The Key to Building a Successful Pet Care Team: Mission, Values, and Culture
Owning and managing a pet care facility is a labor of love, but it can also be a rewarding and successful business venture when done right. To ensure the long-term success of your pet care facility, it's essential to build a strong and dedicated team that shares your vision and values. In my pet care facility, Playful Pups Retreat, we realized early on that we needed to clarify our expectations and have a strong understanding of what would lead to growth and success for both our team and the business. In this blog post, we'll explore how defining your mission, company core values, and nurturing a positive company culture can help you create a thriving business.
Define Your Mission
Your business's mission is the driving force behind everything you do. It's the reason your pet care facility exists and the promise you make to your clients and their furry companions. Take the time to define a clear and meaningful mission statement that encapsulates your goals, values, and the unique value you offer to your clients.
For example, your mission statement could be something like, "Our mission is to provide exceptional pet care services that prioritize the health, happiness, and safety of every pet entrusted to our care.” Or another version may be” We are dedicated to creating a home away from home for our furry guests and peace of mind for their owners."
Our Playful Pups Retreat Mission is short and simple, but meaningful to us: To have a positive impact on the lives of dogs and pet parents.
Having a well-defined mission helps you and your team stay focused and motivated. It guides your decision-making processes and ensures that everyone is working toward a common purpose.
Establish Core Values
Core values are the guiding principles that shape your business's culture and behavior. They define what your pet care facility stands for and how you want to be perceived by your clients and employees. Core values can encompass traits like compassion, integrity, professionalism, and a commitment to continuous personal development and growth. Ideally you would have between 3 and 7 core values, but regardless of how many you have they need to be meaningful to you as the owner.
We have 6 Core Values at Playful Pups, including these three:
- It’s All About The Dogs!
- Wow! Client Care
- Compassion & Trust
Your facility is going to be different because of YOU, so ensure your company core values align with your personal values and the expectations you have for your business. Sit down with your leadership team and brainstorm the core values that matter most to your business. Make sure these values align with your mission and serve as the foundation for your company culture. When hiring new team members, assess whether they share these values, as this will be critical in building a cohesive and dedicated team.
Choose the Right Team Members
Selecting the right team members is crucial for the success of your pet care facility. Look for individuals who not only have the necessary skills, but also share your passion for animals and resonate with your mission and core values. During the hiring process, ask behavioral questions that help you gauge their alignment with your business's goals and culture. Keep in mind that you can train most people the aspects of pet care, but you cannot teach them to be nice, compassionate, or outgoing people...or whatever characteristics matter most to you.
Once you've assembled your team, invest in their training and development. Provide ongoing education in pet care best practices, customer service, and any specific protocols unique to your facility. Encourage open communication and create an environment where team members feel valued and empowered to contribute their ideas and feedback.
Foster a Positive Company Culture
Company culture is the glue that holds your team together and influences how they interact with clients and pets. A positive company culture promotes teamwork, employee satisfaction, and ultimately, better client experiences.
Lead by example and demonstrate the values and behaviors you expect from your team. Encourage collaboration, recognize, and reward hard work, and create opportunities for team-building activities. A strong, supportive company culture not only helps retain top talent but also attracts clients who appreciate the care and dedication your team provides.
Empower Your Team to Excel
To scale your pet care business successfully, empower your team to excel in their roles. Provide them with the tools and resources they need to do their jobs effectively. Encourage innovation and creativity in finding better ways to serve your clients and improve the well-being of the pets in your care.
Regularly assess your team's performance and provide constructive feedback. At Playful Pups Retreat our leadership team has quarterly one-on-one meetings with each team member, and more frequent during the first 3 months of employment. When your team feels valued and is motivated and engaged, they become your greatest asset in growing your business and achieving long-term success.
In conclusion, owning and operating a pet care facility can be a fulfilling and lucrative venture when you prioritize building a strong team. By defining your mission, establishing core values, selecting the right team members, and then fostering a positive company culture, you'll be well on your way to ensuring the success of your pet care facility. Remember that your team will not only help you scale your business but also play a crucial role in creating a nurturing and safe environment for the furry guests who rely on your care.
Written by Laurie Yost, owner of Pawsitively Squishy and a 14-year veteran in the Pet Care industry. Laurie owns Playful Pups Retreat, a pet resort offering premium overnight dog lodging, a variety of enrichment focused doggie daycare and dog training programs, bathing services, and much more, with two locations serving Central PA.