AI is changing the way pet resorts handle customer communication, but where’s the line between helpful automation and losing the personal touch that makes your business special? In this episode, Fern breaks down the real-world pros and cons of AI receptionists for dog daycare and boarding businesses. From missed calls and after-hours lead capture to customer trust and staff burnout, you’ll hear what’s actually working inside pet resorts right now — and where owners are getting it completely wrong.

This isn’t a “replace your staff with robots” conversation. It’s a practical look at how smart operators are using AI to support their teams, improve response times, and create a better customer experience without sacrificing hospitality. Fern also shares the biggest mistakes facilities are making with automation, why some AI systems frustrate customers instead of helping them, and how to build a hybrid model that protects both your brand and your team culture as technology continues to evolve.

In this episode of the Overdog Podcast, we’re digging into the small habits that quietly separate thriving pet resorts from the ones constantly stuck in chaos. It’s not about massive overhauls, expensive software, or flashy marketing campaigns — it’s about the little things your team does every single day that shape customer loyalty, staff culture, and long-term growth. From creating stronger emotional connections with pet parents to building a more aligned and motivated team, this conversation breaks down how consistency beats intensity when it comes to running a successful business.

We also get into the habits owners need for themselves — because burnout, reactivity, and constantly putting out fires will eventually catch up with you. If you’ve ever felt like you’re working nonstop but still not gaining momentum, this episode will challenge you to rethink where real progress actually comes from. None of these habits are complicated, but stacked together over time, they can completely transform the way your business operates.

Not every day in pet care is easy—and this episode goes straight into the situations most owners hope never happen. Joined by industry veteran Rich Schlatter, we dig into the uncomfortable but necessary side of running a dog daycare or boarding business: the moments when things go wrong and the pressure is on. It’s not about avoiding every problem (because you can’t), it’s about whether you’re actually ready when something serious hits.

Rich brings over two decades of real-world experience to break down how strong operators think, prepare, and lead in high-stakes situations. From handling intense client interactions to navigating true emergencies, this conversation is all about building the kind of business that can take a hit and keep moving. If you’ve been putting off thinking about worst-case scenarios, this episode will change that—and probably make you rethink how prepared you really are.