Petiquette Part 1: Telephone etiquette
Okay, so the pet care business isn’t the most glamorous career one could choose. Days (and nights) are filled with unpredictable situations and various body functions. However, even though pet care is considered more of a “casual” career, that is no reason to let proper business etiquette fall by the way side. I believe that special etiquette rules apply for pet care facilities because of the personal nature of the business.
It’s no secret that the pet care industry is swaying heavily toward upscale care and high-end services. With this specialized clientele comes higher expectations, not only for the facility and services, but for the staff as well. In today’s competitive pet care market, it is essential to set your facility apart by presenting a well-trained customer service staff. This can be done by utilizing these simple etiquette techniques.
IT STARTS WITH A CALL
- PHONE FRIENDLY Put someone on the phone that likes to answer the phone. Sounds simple, but not everyone sounds welcoming over the phone lines. A ringing phone means money in the bank, so choose wisely.
- ANSWER PROMPTLY Most first-time customers will call with questions about services provided. Create a good first impression with clients by training your staff to answer the phone on the second ring. Answering on the first ring may startle the customer; however three or more rings tend to irritate the caller.
- UNEXPECTED GREETING The best way to get someone’s attention is to react to them in an unexpected manner. When dialing a number, it’s normal to expect the typical “Good Morning, Bob’s Bakery. May I help you?” greeting. Boring, boring, boring. I think it is fun to throw them off track with an unconventional greeting. It will make the customer smile, and it will make your facility stand out: “Thanks for calling Kandy’s Kennels! Happy howls and growls to you!” This will interrupt the expectation of the client, and increase the likelihood of a more meaningful relationship with that customer. A fun greeting also increases the chances of your staff member smiling while on the phone, which is vital. Remember, smiles can actually be “heard” on the phone.
- WHO’S CALLING It is important to ask the caller’s name, and use it throughout the conversation. This shows that you’ve taken an interest in them. And, if you do ask for it, make sure you use it.
- SPEAK CLEARLY Remember your mother’s advice? “Don’t talk with your mouth full?” This includes gum, the last bite of a sandwich, or the end of a pen.
- HOLD PLEASE It is polite to ask a caller’s permission to place him on hold. I also like to tell the caller why I’m placing him on hold. “Would you mind holding briefly while I pull up Fluffy’s file?” And, be sure to thank them for holding when you return to the line.
- LASTING IMPRESSIONS Before ending the call, ask if you’ve answered all of the caller’s questions, and thank them for calling. If you are going to include any other pleasantries, make them sincere. Remember, without their calls, we have no purpose.
Tags: boarding kennel, dog groomer, Dog grooming, doggie day care, grooming consultant, kennel consultant, pet business, pet grooming, pet resort, telephone etiquette
