Business

Wouldn’t $1,000 Phone Calls Be Nice?
Wouldn’t $1,000 Phone Calls Be Nice?

By Laura Laaman

It may be difficult to believe, but you likely already get plenty of high-dollar phone calls—they just need to be realized. And right now, capturing strong revenue matters more than ever.

Even in a normal economy, the pet care industry demands huge costs of business owners. Rent/mortgage payments, utilities, taxes, insurance, building maintenance and labor expenses are all sky-high. Now add in the effects of lingering inflation, tariff pressures and elevated interest rates, and it’s no wonder both families and businesses are struggling to stay afloat.

But that’s not all. Recent shifts in travel habits have been chipping away at our boarding demand. The holiday season is normally a time of bounty for the pet care industry, but last winter painted a new, darker picture. Per one holiday travel survey, trip durations, frequency and budgets were all down compared to 2024. One in three respondents stated their financial situation was worse than the previous year.1 That includes nearly 20% of higher-earning families ($100k+) who make up a large portion of the most valuable pet care clientele.

Here’s one more straw for the camel’s back: Pet care competition is at a record high and increasing every year. Census data shows a nearly 32% increase in the number of non-veterinary pet care establishments in the last five published years with a clear upward trend.2 As one example, national franchise Dogtopia states they currently operate about 285 locations and are on track to have 400 by 2027.3 Case in point, the market is becoming significantly saturated, and it’s harder than ever to attract, secure and retain pet parent clients.

But despite all this, those $1,000 calls are still coming in. Now it’s time to convert as many as possible. Let’s start by taking a closer look at the value of a phone call.

How Valuable is a Single Phone Call?
Even today, the phone remains the most important revenue channel for pet care businesses. Pet parents of all ages continue to pick up the phone to make first contact with their pet’s potential care provider. But just how valuable is a single phone call to your business?

Here’s an example of how one call might break down: A pet care business in a middle-tier market charges $90 per night including activities. If they convert a prospective customer who boards their dog for five nights at a time, that’s $450 per visit. If the customer travels three times a year, that’s $1,350 per year.

Another pet parent recently moved to town and needs a new groomer for their goldendoodle. If they come in every eight weeks for $120 per visit, that’s $720 in just grooming revenue each year—and many doodles get groomed twice as often.

A local family recently adopted a puppy, so they call in looking for a trainer. A typical stay & train package in the same market might cost around $1,995, not to mention follow-up training or any other services used.

Another prospective client has a high-energy dog and wants to keep him busy and entertained during the day. If they use daycare an average of two and a half times per week at $45 per day, that’s $5,850 in a year!

Now, imagine a client needs all of these services and purchases them from the same business. Over the course of one year, they may end up spending close to $10,000 altogether.

Each of these client relationships would begin the same way: with a single, unremarkable phone call. Any and every phone call could be this valuable; however, this kind of return is very rare without careful strategy and effort on the part of the business.

Here’s an example of how one call might break down:
A revenue breakdown graphic for a pet boarding business showing that a $90 per night stay with activities for 5 nights equals $450 per visit, totaling $1,350 per year if the customer travels three times
Cherish Every Phone Call
When the phone rings, there’s no way to tell how valuable that call will be. It might be a price shopper you’ll never meet, or it might be your best customer ever. Unfortunately, the phone rings the same way for both. That means treating every single call like gold.

Between check-ins/outs, feedings, activities, cleaning and all the other countless tasks of providing pet care, it’s easy to put off or ignore phone calls. For many facilities, this leads to a staggering number of missed calls, including the high-value ones. And once a call is missed, that prospect will turn toward one of your many eager competitors.

On top of lost revenue, each missed call erodes customer perception. If customers can’t reach a business, they’re likely to deem it unreliable, unprofessional or untrustworthy. Eventually, this leads to a damaged reputation, possible negative reviews and even a loss of existing clients.

