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Episode 451 - How to Overdeliver in Your Pet Business: Lessons from Bryan Kurtz and Barry Jacobson
Description
Are you giving your best clients the kind of experience that makes them stay, spend, and refer?
What can Disney, Club 33, and world-class direct marketers teach you about premium pet care?
And how do you build a daycare that doesn't just supervise dogs — but removes worry from their owners' lives?
In this episode, I'm talking about two big lessons I picked up from Brian Kurtz and Barry Jacobson at a recent mastermind in Florida. Brian is one of the true legends of direct response marketing and the author of Overdeliver, while Barry spent decades helping Disney create VIP, luxury, and members-only experiences for some of their most valuable guests.
I unpack how Brian's RFM principle can help you identify your best clients, reward them properly, and create higher-priced services around what they already want. Then I dive into Barry's Disney-style lesson that luxury isn't really about piling on more stuff — it's about removing worry, creating certainty, and making people feel genuinely looked after.
If you want to build a more premium, experience-led pet business, this episode will help you rethink what "overdelivering" really means.
In this episode, you'll discover:
- The Power of RFM – How recency, frequency, and monetary value help you identify your best clients.
- Why Best Clients Deserve More – How rewarding loyal clients creates more referrals, retention, and revenue.
- What Luxury Really Means – Why premium service is less about fancy extras and more about removing worry.
- Building a Fortress of Trust – How great daycare experiences give dog owners peace of mind all day long.
- Where the Industry Is Heading – Why smart operators are moving away from warehouse-style daycare and toward personalised, experience-led service.
If you want work with Dom and join the Dog Daycare Success Academy wait list, head to:
petbusinessmarketing.com/successacademy
Thanks to our amazing show sponsor Pawpal. Find out how their amazing booking platform can save you time and money with your own company branded app! Click here to find out more