How does your team respond to these situations? Of course, pet professionals aim to relieve the pressure in any problem situation—they will even dive into the middle of a dog fight! So what is the best way to deal with the biting, the barking and the scratching? Perhaps the starting point should be what NOT to do. Do not grab or hit the pet, don’t yell at the pet or “feed” it with attention, nor should you ignore the behavior. While these may be seen as a short-term solution, some could even escalate the bad behavior into something worse.

It’s extremely stressful and risky when your business’s success depends on a particular person showing up and doing a great job every day. But it doesn’t have to be a showstopper when you or your manager is out. It doesn’t have to be a fiasco when your groomer suddenly resigns. It doesn’t even have to be a worry-filled guilt trip if you want to go on vacation with your family. In this article, we’ll explore the ways key person dependence can negatively impact your business and what you can do to avoid or fix it.

• Grooming
• Dog training
• Hiring
• Scheduling
• Payroll
• Training new employees
• Purchasing and facility maintenance
• Dealing with customer situations
• Communications with clients and veterinarians

• Employee burnout. When there’s no one else who knows how to perform a necessary duty, it can put undue stress on that person. They may feel overtaxed and unable to take necessary time off, thus affecting morale and even employee retention.
• Reduced quality of pet care. When your key person is out, it can easily lead to gaps in care and overlooked or improperly done tasks. For example, how many people create the schedule in your business? If it’s just one, and that person is unavailable, it can upset proper care.
• Reduced quality of customer service. Taking great care of the pet parents is as important as taking great care of the pets. Business disruptions caused by key person absences can bubble out into customer care, therefore affecting the quality and timeliness of service.
• Business salability. A business that’s dependent on its owner and/or manager(s) to function can be difficult to sell—especially profitably. High-paying consolidators want a turnkey business that operates seamlessly, regardless of who’s working that day.
• Owner quality of life. If you’re like many pet care facility owners, you’re the key person for multiple (or possibly most) tasks. This can be incredibly stressful and often reduces the owner’s ability to enjoy their business. And, unfortunately, sometimes leads to selling prematurely.

• Put a training plan in place. It’s wise to train multiple people on every task to ensure there’s a backup person (and even a backup’s backup). You may also consider preparing a response plan to quickly train a new person should someone quit, need extended time off or be otherwise unavailable.
• Have enough staff. Due to lackluster revenue, many pet care facility owners hire minimal staff to reduce labor costs; however, this almost always leads to more harm than good. Not having enough quality team members is a recipe for key person dependence, as there’s simply no other choice. It can also lead to higher turnover, thus compounding other issues.
• Add more roles. How many roles do you have between pet care technician and manager? If you’re like most, probably only one (or none). Adding more levels, like senior pet care technician and pet care supervisor, spreads out responsibilities and adds accountability. Plus, it gives your employees a career growth path, which can dramatically improve motivation and longevity.
• Support a great management team. Establishing a cohesive, effective team of managers goes a long way in the health of your business. Managers are the owner’s eyes and ears on the ground, and without a strong team of them, the owner will struggle to shake key person dependence. In pet care, managers often earn their roles through providing great care to the pets—but are they trained in vital management skills, too?
• Implement systems. A “system” is a structured set of processes, tools, and training to streamline and optimize a task or service for a more self-sufficient business. Systems should be documented, verified and deliverable by multiple people, and can be useful nearly anywhere. Some of the most important areas include new customer acquisition, employee hiring/training and marketing, among many others.
• Have a robust operations manual. A thorough and updated operations manual can be incredibly beneficial. It can help ensure tasks are being executed properly and consistently, and it serves as a reference point for the proper way to complete a task if there is ever a question or gap in coverage.
• Create a healthy revenue flow. Strong revenues are critical to every part of a pet care business. And if you’re adding team members or roles, you need the revenue to offset the cost. It’s important to regularly re-evaluate your profit centers for any opportunities—overnight care, daycare, grooming and training can all produce more revenue if you don’t already offer them.

There are several key areas to think about when running your day-to-day pet boarding and daycare business, including using an accounting system, chart of accounts, gross profit margins and operational procedures. The daily sales and expenses in your pet boarding and daycare business tell a financial story each month, and that story is based on the recording of income and expenses over time. As a business owner, this story provides numerical information to help improve your understanding of how well your business is doing.

