One of the most overlooked but effective revenue-boosting tools is timely and effective outbound phone calls. More business than ever is done virtually with no human contact—but pet care is different. Most pet parents want a personal connection and reassurance that they’re making the right choice. While text and email can complement a good phone strategy, on their own, they’re too impersonal, unreliable and forgettable.

Outbound calls not only foster a better relationship, but they’re also a powerful tool to boost occupancy, streamline operations and maximize revenue year-round. Let’s explore the different types of outbound calls and how to make them work in your company.

New Lead Conversion

A steady flow of new customers is essential to the health and growth of a pet care business. Proactively reaching out over the phone to prospective clients makes a stronger impression, differentiates your business and lays solid groundwork for the customer relationship. So, what kinds of outbound calls can help capture more leads before they’re swept up by a competitor?

• Prospects Who Didn’t Book: Despite your best efforts, some new prospects will inevitably choose not to book for any number of reasons. Maybe they needed to discuss with their spouse or had to double check their vacation dates. These leads are ripe fruit on the vine and will fall off—or be picked by someone else—if you don’t reach for them. It’s worth the time and effort to reconnect with these pet parents, build that ever-important human connection and stay at the front of their minds.
• Event Follow-Up: Did you recently have an open house event, puppy social session or booth at a local fair? These are great opportunities to meet prospects and, ideally, get their phone numbers. Follow-up calls remind attendees about your business, answer their questions and encourage them to schedule future services.
• Evaluation Follow-Up: Not every daycare or training evaluation customer will book a service on the spot. Reaching back out on the phone gives you a chance to address any lingering questions, showcase the benefits of your services and encourage the customer to commit to booking. These proactive calls highlight your dedication to personalized care and can help hesitant customers make confident decisions.

Existing Customer Re-engagement

As a pet care business, you likely have a large database of pet parents who’ve already been exposed to and used your company. Reaching back out with a phone call can deepen their loyalty and encourage them to come back or try your other services. Here’s how outbound calls can leverage your existing customers:

• Special Offers: Special offers can be compelling and useful for any of the types of calls described below. Whenever you’d like a customer to come back or try a new service, consider offering them a special discount or coupon—they’re much more likely to book if you give them an incentive.
• Event Invitations: Invite clients to themed daycare days, holiday events or puppy social sessions to keep your valuable clients engaged with your company. This also helps build your reputation as a fun, engaging and unique place for pets.
• Repeat and Holiday Bookings: Consider calling clients who haven’t visited in a while to invite them to come back—especially well in advance of peak periods like summer vacations or the winter holidays. This lets you be choosier with the types of clients you want to reserve space for over a peak period, such as those who purchase more activities or have young, active dogs.
• Service Cross-Promotion: Customers who already use one of your services are often willing to try others. Familiarity builds trust, so use that connection to encourage them to try additional services, whether it’s lodging, daycare, grooming, bathing or training. Even if they decline, you’ve made them aware of your other services.

Reservation Confirmations

You have several options to confirm reservations: text, email or phone. In a business where trust and communication are critical, texts and emails are generic and too easy to miss in a sea of notifications. Here’s why outbound phone calls are the best choice:

• Obtain Confirmation Easily: You’re more likely to get confirmation quickly and efficiently if you reach out on the phone. This verbal reminder helps prevent clients from missing or canceling last-minute so you can be better prepared and avoid empty enclosures.
• Opportunity to Upsell: A friendly confirmation call is the perfect opportunity to introduce lucrative add-ons, like activity package upgrades or grooming services, enhancing the customer’s experience while supplementing your revenue.
• Communicate Policies: A phone conversation provides the platform to nicely communicate policies, collect deposits and address any questions upfront. This proactive approach enhances the customer’s experience, keeps operations organized and reduces misunderstandings at check-in.

These are just some of the ways pet care companies can utilize outbound calls to create and improve customer relationships. However, it’s not enough to just make calls—they need to be made effectively. Next we’ll explore strategies and best practices to ensure your outbound calls are professional, engaging and impactful.

Making Effective Outbound Calls

The success of outbound calls depends on having the right team, effective tools, a solid strategy and careful monitoring. First, not everyone will excel on the phone, so it’s essential to identify the employees best suited for the task. Some employees will recognize the importance of outbound calling, but others may be more hesitant. A few of your team members may compare it to cold calls—but this can be overcome (or entirely avoided) with the right approach and training.

Ultimately, team members who have been screened and properly trained will usually be the most effective. Why? Training sharpens their communication skills, ensures consistent messaging and reinforces professionalism, all while leading to the best outcomes. To ensure your calls resonate with clients and yield the best results, consider including these strategies in your phone training:

• Personalization: Address clients and their pets by name to make the interaction warm and friendly. Enthusiasm, positive language and affirmations can make the customer feel even more welcome.
• Script Preparation: A well-crafted, standardized script helps ensure consistency and clear communication while leaving room for natural conversation. Provide a copy to each phone team member and ensure they use it faithfully.
• Handle Objections Gracefully: Be prepared to address common concerns and offer solutions. This can often make or break the outcome of the call.
• Focus on Benefits: Highlight how your services will improve the pet’s wellbeing or make the customer’s life easier. Help them visualize the high level of care and wonderful amenities your company provides.
• Daily Calls: Aim to make calls daily, particularly during slower periods, to fill downtime productively and maintain a steady schedule of customer engagement.
• Call Monitoring: Make use of a call-recording service to track the results of your calls, such as conversion, script usage, customer reception and effectiveness of training. This highlights what’s working while identifying opportunities to improve.

Outbound phone calls may seem like a small task, but their potential to increase revenue, strengthen client relationships and support efficiency can’t be overstated. By integrating them into your business strategies, you’ll not only enhance your bottom line, but also your reputation as a trusted and customer-focused pet care provider. It’s time to pick up the phone and watch your business thrive—in even the toughest economies.

Laura Laaman is president of Outstanding Pet Care. If you’re interested in growing your revenues with our proven and guaranteed services, schedule a consultation by calling 1-888-836-8740 or visiting www.outstandingpetcare.com/contact.