Last month, our leader, Eve Molzhon, hopped the pond to be the Keynote Speaker at the Doggy Daycare Business Success Summit in the UK. Here is one of her takeaways from that event.

Curating the Client Experience: Why Pet Parents Deserve More Than Just Great Dog Care

At our dog daycare and training facilities, we pride ourselves on curating exceptional experiences for the dogs in our care. But what about their humans? The truth is, the client experience deserves just as much attention—and it starts long before they walk through our doors.

First Impressions Begin Online

Your website is often the first interaction a potential client has with your business. Is it welcoming, informative, and easy to navigate? Or does it create confusion and barriers to entry?

Checklist for a Client-Friendly Website:

Clear descriptions of services (daycare, boarding, training, enrichment)
Answers to common questions: “Why does my dog need daycare?” “What makes your facility different?”
Mobile-friendly design and intuitive booking tools
Updated photos that reflect your current clientele and vibe
Language that speaks to the pet parent’s concerns—not just logistics

According to Gingr, pet parents are as particular about their experience as they are about their dog’s care. A modern, inviting website builds trust and sets the tone.

Communication That Builds Connection

From email campaigns to front desk scripts, every touchpoint should reassure pet parents that their dog is in good hands—and that they’re not alone in their challenges.

Empathetic Messaging Tips:

Normalize common struggles: separation anxiety, behavioral quirks, lack of structure
Highlight how structured group play or dog school can help
Use inclusive language: “We’re here to help,” “You’re not alone,” “Let’s find the right fit for your dog”

A blog from Revelation Pets emphasizes that daycare offers emotional enrichment, socialization, and behavior support—not just playtime.

In-Facility Experience: Scripts, Verbiage, and Follow-Up

Once clients arrive, the experience should feel seamless and affirming. That means:

Receptionists using relatable, friendly language
Staff trained to explain services in terms of benefits, not just features
Follow-up after visits: thank-you emails, pupdates, or rebooking nudges

Outbound calls and follow-up emails are powerful tools for reengagement, especially when personalized.

Keep It Fresh: Website & Marketing Maintenance

Your digital presence isn’t a “set it and forget it” project. Review your website every 6 months (at minimum annually), and refresh photos, service descriptions, and seasonal offerings.

Ideas for Updates:

Add new client testimonials or success stories
Showcase enrichment activities or themed events
Rotate homepage images to reflect current clientele

Personalized care and regular communication are key to client retention.

Social Media: Keep It Fresh, Fun, and Frequent

Just like your website, your social media presence should be regularly updated to reflect your current services, culture, and community. It’s not just about posting cute dog pics—it’s about building trust, staying top-of-mind, and showing pet parents what makes your facility special.

According to Pet Boarding and Daycare Magazine, daily posts that mix dog photos with educational or behind-the-scenes content perform best. Repetition and stale visuals (same dogs, same angles) can lead to disengagement—so vary your content and keep it playful.

Tips for Updating Social Media:

Rotate featured dogs and staff stories
Share seasonal promotions or events
Post educational tidbits (e.g., benefits of structured play)
Use video and Reels to boost engagement
Create a content calendar to stay consistent

Hootsuite’s 2025 data confirms that consistent posting boosts visibility, but quality matters more than quantity. Two great posts a week outperform 20 mediocre ones.

🧑‍💼 You Don’t Have to Do It Alone

Curating a client experience takes time and intention—but it doesn’t have to fall solely on your shoulders. Hire a virtual assistant or delegate to a staffer who loves this kind of work. Pay them extra or a flat fee for doing this type of work outside of handling the dogs.