Most small businesses, such as your pet boarding and daycare business, might start out at first by relying on the current bank account balance, but as the business grows—in terms of customers and expenses—it is a great idea to get more information about what is occurring on a regular basis.

Cloud accounting systems and third-party apps are designed to provide business owners with systems for billing and saving receipts for expenses digitally to aid in the details of the financial story. One example is ordering supplies from different vendors. Using an accounting system to capture data will give you the ability to review transactions and generate a comprehensive report to calculate the total of your supplies, as well as how often you are ordering from one vendor.

Another byproduct of using an accounting system is the ability to keep track of your accounts receivables (how much you are paid by your customers) and any promotions/discounts that might have affected those sales. Both expenses and income generated by the business can help identify trends and provide perspective on how to improve your business operations by use of reports and all financial history of your business.

Once you have this detail for any given month, you can begin analyzing the entire financial report and compare your story from month to month, and eventually year to year.

This same information will be extremely useful to your tax professional and potentially your business bank if you are looking for financing in the future.

Along with analyzing the details of the reports, using this information to calculate your gross profit margin will improve your understanding of the financial impact of your current business performance. This can be used to help make business decisions and plan for future growth. There are many ratios you can calculate using the Income Statement and Balance Sheet, but one ratio to keep an eye on is the gross profit margin.

The apps available may also retain customer’s information, including dietary preferences, medical history and behavior. By obtaining this information prior to the customer’s visit, the details can enable your customers and staff to have smooth booking and checkout processes. Having the option to add requests or services can also increase the bottom line, and occasionally some services may be added during the booking process when the customer knows what other services are available when going through the booking process.

In addition, there are accounting systems available that can keep track of your staff’s payroll and inventory of supplies so you can stay informed when stock is getting low prior to your next influx of customers.

Getting to know your numbers, using an accounting system, understanding the Chart of Accounts, identifying your current and ideal profit margin, and using third-party apps that integrate with your accounting system will not only help boost your bottom line, but also aid your boarding and daycare business in providing an excellent experience for your customers and their pets.

Steven Thompson is an advisor at Breakaway Bookkeeping + Advising focused on providing accurate and reliable bookkeeping solutions, specializing in veterinary and pet service businesses. He uses financial processes to aid business owners in regaining control over their finances. Steven is an experienced bookkeeper with a tax preparation background, he finds joy in advising small business clients in understanding their financial numbers, and what they mean in terms of business growth. Steven specializes in solutions for veterinarians to run successful practices along with other small businesses in the pet services industry.

While each pet care facility will have varied philosophies or processes that inform how they offer daycare to pet owners, to target owners we must first consider their perspective. People generally want the best possible care for their pets and seek assurance that they will be safe, happy and well-cared-for in their absence. Our marketing efforts should revolve around addressing these concerns and educating owners on the advantages of dog daycare, including socialization, behavioral improvements, physical exercise and mental stimulation.

When dogs get this opportunity, they learn to socialize within a pack in the right way, which gives them the tools they need to live their best life and to adapt to what is a very human world. It also helps reduce separation anxiety, jumping, chewing, barking and destructive behavior—all things that are unnatural for dogs and are introduced by us humans.

By emphasizing the benefits of natural pack socialization in our marketing tactics, we can target pet owners who appreciate knowing that their dogs can form bonds with other dogs, learn essential social skills and enjoy companionship with their kind, all with limited human disruption. In addition, we can educate pet owners on these benefits, and of the concept of pet daycare in general, securing potential new customers in the process.

One of the most compelling ways to market dog daycare to pet owners is by sharing real stories of behavioral transformations that dogs experience in our care. Dogs are not autonomous creatures; they are born into litters of other pups and thrive on the support and guidance of their pack members. When left alone for extended periods of time, they can become anxious and destructive.

The link between boredom and behavioral issues isn’t simply about a lack of activity; it’s about a lack of confidence, leadership and lack of a pack. Regular interactive daycare and boarding addresses this by providing the confidence-building experience of pack interaction. Dogs that may be shy or struggling with behavior problems gain the support of a pack, therefore fostering their self-assurance.

Your organization likely has stories of dogs who have benefited from daycare by overcoming shyness, anxiety or behavioral issues. These real-life examples resonate with owners. Demonstrate the tangible impact of your services on a dog’s behavior and leverage these testimonials in marketing efforts.

