Episode 175: How Your Pet Business Systems Save Your Profit

I want you to think of all of your pet business systems. Now, think about a time where maybe you told your staff to do something and gave them all of the direction needed to do it but for some reason, they didn't do what you wanted them to do. Do you know what caused the problem? Today I brought on a very special guest, Liz Illg, to share the importance of systems and processes for your pet business. Liz is the Owner of Puff & Fluff Grooming and Pet Sitting with five locations in Phoenix area. Not only has Liz turned her passion for animals into a thriving business, she is an expert when it comes to creating an environment of growth for your business as well. In fact, as an Operational Strategist, Liz specializes in working with small business owners and entrepreneurs. She can assist with everything from streamlining systems to creating manageable training and operational manuals. Liz received her Bachelor’s in Business from Arizona State University and her Master’s in Education from Northern Arizona University. Transcript: This is episode 175 of Bella in Your Business. Hi there, I'm Bella Vasta from Jump Consulting. You might know me from CBS, NBC, Fox, Huffington Post, Entrepreneur, or maybe you've seen me speak on stage or read my book, The Four Dogs That Every Business Owner Needs. In any case, get ready because you're about to get your hashtag Bella Butt Kickin' in this next episode of Bella in Your Business. So what do you say? Let's get ready and jump. Welcome to Bella in Your Business. My name is Bella Vasta, and I want you to recall a time where you wanted your staff to do something. You thought that you actually understood that you gave out all the instructions, but for the life of you, you can’t understand why they cannot just do what you want. Well, today I have a guest who is going to help solve this problem and a lot more that you might not have even realized you had. If you’re in the mastermind, you may have heard of her. If you’ve been to Paradise, you may have met her, but she has been changing pet sitters’ lives left and right the past 60 days. So I had to bring her on the podcast and give her all to you. Without further ado, Liz, welcome to the show. Liz shared that she owns five pet grooming businesses—actual storefronts—in the Phoenix area and has expanded to five locations in the last six and a half years. When we first met, she had just started, with only one location, doing everything herself. She talked about running 12- to 16-hour days and how exhausting that was. When asked how she managed to grow, Liz explained that she was originally the operator—doing it all—but realized that to grow, she needed to delegate. Before delegating, however, she had to document everything. Without documented processes, delegation was chaos. She shared a story about her “nightmare” moment—driving between her first and second storefronts when both managers called her about the same issue at the same time. She was juggling two phone calls, two crises, and realized she had failed—not because her managers were incapable, but because she had no documented processes to guide them. That moment became her turning point. Liz realized that as a CEO, she had to take full responsibility and own the problem instead of blaming her staff. As she grew, it became clear she couldn’t be the answer for everyone’s questions. It wasn’t fair to them or to her. Her team wanted clarity and empowerment, not constant dependency. She began building systems and processes so her business could run without her constant involvement. She explained that as she grew, she wanted to empower people around her—to create a culture where staff felt ownership. Systems should function independently, not rely on constant human oversight. By developing structured training, clear expectations, and standardized systems, Liz saw everything change. Her employees felt empowered and connected, and the culture improved dramatically. We then discussed the difference between handbooks, training manuals, and processes. Liz explained that handbooks and manuals are foundational—they establish credibility and outline company standards—but processes are the step-by-step instructions that make those standards actionable. A handbook might say, “Log into Precise Pet Care daily to check your schedule,” but a process explains how to do that, step-by-step, including where to click, what to check, and how to record notes. She emphasized that creating processes isn’t just about rules—it’s about guiding your team through an experience, just like you do for your clients. Processes can be turned into infographics, videos, or interactive guides because people learn differently. Some are visual, others prefer text or video. Assuming everyone learns the same way sets teams up for failure. We talked about the importance of strategy in developing processes. Liz helps clients define what their ideal process should look like. Often, business owners don’t realize they lack one until they start talking about it. She helps them design experiences for both clients and employees—from onboarding to everyday operations—to make interactions seamless, enjoyable, and consistent. She also shared how she helps pet business owners transform their existing manuals into living, breathing systems by adding assessments, safety protocols, and visual resources. Each business has a “secret sauce,” and strategy brings that to life. Bella shared how, during a mastermind session, they reviewed ten companies’ client signup processes on Zoom. Despite using the same software, some made signups effortless while others made it frustrating. The experience was eye-opening—proving that even when tools are the same, processes determine customer experience. Liz agreed, explaining that internal systems are just as important as client-facing ones. Disorganized internal operations lead to frustration, high turnover, and burnout. A good system makes employees feel supported, confident, and independent. When staff can easily find answers, retention improves. She then talked about bringing processes to life. It starts with onboarding. New hires should be guided through an outline of what to learn, not overwhelmed with a massive handbook. Learning should be interactive, reinforced with ongoing monthly training. She compared it to how we consistently engage our clients—why not engage our teams the same way? We also talked about writing style. Liz explained the importance of technical writing—clear, concise, and action-oriented. Processes should eliminate “word vomit” and emotional commentary. They should be short, specific, and easy to follow. For example, when writing a process for lockboxes, include images, links, and a one-sentence explanation for each step. Employees should be able to follow it without confusion. She reminded listeners that technical writing avoids personal “why” statements or unnecessary flair. Keep it factual and professional—this is not a blog. Anyone should be able to pick up the document and execute tasks accurately, even if the owner disappeared tomorrow. Processes are “living documents.” Businesses evolve, and systems must evolve with them. At least once a year, business owners should review and test their processes to ensure they still work. Updates should maintain consistent tone and clarity across all documents. Bella shared how, when she was in the NICU for six months with her daughter, her company ran smoothly because she had everything written out step-by-step. Liz agreed, saying that documentation ensures survival—whether for vacations, emergencies, or scaling operations. Liz explained that many pet business owners hire her to help with this because she brings structure, technical expertise, and an outside perspective. Her process starts with a kickoff call where clients share their current materials. In just two to three hours, she gathers everything she needs, then creates a complete outline and strategy. Within two weeks, she delivers the first draft. Together, they refine it until it fully reflects the client’s voice, systems, and brand. She also creates infographics and diagrams to make workflows visually memorable. These materials build confidence for training new hires and standardizing operations. Business owners present them proudly to their teams, knowing they now have clear, professional systems that empower others to succeed. Finally, Liz shared her free download—a brain dump exercise that helps business owners identify every “hat” they wear. The list includes accounting, client onboarding, staff coverage, marketing, content creation, culture, cleaning, and dozens more. Once identified, each area can become its own documented process or delegated system. To connect with Liz, visit LizIllig.com or follow her on Instagram @LizIllig. She offers 30-minute discovery calls to brainstorm ideas and build strategies tailored to each business’s unique goals and structure. Bella wrapped up by emphasizing that no two pet businesses are the same. While they share common goals, their experiences, operations, and values are unique. That’s why customized systems—like those Liz creates—are essential. This has been another episode of Bella in Your Business. Please don’t forget to like, subscribe, and tag us online with your biggest takeaways. And remember—when life gets you down, always keep jumping. So what did you think? Did you love this episode? I sure hope you did because I put a lot of love into this for you. The best way you can show me that is by going to iTunes, Stitcher, Google Play, or wherever you listen to your podcast and leaving a review. I just might read it on the next episode. I also want to remind you that when life gets you down, remember to always keep jumping. Thanks for listening.