There is an unfortunate lack of Federal and State regulations in place to guide and oversee the operations of pet funeral and cremation services. It has created a void in oversight, leaving pet parents vulnerable and concerned about finding a reputable pet cremation provider. Even veterinarians are unaware of what can happen behind the doors of crematories. Amidst the struggle to find a suitable pet cremation provider, there shines a beacon of hope in the form of Pet Passages®, dedicated to providing compassionate and dignified care to beloved pets. As North America’s largest independently owned and operated provider, Pet Passages® has become a trusted name for families and veterinarians for professional and compassionate after-life pet care. Established by Mike and later joined by Andrea Harris, Pet Passages is the innovator that raises the bar and establishes the benchmark for quality in after-life care.
Mike Harris: The Leading Man
Mike Harris, the Founder and CEO of Pet Passages®, is a third-generation licensed funeral home director. He worked in his family’s funeral home for approximately 25 years. After losing his two beloved dogs, Hannah and Luke, he realized that there was no service available for the high level of care and empathy that pets and their owners deserve.
With his education, training, experience, and family heritage, Mike’s passion for caring for his own dogs drove him to improve the quality of after-life care for all pets and their pet parents. Leading the mission with his background and business experience, he established his first pet funeral home and crematory in 2009. Because of the great success that came with that, he decided to establish Pet Passages® in 2011 as a nationwide initiative, as a franchise model, to provide the necessary support to more pet owners during this difficult time.
Funeral Roots of Pet Passages®
With his third-generation licensed funeral director legacy, Mike shapes Pet Passages® as he translates human funeral care principles to pet after-life services. As a funeral director, he guides people through after-life care, conducts funeral services, and aids in helping the family to memorialize their family member. Reflecting the same tradition, Pet Passages® supports pet parents with the same respect and devotion as human funeral practices.
From Grief to Purpose
Hannah and Luke were Mike’s fur babies and his best friends. Losing them was a heartbreaking experience for him.
Mike wanted to honor and memorialize his beloved pets, just as he would any family member. He asked a lot of questions of his veterinarian regarding the care they would receive. None of his answers were acceptable to him as a funeral director and devoted pet parent. He traveled the country to understand the options available for dignified after-life care but found consistency in the lack of transparent services.
“Losing my pets was devastating, and the aftercare services I found were outdated and impersonal. I knew then that this needed to change. This fueled my passion to create Pet Passages® and make a difference for every pet parent,” he shares. Our teams focus on providing pets with respectful, dignified care, honoring their mortality, and bringing peace to grieving families. Further, Pet Passages® trains all franchisees as certified Pet Funeral Directors, something no other company in the country offers. Mike’s business model ensures that every franchise operates with the highest level of care and quality.
Mike’s Funeral Service Legacy: Setting New Standards
Mike’s professional training in funeral services profoundly shaped Pet Passages®’ approach to pet after-life care. Drawing parallels with human funeral practices, he notes strict regulations in place for identification and chain of custody procedures. As Mike shares, “We do not freeze our human family members. They are always handled with the utmost care and respect. There are also strict regulations to follow in human crematories. On the pet side, I found there were no processes or procedures in place anywhere that brought me any sense of peace in any of these aspects.”
These are the changes he decided to make for Pet Passages® to be a differentiator and market disruptor. “As professionals, we feel it is our responsibility to educate veterinarians and the public,” he further adds. This ethos positions Pet Passages as the innovators of after-life care today.
Unplanned Growth
Mike had not anticipated his first business, Pet’s at Peace, would be the catalyst to creating a nationwide franchise when he launched it in 2009. He credits the Pet Passages® brand’s notable growth to a higher plan, expressing his gratitude for the success.
Pet Passages’ Operational Principles
First, transparency defines the Pet Passages®’ operational DNA. Mike’s proprietary software, the first of its kind, involves pet parents in every aspect of their loved one’s care. Furthermore, the team adheres to strict protocols for identification, tracking, and chain-of-custody procedures to ensure dignified care in every Pet Passages facility. Here, it is all about honoring the bond between people and their pets and providing the compassionate care Mike would have wanted for his own beloved pets.
Ensuring Consistency and Professionalism
Every franchisee needs to participate in the training program at the Pet Passages® Learning Center and Corporate Headquarters. Upon completion of the program, they become Certified Pet Funeral Directors and are required to run their business the same way we run ours. This ensures consistency and continuity throughout the brand. “Regular communication, training, Zoom meetings, and visits keep everyone informed, educated, trained, and accountable. Our franchisees frequently communicate with each other and have developed a sense of family,” Andrea adds.
Transparency as a Foundation
For Mike and Andrea, transparency is paramount for building trust with grieving families, serving as the foundation of the Pet Passages® philosophy and guiding their approach to after-life care.
Scaling with Heart
According to Mike, “scaling a service-based business on trust and personal care is a challenge, but Pet Passages® mitigates this by implementing a strict vetting process for franchisees, ensuring alignment with the company’s core values.” With a focus on servants’ hearts over profits, the brand prioritizes compassion and care. Mike and Andrea further assert, “Money has never been or will ever be our motivator. That philosophy eliminates most of the challenges.”
Evaluating Potential Markets
Mike evaluates potential markets and franchisees through their growth and accessibility, with a vision for every pet parent to have access to a Pet Passages® location. Considering all markets as potential opportunities, the brand creates and protects franchisee territories tailored to their desired service areas.
The Remarkable Milestones in the Journey
According to Harris, the most pivotal milestone was building the support systems and adding the team members to drive franchisee success. This strategic move has empowered the company to simplify location sourcing, zoning, permitting, and facility buildouts. This has streamlined the entire process from 10-12 months to just 4 5 months. This, in turn, ensures brand consistency and faster ROI for franchisees. The addition of an advertising and marketing team specializing in the pre and post launch of a new location has also paid off, with the last three locations breaking even on operating expenses within two to three months of opening.
Core Values that Define Trust
Pet Passages® is guided by the core values of dignity, respect, compassion, transparency, and integrity.
The Future Outlook of Pet Passages®
Mike Harris states that Pet Passages® will continue to innovate, enhancing the after-life care experience for both pet parents and veterinarians. Their goals include becoming a vital partner for veterinary practices and facilitating seamless transfer from medical care professionals to after life care professionals. Their second, and equally important goal, is to be the brand that every pet parent turns to for after-life care for their beloved companion pet. With ambitious expansion plans, Pet Passages® aims to have over 100 locations across the US and Canada within 5-10 years.
