ConstableNeutron7519
You contract with a federal agency to train a drug detection dog…
You contract with a federal agency to train a drug detection dog for another one of their facilities. This agency is a long-standing client that you have trained dogs for and placed all over the country. You acquire a dog for them and train it to the standards that they require in the contract. The contract also requires that you provide a handler training course that is a minimum of 120 hours with a certification at the end of training. You have scheduled the handler course and the week prior you receive this email from the handler that the agency is sending:
This is Lieutenant Williams and I’m the agency POC for the Canine Purchase and the Handler that will be working the dog. I have been in contact with your working dog director over the past few months and she has been great in providing me updates on how the dog is progressing with his training as well as answering any questions. As part of our conversations I have advised her that due to personal reasons ongoing at home for me I am unable to stay at your facility for the 3 week training program. I just cannot be that far away from home for 3 weeks. With that said I fully understand and appreciate what you do with your program and how you run it in a specific manner and with a specific timeline in place for the multiple handlers you have in each class. Since I’m unable to stay for the full 3 weeks I do not wish to cause any disruption to your program and throw a wrench in how the class is run.
I have explained to your working dog director that I am an experienced Handler with 17 years of experience working single purpose detection dogs. This will be my 4t single purpose detection dog and my 3 Labrador. My agency has no problem with me not attending the 3 week course as I have had all the training I’m required to have for our handlers. I was hired by the agency in NY to start up their canine program as I had prior experience on other PDs in the NY area before. Additionally I have access to multiple Master Trainers from 4 different agencies that I know personally and have worked with and trained with in the past. They are all certified master trainers from National Police Canine Organizations such USPCA, IPWDA and NAPWDA. I train twice (2X) monthly with one of them every month.
I have told your director I can only be there for one week at most which I expect is not going to work well for your trainers and how they run things within the class. She has not really expressed this would work well for her as one week will not do me much in the way of meeting your course standards and handler certification. I understand this may cause some frustration but, please be advised my agency will not accept your certification as meeting our standards. My agency requires I must be certified by one of the aforementioned National Organizations. As such and given my personal matters at home I would like to suggest I come there for a day or two meet the dog and make certain we are able to work together and make sure he is comfortable working with me. I then can go back to my trainer who can monitor us and work with us on any issues should any arise and within a short time we will certify through our member organization. I believe this to be the best course for me and this would likely make it easier on both parties and not cause disruptions to your operations.
I do apologize for any inconvenience this may cause.
What options do business have to resolve the situation?
How do company policies influence how to handle the situation?
Will offer any guarantees? Why/why not?
Will offer a refund? Why/why not?
How could decision impact client?
How could decision impact business?
What is the ideal outcome for business?
How will you respond?
