041- Up Dog LA
On today’s episode, Darcey Kearney, owner of Up Dog LA, joins us to share how her business has been impacted by the stay-at-home orders in California. From how her business was prepared, to how she’s managed her team and clients through the chaos, she talks openly and candidly. She stresses the importance of having a diverse business and a reserve and savings in place.
Topics for this episode:
How Covid-19 has impacted her business
If she thinks her business was prepared for something like this
How she handled the lockdowns as a business
How she dealt with her team and provided for them
How she expects business to be different after this
Main take-away? Diversify your business and build a reserve.
About our guest:
Darcey Kearney is the passionate founder of Up Dog LA LLC, a small, compassionate dog care and training provider in Hollywood. She prides herself in her unique ability to help dogs who have experienced physical and emotional trauma which has resulted in unfortunate behavioral issues. Darcey’s 7 years of hands on training, accompanied by her accreditation from Certification Council for Professional Dog Trainers, has put her in the perfect position to help and care for these dogs and their humans in need.
Darcey's deep connection with animals blossomed at the age of 8 when she began competing in equestrian events in her home state of Idaho. The dark side of competitive showing led her to the professional rehabilitation of abused show horses when she was just 16, and she became known around town for her nurturing way with these sensitive beings.
While dogs (and cats and rabbits, and rats, and fish) were always in the picture, Darcey also had a dynamic 23 year career as a professional DJ and music producer. She left this behind when she moved from San Francisco to LA a few years ago to pursue a career in video editing. Just to make ends meet she was caring for dogs, and before long she had so many four-legged clients that she didn't have time to find that “dream job”. Never mind. She had found her calling, and it was working with humankind's best friend.
In her spare time, this bottomless well of creativity and stamina can be found throwing down in her kitchen, tending to her exotic succulents, capturing brilliant photo's of dogs for her coffee table book in the works and of course, training dogs for television cameo appearances.
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A VERY ROUGH TRANSCRIPT OF THE EPISODE
Provided by otter.ai
SUMMARY KEYWORDS
dog, business, clients, staff, people, leash, grateful, walking, week, touch, lockdown, little bit, darcy, savings, working, shutting, pay, blowback, walkers, couple
SPEAKERS
Collin, Darcey
00:17
I'm Collin and I'm Meghan. And this is pet sitter confessional, an open and honest discussion about life as a pet sitter.
Collin 00:27
Welcome back to another episode everybody. As of this recording, it is the seventh and so some things may change between now and whenever you're listening to this but we are so happy to have Darcy on with us from up dog LA. She brought her on to talk about how being in California and the lockdowns and everything from COVID-19 has affected her and her business and some things that she's doing to get through it and looking for a light at the end of the tunnel. So Darcy again, thank you for coming on today amidst all this chaos and Everything.
Darcey 01:01
Yes. Thanks for having me.
Collin 01:03
Yeah, so could you please tell us a little bit about yourself and your in your business?
Darcey 01:08
Yeah. Well, growing up, I grew up in Idaho, and my life started with horses. So I was a professional equestrian until I was about 12 and still had my I still had a horse until I was about 18. But, um, yeah, then I was a DJ music producer for 23 years traveling the world and, and I went to the dogs back back to the and more earthy, structured life. I just feel it suits me so much better and dogs. I was actually in post production school in San Francisco, and ended up down here in LA, um, toward the end of that and while looking for post production work down here, I was walking dogs for the pet staff, which at the time was one of the biggest dog walking agencies. In all of La in the valley, and I loved it, I loved being outside, and I'm a very outdoorsy physical person anyways more than sitting in a closed room editing video all day, which you know was also a passion of mine but being outside with the dogs I just I loved it. And through that within three years I had my own business
02:26
Wow.
Darcey 02:28
out all the other stuff and the in betweens. Yeah. There's I was up and running my own business by 2014.
Collin 02:36
Wow, that's, that's great. So it's been so you've been in business for six years ish right now. Yeah. Yeah, that's, that's really cool. So that so so you do dog walking? What other services do you offer?
Darcey 02:48
We started with dog walking, which was just me in the beginning. And then Sylvia West might now head trainers. I just made a head trainer this year because I can't do everything myself. I'm She's been with me since a year after I started. She's like my right hand person in the business. She came in about a year after I started and we were doing walks overnight sitting. She does big huge socialization group hikes, and I do dog park three days a week also. And then we also do overnight sets. And as we got busier, I could no longer do overnight sets and we started bringing on more staff. And then pretty soon the staff I had to have them do overnight sets because I can't be away from my office overnight. And so I started inviting dogs over to my house and through the holidays, sometimes I'll have up to eight dogs at my house Dog Boarding. Oh, wow.
