By Bethany Overton

After years of working in the butcher business - an industry that proved to be arduous and brought little rewards, monetary or otherwise, Glenn Elin is happy to be making his own way in a different type of business.   Working with his wife Colleen, Glenn enjoys the emotional rewards that come from working with people and their pets.  He has embraced the current attitude towards pets as members of the family and is striving for excellence in customer service by providing forever evolving services in his pet care business.

"I love the animals - especially dogs, they are always happy to see you," Glenn says. "I am so happy doing what I currently do, and I cannot see myself doing anything else."

Glenn's business, Animal World Pet Resorts, is a growing company located in Brisbane, Australia, comprised of two separate boarding facilities owned by him and his wife. After running his own butcher shop, Glenn is happy to be in a very different field now and hopeful for a future full of more success.  Animal World offers a variety of unique services including boarding of small animals such as birds and guinea pigs, as well as pick-up/delivery service to and from the owner's home, office, or the airport.

After struggling in school, Glenn dropped out prior to completing his 10^th year and became a butcher.  He learned every aspect of the industry that he could and at the age of 25, opened his own butcher shop in Sydney.  He later moved to Sydney where he struggled in the retail butchering business, working long, hard hours for little gain.  Realizing that he was in need of a change, Glenn began researching alternative businesses.   The business he had in mind would be one where he could own the property, have little or no in-store stock (particularly perishable goods with low margins), and would employ only low-skilled laborers.   A friend's suggestion of a boarding kennel met all of Glenn's requirements, and he decided to take the risk in 2001, selling the family home in order to purchase what he described as "a tired old kennel business ripe for a makeover."   The facility had begun in the early 70s and was in need of work. Though money was tight in the beginning, the Elins went to work fixing the buildings and property. 

                "We first started at the front gate and worked our way through to the back fence," says Glenn.   They got rid of the junk that had accumulated, "splashed" some paint around, and bought bright, new professionally made signs with smart uniforms to match.  They added grass and fenced exercise yards leading directly off the kennels so that the dogs could run around and enjoy themselves. 

Throughout these improvements and into the beginnings of the business, Glenn maintained his butcher shop and partnership in a supermarket as a source of income.  Then in 2005, they were relieved to come to the end of their lease on the butcher shop and relinquished all aspects of the business to focus on growing Animal World Pet Motel.

"With the benefit of hindsight," Glenn says, "I should have done it sooner as having the butcher shop hindered our growth at AWPM."  But after eight years, their pet care business is booming, and they are enjoying the benefits of what Glenn learned in business as a butcher.

The Elins have continued improving their original facility and expanded their company with the recent purchase of a second location in Park Ridge.  Though the Park Ridge facility was purchased in better condition, they have made their own changes and improvements.   Glenn is keenly aware of the value of the boarding facilities and is hopeful for even more growth.  "There is a strong demand for what we are doing, and I have already hinted to my darling wife that I plan to purchase more, just as soon as we get Park Ridge operating as planned," says Glenn.

The original Animal World is located on 10 acres in an area called Cornubia.  Upon entering the property, the first building you see is a converted old Queenslander house that they have refurbished into a reception area and four luxury suites, a great source of pride for Glenn and Colleen.  Each suite has its own fun theme - Princess, Jungle, Ocean, and Country Suite - and are furnished with beds, curtains, HD LCD TVs, DVD players, air conditioning, and ceiling fans.  One of the suites goes a step further and has a decorative chandelier, because, as Glenn says, "You can't claim to be luxury without a chandelier."

The main kennel building is divided into two main wings separating the dogs into a "Puppies & Seniors" group and a "Teenage & Adult Dogs" group.  This allows the dogs to be separated by energy level to create a more comfortable environment suited to each dog's individual needs.  Each wing has 24 large indoor/outdoor kennels and runs that are 1.2m x 8m (3.94" x 26.25"). The runs open up to four grassed, fenced play areas outside used for group play sessions.  Three smaller "special care" kennels along with a group of six kennels called the "Departure Lounge" are used as holding areas during movement of dogs or for overflow during peak periods and holidays.   There are also 18 small enclosures used for smaller or nervous dogs that are more comfortable and secure in a quiet, smaller space.   Centrally located in this building is the "Canine Carvery" where feeding materials are kept. 

Cats are boarded in a separate building - called The Feline Inn - behind the kennel buildings.  The Inn contains 40 individual enclosures capable of opening up and connecting for multi-cat families.  There are also six temporary holding enclosures (Departure Lounge) and two indoor play areas for the cats to stretch their legs and play on a rotating basis.

