taken directly to the nearest Pet Mechanic without hesitation and both the owner and the company president and CEO contacted. If you are unsure of the nature or severity of the pet’s injury or ill health, be cautious and proceed as if it is an emergency. The health and safety of our clients takes priority over anything else.

If the injury is not an immediate concern, recommend the client seek a medical consultation with a veterinarian. Though we recommend The Pet Mechanic, we do not require it. In the event of injury, Doggie Style will review the veterinary report and reimburse the client for veterinary care for any issues that are determined to be a result of our grooming.

If this unfortunate event should occur, follow-up by store management is critical. The client must be called to see how the pet is doing. Never allow the last interaction with a customer of client to be negative: that is what the client will remember.

The safety of the pets in our care is of primary concern.

• The home office will provide all grooming products approved for use in Doggie Style Pets Salons. No unapproved shampoos, conditioners, colognes, hairspray, dyes, de-matting solutions, or any other product will be used. All products will be used in safe concentrations and used according to the directions on the product packaging.
• Fluff/stand dryers are never to be used on dogs in crates. Only dryers without heat are permissible.
• Never push a pet beyond his/her capabilities. If the animal is unwilling or unable to cooperate with safe grooming procedures, do not attempt to force them to do so.
• Pets must be secured in a crate or held by a leash at all times. Animals are never allowed to roam freely in grooming or other areas.
• Two animals from the same family are to be secured separately.
• Animals from different owners must always be kept away from other animals, even if the pet appears friendly. A bite can occur quickly and with very little warning or time to react.
• If you do not feel safe with a certain pet, speak up. Do not attempt to groom an animal that is displaying threatened/threatening body language or simply giving off weird “vibes”.
• Do not use a grooming loop to hold a dog’s hindquarters up as this is painful for the animal. Use a wider “sling” device or have a second set of hands to assist.
• Keep doors to the Grooming Room closed at all times; if a pet gets loose he/she will still be contained safely.

Most importantly:

A grooming pet is never to be left alone on the table or the tub, even for a moment. If you must walk farther than arm’s reach from the table/tub or turn your back on an animal, ask someone else to stand with the pet. If no one is available, put the pet in a crate temporarily until you are able to devote your full attention. Injuries sustained from falling off the table or jumping out of the tub can be severe and are entirely preventable.

Failure to follow these procedures will result in disciplinary action, up to and including termination.

Personal equipment such as brushes, clippers, blades, scissors, etc. are the groomer’s choice. They are always to be sanitary, maintained properly and in good working order. Old, worn out, malfunctioning, dirty or otherwise unsafe equipment is never to be used.

Supplies such as colognes, hairspray, dyes and de-matting solutions are the groomer’s choice. Any product used on pets must be manufactured for use on pets. Human shampoo, perfume or styling products are never allowed as they are not formulated for animals and can cause harm.

Pricing varies by pet. Averages are available for quotes. Stress the price will ultimately depend on the type and condition of the coat. Grooms requiring de-matting or extra handling will be charged accordingly. Guidelines in pricing are available Here.

Except for Bath Specials and add-on services such as nail trimming or tooth brushing, Groomers are permitted to adjust the prices up or down based on time spent on the pet as necessary.

Doggie Style Pets offers clients that need to be rescheduled a 25% discount on their rescheduled groom to compensate them for the inconvenience of a rescheduling their appointment. This discount is only for grooms that are rescheduling due to an error or issue on behalf of Doggie Style Pets or our employees.

This does not include client requested changes or changes that are required due to weather or some other condition outside of our control.

The discount will be funded by Doggie Style Pets unless the reschedule is a result of last minute groomer scheduling changes, arriving late, or poor time management.

This discount is important to maintain excellent customer service and minimize the business impact from scheduling changes that anger customers.

All grooming discounts are subject to management approval. To apply discount: Ring up groom as normal, click the Discount button, and select “Grooming Reschedule 25% Off” As the discount reason code.

Grooming equipment intended for personal use (blades, scissors, colognes, etc.) can be ordered from Ryan’s Pet Supplies through our corporate account. The amount due will be taken directly from your paycheck in one or several installments. Email our Purchasing Director for more information.