here are two wolves inside of me. One is the optimist and the other is the realist. The optimist assumes life is but a bowl of sunshine, while the realist accounts for thunderstorms. And it’s all good to think that nothing wrong will ever happen to you, but it can be overwhelming to face challenges when you have not prepared for them. The optimist hopes I never have to use my planning; the realist is glad I have it.

Why is it overwhelming to react to a situation you have not prepared for? The keyword here is “react.” When you don’t have a plan, you can only react to the circumstances because your body is dumping endorphins such as adrenaline in your body. Adrenaline is responsible for fight, flight or freeze—there is no thinking; only reacting. However, taking a deep breath to force oxygen back up to your brain and getting the “If This Happens, Do That” checklist to follow will take thinking out of the equation.

After a problem occurs is not the time to find out what your insurance covers and, more importantly, what it doesn’t cover. Schedule a meeting with your Insurance Specialist at your insurance company—not your insurance agent—to review your policy in detail.

Your policy is only in effect as it appears on the insurance company’s end. Don’t make assumptions. It’s also important that your insurance company knows if you are changing your business structure, such as going from an LLC to a C corporation; otherwise, you don’t have insurance coverage.

Keep well-stocked first aid kits in multiple locations around the facility. If you service species other than dogs, you should have separate kits for each. For example, cats lack many of the enzymes that people and dogs have, which prevents them from metabolizing certain things that are dog- or people-safe, such as certain wound rinses and antibiotic ointments. Saline solution makes an excellent wound rinse and is safe for all animals. As a precaution, use the single-ingredient antibiotic cream on cats instead of the triple.

Take a hands-on human and pet first aid class at least every two years. Hands-on programs create muscle memory in the body. You are more likely to remember those skills when faced with an emergency because your body remembers the motions.

Your business needs written and practiced emergency and disaster plans that include checklists for what to do in the event of a shelter-in-place or evacuation. Additionally, you’ll need supplies for both instances and client waivers regarding the care of their pets during such an event.

Waivers and terms of service set boundaries. Client paperwork should include rates and policies for no-shows, right of refusal, drop-offs, pick-ups, etc. Waivers should be legal and enforceable in your state. A local business attorney can help you develop forms that meets your state’s criteria.

Cameras will protect the business. Cameras should be everywhere and, most importantly, you need to know how your system records, where the footage is stored and for how long it is stored.

Check-ins should be thorough and you have to make the time to do them. The alternative can devastate your business if you take a pet you should not have. Here are some things to look for:

• Watch them walk. Do they appear to be favoring a limb that may be painful? (Bite risk)
• Walk in front of them. Are they tracking you or do they appear lethargic? (Sick, possibly contagious, or drugged pet)
• Discharge from the nose. (Highly contagious respiratory illness)
• Run your hands up the body, watching for subtle changes in body language. They may indicate a pain response. (Bite risk)
• Look for matting. (Possible open wounds or irritations underneath)
• Discharge from ears. (Infection)
• Gum color. Anything other than pink or normal mottled gums should be sent home. (Pale gums indicate poor blood flow; possible heart condition. Yellow gums are a jaundiced pet; liver failure. Blue gums are poor blood flow or trachea issues. Red gums indicate heat stroke.)

The most crucial part of check-in is knowing when to say “no.” You should say no to a pet that is a bite risk or has a medical concern that you don’t want to exacerbate, or a client that is not respecting the boundaries of your business by trying to dictate what you will do. A thorough check-in also opens up the lines of communication between yourself and owners.

My personal philosophy of assuming the best (optimist) but preparing for the worst (realist) allows me to stay strong and take on any challenge that comes my way in my business.