The Front Desk is the FACE OF THE COMPANY and also a unifying link in the organization.
The customer experience starts with who answers the phone, who greets the customer as they walk in, and who handles their experience while they are using our services.
Ensuring that the customer receives a good, consistent experience across multiple locations.
Ensuring that the customer knows everything we have to offering including services, products, and promotions.
Ensuring team success by completing tasks with accuracy.
Customer service is the single most important thing we do. It helps create a positive experience from start to finish. Customer service can mean so many things. When you think about customer service, what are some things you that come to mind?
THINK ABOUT A TIME YOU YOU RECEIVED CUSTOMER SERVICE.
WAS IT A GOOD EXPERIENCE? OR A BAD EXPERIENCE?
EXAMPLES OF GOOD CUSTOMER SERVICE
"My pleasure" vs "SURE"
"Absolutely" instead of "Yeah"
"Let me find out" vs "I think"
Talking with a Smile
When there is a line at the desk and the phone is ringing, "Thank you for calling Champ's do you mind if I place you on a brief hold?"
Signing your name to texts/emails
Completing the sign up process with the client on the phone versus just sending the link
WHAT ARE SOME THINGS THAT HINDER YOU IN PROVIDING GOOD CUSTOMER SERVICE?
Sevrice Netting vs Service Recovery
Service Netting: Creating proactive measures to ensure customer success
Service Recovery: Providing recovery once we have failed
Johnny the Bagger
New Clients Can Use ALL OUR SERVICES
Grooming - 7 times per year - $600 value
Boarding - 4 times per year - $1000 value
Daycare - Twice a week - $4,000 value
Training - $1,000 Value
Retail - Purchase product each groom - $250 value
TOTAL = $6,850/year
AVG CUSTOMER LIFETIME VALUE = $35,000
What is suggestive selling?
Suggestive selling is a sales approach where you either suggest shoppers add complimentary products to their initial purchase (cross selling) or compel them to purchase an item with a higher price point than what they were initially interested in buying (upselling)
When booking your next appt now you'll save 5%, get a free teeth brushing, and preferred time of groom? Let's take care of that to get you that 5%.
What type of chewer is Rocky? We've got a huge assortment of bones for every chewer. My dog likes Bully Sticks because and they're a great distraction when we have guests over.
THE RIGHT BONE. THE RIGHT PLACE. THE RIGHT TIME!
The Front Desk plays an important role in overall team success. When the Front Desk is running smooth we see better results in the overall organization.
Communication About Dogs (behavior/illness)
Why is Teamwork so Important?
END OF MEETING SURVEY