EDITOR’S NOTE: PETS+ is the media partner for GROOM’D, the annual grooming-focused pet trade show presented by World Pet Association. The PETS+ team will be reporting live from Atlanta, GA, Friday through Sunday. To not miss any of the action, like our Facebook page and sign up for the daily GROOM’D ebulletin at petsplusmag.com/subscribe.
GROOM’D SEMINAR SNIPPETS: During Dr. Molly Rowland’s “How to Enrich Your Customer Experience” session, she shared advice on how to attract — and keep — your ideal clients.
Dr. Molly’s tips include:
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- Give your clients options. Different clients expect different experiences, so offer numerous communication methods. These can include options for online booking, email and/or text reminders, loyalty programs, invoicing and payment links, and even a good ol’ phone call because some clients want to talk to you! Whichever methods you choose to offer, quick and helpful responses to questions, issues and concerns are a must!
- Build your branding into everything you do. Choose colors, logos and styles for your branding that reflect who you are and the kind of client you want to work with. It should be consistent throughout your marketing, branding and social media efforts. Have your contact information, address and social media links easily accessible — you don’t want clients to have to search for ways to get in touch with you.
- Smart Tip: Make sure that if you post pictures to social media or take pictures to send your clients, put your logo on everything! If you send a client a picture of their fur baby, chances are they’ll share it. It’s a simple and cost-free way to bring in new business.
- Educate your clients. “Serve don’t sell.” This was the biggest takeaway attendees walked away with. Don’t just try to “sell” services and products to your clients. Explain why their pet needs or could benefit from the service. Explain how the service or product works. Offer recommendations for home and ongoing care and maintenance.
Dr. Rowland owns Molly’s Pampered Paws. In addition to helping run the organization, Dr. Molly has a grooming background, Master’s in Business Education-Corporate Training, a Doctorate in Management-Organizational Leadership with a dissertation on Employee Turnover in the Pet Grooming Industry, and teaches Business Applications at a local Tennessee college.
