How do you take a pet sitting business from one city to two, grow a team of 30+, and develop a thriving brand? In this episode, Natalie Durack of Happy Hounds Pet Services shares how she expanded from the Gold Coast to Brisbane, navigating market differences and competition. She discusses the importance of client communication, onboarding team members, and building a recognizable brand. Natalie also explains how she introduced wedding pet attendance and proposal services, creating new ways for pet parents to include their furry friends in big life moments. Tune in to learn how she sets herself apart in an industry filled with hobby sitters and temporary dog walkers.

Main Topics:

• Expanding from Gold Coast to Brisbane – Challenges and market differences.

• Standing Out from Hobby Sitters – Competing with backpackers and low-cost providers.

• Wedding & Proposal Pet Services – How Happy Hounds includes pets in special events.

• Client Communication & Onboarding – Setting expectations and ensuring quality service.

• Hiring & Training a Team – Finding reliable staff and maintaining high standards.

Main Takeaway: It’s more than just a dog walk. It’s about communication, reliability, and making sure our team provides a truly professional service.

When you trust someone with your pets, you deserve more than just a warm body holding the leash. Professional pet sitters bring experience, training, and a commitment to high standards. At Happy Hounds, every dog walk, pet sit, or wedding service is handled with care, attention to detail, and a focus on your pet’s happiness. Because great pet care isn’t just about showing up—it’s about showing up the right way. 🐶💙 #HappyHounds #PetCarePros #ProfessionalPetSitting

About our guest: Natalie Durack is the owner of Happy Hounds Pet Services, a thriving pet sitting and dog walking business operating in both the Gold Coast and Brisbane, Australia. Since starting her business, she has grown her team to over 30 sitters and offers a range of services, from daily walks to wedding pet attendance. Natalie is passionate about professionalizing pet care and creating a trusted brand that pet parents can rely on. When she’s not managing Happy Hounds, she’s fostering strong community relationships and finding new ways to serve pet owners.

Links:

Previously on: https://www.petsitterconfessional.com/episodes/community-with-natalie-durack

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https://www.facebook.com/happyhoundspetservices/

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How do you market something that has to be experienced to be believed? In this episode, we dig into the challenge of selling emotional value—like peace of mind, trust, and joy—when your service can’t be fully understood until after it’s delivered. We explore why emotional storytelling matters more than bullet points and how to connect with both logical and emotional buyers. From showcasing transformations to using guided testimonials, we share practical strategies for building trust and standing out. Whether you’re just starting out or looking to elevate your brand, this episode will help you sell the experience, not just the service.

 Main Topics

• Emotional vs. logical buyers

• Marketing through transformation stories

• Using visuals and social media effectively

• Creating consistent client experiences

• Gathering and leveraging client testimonials

Main takeaway: “You’re not just offering a service—you are offering relief, joy, trust, yes, even peace of mind.”

Marketing your pet care business isn’t about bullet points or just listing credentials. It’s about showing what reallyhappens—when a worried pet parent breathes easier because they saw their dog playing fetch with joy or their cat curled up peacefully after a visit. You’re offering an emotional transformation, not just a check-in. That’s why we need to tell stories, not just stats. Let your care be seen—in photos, in updates, and most importantly, in how you make people feel.

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How important are independent pet stores to our community? In this episode, Teresa Miller, president of IndiePet and owner of Treats Unleashed, discusses the vital role of local pet retailers in building community connections. She shares insights into the challenges these stores face, including e-commerce competition and inflation, while highlighting how they can remain competitive through innovation and customer service. Teresa explains how IndiePet acts as a bridge between retailers and manufacturers to create sustainable industry growth. She also touches on the growing trend of cat ownership and the importance of fostering partnerships between independent pet businesses.

Main Topics:

1. The Role of IndiePet – Supporting independent pet stores and their impact on the pet industry.

2. Challenges in the Pet Industry – Inflation, e-commerce competition, and shifting consumer trends.

3. Community Engagement – How local pet stores foster relationships and support pet parents.

4. Retail Trends & Innovations – Exclusive products, pet product rotations, and service expansions.

5. Partnerships with Pet Businesses – How pet sitters, trainers, and groomers can collaborate with retailers.

Main takeaway: “Neighborhood pet stores are more than just retailers; they’re gathering places where pet owners connect, learn, and support each other.”

