Pet Sitter Confessional

What changes when you stop simply running a pet care business and intentionally start building one that can scale? Jess Mather, owner of Pet Pals in Roanoke, Virginia, shares how her business grew from a small operation built around motherhood into a team of 25 people. She explains why a strong foundation, thoughtful pricing, dependable systems, and a team clients can trust have become essential to that growth. Jess also shares how Pet Pals uses recurring dog walking memberships to create convenience for clients while bringing more predictable revenue and scheduling to the business. We also explore what success looks like after more than two decades in business, including Jess's desire for greater freedom and a company that can continue serving pets long after she eventually steps away. Main topics: Building a Scalable Foundation Raising Prices With Confidence Creating Predictable Recurring Revenue Building Trust Through Teams Creating Long-Term Business Freedom Main takeaway: "You cannot thrive and scale on a weak, shaky foundation." — Jess Mather For Jess Mather of Pet Pals, growth didn't start by simply adding more clients. It started by strengthening the systems, team, organization, support, and mindset underneath the business. Only then could she confidently market, raise prices, hire more people, and grow from a team of seven to roughly 25 in just a few years. Growth exposes whatever already exists in your business. Strong foundations give you something to build on; weak ones become harder to ignore as volume increases. On this episode of Pet Sitter Confessional, Jess shares what more than two decades in pet care have taught her about pricing, team-based service, recurring revenue, client trust, and building a business that can eventually operate without depending on her every minute of the day. About our guest: Jess Mather is the owner of Pet Pals, a professional dog walking and pet sitting company serving the Roanoke Valley in Virginia. She founded Pet Pals in 2003 after relocating to Roanoke and initially built the company around her desire to care for animals while being an involved mother. More than two decades later, Pet Pals has grown into a team-based company offering dog walking, adventures, pet sitting, and other professional pet care services. Jess is focused on building a scalable company grounded in strong systems, excellent customer service, dependable caregivers, and a brand deeply connected to the Roanoke community. Pet Pals' website confirms the company was founded in 2003 and describes its growth from Jess's one-woman operation into today's team-based business. Links: Website: https://www.roanokepetsitter.com/ About Jess: https://www.roanokepetsitter.com/about Contact: https://www.roanokepetsitter.com/contact Email: [email protected] Facebook: https://www.facebook.com/petpalsroanoke Instagram: https://www.instagram.com/petpalsroanoke Buy Us A Coffee to help the show grow! Check out our Starter Packs See all of our discounts! 📞 Call us: (636) 364-8260 Follow us on: Instagram, Facebook Email us at: [email protected] Full show notes and transcript Disclaimer: The views and opinions expressed by our guests are their own and do not necessarily reflect those of Pet Sitter Confessional, its hosts, or sponsors. We interview individuals based on their experience and expertise within the pet care industry. Any statements made outside of this platform, or unrelated to the topic discussed, are solely the responsibility of the guest. Music: "Almost August" by Dan Lebowitz. Used under the Creative Commons Attribution 3.0 Unported License (CC BY 3.0). Source: Directory.Audio. Edited for length and mixed with spoken audio. Sponsored by: ❤️ Our AMAZING Patreon Supporters   Time to Pet Visit: https://timetopet.com/confessional Code: 50% off first 3 months   Pet Sitters International- Visit https://www.petsit.com/psc

What happens when your team knows the procedures but isn't prepared to put them into practice? Collin explores why running a reliable pet care business requires more than checklists and written expectations. From handling emergencies and last-minute callouts to improving communication between visits, he shares how rehearsing real-world scenarios exposes weaknesses before they become serious problems. He also examines how clear handoffs, consistent reporting, and defined responsibilities allow teams to work confidently without constant oversight. Because building a business you can trust starts with preparing your people, practicing your processes, and learning when to step aside. Main topics: Practicing Procedures Before Real Emergencies Responding Safely To Lost Pets Covering Urgent Visits After Callouts Communicating Changes Between Care Visits Building Trust Through Visible Reporting Main takeaway: "Knowing the notes is not the same thing as playing the music, and knowing your SOP is not the same thing as being ready to actually execute it." You can have the most detailed procedures in the world and still have a team that isn't prepared when something goes wrong. That's because reading a procedure and actually