How do you make an excellent client onboarding? A well executed client onboarding not only sets the tone and expectations for the client, but also set the relationship up to last for years. Kelly Hester, owner of Kelly's Kritters Dog Walking and Pet Sitting, joins the show to walk through how she translated her decades of corporate work into running her business. From exceptional customer service to formally documenting everything, she provides several great best practices. Kelly also explains her process for onboarding clients so that both she and the client understand exactly what is going on.

Main topics:

• Learning to document everything

• Keeping your business and staff on mission

• Training staff for meet and greets

• Exceptional Onboarding

Main takeaway: A well thought out and executed onboarding will build both trust and confidence in your client.

About our Guest:

Meet Kelly Hester, the passionate owner behind Kelly's Kritters, a pet care service that was founded with one goal in mind: providing top-notch care for all pets. Drawing from her own love and expectations for her pets, Kelly's Kritters goes the extra mile every day to surpass customer expectations and cater to the unique needs of every furry friend.

The mission of Kelly's Kritters is simple yet impactful: to offer pet owners peace of mind when they can't be home with their beloved pets. By delivering loving attention and care in the comfort of their familiar environment, Kelly ensures that pets feel safe and content during their owner's absence. Moreover, the core values of the business include maintaining a high level of professionalism, honesty, integrity, and respect for personal property at all times.

Kelly's journey into this fulfilling endeavor came after spending many years in the Corporate Sector. Feeling a deep connection to animals since her childhood, she knew that the next chapter of her life had to involve them. Her love and compassion for all creatures began with her first dog, Frosty, leaving a lasting impression on her heart.

With certifications in Pet CPR and Pet First Aid, Kelly is well-prepared to handle any situation that may arise while caring for her clients' pets. Her experience extends to administering medication and volunteering at animal shelters and pet rescues, further showcasing her dedication to animal welfare.

Kelly's personal furry family has consisted mostly of cats and dogs, but she has also welcomed fish, hamsters, gerbils, and tadpoles into her clan from time to time. Currently, she shares her home with two lovely cats named Ruby and Journey, who bring her endless joy and companionship.

Through Kelly's Kritters, Kelly Hester is on a mission to provide love, care, and a sense of security to pets and their owners, creating a wonderful experience for all involved.

Links:

[email protected]

https://kkritters.com/

https://www.facebook.com/kellyskrittersdogwalking/

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How do you deal with a sudden and unexpected death of a client's pet? As pet business owners, we will have client's pets that pass away. We do our best to plan and prepare, but what about an unexpected death? We find ourselves reeling and wondering if we could have done more. We have to continue running our business, while looking for ways to find space and time to recover. On this episode, we walk through the implications at the personal, staffing, and business levels.

Main topics:

• Unexpected death
• Personal impacts
• Staffing considerations
• Business concerns

Main takeaway: When a client's pet unexpectedly passes away, whether we were caring for it at the time or not, we have to control our thoughts around the 'what ifs' or we'll never be able to mourn in a healthy way.

Links:

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Pet Sitters Associates Visit: https://www.petsitllc.com Code: Confessional

Are you running the business you thought you'd be? Kimberly Layman, owner of Kimberly's Kritter Care, shares the process of refocusing her company to better align with her passions after experiencing burnout early on in the pandemic. She outlines her personalized onboarding strategy of phone calls and in-person meetings to set clients at ease. In addition, Kimberly explains how she structures clear expectations around communication preferences upfront to avoid issues down the road. She also details her strategic approach to obtaining reviews through timely and specific follow-up requests.

Main topics:

• Utilizing organizational skills
• Refocusing to stay on passion
• Building trust through client onboarding
• Asking for client reviews

Main takeaway: Establishing trust helps create loyal clients and positive word-of-mouth marketing.

About our guest:

Introducing Kimberly, the founder and CEO of Kimberly's Kritter Care in Charleston, SC! Her journey began in 2016 when she bid farewell to her corporate career, following her heart's calling and love for animals.

