Client Happiness Training for Dog Pro’s

Let’s start by saying that a lot of this comes down to communication, how you treat people and expectations.

As A Dog Pro, how Can You Make People Happy?

1) Being available to take calls and text people back when they are in need. Even if you’re off work. There’s a bit of a dichotomy here. We want you to be at work when you’re at work and be off and present when you’re off work. However, if you’re working with a family and they are really struggling with something and need help, taking 5 minutes to take a call to give advice, allay their concerns, hear them out, etc. may help.

2) Treat everyone the same. The prominent clients, the ones you don’t prefer as much, the ones you love, etc. Treat ‘em all the same. This is pretty simple, but needs to be said. We’ve all been there where we’re working for someone we really like, a big time CEO, an influencer of some sort, etc. And we have all had clients who don’t practice, we don’t get along the best with, etc. Regardless, we need to treat everyone the same and go above and beyond for everyone the same.

3) Be the anything dog resource for them. Go over the top to let them know you are their resource for all things dogs related. And that if you don’t know, you’ll find out. When people trust you, they will ask you for your recommendations for different dog topics. Don’t take this lightly, that’s a compliment! They’re saying “Hey! I trust you enough to guide me down the right path when it comes to buying or doing X. What do I do or get?” That’s a great opportunity to Deliver WOW and go above & beyond to guide them the best you can. Remember, you also have your fellow team members to give great resources as well.

4) Make people feel heard and be patient. Some clients just want to be heard. Sometimes people struggling with homework, the training, etc. may want to vent and feel heard. Sometimes once they say it out loud, it makes them feel so much better and they realize it really isn’t as big as a problem as they were making it out to be in their head or just needed to see it from a different perspective. It’s our job to make them feel comfortable enough to express what they’re feeling or struggling with. Listen to actually listen, then respond.

5) Have grace: As a Dog Pro, you know so much about dogs, training and all that’s involved. Sometimes when someone has never had a dog before they know next to nothing. If this is the case, it is our job to be patient, have grace and explain.

Another example could be the holiday season. People sign up for training before the holidays and it runs into the holidays. Or they sign up during the holidays with expectations of getting to practice with their dogs then the holidays roll around and boom, they’re busy and not practicing like they should. During these times, it is our job to be stern about expectations but also have grace as life gets busier.

6) Go above and beyond to let them know you care about them and their dog. The best way to explain this one is with an example. We have a Dog Pro named Haley and as soon as she gets to the first lesson she gets on the floor with the dog and plays with him/her. Then while she’s doing this she is talking with the owners telling them how excited she is to be here and working with them, etc.

Some Specific Examples

1) Poop duty (LOL): Pickup poop on a walk if their dog goes. If they are walking the dog, hold it for them until you find a trashcan or get back to their place. Simple and kinda gross but a good way to go above and beyond.

2) Surprise them with gifts: On their first lesson you bring the swag and give them little gifts. But a few other ways to do this is to find little ways to surprise people with gifts.

3) Grab a package on their doorstep for them as you walk in: Everyone always has Amazon packages on their porch. If you’re knocking on their door and about to walk in, grab their package and hand it to them. Simple but works.

4) Check-in on them after training and graduation: If you had 15 people graduate the month before, you can take an empty CS to text your grads and check-in on them post training. People really like this.

5) Do your weekly check-in texts: Make sure you’re following your checklist and doing your weekly check-in texts! This really shows people you care and you can catch any concerns they have but don’t think to bring up. Then you can work through those and go above and beyond for them.

6) Accelerate their program & In-Home Boot Camp: Sometimes people really struggle with the homework or the training. Or they sign up and agree to practice and just don’t have time to do what you’re asking of them. If this is the case and you’d need permission for this, but you could upgrade their program and accelerate it or do a full in-home board and train where we do the majority of the work.

7) Get results for them the first lesson around their one big thing! We tell everyone that they will see a difference with their dog after the first day, so if you go in there and get their dog to stop pulling on Day 1, they will be WOW’d!