Pet Grooming and Boarding, Kennels, Catteries Industry Terminology

Add-on Services

Optional extras sold alongside core grooming or boarding (e.g., teeth brushing, nail dremel, de-shedding, anal gland expression, report cards). Used to personalize care and lift average ticket.

Add teeth brushing as an add-on for $10; Our spa add-on includes blueberry facial and paw balm; Add-on sales raised average ticket by $12 last month.

Anal Gland Expression

Manual expression of a dog’s anal sacs to relieve impaction, odor, or discomfort. Groomers typically perform external expression; internal expression may be limited to veterinary professionals per local law.

We offer external gland expression with a bath; Scooting may indicate glands need expression; Check state rules before allowing staff to express glands.

Animal Welfare Act (AWA)

U.S. federal law setting minimum standards for the care and treatment of certain animals in facilities such as research, transport, and exhibition; many kennels are primarily regulated by state/local laws, but AWA principles inform best practices.

Our housing dimensions meet AWA-inspired guidelines; Inspectors reviewed our records for compliance; Staff are trained on AWA and local kennel regulations.

Average Daily Rate (ADR)

Average boarding revenue per occupied kennel-day. Calculated as total boarding revenue divided by occupied kennel-days; used with occupancy to gauge pricing performance.

Peak season ADR rose to $52; Suite upgrades increased ADR by 8%; Track ADR and occupancy to optimize holiday pricing.

Bath and Brush (B&B)

A basic grooming package including bath, blow-dry, brush-out, nail trim, and ear cleaning, typically without a haircut.

The B&B keeps double-coated breeds tidy between full grooms; Upgrade a B&B with de-shedding; B&B slots fill fastest on weekends.

Bather-Brusher

Entry-level grooming role focused on bathing, drying, brushing, and prep work so stylists can focus on haircuts.

Hiring a bather-brusher freed our lead groomer’s schedule; The bather preps mats before the groom; We promoted a bather to apprentice groomer.

Boarding Agreement

Contract outlining services, rates, vaccination requirements, emergency medical authorization, feeding/meds instructions, and liability terms.

Please sign the boarding agreement before check-in; The agreement explains our late pickup fees; Our attorney updated the agreement to include photo consent.

Body Condition Score (BCS)

A standardized scale (often 1–9) assessing a pet’s body fat and condition used during intake and reporting.

We recorded a BCS of 7/9 at check-in; BCS helps us set food portions; Note changes in BCS on longer stays.

Bordetella Vaccine

A commonly required vaccine against Bordetella bronchiseptica, a component of kennel cough; often given intranasal, oral, or injectable.

Bordetella is required within the last 6–12 months; We logged the client’s Bordetella certificate; The vet recommended Bordetella before daycare.

Breed Standard Groom

A grooming pattern that follows the official breed standard look (e.g., Schnauzer pattern, Poodle continental or lamb trim).

Owner requested a breed-standard Schnauzer pattern; We advised a pet trim instead of a show clip; The student practiced a Westie breed pattern.

Cage-Free Boarding

Boarding model emphasizing group play and open sleeping arrangements or suites instead of traditional cages, with strict screening and supervision.

Our cage-free option includes nap breaks; Not all dogs thrive in cage-free settings; Cage-free weekends require an evaluation first.

Care, Custody and Control (CCC) Insurance

Coverage protecting the business for injury, loss, or damage to clients’ animals while in its care; often an add-on to general liability.

CCC covered the vet bill after an injury; Verify your CCC limits during renewal; Many landlords require proof of CCC insurance.

Cat Condo

Multi-level feline enclosure designed to maximize vertical space, separation of litter/food areas, and stress reduction; often features portals and hideaways.

Our cat condos have separate litter compartments; We use Feliway near the condos; Book an upgraded window-view condo.

CIRDC (Canine Infectious Respiratory Disease Complex)

An umbrella term for contagious respiratory illnesses (kennel cough) caused by agents like Bordetella, parainfluenza, and canine influenza.

We posted a notice about local CIRDC cases; Our vaccine policy helps reduce CIRDC risk; Isolate coughing dogs per protocol.

Clipper Blade Numbers

Numbering system indicating cut length (e.g., #10, #7F, #5). F denotes finish; skip-tooth and specialty blades affect texture and safety.

We used a #7F on the body and #10 for sanitary; Avoid skin with a #10 on thin coats; Card the coat before a #5 for smoother finish.