Starting out as a one-woman show, Kimberly dedicated herself to providing impeccable pet care services for busy pet parents and never expected to be more than a solo provider. Less than 8 months into the business, she quickly recognized the growing demand for reliable pet care, so she enlisted the help of independent contractors, expanding the scope of her services and touching the lives of even more adorable kritters.

However, it was in 2021 that Kimberly made a game-changing decision. Determined to elevate the level of care provided, she transitioned from independent contractors to building a dedicated team of professionals who shared her passion for animals. With a team of six part-time employees, Kimberly's Kritter Care now stands stronger than ever before.

Thanks to her team and her unwavering commitment and renewed focus on the business, Kimberly's Kritter Care has witnessed remarkable growth. In 2022, the business grew by 76%, and the momentum has continued with a 49% increase through the first half of 2023.

Kimberly is excited to see what the future holds and looks forward to growing the business and expanding its reach even further!

Links

https://www.kimberlyskrittercare.com

[email protected]

https://www.facebook.com/KimberlysKritterCare/

https://www.instagram.com/kimberlyskrittercare/

https://www.youtube.com/channel/UCzQU2yS_U7P90PjCCBhAH2g

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Time to Pet Visit: https://timetopet.com/confessional Code: 50% off first 3 months

Pet Perennials Visit: https://petperennials.com/pages/register-for-a-business-account Code: 'PSC' when registering for a $2 off coupon on any purchases in the 1st 90 days

Do you give yourself time to grieve when a client's pet, or your own pet, passes away? As busy business owners, we rarely take time to ourselves, and often use our business to bury the emotions and feelings. Clients do the same, and often need prompting and encouragement to mourn their pet. Today, we reflect on our recent pet loss memorial events and what we included. We also invite you to participate in a memorial service just for you.

Main topics

• Reflections on our recent memorial events
• What we include
• Why pet professionals need these too
• A memorial service walk through

Main takeaway: We grieve, deeply, the loss of a client's pet. We hurt for their owners and cry for their absence. We must give ourselves permission to feel the emotions and grieve their loss.

Links:

https://wolfieswish.com: code PETSITTER for 15% off orders

Episode 110: https://www.petsitterconfessional.com/episodes/110-pet-loss-and-grieving-with-coleen-ellis

Episode 320: https://www.petsitterconfessional.com/episodes/320

Episode 325: https://www.petsitterconfessional.com/episodes/325

Episode 341: https://www.petsitterconfessional.com/episodes/341

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Pet Sitters Associates Visit: https://www.petsitllc.com Code: Confessional

Do you struggle with whether to hire an employee or work with an independent contractor? Many of us face wanting to grow, find space in our life, or take a break from the day-to-day work, but then worry about whether an employee or independent contractor is the right fit. Kim Ottone Tank, owner of both Apronstrings and Staffingstrings, joins the show to help us understand what it really means to hire an employee. Kim breaks down what the differences are between an employee and an independent contractor, how that impacts our businesses, and how to understand the true costs of each.

Main topcs

• Employees becoming more popular

• Are they an IC or employee?

• Understanding Costs and Benefits

• Worry about managing?

• Building a team

Main takeaway: Some people don't want to run a business, they want to work for a business. Those are the perfect employee for your business.

About our guest:

Apronstrings was founded in 1990 by Kim Tank, a registered veterinary technician. Kim is a Certified Professional Pet Sitter through Pet Sitters International. In addition, she has become Fear Free Certified, a program developed to reduce fear, stress and anxiety in pets.

She hired her first employee in 1996, after carefully researching hiring practices in the industry. Her staff have always been employees, covered by her bond, liability insurance and worker's compensation policy. All of her staff receive intensive ongoing training and all are either certified in pet first aid, or are currently enrolled in a class.

