When we bought our current home twenty years ago, I visited the local hardware store the first week to stock up on various little things I needed after moving cross-country. I struck up a conversation with the guy at the checkout counter. He introduced himself as the store owner and asked my name. A week later, I popped in to buy something else, and as soon as I walked in the door, he called out, "Hi, Daryl!" I was shocked and delighted that he remembered me. From that day on, if I had a choice between shopping at the local big box hardware store or where they knew my name, guess which place I chose? Following, you will find five simple ways to make your customers feel appreciated.
- Something as simple as remembering your customers' names (or even their dogs' names, which I find much easier!) will make them feel valued. Greet them warmly when you see them. Even if you have trouble remembering names, you can make someone feel noticed. "Hi, it's so great to see you today!" If appropriate, you can add a compliment: "That hat looks great on you!" Remember to make good eye contact and smile.
- Don't forget to greet the pet. Think of how you would feel if you were taking your much-loved dog to be groomed. You would no doubt appreciate having the groomer or a staff member take the time to speak kindly to your pet. Compliment the pet, for sure; that is always easy. "Look at that waggy tail!" or "Oh, such sumptuous ears!" or
even, "You have the most beautiful eyes." - Ask the customer what grooming services they are looking for on this visit. Listen carefully to what they say and repeat it back to them. If what they desire is not possible for this visit, for example, a fluffy cut, but the dog is too matted for that to be a possibility, discuss what options you can offer and then educate them that if they get the dog on a regular schedule, you can give it the trim they want in the near future.
- Take a moment to thank them. Chances are that your customers could choose between several places to have their pet groomed. A sincere thank you to them for choosing you can go a long way. I had a firsthand experience with this when I thanked Jim, a well-known groomer-hopper, for bringing his dog to me. She was a happy little black Cocker and got an easy 7F from her nose to her toes. After one visit, I said, "Thanks so much for letting me groom her. She's a delight." He stopped and said, "No one has ever thanked me for grooming my dog before." He has been a loyal customer to me ever since, paying me thousands of dollars in grooming fees over the past few years.
- Consider calling first-time customers the day after the groom to see if they were pleased with your efforts. Note anything they would like done differently for their next visit. If they have not pre-booked, try to get them to do so now.
Helping your customers feel valued and appreciated is a great way to encourage repeat visits and appreciation for you in return.
