CUSTOMER SURVEY 2010

Thank you to everyone who took our 2010 customer survey. Your opinions are VERY important to us and we appreciate you taking the time to share them. We want to make sure that you know we have read, analyzed and heard your feedback and are proud to share some highlights with you here.

Some Highlights... 100% rated their overall experience with K-9 Coach and Bed & Bark as above average. Thank you. We strive for excellence and although we understand that problems will arise from time to time, we pride ourselves in addressing and resolving them whenever they do. The following percentages are for above and well above average 86% - Experience with client coaches (at front desk) 92% - Experience with K-9 Coaches (trainers & daycare attendants) 92% - Professionalism 93% - Quality of service 91% - Understanding of customers' needs 88% - Ability / willingness to address errors or problems 92% have recommended someone more than once! Your referrals are the lifeblood of our business. We cannot express how much we appreciate it. And REMEMBER you get a 5% discount on your next service when you refer someone so take advantage. 45% of you have been customers for approximately 3 years and 93% are likely to continue using our services! Your ongoing support of K-9 Coach and Bed & Bark is something we could not be more proud of. Thank you again.

Some Customer Comments... Bed and Bark and K-9 coach is the best professional facility of its kind that I have ever been associated with pertaining to the care of my dog. I am very particular about my animal's welfare and training and your facility has surpassed my expectations. I refer clients to you as often as possible based on the care Bear has received! Thank you. The Facility is Phenomenal!  Clean, expansive (not cramped boarding qtrs, indoor and outdoor training areas. Training made fun, safe and POSITIVE reinforcement....and Patient (with Owner) K9 Coach and Bed & Bark are so easy to deal with.  A real joy. Your trainers have made my pup a part of the family.  Your front desk always make me feel good even when I feel terrible dropping him off for boarding.  Everything always looks clean and well groomed.  Fosbe seems to love you all as much as I do!

Suggestions and Areas for Improvement... Front desk (Client Coaches) should wear name tags. That's a great idea. Why didn't we think of that? Introduce play time with other dogs before training class to help with socialization and expending energy!  Again, GREAT idea. When dogs are well exercised, they pay better attention and learn more while training. So, we are now offering complimentary daycare for students on class day (for our normal 6 week or more classes). I would really like to see a webcam so that I can occasionally go on the internet and view my dog while I am not with her. The webcam has been a difficult issue. Just over 27% of our customers want one and we want to be responsive to that. However, we have to balance the need for privacy (since we often have customers, including children, in and out of the back for training). Additionally, we want to make sure that the investment (several thousand dollars) we make will actually work. ALL of the ones we have tested seem to be unreliable with very unresponsive customer service. BUT, we are committed to bringing a system in by June. If you own or know of a business which can help us in this endeavor, please do not hesitate to let us know (again, we'd rather spend money with you and your network than someone we don't know). I would like to see the gate latch at the front entrance changed. The Latch is hard metal and difficult to open when it is in the closed position. There must be a better/easier latching mechanism.  We are looking into a good quality latch to address this issue. We have to make sure that it can lock and that it is not so easy to open that a dog can get out. We would rather it be a little difficult to get open than have a dog loose on South Atlanta road. We like the day care, how about pick up services? Is it viable? We do offer a pick-up and drop-off service for boarding or daycare. It is $15 each way.  Extended hours - we don't board weekends with you anymore because of the limited pickup/drop-off times on Sundays.  We'd much prefer to board with you guys always, but end up taking the dogs elsewhere for weekends away. We have heard this from some clients. Please remember, if you're running 5 minutes or so late, call us and we will wait if we can. Additionally, we have extended our Sunday pick-up hours to 7:00 PM. This provides a 3 hour window for Sunday pick-ups. REMEMBER, if you are traveling at times we are not open, we do offer pick-up and drop-off services and would be happy to arrange those with you. Let clients see the facility and where the dogs stay during daycare. I would be really interested to see where my dog plays and what he does. Clients have always been welcome to tour the facility at ANY time. And, the webcams will allow for this in the middle of the day when you're at home or work. Services for dogs that may not be able to participate in day care, but still need daily supervision. We have always offered our services to dogs who cannot participate in group play for one reason or another. This includes issues related to injuries, age or what we refer to as our "grumpy gus" club. These services include private play times, outside walks, private training sessions during the day and more. New, different and more classes. More times. We are always trying to offer new, fun classes for our customers and we are glad to be launching several new offerings this year. As always, if there is a class you want to see or a time you would like and we are not offering it, please let us know and we will do everything we can to accommodate you. In fact, one group of ladies came to us last year and wanted a puppy class on Thursday mornings. They recruited 5 people from their neighborhood and we put it together for them!