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Handling Special Requests

How to log and escalate an owner's special request for feeding, coat care, or medication timing, and when a manager needs to get involved.

Purpose

An owner will sometimes have a request outside our normal routine: a food allergy that needs particular treats, daily special coat care, or meals and medications given at an unusual time. This SOP covers how those requests get documented and when a manager needs to be brought in.

At a Glance

  • Every special request gets logged in the kennel system and added to the dog's feeding or medication report.
  • Typical examples: food allergies needing particular treats, daily special coat care, and meals or medications at an unusual time.
  • If you're not sure whether the school can accommodate a request, defer to a manager rather than guessing.
  • Some requests take enough extra resources that a manager needs to approve them and may need to explain a related fee to the owner.

Steps

Documenting the Request

  1. Log the request in the kennel system as soon as the owner raises it.
  2. Add the same information to the dog's feeding or medication report, so it's visible to every shift, not just the person who took it down.

Deciding Whether to Accommodate It

  1. If the request fits comfortably within the dog's normal routine, go ahead and accommodate it as documented.
  2. If you're not sure whether the school can accommodate it, defer to a manager before you commit to anything with the owner.

Manager Approval and Fees

  1. Remember that our default is to try to accommodate special requests whenever we reasonably can.
  2. When a request would take enough extra resources that we cannot absorb the cost, a manager approves the request and explains any related fee to the owner.

Edge Cases

What is the standard for deciding whether a request needs a manager's sign-off?

Anything that fits inside a normal shift's routine, you can log and handle yourself. Anything that would take extra resources, supplies, or staff time goes to a manager first.

An owner asks for something we've never done before. What do I say?

Tell them you'll check and get back to them, then log the request and bring it to a manager before making any promises.

Do I still need to log a request if it seems simple?

Yes. Every special request gets logged in the kennel system and on the feeding or medication report, no matter how small it seems.

Can I turn down a request myself if it sounds like too much?

No. Bring anything you're unsure about to a manager instead of declining it on your own.

Who to Ask

Anything tied to a dog's food intake or medication schedule specifically belongs in Daily Medications and Feeding Reports; bring any other open question to a manager.