Kennel Policy on Customer Conduct
Purpose
To ensure a safe, respectful, and professional environment for both our staff and customers.
Policy
We are committed to providing excellent service and a positive experience for all our customers. To achieve this, we expect all customers to treat our staff and other customers with respect and courtesy.
Prohibited Conduct
The following behaviors are considered unacceptable:
- Swearing or Use of Profane Language: Using offensive or obscene language.
- Rudeness: Disrespectful behavior, including but not limited to shouting, aggressive tone, derogatory remarks, and personal insults.
- Threatening Behavior: Any form of physical or verbal threats towards staff or other customers.
Procedure for Addressing Unacceptable Conduct
- Initial Action:
- Refusal of Dog: If a customer exhibits prohibited conduct at the time of drop-off, the staff member has the right to refuse to accept the dog for boarding or daycare.
- Call for Collection: If a customer exhibits prohibited conduct after the dog has been accepted, the manager may call the customer and request that they collect their dog immediately.
- Warning: If the prohibited conduct occurs during an interaction, the staff member will politely inform the customer that their language or behavior is unacceptable and ask them to stop.
- Escalation: If the behavior continues, the staff member will escalate the issue to the manager on duty.
- Manager Intervention: The manager will reiterate the policy and may choose to end the interaction if the behavior does not improve.
- Termination of Service: In cases of severe or repeated violations, the manager has the authority to refuse service to the customer and may ask them to leave the premises.
- Documentation: All incidents will be documented and reviewed by management to ensure proper handling and to address any further action that may be necessary.
Consequences
- Customers who engage in prohibited conduct may be asked to leave the premises immediately.
- Repeat offenders may be banned from using our services in the future.
- Customers who refuse to collect their dog after being requested to do so may have their dog’s stay terminated, and alternative arrangements for the dog will need to be made at the customer’s expense.
Communication
This policy will be communicated to all customers via:
- Signage in the reception area and other prominent locations within the kennel.
- Information included in the customer service agreement or introductory materials.
- Verbal reminders from staff when necessary.
Support for Staff
- Staff members will receive training on how to handle difficult customer interactions professionally and calmly.
- Any staff member who feels threatened or unsafe due to a customer’s behavior will have immediate access to support from management.
