Have you ever wondered how you can make your pet business really stand out from the competition and have your clients not only coming back for more – but talking to their friends and family about how much they love your business and services?
Let me tell you about my very special (and delicious) approach.
Yesterday I took my office dog Alfie to our usual K9 Nosework class. It was just another training session, same trainer, same location, nothing out of the ordinary.
Only one thing was different.
And that one tiny little thing made all the difference in the world for Alfie – and it could do for your pet business clients too.
Here’s how the magic happened.
Score Brownie Points
I usually bring some chopped up cheapie hotdogs for Alfie, but this time around I brought some leftover roast chicken as a reward, and holy woof did he love me for that.
I didn’t notice it so much in class because he is always super enthusiastic there anyway. But as we were walking home he kept turning back to me, heeling perfectly by my side with a big doggie smile on his face, hoping to score a little more chicken.
He kept this behaviour up for thirty minutes.
Thirty minutes of heeling is a very long time in dog years!
Okay, so what does all of this have to do with your pet business you might ask.
Watch them Come Back for More, Again and Again
By surprising and delighting your clients before, during and after your service sessions you set yourself apart from your competition, score brownie points and build a clientele who adore you and keep coming back for more
Let me give you two examples to illustrate the difference a little care and attention during your service process can make.
Dog Groomer Number 1 – No Nonsense, Easy Peasy Service
Dog groomer number one welcomes a first time customer, signs them in and grooms their dog. Then the pet parent picks the dog up, pays and leaves.
Dog Groomer Number 2 – Love, Care and Attention Every Step of the Way
Dog groomer number two sends an email the day before the first appointment and welcomes the customer to their salon, gives parking directions and a couple of tips on how to prepare their dog ahead of the grooming session.
Then on the day of the appointment they greet the dog and owner by their names as they arrive and the dogs gets a belly rub and a cookie. They sign in, and discuss the haircut in detail.
When the dog is ready for pick up, the groomer talks the pet parent through the haircut, and mentions where they found knots and matts so future matts can be avoided.
Then the dog and owner are given a small goodie bag with free food and treats samples from the store, a small squeaky toy, vouchers promoting products that the groomer sells + a referral voucher where the pet parent is invited to refer a friend and get a discount at their next visit.
The following day the pet parent receives a thank you email, or social media mention with a cute photo of their dog being groomed.
– Which dog owner do you think is most likely to come back by the time their dog needs another haircut?
– Which dog groomer do you think the pet parent is more likely to love enough to recommend to all their dog friends in the park? Or share the photo on their Facebook wall?
Easy choice, right?
Standing out from the competition & get clients who love you
Whether you’re a dog walker, groomer or trainer – standing out from the competition is all about delighting and surprising your clients at every stage of the buying process. You just simply need to show that you care about their pet and their business.
Trust me, most of your competitors are not doing this right now.
Of course it’s not all about giving away free products. Emails, texts, photos are all free and can help build a relationship with your clients as long as the message is coming from a place of love and genuine care for their fur baby.
When I worked as the marketing manager for a doggie spa in London, the favourite part of my job was to meet and greet first time customers – and to send them off with their goodie bag and beautifully groomed dog in tow when they were done.
And guess what – they always came back wanting more
Now it’s your turn – how can you surprise and delight your dog walking or grooming clients before, during and after their service?