Not Just a Tour: Why Every Interaction is an Opportunity in Pet Care
A few weekends ago, I was out of town and decided to call a local pet resort just to ask if I could stop by for a tour. I told them straight up that I wasn’t a mystery shopper or pretending to be anything I’m not. I said, “I operate a pet resort a few states away, and I’d love to learn from you while I’m in town.” I even offered them the same courtesy if they ever found themselves in Ohio.
They said yes.
So, I showed up the next day. I walked in, got a warm greeting at the front desk, and was asked if I was picking up a pet. I let them know I had called the day before about a tour and that I ran a facility out of state.
And just like that, the vibe shifted.
Their faces dropped. The friendliness vanished. It felt like I had just told them I was a burglar instead of a fellow professional.
I waited… and waited. After about 20 minutes, a manager finally came out. Arms crossed, zero smile, completely closed off. I wasn’t sure if I had caught them at a bad moment, or if they just didn’t like the idea of someone from “another” facility walking through. Either way, I was already uncomfortable.
We walked quickly through the space. She barely paused to explain anything—just pointed at areas and moved right along. When I asked a simple question about their fencing (and complimented it, trying to keep things kind), she just said, “I don’t know,” and stood silently until I gave up and said thank you. Then she escorted me back to the front and wished me a good day.
I left feeling… unwelcome. But more than that, I left disappointed. Because here’s the truth:
We are a tight industry of many private business owners. And way too often, we operate with fear.
Fear that someone’s going to steal our ideas. Fear that someone’s going to open a facility down the road. Fear that if we share too much, we’ll lose something.
But here’s the truth:
1. They could have learned just as much from me as I hoped to learn from them.
This wasn’t some secret audit. I was offering a connection, a peer-to-peer moment. Who knows what kind of conversations we could have had?
2. There are millions of pets in the world, and every one of us does things differently.
Sharing isn’t a threat. It’s part of how we grow. Your version of “playtime” or “luxury” isn’t the same as mine, and that’s okay. Clients will pick what works for them.
3. You never know who you’re really talking to.
Maybe I wasn’t their customer that day. But I’ve got clients who move all the time. Do you think I’m going to recommend that place now? Not likely. Every interaction is an impression and you don’t get to choose which ones turn into referrals.
4. The team is always watching.
That manager showed her front desk (and whoever else she talks to) that it’s okay to be dismissive, cold, and closed off when someone doesn’t seem “valuable” enough. What does that teach them about how to treat people?
In this industry, how we treat people—clients, staff, even each other—matters. Hospitality is the job. Whether someone is dropping off a dog or asking for a tour, they should walk away feeling seen, respected, and welcomed.
I’m not saying you have to spill every operational secret. But the kind of business culture that keeps everything locked up tight out of fear? It’s not going to get you very far.
So let’s lead differently.
Let’s share, connect, and be proud of the work we do—confident enough to let someone else see it.