CRM (Customer Relationship Management)

System for managing client data, bookings, reminders, marketing, and service history across grooming and boarding.

Our CRM sends vaccine reminders; Segment cat owners for targeted promos; Track LTV and rebooking rates in the CRM.

Daycare Evaluation

Behavioral assessment to determine if a dog is safe and appropriate for group play, including play style, arousal thresholds, and recalls.

Max passed his daycare evaluation; We observed resource guarding during eval; Schedule a re-evaluation after a long absence.

Dematting

Removing mats with tools and techniques; policies often limit dematting time for welfare, with humane shave-down when needed.

Our dematting cap is 20 minutes; Severe mats require a comfort shave; We explained dematting fees before starting.

Deshedding

Process of removing loose undercoat using tools and products, reducing shedding in the home environment.

Upgrade to a deshedding package for double coats; The rake and HV dryer speed deshedding; Rebook deshedding every 6–8 weeks.

Distemper Combo (DHPP) Vaccine

Core canine vaccine covering distemper, adenovirus/hepatitis, parvovirus, and parainfluenza; commonly required for daycare/boarding.

DHPP within 1–3 years is required; We verified the DHPP date in the portal; Puppies must complete DHPP series before daycare.

Dynamic Pricing

Adjusting rates based on demand, seasonality, suite type, and lead time, similar to hotel yield management.

Holiday boarding uses dynamic pricing; Weekend rates are higher for suites; We increased rates as occupancy hit 90%.

Ear Plucking

Removal of hair from the ear canal in certain breeds; practice is debated due to irritation risk; follow vet guidance and owner consent.

We do minimal ear plucking unless vet-directed; Noted redness, so we skipped plucking; Ear powder helps grip when plucking.

Employee-to-Dog Ratio

Number of dogs per staff member during group play; key safety and quality metric (e.g., 1:10).

We staff 1:8 for large-dog play; Increase staff when ratios exceed 1:12; Ratios adjust for weather and arousal levels.

Enrichment

Structured mental and physical activities to reduce stress and improve welfare (puzzle feeders, scent work, training games).

Add a 15-minute enrichment session; Cats get scent enrichment and playtime; Enrichment upgrades boosted reviews.

EPA-Registered Disinfectant (Contact Time)

Disinfectant approved by the EPA with specified dilution and wet contact time to inactivate pathogens; examples include accelerated hydrogen peroxide.

Maintain 5-minute contact time per label; Mix fresh solution daily; Use separate tools for isolation rooms.

Fear Free Handling

Low-stress techniques and environment design to reduce fear, anxiety, and stress during grooming and boarding.

We offered treats and breaks per Fear Free; Staff earned Fear Free certification; We scheduled a split groom to lower stress.

Feline Pheromones (Feliway)

Synthetic pheromone products that help reduce feline stress and marking; used as diffusers or sprays near condos and exam areas.

Spray carriers with Feliway before intake; Diffusers run in the cat room; We noted calmer behavior after using pheromones.

Flea and Tick Protocol

Standard procedures for prevention, screening at intake, treatment of infestations, and sanitation steps to prevent spread.

We check for fleas at check-in; Infested pets get a Capstar and isolation; Update records once a monthly preventive is started.

Force Dryer/High-Velocity Dryer (HV)

Powerful dryer that blasts water from the coat, speeding drying and aiding deshedding; requires eye and ear protection protocols.

Use Happy Hoodies with HV dryers; Avoid HV on elderly or anxious pets; The HV dryer cut dry time in half.

Giardia

Intestinal protozoal parasite causing diarrhea; highly transmissible in moist environments; strict sanitation and isolation required.

Positive Giardia requires a clean-and-dry protocol; No group play until cleared; Disinfect with correct contact time.

Grooming Package

A priced bundle of services (e.g., bath, haircut, nails, teeth, spa add-ons) designed to simplify choices and boost value.

Our Silver and Gold packages drive upsells; Add teeth brushing to any package; Package sales increased average ticket.

Gross Margin

Percentage of revenue remaining after direct costs (labor, shampoo, supplies) for a service line; key profitability metric.

Deshedding has a 62% gross margin; Improve margin by reducing product waste; Track margin by groomer and service type.

Hand Stripping

Technique of removing dead wire coat by hand or with a stripping knife to maintain texture and color in terrier and wire-coated breeds.

