What Makes a Great Pet Business Manager?

Running a pet-care business is a rewarding experience — but as your bookings increase, so does the need for strong leadership. Many small pet businesses start as one-person operations, and eventually, growth means it’s time to bring in help. Managerial roles as a whole in the pet-care industry, including pet store management or grooming supervisor, are essential for handling this transition.

A dedicated pet business manager can oversee and refine your operations, improve staff morale, and keep customers coming back. As your business grows, there are expanding career opportunities and a clear career path for pet business managers who want to advance in the industry.

Essential Skills for Today's Pet-Care Manager

The job of a pet business manager involves a wide range of responsibilities, from overseeing daily operations to ensuring customer satisfaction and supporting the team. These managers may work in a kennel, a daycare, a grooming salon or shop, each with unique challenges and opportunities.

What makes a great manager in the pet-care world is a combination of leadership skills, setting high standards, and being responsible for both the team and the business. Supporting new managers with comprehensive training is crucial to prepare them for the demands of the role.

Nicky Davis, manager at Classic Kennels Ltd, entered the world of pet-care business management by translating her skills in hospitality to animal care.

"I came from a hospitality background originally, working in bars, restaurants, and hotels but always wanted to work with animals," Nicky said.

She started volunteering at the kennel on her days off, and she was offered a full-time position. Understanding that management isn't just rounding up dogs but involves people skills as well as aided in her success and love for the work.

"It's just so hands-on with the dogs and all of their different characters," she said. "Also, we look after the owners too in some aspects. You actually gain a good bond with the regular clients."

There are many careers in the pet care industry, and managers often have the potential to move into other managerial roles as they gain experience. Effective managers help the business succeed and ensure the team succeed by providing guidance and support. Success in this role requires strong knowledge of the industry, sound decision making, and the ability to adapt to changing situations. Business skills like strategic planning are vital for making informed choices and driving growth. Achieving customer satisfaction is a primary goal for every manager.

Being open to new ideas and digital tools helps today's managers stay innovative and responsive to market trends.

Communication is key, and active listening and clear communication are essential skills for building trust with staff and clients. Knowledge of grooming and animal care is also important for managers in this field, even if they're not doing the hands-on work every day (thought chances are, they will be!).

Daily operations involve managing tasks, employees, and working hours, including working hours inside the store environment. Maintaining consistency and quality across all aspects of the business is essential.

Leadership Skills that Make a Great Manager

Every aspect of the manager’s role matters, from operations to team leadership. Creating a positive environment for both staff and clients fosters loyalty and satisfaction. Understanding each team member and promoting understanding within the team strengthens collaboration. Customer service skills are a must for managers to exceed client expectations. Finally, handling responsibilities effectively is critical for business success and long-term growth.

1. Empathy and Compassion 

In any pet-care business, empathy is the foundation of success. Great managers show compassion for pets, staff, employees, and clients alike. They recognize that animals — and people — each have their own needs, emotions, and stressors. Understanding each team member's needs and motivations is essential for building a cohesive and motivated team.

How to nurture empathy:

• Model calm, caring communication with staff and pet parents.
• Provide emotional support during challenging situations (such as pet illness or loss).
• Incorporate empathy and customer service training into ongoing education.
• Practice active listening with both staff and clients to better understand their concerns and needs.

A compassionate environment builds trust, boosts client loyalty, and helps your team deliver the best possible care. A good leader uses empathy to foster a positive environment, which leads to higher customer satisfaction. Compassion is also vital in animal care, ensuring pets receive the attention and understanding they deserve. Showing empathy towards employees, as well as clients and pets, strengthens relationships and supports a thriving workplace.

2. Organization that Keeps Operations on Track

Pet-care businesses thrive on structure and consistency. From managing appointments to tracking client records and staff schedules, organization ensures that everything runs smoothly — even on your busiest days. Efficiently managing tasks and responsibilities is essential for keeping operations on track. Strong time management skills help prioritize duties and increase efficiency. Handling responsibilities effectively ensures smooth day-to-day operations.

A great pet business manager should:

• Use digital tools to streamline bookings, check-ins, and check-outs.
• Keep accurate records of pets’ vaccination dates, preferences, and emergency contacts.
• Plan staff schedules strategically to balance workloads, coordinate employees and team member working hours, and maintain consistency in daily operations.
• Apply sound decision making in organizational planning to optimize workflow.
• Recognize that the job of a pet business manager involves organizing operations and overseeing all responsibilities.

