Pet Paradise Naples

"The Wigglebutt Inn makes every effort to meet and exceed our customer's expectations. In this customer's case, an employee did fail to change his originally requested departure date in the computer, and therefore his dogs had not received their free bath in time for their pick up. I absolutely did apologize on the phone for the error and admitted we had made a mistake. Our wonderful manager apologized as well and offered to do the free baths immediately, which they declined as they did not want to wait. The customer demanded that we keep his dogs for free another night (a $72 value), wash his bedding, and have his dogs bathed and ready first thing the next morning. After our manager agreed to this, the customer then said that the employee who failed to change his departure date in the computer should be fired, which he and his wife also repeated to me. He said that he was a CEO of a company and this error was "a major event" over which the employee should be fired. I determined at that point that I did not feel The Wigglebutt Inn could meet his expectations in the future. When you take care of 80-100 cageless dogs a day, accidentally not having a free bath completed in time --but offering to do it immediately-- is hardly a "major event"-- and I therefore did not feel that we could meet his expectations in the future. Yes, this was an unfortunate error, and one which we will certainly be training on to prevent. Perhaps in his line of work, this type of error would be considered a "major event", but not in our line of business, and I would never fire a great employee for something like this. More importantly, the staff members that heard him make his comment about firing the employee were extremely demoralized and told me so, as they had spent the past 2 weeks taking great care of his dogs. His dogs went home healthy and happy. We need to take care of not only our customers, but also our hard working staff which we take great efforts to find, recruit and keep. I did dismiss him as a customer, suggesting to him that there are several other daycare/boarding options in town, and I wanted him to be a happy customer of another facility which can meet all of his needs. There are no hard feelings at all on our part---we are not perfect, but we do our absolute best and prefer to service customers who are understanding when minor issues occur that we immediately rectify. We admitted our error, apologized, and we were not defensive at all. We simply told him we did not feel that we could meet his expectations in the future and asked him to find an alternate facility. We are sorry we did not meet his expectations and wish him well."

"We appreciate your comments and wish to elaborate on the situation. After receiving this call, we immediately called an independent pest control company ---not the one that currently sprays our building to prevent fleas and ticks. We wanted an unbiased opinion, and we asked them to come investigate. After an hour long investigation and "combing" of our facility, they told us in no uncertain terms that we did NOT have any tick or other infestation on our property. If they had reported differently, we certainly would have offered to pay for this client's stay and tick removal. Our facility is mainly solid flooring and we spray our yards daily. That, along with our quarterly pest control maintenance, and request that all dogs be on flea and tick medicine, prevents us from having this issue. In 5 years, we have never had a customer report their dog coming home with ticks . Yes, we do notice, on very rare occasions, dogs entering our building with a tick, and we immediately turn them away or take them to a vet for treatment when we see this. It has been over a year since this particular incident, but I vaguely remember discussing this with the owner, and she said that her dog never went anywhere but her back yard. I explained that in Florida in the hot summer months, a dog can get a tick from the back yard. I don't remember off hand if the owner confirmed that her dog was on tick prevention at the time, but if so, I am perplexed how the ticks survived. I don't remember the owner being this upset at the time---I certainly would have made all attempts to make her happy. I would welcome the opportunity if this client would like to give us a second chance. If so, please mention this situation to our manager and let her know that we are offering you a free 2 - night stay. Again, we are sorry that this occurred and we hope to see you again so you can have a great experience at The Wigglebutt Inn-- the experience that the majority of our customers have!"

"So glad that you had an excellent experience at The Wigglebutt Inn! And thank you for sharing that experience with others! We look forward to seeing you again."

"Thank you, [member name removed], for your nice review! We appreciate your business!"