Welcome back to Tail Talk: Pet Industry News, a podcast series created with one goal in mind: to support you—the professionals, caretakers, and entrepreneurs shaping the future of pet care.
Whether you’re leading operations, managing a team, or passionate about building a career in this industry, this series is for you. We’ll continue to share lessons learned, spotlight what’s working on the ground, and offer practical insights you can take back to your business or team.
In our newest episode, COO Taylor Wallace sits down with VP of Operations – West Laura Koch for a conversation about what it takes to build a thriving pet care organization—beyond the cuddles. From Laura’s early days as a zookeeper to her leadership at Pet Resort Hospitality Group, they explore the power of operational excellence, team dynamics, and the role of data and education in driving sustainable growth.
If you’re passionate about building a strong team, making informed decisions, and growing in this ever-changing industry, this episode is full of meaningful takeaways. Because at the end of the day, success in this industry isn’t just about loving animals—it’s about how we care for the people, systems, and communities that support them.
Why should you listen?
Because in a service-driven business like ours, operational excellence is what turns passion into impact. Whether you’re running a resort, managing multiple locations, or building your career, this episode highlights how strong leadership, data-driven thinking, and collaboration can lead to real results.
Here’s what you can expect in Episode 2:
Laura’s Journey from Zookeeper to VP of Operation
Laura’s story is proof that the pet industry offers room to grow—and that passion can lead to powerful leadership roles.
The Role of Collaboration in Operational Success
In large, fast-moving organizations, teamwork matters. Laura shares how collaboration drives problem-solving and progress.
Why Data Matters—But So Does Human Touch
Numbers guide our strategy, but the heart of our work is connection. Learn how to balance both for better decisions.
Understanding Customer Segments and Economic Change
Not every client is the same—and neither are their needs. We discuss how to stay responsive and competitive in a shifting economy.
The Value of Education in Pet Care
Training isn’t just a checkbox—it’s a key ingredient in service excellence and staff development.
How Personal Connection Shapes Team Culture
Operational success starts with your people. Laura explains how personal relationships and passion create stronger, more effective teams.
At its core, Tail Talk is about understanding why we do what we do—and how we can do it better, together. In this episode, we explore how operational excellence, when paired with compassion and collaboration, helps us deliver on our promise to pets and their people.
Watch Episode 2 → Beyond the Cuddles on Spotify
Follow for Future Episodes → Tail Talk Show Page