03:48
We got a little bit of everything going on there.
Darcey 03:50
You do a lot of things. And over the last couple of years. We've been doing a lot of training as well. And so we also do Borden train this year. We also brought on our Puppy specialist, Jen dawn and she does a lot of Borden trained puppies and does puppy daycare, which is all training and socialization she does only six months and under. Oh my gosh, Eliza. She's amazing. And my head trainer. Yeah, we she's doing puppy classes at pet food express in Beverly Hills, which is right now no doubt. So anyway, I'm gonna I'm gonna be going on and on. And I'm going to end up running through all your other questions. No, that's
Collin 04:34
fine. That's fine. No, I love
Darcey 04:37
I will answer them all in one long run on sentence.
Collin 04:42
That's great. So you were in business for six years. And then the COVID-19 pandemic started sweeping the globe. And so I'm curious how your business has been affected and kind of the timeline for how things have shaken out.
Darcey 04:58
Yeah, it's been interesting. First I we had a couple clients drop out as they were going to be home working. Some luckily we're home working. And so you know, I just I had you know, I ended up still paying out my staff for that as people started trickling off. I continued to pay my staff because I was able to gratefully and very thankful for that. And then when we went, it was like absolute lockdown. I sent out a mass email to all of our clients and was like, I'm not going to risk our staff putting them out on the field. And you know, we'll see what the future holds. We're here for you. And we'll, we'll touch back around in that couple of weeks. Because there was still a few people that wanted us to continue, but they were working at home. They just really wanted to support us. And we've also I mean, seriously, I'm the best client I'm so grateful some of them continued to pay out through the end of March, even though we were no longer walking their dogs. I have a couple other clients that have even that have been like we budgeted to still support you through April with your normal scheduled walks. And it's just I mean, that's amazing. Um, so when lockdown actually hit, you know, I definitely sent out an email also to my staff, they are all independent contractors, um, and I was able to at least pay them out two weeks in advance. That was the least I could do. That was the initial lockdown to was for two weeks. So I was just like, stay home everybody. And I paid everybody out. Two weeks in advance, and then we all just kind of sat tight to see what's going to happen. Now it's been just over two weeks, I sent out another email to all my staff. I call them staff and I guess legally, they're independent contractors, you call them staff. So all my contractors, I just I feel like we're a team, I don't know. But they work hard and I love them. Um, so I just sent them out a link for an independent contractor unemployment that they may be eligible for. And I was really glad that I found out about that, so that I could send them something to hopefully help them most of them do have other other jobs as well that they will be getting unemployment from. Um, but the other ones I just want to make sure everyone's taken care of. A couple of them took off one, her mom flew her back to Houston so fast. Like you're getting and I'm like, Oh my god, you're going through an airport. Are you crazy? Ah, it's been two weeks since she's still healthy, so I'm glad for that. She is an amazing First I would hate to lose her. And the rest of the couple of us here. I have been able to do a little bit of very, very careful do with bringing I have a house with a backyard fortunately. And there are some restless dogs. We've had I've still had some clients reach out to me and me and check up on me too and my team and that's very thoughtful and sweet. And as I've also been in touch with a few more personally as well and I've had some little playdates in my backyard, it's all Yeah, so it's all like curbside pickup or drop off. We use our own leashes and some dogs that are you know, off leash trained on are going to take off, we don't even have them put a harness or anything on them. I will just, you know, have them follow me to the backyard. Nobody enters my home and I've just being that I have just reached out to all the clients again with this two week mark up, and it's still going it will be for a while. I actually had some clients just today come back around and be like, yes, we'd love to have some playdates with our dogs, especially my dog park dogs. And they want to run and play and I just go for a walk.
09:19
Yeah.
Darcey 09:21
Yeah, a little babies. So they're all getting a little cooped up. And so yeah, so in the next couple of weeks, although we are like I said being absolutely cautious. I also I have an N 95. mask. And bandanas. I did not steal the N 95 mask from our supply chain. It was in my toolbox.
09:45
Okay, you know, yeah, you do have to make clarifications like that these days. Yeah, no, that's you know,
Darcey 09:52
and I drew a little dog face on it.
Collin 09:55
Precious. Yes.
