Get Real With Daycare Client About Her Out-of-Control 85-Pound Pup

JENNI STOOD BEHIND the daycare desk at her pet business, checking out long-time client Sarah and her German Shepherd Dog, Max. A problem had developed, and she hadn’t yet decided how to solve it.

Sarah had become a client 10 years ago with her dog at that time, a Labrador Retriever named Lucy. It hadn’t taken long before they felt like part of the family. They had come in almost every week, whether for daycare or to shop in the retail area. Sarah had chatted with the staff, asked thoughtful questions about wellness and bought Lucy anything she needed. Sarah was one of those customers who quietly helped a small business thrive.

About a year ago, after Lucy had passed, Sarah adopted Max as an 8-week-old puppy. He was a bundle of fluff with big paws and even bigger energy. Max was adorable, but as he grew, so had the challenges.

Max was now a powerful 85-pound adolescent. His behavior during daycare, once considered “puppy energy,” now involved constant barking and jumping on staff.

Max’s play with other dogs often escalated into roughhousing, keeping the team on high alert.

During daycare that day, Jenni’s staff again had to chase Max and separate him from a dog he had overwhelmed. Jenni had called a quick huddle with the team before Sarah’s arrival. “I know Max has been getting harder to manage,” she began.

“When I tried to guide him back inside earlier, he jumped on me so hard I nearly fell.” one staff member had said.

“We’ve tried everything,” another had added. “Time-outs, redirection, one-on-one play. But he’s become too much in group daycare.”

Jenni had nodded, torn. “We’ve mentioned training to Sarah a few times, but she brushes it off.”

“She’s a great client and nice to us,” one employee had added carefully, “but I’m honestly nervous when Max is here.” Jenni’s staff was stretched thin trying to accommodate him, and the tension was growing.

Standing across from Sarah during checkout, Jenni noticed a light bruise on the right side of her face. She gently asked about it, and Sarah gave a nervous laugh. “Oh, Max got the zoomies and jumped up on me. He’s just gets excited. I know he didn’t mean it.”

Jenni smiled but noticed her client’s tired eyes. “He really is a good boy, Sarah. But have you thought more about training? It might help take the pressure off of both of you.”

Sarah waved the comment away. “He’s just got energy. He’ll grow out of it.”
Jenni could feel the eyes of her team waiting to see how she’d handle the situation. She didn’t want to lose Sarah as a client, but she couldn’t keep risking the safety and experience of her staff and other daycare dogs either.

Katherine Ostiguy
CROSSBONES DOG ACADEMY, PROVIDENCE, RI

It’s important for management to advocate for staff safety as strongly as they advocate for animal safety. Being jumped on by a large dog is no joke, and even scratches or bruises from paws can legally classify a dog as “dangerous.” My advice is to be clear with Sarah about the impact of Max’s behavior on the staff and his playmates, and pause attendance until it resolves. I’d say, “Over time, Max has become increasingly rough with other daycare dogs. He’s ignoring signals that they don’t want to play that way and isn’t responding when we call or interrupt him. He’s also jumping on us, and we’re worried about falling. For everyone’s safety, we need Max to take a break from daycare until he consistently comes when called and greets people while keeping all paws on the floor.” I would couple this with referrals to trainers.

Elsa Tatom
MY PET GARDEN, PASADENA, CA

Training needs to be required. I get not wanting to lose the client, but Jenni losing the trust of her staff would be worse. We offer training to big puppies for jumping. Handling it is simple, but needs to be addressed individually before in a group. I’d walk Sarah out and say, “Max isn’t a bad dog. He’s a goofy puppy who doesn’t realize his size or strength. The things he does at home may be OK now, but as he grows it’ll become harder. In group play, our staff struggles to keep him, other dogs and themselves safe because of his behavior. I have a positive-reinforcement trainer who we can collaborate with, and Max can continue to come for structured play.” He also needs naps and enrichment.

Angela Pantalone
WAG CENTRAL, STRATFORD, CT

Jenni has the perfect segue into a conversation with Sarah once learning about the bruise, since her staff is also getting hurt. If Jenni does not offer training, she should recommend it again and offer to describe the behaviors to the trainer. The conversation could be a relief to Sarah, who is most likely experiencing issues with Max outside of daycare. This also would be an opportunity for Sarah to explore starting a structured daycare program with small groups to help working dogs like Max tire not only physically, but mentally. Other daycare dogs could benefit, too, not to mention the opportunity for additional revenue.

