Alright – so today we’ve got the honor of introducing you to Shannon Rigby. We think you’ll enjoy our conversation, we’ve shared it below.

Alright, Shannon thanks for taking the time to share your stories and insights with us today. Talk to us about building your team? What was it like? What were some of the key challenges and what was your process like?

I was solo in my pet services business for a number of years before I accepted the fact that the workload I was shouldering alone was not sustainable, and scaling my business would be impossible without a team model. There are a limited number of hours in the day, and I was trading hours for dollars and, in the process, diminishing my quality of life. I was running on fumes. I would dread each new client inquiry. I had fallen out of love with this business that had once been a source of so much pride and fulfillment. Because I knew next to nothing about the hiring process, I was nearly paralyzed with anxiety about how to move forward. But I knew that I was teetering dangerously close to burnout, so I dug in and learned everything I could.

My first hire was at the start of the busy summer season. He was a teacher who had full availability during his break from school. Having been the sole face and muscle of the business for so long, I found that delegating was not my strong suit. I put my new employee in the field only when I physically could not be in two places at once. While I was thankful for the extra help, I was still working myself to the bone.

When my employee went back to teaching in the fall, I hired two more people who responded to a post I made on a local community employment opportunities page on Facebook. Because the peak season for our business had passed, I had more time to explore better training methods that made me feel confident that they would be able to handle any issues that came up on the job. I was able to release my iron grip on my business and trust that I had chosen capable, compassionate employees who ascribed to the core values of the company and would make it better with their presence on our team.

Now, a little over a year since my first hire, we have six people on our Puppy Love Pet Sitting team, and we continue to grow. By building this incredible team, I have been able to spend more time working on the business, rather than all of my time working in the business. I have learned a great deal since my first days as a boss. We have systems and processes in place for every step of hiring, from crafting the hiring ad to conducting candidate interviews, from onboarding to training.

Our most successful approach to finding quality candidates is by leveraging local Facebook groups. In these posts, we provide comprehensive information about the job, the ideal candidate profile, and the number of hours available. This targeted approach ensures that we attract candidates who truly comprehend the nature of the position.

To streamline the selection process, we utilize a detailed application that helps us further refine our candidate pool. If an applicant appears to be a strong match for our company, we proceed with an in-person interview to assess compatibility. Following the interview, we made a final determination about the candidate’s suitability and extend an offer for the position if they prove to be the right fit.

While managing a team is not always without bumps in the road, and the learning curve has been steep, I would not trade it for anything. My only regret is that I didn’t hire sooner. Thanks to the unwavering support of my team, we have achieved business growth beyond what I ever could have accomplished as a solo pet service provider.

Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.

My name is Shannon Rigby, the founder and owner of Puppy Love Pet Sitting. After completing my Bachelors Degree in Psychology, I found myself unsure about continuing in that field. Together with my mother, I opened a gift store in Wimberley, Texas. Although it wasn’t financially successful, it led me to a new career path that I hadn’t considered before.

During our time running the store, we often encountered abandoned cats and litters of kittens in our plaza. I found great pleasure in caring for them, trapping them and using my limited resources to get them veterinary care before finding them loving, permanent homes. Eventually, we closed the store, and in the same year, I got married. As my family grew, I decided to explore pet sitting as a hobby.

Once my children reached school age, I established my LLC and dedicated myself to pet sitting full time. Unfortunately, just four months later, the COVID-19 pandemic hit, and my pet sitting business came to a halt. I took on the role of homeschooling my children during this time, but eventually returned to a more stable work schedule. As travel restrictions eased, people started to travel again, and my business flourished.

In 2022, I transitioned to a team model and now have six employees. We are proud to have won the Best of Wimberley award for the past four years. In the last year, I became a Certified Professional Pet Sitter through Pet Sitters International, obtained Pet Tech CPR and First Aid certification, and received my Fear Free certification just last month.

At Puppy Love Pet Sitting, we prioritize being a valuable resource to our community. We believe in the importance of continuing education and strive to share our knowledge with our clients and the community as a whole. Our goal is to provide professional, consistent, and compassionate pet care that exceeds our clients’ expectations. We are grateful for the opportunity to make a living working with animals.

We specialize in dog walking and pet sitting services, which we offer in the comfort of the pet’s own home. We understand that pets are most comfortable in their familiar surroundings. To make things convenient for our clients, we use software with a designated app that allows them to easily request visits, update care instructions, make payments, and receive adorable pictures and reports after each visit. Our dog walks are even GPS-tracked, so our clients can see the exciting adventures their furry friends embark on each day.

How do you keep your team’s morale high?

Since I had limited experience managing a team before I started hiring last year, I took the opportunity to explore what it truly means to be an effective manager. A crucial aspect of this exploration involved understanding what helps me thrive as an individual. I firmly believe that everyone wants to be seen, appreciated, and respected. Therefore, I make it a priority to ensure that my employees know that we all make mistakes and that they will always be given grace when they do. From day one, I emphasize their value and importance to the success of this business. Without their hard work and dedication, we wouldn’t have reached this level of success.

Moreover, I make it clear to my team that we will never put them in a position where they feel uncomfortable. For instance, we do not accept aggressive dogs as clients, and we require clients to have a neighbor as an emergency contact, so our team members don’t have to risk their safety by driving in unsafe conditions. To further show our appreciation, every new hire fills out a Team Member Profile, where we ask them about the ways they feel most appreciated and their favorite things. We strive to reward our team with random thank yous, such as gift cards to local snack shops. Last December, in addition to their holiday bonus, everyone received rechargeable hand warmers.

Recognizing that our team doesn’t have frequent face-to-face interactions, we have implemented quarterly meetings where we can engage in fun activities as a group after addressing business matters. Additionally, we have a Slack channel where we can share enjoyable pictures, memes, funny incidents on the job, weather warnings, and more. This fosters trust and unity among our team members.

Ultimately, we aim to cultivate a supportive, joyful, and positive culture within our business, and we take intentional and specific measures to ensure that this is the case.

Can you share one of your favorite marketing or sales stories?

In February of this year, I had the incredible opportunity to attend the Texas Pet Sitters Conference in Lewisville, Texas. As a first-time conference attendee, I was filled with excitement to connect with fellow professionals in the industry and learn from a lineup of esteemed speakers. One of the speakers who left a lasting impression on me was Dr. Roy Madigan, a veterinary expert specializing in Chagas Disease. Prior to the conference, I had limited knowledge about this parasitic disease transmitted by Kissing Bugs, but Dr. Madigan’s presentation opened my eyes to the significant impact it was having on our beloved pets.

Eager to share this newfound knowledge, I took to social media upon returning home. I wrote a Facebook post detailing the information I had learned and shared it on my business page, as well as our local community page. To my surprise, the post quickly gained traction and went viral! It has been shared by numerous individuals and has reached an impressive audience of over 100,000 people. Even to this day, it continues to be shared.

While the viral post didn’t directly result in a substantial increase in our client base, it solidified our company’s commitment to prioritize continuing education and actively share valuable insights with our clients and community.

Contact Info:

• Website: www.puppylovewimberley.com
• Instagram: @puppy_love_pet_sitting
• Facebook: www.facebook.com/PuppyLoveWimberley
• Yelp: www.yelp.com/biz/puppy-love-pet-sitting-wimberley

Image Credits
Paige Wilks Photography is the photographer for both pictures of Shannon with the yellow Lab (sitting and standing). The rest were all taken by Shannon Rigby.