Pet Boarding and Daycare Podcast with Dominic Hodgson

How many potential customers call your pet business every week while your team are too busy looking after dogs to answer the phone? How much could just ONE of those missed calls be worth if it was a boarding stay, a regular daycare client or a customer who stayed with you for the next ten years? And how do you make sure every caller gets a brilliant, personal experience without employing somebody to sit beside the phone all day? In this week’s episode of the Pet Boarding & Daycare Podcast, Dom is joined by Barbara Ireland from Focus Telecommunications to explore a problem that affects almost every busy pet business: missed phone calls.  Barbara explains how a specialist answering service can become an extension of your existing team, learning your values, understanding how you want clients to be treated and even accessing your systems to take bookings, complete intake information and deal with enquiries.  Later, Dom catches up with Pet Boarding & Daycare Magazine editor Rebecca Shipman for a preview of this year’s Pet Boarding & Daycare Expo in Hershey. Rebecca reveals why the growing event has added a fourth seminar room, the increased focus on business, marketing and CEO-level topics, and some of the new speakers and experiences attendees can expect.  They also preview Dom’s brand-new four-hour Pet Care Mastermind Experience, Brian Remo’s interactive keynote, the huge trade show and the networking opportunities that make Hershey much more than simply four days of sitting in seminars. In this episode, you’ll discover: The True Cost of a Missed Call – Why one unanswered enquiry could represent hundreds or even thousands of dollars in lifetime client value. Why Great Dog People Aren’t Always Great Phone People – The importance of having caring, capable people handling one of the most important customer touchpoints in your business. How to Outsource Without Losing the Personal Touch – How an answering service can learn your philosophy, values and processes so callers still feel like they’re speaking directly to your business. What an Answering Service Can Actually Do – From taking messages to booking boarding stays, completing intake information and working inside your existing software. How to Get More From the Expo – Why the seminars are only part of the value and how networking, the trade show and Dom’s new mastermind session can turn four days at Hershey into months of business progress. Huge thanks to our sponsor and this weeks special guest, Barbara Ireland Focus Answering Service. Remember, every missed call is a missed revenue opportunity; protect your reputation and scale your business with 24/7 live call support: focustele.com Remember, registration is now open for the biggest Pet Boarding and Daycare Expo on the planet, which is happening at the famous Hershey Lodge. Click here to grab your ticket now! Want to work with the World Leading Pet Business Coach?  Add your name to the waitlist for Dom’s Exclusive coaching program The Dog Daycare Success Academy now by clicking Episode Highlights [01:28] – Dom previews the episode, including conversations with Barbara Ireland and Rebecca Shipman[03:26] – Dom shares the sad news of losing Derek, his Dogue de Bordeaux, just a few weeks before his 11th birthday.[08:00] – Barbara Ireland explains how Focus Telecommunications works as an extension of a pet business rather than simply taking messages.[10:15] – Why hiring naturally caring people matters when someone is representing your business on the phone.[13:43] – How Focus learns a business’s philosophy, customer service standards and personality before answering calls.[15:16] – The new business pet resorts could be losing when prospective customers reach voicemail instead of a real person.[19:00] – How outsourced call handling can reduce staffing costs while taking bookings, completing intake forms and managing customer enquiries.[27:40] – Rebecca Shipman joins Dom for a preview of the 2026 Pet Boarding & Daycare Expo in Hershey.[30:21] – Why this year’s Expo has more elevated business, marketing and CEO-level content than ever before.[32:07] – Dom previews his first Pet Care Mastermind Experience at Hershey, plus the keynote, networking events and everything happening across Expo week.