performing it under pressure are two very different things. What happens when a dog gets loose? When an employee calls out sick before sunrise? When medication instructions change and the next sitter doesn't get the message? These aren't situations where we want our teams figuring things out for the very first time. We need to give people opportunities to practice making decisions, working through handoffs, and understanding what success actually looks like before there's a real emergency. And when something breaks during rehearsal? That's not a failure. That's an opportunity to fix a problem before a pet, client, or employee is affected. The goal isn't to constantly test our employees or prove that we know more than they do. It's to build better systems, develop greater confidence, and create the trust that allows everyone to do their part. This week, choose one scenario in your business. Spend 25–30 minutes rehearsing it, identify what needs improvement, and make a plan to fix it. Because the best time to discover that your process doesn't work is before you actually need it. Links: Buy Us A Coffee to help the show grow! Check out our Starter Packs See all of our discounts! 📞 Call us: (636) 364-8260 Follow us on: Instagram, Facebook Email us at: [email protected] Full show notes and transcript Disclaimer: The views and opinions expressed by our guests are their own and do not necessarily reflect those of Pet Sitter Confessional, its hosts, or sponsors. We interview individuals based on their experience and expertise within the pet care industry. Any statements made outside of this platform, or unrelated to the topic discussed, are solely the responsibility of the guest. Music: "Almost August" by Dan Lebowitz. Used under the Creative Commons Attribution 3.0 Unported License (CC BY 3.0). Source: Directory.Audio. Edited for length and mixed with spoken audio. Sponsored by: ❤️ Our AMAZING Patreon Supporters   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   Your peace of mind is part of great pet care. Pet Sitters Associates provides the insurance you need to get the work done. Visit: https://www.petsitllc.com and use the code 'confessional' for $10 off today!  

What if the best time to hire is before you desperately need the help? Rachelle Steele of Loving Arms Pet Services returns to share how she went from firmly believing she would remain solo to intentionally building a team around her values, boundaries, and long-term goals. She explains how detailed hiring steps, clear deadlines, thoughtful training, and strong client communication helped her develop trust without sacrificing the peace she worked so hard to create. We also explore the unexpected operational challenges of employing pet sitters across both Missouri and Kansas and why compliance, payroll, and capacity planning need attention long before the first employee starts. Rachelle's journey is a reminder that sustainable growth rarely happens overnight—it comes from looking ahead, preparing for problems while they are still small, and building the business you want before you desperately need it. Main topics: Hiring Before Reaching Capacity Screening Employees for Reliability Building Trust Through Training Managing Multi-State Pet Sitters Preparing Clients for Teams Main takeaway: "Hire sooner than you think you need to, because it will save you a lot." Hiring out of desperation and hiring for capacity are two very different experiences. Rachelle Steele spent months preparing her business before she actually needed her team at full capacity. She cleaned up client notes, created SOPs, established expectations, trained employees during a slower season, and prepared clients for what team-based care would look like. That preparation meant that when demand increased, she wasn't scrambling to find someone simply because she was exhausted. She already had trained people she trusted and could confidently say yes to more clients. Growth does not have to begin with chaos. Sometimes the best thing you can do for your future business is start building the capacity before you need it. About our guest: Rachelle Steele is the owner and founder of Loving Arms Pet Services in the Kansas City area, serving clients on both the Missouri and Kansas sides of the state line. After years of believing she would remain a solo pet sitter, she began intentionally building a team to create additional capacity while maintaining the standards and boundaries that matter most to her. Rachelle brings decades of retail management experience along with extensive animal rescue experience, including work with animals requiring specialized care. She is especially passionate about intentional business planning, clear communication, client education, and creating systems that allow a pet care company to grow without sacrificing quality of life. Links: Website: lapskc.com Email: [email protected] Facebook: https://www.facebook.com/lapsforpets Episode 419: Selling the Gap with Rachelle Steele Episode 615: Boundaries, Budgets, and Burnout with Rachelle Steele Pumble — Team communication platform Rachelle uses. Gusto — Payroll platform discussed in connection with multistate employment. Google Forms — Used for hiring applications and employee check-ins. Pet Sitters International — Online Courses — Professional training resources. The AI-Driven Leader by Geoff Woods — Discussed after the formal interview sign-off; include if that conversation is retained in the final edit. Buy Us A Coffee to help the show grow! Check out our Starter Packs See all of our discounts! 