Nauset Kennels

Over the course of the summer, we had quite the learning curve being in the new building. You see, while we had spent years (yes, years) researching and learning, and then what seemed like years securing the financing, working with the architect and then finally building the building, until we actually moved in, we never realized how much our business model would change just from moving into a new building. And while I would love to say that we had the foresight to plan for such change, we didn’t. Retrospect is a wonderful thing, isn’t it?

So, over the course of moving and settling in, we adjusted our business. Boy, did we hit the ground running! Some of the changes we were more than happy to make. The new building gave us an opportunity to correct and alter in a way that the old building couldn’t.  There were those necessary changes that weren’t  in our original plan, but were a must. Part of doing business though, and we know  that we were able to improve upon an already solid product or service. And we were just thrilled to have an opportunity to take our business to a new level. All should be good, right?

Well, some of our two-legged customers are still adjusting to these changes. Since the early 1970’s we have basically run the day-to-day affairs as it related to the animals the same as always. Sure, we tweaked some things here and there, but for the most part, it was reliable. Now we’ve gone  and changed what so many knew and expected.

I understand their frustration. Whenever I go to a favorite restaurant and find changes to a menu, I cringe, hoping I can find something similar to replace an old favorite. If I venture into a store and can’t find something they’ve always carried, it frustrates me. At the health club, my kids’ school, the doctor’s office, everywhere I go there is change. Honestly, I don’t always deal with such changes well, and often wonder what they’re thinking. I’ve even been heard to say, “I can’t be the only one who thinks this change is stupid!” Trust me, if you are frustrated, I get it.

More often than not, I end up eating those words and seeing the change as positive and usually necessary. Change in all aspects of our lives can be hard, but for businesses, it is inevitable and necessary to maintain a vital, thriving business. Yes, it is difficult to balance change with consistency. The consistency is found in the end product though. Is the customer  (both two and four legged) leaving happy? Are we providing the absolute best service? Would we be happy as a customer here, even with the changes?

The answer to those questions is a resounding yes. We feel confident that our changes have helped us to up our already high level of care and provide more amenities and services. While we know that we will always look for ways to improve, and yes, change, we hope that all of you know that your pets are still the most important part of our day. And that will never change.

We finally took the plunge this past weekend. After many years (yes, years), of debate we decided to go for it started up the credit card processing machine and stuck the Visa/Mastercard sticker in our window.

Many of our customers will be surprised. Some, who are also fellow small business owners currently not accepting credit cards, often complimented our decision to remain free of credit cards. It was as if we were part of this small brotherhood of non-compliant business owners waging our own little battle against credit cards. Battle on my former brothers and sisters! I will keep you posted and let you know if you should wave the white flag with us.

Many of our customers will be thankful. Lots of us no longer carry our checkbooks with us; quite a few have resorted to carrying one or two worn at the fold checks in our wallets for those infrequent times we are informed, “Cash or check only.”

Our employees seem excited with the prospect of being able to swipe that card through and to be able to do away with the conversation about why we don’t take credit cards and yes, there is a bank just down the street and sure, we will wait for you to return. Sometimes the conversation would go like this:

Customer – You don’t take credit cards? Well, I don’t have my checkbook and we didn’t leave enough cash.

Employee -  There is a bank and a cash machine just down the street.

Customer – My bank only lets me take out a certain amount of money at a time. I can’t cover the bill today.

Employee – Well, umm.. 

(I mean, come on, what are we supposed to say here? We will hold your dog until you come up with the money?! No! So what we usually end up saying is this)  

Well. I suppose we can bill you and you can send us a check when you get home.

And that line is  what finally pushed us into accepting credit cards. Too many people were not sending in those checks once they returned home. (There are lots of you who dropped off the check or put it in the mail that same day – much appreciated!). I would like to say it is a sign of the times; however, we have been to the post office too many times over the last few years to mail the certified letter containing the bill that never got paid.

So while I continue to rail against credit cards and how people have trouble managing their money with credit cards and not understanding why we as businesses don’t stand up to the system and tell them where they can put their transaction fees, I do finally raise the white flag, reluctantly.

Please share your thoughts with me on this.