Running a successful kennel involves more than just providing food and shelter for pets. It requires a well-trained, knowledgeable, and compassionate team that understands animal behavior, prioritizes safety, and delivers excellent customer service. Investing in staff training is not just beneficial—it’s essential. Well-trained employees lead to happier animals, satisfied clients, and a smoothly operating business. Below, we explore key areas of staff training that contribute to long-term kennel success.
Understanding Animal Behavior and Body Languages
One of the most critical areas of staff training in any kennel setting is teaching team members to understand animal behavior and body language. Dogs and cats communicate primarily through non-verbal cues. Being able to identify signs of stress, aggression, or fear can help prevent dangerous situations and ensure that animals feel safe and secure.
Training should include the basics of canine and feline body language—such as tail position, ear posture, eye contact, and vocalizations. For instance, a wagging tail does not always mean a dog is friendly; the speed and height of the wag can indicate excitement, anxiety, or even agitation. Employees should also be taught to recognize when animals are showing signs of illness or discomfort, as early intervention can be crucial to their health and well-being.
Providing this behavioral education reduces the risk of bites or scratches, allows for more personalized care, and helps animals settle in more quickly, which improves their overall kennel experience.
Safety Protocols and Emergency Procedures
A cornerstone of effective kennel operations is safety—for animals, staff, and clients alike. Every team member should be trained in the facility’s safety protocols, including how to handle aggressive or sick animals, proper use of cleaning supplies, and emergency evacuation procedures.
Training should also cover how to prevent the spread of contagious diseases like kennel cough, parvovirus, or feline upper respiratory infections. This includes sanitation routines, isolation procedures, and appropriate use of personal protective equipment (PPE). All staff must know how to properly clean kennels, disinfect shared equipment, and safely manage animal waste.
Emergency preparedness training is equally important. Employees should be able to respond to medical emergencies such as choking, seizures, or heatstroke. Ideally, some staff members should be certified in pet first aid and CPR. Role-playing potential scenarios can help employees react quickly and confidently in real-life situations, minimizing risks and promoting a safer environment.
Customer Service and Communication Skills
In addition to animal care, kennel staff must be trained to provide excellent customer service. Pet owners are often anxious about leaving their animals behind, and how staff communicate can make a significant difference in building trust and loyalty.
Training should include active listening, empathy, and clear communication. Staff should be able to explain kennel policies, answer questions about pet behavior or feeding routines, and give honest, respectful updates. When discussing behavioral or health issues, it’s important to strike a balance between professionalism and compassion.
Employees should also be trained in handling difficult conversations, such as addressing a pet’s injury or a behavioral problem. Clear documentation and internal communication protocols ensure that all team members are on the same page, which improves consistency and reduces misunderstandings with clients.
Remember: Positive customer experiences lead to repeat business, glowing reviews, and word-of-mouth referrals—all critical for kennel growth.
Ongoing Education and Staff Development
Training should not be a one-time event but an ongoing part of kennel operations. The pet care industry continues to evolve, with new best practices, tools, and standards emerging regularly. Investing in continuing education ensures your team remains knowledgeable and motivated.
This might include attending workshops, completing online courses, or bringing in guest speakers to cover topics like animal nutrition, enrichment, or behavioral science. Cross-training staff for multiple roles also increases flexibility and reduces disruptions during absences or staff turnover.
Regular performance reviews and feedback sessions help identify strengths and areas for improvement. Encouraging staff to pursue certifications (such as Fear Free, CPDT-KA, or Pet First Aid) not only boosts their confidence and competence but also enhances the kennel’s reputation for excellence.
Conclusion
Staff training is a vital component of kennel success. From understanding animal behavior to mastering safety procedures and excelling in customer service, every element contributes to a positive environment for both pets and their owners. By prioritizing ongoing education and employee development, kennel owners can foster a team that is skilled, motivated, and committed to the highest standards of care. In a business where trust is everything, well-trained staff make all the difference.
