Customer Relationships 101

After grooming for 30 years I certainly cannot say I have always handled customers in the best manner, but I hope I have learned some things along the way that I can pass on to help you with your customer relationships. The following are some brief pointers on establishing a long lasting relationship with your customers. This may seem very elementary but consider it Public Relations 101

• Personal attention:  First impressions are very important. Pet owners are not just bringing their cars in to be washed.  They are bringing a member of the family in for personal attention. It's important to personally meet them and their four legged member of the family. They want to know the person that will be handling their pet and give you instructions for their visit. If you personally are not the one to be working on their pet, introduce them to the person that will be and have them listen to what the customer has to say. This shows that you are interested in them and the attention their pet will receive while in the grooming shop. After the customer has visited a couple of times they will be comfortable in talking to whom ever greets them and leave their pet. But if you have a receptionist  that waits on the customer, always make an effort to say Hi when the customer comes in and Goodby to them.
  
• Listen carefully:  Don't assume that the terms or name of the trim they use are the same as what you call what they want. Especially on their first visit ask detailed questions to make sure you are "on the same page" as them on how they want their pet to look.  Make notes on the grooming instructions or any special instructions or needs. Don't trust your memory even if you have done the pet many times, especially when you are very busy. This again show you care and are interested in giving them personal attention.
  
• Great communication:  A little explanation goes a long way. Tell the customer anything that you notice on the pet while you are working on it. Never neglect to tell them even the slightest thing that happens during grooming, even if it is the slightest scratch, nail quick etc.... This builds trust and confidence in you and your honesty with them. And many times customers discover a condition about their pet because the groomer noticed it first. They really appreciate you paying attention to anything going on with their beloved member of the family so they can give it attention.
  
• Direct mail and email: Most people love it when they receive a reminder in the mail or some other card, especially if their beloved pet passed away. Or notices in an email. It shows you care and appreciate them as a customer.

These are just a few pointers on how to develop a long lasting relationship with your customers. You can also learn a lot more to help you become the groomer everyone asks for by subscribing to the "Grooming Tips Reveraled Newsletter".

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