The Importance of Great Customer Service When you get into grooming or start thinking about the idea of grooming dogs, you might not think that customer service is very important as you work with dogs, but customer service is vital in business and that includes dog grooming.
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ustomer service will win or lose you your client base no matter how well you groom. You need customer service to listen and understand what the client is asking you to do, to inform the client of realistic expectations and create a working relationship with the client to retain clientele. Customers are always right is the famous saying, but actually in my experience I find that most customers have little idea about what they want or how to achieve it and really like to hand their dogs over to a groomer who is educated not only on the dogs clip but the health, welfare and who
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communicates in an empathetic, friendly and educated way. Many clients want to learn from you about their dog’s health, skin, diet etc remember you can only advise on what you’re qualified in so if you don’t have the qualification you should refer to somebody who does. It’s important to establish rapport and a relationship with your clients. Once they engage and communicate about their pets, so perfect and natural opportunities will open up to encourage them to purchase more of your services and products. For example when you go to somebody for a service and you have
an attentive and positive experience you want to return there. However, if you approach somebody and they don’t know or are unwilling to find out, are cold towards you or even rude, you wouldn’t want to return and will probably tell a few people on the way home or your friends about your bad experience and so a bad reputation can be established quite rapidly. So how do you build up a positive working relationship with your clients and maintain your clientele? First impressions are everything always greet and acknowledge your clients with a warm welcome and smile (even if you’re having a nightmare
