|
Research > Main Menus
of Info > Client Relations Menu |
|
Note: During 2010, our
Groomer Pedia®
web site will be continually filled with more info on our research
topics. Also, the GroomerTALK Message Board contains
similar research info. You can even join the board and ask others!
Happy research!
|
 |
|
Research Center Menus
 |
|
|
|
Answer
the Telephone Please!
Unless
you've called hundreds of grooming businesses, or even
thousands as we have, you may not realize one common and
somewhat distressing quirk, no one answers the business
telephone at times. We've come to realize that many pet
grooming businesses are one person businesses, and as
you can imagine if you have a wet dog all lathered up in
the tub you just aren't going to be able to
simultaneously answer the phone. There are some
solutions - but they are band-aids at best.
If you
cannot answer the telephone, and you have no one else to
answer it, get an answering machine right away. Have it
pickup incoming calls on the first or second ring and
explain in a polite message that you are open for
business but unable to answer the telephone at the
moment. Then ask them to leave their name, pet's name
and telephone number where you can call them back
shortly.
What you
have done is at least let the new customer know you are
in business, and you care about their business. For the
regular client you are letting them know nothing is
wrong and you will return their call. However, it is up
to you to quickly answer all messages. Remember, it
could be very important, even an emergency. Perhaps one
of the owners of a pet you are grooming has an emergency
and needs to talk to you. Sometimes the caller is giving
you a temporary number and they need to depart and will
not be able to accept calls from where they are any
longer. Perhaps the caller is on their lunch break and
can't get back to you. As you can see, not being able to
always answer the telephone can be a major inconvenience
to new customers and regular clients. In fact, studies
indicate that as many as 30% of all new customers go
somewhere else when they cannot reach a person for
immediate service.
Having the
answering machine as mentioned is a band-aid at best,
and far better than nothing. Some groomers are now using
telephone headsets while they groom. Many economical
phones today can be equipped with a headset corded to
your portable phone attached to your belt. When the
phone rings you click a button and can talk while still
having your arms free to groom. The headset includes
earphones to listen, and a small microphone mouthpiece
that picks up your voice. If you are a one person
business we strongly recommend you try the headset
equipment to answer more calls live. Don't accept the
risk of losing new customers or displeasing your regular
clients - answer the telephone please!
End of
This Menu
|
|
|
|
|
