Business
By Susan Briggs
ere’s the good news: You don’t need to be a “numbers person” to take control. You just need the right few numbers—the ones that truly guide your success. Those numbers are called KPIs, and they’re your secret weapon for turning financial goals into measurable, achievable results.- Are we on track to meet our 2026 financial goals?
- Why isn’t profit growing even though revenue is?
- What needs attention right now, not six months from now?
If seeing the word “financials” makes you want to skip right over an article, you’re not alone. Many pet care business owners work incredibly hard but still aren’t sure why their owner pay is too low, profits are unpredictable or growth feels stuck.
To grow profits, you also need lead measures—the actions and behaviors today that predict tomorrow’s results. Think of them like this: Lag = the scoreboard (you can’t change it) and Lead = the plays you call (you can change these). Both are essential, but only lead measures help you fix problems before they become expensive.
Let’s say you want to increase bath revenue in 2026. That’s a great goal, but revenue is a lag measure. You don’t influence it directly. What you can influence are the actions that generate more bath sales; your lead measures.
- Step 1) Set the goal (your lag measure). For example, “Grow bath revenue by 30% this quarter.” It should be clear, measurable and easy to track.
- Step 2) Choose lead measures you can control. Examples for a pet resort might include percent of lodging reservations booking a bath at checkout, number of upsells per day by staff, number of social media posts promoting baths or number of clients enrolled in a recurring bath program. These measures tell you what to do, not just what happened.
- Step 3) Track both weekly. This might look like if revenue is down (lag), but your upsell rate also dropped (lead), you know exactly what to coach your team on. Or if revenue is flat but social engagement is rising, you may be building demand that will show up next week. And finally, if both lead and lag measures are trending up, you know your strategy is working—so double down.
- Step 4) Review and adjust. By the end of the quarter, your lag measure shows the outcome. Maybe you grew bath revenue by 35%—great! Now you look back at which lead measures drove the success and incorporate those into your ongoing KPI plan.
This is the magic of combining lead and lag KPIs. You stop guessing and start knowing which actions truly move your business forward.
KPIs make finances feel manageable, even if you’ve avoided numbers for years. Here’s why:
They shine a light on what matters (and nothing more). No more drowning in reports—a handful of KPIs can give you the full picture.
They make progress visible. Seeing movement—up or down—helps you feel in control instead of confused.
They support proactive decisions. Instead of, “I hope things get better,” you now say, “Here’s exactly what we’re adjusting next week.”
They reduce stress. Uncertainty is exhausting, clarity is empowering.
You started your pet business because you love animals—not spreadsheets. But you deserve a business that pays you well, supports your team and provides the stability you’ve worked so hard to build. KPIs make that possible.
- Revenue KPIs: Total revenue by service line, revenue per pet, growth by month and season
- Payroll KPIs: Payroll percentage of revenue, cost per unit (per dog, per bath, etc.)
- Capacity & Utilization: Lodging occupancy, daycare attendance vs. capacity, bathing hours booked vs. available
- Customer Behavior KPIs: Upsell percentages, conversion from inquiry to reservation
- Owner Pay & Profitability: Net operating profit margin, owner paycheck
From these, select the most important few to guide the next 90 days. Simplicity leads to action.
You started your pet business because you love animals—not spreadsheets. But you deserve a business that pays you well, supports your team and provides the stability you’ve worked so hard to build. KPIs make that possible.
They give you a way to understand your numbers without feeling overwhelmed. They help you predict your future instead of being surprised by it. And with the simple lead-and-lag structure, you always know exactly where to focus your efforts.
Start small, stay consistent and let your KPIs give you confidence in your financial success.
As Crystal Canine’s head CFO, Susan Briggs helps pet care service business owners turn financial confusion into clarity and confidence. As a fractional CFO partner, we provide financial planning, KPI dashboards, and profit-building strategies tailored to pet resorts, daycares, grooming, and training businesses. Our mission is to make financial management approachable so owners can make insight-backed decisions and grow with ease. Through memberships, templates, and expert coaching, Crystal Canine turns your numbers into a roadmap for sustainable success. Learn more and access free financial tools at www.crystalcanine.com