Darcey 09:58
Wondering why people are looking at me when I'm in the room. Story
10:03
what's your oh it's my it's me that's what that is. Yeah.
Darcey 10:07
Based on my mask Oh yes, we are being exceptionally cautious and we are going to be actually taking on a few walks in the next coming week after all this rain we're happy. Sure,
Collin 10:21
well that's good that you've found ways to continue to provide service to those who need it or want it for the time being.
Darcey 10:27
Yeah, and you know, I just have a few girls here in town that really want to work right now as much as they can. And I made sure they all have gloves they all have I actually I got them on leashes for Christmas.
10:40
Bear leashes? Nice.
Darcey 10:44
Yeah, they all get dog stuff in their little dog, Santa bags. And then my head trainer, and she's doing more Virtual Training all of our puppy and adult group classes. She is doing a virtual training donation only every Saturday from one to 230. Wow. So she's been doing Yeah. And we still have some training clients. I've actually done a little bit of training where you know, I don't even touch their gait and I go back and I ask them when I get out of my car, I put my gloves on. And because we are both handling leash, sometimes, but we are working across the yard from each other. Sure, I never enter someone's home. And as much as possible, I use my own leash like sometimes when there's like when we're playing some games we're working on recall, we don't have enough to use a leash. But I still have my clothes on just because they're lost or you don't collect as much as fingers as well. Right?
11:46
So you can take those off? Yeah,
Darcey 11:49
yeah, I can take the gloves off, which I do as soon as I leave the gate and I put them in a garbage outside her house. Before I even touch my door. Not
Collin 11:57
for not that anybody could really have seen this coming but kind of thinking back a little bit and kind of how you've handled the situation how would you say that your business was or maybe wasn't prepared for something like this?
Darcey 12:13
You know what I am so happy and grateful that I have built a solid team I've built this business and had savings and an always have a reserve so that even if I didn't have any income for a month, I'd be able to pay my staff if they were working and something happened, God forbid my bank, you know, I don't know something happened. I always have reserved to pay my staff. And I'm getting ready to possibly throw them each, you know, a couple hundred more bucks. And I mean, I have a staff of seven so it adds up quick.
Collin 12:49
Yeah, that does.
Darcey 12:51
So, you know, I do what I can and still want to help them especially until they get an employment um, and I'm grateful like I'll be okay for months and with taxes being extended through July I'll be okay. And you know and now that we have just a few clients here and there and a little bit of things trickling in, um you know I am grateful that I had that reserve and I'm grateful that my business is spread out I don't do just walks Yeah, we do the overnights the sets then I actually I have a dog I have a dog here. I cannot say what actors dog I have. But she's in serious lockdown and I had the dog a week before locked down and then I got a call. You know, they don't want to have to meet a human being and have me exchange her and touch her leash or her harness or anything and take any chances. So I have this little pup here. That's, you know, some steady, steady little income stream boarding or possibly another month.
13:58
Wow, wow. deposit. So it's a silver lining to that, I guess. Totally. And
Darcey 14:04
I actually had a Borden train dog here last week. Oh, nice. So I still you know, and that and the more that I can keep myself afloat with stuff that even comes directly to me financially, that helps keep my reserves steady so that I can, you know, possibly keep handing out, you know, a little here and there for my contractors. Yeah, I feel good because I know that I'll be you know, fairly Okay, you know, and even longer if I have a little stream of things here and there, you know, it's, I mean, it's less than 30%. But every little bit helps.
Collin 14:40
Right? That's where we're all right now is going every little bit does help and you know, you mentioned having a rock star team and having these savings and reserves, just for uh, not not not not not necessarily a situation just like this, you know, this coming, but, but there was some some planning and force the foresight there and then you know I love how you also mentioned that having diverse business options that you have and you can you can you've been flexible in what you can can't provide and how you provide those services along the way.
15:12
Yeah, really grateful for that. And I'm not a business person
Darcey 15:19
all dogs but yeah right I guess right
Collin 15:29
yeah, absolutely. It's one of those things Who would have known who could have foreseen but thankful that was there you know? Yeah. So as these things start to slowly shut down and I know you touched a little bit this of as the the order started coming in and the lockdown started looming, you know, what were some moves or decisions that you made pretty early on in the process that you're thankful for. And then I know you also mentioned that you continue to take care of your your Through independent contractors, which I think is just just wonderful.
