Today’s new customers

It doesn’t stop here either. Each of these 10 referrals also will eventually could bring you 5 to 10 more referrals, and those referrals more referrals, etc. Each of today’s new customers is conceivably the source for $25,000 to $50,000 worth of business in the next ten years. This is the essence of the Madson Client Relations Program now used in whole or part in hundreds of pet grooming salons. 

When you value the long term worth of each new customer and regular client, you will serve them with a wide array of client services and dedicated attention (trained manager and receptionists). You place an equal importance on both client services and pet care services because you know for every service you have two clients, the pet and their owner. You do this to gain the maximum number of potential referrals from your area and to maximize your client base. This is the mind set of a business person that grooms.

  Ensure that you, and your staff, look at every client as a source of dozens of appointments in the years to come, and as a potential GOLDMINE of referrals in the years ahead also. At your next staff meeting, explain how one customer can mean up to $25,000 or more in potential income. We’ve done it, and it made a difference in our staff’s performance.

  In the same manner, you and your staff should understand that a poor client relations disposition and poor pet care services can result in unresolved customer service problems leading to a "lost client". The client that disappears is just as likely to spread their complaint as well as their compliments not resolved properly that leads to a lost client can turn into many lost clients.It is not as likely for one "lost client" to result in $25,000+ in lost grooming fees income, but $2,000+ or thereabouts is very likely within a long term valuation.

Legendary pet grooming business owners share the attitude that clients relations is a priority. If your goal is not for some reason to develop such a business, you certainly want stability in order to ensure a stable source of income. Now that you know how much client relations impacts the finances of your business, perhaps you can ensure your stable income by going the extra mile for the pet owner as their pet.

  Where there is attention given to customer service, there is a more pleasant work environment. Pet grooming involves the potential for great amounts of stress, and there’s nothing better than the pleasure of listening to satisfied clients and new customers to make the work day more pleasing and rewarding.