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Inspecting What You Expect: A Cornerstone of Operational Excellence
Inspecting What You Expect: A Cornerstone of Operational Excellence
By Jennifer Wolf-Pierson
I

n the landscape of pet care services, pet resort operators face the challenge of maintaining high standards of service that ensure the health, safety, and satisfaction of both pets and their owners. A key principle that underpins success in this industry is the mantra, “Inspect what you expect.” This approach is not just a catchphrase but a crucial strategy that underscores the importance of oversight in delegation, cleanliness and overall service delivery.

The following will cover why pet resort operators must prioritize regular inspections and how this benefits the operation as a whole.

The Bedrock of Trust: Cleanliness
For pet resorts, cleanliness is not just about aesthetics; it’s a fundamental aspect that impacts the health and wellbeing of the pets entrusted in our care. A clean facility is a key indicator that prospective clients look at when selecting a place for their pets. However, maintaining an impeccable standard of cleanliness requires more than just setting expectations; it necessitates regular inspections to ensure those standards are consistently met.
Effective Delegation
involves clear communication of expectations, providing the necessary resources and training, and setting up a system of regular check-ins and feedback.
Inspecting cleanliness involves evaluating not only the visible areas, but also the nooks and crannies that are prone to neglect. This includes examining under beds, in drains, corners, behind doors, under bars and so much more. When issues are found, this gives the operator the opportunity to address the shortfall. Maybe a team member needs retraining, maybe an accountability meeting needs held, or maybe the proper policy or procedure is just not in place. By addressing these issues proactively, you can streamline operations and maintain the level of cleanliness your clients expect.
The Art of Delegation: Empowerment with Accountability
Delegation is an essential management tool that allows you to distribute responsibilities among your staff effectively. You cannot do it all! If you could, why would you have employees? While the first step is delegation, delegation without follow-up is a recipe for inconsistency and oversight. Inspecting what you expect becomes particularly relevant in this context, as it empowers staff while also holding them accountable for their areas of responsibility.
inspection
in the pet resort context is not a one-off task but a
cyclical process
that promotes ongoing improvement and adaptation.
Effective delegation involves clear communication of expectations, providing the necessary resources and training, and setting up a system of regular check-ins and feedback. By incorporating inspection into the delegation process, operators can ensure that tasks are completed to the resort’s standards, identify areas for improvement and acknowledge exemplary performance. This not only enhances operational efficiency, but also builds a culture of accountability and continuous improvement among the team.
The Cycle of Inspection: Continuous Improvement
Inspection in the pet resort context is not a one-off task but a cyclical process that promotes ongoing improvement and adaptation. It involves setting benchmarks for cleanliness and service, systematically evaluating performance against these standards and implementing adjustments based on findings. This cycle of inspection ensures that the resort not only maintains its current standards but also evolves to meet changing needs and expectations.

To implement an effective inspection cycle, resort operators should establish regular inspection schedules, use checklists to standardize assessments and involve staff in the process to foster a team approach to quality. Systems to inspect can be built in formats of checklists, daily walk-throughs, or even required communications. Set goals for yourself and schedule an inspection of the activity you choose to implement. Use your calendar! As entrepreneurs and leaders, it can be easy to get distracted by the next new and exciting thing. Be sure you’re making time to get back to the basics.

For pet resorts, the principle of inspecting what you expect is a cornerstone of operational excellence. It underscores the importance of not taking standards for granted but actively ensuring they are met and upheld. Through meticulous attention to cleanliness, strategic delegation with accountability and a robust cycle of inspection, resort operators can cultivate an environment that prioritizes pet health, safety and satisfaction.

In a sector where customer expectations are high, the commitment to regular inspection is what sets apart the exceptional from the mediocre. It is a testament to the dedication of your team to the mission, a demonstration of their professionalism and a reflection of their unwavering commitment to providing the best possible experience for the pets entrusted in your care.

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Jennifer has served since 2016 as General Manager for ABC Pet Resort & Spa, a multi-service pet care center located in North Houston. She also is a consultant and instructor for Pet Care Management Boot Camp, in partnership with Turnkey, Inc., an architectural design/build/operations firm specializing in pet care and veterinary facilities. Jennifer helps both existing and start-up facilities streamline their operations, improve their team management, and understand revenue-generating strategies. Jennifer earned her BS in Agricultural Science at Colorado State University, is a Certified Professional Animal Care Operator (CPACO), a PetTech CPR and First Aid Instructor, and is a Certified Professional Dog Trainer (CPDT-KA).
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