What if enrichment wasn’t just something that made dogs happier but the very thing that could transform your pricing, your staff culture and the value of your business? Why do some daycare owners seem able to charge premium prices while others are still competing on who can offer the cheapest place for a dog to spend the day? And what if the future of pet care isn’t about supervising more dogs but creating better experiences for every dog? In this week’s episode of the Pet Boarding & Daycare Podcast, Dom shares an edited version of one of his most popular presentations from the Pet Boarding & Daycare Expo: The Enrichment Economy. Drawing on lessons from the world’s most innovative businesses, leading zoos and his own journey from dog walker to international pet business coach, Dom explains why enrichment isn’t simply another service to bolt onto your daycare. It’s a philosophy that changes the way you think about dogs, staff, marketing and profit. Along the way, you’ll hear how a chance encounter with legendary trainer John Rogerson completely transformed Dom’s approach to working with dogs, why the world’s leading zoos have moved towards outcome-based enrichment, and how businesses across the globe—from Disney to Apple and Amazon—have stayed successful by constantly innovating rather than clinging to the way things have always been done. In this episode, you’ll discover: Why Innovation Drives Growth – The lesson every pet business can learn from companies like Apple, Amazon and Disney. The Story That Changed Everything – How Dom’s early struggles as a dog walker led him to discover the true power of engagement and enrichment. What Zoos Can Teach Daycare Owners – Why outcome-based enrichment is shaping the future of animal welfare. The Five Pillars of Enrichment – How to create experiences that improve welfare while increasing the perceived value of your services. Why Enrichment Makes Better Businesses – How it improves staff retention, client satisfaction and profitability at the same time. How to Charge More for Enrichment – Why personalised experiences deserve premium prices and how to position them successfully. Thanks also to our sponsor, Focus Answering Service. Remember, every missed call is a missed revenue opportunity; protect your reputation and scale your business with 24/7 live call support. focustele.com Remember, registration is now open for the biggest Pet Boarding and Daycare Expo on the planet, which is happening at the famous Hershey Lodge. Click here to grab your ticket now! Want to plug the Enrichment University program into your facility? Click here to enroll now Want to work with the World Leading Pet Business Coach?  Add your name to the waitlist for Dom’s Exclusive coaching program The Dog Daycare Success Academy now by clicking here. Episode Highlights [00:51] – Dom introduces one of his most popular Pet Boarding & Daycare Expo presentations and explains why enrichment is the “golden key” to business growth.[04:05] – Why innovation drives long-term success and what pet businesses can learn from companies like Apple and Amazon.[08:24] – Dom shares the story of Barry, his Dogue de Bordeaux, and how his enrichment journey first began.[11:27] – The John Rogerson lesson that completely changed Dom’s approach to dogs and dog training.[13:52] – The “Dog Audit” and why building individual relationships changes everything.[17:11] – The hidden problems with traditional daycare and why enrichment creates happier dogs and happier teams.[20:37] – Lessons from the world’s leading zoos and the move towards outcome-based enrichment.[27:44] – Practical ways to restructure your daycare around personalised enrichment experiences.[31:25] – Real-world examples of enrichment programmes from successful daycare facilities.[35:06] – Why enrichment improves staff motivation, reduces burnout and creates career progression.[39:00] – Premium enrichment services, E-ticket experiences and why clients are happy to pay more for better outcomes.