Darcey 16:03
I was definitely when things yeah before the lockdown I was checking in with clients one at a time to kind of feel them out. And if they thought they were going to still want us to come and see where things were at so I could mentally and possibly financially prepare all my contractors. Um, I kind of call them my, my teammates because they really are, um, I think of them more as just my walkers or you know, my workers. Yeah, definitely work together. Um, so I definitely, you know, had to kind of let them know what our time there were a few surprises were they some people dropped off right away really early. Um, but I did the best I could just to let staff know what was possibly coming. And then I just sent out a mass email to everybody all of a sudden with lockdown and But at least told everybody just just stay home paid for a couple weeks and see what happens. And with the clients Yeah, I just kind of kept in touch them to see where they were at. You know, as things went until I shut everything down to try to check my staff, some of them still wanted to work. Some clients were still like, oh, he would have still had you. But I was just like, I saw the news. And I was
Collin 17:27
like, Oh my god, no.
Darcey 17:30
And I just, you know, I was like, I don't know, even though this can be that's that's one thing to put out there for other businesses as well though, is, to some degree, this is considered an unnecessary business, and it becomes necessary, especially with seniors, that really can't get their dogs out as well. Right as often. So there's that there's a little bit of that and people with disabilities So there's there's certain situations where that care does become a necessity, therefore an assess necessary business.
Collin 18:09
Or I'm curious, did you have or was there any sort of blowback or pushback from people towards businesses that were or weren't shutting down along the way? And was it? Did you experience any concern from people that you were shutting down or that it wasn't that big of a deal or anything like that?
Darcey 18:26
Everyone's been so supportive, I have had zero blowback at all. That's awesome. And I was wondering if I was gonna get blowback actually was saying also my staff, you know, doesn't mind walking with these restrictions that we will put in place of I was expecting maybe a little blowback with that, what are you doing still having staff out? Nothing. Right. And I do like I'm really tight with a lot of our I mean, we have like 92 regular clients, um, and I'm fairly close with a lot of them. So they they really, they know, they know my intentions as a human being. And I think they all know how greatly I care about them and my staff.
Collin 19:09
Sure. Yeah, that's so, so important at this these kind of these kind of moments in history of having that trust and understanding for the people that you're working with and that you surround yourself with. Uh
Darcey 19:20
huh. I'm really grateful for that. I mean, I have some great relationships. Some of my staff, they see me more than any of my friends do. I end up you know, going to some goals on occasion and Christmas and Hanukkah parties. Nice. Summer barbecues are Yeah. So I'm blessed with some amazing clients.
Collin 19:46
Oh, that's wonderful. And, and kind of along the way, you mentioned that you're in touch with with both clients and your your your walkers and your team members. I'm wondering how you've communicated this process. to them and how you've maybe helped assured them that you know, you're still in this for the long haul and that you'll be there for them whenever this whole is done.
Darcey 20:10
Well, I just sent them all an email last night. Yeah. Actually just checking in with them, because I no one's very far away in Houston and she's one of my top walkers. My head trainers out in Temecula and their parents Airbnb. Her her husband are far away quarantining out there in beautiful wine country. So there's, there's actually just a small bit of us left here, and everybody's been really flexible. And, um, we're all just kind of supporting each other. And I even told my clients Yeah, if you need toilet paper, I'm here for you, you know, because we've built relationships with these people. And yeah, so it really is. Some just, you know, trying to be clear communicating and do what I can to get them in a work that may be available for them and support them any way I can. They've all been pretty, pretty flexible and open overall.
Collin 21:19
That makes that that makes that a, I'm sure a lot easier on you as far as the burden of of providing and caring and, and being there for them as well in return.
Darcey 21:31
Yeah, and and they know that, you know, schedules are probably going to change we probably won't have as many quite as many dogs coming back. It'll be it might be you know, not regular schedules. But you know, instead of five days a week, it might be a couple hikes a week, or you know, depending on who's still working and who isn't. Yeah. And the energy level of their dogs and a lot of people you know, they had us just because They've really liked us. And it was just an extra adventure for their dog.
Collin 22:04
Yeah. Yeah. something nice for them to do. Yeah.
Darcey 22:07
Not because they're not home all day, you know, right? Yeah, we'll see. Cuz those might be some situations that may change where they might still want to get their dog in rotation, but it's not going to be a regular thing. That's kind of what I expect to happen a little bit. Um, I expect things to slow, be a little slower. And it'll be a, you know, well, we'll be rebuilding, but we're not going anywhere. That's for sure. Yeah. Sure, everyone that
Collin 22:33
you're awesome. Earlier, you mentioned that you had sent a link out to your team members with some information for them for financial support, as being an independent contractor. Have what other kind of loans or programs have you looked into for your business, if any, and what what is what is kind of stuff Have you learned along the way with that?