The Elin's second facility is in Park Ridge, Brisbane, about 30 minutes away from the original Animal World.  The building was previously used as a breeder's facility and operated for 30 years.  It is slightly larger at 11.3 acres and is conveniently located near a growing urban development full of potential clients.  It offers the same services as Animal World Pet Hotel in Cornubia.

The Elins prefer not to use harsh chemicals at either of their facilities.  They are fans of an Australian product called "Super Germ Eliminator" which they use as a disinfectant and have found very effective in controlling diseases such as canine cough.   They reuse waste water from the facility by pumping it onto grassed land on the property to water and fertilize the grass where their personal horses and miniature donkeys are kept.

Dogs must be at least five months old to board at Animal World, and it is preferred that all pets are spayed or neutered; unaltered animals are sometimes allowed for an additional fee. This preference is due to an emphasis on safety and a high focus on interactive play for the dogs.  All basic immunizations are required; in Australia this includes an annual complete C5 (Distemper/Hepatits/ Parvo/Parainfluenza/Bordatella) vaccine and year-round tick protection, as paralysis ticks are a serious, potentially deadly problem in the Queensland tropics.   Cats are required to have a minimum of F3 vaccines (Herpes virus, Feline Calicivirus and Feline Panleukopaenia).

The majority of the animals are fed Royal Canin Energy 4800 for dogs and Royal Canin Sensible 33 dry food for cats.  Owners may supply their own food for special diets or medical needs, but Animal World prefers not to feed canned foods if possible.

All dogs are let out for group exercise twice a day; therefore, only socialized dogs are permitted in the facility.  Dogs are evaluated and separated into the following groups:  Puppies, Seniors, and Teenage & Adults.  Short individual, leashed walks around the 10 acre property can also be purchased.

A basic grooming exit-bath service is offered for dogs heading home.  Animal World offers a hydrobath and blow dry in house but refer any additional grooming services to a specialized facility.  In general, Glenn prefers to focus on boarding services and does not carry many retail items with the exception of tick collars, which are available at check-in.

Glenn works closely with his wife, Colleen, in the running of their business, which can sometimes be difficult. "Spending night and day together can get tough," says Glenn but he recognizes the important role she plays.  "At the end of the day I have a wonderful wife that supports me in my passion and drive, and pretty much lets me do as I please," emphasizes Glenn.  "I do love her dearly and don't tell her often enough."  

Glenn overseas all Animal World Pet Resorts operations while Colleen manages the Cornubia location. The rest of his staff consists of two full-time employees and four part-time employees.  Glenn stresses that he makes an effort to stay in touch with former employees to hire them back for peak periods.  "I never let them totally leave," he says.  They also employ a live-in manager for the new Park Ridge location.

"We hire on attitude and teach skills," Glenn explains further.  "I do not need a highly skilled labor force or experienced people, as the skills we require can be taught if they have the right attitude." Training begins with reading a procedure manual prior to hands-on training.  Glenn also makes sure to include all the employees in the hiring process.  According to Glenn, "Everyone in the organization gets one vote on whether we employ new candidates or keep looking."

In a business where employee turnover can be a common problem, Glenn has retained a loyal, dedicated staff.  Animal World Pet Motel has pay rates that are competitive with the industry, and Glenn makes a genuine effort to respect and value each employee.  "We aim to keep them (the staff) by giving them ownership and making them feel valued and special, and by involving them in the decision making process," Glenn says.  He also shows his appreciation for his employees through Christmas bonuses, an occasional dinner or movie, and by having an open-door policy.  "They are invited to come and talk about anything that's bothering them either at work or at home, and they know to ask me for help when they need it."

Animal World Pet Resorts sets itself apart through its attention to detail in the services it provides and Glenn's continual pursuit of knowledge of the industry.  "We are continually making progress in everything that we do, by persistently searching and finding new and better ways to care for not only pets, but customers too," says Glenn.  This dedication to constant improvement is evident in Glenn's involvement in organizations including the Pet Care Services Association, which has allowed him to continually gain new insights into the industry. "My aim is not only to learn and improve our facility but share and help others to improve and unite our industry," Glenn explains.  "I have personally visited 88 facilities in Australia and the US, and I can name every one of them!"  

Glenn is also an active member of the Association of Pet Boarding and Grooming, the Pet Industry Association of Australia, and their local Chamber of Commerce in Australia.  He hopes to both gain information and share his insight with others.  "What I have learned I now share, which helps me even more as I learn and understand this knowledge better when I use it to help others."