Missed the 2025 NAPPS Conference? Get the full scoop with us!
Hey pet care business owners! 👋 We're super excited to share our big takeaways from the National Association of Professional Pet Sitters (NAPPS) 2025 Conference in sunny Tempe, Arizona. We've broken down the best bits into a friendly three-part series with practical tips we learned from the conference to help you level-up your pet care business. First, we explore the power of connection for your business; next, we examine digital strategies to drive growth; and finally, we conclude with building a successful team and examining business resilience. Let's dive in!
Part 1: The Power of Connection
We're kicking things off with the power of connection – the impact of not only creating that bond with the pets in our care but also building a strong relationship with their humans. We’ll also chat about the importance of looking after ourselves in this caring profession.
Clara’s "Hospetality" Spark
If you weren’t at NAPPS this year, you missed a spark of inspiration from keynote speaker, Clara Capano of Creating CLARATY, our first speaker. She dove deep into how we can transform our pet care businesses by embracing "hospetality"—a blend of hospitality and pet-centric care. She emphasized that we're not just "pet sitters" but "proactive trusted advisors" to pet parents.
Mindset Shift: From Busy Bee to CEO
Clara urged us to ditch the "just a pet sitter" mindset— stressing that whether you're a solo operator or leading a team, you're a CEO. That means understanding and addressing the core fears of pet parents: "Are you reliable? Will my pet be safe? Can I trust you?"
It’s important to articulate our unique value proposition beyond just the service itself. "Value is the perceived benefit," she reminded us, not just the cost. Clara introduced the "six magic words" to help us articulate the value of our services to our clients: "What this means to you is..."
Self-Care Challenge: Fill Your Own Cup First
Clara's take on self-care was a game-changer: clients are"paying us to take time off" so we can show up as our best selves. 🤯 She emphasized the vital connection between self-care and quality service. Prioritizing sleep, hydration, movement, and mental wellness is crucial for delivering exceptional service. To that end, she challenged us to identify our "zone"—those moments when we feel energized, prepared, and genuine. For Clara, it's about being "energized, prepared, passionate, motivating, and genuine." What are your five words? She emphasized the vital connection between self-care and quality service – prioritizing sleep, hydration, movement, and mental wellness is crucial for delivering exceptional service.
Clara's Business Boosters: Relationships & "Hospetality" in Action
Clara emphasized that building relationships, not just transactions, is the key to a thriving business. Quality communication builds trust. Along those lines, she urged us to "know their story" and to understand what's important to both the pet and the parent. She highlighted the power of personal touches, like leaving thoughtful notes, sending video updates, and even offering unexpected services like laundry or airport pickups—all ways to delight and to strengthen our connection with our human clients by showing how much we care.
Clara's session was a reminder that we're not just taking care of pets; we're building trust, creating experiences, and providing peace of mind. Her energy and practical advice left us feeling inspired and ready to elevate our businesses. So, even if you missed her live, take these takeaways and infuse your business with a dose of "hospitality!"
Jill’s Next Door: From Accidental UK Pet Sitter to NAPPS Pet Sitter of the Year! (And Elevating the Entire Industry!)
Ever feel like you're winging it? Well, even award-winning pet sitters start somewhere! Jill Merjeski, owner of Jill’s Next Door and NAPPS 2025 Pet Sitter of the Year, shared her hilarious and inspiring journey, proving that passion, persistence, and a little bit of "figuring it out" can take you far. Her story is also a testament to the power of connection and community.
Jill's story began with a career change from academia to her lifelong passion for pet care. Like many, she jumped in, eager to learn. And that's where the fun began. Jill recounted her early days, including a memorable online pet sitting course that certified her to... pet sit in the UK! A slight miscalculation, perhaps, but a testament to her eagerness to learn.
This "oops" moment led Jill to NAPPS, where she found the resources and community she needed. She also gained experience on Rover, building her portfolio and tackling a variety of pet care challenges.
In 2017, Jill's Next Door was born, offering dog walking, pet sitting, and some unique services. Jill recognized a need in her Florida market, where beach weddings are popular. Her team ensures couples' furry friends can be part of the big day. Genius!
Jill's services don't stop there. She also offers pet taxi, and drop-in visits for those staying at Airbnb/rentals during their visits. She even added concierge services to set boundaries and get paid for extra tasks like watering lawns. (Because, as Jill pointed out, pet sitters are pet care providers, not gardeners!)
A Heart for Rescue, and a Mind for Community Connection
Beyond her business, Jill is deeply committed to pet rescue and advocacy. She's fostered countless kittens and even helped create a "catio" (a cat patio!) for a local farm, demonstrating her dedication to helping animals in need.
Her Feline Alliance program connects with rescues, provides resources to the community, and offers support to those rehoming pets. Jill's passion for helping animals and her community shines through, and her efforts have not gone unnoticed. She's received awards for her advocacy, proving that doing good is good for business, showcasing the positive connection between community involvement and business success.