Many pet care business owners feel they don’t miss a lot of calls, but it’s not always easy to accurately gauge without taking a close look. It’s wise to routinely analyze incoming calls to see just how many were truly missed, including voicemails that weren’t followed up on. The results can be shocking.

However, it’s not enough just to take every call—each one should be navigated with intention, care and expertise.

Prospective clients want to know if you’re the right choice for their furry family members, and their trust needs to be earned.
Handle Calls Skillfully
The $1,000 phone calls are usually ordinary inquiries that meet their full potential with the help of a skilled team member at the receiving end. When a customer prospect calls your business, a few things are likely to happen:
1. They want to know more about your company.
First-time callers usually have questions about your company and care. They want to understand your offerings and visualize what their pet will experience with you. Is the person who picks up your business phone prepared to provide accurate, compelling, meaningful answers? Are they warm, welcoming and enthusiastic? Do they know the most important information to provide or how to describe your exceptional care in a few sentences? This first impression doesn’t just matter—it’s everything.
2. They’ll ask for prices.
Perhaps the most common opening question from prospects is “How much does it cost?” Giving prices up front is a big (and common) mistake. The pet parent will have nothing but that number to judge whether your care is worth it. That’s why so many new customer inquiries end here. Your phone person should be able to demonstrate the real value of your care before providing prices. This is always true, but even more so in an economy like today’s where consumers are highly price sensitive.
3. They’re trying to decide if they can trust you.
Choosing a pet care provider is an emotional decision. Prospective clients want to know if you’re the right choice for their furry family members, and their trust needs to be earned. They want to know their pet will be safe, comfortable, happy and healthy. They want to feel heard and reassured. Whoever answers the call is responsible for doing all of this in just a matter of minutes. The right demeanor, information and guidance are critical.

This is why phone training is such a beneficial investment in the pet care sector. Ultimately, the person answering your phones is the guardian of your company’s most important source of revenue. If they’re highly trained, naturally inclined and well-prepared, you’ll convert and retain far more customers—far more profitably.

Market Other Services on the Phone
When a customer calls, it’s often for a specific and immediate need. They might be going out of town, their pet may need a haircut or they want to improve their dog’s obedience skills. When they reach out to you, they’re likely zeroed in on that need. Chances are good they don’t know what other services you offer. However, most dogs require multiple services throughout their life, whether it’s boarding, daycare, grooming or training.

For example, how many doodles do you get for boarding but not grooming? And how many puppies come through your doors for a single service when they could realistically need any or all of them? If they’re not getting those other services from you, they’re getting them from someone else—and that revenue is key to maximizing the value of every client.

That’s why it’s so meaningful to offer services beyond what they’re calling for when they reach out. And this doesn’t just mean a cursory mention—a proactive strategy is essential. If they call for boarding, offer grooming before their dog goes home. Ask them if they’re interested in training and suggest a training evaluation on the dog’s first day. Even if they decline the other services right away, you’ve planted a seed in their mind. However, you may be surprised how many pet parents take you up on these offers, especially when they’re presented with care and grace.

The bottom line is, in a tougher economy, growth doesn’t happen by accident. It comes from protecting and maximizing every lead, including those you already have.

Every time your phone rings, it’s another wonderful opportunity. Sure, it could be a single-visit customer—but it might also be a $1,000 call…or $10,000. When calls are consistently answered, your team is trained to build value and your process naturally introduces your other services, even those single-visit calls become a lot more meaningful.

Laura Laaman is president of Outstanding Pet Care. If you’re interested in the strategies discussed in this article and want to grow your revenue with our proven, guaranteed services, schedule a consultation by calling 1-888-836-8740 or visiting www.outstandingpetcare.com/contact.

References:
  1. 2025 Deloitte Holiday Travel Survey. https://www.deloitte.com/us/en/insights/industry/retail-distribution/holiday-travel-survey.html
  2. United States Census Bureau. https://data.census.gov/table/CBP2023.Ccs~812910&g=010XX00US
  3. Dogtopia. https://www.dogtopia.com/franchising-us/why-dogtopia/
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