Your role as manager of your client relations program is to ensure that you first even offer client services (as opposed to pet care services), and to develop a complete menu of client services equal to your complete menu of pet care services. Really. If not, are you saying that the pet is more important than the pet owner? Ironically there are pet groomers out there that unintentionally infer by their words, actions and client services that they are doing a favor for pet owners. Instead of educating pet owners as a in how to better care for their pets as a client service, they instead scold and gossip about these pet owners behind their back.
After 40 years in the industry we’ve surely know of pet owners that don’t take adequate care of their pets, but that was our opportunity to do what do best, see the potential to earn a loyal client who became such through our interest in helping them to better care for their pet. We never judged them for a moment, and instead judge the situation and let loose our superior client services through trained receptionist and manager staff.
We exceed their expectations and instead of creating a human drama focused on the poor pet care heretofore provided by the pet owner, we carefully explained the options available that would resolve the pet’s condition and provide it with comfort and yet meet the pet owner’s demand for a pleasing appearance as well. We then almost surely enrolled them in the convenient Option B appointment scheduling plan and we had a budding responsible pet owner in terms of pet grooming needs.
Your role as manager in client relations is to win the business favor of everyone by knowing that your target market is an entire cross section of your community. With 60% of the households in the U.S. owning a cat or dog, what type of person wouldn’t possibly come through your door. The common ground is the pet and pet ownership. How does your business serve the common ground of the pet owning community besides grooming their pets?
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