Darcey 22:54
Um, yeah, actually, I didn't even think about it since I know I'll be okay for a few months. came with my own savings and such but then my mom last night was like, Don't use your savings you need you need to there's grants out there. course you know my thought is I would rather save the grants for people that are desperate and can't survive without it. Sure. That's my train of thought. I mean, that's, that's my mindset. Um, yeah, I don't want to spend my savings either life savings, but yeah, this is the life situation and I'm grateful that I have a savings. You know, otherwise I would be stressed out trying to get one of those loans or grants. There's also grants out there. I definitely don't want to loan I don't want to take on any debt that I don't need to. Grant maybe but I feel okay right now, so I know. Yeah, I would rather you know, if that let other people have that money. Really, really are desperate need it? Honestly.
Collin 24:02
Yeah. And give it give it time and just see how things start to pan out in the system, looking to start looking into a four month, six month thing, then we will have to reassess, reassess that I may
Darcey 24:13
have to reassess. Yes, yeah. Man, you know, and then I'll be like, man, why didn't Why didn't I reach out with a grant in the beginning now the money is used up.
24:24
Why didn't I listen to my mom? Whoa, no.
24:28
Not again.
Collin 24:32
Well, thinking about the future and kind of down the road. I mentioned it a little bit about how you you you foresee maybe the rebuilding process, but I'm wondering, maybe you know how you think this is going to change if at all, how you operate your business moving forward.
Darcey 24:49
Maybe clients are really beyond them about paying their invoices. Okay. I really don't have to chase anybody. Typically But then I have found a few since I've had time to comb through the inner workings of my invoicing system and such that maybe I'd be a little more on that but I think, I don't know if there's anything I would change honestly. I just know it's gonna be a slow rebuild, and that will come especially when pet food express in Beverly Hills, reopens our puppy classes and our group classes in general we get a lovely get an influx of business through that as well. Um, and I just I just know it's going to be time and I'm sure there'll be a few staff changes you know, who knows if my one of my top walkers will come back from Houston, but um, I would miss her greatly. I hope she comes back. We still got a few strong teammates up here and we will definitely make it work but I don't really see anything Changing except for just, you know, kind of starting to rebuild a little bit again.
Collin 26:04
Yeah. Well, that's good. And I love the the the outlook that you have and the optimism that you have about rebuilding and with your strong foundation and your wonderful team members that you have around you that you're able, you know, you're in a wonderful position to be able to do that and continue to provide service along the way. That's, that I know that brings me hope. And I hope that brings hope to the other listeners as well of
Darcey 26:30
Yeah, expand your businesses, people. If you can go beyond walks, it will help you tremendously.
Collin 26:37
Well, Darcy, thank you for coming on today and sharing about kind of the inner workings of how you've been affected and again, get that wonderful outlook that you have for the future. I'm sure many people maybe don't want to get in touch, maybe ask some follow up questions. So how can people follow along with you and get in touch
Darcey 26:57
they can follow and get in touch. With me through Instagram, at a dog LA. Also you can read you can see more details of the business and cons, all emails go to me through the website, which is a dog.la. Yeah, you can reach me through any of that.
Collin 27:19
Oh, wonderful
Darcey 27:20
on Twitter and I'll be posting this on there.
Collin 27:25
Okay, well, wonderful. Sorry.
27:32
It's all the same eventually, I think.
Collin 27:36
Well, it's been wonderful talking with you and would love to have you on again, whenever this all does start to pick back up and check in and see how you're doing. So thank you again.
Darcey 27:45
Thank you as well. Good luck with everything.
Collin 27:48
Darcy's laugh and optimism are so contagious. She's all about communicating and being upfront and honest with both her clients and her team members. That was a huge part of her response to what was going on around her, her quick actions and shutting everything down and then slowly building up essential services to those who really need it shows just how flexible she was willing to be for the long haul. I know Megan and I are thinking about expanding services that we offer so that we have more to fall back on. If something like this happens in the future. We are working on recording multiple episodes every week. So make sure you're subscribed wherever you're listening so that you never miss a new episode. Also, we want to hear from you. So we've set up a voicemail, our number is 636-364-8260. Call us and let us know how you're doing and what you're dealing with right now. Thank you so much for listening. We really do appreciate you guys, and we'll talk to you again soon.