What if the biggest problem in your pet business isn’t your marketing, or your staffing, or the economy? What if it’s your pricing? How do some pet businesses command premium prices, attract better clients and continue to grow while everyone else is caught in a race to the bottom? And why is it that almost every successful business owner eventually admits the same thing… “We were undercharging”? In this week’s episode of the Pet Boarding & Daycare Podcast, Dom tackles one of the most important – and misunderstood – subjects in business: pricing! Drawing on more than a decade of coaching over 3,000 pet business owners, Dom explains why almost every daycare and pet resort owner is charging less than they should be, the hidden beliefs that keep prices artificially low, and why those beliefs are costing businesses far more than they realise. Along the way, Dom explores the psychology behind premium pricing, the famous Chivas Regal effect, why affluent clients actively seek higher-priced services, and why competing with the daycare down the road is one of the fastest ways to build a stressful, low-margin business. The episode concludes with practical advice on how premium businesses justify higher prices through authority, positioning, customer experience and better marketing, along with a preview of Dom’s upcoming Pet Boarding & Daycare Expo presentation on escaping the race to the bottom. In this episode, you’ll discover: The Real Reason You’re Undercharging – Why fear, not economics, is driving most pricing decisions. The Chivas Regal Effect – How simply increasing the price transformed an ordinary whisky into a luxury brand, and what that means for your pet business. Why Premium Prices Attract Better Clients – The psychology behind affluent buyers and why higher prices often improve customer quality. The Seven Pricing Mistakes Pet Businesses Make – The beliefs and habits that quietly destroy profitability. How Premium Businesses Justify Higher Prices – Why authority, positioning and client experience matter far more than being the cheapest. Escaping the Race to the Bottom – How to build a business that grows through margin rather than volume. Thanks also to our sponsor, Focus Answering Service. Remember, every missed call is a missed revenue opportunity; protect your reputation and scale your business with 24/7 live call support. focustele.com Remember, is now open for the biggest Pet Boarding and Daycare Expo on the planet, which is happening at the famous Hershey Lodge. Click here to grab your ticket now! Want to plug the Enrichment University program into your facility? Click here to enroll now Want to work with the World Leading Pet Business Coach? Add your name to the waitlist for Dom’s Exclusive coaching program The Dog Daycare Success Academy now by clicking here. Episode Highlights [00:51] – Dom introduces one of the most important business topics of the year: pricing, and explains why nearly every pet business owner is undercharging.[03:50] – Dog News: A Tufts University study reveals how much owners truly value their dogs—and the marketing lesson hidden inside the research.[09:34] – Why pricing affects almost every decision you make in your business.[12:38] – The Chivas Regal story and the surprising psychology behind premium pricing.[15:50] – Reason #1: Why believing everyone buys on price is costing you customers.[19:15] – Why listening to your cheapest customers is one of the biggest pricing mistakes you can make.[22:30] – Why benchmarking against competitors keeps businesses trapped in the middle of the market.[24:12] – The emotional reasons pet business owners struggle to charge what they’re worth.[30:14] – Why adding “more stuff” isn’t the answer to premium pricing.[37:10] – The marketing assets every premium pet business needs to justify higher prices.

Why do some pet businesses seem to grow effortlessly year after year while others are constantly spending money trying to replace the clients they’ve just lost? What if the biggest opportunity to increase your profits wasn’t finding more customers but keeping the ones you already have? And what if the secret to building a more valuable business wasn’t better advertising at all but better systems? In this week’s episode of the Pet Boarding & Daycare Podcast, Dom continues his conversation with customer experience expert Vance Morris, this time focusing on one of the most overlooked drivers of long-term business success: customer retention. Vance explains why most business owners dramatically underestimate the cost of constantly chasing new clients, why customer retention deserves a much bigger slice of your marketing budget, and how businesses like Disney create loyal customers who return again and again. From newsletters and customer appreciation events to memorable experiences that keep your business front of mind, he shares practical ideas any pet business can implement. After the interview, Dom builds on those lessons by explaining why great marketing alone isn’t enough. He shares how successful daycare owners engineer retention directly into their business model through memberships, structured induction programmes and recurring attendance, creating businesses with more predictable income, stronger client relationships and significantly higher profitability. In this episode, you’ll discover: Why Retention Beats Acquisition – The surprising financial difference between winning a new client and keeping an existing one. How Disney Creates Lifetime Customers – What every pet business can learn from one of the world’s greatest customer experience brands. The Six-Touch Retention System – Why newsletters, postcards and email work together to keep your business top of mind. Why Experiences Create Loyalty – How memorable moments generate referrals, repeat visits and premium pricing. The Membership Advantage – Why recurring revenue creates a more stable, profitable and predictable business. How An Induction Program Locks In-Clients – Why onboarding is one of the most powerful retention tools available to pet businesses. Huge thanks to this week special