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“I can’t get no satisfaction… ’cause I try and I try.” —The Rolling Stones Your customers should never be singing this about your business. One disappointing visit can send them down the street—and that’s not a $60–$100 loss; it’s $4,000–$5,000 over the life of the dog. The Real Secret: Communication Most service failures aren’t about skill—they’re about poor communication. Hearing is passive;&nbs …

The other day my wife sent me on an errand to her salon. When I walked in, I was struck by how polished everything was—the décor, the smells, the staff. The stylists looked like they had stepped out of a fashion magazine: trendy hair, manicured nails, stylish clothes, jewelry. Even though I was out of my element, I quickly realized something: they were marketing themselves. Their business depends on the confidence customers feel the moment they walk in. By showing proof of thei …

We are excited to announce that Tim Blankenbaker has joined Groomer's Choice as our new Chief Executive Officer. Tim brings with him more than two decades of experience building, growing, and transforming some of the most recognized brands in consumer products and pet care. Throughout his career, Tim has held leadership positions with organizations including Campbell's, Hanes, Mars Petcare, Greenies, and Halo Pet Food. In all of these positions, he earned a reputation for driving growth through …

I travel a lot—30 to 40 trips a year for trade shows, client visits, and the occasional golf getaway. Along the way, I meet countless “friends I haven’t met yet.” And every time someone asks what I do, the moment I say “I’m in the pet industry,” the conversation changes. People light up. They tell me about their dogs, cats, childhood pets—you name it. It reminds me of one of the biggest advantages we have in this business: nearly ev …