But Jill's impact goes beyond individual acts of kindness. She emphasizes the importance of building relationships and elevating the entire pet sitting industry. By showing what a true pet sitter is, Jill and others like her are changing perceptions and gaining respect for the industry.
Jill's Tips for Success (and Industry Elevation!)
Jill's story is full of valuable lessons. Here are a few key takeaways:
- Get Involved: NAPPS and other organizations offer invaluable resources and networking opportunities. Join chambers of commerce, women's leagues, and build partnerships with local rescues.
- Be Creative and Find the Gaps: Think outside the box and offer unique services that meet your community's needs. Look for those "gaps" in your community where you can make a difference.
- Give Back and Build Relationships: Pet rescue and advocacy not only help animals but also build trust and connection with your community. Cultivate relationships with key people.
- Leverage Your Team's Passions: Jill encourages her team to incorporate their passions into their work, whether it's baking treats for strategic partners or creating digital marketing content. This not only benefits the business but also boosts sitter retention.
- Elevate the Industry: By demonstrating professionalism and dedication, you elevate your business and the entire pet sitting industry.
- Don't Be Afraid to Put Yourself Out There: Jill even nominated herself for the Pet Sitter of the Year award! Her point? You have to be your own advocate. And don't be afraid of the smaller awards, they build social proof.
- Find your Passion: Find what drives you, and incorporate that into your business.
Jill's journey is a reminder that success isn't always a straight line. It's about passion, perseverance, and a willingness to learn along the way. And it’s about building a community and elevating the profession through meaningful connections.
The Unseen Weight: Caring for Ourselves and Others in Pet Care
Scott Campbell, a Veterinary Chaplain, and founder of the American Association of Veterinary Chaplains, opened our eyes to the often-overlooked emotional and spiritual challenges faced by pet caregivers, especially those like professional pet sitters and dog walkers who build deep connections with animals.
Scott began by sharing a story about Emily, a dedicated pet sitter. She wasn't just someone who popped in to feed animals; she formed genuine bonds, particularly with Max, a spirited Jack Russell Terrier. When Max suddenly passed away while Emily was on vacation, she was overwhelmed with guilt and a sense of being excluded from the grieving process. Sound familiar? Scott emphasized that Emily's experience isn't unique. Many of us carry the weight of caring, the emotional attachments, and the grief that others might not fully understand. This highlights the deep connection caregivers have with the animals they serve.
The Hidden Grief and Spiritual Care
Scott explained that the emotional and spiritual challenges we face aren’t just about losing an animal; it's about the cumulative weight of caring. He highlighted that pet sitters are "unrecognized caregivers" who form deep bonds but often have their pain go unseen. He also made a crucial distinction: spirituality isn't about religion. It's about finding meaning, connection, and purpose in our caregiving roles.
When you comfort a nervous animal or pet parent, you're providing spiritual care. You're offering stability, comfort, and holding space for both pets and their humans. This work is deeply emotional, and grief affects us mentally, physically, and spiritually. Scott stressed that emotional and spiritual care aren't luxuries—they're necessities.
Understanding and Processing Grief
Scott walked us through different types of grief, including anticipatory, ambiguous, disenfranchised, and cumulative grief. Grief isn't something we just "push through." It lingers and accumulates, and if we don't acknowledge and process it, it takes a toll.
He introduced the concept of "touchstones," suggesting we carry our emotional burdens in a way that sustains us rather than weighs us down. Instead of trying to eliminate grief, we can learn to carry it with less pain. He also clarified that compassion isn't the problem; it's the unprocessed emotions that lead to compassion fatigue.
Building Resilience and Supporting Others
Resilience isn't about avoiding grief; it's about processing it in healthy ways. Scott suggested practices like journaling, creating rituals for closure, taking sacred pauses, spending time in nature, and seeking peer support. He also stressed the importance of setting boundaries and practicing self-compassion.
When it comes to supporting clients, Scott emphasized the importance of recognizing different grieving styles and holding space for their emotions. Instead of trying to "fix" things, we should focus on being present and validating their feelings. He encouraged us to avoid minimizing their grief with well-meaning phrases and to instead offer simple acknowledgments like "I'm here" or "This is hard."
Reflecting and Moving Forward
Scott concluded with a guided reflection, inviting us to connect with a past companion and express gratitude. He encouraged us to consider how we can make small shifts in how we carry our work, our grief, and our care for ourselves and others. This session was a powerful reminder that caring for ourselves is just as important as caring for animals. By acknowledging our emotional and spiritual needs, we can build resilience and continue to provide compassionate care.
And that wraps up Part I of our 2025 NAPPS Conference recap! We've journeyed through inspiring stories, foundational wisdom, and the crucial reminder to care for ourselves. We hope you're feeling as motivated as we are! Remember, building a thriving pet care business starts with heart, passion, and a solid foundation. Check out Part 2 of our NAPPS recap, where we'll dive into practical strategies to grow your business and shine online. We can't wait to see you there!