Founder and CEO, Kim has always known she was destined to work with animals and has devoted her life to working in pet care. After living in Concord for many years, she relocated her family to Pollock Pines, CA, in 2016, to raise goats and (more) chickens. She has 4 cats and a dog as well. Kim splits her time between the Bay Area and El Dorado County to maintain a close connection with her sitters, her clients and their loving pets. When not working, she loves running, kayaking, mentoring other pet sitters and exploring El Dorado Wine Country.

Links:

Episode 153: www.petsitterconfessional.com/episodes/153

Episode 176: www.petsitterconfessional.com/episodes/176

Episode 279: https://www.petsitterconfessional.com/episodes/279

Email Kim: [email protected]

Website: www.apronstringsonline.com/

Facebook for Aprondtrings: www.facebook.com/ApronstringsPS/

Facebook for Staffingstrings: https://www.facebook.com/PetSitterHiring

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Time to Pet Visit: https://timetopet.com/confessional Code: 50% off first 3 months

National Association of Professional Pet Sitters

www.petsitters.org

How should you use data when making decisions in your business? Data and quantitative information provides invaluable surety when we look to solve problems in our business. However, there are limitations to the accuracy and applicability to the data we collect. Ultimately, we are at the interplay of facts and figures and emotions with our customers. We break down how this impacts making good decisions and practical applications to use today!

Main Topics:

• Know your customer

• Data has its limitations

• Take a balance approach

• Practical applications

Main Takeaway: Data and metrics should be used in conjunction with your insight to make well-rounded decisions.

Links:

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Pet Sitters Associates Visit: https://www.petsitllc.com Code: Confessional

How do you sell your services to potential clients? While many of us believe that our service quality speaks for itself, many clients will have additional questions or needs that we must address. With 30 years of high-end retail experience, Rachelle Steele, owner of Loving Arms Pet Services, shares insights into guiding clients through the purchasing process. Rachelle explains how to ask good questions to better understand how you can serve your client and how using the Platinum Rule can help you meet your clients' needs.

Main topics

• Making space in your day
• Let the client define their needs
• Follow the Platinum Rule
• Growing in confidence

Main takeaway: Asking probing questions allows you to better understand where your services fit in with the client's needs.

About our guest:

I have always had a profound connection with animals, particularly those who are shy, sick, or injured. Driven by my passion for animals, I founded Loving Arms Pet Services (LAPS). As an animal rescuer specializing in caring for animals with special needs, I recognized the significant challenge of finding a trustworthy caregiver to look after them while I took a vacation or had some time away. This realization motivated me to establish my own business, offering pet care services to enable others to take breaks without worrying about their pets' well-being at home. I hold a deep affection for all animals, but I have a special place in my heart for seniors and those with special needs, such as blindness, deafness, or health issues.My approach involves taking the time to truly understand each animal's unique personality, needs, and desires. To achieve this, I actively listen to their communication cues and ensure they receive the utmost care and attention. While pet owners are away, I believe it is crucial to keep them updated regularly, whether through messages, pictures, or short videos, to provide peace of mind. Putting myself in the customer's shoes is a priority for me, as I strive to create a relaxing experience for them during their time away. My expertise in positive-based training methods allows me to determine what motivates each dog and effectively communicate with the family to meet their specific needs and requirements. I understand that dogs communicate and comprehend differently from humans, and my goal is to bridge that gap and facilitate a harmonious relationship between the pets and their families. My experience working in animal rescue for over 25 years has exposed me to a diverse range of dogs with various backgrounds and issues, granting me valuable insights and tools to work effectively with them. Additionally, I actively support foster and adoptive homes, enabling me to provide expert guidance on the best approach for their pups' well-being. I firmly believe that there is no "one size fits all" training or care plan, and my approach is tailored to each individual pet's unique circumstances. I am eager to extend my services to pet owners from all walks of life and to assist in caring for animals throughout all stages and ages of life.

