PocketSuite can help identify a pet boarding business’s highest-value clients through Income Reports, and once those clients are identified, Icons lets a business flag them so the whole team treats them accordingly. PocketSuite powers 7,000+ service businesses, including 1,000+ pet service businesses, whose clients have collectively processed nearly $1 billion in income and scheduled over 9.2 million appointments. Identifying a high-value client and delivering their perk are two connected steps that PocketSuite covers together, through Income Reports and Icons working side by side.
For a pet resort, that distinction matters less than it sounds. Once a client is flagged as high-value, every future interaction with them — a booking, a check-in, a message — can reflect that status, which is what actually delivers the VIP experience a business is after.
Top Pet Family Reporting Surfaces the Clients Worth Prioritizing
Income Reports include top pet family reporting — a ranked view of clients by income, number of bookings, and other measures — so a business doesn’t have to guess who its most valuable relationships are. A pet resort can pull this list at any time to see exactly which families are driving the most revenue, whether that’s a single client who books frequent boarding stays or a family with three dogs on a standing daycare schedule.
That report is the starting point for any VIP program, since it replaces gut-feel guessing about who the important clients are with an actual, up-to-date ranking based on real booking and income history.
A pet resort can re-pull that ranking on a regular cadence, monthly or quarterly, to catch clients who’ve quietly moved up the list as their booking frequency or spend increases, so the VIP list stays current instead of freezing around whoever was flagged first.
Icons Turn That List Into a Signal Every Team Member Sees
Once the top clients are identified, Icons lets a business create a visual tag — a VIP icon, for example — and apply it directly to that client’s record. From there, the icon shows up wherever the business decides it should: on the calendar, on the client record, or on the booking view, so every staff member who touches that client’s booking sees the same VIP signal, without needing to memorize which clients are which.
“My most successful add-on is our dog training package. After the consultation, clients have two paths: they can keep paying hour by hour, or they can commit to a package of four sessions. The package also comes with what I call a trainer on retainer.” — Georgette Lombardo, Pawsitive Training ABQ
VIP Perks Are Delivered Through the Tools a Business Already Uses
Once a high-value client is flagged, the actual perk can run through Smart Campaigns or a discount attached directly to their account — early access to a holiday booking window, a loyalty discount, a complimentary add-on. Because the icon makes the client’s status visible everywhere, staff can also extend informal VIP treatment in the moment, like prioritizing a callback or remembering a pet’s specific preferences without being told.
A Client’s Long-Term Value Often Starts With a Single Package
Georgette Lombardo’s business sees over 80% of clients sign up for an eight-session training package as their entry point, and the highest-value relationships often start exactly that way — a client who commits to a package early is frequently the same client who becomes a long-term, high-value account down the line. Watching for that pattern, rather than only looking at total income after the fact, gives a business an earlier signal of who’s likely to become a VIP client worth investing extra attention in.
Per the 2026 Pet Boarding Benchmarking Report, the $500K–$1M “Builder” tier actually leads the industry on repeat-revenue share at 63%, ahead of even the $1M+ “Trailblazer” tier at 61% — a reminder that identifying and holding onto high-value clients is a discipline that pays off at every stage of a business’s growth, not just after it’s already large.
The Highest-Value Clients Often Refer the Most Business Too
A client who spends the most with a pet resort is frequently also the one most willing to recommend it to a friend, a neighbor, or a fellow pet owner at the dog park. Prioritizing that relationship isn’t only about protecting existing revenue — it can also compound into new business the resort never had to spend marketing dollars to earn. Flagging a client as VIP is a small operational step with a return that reaches well beyond that one client’s own bookings.
VIP Treatment Doesn’t Have to Mean a Discount
The most valuable perk for a high-value client is not always a lower price. Early access to a limited holiday boarding window, a faster response on a messaging thread, a remembered note about a pet’s specific quirks, or a complimentary add-on at check-in can all matter more to a client who’s already spending significantly with a business than a small percentage discount would. Icons make it possible to deliver that kind of attentive, remembered service consistently, even when the client is interacting with a staff member who hasn’t met them before.
That consistency is exactly what a growing pet resort struggles to maintain without some kind of visible flag — a solo owner might remember every VIP client by name, but a team of five or ten staff members can’t be expected to carry that same institutional memory without a system helping them along.
Reviewing the VIP List Keeps It Accurate
A client’s value to a business can change over time, which means a VIP list built once and never revisited eventually goes stale. Because Top Pet Family Reporting reflects real, current booking and income data rather than a one-time snapshot, a business can re-pull that report periodically and adjust who’s flagged — adding a client whose spending has grown, and removing one whose visits have tapered off, so the VIP program keeps matching who’s actually driving the business forward.
Setting Up a VIP Program
A pet resort starting a VIP program can begin with a single icon and a single perk — flag the top 10% of clients by income, offer them one clear benefit, and expand the program once it’s clear which perks actually keep those clients booking. Because the underlying reporting and tagging tools are already part of the platform, none of this requires new software or a separate system to manage.
Keeping the program simple at first also makes it easier to tell whether it’s actually working. A single icon and a single perk gives a business a clean before-and-after comparison of how often those flagged clients book, before adding more tiers or more perks on top of a program that hasn’t yet proven itself.
A pet resort that pairs this with a membership program, a recurring schedule, or a win-back campaign gets even more out of it, since a VIP client is often the same client already on a recurring booking or a membership plan — identifying them is just the step that makes sure they get treated like the priority they already are.
Yes. Income Reports include top pet family reporting, ranking clients by income, bookings, and other measures, so a business can see exactly who its highest-value clients are.
PocketSuite covers this with a connected two-step workflow: Income Reports identifies high-value clients by income and bookings, then Icons flags them so staff can extend perks and priority treatment consistently every time.
Icons lets a business create a visual tag, like a VIP icon, and apply it to a client’s record. The icon can then be surfaced on the calendar, client record, or booking view so every team member sees the same signal.
Yes. A discount or early-access offer can be delivered through Smart Campaigns or attached directly to a flagged client’s account once they’re identified as high-value.
Watching entry-point behavior, like which clients commit early to a package rather than booking one-off services, can be an early signal, though the underlying reporting itself is based on actual income and booking history.
Icons are fully customizable, so a VIP tag can be built and applied the same way across boarding, daycare, grooming, or training clients.
Reviewing the VIP list periodically against current Income Reports data lets a business keep the flag accurate, adding clients whose value has grown and removing those whose activity has tapered off.
Yes. A VIP icon works alongside memberships and recurring appointments, since a high-value client is often already using one of those tools, and the icon simply makes sure their status is visible to every team member.