In today’s fast-paced world, it’s easy to feel disconnected, but independent pet stores, pet sitters, and dog walkers play a vital role in bringing pet lovers together. These businesses aren’t just about products and services—they help foster relationships, educate pet parents, and create a support system for those who want the best for their pets.

As pet sitters and dog walkers, we have a unique opportunity to be connectors in our communities. We’re the trusted professionals who see pet parents daily, hear their concerns, and can introduce them to local pet stores, trainers, and groomers who align with their needs. We can help pet owners find the best products, discover community events, and connect with like-minded pet lovers who share their values.

From breed meet-ups and pet adoption events to sharing tips on the best local pet-friendly spots, we have the power to shape a thriving pet community. By partnering with independent pet stores, we strengthen these essential small businesses and create a network that benefits pets and their families.

About our guest:

Teresa Miller is the owner of Treats Unleashed, a chain of independent pet stores with 19 locations between St. Louis and Kansas City, with more on the way. She began her career in the banking industry before transitioning to a tech startup in New York City. In 2002, she founded Treats Unleashed, which has grown organically into a trusted resource for high-quality pet products, customer education, and community partnerships.

Beyond building her business, Teresa is deeply involved in her local community, volunteering with the Bi-State Pet Food Pantry to help provide pet food to owners in need. She is also a strong advocate for women-led businesses, actively supporting Mastermind programming for early-stage women entrepreneurs.

On a national level, Teresa collaborates with the National Retail Federation (NRF) as an advocate for small retail businesses. Most recently, she worked with NRF to support the Credit Card Competition Act, introduced by Senators Roger Marshall and Dick Durbin in 2022, aimed at increasing competition and reducing swipe fees for businesses. As the president of IndiePet, a trade association dedicated to supporting independent pet retailers, she continues to champion small pet businesses, fostering connections between retailers and manufacturers to ensure industry growth and sustainability.

Links:

https://indiepet.org

https://www.facebook.com/IndiePetAssociation

https://www.instagram.com/indiepetassociation/

https://www.neighborhoodpetstoreday.com

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How confident are you when sharing your rates? In this episode, we explore the mindset of being price proud—what it means to stand behind your pricing without apology. We discuss how pricing is a reflection of your values, structure, and the quality of your service. From overcoming imposter syndrome to handling client pushback, we share practical tips to strengthen confidence and communication. Whether you’re a solo sitter or leading a team, this episode will inspire you to sell with pride, not guilt.

Main Topics:

• Value-based pricing strategy

• Overcoming pricing insecurities

• Confidence in client communication

• Differentiating premium pet care

• Reframing sales as service

Main Takeaway: “We’re not extracting money—we’re delivering something worth paying for.”

Pricing shouldn’t make you squirm. If you believe in the quality of your service—your training, your structure, your reliability—then your pricing becomes a reflection of that value. Being price proud means you stop apologizing and start owning your role as a professional. Clients don’t just pay for a dog walk; they pay for peace of mind, for consistency, for trust. When you confidently communicate your rates, you’re showing clients what they’re truly getting—and why you’re worth it.

Links:

Episode 592

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What happens after a pet passes away, and how can pet professionals support owners through this difficult time? Donna Shugart-Bethune, Executive Director of the International Association of Pet Cemeteries and Crematories (IAOPCC), shares the importance of ethical pet aftercare. She discusses the industry’s lack of federal regulation, the role of IAOPCC in setting standards, and why transparency and trust are essential. Donna shares insights on the evolution of pet cremation, the impact of grief, and how professional pet sitters can guide clients in making informed aftercare decisions. This conversation highlights the importance of self-regulation and education in ensuring pet owners receive compassionate, reliable services.

Main Topics:

1. The Evolution of Pet Aftercare – How cremation became the dominant choice.

2. Self-Regulation in an Unregulated Industry – Why setting ethical standards is crucial.

3. Transparency & Trust in Pet Cremation – How IAOPCC ensures accountability.

4. Supporting Clients Through Pet Loss – The role of pet sitters in aftercare discussions.

5. The Future of Pet Aftercare – Trends in cremation, memorialization, and eco-friendly options.

Main Takeaway: “The biggest factor we have within our industry is trust. It’s so important to know that you can trust the person taking your baby into their care.” – Donna Shugart-Bethune

Losing a pet is heartbreaking, and pet owners deserve to know their beloved companion is treated with dignity and care. In our latest episode, we sit down with Donna Shugart-Bethune of IAOPCC to discuss the importance of transparency, ethical pet cremation, and how pet sitters can support clients through pet loss. Because trust matters—especially in the moments that mean the most. Listen now! #PetAftercare #PetSitterConfessional #TrustMatters