Links:

Platinum Rule: https://amzn.to/3DllXmc

loving-arms-pet-services-llc.business.site

https://nextdoor.com/pages/loving-arms-pet-services-kansas-city-mo/recommend/

https://www.facebook.com/lapsforpets

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Time to Pet Visit: https://timetopet.com/confessional Code: 50% off first 3 months

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.💜🐾

Subscribe now at https://www.youtube.com/@peacefulpetmusic

How does continually taking shortcuts in your business hurt you in the long run? While it may seem like a good idea to go after "tips and tricks" or "hacks" to overcome obstacles, you end up cheating yourself out of learning opportunities and confidence building. We break down several elements as to why tackling hard things is good for you, and how to know the difference between a hard task and a hardship in your life.

Main Topics:

• There will be hard things to do

• Can't always take a shortcut

• Benefits of tackling hard things

• Embracing the challenge

Main Takeaway: If you do the hard work, not only will you reach your goal, but you'll also have built up a huge amount of skills, knowledge, and experience that helps you continue to build and grow faster and faster!

Links:

ProTrainings: For 10% off any of their courses, use CPR-petsitterconfessional

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Pet Sitters Associates Visit: https://www.petsitllc.com Code: Confessional

What will you do if an owner's pet escapes? When seconds count, planning and preparation are your best friend. Annalisa Berns, The Pet Detective, walks us through common ways dogs and cats go missing and explains the simple steps we can take to prevent that from happening. She points out that the normal behaviors we expect are replaced with more unpredictable ones once the pet goes missing. Annalisa speaks on the methods to recover a missing pet, and reminds us to get helps as soon as possible.

Main topics:

• Lost pet behavior
• How most pets escape
• Prevention is key
• First steps if a pet gets out

Main takeaway: Start planning and training today to both prevent a lost pet, and recover a lost one.

About our guest:

Annalisa Berns, is the owner of Pet Search and Rescue and Pet Search and Rescue Investigations. She dreamed of working with animals from a young age. Annalisa found her life's work when she read Kat Albrecht's book, "The Lost Pet Chronicles." She is passionate about educating people about how to bring their lost pets home.

On a lost pet case Annalisa usually works 2-3 Search Dogs. She also coaches people how to find their lost pets. She is a licensed Private Investigator in California and Florida. She has also completed California Association of Licensed Investigator training NLITE. Annalisa helps train Search Dog Handlers to help find lost pets. She was a guest speaker at the Western States Veterinary Association twice and the American Veterinary Medical Association conference. She completed FEMA training with the Emergency Management Institute in Animals in Disaster: Awareness and Preparedness and Animal in Disaster: Community Planning. In 2023, she presented two mini sessions for Pet Sitters International. She also completed Introduction to Animal Psychology Certificate on Pet Behavior.

Links:

https://www.petsearchandrescue.com

https://www.instagram.com/petsearchandrescue/?hl=en

https://www.facebook.com/PetSearchAndRescue

training on calming signals for dogs: https://pethelpful.com/dogs/Dog-Behavior-Understanding-Dog-Calming-Signals

Phone: 310-880-8268

Kat Albright: https://www.missinganimalresponse.com

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Time to Pet Visit: https://timetopet.com/confessional Code: 50% off first 3 months

National Association of Professional Pet Sitters

www.petsitters.org

Are you irreplaceable to your clients? Today, we dive into the concept of becoming "irreplaceable" and how to stand out so your clients stick with you. We stumbled upon a great quote by the legendary Coco Chanel, which we use to dissect what makes a brand or service not only unique but also indispensable. We break down our three elements of differentiation – Expectations, Experience, and Expertise – and provide some actionable steps on how to make your business truly unforgettable.

Main Topics:

• Understanding Client Expectations
• Differentiating from Other Companies
• Evolving Expertise
• Elements of Becoming Irreplaceable
• Lessons from Chanel

Main Takeaway: True differentiation isn't just about being different, but being different in ways that matter to your clients.

Links:

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Give us a call! (636) 364-8260

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Email us at: [email protected]

Full show notes and transcript

Sponsored by:

❤️ Our AMAZING Patreon Supporters

Pet Sitters Associates Visit: https://www.petsitllc.com Code: Confessional