5 Insights I’ve Learned From A Quarter Century in Pet Care

 

Tails of Wisdom: 5 Insights from a Quarter Century in Pet Care

When you’re looking for a pet care provider, make sure they exhibit the most important markers of quality. – Dan Rubenstein, CEO of Pups Pet Club

 

After 25-plus years working in the pet care business, I’ve accumulated more than just a few grey hairs and dog-eared training manuals. My career has provided me with invaluable insights about the best ways to ensure the well-being of our four-legged family members.

Over the years, I’ve encountered countless situations with pet parents that highlight how pet care businesses need to be more than just service providers. Sure, pet owners expect excellent service, but the bond often extends beyond the merely transactional into real relationship territory.

I’ve witnessed many pet parents in dire straits, struggling with serious personal or family issues, who breathed a sigh of relief knowing they could just leave their fur-baby for a few hours at a place they trusted completely. Providing that sense of relief and comfort has shaped my philosophy on what truly separates outstanding pet care providers from the rest of the pack.

If you’re a pet parent who wants the best care possible, look for providers of daycare, grooming, training, overnights, medical, and other pet services who:

1. Prioritize their people.
2. Offer real expertise.
3. Provide over-the-top responsiveness.
4. Are obsessed with cleanliness.
5. Have a proper respect for the business.

You deserve to know what to look for before entrusting your beloved pets to anybody’s care, so let’s examine each of these five qualities in a little more detail.

1. People prioritization: A pet care business is only as good as the people who work there. The best providers invest heavily in recruiting and retaining a skilled, compassionate team through training, fair compensation, and the creation of a safe, fun, and professional workspace.

Businesses that view their employees as expendable suffer from high turnover and a lack of institutional knowledge. At PUPS Pet Club, we value longevity and are proud of our above-average tenure rate: many of our key employees have been with us for more than six years. That kind of continuity translates into deeper bonds with pets and pet parents—and a better understanding of their individualized needs.

A highly valued, consistent staff provides a higher level of attention and care for your pets. When you’re looking for service providers, be sure to read the room when it comes to morale: unhappy employees could signal broader issues.

2. Pros, not pretenders: Unfortunately, the pet industry has no shortage of unqualified individuals passing themselves off as experts. Truly great pet care comes from comprehensive education, extensive experience, and a commitment to ongoing professional development.

I can’t tell you how many times I’ve seen self-appointed “dog whisperers” give advice that ended up doing more harm than good to pets and their families. Look for providers with legitimate certifications and credentials from accredited organizations like the Certification Council for Professional Dog Trainers (CCPDT), the Association of Professional Dog Trainers (APDT) and the American Kennel Club (AKC).

Don’t fall for fancy titles or false credentials. Seek out providers with verifiable expertise who uphold the highest standards of excellence.

3. Over-the-top responsiveness: When you raise a concern about your furry family member to a provider, it should be treated with the highest urgency—just as if it were the provider’s own child or pet. The best caregivers listen intently, respond with empathy, and make you feel heard, understood, and prioritized.

Responsiveness is especially important when pet parents have urgent medical concerns. I’ve seen many situations where a pet owner was beside themselves with worry—perhaps their dog had ingested something potentially toxic or was showing unusual symptoms with no apparent cause. In those moments, providers must be able to spring into action immediately by quickly consulting medical experts and providing clear guidance. That level of urgency and attentiveness is critical when a pet’s well-being is on the line.

4. Clean freaks rule: Because there’s a direct and measurable correlation between cleanliness and animal health, an immaculately clean facility should be non-negotiable.

The best pet care providers understand that pristine conditions keep pets healthy and safe. Rigorous disinfecting on a strict schedule, coupled with immediate cleaning after any spills, dirt tracking, or accidents, safeguards pets against viruses, parasites, and infections. What’s more, keeping rooms clear of debris helps prevent bumps, bruises, and other musculoskeletal issues.

My borderline obsession with cleanliness growing up wasn’t always appreciated, but in the pet care business it’s become a real positive. I’ve come to understand just how crucial extreme cleanliness is for the health and safety of pets and pet parents. Because an almost OCD-like commitment to maintaining pristine conditions is vital for quality pet care, my personal fixation on cleaning and organization has become an invaluable asset for preventing illness, injury, and providing peace of mind.

5. Professionalism paves the way for great care
   Despite an outward appearance of fun and frivolity, outstanding pet care providers never lose sight of the serious nature of their work. They approach every interaction and decision with a sincere sense of responsibility for the precious pets in their care. At the same time, they exude the kind of joy and passion that lets their authentic love and respect for animals’ shine through.

I do love it when I get a chance to meet our members and find out more about their pets. Seeing the deep bonds between pet parents and their furry family members reinforces why this work I do is so rewarding. Whether it’s a family relieved to have trusted daycare for their aging dog, or a couple grateful for safe boarding while they’re on vacation, witnessing the love pet parents have for their companions is incredibly fulfilling. Those moments of thankfulness from clients who cherish their pets remind me of the responsibility I must provide outstanding care. Helping nurture the special human-animal bond is at the heart of why I’m so passionate about this industry.

As a pet parent, you deserve providers who operate at the highest possible levels of quality and professionalism. By prioritizing their people, upholding verifiable standards of expertise, treating clients like family, maintaining spotless conditions, and approaching each interaction with the right combination of seriousness and joy, the best pet care businesses truly set themselves apart.

So be sure to choose the pet care providers who embody the five characteristics I’ve outlined here—your fur babies are counting on you!