📞 Call us: (636) 364-8260 Follow us on: Instagram, Facebook Email us at: [email protected] Full show notes and transcript Disclaimer: The views and opinions expressed by our guests are their own and do not necessarily reflect those of Pet Sitter Confessional, its hosts, or sponsors. We interview individuals based on their experience and expertise within the pet care industry. Any statements made outside of this platform, or unrelated to the topic discussed, are solely the responsibility of the guest. Music: "Almost August" by Dan Lebowitz. Used under the Creative Commons Attribution 3.0 Unported License (CC BY 3.0). Source: Directory.Audio. Edited for length and mixed with spoken audio. Sponsored by: ❤️ Our AMAZING Patreon Supporters   Time to Pet Visit: https://timetopet.com/confessional Code: 50% off first 3 months   Critter to turn insights into action. Use 'PSC20' for 20% off your first three months  

What happens when private equity starts buying up pet care businesses in our communities? We explore how investment firms acquire businesses, consolidate operations, and build larger companies through strategic purchases. We discuss why recurring revenue, established systems, and team-based care make pet sitting and dog walking increasingly attractive to investors, while also examining the unique challenges of our industry. We consider how consolidation could impact pricing, customer relationships, and the independence that makes local pet care businesses special. Finally, we share how independent pet sitters and dog walkers can prepare by strengthening their systems, deepening community connections, and delivering a client experience that larger competitors cannot easily replicate. Main topics: Private Equity Enters Pet Care Understanding Platforms and Add-Ons Why Investors Value Recurring Revenue Challenges of Scaling In-Home Care Competing Through Community and Professionalism Main takeaway: "It's not a strategy to just say I'm independent." Private equity is becoming a bigger part of the pet care industry, and it's easy to assume that being locally owned is enough to set us apart. But independence only matters to clients when they can actually experience the difference. That means remembering their pets, listening to their concerns, showing up in our communities, and building genuine relationships over time. It also means having professional systems that make scheduling, communication, and payment easy and dependable. We may never have the marketing budgets of large investment-backed companies, but we can be intentional about how we care for pets and the people who love them. Being local isn't the whole strategy. It's an opportunity to build something personal, professional, and deeply connected to the community. In this week's episode of Pet Sitter Confessional, we're exploring the rise of private equity in pet care and what independent businesses can do to prepare for a changing industry Links: 2027 Texas Pet Sitters Conference Feb 19th - 21st in Houston Texas. Visit https://txpetsitters.com/ Capstone Partners, Pet Sector Update – April 2026 https://www.capstonepartners.com/insights/article-pet-sector-ma-update/ Frontenac press release on Digs Dog Care, August 12, 2025 https://frontenac.com/new-pet-care-brand-digs-dog-care-redefines-the-future-of-pet-care/ Capstone transaction page, Barking Hound Village + Puppy Haven → Pack Pet Care, October 2026 https://www.capstonepartners.com/transactions/capstone-partners-advised-barking-hound-village-on-its-combination-with-puppy-haven-to-form-pack-pet-care/ Buy Us A Coffee to help the show grow! Check out our Starter Packs See all of our discounts! 📞 Call us: (636) 364-8260 Follow us on: Instagram, Facebook Email us at: [email protected] Full show notes and transcript Disclaimer: The views and opinions expressed by our guests are their own and do not necessarily reflect those of Pet Sitter Confessional, its hosts, or sponsors. We interview individuals based on their experience and expertise within the pet care industry. Any statements made outside of this platform, or unrelated to the topic discussed, are solely the responsibility of the guest. Music: "Almost August" by Dan Lebowitz. Used under the Creative Commons Attribution 3.0 Unported License (CC BY 3.0). Source: Directory.Audio. Edited for length and mixed with spoken audio. Sponsored by: ❤️ Our AMAZING Patreon Supporters   Tiny Paws Bookkeeping - visit TinyPawsBookkeeping.com to start putting profit first!   Your peace of mind is part of great pet care. Pet Sitters Associates provides the insurance you need to get the work done. Visit: https://www.petsitllc.com and use the code 'confessional' for $10 off today!  

