Client Happiness Training for Gate Keepers

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

As a Gatekeepers you are the first human representation of the business. So you make or break what people think about us. We do a great job marketing and on the site to bring people into our world then they talk to you. So take this training to heart and let’s help some families!

AS A Gatekeeper, how CAN YOU MAKE PEOPLE HAPPY?

1) Smile through the phone: Have you ever talked to a terrible customer service agent who doesn’t care to talk to you at all? Or called into a business to get a person making $12/hour who couldn’t care any less about their job? Yes, okay. We all have. On the flip side have you called into a place and could tell the person answering cared and actually wanted to help you? It’s literally SO nice and refreshing. Be that person. Be the person people want to talk to.

I can’t tell you how many people have complimented our phone team. The compliments are about overall energy, helpfulness, genuine caring, etc.

2) Reassure them: Lots of people call us in distress. So our job on the phones is to reassure people. “We can help you with that”, “don’t worry that’s normal and can be fixed”, “we know a trainer who can help you with that behavior”.

3) Relate to them: People love being related to. So if you’ve ever been in a similar situation to the ones the people on the phone are in, then relate to them. “My dog did that too”, “Good job they are cute.”

4) Don’t push people too hard: We want people to book appointments with us and to get lots of sales to help a lot of people. However, we don’t want to pressure people into booking. So if they give an excuse, try one of your lines to get them to book but don’t push too hard. More on this in Cert 4.

5) Be enthusiastic and lighthearted but professional: Be fun. Smile through the phone. Play. Make jokes. But keep it professional.

6) Be sincere as being fake is a red flag: Simple. Be real and be sincere. People can sense fakeness and it leads to a lack of trust.

7) Make people feel heard: Make them feel listened to and understood by reinforcing what you’ve just heard. Make it a two way conversation so don’t just talk at them. Listen to actually listen, then respond.

8) Give recommendations: For some of the people that call in, we won’t be the right fit. This could be because the dog is aggressive, they live outside our service area, they can’t afford it, etc. If this is the case, recommend one of our partner companies or some other local trainers.

Specific examples

1) Be personal and use their name and the dogs name: People love being called by their name. People love hearing their dogs name. Use names when talking to people. If they have a hard to pronounce name then make an effort and ask them and get it right. It’s also never a bad idea to compliment their own or their dog’s name.

2) Make people feel good about the things they have already achieved with their dogs: So how can you do this? Acknowledge any achievements they have made with their dog thus far. Even if it’s just sit and shake. “What a great start” “Wow that’s awesome”.

3) Give information or find answers: Offer to get information to them if needed, or find out answers if you don’t know. This will show them that even if they haven’t become a client yet, THEY are our priority. For this moment, this 15-30 minute chat, they should feel like you’re concentrated on them, their dog & their needs #Thisonematters.