Measuring the Customer’s Dog

74942912 - border of dogs arranged in order of heightWe thought it was a good time to remind you that the beginning of a good install job starts with the dog(s). Bill regularly reminds customer service that we always need to start with the dog. Many people start with the location instead of their pets, causing them and you frustration when the location does not allow adequate space.

Customer service recently had a call from a customer that had a Bernese Mountain dog that had been using a Tall Medium size pet door for years and now wanted to get a larger size. Yes, her dog was older and having issues and not making it through the pet door very easily anymore. But it had gone through it just fine for years. We all cringed and felt for the dog.

At the same time customer service is overjoyed when a customer calls and wants to order a more than large enough pet door for their dog, so they are comfortable going through it.

In starting with the dog, you need their width. This is the widest point on the dog, usually the shoulders. Add 1-2 inches for safety and clearance. If the dog does not like the tape measure, open a door just wide enough for the dog to go through. Again add 1-2 inches to the measurement.

Next, you will need their height. Measure the dog from the floor to their withers (top of the shoulders). If they won’t stand still for the tape measure, stand next to them and mark the height on your leg. Add 1-2 inches to this measurement also. Keep in mind if the customer has more than 1 dog, you may need to make accommodations for all with a taller pet door. This allows the pet door to be installed lower for the short guys, but the tall guys still have clearance height in the pet door.

If you have to install the pet door higher off the floor, due to a tall baseboard, etc., let the customer know that for their dog they may need a step/ramp to make it easier for their dogs to use. If the customer has never had a pet door, they probably haven’t thought about it and are grateful for the advice.

Remember, you have knowledge, experience and training that gives you a unique perspective. Use it to advise customers wisely. Remember also, you are their dog’s advocate.

To Your Success!

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