When potential customers contact you, their first interaction with your business will set the tone for how they perceive you. This perception will be built upon with every point of contact they experience. Let’s look at a typical customer/groomer experience.
- A customer is looking for a pet groomer and finds your listing. They call you and get your voicemail because it is not during business hours or you are working and unable to answer the phone in person. What do they learn from your message? Ideally, your message will be clear, concise, and informative. The person should understand who they have reached, your business hours, and when they can expect to hear back from you.
- When you first meet this customer in person, what do they see? While groomers have a little leeway in how they dress (our jobs are too messy for typical business attire) to be perceived as professional, your clothes should be clean, not wrinkled, be as flattering as possible for your body type, and be in good repair.
- Greeting a new customer for the first time should include good eye contact, a welcoming smile, and a handshake, if appropriate. (Covid put a crimp in handshaking protocol that has lingered.) After greeting the human, speaking to and making warm contact with the pet will go a long way towards helping the person feel comfortable leaving their beloved animal with you.
- Be clear about what the customer expects from your service, and ensure they understand what you can deliver. This means if they bring a matted dog to you that you are confidentwill go home with a smooth haircut, don’t let them leave thinking they will be picking up a fluffy pet. Avoid vague terms like “I will do what I can.” If the dog must be shaved, make sure that they understand why and have an image of what the pet will look like.
- Deliver the service promised on time. If something happens that changes the time you agreed upon, communicate that as soon as possible.
- Maintain a clean, odor and clutter-free workspace.
- If you communicate via text message, keep correspondence short, clear, and businesslike. Your personality can shine through, but remember that all messages should reflect professionalism. (As a child, my parents taught me, “Never put anything in writing that you wouldn’t want read aloud in a court of law.” It’s still good advice!)
- When delivering the pet to the customer after grooming, ask how they think it looks. Suggest that they reschedule to secure an appointment at their preferred time.
- Take a moment to compliment something about the pet and thank the customer for bringing it to you for grooming. Ending the visit with a positive word and gratitude is an excellent way to wrap up the visit.
Presenting yourself as a professional during every aspect of your interactions with customers will go a long way toward earning their respect.