This breed needs hand stripping, not clipping; Book a maintenance strip every 4–6 weeks; We used pumice for fine details.

Heat Cycle (Estrus) Policy

Rules regarding intact females in heat; many facilities restrict daycare/boarding due to behavior and safety concerns.

We pause daycare during heat cycles; Add a note for predicted estrus dates; Intact females stay in private suites.

Hot Spot (Acute Moist Dermatitis)

Localized inflamed skin lesion that can worsen quickly; groomers should stop, report, and recommend veterinary care.

We found a hot spot under the collar; Documented and notified the owner; Avoided clipping into inflamed skin.

ICMG (International Certified Master Groomer)

Advanced professional grooming certification indicating mastery across practical and written exams.

Our lead groomer holds ICMG; Market certifications on your website; Studying ICMG improved our breed trims.

Intake Exam and Check-In

Structured arrival process: identity verification, health/behavior check, belongings, feeding/med schedule, and consent forms.

We logged a mild limp during intake; Photos documented belongings; Intake notes sync to the pet’s profile.

Isolation/Quarantine Protocol

Procedures to separate new, sick, or exposed animals, using dedicated equipment, PPE, airflow, and strict sanitation.

Coughing dogs move to isolation; Staff wear gowns and gloves; Clean isolation last to prevent cross-contamination.

Kennel Capacity and Occupancy Rate

Capacity is the number of sellable spaces; occupancy is occupied spaces divided by available spaces over time.

We ran 92% occupancy over the holiday; Convert runs to suites to lift effective capacity; High occupancy triggers peak pricing.

Kennel Management Software (KMS)

Platform for reservations, client records, vaccines, POS, staffing, and reporting (e.g., Gingr, PawLoyalty, KennelBooker).

KMS sends automated reminders; Staff clock in through the KMS; Pull occupancy and ADR reports from KMS.

Late Pickup Fee

Charge applied when clients collect pets after designated hours to cover staffing and operational costs.

Late pickups incur $10 per 15 minutes; The policy is in the boarding agreement; We offer a grace period of 10 minutes.

Leptospirosis Vaccine

Vaccine protecting against Leptospira bacteria; increasingly required in many regions due to risk from wildlife and water.

Lepto is required for outdoor play; Confirmed Lepto dates in the portal; Vet recommended Lepto before camping trips.

Low-Stress Handling (LSH)

Handling approach minimizing restraint and anxiety through technique, environment, and training; overlaps with Fear Free.

Use towel wraps instead of scruffing cats; Reward calm behavior during nails; Schedule quieter times for nervous pets.

Matting

Tight tangles that trap moisture and pull skin; can cause pain, sores, and grooming injury risk; often requires humane shave-down.

Severe matting means a comfort cut; Our dematting policy caps time for welfare; Educate owners on brushing between grooms.

Medication Log (Med Log)

Record of medications and supplements administered, including dose, route, time, and staff initials; critical for safety and audits.

Two-person verification for insulin; Log Rimadyl dose at 8 AM; Med logs are reviewed at shift change.

Meet-and-Greet (Trial Day)

Short introductory visit to assess behavior, stress, and fit for daycare or boarding before a longer stay.

Schedule a 2-hour meet-and-greet; We observed polite play in small-dog group; Trial days reduced returns and incidents.

Nail Quick and Dremel Finish

The quick is the vascular core of the nail; trimming too short causes bleeding. Dremeling smooths edges and can shorten gradually.

We dremeled to avoid hitting the quick; Applied styptic when the quick was nicked; Regular trims recede the quick over time.

Net Promoter Score (NPS)

Customer loyalty metric from 0–10 surveys; %Promoters minus %Detractors; predicts referrals and retention.

Our NPS improved to 78; Text a 1-question NPS survey post-visit; Close the loop with Detractors within 24 hours.

No-Show Policy

Terms outlining fees or deposits charged when clients miss appointments without adequate notice; protects staff utilization.

No-shows forfeit the deposit; 24-hour notice avoids fees; Automated reminders reduced no-shows by 35%.

Rabies Certificate and Vaccine

Proof of current rabies vaccination, typically legally required for boarding and grooming; certificates are uploaded to the client profile.

We require a valid rabies certificate at check-in; The KMS flagged an expired rabies date; Puppies must be of legal age and vaccinated before grooming.