Client Happiness Training for Eval Pro’s

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

You’ll learn more about this in the Eval training: But all this comes down to the core principle of the role which is “Make a friend, make a sale”.

AS An Eval PRO, how CAN YOU MAKE PEOPLE HAPPY?

1) Going over the top to let them know you’re here for them: One thing that we must do as the second point of contact (after the Gatekeepers) is make them know that we’re here for them if they need anything.

Let them know we have a high bar for our team and if they have any concerns at all to reach out.

Make sure they know they can get ahold of you if needed: “Hey the number I’m texting you off of is my personal, so if you need anything ever, please don’t hesitate to reach out.”

2) Ask about people and relate to them: People love to talk about themselves. So do your best to relate to people as you’re working with them and going through the checkout process and through the evaluation.

“Where are you from? You from here?”

“What do you do for work?”

3) Conversation based off surroundings: You are in people’s houses so you can make conversation and make people feel special by noticing things and talking to them about stuff in the surroundings.

An example: A Eval Pro and I just went and did an eval the other day and in the living room was the biggest Christmas tree I’ve ever seen. And it was decked out too. We talked about the tree for a few minutes and his wife felt super special because she worked so hard on it.

4) Don’t push people too hard: People love to buy but hate to be sold. And on top of that we want people to want to work with us. So don’t push and pressure people into buying training. More on this in Cert 3.

Specific Examples

1) If you get a good pic of the dog, send it to them: Lots of times we work with dogs that are hyper and don’t sit still often so if you can get a good picture of the dog, the family loves if you send it to them. Lots of times I’ve been able to get pictures of dogs and the family literally doesn’t have one picture of the dog sitting still. So we can provide them the first picture of the dog looking at the camera and they love it.

2) Recommend pre-training reading guides specific to them: One cool thing about working here is the online resources we have for Tribe members. So you can recommend new clients read the Hyper Dog Guide before training or the Potty Training Guide if they have issues with potty training.

3) Check-in with the people: As an Eval Pro one way to really go above and beyond is to check in with people after their first lesson. A quick text like this does WONDERS in showing that you care.

“Hey there, this is Cody with Wonder Dog again! I saw that y'all's first lesson was today and just wanted to see how it went! I'm always here if you guys need anything during the program!"

4) Give them treats: If you have treats and the dog really likes them and they make a comment that the dog doesn’t normally like treats, give them whats in your pouch before leaving.

5) Give recommendations: If they need a recommendation for a doggy daycare, boarding place, vet, groomer, etc. then give them one. If you don’t have one, tell them you’ll find one for them.

6) Looking Up Stuff That Deals Hinge On: We had a client at our Nashville location who wanted the training so bad but was hesitant because she wanted to fly with her dog. Our Eval Pro looked up the standards to see what needed to happen in order for a dog to fly and gave the client all the relevant information. The Eval Pro literally called Delta Airlines himself to figure out what needed to happen. Then he called her and he was honest about what we could to do assist in the process and what we could not do in the process. Because he went above and beyond, she purchased.

Shortly after getting out of sales training we sent an Eval Pro out to an evaluation and the family wanted their dog to go up and down the stairs. This Eval Pro wasn’t 100% sure about whether we could do that or not and called his Lead Eval Pro and was assured we could fix that the first or second lesson. He relayed the info to the client and they were very impressed!