Eric Mack
PURRRFECT BARK, COLUMBUS, NC

I’d encourage the customer to set up private training at the daycare, with Max needing to graduate before he can come back in, as the liability is too high to have him there. Safety of staff and other dogs are top of my mind. I’d split the cost, or even cover the cost for the first three sessions, depending on how good of a client she is. Sadly, someone else’s lawyer isn’t gonna care how good of a customer she is.

Paul Lewis
THE GREEN K9, MOUNT DORA, FL

My response would be: “Sarah, We enjoy having Max at daycare and appreciate his energetic spirit. However, his behavior has presented some ongoing challenges for other dogs and our staff. We have tried different approaches to manage Max’s high energy and interactions, including increased one-on-one attention and adjusting his group playtime. Despite our efforts, Max continues to exhibit disruptive and, at times, aggressive behaviors toward his peers. This includes excessive barking, nipping and not respecting personal space, even after multiple redirections. While we understand that all dogs have unique personalities, we must maintain a harmonious environment for the safety and well-being of all attendees. We are suspending Max from daycare until he receives training. It is important to be transparent about these challenges and work together to find a solution. Please schedule a time to discuss this further and explore potential next steps. Sincerely, Paul.”

Gianna Lattimore
VERY IMPORTANT POOCH, MYRTLE BEACH, SC

Being a long-time client, hopefully Jenni can just be straight with Sarah about the safety concerns. Since Jenni already noticed the bruise and commented, it opens the door to make the conversation a little more serious. I would tell her that while Max may grow out of the behavior, he’s got a long way to go and will only get bigger and stronger. I’d probably tell a story (real or made up) about someone seriously injured by their large dog and say I don’t want that to happen to her. I’d make sure she understands the risks. If she doesn’t take it seriously, the next visit I would discuss specific trainers and give her contact info. I’d tell her that if he doesn’t receive training, he would not be welcome until he “grows out of it,” for everyone’s safety.

Lisa Simons
PETSUITES GREAT OAKS, ROUND ROCK, TX

I would tell Jenni: “We want to make sure Max grows up in the best way possible, and structured training is the best way to do that. A trainer will be able to evaluate his behaviors and assess his needs. Staff and I, with all of our experience, have all had problematic incidents handling Max. And so have you. We are concerned that if this behavior isn’t addressed, he is going to become a risk to others and himself. We’ve seen dogs grow out of this, but we’ve also seen dogs cause injuries before then, and we’ve also seen dogs who never grow out of it. It’s impossible to know with Max, but we can steer him in the right direction. I recommend [insert trainer] and can have them reach out.”

Jessica Cooke
YUPPY PUPPY PET SPA, O’FALLON, MO

This situation is a reality that we have dealt with over the years. Same great client, different dog. Luckily, the pet parent knows what good work and care we provide. In this case, we would have an open discussion. When the dog becomes a safety issue, it must be taken seriously. After the conversations and no clear changes with dog or mom, we would request a time for mom to talk away from the normal hustle and bustle of drop-off. Speaking from a place of professionalism and genuine concern, we would explain what needs to happen and why, and get mom on the same page, let her know that if not, we unfortunately would not be able to provide service. Creating a plan and goals is key. Group play may not be a good fit for Max, and we’d let her know that’s OK!

Shelly Nicastro
ESSEX BIRD & PET SUPPLY, ESSEX, MA

Sarah should tell Jenni that Max is a good dog, but really does need training. She should remind her that Sarah has mentioned several times that Max can get too rambunctious and that staff are having a hard time with him. If Jenni still refuses, then for the safety of the other dogs and staff, Max would not be allowed back. Sarah should emphasize that she understands how hard it can be handling a young, energetic dog, and that a trainer could give insights and techniques. She should tell Jenni that she values her as a friend and customer, only wants what is best for her and Max, and is looking forward to when he comes back after training. This can be done in a kind, compassionate way without blame.

Ramie Gulyas
FOLLOW YOUR NOSE PETS, EVANSTON IL

Pull the client to the side so you are not addressing this in front of other customers. Politely tell her that the puppy is showing the same boisterous energy in daycare and explain that you are trying to prevent anyone else from getting injured more seriously. Explain that you know the dog is not being aggressive, but that the behavior needs correcting, and offer either to schedule him for a training class during daycare hours or after hours with a qualified trainer/staff member. If you don’t offer training or partner with trainers, give her a list of the trainers you like and refer clients to regularly, perhaps someone who will come to her home and work with her one-on-one. It’s not cute puppy behavior when someone gets hurt. In the meantime, gently lead her dog to an alternative spot for pickup away from other clients and let her know why. Train your staff in how to manage the dog.