3. Adaptability = a Must

In pet care, no two days are the same. One morning you may be at capacity with a lobby full of barking dogs and puppy accidents, the next you might have to deal with a power outage or inclement weather. The ability to adapt to change is essential for professionals in this field.

Great managers stay calm under pressure, problem-solve on the fly, and maintain a positive attitude even when plans change. Handling difficult situations with calmness and effective problem-solving is key. Being adaptable helps both the business and the team succeed, especially when facing unpredictable challenges.

Openness to new ideas allows teams to respond to evolving needs and market trends. Strong decision making is crucial in unpredictable situations to ensure the best outcomes. Maintaining a positive attitude during change builds owner and team confidence. Adaptability truly does matter for long-term success. Adaptable leaders provide the support and guidance needed to help their teams succeed.

To build adaptability:

• Create standard procedures for emergencies and unexpected events.
• Empower managers to make decisions confidently within your business values.
• Offer regular training on new safety or care standards.

Adaptable leaders help their teams stay grounded when challenges arise — and clients notice!

4. Communication that Builds Team Trust

Strong communication is one of the most important pet business manager skills. Clear communication and active listening are essential in both team and client interactions, ensuring everyone understands their roles and that client expectations are met. Strong communication also supports customer service skills, helping to build trust and exceed client expectations.

Effectively communicating with employees and each team member fosters a positive work environment and enhances collaboration. Good communication leads to better understanding within the team, improving relationships and overall performance. Additionally, communication plays a key role in developing leadership skills, enabling managers to guide their teams and adapt to challenges.

Tips for strong communication:

• Host short, regular team check-ins to align on daily priorities.
• Encourage open feedback and celebrate wins together.
• Use notes or internal tools to document important updates about pets or clients.

When managers communicate effectively, teams perform better — and pets receive more consistent care.

5. Business Savvy + Customer Focus 

A pet business manager isn’t just an animal lover — they’re also a strategic thinker. Customer satisfaction is crucial for business success, as it builds loyalty and positive experiences. Strategic planning is essential for managing a pet business and driving growth. Effective decision making helps balance customer needs with business goals. Industry knowledge is vital for strong business performance.

No matter how passionate you are about animals, business skills truly matter for long-term success. Business savvy enables your company to succeed in a competitive market. Maintaining high standards in customer service is key to building trust and confidence. The responsibilities of a pet business manager include overseeing operations, staff, and ensuring excellent service.

Encourage your manager to:

• Monitor key performance metrics like booking rates and repeat visits.
• Look for opportunities to increase revenue through retail sales or package deals.
• Use data from reports in your pet-care business software to make informed decisions.

When your manager understands both customer service and profitability, your business thrives from every angle.

Onboarding and Supporting Your Manager

When hiring a new manager, invest time in proper onboarding and training. Comprehensive training is essential to ensure new managers are fully equipped with the knowledge needed for success in all aspects of the business. Training programs should include key areas such as grooming and animal care to build technical expertise.

Onboarding should also support long-term career growth by providing opportunities for professional development. Integrating new managers with employees fosters teamwork and a positive work environment. Thorough preparation enables managers to handle their responsibilities effectively, ensuring smooth operations and client satisfaction.

Steps for success:

1. Shadowing: Allow time for observing staff and workflows.
2. Documentation: Provide written SOPs, employee handbooks, and software access.
3. Mentorship: Schedule weekly check-ins during the first three months.
4. Technology training: Walk through the features of Revelation Pets early on.

This structured approach helps your new manager hit the ground running.

Tools That Make Management Easier

Even the best manager can’t do it all alone. The right software solutions can simplify their workload and improve efficiency.

With Revelation Pets, managers can:

• Automate appointment reminders and invoices
• Manage team schedules with ease, including tracking employees and their working hours
• Keep client and pet information organized in one system
• Monitor key performance insights through detailed reports
• Streamline daily tasks and manage responsibilities more effectively

These features improve time management, help in maintaining consistency and quality, and allow your manager to focus on delivering excellent service and care. After all, a great pet business manager blends heart and leadership — combining empathy for animals and people with the organization and business skills needed to keep your operation thriving.

By providing clear expectations, solid training, and the right software tools, you can empower your manager to lead confidently and help your pet business grow sustainably. Simplify operations. Grow your pet-care business. Try Revelation Pets free for 14 days!