Communication

Regardless of the method of communication all contact with customers should be polite and professional.  When communicating with people it is important to recognise how the other person is feeling and adapt the communication method to meet the needs of that person.

 

Methods of communication

Different methods of communication are used for different purposes and conveying different information.

 

• Telephone – Where possible try to answer the call within four rings.  When answering a phone call state the name of the business and your name. Establish the caller’s requirements quickly and where possible deal with them personally. Where it is not possible to answer the query refer the caller to a senior member of staff. If this means transferring the caller or putting them on hold keep them informed. If no one is available the callers name and number should be recorded along with details of the conversation and the caller should be informer of who and when someone will call back.

  When recording messages or bookings the information should be recorded legibly, accurately and repeated back to the customer.

  At the end of the call politely confirm the action which has been taken i.e. "We will see you on Tuesday” or “Jane will call you back when she returns after lunch”

   

• Face to face – Greet the customers politely, professionally and with a smile. Use positive body language by facing the person, making relaxed eye contact and maintaining an open posture. Similarly to when answering the phone, establish the customers requirements quickly and where possible deal with them personally. Where it is not possible to answer the query refer the customer to a senior member of staff and ensure any messages or bookings are recorded accurately. When listening to a customer allow them to finish speaking before answering them, only interrupting if you have an immediate query.

   

  In May 2018 a new date protection legislation was introduced the General Data Protection Regulation (GDPR). This places additional restriction on the keeping of customer data, making unsolicited contact and the use of social media. Further information on GDPR can be found on the Information Commissioners Office (ICO) website.

   

• Social media – Social media sites have recently become a valuable way of communicating with current and future customers. Many businesses have set up their own social media pages to keep customers informed of events, offers or daily activities. Aspects of social media can be accessed by anyone and while this can lead to interesting and far reaching debates it can also lead to the public airing of complaints and criticisms. It is essential that all posts made by the business are professional and appropriate. In many cases it is better to keep a dignified silence than be dragged into petty comments. The recent introduction of new data protection legislation (GDPR) prohibits business posting images containing identifiers on social media with out consent from the person involved.  

   

   

• Website – A positive first impression of the business can be created through its website. Many potential customers will be directed to the business through an internet search engine. Websites should be easy to navigate with key information located on the first page including the name and function of the business, the location and contact details and the services offered. Many businesses choose to also include testimonials and details on the staff, thier training and qualifications. More advanced websites may allow the opportunity for customers to purchase / book services on line.

   

• Email   - Email is a quick and effective way of reaching large numbers of customers. Business emails should remain professional and be easily identifiable as from the particular business. The function of emails can vary, from keeping groups of customers informed of changes or events to contacting individual customers to discussing or planning grooming requirements. It is advisable to keep copies of all customer correspondence. It is possible to request read receipts from emails allowing the sender to be informed when the email has been read. Under GDPR rules customers must now opt in to receive marketing and promotional material. 

   

• Text message – While the information contained in a text message is limited it is an increasingly common way of keeping in touch with customers and is often used to remind customers of appointments or discounts.

   

• Promotional material – Websites and social media are valuable ways of promoting a business however more traditional methods of posters, leaflets and business cards are still highly effective. Where promotional material is used it should be clear but eye catching, with the key information easy to read. Promotional material which contains a lot of written information can be confusing and unmemorable.

   

   

   

  Booking in procedure

   

  When a dog arrives in the salon it is important to get up to date information from the owner and to ensure the owner is provided with the necessary details of the groom and the collection time. Information to be exchanged includes:

   

  • Dog’s details – name, breed, age, sex, neutered status

  • Owner and emergency contact details – name, address and contact number

  • Details of vet the dog is registered with

  • Health status and current medication/ treatments

  • Vaccination details and dates

  • Behaviour with dogs/people

  • Previous grooming history

  • Customers’ expectations

  • Individual requirements for each dog, taking into consideration pet trims, trims for ease of management, plus the traditional show styles to meet breed standards.

  • Cost of groom / quote

  • Duration of groom / pick up time.

   

   

   

  In order to provide the customer with the correct price and to ensure their expectations can be met it is necessary to quickly assess the condition on the dog and its coat.