Jackie Bondanza is the CEO of Hounds Town USA, a fully interactive Dog Daycare, Boarding, and Pet Spa facility franchise. She began her journey at Hounds Town as a customer in 2013 and quickly realized that the brand was unlike anything else on the market. She then joined the brand’s corporate team, where she developed a comprehensive franchise expansion strategy and spearheaded the concept’s growth to more than 50 locations across the country.

To improve the quality of mental engagement for your clients’ pets, your business should assess your current services to see where you could add small (or big) changes to provide more stimulation. Here are some ideas of services to add if you’re currently only offering standard overnight boarding:

• Daycare and Training
• Fun daily activities to your existing services (puzzle toy, short walk, etc.)
• One-on-one “snuggle time” with a staff member
• Puppy preschool for guided socializing of puppies under one year old
• Novel or rotating group classes (scent work, agility, out & about, etc.)
• “Doggy & me” events where pups and their owners can socialize or interact together at your facility (doggy yoga, open houses, contests, 5Ks, etc.)
• Cat enrichment like nature TV, outdoor viewpoints, interactive toys, etc.

• Structured daycare programs that include quality play and rest times
• Walk or adventure add-ons
• Cozy bedding for pets who will not chew or ingest it
• Novel dog activities such as slat mill, agility or challenge course, weekly hiking
• A stretching, mobility or flexibility program
• Cat wheel, trees or tunnels for feline boarders to explore
• Hiding places for cats to nap in

• Grooming or self-serve bathing
• Monthly or quarterly vaccination clinics hosted at your facility in partnership with a veterinarian
• A retail area offering pet food, treats and wellness items
• Partner with pet massage therapists, acupuncturists or other wellness providers to expand your service offerings
• Continuing health education for staff on recognizing pet health conditions

You might also consider areas where you could remove or adjust something within your business to improve pet wellness, such as:

• Sound dampening in drying rooms or dog lodging areas to reduce noise
• Separate entrances for daycare/training/grooming or for each species (cats-only entrance)
• Take extra measures to reduce overpowering smells in animal care areas

Charge Your Worth

Beyond this, any time you add quality to the service you are providing to your customers, you need to charge as such. To add a puzzle toy onto any service, it will take time to prepare, set the pet up with the toy, supervise and clean up afterwards, so you should charge a small fee. Not charging what your time and effort are worth brings the industry down as a whole.

While everything feels pricier these days, charging a fair price and compensating your staff well can help ensure longevity of your business. Remember that charging your worth is not about overpricing, but rather ensuring that your prices accurately reflect the value you provide to your clients and their pets. Novelty and scarcity also demand a higher price. Be transparent about your pricing, communicate the benefits of your services and maintain a commitment to excellence to justify your rates. Over time, as your reputation and client base grow, you’ll be better positioned to charge competitive and sustainable prices for your pet services.

Focusing on whole-pet wellness can make your business safer and more profitable by improving the health of your clients’ pets and reducing strain on your staff. Assess where in your business you could add or subtract services, operations techniques or functions to promote positive effects on the animals you work with.

By investing in their health through proper nutrition, regular exercise, mental stimulation, preventative care, and the love and attention they deserve, we can ensure our pets lead longer, happier lives. The journey to pet wellness is a rewarding one, filled with moments of laughter, play and companionship.

The information in this article is not a substitute for veterinary care or advice.

Madison Warner is owner of Ready Pet Education. She teaches pet first aid & other pet emergency education programs to pet professionals all over the United States. Ready Pet Education has been teaching veterinary supervised, comprehensive pet first aid courses since 2018, and offers online or in-person learning and bulk discounts for 15+ students. They also offer emergency and disaster preparedness consulting for all types of pet businesses! www.readypeteducation.com

Transparency.

Customer Feedback.

Staff Training.

Social Media Engagement.

Responsive Customer Support.

Make sure you are making it easy for people to contact you, get questions answered and any issues addressed. Quick resolution of issues or concerns can turn a potentially negative experience into a positive one, further strengthening your relationship.

The deeper you connect with your human clients, the more a part of your business they will feel, the happier they will be and will remain long-term customers. You want to strive to move your relationship from a transactional one to an emotional one. If you do that, you’ll have an epic business that no one can compete with!