About our guest:

Donna Shugart-Bethune is a part of the Shugart Family operations of Pet Angel Memorial Centers in Atlanta, Georgia. The Shugart Family has been in the pet aftercare industry for more than 53 years. Pet Angel Memorial Centers operates four office locations and two pet cemeteries specializing in pet and equine cremations. Considered one of the nation's premier pet funeral homes, Pet Angel Memorial Center in Atlanta features three counseling rooms, two chapels, and the largest showroom in the nation offering more than 450 memorial products. Offering Same Day Services, Viewings and Visitations, along with superior client care, Pet Angel Memorial Centers has led the way in establishing excellence in pet aftercare.

Donna, who grew up in the Shugart family business, has more than 36 years of experience in the pet aftercare industry. She has served as the Executive Director for the IAOPCC for more than 14 years.

Donna played a crucial role in developing the IAOPCC's online certification programs, which are available today. She also introduced Digital Badging Certification Programs for IAOPCC Members and implemented the Accreditation Mobile App Program, providing worldwide access to Accreditation.

Links:

https://www.iaopc.com

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Peaceful Pet Music - Calm Music for Pets

🎶💜 From peaceful melodies to soothing nature sounds, this channel is your go-to spot when your pet is anxious and you don’t know where to turn.💜🐾

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How do you offer truly personalized pet care? From daily routines to unique quirks, pets need more than just a one-size-fits-all approach. As professional pet sitters, we’re responsible for tailoring our care to each pet’s needs—and clearly communicating that value to clients and team members. We break down how to gather the right information, implement scalable personalization, and build client trust through intentional care. We share practical ways to make visits more meaningful without overcomplicating your systems or burning out your staff.

 Main Topics

• What personalization really means

• Gathering better intake info

• Creating scalable SOPs

• Communicating with clients and team

• Recognizing and adapting to change

Main takeaway: “This whole thing—personalization—isn’t about perfection. It’s really about intention.”

Personalized pet care isn’t about getting every single detail perfect. It’s about showing up with thoughtfulness, curiosity, and a desire to do what’s best for that individual pet. When we take time to notice their favorite toy, adjust our pace for their energy level, or suggest changes to better meet their needs, we’re building trust. Clients don’t expect you to be flawless—they want to know that you’re paying attention and that their pet matters to you. You don’t have to overhaul your entire process—just start with one small, intentional step. That’s what sets great care apart.

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How do you know when it’s time to transition your business—or even your life? In this episode, Nicole Packin shares her incredible journey through selling two successful pet care businesses, moving across the country, and preparing for her next adventure. She opens up about the emotional and practical challenges of letting go, creating healthy boundaries, and finding new passions after nearly two decades in the industry. She discusses the evolving pet care landscape, the pressure entrepreneurs put on themselves, and the importance of taking space to breathe and reflect. Whether you’re thinking about selling your business, refining your services, or simply looking to reclaim your time, Nicole’s story offers valuable insights and inspiration.

Main topics:

• Selling and transitioning businesses

• Work-life balance and boundaries

• Evolving pet care industry

• Marketing dog walking services

• Personal growth through change

Main takeaway: “I think sometimes when we work in our passion, you can lose that excitement—and every business owner, every athlete, every musician, every actor, anybody that has a passion, that happens.”

That quote from Nicole Packin really hit home for us. When you build a business around something you love—like pet care—it’s easy for that passion to become work, and for that work to consume every part of your life.

It starts innocently enough: you say yes to every client, answer every late-night text, and spend your weekends planning the next big thing. Before you know it, the excitement that once got you out of bed starts to feel like a weight you’re carrying around.

That’s why stepping back on purpose isn’t quitting—it’s resetting. Sometimes, you need space to breathe, to reconnect with why you started in the first place, and to remember that you are more than your business.

Nicole’s story is a powerful reminder that taking a break doesn’t mean you’ve failed. It means you’re human—and it could be the first step toward falling in love with your work all over again.

✨ If you’ve ever felt like you’ve lost your spark, this episode is for you. Listen to our conversation with Nicole Packin on Pet Sitter Confessional wherever you get your podcasts.

