Think Tank

By Fernando Camacho

Turquoise uppercase letter O dropcapne of the biggest problems with this industry is that you spend almost no time with the person paying you for your services. You get to hang out with and take care of their dogs all day, but they can’t go home and rave about how much fun they had, how nice everyone is or how going to your facility has greatly improved their confidence.

You also don’t get many opportunities to deepen your connection with your client base. Instead, you get a quick 30-60 seconds with them when they drop off and pick up their pooch. And that’s not nearly enough time to create an emotional connection and move to a more personal relationship, which increases brand loyalty and customer satisfaction.

Building strong connections with customers is essential for the success of any business, but given the limited customer facetime for dog daycare and boarding businesses, it’s even more critical.

Here are seven ways you can develop better connections with your customers:

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Personalized Services.

Every dog is unique, and understanding the specific needs and preferences of each furry client is crucial. By remembering important details about the dogs, such as their favorite toys or playmates, and tailoring their experience accordingly, you can demonstrate your commitment to their well-being.

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Communication.

Maintain open lines of communication with pet owners, updating them on their dog’s activities, behavior and overall well-being during their stay. Sharing a monthly newsletter, sending photos and messages, as well as providing details of how their dog is doing at each visit can reassure owners, fostering trust and putting their mind at ease.

Encourage feedback from customers about their experiences with your services. Listen to their suggestions and concerns and take them seriously.

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Transparency.

Be upfront about your facility’s daily operations, safety measures and protocols, as well as any issues or incidents that a customer’s dog is involved in. Be honest with what’s happening behind the scenes and share appropriate information with customers.
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Customer Feedback.

Encourage feedback from customers about their experiences with your services. Listen to their suggestions and concerns and take them seriously. Demonstrating your willingness to improve and adapt to meet their needs can go a long way.

If done right, social media can help you build an online community of dog lovers, which can enhance your brand’s reputation and strengthen your customer relationships.

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Staff Training.

Staff members who are friendly, empathetic and passionate about their work can also make a significant difference in the overall customer experience. Teach your staff how to speak with customers and how to share information in the right manner.
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Social Media Engagement.

Use social media platforms to interact with customers. Social media is not just for broadcasting; it is supposed to be interactive. Engage in conversations and respond promptly to inquiries and comments. If done right, social media can help you build an online community of dog lovers, which can enhance your brand’s reputation and strengthen your customer relationships.
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Responsive Customer Support.

Make sure you are making it easy for people to contact you, get questions answered and any issues addressed. Quick resolution of issues or concerns can turn a potentially negative experience into a positive one, further strengthening your relationship.

The deeper you connect with your human clients, the more a part of your business they will feel, the happier they will be and will remain long-term customers. You want to strive to move your relationship from a transactional one to an emotional one. If you do that, you’ll have an epic business that no one can compete with!

Fern is the founder of Overdog Digital, a digital marketing & consulting agency that helps dog daycare and boarding facilities attract, convert, and keep more customers by creating winning marketing campaigns and providing the business guidance to build momentum and spark long-term growth. Fern also has programs to train daycare staff, is a dog behavior consultant, and has a dog training business in New Jersey. He is the author of eight books and a popular speaker at national conferences and private events. To join The Dog Daycare Business Think Tank or ask a question, go to: www.facebook.com/groups/dogdaycarethinktank

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