Petiquette Part 2: Greeting Customers
More Petiquette: BE POLITE ON-SITE
- DRESS FOR SUCCESS This is a no-brainer, but I’ll include it for those in doubt. Professional etiquette calls for professional attire. All staff members should be in matching, neat and clean uniforms. (I prefer crinkle nylon smocks and bottoms; they are hair and water resistant, and look just as good at the end of the day as they do first thing in the morning.) Attractive uniforms also make it easier for clients to identify staff members for assistance as well.
- GREET THE PET FIRST When a human client, new or existing, enters the reception area, the greeting process is vital. Train your staff to come out from behind the desk, treat in hand, to say hello; it makes them feel like they are a priority. I also firmly believe it is very important to greet the pet first, instead of the person. These people are entrusting their babies’ care to you; it matters to them if you and your staff actually like pets!
- REMEMBER THE GENDER How many blonde cockers frequent your facility that are named Buffy? Or black labs named Pepper? Snap a digital pic of each pet to be kept on file for employee reference, and clearly indicate the sex of the dog. (Clients love it when you print off their receipt and Fido’s picture is on it too, by the way!) Customers take it as a personal insult if you know the dog’s name but do not know its gender. When a staff member walks out to greet the pet, a discreet pass of the hand under the belly will quickly reveal the forgotten gender.
- NO DEPOSIT NO RETURN No day would be complete at a pet care facility without the deposit of some form of organic matter on the reception area floor. If you remember only one thing from this etiquette article, please let it be this: train your staff NOT to use any of the “P” words that correlate to body functions. Yes, this is important. While you are used to these words as well as these incidents, chances are your clients aren’t accustomed to it. While Mrs. Jones stands aghast in utter amazement that Snowflake has presented a little pile on the floor, take this opportunity to thank Snowflake (in that high-pitched doggie voice, of course) for leaving you a “little gift.” Then, laughingly assure Mrs. Jones that Snowflake wasn’t the first to do such a thing, and chances are he will not be the last, and move on. No “p” words should be uttered. Even if Mrs. Jones says it. Ever. Period. Train your employees to abolish those words from their vocabularies once and for all. (Notice that I got my point across without using any of them?)
- REMOVE ROVER FROM THE EQUATION After the warm greeting, I’ve found that it is much easier to navigate through paperwork or client questions if the pet has been relocated. Politely ask the client for the leash or carrier, and offer a place to sit while you get the pet comfortable in the kennel, cattery, holding cage, etc. This puts the client at ease, and also lets the pet know what is expected as well. And, it conveys to the client that your main concern is the well-being of the pet.
- Upon your return, you will now have the client’s full attention. Keep the fridge stocked with plenty of bottled water, sodas, iced tea and frappucino, and offer it them while you visit. It puts the client at ease, and makes them feel special. Offering guests a beverage in your home is the polite thing to do, and it is no different in a business setting as well. (Have you even been to a lawyer’s office? They sweeten you up with a nice cup of joe before they give you their bill.)
- GETTING CHATTY CATHY OUT THE DOOR When you’ve completed the necessary tasks with your clients, of course you will have the hear a couple of stories about how Billy is the smartest Basset Hound in the world. Grit your teeth; it’s part of the job! We all know that people like to talk about themselves, but they like to talk about their pets even more. Unfortunately, many do not know when to quit. While I think it is very important to visit with the clients to develop a relationship, I think it is also important to know how to politely get them out the door.
If it’s time for Mr. Smith to exit, come out from behind the desk while he is talking and stand next to him. I like to lean on the counter next to the client, as it usually makes them uncomfortable, and they will start moving toward the door. Try it next time you have a “lingerer” and you’ll find that it really works! Also, phrases like “I’d better go out and see if Mr. Tibbles needs to go outside” are effective as well. They convey to the client that you have other duties that require your attention. You can also use vocal cues, such as expressing to them how nice it was that you had this chance to visit with them, etc. That indicates in a polite manner that the chat session is over.
Tags: boarding kennel, customer service, dog groomer, Dog grooming, doggie day care, greeting customers, grooming consultant, kennel consultant, pet business, pet grooming, pet resort, telephone etiquette