About our guest:

Nicole Packin is a seasoned entrepreneur and industry innovator with over 18 years of experience in pet care. She founded Miami Pet Concierge, a full-service pet care company, before launching The Packin Method, a mobile dog fitness service in Dallas. Nicole’s passion for canine health and wellness led her to develop unique services focused on physical fitness for pets. After successfully selling both businesses, she is now launching Healthy Hounds Fitness Club in Colorado, combining her love for adventure and pet wellness. Nicole’s expertise spans pet sitting, dog walking, canine massage, and fitness training, and she is a sought-after voice in the pet care community.

Links:

Last on: https://www.petsitterconfessional.com/episodes/303

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Trust is essential in every part of a pet sitting business. It begins before a client ever reaches out and is built through clear communication, consistency, and transparency. Clients look for reassurance at every step, and trust can grow when expectations are met and mistakes are owned. Building trust with pets requires patience, routine, and positive reinforcement to create a sense of safety. Internally, trust within a team—and with yourself as a business owner—comes from accountability, honest reflection, and clear follow-through.

Main Topics

• Recognizing signs of client distrust

• Building trust through transparency

• Establishing pet trust with routine care

• Rebuilding self-trust as a business owner

• Cultivating a trust-based team culture

Main takeaway: “Trust is really a living thing in your business. It grows or it shrinks with every action you take.”

In pet care, trust isn’t built in one big moment—it’s built in the tiny, repeated ones: showing up on time, communicating clearly, owning your mistakes, and staying consistent. Whether it’s with your clients, their pets, your team, or even yourself, every choice matters. If trust is low, take small actions that rebuild it. Every visit, every message, every decision is a chance to grow something strong and lasting.

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DogCo 2025 Business Summit

What happens when you treat pet sitting not just as a job, but as a serious and deeply rewarding responsibility?

Leanne Burger, owner of Going Away Pet and House Sitting in South Africa, shares her journey from raising lion cubs to building a thriving team of pet sitters and groomers. Leanne shares how her passion for animals, commitment to trust, and attention to detail helped her business flourish across multiple cities. She explores the deep responsibility that comes with caring for both pets and homes and the balance needed to maintain quality as you grow. It’s an inspiring look at how love, professionalism, and hard work can create a business that changes lives — both for people and their pets.

Main topics:

• Building trust with clients and staff
• Importance of attention to detail
• Managing business expansion
• Educating clients on pet care
• Balancing passion with boundaries

Main takeaway: “Pet sitting is a serious business, but it’s an awesome responsibility at the same time.”

Taking care of someone's beloved pets -- and their home -- isn't something we ever take lightly. Every visit, every walk, every overnight stay carries the weight of trust placed in us. It's a serious responsibility, requiring professionalism, attention to detail, and genuine care. But it's also one of the most rewarding jobs in the world. We get to build relationships, make a difference in pets' lives, and be a source of peace for their families. That's why we show up every day with both dedication and gratitude -- because caring for pets is not just a service, it's a calling.

About our guest: Leanne Burger is the owner of Going Away Pet and House Sitting and Mobile Pet Grooming based in East London, South Africa. Her passion for animals began early and expanded during her time raising lions and working in wildlife care. Since 2005, Leanne has grown her business to a team of over 24 pet sitters and groomers across multiple cities, focusing on trust, professionalism, and personalized care. With professional certification in dog grooming and a strong heart for helping others, Leanne’s work enriches both her clients’ and employees’ lives.

Links

Website: https://goingawayel.co.za

Email: [email protected]

Facebook: https://www.facebook.com/GoingAwayEL

Instagram: leannejburger.goingawayel

Kevin Richardson: https://www.lionwhisperer.co.za

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Have you ever wondered why something worked so well in your business, but struggled to replicate it? In this episode, we discuss the critical importance of building repeatable success by tracking your actions and outcomes. We share how documenting your systems, analyzing client feedback, and maintaining consistency lead to sustainable growth. We explore the connection between daily habits, professional development, and long-term business stability. By making intentional, data-driven decisions, pet sitters can create a reliable, thriving business and personal life.

Main Topics:

• Tracking and refining business processes

• Building standard operating procedures

• Client feedback and journey mapping

• Consistency across services and employees

• Setting personal and business SMART goals

Main Takeaway: Success leaves clues.

Every win in your business isn't just luck--it's built on specific actions and decisions you made, even if you don't realize it yet. When you slow down, track what you did, and pay attention to the clues success leaves behind, you can intentionally recreate those wins. It's not about guessing or hoping; it's about learning from yourself. Follow the clues, build systems, and create a business that keeps winning year after year.

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