What does it take to build a pet care business where clients, sitters, and owners never have to guess what happens next? Max Vickers and Nelson Kahr share how they are building Paige's In-Home Pet Care in Illinois and Bentonville Pet Care in Arkansas while adapting their systems to two very different markets. They discuss why listening is at the heart of sales, how simply answering the phone can dramatically improve conversion, and why professional pet care has to communicate its value beyond price. Max and Nelson also explain their rigorous approach to hiring, sitter accountability, technology, and creating enough operational capacity before pursuing additional growth. Their experience is a reminder that sustainable expansion comes from continually refining the systems that create peace of mind for both clients and the people providing the care. Main topics: Building Capacity Before Growth Selling Through Better Listening Answering Every Client Call Hiring for Reliable Care Creating Systems Without Guesswork Main takeaway: "We want to be able to give them what they're buying for, which is peace of mind and love for their pets and animals." This is the heart of professional pet care. Clients aren't simply purchasing a 30-minute visit, an overnight stay, or a dog walk. They're purchasing the ability to leave home knowing someone dependable is going to show up, follow the instructions, communicate clearly, and genuinely care about their pets. Creating that peace of mind requires more than loving animals. It takes intentional hiring, strong systems, accountability, communication, and enough capacity to deliver what you've promised. In this episode of Pet Sitter Confessional, Nelson Kahr and Max Vickers share what they're learning while building pet care businesses in two different states—and why their goal is to create a service where the client, sitter, and business owner never have to guess what's happening. About our guests: Max Vickers is the co-founder of Paige's In-Home Pet Care in Illinois and Bentonville Pet Care in Arkansas. After years of using different pet care providers with his wife Paige and their own rescue pets, Max saw an opportunity to build a professional service around reliability, strong processes, and exceptional care. His professional background in sales and technology influences his systems-oriented approach to operations, communication, automation, and growth. He is focused on building businesses with the infrastructure and capacity to grow without sacrificing the client experience. Nelson Kahr is the co-founder of Bentonville Pet Care and has been caring for pets professionally since one of his first jobs after moving to the United States. Originally from Venezuela, Nelson later built a career in technology and sales, including work at Amazon, where he met Max. Now based in Bentonville, Arkansas, he combines his sales experience with a lifelong love of animals to help build a professional pet care company focused on communication, reliability, and peace of mind. Nelson remains active in the field so he can understand firsthand what great care should look like for both clients and sitters. Bentonville Pet Care's current website identifies Nelson and Max as founders and pet sitters and describes the company's focus on customized, professional in-home care.  Paige's In-Home Pet Care similarly describes its mission around reliability, professionalism, and providing the standard of care the owners expect for their own animals. Links: Bentonville Pet Care — Pet sitting, dog walking, and cat drop-ins in Bentonville and Northwest Arkansas. BentonvillePetCare.com⁠ Paige's In-Home Pet Care — In-home pet sitting, dog walking, and cat care in Illinois. PaigesPetCare.com⁠ Buy Us A Coffee to help the show grow! Check out our Starter Packs See all of our discounts! 📞 Call us: (636) 364-8260 Follow us on: Instagram, Facebook Email us at: [email protected] Full show notes and transcript Disclaimer: The views and opinions expressed by our guests are their own and do not necessarily reflect those of Pet Sitter Confessional, its hosts, or sponsors. We interview individuals based on their experience and expertise within the pet care industry. Any statements made outside of this platform, or unrelated to the topic discussed, are solely the responsibility of the guest. Music: "Almost August" by Dan Lebowitz. Used under the Creative Commons Attribution 3.0 Unported License (CC BY 3.0). Source: Directory.Audio. Edited for length and mixed with spoken audio. Sponsored by: ❤️ Our AMAZING Patreon Supporters   Time to Pet Visit: https://timetopet.com/confessional Code: 50% off first 3 months   Pet Sitters International- Visit https://www.petsit.com/psc