How To Keep Customers

A customers experience starts as soon as they make contact with you. This is your first chance to make a good impression.

There are a few steps that we take from the moment someone completes a contact form to make sure we are presenting ourselves as a professional service provider.

Note – we use an online booking system for our business, so our process revolves around this. You will likely need to customise these emails to suit your process, but this will give you an idea of how we start the customer relationship.

 

Step 1 – When someone contact us they receive the following email. This means that if someone contacts us late at night, or on the weekend, they have resources to read and an acknowledgement of their email.

Thanks for getting in touch with us.

I wanted to send you a quick email with some additional information that you can be looking over while you are waiting for us to reply to your enquiry.

Note – If your enquiry is urgent please call us on XXX. We love talking to Pet Owners about their pets.

Firstly Let Me Answer Your Questions

We know people have lots of questions, so we have put together some documents for you to download and read over. These will help you understand how we operate and what you can expect when you use our services.

Get To Know Us Better

We also have a couple of places you can get to know us better – on our Podcast, our Youtube Channel and in our Learning Centre.

No Time To Read All This!

Don’t worry – we can explain everything to you when we chat.

We look forward to speaking with you very soon and taking care of your pets.

Kind Regards,

Kate and the Pet Sitters Ireland Team.

www.PetSittersIreland.ie

 

Step 2 – We try to make contact with them by phone/email and if we can’t we send them this email.

Thanks for your recent enquiry. In addition to the information we sent over to you (note – we have templates for all our service information emails) we also tried calling you to chat about your pet care needs.

If you can let us know a best time to try again we can give you another call.

In the meantime, here are a few links to our resources:

A Guide To Hiring a Pet Sitter or Dog Walker: http://petsittersireland.com/pdf/apetownersguide.pdf

Pet Sitting Guide: http://petsittersireland.com/pdf/PetSittingServices.pdf

Cat Sitting Guide: http://petsittersireland.com/pdf/CatSittingServices.pdf

Dog Walking Guide: http://petsittersireland.com/pdf/DogWalkingServices.pdf

We look forward to chatting with you very soon.

Regards, Kate

 

Step 3 – Once we have spoken with them our aim is to provide a quote via our online booking system and get them locked into a confirmed booking. We send the following email to help them understand what happens next. Note – we have always spoke to them via phone or email before they get this.

Thanks for your recent enquiry. To access your quote please click on the link in this email.

Next Steps:

Once you are happy with the quote then please click to accept it. Once we receive notification then we will assign the visits to one of our Pet Sitters / Dog Walkers.

Prior to your visits the Pet Sitter will telephone you to arrange a time to come and meet you and your pets, find out more about your pet care routine and make sure it’s a good match for everyone.

Note – If you need to change the time we have scheduled on your quote for the meet and greet, you can do this on the phone when you talk with our Pet Sitter.

During Your Visits

While you are away on your trip your pet will be visited as per your schedule.

During that time, we will be checking on the visits to make sure everything is carried out to your satisfaction.

After every visit, you will receive your pet care journal with an update on your pet and pictures attached.

If at any stage you need to contact us, then you can always call Freephone XXX or XXX.

Got Questions

If you have questions or want to change your schedule in any way then please either call us or hit reply to this email.

We look forward to taking care of your pets.

 

Step 4 – Once someone has accepted the quote we send them another email to let them know what happens next. Note – all throughout the process we are letting them know what happens next. Reassuring them we are on top of their pet care and are available to chat.

 

We are delighted that you have chosen Pet Sitters Ireland to take care of your pets.

You will see on the quote you accepted that we have scheduled a meet and greet/key collection for you. Prior to this time, you will receive a call from your Pet Sitter to confirm the time is suitable and arrange to come and meet you and your pets.

This is your opportunity to get to know the Pet Sitter and make sure you are happy that it’s a good match for your pets.

Prior to your trip you will receive an invoice from us for your upcoming visits. If you have any queries with your invoice please let us know, as this is due for payment before you travel.

During Your Visits

While you are away on your trip your pet will be visited as per your schedule.

During that time, we will be checking on the visits to make sure everything is carried out to your satisfaction.

After every visit, you will receive your pet care journal with an update on your pet and pictures attached.

If at any stage you need to contact us, then you can always call Freephone XXX or XXX.

 

Step 5 – On their return we send the following email to make sure that they were happy with the service and to encourage them to leave a review or refer a friend.

 

I just wanted to touch base with you and make sure you were happy with the recent service you received from us.

If there is anything we could have done differently to improve your experience then we would love to hear from you so that we can continue to work on improving our services.

If you have a few minutes we would really appreciate if you could leave us a review. It really helps reassure other pet owners when they consider using our services. Please visit >> https://petsittersireland.com/testimonialadd-your-testim/

Earn 25 euro for each referral

If you have a trip coming up, and want to earn some referral credit to pay for it, then why not check out the refer a friend programme. Please visit >> https://petsittersireland.com/refer-a-friend/

It’s a great way for you to share our service with your friends and earn some free Pet Sitting / Dog Walking.

We look forward to talking with you soon and taking care of your pets.

 

Step 6 – Ongoing LOVE!!!

Our customer happiness programme works really well to keep our customers happy and connected with us.

We use a range of tools as part of this programme.

1. Phone calls – we call customers to see if they are happy with the service they received. A phone call means a lot to people.

2. Thank you, Get Well, Moving House, Sympathy Cards, Birthday Cards. – We send these cards to show we care and are thinking about our customers. If you have staff it’s a great way of making sure your customers are attached to you as a business rather than the Sitter.

3. Gifts. For regular daily clients and frequent travellers we send small gifts. Usually these are treats (high-end ones!) that we send through the post to the pet. We don’t do it every month due to cost. Even if you have a small customer base now you should think about the cost of it when your customer base is large. Don’t over commit yourself.

4. Surveys. This is a great way to find out what your customers love (and don’t love!) about you. Don’t be afraid to ask.

5. Be available. All our pet care journals are sent our with contact numbers to get directly in touch with us. People appreciate this personalised touch.

6. Newsletter. Keep in touch with regular articles and information for your ideal clients. Not sales messages – but instead useful information.