The difference between successful pet sitters and underperforming ones often lies in the way they treat their customers.
Customer satisfaction should be the major driving force behind any pet business. The customer may not always be right but they should always come first.
The most important part of building a customer-based business is consistently looking for ways to improve. The market changes rapidly and you should always be on the lookout for ways to do things better. Showing that you’re in tune with customer demand helps prove to your target audience that their needs are important to you.
Here are some things you can do.
- Set clear, actionable, customer satisfaction goals.
- Stick to your promises. Live up to the guarantees you make to your customers.
- Be consistent. Inconsistent quality is killer. If you deliver good service one day, and bad service another day, which one do you think people will remember?
- Say sorry when things go wrong. Don’t be defensive. No one is right 100% of the time and angry people often just want to be heard. Let them speak. Listen to what they are saying even if you don’t agree with it.
- Listen to feedback. Confirm that each person is happy with the service received.
- Use surveys to gather anonymous feedback. Ask people what they think of your service. Is there anything they would change? Is there anything you aren’t doing? Is there anything they would like you to provide? This can be a source of valuable new services.
- Hire employees with the right mindset.
- Provide customer-focused training and development to employees.
- Learn from others. Develop partnerships with like-minded businesses and combine forces to raise the bar across the industry.
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