Lori Mendelsohn Thomas, owner of Wisconsin Pet Care LLC and Wisconsin Poop Cleanup
Company address: 1012 S. 4th Street, Milwaukee, WI 53204
Website: www.wisconsinpetcare.com and www.wisconsinpoopcleanup.com
Industry: Service-animals and pets
Number of employees: 28
Family: Husband, Wes Thomas, and three four-legged family members: Jackson, Bit and Rocket Ship
What inspired you to launch your own pet care business?
“My love of animals and my desire to make them feel comfortable, loved and safe at home. There is a need for top-shelf care with attention to detail, offering lots of communication by professionally-trained and knowledgeable caregivers.”
What kinds of services do you offer?
“Dog walking, vacation pet sitting, cat sitting, trips to the vet and groomer.”
What kinds of pets do you serve?
“Dogs, cats, puppies, kittens, birds, snakes, ferrets, dragons and the occasional fish and turtle.”
How many pets are in your care?
“We have over 1,200 clients with an average of two animals or more per household. Safely speaking, over 5,000 pets. Ideally, we would like to focus just on daily dog walking for busy pet owners.”
How competitive of an industry is pet sitting in southeastern Wisconsin?
“It’s competitive but not cutthroat. Many of us are friendly competitors. When we are full or unable to help a new client, we refer to each other from our network. It’s all about caring for the animals and their wellbeing. Oddly, we don’t see other pet sitting businesses as competitors. Our competitors are neighbors and friends caring for animals.”
What sets your business apart from your competitors?
“Our premier care by amazing caregivers who are all Pet First Aid and CPR certified, our quick communication with our clients, and the attention to every detail imaginable. We ask questions that most people would never think to ask. For example, what does a normal stool look like, is your animal weather sensitive, fear aggressive, just to name a few. My staff is comprised of people from the pet field, not just people who love pets. That is an unspoken prerequisite. They come from training and behavioral backgrounds; from the veterinary field, including professionals such as vet assistants and vet techs; and from the doggie day care arena as handlers, managers and trainers. I also do a pre-interview screening with a 180-question personal profile to test their level of integrity, honesty and work ethic. If they pass this initial test, then we interview them and conduct a criminal background check. I hire a ratio of one to 35 applicants. We then have them shadow three of our present walkers and see if the fit is there on both ends. We look to hire long term as the sitters develop strong bonds with the animals under their care.
Because of this, we have won every major award in the state of Wisconsin-Angie’s List Superservice Award 2012 and 2013, WISN Best of Milwaukee 2012 and 2013 for best pet sitting and dog walking category, and NAPPS Business of the Year-First Runner Up 2012, (National Award) and NAPPS Presents 4 Pets National Award for fundraising in our community!
“We also give back to the community who supports us. We donate to The Wisconsin Humane Society, HAWS and Elmbrook Humane Society. We either sponsor events or hold fundraisers/foodraisers called “Stuff That Subaru,” “Fill That Ford” or “Cram That Caddy,” where we partner with local car dealerships and fill automobiles with food, toys, treats and other items that the shelters are seeking.”
What’s new at your business?
“Our continuing education classes offered to our entire team. We do four annually. They include: ‘How to Read Animal Body Language,’ ‘How to WALK a dog safely,’ ‘Sitter Safety,’ ‘How to Do a Meet and Greet,’ and ‘Client Services.’ We believe you can never stop learning.”
What will be your main challenges in the coming year?
“As we grow, it will be finding the very best employees with outstanding pet backgrounds. I believe that selection and retention are always the main challenge of any business who has employees.”
Do you have a business mantra?
“We do. Basically, always do the right thing, but we run the business and evaluate the team by our core values:
1. Deliver nothing short of Amazing
2. Engage in Positive Relationships
3. Be receptive and Humble
4. Do everything with Kindness
5. Demonstrate Integrity
6. Show Compassion”
From a business standpoint, who do you look up to?
“Apple. Cutting edge, loyal customers, amazing products.”
What was the best advice you ever received?
“Hire slowly, fire quickly.”
What’s the funniest thing that ever happened to you in your career?
“I was doing a meet and greet with a new family. The wife told me her husband would be there to welcome me and she would be there 15 minutes later. When I got there, a man dressed in drag opened the door. I was completely thrown off. If they had told me that he was undergoing gender reassignment, it would have been fine, but I was blindsided!”
What do you like to do in your free time?
“Right now, that’s nonexistent, but my husband and I do animal rescue transport and I love to go to rummage, estate sales and flea markets. We also spend lots of time walking and going to the dog park with our three rescued Standard Poodles. Free time might be an option when we retire! My clients can attest to my emailing them at 4:45 a.m.!”
