Were you aware that when a customer steps into your facility for the first time, they make a judgement based on the first 7 seconds they spend there? Making a good impression on a first-time customer is equally as important as maintaining the loyal ones. Great first impressions can launch long, successful relationships with your customers.

Imagine the nicest hotel you’ve stayed. You probably made a judgment at the beginning of your stay based on the chandelier lighting, the friendly doorman, and comfy waiting area. So now, this hotel will continually resonate with you as a welcoming and aesthetically pleasing place to stay. Although it’s not necessary to have fancy lighting, you should always treat the customer experience as if you only get a first impression.

The foundation for putting your best paw forward is seeing your business from the customer’s point of view. Your familiarity with your facility may desensitize you to off-putting aspects that you’re first-time customers will notice right away. We’re here to point them out so that you can having a refreshed perspective!

1. The smell of your facility is indicative of your facility maintenance. 

Pick up the poop. Make sure your facility is always smelling great too! While you and your employees may be used to the smell, first-time customers won’t be as forgiving. Once you pick up, mop up with the great-smelling products. And we don’t mean ones that will merely cover up the scent and by the next morning your back to square one. Pick products that have odor fighting properties and scrub all the areas that have been exposed to dogs, especially the waiting room. Dogs may not spend the majority of their time by the front desk, but pet parents will. Don’t neglect the front end of your business!

2. De-clutter the spaces that customers will visually take in before greeting you.

Floor: Sweep up any lingering furballs and toys off the floor. Once a customer steps into your facility, they shouldn’t have to worry about stepping on anything else.

Waiting Room: Are there magazines all over the seats? Has a dog peed on the floor without you noticing? Check in the corner too!

Front desk: Make sure flyers and business cards are stacked properly and not scattered all over the counter.

Make it a part of your routine to have employees check on these spaces to make sure they are always looking their best.

3. When you handle dozens of dogs at a time, the barking can be overwhelming. 

Sound-proofing may not be an option, but here are a few things you can do:

Groomer to Groomer Magazine suggests “Asking owners with really vocal dogs to come in first thing and call them ASAP, or book them an appointment later in the day after some of the other dogs have gone home.” Especially when you know your regular customer fairly well, this is a great way of segmenting the customers into playgroups. If you don’t know a canine customer as well, you can keep this in mind during their temperament evaluations and take private notes of these vocal dogs in PawLoyalty kennel software.

4. Are your employees welcoming each customer as they walk in? 

Make it a part of their training to greet each customer with a smile and open body language. When we say customer, we mean canine clients too.This hand-off from owner to you can raise anxiety for pet and owner, but you can alleviate the anxiety with a very welcoming and engaged meet & greet. Use the dog’s name so that you resonate familiarity and you’ll win over their owner in the process.

5. Do you remember to thank the customer before they leave? 

A star-studded impression wouldn’t be complete without it. An attitude of gratitude is essential because you want your last impression to become a lasting one. A simple thank you can warm the hearts of your customers and make them feel valued. Let your customers know that they impacted your day in a positive way!

If your thank yous have been wearing thin because checking in a customer has just become a part of the routine, then it’s time to spruce it up! With your kennel software’s fast and easy check-in process, you have less work to do and more time to genuinely make each customer feel special. Having quality software like PawLoyalty impacts the customer’s experience as well because they will be receiving emails to claim their Pet Health Record. Leveraging quality software says to your customers that you are committed to your business’ success.

Here’s a tip: Your website is also a way that some customers experience their first “7 seconds” with your business. Having kennel software that allows your customers to make online reservation requests portrays a core value of caring about making things easy and convenient. A website that is as welcoming as your business is the cherry on top of a solid facility.

Throw Us a Bone!

What does your company do to make a great first impression?