Grooming is a huge business in the United States — what pet doesn’t love a day of pampurring and a great shampoodle?! According to the American Pet Products Association (APPA), folks spent a combined $5.76 billion on pet grooming & boarding in 2016, and that number is expected to rise by the end of this year. The business of grooming is more than just having the ability to deliver a quality cut for these pooches and felines; pet parents expect a high level of customer service to match. Businesses that fail to create an experience can risk losing customers and may not last long in this market. If you’re in the business of making pets look pawsome, keep these tips in mind for your customers to keep everyone feline fine!
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Open Communication
As joyful a place as you may make your pet salon, a simple wash, cut and blowdry can be a scary experience for an animal. Dogs can get frightened from the stress of being brought into a new environment with people they are unfamiliar with, and may snap at a groomer, putting their owners on the defensive. It can be tricky as all dogs and their human counterparts are different; this is why open communication is key. Without it, you leave your salon open to negative Yelp reviews and the potential to lose business. Before a situation can escalate, it’s imperative that you and your staff become knowledgeable about the causes of pet problem behavior that can occur during grooming, as well as how to effectively communicate with your clients about it. Make sure to listen as well; clients may have questions and concerns regarding the grooming process and it is your job to put both them and their pets at ease.
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Special Treatment
Every customer wants to enjoy a personalized experience — no matter the industry. Get to know your customer’s pets and greet them by their names when they step into your shop. Ask the owner if he or she has a social media page for their pet and make sure your salon page follows them. Create a dialogue between your shop and your customers! Let them in on special deals and treat their beloved furry friends to a treat when they come in; it could be as simple as a homemade pupsicle, a random coupon for a discount or retail item or special accommodations for booking requests. Let clients they are appreciated and that you care for their pets as much as they do. By making an effort, and through these small acts, you will continue to build trust with your clients. Then, hopefully, your happy customers will share their pawsitive experiences with their friends to keep your business growing!
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Education & Advice
No one wants to be told how to raise their child, and pet owners are the same way. But there’s a way to present information to your clients without talking down to them or imply that they may be doing something wrong. By giving them interesting tips and advice, clients will grow to further appreciate the work being done in your salon. Whether it’s a new pet product that may help their pet’s fur to be shinier and softer, or tips to make for a stress-free trip to the groomer, use this oppawtunity to share useful knowledge!