guest Vance Morris. Find out more about Vance by going to by going to Deliverservicenow.com Thanks also to our sponsor, Focus Answering Service. Remember, every missed call is a missed revenue opportunity; protect your reputation and scale your business with 24/7 live call support. focustele.com Remember, registration opens soon for the biggest Pet Boarding and Daycare Expo on the planet, which is happening at the famous Hershey Lodge. Click here to add your name to the waitlist so you are first to here when registration opens! Want to plug the Enrichment University program into your facility? Click here to enroll now Want to work with the World Leading Pet Business Coach? Add your name to the waitlist for Dom’s Exclusive coaching program The Dog Daycare Success Academy now by clicking here. Episode Highlights [00:51] – Dom shares a lesson from singer CMAT about criticism, personality-led marketing and why standing out inevitably attracts attention.[08:30] – Dog News: What a rescued Labrador and research into tennis ball addiction teach us about enrichment and balanced dog care.[14:48] – Vance Morris explains why customer retention is dramatically more profitable than constantly chasing new clients.[20:20] – The six-touch customer retention system that keeps businesses front of mind all year round.[26:00] – Customer appreciation events, memorable experiences and why businesses should invest in existing clients first.[29:35] – Why Disney’s 80% repeat visitor rate should inspire every pet business owner.[33:26] – Using premium pricing to fund better customer experiences and stronger retention.[52:18] – Dom explains why memberships transform unpredictable daycare businesses into recurring revenue machines.[56:30] – How a structured induction programme improves retention, increases client commitment and creates premium positioning.[59:30] – Why the goal isn’t simply filling tomorrow’s daycare… it’s becoming part of every client’s weekly routine.

Are you putting out plenty of marketing but still struggling to attract the kind of clients you actually want to work with? Do you ever feel like your business sounds exactly the same as every other daycare, boarding kennel or pet resort in town? And what if the problem isn't that you need to create more content but that you need to put more of yourself into it? In this week's episode of the Pet Boarding & Daycare Podcast, Dom looks back on the Pet Boarding & Daycare Expo West in Phoenix and shares some of the biggest lessons he's brought home to his own business. After spending time planning out the next phase of his marketing strategy, Dom explains why businesses need to stop hiding behind generic messaging and start telling more stories, showing more personality and attracting clients whose values align with their own. Along the way, you'll hear from leadership expert Alex Varney, who explains why even successful business owners need coaches, accountability and fresh perspectives if they want to keep growing. There's also a fascinating conversation with pet industry attorney Shahrina Ankhi-Krohl, who reveals why protecting your brand could be one of the smartest investments you ever make, and why trademarks and copyrights aren't just for giant corporations. Finally, Dom catches up with good friends of the show Eve Molzhon and Melinda Stanford to talk about virtual assistants, gate control, retail sales and the hidden revenue opportunities many facilities are overlooking. In this episode, you'll discover: Why Personality is a Marketing Superpower – How telling more stories helps clients decide whether you're the right fit for them. The Sales Process Most Owners Ignore – Why there should be more opportunities for prospects to raise their hand and ask for help. Why Great Business Owners Still Need Coaches – Alex Varney explains why education and accountability never stop being important. How to Protect the Business You've Built – Sharina Ankie Kroll shares practical advice on trademarks, copyrights and increasing the value of your business. The Power of Virtual Assistants – Why giving away the right tasks can create more headspace and fuel business growth. How Retail Can Boost Revenue – Melinda Stanford explains why physical products can increase perceived value and deepen client relationships. Huge thanks to this week's amazing show sponsors, Paragon and First Financial Bank! First Financial Bank offer a wide range of flexible terms tailored to your unique situation. Whether you are buying, selling or refinancing, we'll work with you, one-on-one, every step of the way. Our lenders have been in your shoes and are here to help you reach your goals, click here to find out more More and more grooming businesses are discovering that growing their own talent is faster, smarter and more reliable than chasing the next experienced hire. To learn how Paragon helps salon owners do exactly that, click here. Want to work with the World Leading Pet Business Coach? Add your name to the waitlist for Dom's Exclusive coaching program The Dog Daycare Success Academy now by clicking here. Episode Highlights [00:51] – Dom reflects on returning from Phoenix and planning the next phase of his marketing strategy.[04:58] – Understanding the customer journey and creating more opportunities to convert prospects.[06:39] – Alex Varney joins the show to discuss leadership and the challenges of team culture.[08:25] – Why even successful business owners benefit from coaching and accountability.[12:10] – Shahrina Ankhi-Krohl explains why pet businesses should think seriously about trademark protection.[19:35] – Investigating the many risks of ignoring intellectual property and how it can affect a future sale.[24:18] – Breaking down the trademark process and making legal protection less intimidating.[34:53] – Eve Molzhon joins the show and talks gate control, virtual assistants and creating more headspace.[40:41] – Melinda Stanford explains how retail can become a powerful additional revenue stream.[44:30] – Why becoming the local hub for pet owners builds stronger relationships and bigger businesses.

