Petiquette Part 3: Tips for written correspondence
WRITING RIGHT
- IT’S OUR POLICY To attempt to “politely” enforce rules seems like an oxymoron. However, utilizing positive phrases to encourage client compliance is very productive. “All pets MUST be on a leash” sounds very abrasive next to “Please help us keep your pets safe by keeping them on a leash”, don’t you think? When presenting written policies to clients, always use phrases that demonstrate the benefits they reap from complying with that policy: “We prefer that you bring your pet’s own brand of food when he stays with us, as this lessens the likelihood of an upset tummy during his stay!” This sets a positive mood for the entire experience, for the client, the pet, and the facility, as well.
- EMAIL ETIQUETTE Communicating with clients via email is very useful. I always ask clients if they actually check their email, however, because not all of them check their accounts on a regular basis. Those that do appreciate the convenience of being able to send a quick note for reservations, etc. Do not abandon proper etiquette in your use of emails to clients. Here are a few reminders:
- Always fill in the subject line, and make it meaningful to the recipient.
- Develop a professional signature that will automatically appear on your emails. It should include your full name, your title, facility name and contact information, and the facility’s website address.
- Do not use all caps. It is the equivalent of shouting, and people don’t like it!
- Do not use all lower case, either.
- This is business correspondence, so pay attention to grammar, punctuation, etc.
- Check your own account! Email responses should be sent within hours of receiving a message.
- Resist the urge to send forwards, even if they are pet-related. It’s like sending junk mail to a client; don’t do it.
MAKE CHANGES NOW Take the time to evaluate your staff’s “petiquette.” How does your facility rank? Perhaps it’s time to have a staff meeting and incorporate some of these tips and techniques. Raising the awareness of professional etiquette within your facility will benefit your staff, your clients, and your bottom line.
Tags: boarding kennel, customer service, dog groomer, Dog grooming, doggie day care, email etiquette, greeting customers, grooming consultant, kennel consultant, pet business, pet grooming, pet resort, telephone etiquette
