Couple who started luxury pet resort was right; there is a Lakes Region market

CENTER HARBOR — A few years ago, Cindi and Mike Ingalls came up with an idea for an up-scale alternative to the many animal boarding facilities in the region. Some lenders could barely stifle their laughter when the Ingalls sought financing, and an accountant begged them not to open in November, on the assumption that there wouldn't be enough off-season business to sustain them until the tourists of summer returned.

Despite their doubters, the Ingalls strove forward with their plan, and with a funding package assembled with help from Meredith Village Savings Bank and the Belknap County Economic Development Council, the Lakes Region Pet Resort opened a year ago, offering what the Ingalls call "luxury suites" for overnight dog and cat boarding, doggie day care and pet training. Looking back over 12 months of business, they not only proved the naysayers wrong, they even out-performed their own expectations.

Ever since they opened the business, said Cindi, "The phone rang off the hook." Response to the Lakes Region Pet Resort has been robust, she reported. Despite what some expected, that their business would be slow at best during the winter, the Ingalls found the opposite to be true. They boarded 18 dogs over Christmas, were still busy on New Year's Eve, and boarded 43 dogs during school vacation week in February. They've accommodated pets for vacationers from as far as the West Coast, and have hosted several dogs that traveled to the area for a wedding. Then, when the summer season hit, they were about as busy as they could handle.

"I was really shocked that we hit the ground running," said Cindi, noting that there were only two nights, both in January, when they didn't have an animal staying at the business. Beyond those two exceptions, the business has kept them "extremely busy," said Cindi, who has since quit her day job as a marketing consultant for Equine Journal. Mike plans to keep his position as an engineer, but also helps out at the pet resort. In addition to the two owners, the business has one full-time employee and five part-timers.

After a year in business, Mike and Cindi think their experience should be encouraging to others who think they've got a good idea but are hesitant to take the plunge. For those on the fence, they've got some advice.

For starters, Mike said, they did a lot of research, both on the industry in general and the local market. They found that the pet care industry is fairly recession-proof. "People will do for their pets what they might not even do for a family member," said Cindi. For well-to-do customers, she said, there weren't any up-scale options in the Lakes Region. "I knew there was no competition for a high-end pet resort."

The business charges $30 (dog) and $25 (cat) per night for a "luxury suite".

Another factor they cite is identifying their mission and sticking faithfully to it. For Lakes Region Pet Resort, Mike and Cindi wanted a place that was safe and clean and where animals would be happy to stay. Keeping that commitment is easier said than done, when they've promised to give the dogs outside play experiences eight times per day, and there's dozens of dogs on hand. "We spend a lot of time with them," Cindi said, joking that she sometimes knows the dogs better than she knows her paying customers.

"Go in with your eyes wide open," Cindi said. Owning a business is no small task, as such Cindi finds herself working as much as 105 hours per week. "We work it hard," she said, and stressed that a business needs employees who are as committed as the owner is to standards of service. "We have good quality employees. We pay them decent money because we want quality employees."

Looking back on their life before the business, Cindi and Mike are working harder than ever and have accepted a more modest lifestyle. Even so, they have no regrets. "I'm a much happier person," said Cindi. She loves working with animals, being her own boss and feeling pride in the facility and its operation. "When it's yours, it's your own baby... Every day, I can't wait to be here."

Mike added, "It's nice that we're bringing a wonderful service to the area, that's so needed... we have not had a slow month."

Overall, Cindi said, their success has been rooted in a love for what they do. "It's very scary. Anytime you jump into anything, you'd better have a passion for it... If you can take the love of your life and turn it into a career, you'll probably be successful."

CAPTION for LAKES REGION PET RESORT in AA:

After a year in operation, the owners of Lakes Region Pet Resort are happy they took the risk of going into business for themselves. Above, daytime supervisor Marge Wooley poses with "Lola," while owners Cindi and Mike Ingalls hold "Pat." (Laconia Daily Sun photo/Adam Drapcho)