Are you still running your daycare like a giant dog mosh pit while clients are demanding something more personalised? Have you noticed more dogs struggling in traditional group play more stress, more overstimulation, more behavioural issues? And what if the future of daycare isn’t “more dogs” but better experiences for the right dogs? In this week’s episode of the Pet Boarding & Daycare Podcast, Dom sits down with Mandy Ekins from Manners Matter Training & Dog Daycare to unpack one of the biggest shifts happening in the pet care industry right now: the move away from chaotic, warehouse-style daycare and toward structured enrichment experiences that actually improve dogs’ lives. Mandy shares her fascinating journey from posting dog training ads on Craigslist to building one of the few remaining independently owned daycare businesses in her area, complete with enrichment programmes, day training, trick training, scent work, and customised canine experiences. In this episode, you’ll discover: Why Traditional Daycare Is Breaking Down – The hidden problems with “warehouse-style” daycare and why more owners are looking for something different. The Trick Training Upsell That Changed Everything – How a simple “Trick of the Month” idea became the gateway to a full enrichment-based business model. How to Transition Clients into Enrichment – Mandy explains how she repositioned her services without losing her entire client base. The Psychology Behind Better Buy-In – Why framing enrichment as an “exclusive beta programme” dramatically increased client adoption. Why Smaller Groups Often Work Better – How reducing dog numbers actually improved the experience for dogs, staff, and owners. The Emotional Impact of Great Daycare – Real stories of senior dogs, health discoveries, and how daycare can genuinely improve quality of life. Thanks to this weeks awesome guest Mandy Eakins! Check out Mandy’s facility and services here Remember, the next PB & D Expo is taking place in Phoenix, Arizona on May 25th-28th. That is just two weeks away. To grab a ticket and secure your place click here now Huge thanks to this week’s amazing show sponsors, Kuranda and Run Loyal!Built for dogs who destroy everything else, Kuranda beds are chew-proof, raised, and ridiculously durable.They keep dogs cool, comfortable, and off the hard floor — which is why kennels swear by them. Check out KurandahereWant better a better scheduling and booking app customized to your branding? Check out runloyal.com Want to work with the World Leading Pet Business Coach?  Add your name to the waitlist for Dom’s Exclusive coaching program The Dog Daycare Success Academy now, by clicking here Grab a copy of Dom’s latest book Mission ENRICH by clicking here now Episode Highlights [01:52] – Dom previews the upcoming Phoenix Expo and why events like this can accelerate business growth.[06:00] – Dog News: the husky who escaped the vet… to make a run for daycare instead.[07:15] – Why daycare should be positioned as enrichment, not just “dog babysitting.”[08:20] – Disney’s Animal Kingdom enrichment ideas and how daycares can steal them.[11:37] – Mandy joins the show and shares how she went from Craigslist trainer to daycare owner.[14:12] – Working alongside a veterinary behaviourist and building a different kind of daycare.[17:47] – Why Mandy intentionally reduced dog numbers inside the facility in order to offer a better service for both her and the dogs.[18:22] – The early origins of enrichment: Mandy’s “Trick of the Month.”[22:19] – Why some clients resisted change… and why its important to accept that you can’t please everybody all the time.[24:27] – The “exclusive beta programme” strategy that helped clients embrace enrichment.[36:15] – Competing against nearby franchises without becoming “cheap daycare.”[37:36] – Mandy opens up about the future of the business and the possibility of selling.