Finding new customers to come to your business can be an effort as well as a bit of a gamble. Each new dog presents its own challenges, which are unknown until you complete a grooming. Itmakes good sense to take steps to keep the customers you already have. Returning customers offer the following benefits to a small business:
- Once you have groomed a dog for the first time, you have a good idea of what to expect regarding temperament, coat type, behavior, and grooming style, which will help you plan how much time you will require to groom the dog on each visit.
- Existing customers can be encouraged to pre-schedule their next appointment (or multiple appointments.) This makes maintaining a full calendar easier and reduces time spent taking or making calls to reschedule.
- Pre-scheduling customers allows you to get them on an appropriate maintenance schedule, making your work easier.
- Repeat customers are likelier to refer your business to friends and family, and word-of-mouth referrals are worth their weight in gold for a small business.
You can take steps to encourage customers to bring their pets to you again after their initial visit. Beyond doing your best to groom the dog to the customers' liking, you can: - Thank them for their business when they pick up their pet. You may be surprised at the reaction. Something like, "Thanks so much for bringing Honey to us today!" can positively impact a first-time visitor. Offer a sincere compliment about their pet. Let them know what you enjoyed about grooming their dog. Think how happy you feel when someone says something positive about your beloved animal. Compliments are free, and it's almost always easy to think of something nice to say about an animal.
- Take photos of each pet and ask the customer if you can post the pictures on your social media. Most people are delighted to see their freshly groomed dog on the internet and will share the image with people they know.
- If you have a social media presence, keep in contact with your customers by adding helpful content. Anything from seasonal tips to cute pet-related memes and photos of your work will keep your business on the customer's mind and help them feel connected.
- Call the day after their first grooming and ask if they were satisfied with your work. Ask if there is anything they would like done differently next time, explaining that you'd like to take notes while it is fresh on both of your minds. Then, do take notes accordingly. Ask them if they would like to schedule their next visit to secure the date of their choice.
Building a loyal customer base is the foundation of a thriving business and will make your daily schedule more consistent and predictable.
