In the face of crisis, the true strength and resilience of a team are often revealed. At Pet Resort Hospitality Group, we were prepared for hurricanes, but Hurricane Beryl, a Category 1 storm, presented unexpected challenges. The massive power outage across Houston tested our crisis management skills, perseverance, and the incredible support from our team. Laura Koch, operator of Meadowlake Pet Resort in Houston, shares her experience navigating this crisis. Prior to joining PRHG, Laura would have faced this crisis alone. However, with PRHG’s support, she had a nationwide family assisting with everything from drafting client communications to renting the right generator. Laura emphasized, “Just knowing that we had a team of people around the country thinking about us, constantly checking in to see if there was anything we could do to help, made the long days following Hurricane Beryl so much easier to manage.”
Immediate Response and Communication
As the hurricane hit, Laura’s first priority was ensuring the safety and comfort of the pets in their care. With 183 pets between her two locations, swift action was necessary. Utilizing the front lobby building, which had a generator, they powered fans to cool off the dogs. Communication with clients was diligent, assuring them that their pets were safe and well-cared for.
Overcoming Obstacles: 1 Step Forward, but 2 Steps Back
The next few days were a whirlwind of challenges and solutions. Renting chillers to combat the heat and ensuring medically at-risk dogs were kept cool in the training room were just the beginning. Despite receiving 450 calls in one day, Laura and her team honored all reservations and did not turn away any clients.
A turning point came when an additional generator, costing $5,000 a week, was rented. This allowed them to power the entire front building and ensure all pets were comfortable. However, setbacks were frequent. A gas leak, a severe thunderstorm, and an unresponsive senior dog added to the chaos.
Perseverance in the Face of Adversity
On July 11th, just when everything seemed under control, a severe thunderstorm hit. This, coupled with a generator failure, tested their limits. Extension cords had to be transferred between buildings, and a small fire caused by a sparking transformer had to be dealt with. Despite these challenges, the team remained steadfast.
This experience highlighted the importance of crisis management, perseverance, and team support. The staff’s dedication ensured that not a single dog needed emergency vet care, a testament to their hard work and resilience. Moving forward, Laura is proud to have weathered this storm together with her team, emerging stronger and more united than ever.
Leashing the Crisis: Stronger Bonds Ahead
This crisis has strengthened the bond with their clients, who now trust them even more during challenging times. As they continue to serve the community, Laura and her team are committed to maintaining the high standards that have earned them their loyalty and trust.
Laura Koch’s leadership and the extraordinary efforts of the Meadowlake Pet Resort team have proven that with determination and a strong support system, any crisis can be overcome. Finally, we came together as a leadership group last week and all reviewed the timeline of events. We’re applying lessons learned from this crisis to better preparations across all of our resorts moving forward.
