An Introduction to Pet PAWZitive

Mission statement:
“Leaders that put Pets 1st by providing Premium Service in a Pawzitive environment at
an Affordable Price“

Company Goals:
» Improve ourselves: through continued education and financial gain
» Improve our business: by providing a Pawzitive environment for growth
» Improve our client’s lives: by keeping pets as healthy as possible
» Improve our community: through education and outreach

I think everybody can see the value of having every single person in the organization pulling in
one direction for one a common goal. At times we may become off track and start pulling in a slightly
different direction from our teammates - toward a different goal. This can be demoralizing for
everybody including the person who is getting off track. It’s easy to sit and wonder why nobody else is
doing their part, why nobody is working as hard as you. Like most issues we deal with, communication
plays a very large role in fixing these issues!

What can you do when you start to see someone getting off track – Either becoming
unmotivated, negative, passive-aggressive, frustrated? Ask yourself the question behind the question.
Take a few moments to chat with them. We are all here for the greater good of the company and each
other – which boils down to one thing – A Happy Customer! There is an old saying, “Keep your clients
Happy and they will keep you happy” and it’s true! We do this through living our core values which
represent why Giselle and I started Pet-Pawzitive. Please take a moment to read through our Core
Values and see that Pet Pawzitive is a good fit for you!

Core Values of Pet Pawzitive!

Always Do the Right Thing!

ALWAYS! Even if it means working late, or incurring extra cost to the company, or admitting you
made a mistake. There is a tremendous amount of satisfaction that comes along with knowing
you did the right thing, even if it isn’t always the easiest option!
Do What You Say!

If you can’t trust someone’s word what good are they? Imagine how much easier everything
would be if everyone just did what they said they would! Remember, you can’t control anyone
but yourself, so lead by example and do what you say. There are certain times when some
things truly are out of our control and we can’t deliver 100% on what we committed to, but in
those rare situations it is our responsibility to communicate that reality openly and honestly and
come to a resolution that is agreeable to all.

Think Win-Win!

We are presented with problems every day. It is our job as exceptional human beings to come
to a resolution that allows all parties to be happy. We are Client-Centered in that we always
want to make our clients happy. But if a client is putting us in a losing position we must openly
and honestly communicate with the client and the rest of our team to come to a Win/Win
solution. Let’s say your supervisor asks you to stay late but you have plans to go to dinner with
your significant other, you have a couple options:

-You can say no and leave the supervisor to tell the client we won’t be able to meet their
desires or find other businesses that can…which is a Win/Lose.

-You can say yes and make your boss happy, but miss you dinner date, create tension in
your relationship and tell your partner how much of a jerk your boss is…which is a
Lose/Win

-You can start a discussion with your boss and figure out a solution that works for
everyone. Maybe that is working late today but getting off early tomorrow. Maybe you
get off on time today but come in early tomorrow…which is a Win/Win

Always look for Win/Win situations by communicating honestly. And as a reminder anything
that is not a Win/Win ultimately ends in a Lose/Lose!

Focus on Growth!

Giselle and I are invested in the personal and professional growth of everyone here! We not
only want everyone here to be the best at their job but we also want you to be happy…Truly
Happy! We want you to feel satisfaction in knowing that you are doing the right thing and are
advancing in the direction you have decide is empowering to your vision of yourself! It’s relaxing
and fulfilling! You can learn new stuff every day, all day! Keep your eyes and your mind open
and continually try to better yourself and the company for the good of everyone around you!
Can you learn a new skill, material, technique? Maybe growing just means listening more and
talking less! Identify areas that you want to expand and keep moving in that direction!
Keep the end in Mind!

This is true in personal and business matters. Take a step back and decide where you want to go,
this will give you your bearing. Ensure that as many steps as possible are in the direction of your
goal and keep that goal in mind throughout the process. And if you ever start to get discouraged
remember where you are going and why you are going there!

Seven Habits to Create Core Culture

1.) Be Proactive!
-You are in charge of your life! There is a difference in being reactionary and thinking
ahead to avoid having to react to problems, that difference is called being Proactive.
Being Proactive means you plan ahead to avoid potential problems instead of
procrastinating and having to react to a problem that could have been avoided. This
means adding training and skills as well as practicing initiative (doing something without
needing to be told). Get into the habit of being PROACTIVE!

2.) Begin with the End in Mind!

-Know where you want to go! Part of being proactive is knowing the direction you are
headed. Being able to say “no” to things that take you off course is a proactive habit.
Before you start a project or even coming to work remember why you are doing what
you do, what your purpose is and where you want to go.

3.) Put First things first!

-Work First play later. This habit is essential to success. We all want to enjoy ourselves at
work however, we all have a job to do. It is essential to productivity and meeting our
customers’ needs to make sure we are putting 1 st things 1st. This also means
understanding priorities. We measure priorities based on the “Action Priority Matrix”
(See Attached)

4.) Think Win-Win!

-As discussed above let’s find ways that all involved are happy with the arraignments. So
what are the habits we can develop to make “Win/Win” a reality? Honest
communication and negotiation techniques. Be honest about what you want and be
willing to give something to get something!

5.) Seek first to understand then to be understood!

-Listen before you speak! I cannot stress this habit enough! The opposite of this habit is
Assumption - Acting or Thinking before understanding. The habit here is listening. Be
sure to incorporate this habit to prevent misunderstanding and inefficiency!
6.) Synergize!
-Teamwork makes the dream work! We are a team and as such we need to all be pulling
and pushing in the same direction. While there is a chain-of-command we also
understand each team member has unique skills and valuable contributions to offer.
How we can do that is to develop the habits of teamwork, honest communication,
understanding personal strengths and practicing “Win/Win” principles!

7.) Sharpen the Blade!

-This is the Habit that ties ALL the other habits together. There is an old story that tells
of a great lumber jack who was able to chop down 500 trees an hour…well after a week
he was only chopping 5 trees an hour…his productivity dropped 99%. The harder he
swung his ax the fewer trees he was able to fell. At the dinner table he sat next to an old
lumberjack and told him about his problem. After hearing the young lumberjacks
problem the old man looked at the young man and asked “When is the last time you
took time to sharpen your ax?” The young man replied “I’ve been so busy trying to chop
down trees that I haven’t taken the time to sharpen my ax.” The next day after
sharpening his blade the young lumberjack fell 600 trees! The moral of the story is this:
You must take time to sharpen your skills and to maintain your balance if you ever
wish to reach your true potential.