On this episode of Practical Pet Business, Lorin and Rob dive into one of the biggest challenges in the pet industry today—educating pet parents and customers in a way that informs, engages, and empowers without overwhelming or sounding like a lecture.

With so much information (and misinformation) available online, today’s pet parents often come to the table with strong opinions, half-truths, or preconceived “facts” that may not always serve their pets’ best interests. Lorin and Rob unpack how pet professionals can rise above the noise by becoming better listeners, building trust through empathy, and creating genuine connections that lead to better understanding and cooperation.

They’ll discuss how to adapt your communication style to different learning types, when to teach versus when to simply guide, and how storytelling and real-world examples can make complex information more relatable and memorable.

Whether you’re a groomer, retailer, trainer, or veterinary professional, this episode offers practical strategies for turning everyday interactions into opportunities for education, inspiration, and loyalty. Because when we share knowledge the right way, we don’t just make better customers—we help create more confident, informed, and compassionate pet parents.