Keeping Clients Coming Back
Developing a good client relationship is mandatory. It's essential to keep clients happy, to show that you care about them and their pets, and to go that extra inning. Showing thoughtfulness comes naturally to almost all animal care workers. That is why you are in this business. Taking that extra step can ensure a strong client/worker relationship. One of those first steps to take is to operate your business on a weekend day or have late hours a few nights a week to accommodate your clients.
Another way to win the respect of your clients is to follow up. “That means dropping an e-mail to a client who just had an in-home consult to see how they and their pets are doing,” says O'Connor.
O'Connor also sends out holiday cards and thank-you notes. “I treat them like I care about them and their animals, which I do,” she says.
Happy clients will often refer you to other customers, so building a positive client relationship is essential to the growth of your business. Following are a few tips on how to keep clients happy:
Set up a client information database. In addition to contact names and the history of pets' visits, include some personal data such as birthdays and anniversaries. You may want to send birthday cards to your clients.
Show them you appreciate their business. Keep a pot of fresh coffee along with hot water and plenty of tea bags in the waiting room. You might want to put out cookies too.
If you have any literature about the latest pet care or if you write your own pet newsletter, have a stack available for clients to read or take with them.
Be available to answer their questions about their pets.
Never take customers for granted, and always show them respect.
By listening to your clients, showing them you care about them and their animals, and being able to answer their questions and concerns, you will keep them coming back. Try your best to always keep appointments on time, and always be courteous. A simple “thank you” really goes a long way.
