What does the future of the pet service industry look like as technology and client expectations evolve? Matthew Kutas, founder and CEO of Republic of Dog, talks about the challenges and opportunities facing pet care businesses today. He discusses how technology can streamline operations without losing the emotional connection at the heart of the work, and why onboarding is a make-or-break process for client trust. Matthew shares insights on staffing, scaling, and the professionalization of the industry. He also explores how pet care intersects with city planning, corporate wellness, and strategic partnerships, pointing to new opportunities for growth.
Main topics:
Technology's impact on pet services
Onboarding as client trust foundation
Balancing scaling with personalization
Staffing challenges and expectations
City planning, condos, and corporate programs
Main takeaway: "Technology should give you more time to do the important things—it should enhance the client's experience, not replace the human connection." – Matthew Kutas
As pet care professionals, we often look to tech to solve our pain points. Scheduling tools, payment systems, even AI—these can save hours of work. But Matthew Kutas reminds us that the point isn't to automate away the heart of our service. Instead, we should use the time we gain to deepen relationships with clients and their pets. Send that personal message. Make that check-in call. Show you care. Because in an industry built on trust, the human connection is what truly sets us apart.
About our guest: Matthew Kutas is the founder and CEO of Republic of Dog, based in Canada. With over 25 years in the pet service industry, he has built and operated businesses in dog walking, daycare, grooming, and boarding, before shifting into consulting and advising. Today, his focus is on how pet services integrate into urban living, condos, and hotels, while also addressing industry-wide challenges like technology, staffing, and scaling. Matthew works with pet care companies, city planners, and property managers to ensure pets remain central in both business growth and community design.
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Full show notes and transcript
Disclaimer: The views and opinions expressed by our guests are their own and do not necessarily reflect those of Pet Sitter Confessional, its hosts, or sponsors. We interview individuals based on their experience and expertise within the pet care industry. Any statements made outside of this platform, or unrelated to the topic discussed, are solely the responsibility of the guest.
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