Fern is the founder of Overdog Digital, a digital marketing & consulting agency that helps dog daycare and boarding facilities attract, convert, and keep more customers by creating winning marketing campaigns and providing the business guidance to build momentum and spark long-term growth. Fern also has programs to train daycare staff, is a dog behavior consultant, and has a dog training business in New Jersey. He is the author of eight books and a popular speaker at national conferences and private events. To join The Dog Daycare Business Think Tank or ask a question, go to: www.facebook.com/groups/dogdaycarethinktank

According to the Companion Animal Parasite Council, in 2022, the number of adult dogs testing positive for roundworms was one in 50, hookworms was one in 30 and giardia cysts was one in 15.¹ At a doggy daycare with 100 dogs in the program, you could easily have two dogs with roundworms, three with hookworms and seven with giardia. One in eight dogs checking in for boarding will have one of these parasites. And, the numbers for dogs under one year of age are even higher.

Every day, these dogs will be contaminating your environment, spreading disease and putting your staff at risk. Dogs with intestinal parasites can often show no symptoms at all, while others can show signs of vomiting, diarrhea, lethargy, anemia, weight loss, malnutrition or, in severe cases, sepsis or death.

Parasites are not just bad for the health of the dogs in your care; they present a risk to the pet’s family and your staff. Hookworms, roundworms and giardia are all listed as zoonotic by the Centers for Disease Control (CDC).² A zoonotic disease is a specific type of infectious disease that can be passed from animals to humans. And remember, that means not only are the pet parents at risk, but so is your staff. Zoonoses are an even greater concern during pregnancy and for immunocompromised individuals.

In my 20 years of practicing, I was amazed at how low the compliance was for fecal testing. My practice ran at about 45% (which I later learned is really good), meaning less than half of my clients were bringing in fecal samples for testing. I tried reminding every pet parent, sending home prepaid cups, doing follow-up calls and providing literature, but I could not significantly increase from 45%. I heard every reason pet parents had for not complying; “My dog goes in the woods,” “I forgot it at home,” “My husband walks the dog” and “My dog doesn’t have worms.” Don’t get me wrong, there are some very diligent pet parents out there that get this done, but many do not. This is where you can advocate for the health of the dogs in your care.

Parasites are spread from dog to dog and through contaminated environments. So why let parasites in when it is so easy to keep them out? Requiring fecal testing is as easy as requiring vaccines. You probably have scripts and intake forms to discuss your policies with new clients, and you can easily add fecal testing to that protocol.

Remember that “fecal testing” means a proper laboratory quality test; it is not good enough for you to look at a fecal pile and decide that you don’t see any worms. It is unusual to see worms in a sample with the naked eye. Giardia, coccidia, roundworm eggs and hookworm eggs are all microscopic, so detecting them must be done with a high-powered microscope in a laboratory setting.

Protecting your pack starts with screening pets in your facility regularly. Make sure you have written protocols for collecting, cleaning and disposing of feces. Staff should be wearing gloves and washing hands frequently. Include posted signs to remind staff of the importance of a clean environment. After all, your staff is part of the pack, so you want to keep them healthy, too!

I recommend doing a “soft” rollout. If testing adult dogs every six months seems like a lot, start with annual testing. That is better than not testing at all. Consider setting up a parasite monitoring program. Pet parents will be thrilled that you are invested in their pet’s health. 

You are caring for a precious family member, and pet parents trust you and have confidence in you. A “Healthy Pets, Healthy Packs” approach to parasites will put your brand above your competition.

1. Parasite Prevalence Maps. Companion Animal Parasite Council. https://capcvet.org/maps#/2023/all-year/roundworm/dog/united-states
2. Diseases That Can Spread Between Animals and People. Centers for Disease Control and Prevention. https://www.cdc.gov/healthypets/diseases/index.html
3. Parasite Testing and Protection Guided by Veterinarians. (2022, Sept 16). Companion Animal Parasite Council. https://capcvet.org/guidelines/general-guidelines

Dr. John Beres is a veterinarian who owned and operated a boarding and daycare facility along with his general practice for 12 years. He is now the CEO and owner of Canine Lab Testing. Canine Lab Testing partners exclusively with doggy daycare and boarding facilities to provide “Healthy Pets Healthy Packs” solutions, including parasite prevention programs. He can be reached at testyourdog@caninelabtesting.com and found on LinkedIn at www.linkedin.com/in/johnpberesdvm