In the pet care industry, the success of a business often hinges on the quality of care provided to the animals and the satisfaction of pet owners. A crucial yet sometimes overlooked aspect of ensuring this success is team building which creates a strong company culture. Strong teamwork is the backbone of any thriving pet care business, be it doggie daycare, dog boarding facility, grooming salon, private training facilities, and full-service pet resorts.
Building an amazing company culture takes consistent effort by the leaders of the pet care business and requires you to focus on several areas that encompass the “culture” of your facility.
Personal Relationships
The most fundamental aspect of company culture is the personal relationship you have with your staff. It’s critical that each one of your employees feels like you truly know them (their goals, likes, dislikes, personal background, etc) and that you express care for their well-being both inside of your facility and in their personal lives. One great way to help you get to know your team better is through a digital staff survey. I built a digital template for you to see what types of questions you might want to utilize for your personal staff survey.
Employee Recognition
Working in the pet care industry is one of the most rewarding jobs, but what many people fail to understand (without prior experience) is that working in pet care is backbreaking and very challenging work. For those of us who have been in the industry for years, we understand that hiring is one of the hardest things to keep up with. Building an amazing company culture is one of the best ways to build loyalty and keep your best employees longer.
Understanding how employees like to be recognized for their hard work and effort is critical to building the right type of company culture. Some team members are going to be shy and want to be recognized privately, others love to be acknowledged publicly in front of other staff and even in front of employees. This is why it is critical when you hire employees that you understand what drives them to be their best and how they like to be rewarded. Would they prefer a day off or a bonus? Would your employees like a team party or a team volunteering day? If you wanted to surprise your team with lunch, could you put in orders based on dietary restrictions and preferences?
Gamification
Getting to play with dogs is super rewarding, but understanding how to engage employees to go above and beyond and gamifying their roles can be super fun and builds friendly competition. I would typically recommend that you create different games per department so it’s applicable to the role that each person plays within your boarding, daycare, grooming, or training facility.
BINGO
Play bingo based on funny things that happen throughout your day. Below are some examples for both the front desk team and the pet care team in the back of the house.
- I got peed on
- I saw a dog trying to hump another dog
- I practiced group sit and got 5+ dogs to sit at one time
- I sent out customer pupdates to 10+ clients
- I asked 10 customers to write a review
- Customer came 10 minutes before closing
- Customer brings dog into facility not on a leash
- Dog poops in lobby before checking-in
- Someone says “What was that” over walkie talkie
- Checked-in dog over 100lbs
- Dog ate another dog’s poop
- Owner cried when dropping off dog
- Customer asks to see where the pet is staying
Leaderboard
Leaderboard is a great way to build friendly competition for your front desk staff to personalize the pet care experiences and provide amazing customer experiences. In the breakroom, you can put up a whiteboard that displays key metrics for your reservation team. Below are some key metrics that you would want to track on your leaderboard.
- Booked Boarding Appointments with a departure grooming service
- Booked Boarding Appointments with enrichment services
- Asked customers to write a review & they did it
- New client calls that turned into Daycare Evaluations
- New client calls that turned into Facility Tour
- Daycare Evaluation that converted into package purchase
Team Building Events
Having a cohesive team is critical to delivering the highest quality of care for pets in your facility. When your team members get along and have a personal relationship, they are more likely to help each other, have better communication, exhibit more empathy, and are less sensitive to situations where something less than ideal occurs. Being part of a cohesive team also equips your team to take better care of your customers and provide the highest quality of customer service going above and beyond to strengthen those personal relationships.
There are a variety of ways to structure team-building events and mixing it up each month is a great way to improve your staff skills while also meeting the needs of the different personalities within your team. Below are several types of team-building exercises you can utilize to enhance your company culture.
Workshops and Training Sessions:
Regularly schedule training on animal handling, first aid, and customer service.
Social Events:
Organize team outings, such as picnics, dinners, or game nights, to build camaraderie.
Volunteer Activities:
Engage in community service or animal welfare events together.
Team Challenges:
Host friendly competitions or problem-solving games that encourage teamwork.
Feedback Sessions:
Create a safe space for team members to provide feedback and discuss improvement suggestions for customer service, improving workflows for operations, and enabling your team to help achieve the growth goals you have set for the business.
Business Goal Review Sessions:
Every business has goals (even if we don’t write them down), but as a best practice, you should be sharing your monthly SMART goals with your team as they are best equipped to help you achieve and exceed those goals. Reviewing the goals, the why behind the goal, and the progress of achieving those goals is critical to a positive company culture.
Software Training Sessions:
For the pet care industry kennel software, daycare software, grooming software, or training software are designed to make your lives easier. While most companies are using software, I rarely see a company that continues to take advantage of all features and functions that can help improve the customer experience, reduce labor, and improve profits. Software training sessions, especially when you engage with your kennel software provider, allow you to make all staff lives easier and take advantage of the technology that helps manage your business.
Building Company Culture: The Benefits for Your Business
Focusing on building company culture naturally brings the following benefits across all aspects of your business.
Improving Communication
Effective communication is critical in pet care. Team-building activities help improve communication skills among staff members, ensuring everyone is on the same page regarding procedures, schedules, and client needs. When team members communicate well, misunderstandings are minimized, and the care provided to pets remains consistent and of high quality.
Fostering Trust and Collaboration
Trust is the foundation of a strong team. A solid company culture encourages employees to rely on one another and work together more effectively. In a pet care setting, this collaboration is vital. Whether it’s handling a nervous animal or managing an emergency, a cohesive team that trusts each other can handle challenges more efficiently and calmly.
Boosting Morale and Job Satisfaction
A happy team is a productive team. An amazing company culture boosts employee morale by providing a break from routine tasks and offering opportunities for fun and relaxation. When employees feel valued and enjoy their work environment, job satisfaction increases, leading to lower turnover rates. This stability benefits both the business and its clients, as pets and their owners often prefer familiar faces and continuity in care.
Encouraging Problem-Solving Skills
Pet care often involves unpredictable situations that require quick thinking and problem-solving. Team-building activities designed to challenge employees can enhance these skills, preparing staff to handle real-life scenarios more effectively. When team members are adept at solving problems together, they can provide better care for the pets and better service for the clients.
Creating a Positive Workplace Culture
A positive workplace culture is crucial in the pet care industry, where emotions can run high due to the nature of the work. Team building helps create a supportive and friendly environment where employees feel comfortable expressing concerns, sharing ideas, and providing feedback. This openness contributes to a culture where everyone works towards common goals and supports each other, enhancing overall job satisfaction and performance.
Improving Client Relationships
Clients can sense the atmosphere of a business. A cohesive team creates a positive and welcoming environment. Pet owners are more likely to trust and return to a pet care business where they see happy, cooperative staff. This trust is crucial for building long-term relationships with clients and ensuring repeat business.
Enhancing Skills and Knowledge
Team-building activities can also serve as opportunities for professional development. Workshops, training sessions, and seminars can be integrated into team-building exercises, allowing staff to enhance their skills and knowledge. Keeping the team updated on the latest industry practices, animal behavior, and care techniques ensures that the business remains competitive and provides the best possible care.
Strengthening Your Team
In the pet care industry, the quality of service and care provided is directly linked to the strength and cohesion of the team. Investing in building a company culture is not just a nice-to-have; it’s a necessity for creating a thriving, successful business. By enhancing communication, fostering trust, boosting morale, encouraging problem-solving, creating a positive workplace culture, improving client relationships, and enhancing skills and knowledge, team building lays the foundation for a high-performing and harmonious team. Ultimately, this leads to happier employees, satisfied clients, and well-cared-for pets.
