Dogs Love Running! - the blog for pet owners and pet professionals
3 Simple Steps To Land A New Dog Walking Client Over The Phone
This probably sounds really basic and obvious at first, right? I mean, how hard is it to respond to a new dog walking or pet sitting customer when they contact you?
Well, in our opinion, it's not hard at all to respond. What's hard though is how to respond well and in a way that leads to a sale. That's the hard part. So, here are a few easy steps on how to approach a new client so that they go from a "just looking around" prospect to a brand new, loyal, and happy customer.
- Welcome Them: Have you ever called a business and the person who picked up the phone sounded like they hated their job, just wanted to go home, and/or made you feel like you were the biggest problem on the face of the earth? Yeah, us too. That's why the very first interaction you have with a prospective customer is to make them feel welcomed in calling you.
Super-simple words and phrases such as "thanks for calling", "we appreciate you considering us", and "we love hearing from new people like you" can go a long way if they're said in sincerity right when you start talking with that new pet client. And don't forget about email, either. Without the tone of voice that goes with a phone conversation, sometimes it's hard to get emotion across in an email. That's why you have to write out your appreciation in having a chance to email and communicate with them.
- Ask About The Hot Button: Every buyer of every product on earth has a "hot button". This is the item that's most important to that person at that exact moment. Sometimes it's price. Sometimes it's quality, reliability, or date availability. Sometimes it's something you'd never ever guess. That's why you have to ask about what it is. This step is crucial because if you just start blabbering away about how cheap your rates are and you happen to be talking to someone who expects to pay top dollar for a high-quality service, you just blew it. An easy way to get into this question is to ask at the beginning of the conversation "What exactly are you looking for right now?" This super-easy question will likely bring out the "hot button" and it lets you know exactly what you need to talk about first.
- Tell Them What Happens Next: If they've never used your dog walking or pet sitting service before, they don't know what the process is to get started. So, you have to tell them. After you've completed the phone conversation and they've told you they don't have any other questions (and you believe them), tell them very specifically what the next step is. Is it to meet in person? Do they have to fill out any forms? Do they need to put down a deposit? Even if they don't commit to anything right then and there, still let them know exactly what needs to happen next for you to be able to help them.
These are pretty basic, right? Well, most of your competitors aren't doing all of them, if any. So, focus on these 3 simple steps and you'll have a big advantage over the other services in town.