Why Fast Responses Matter: Taking Your Time Takes Away Profit
In today’s fast-paced world, pet owners expect quick replies when they reach out — especially when booking important services like daycare or boarding. A fast, efficient communication process not only makes a great impression but also shows that you care about your clients’ needs. Potential customers are often contacting several businesses at once, so if you delay your response, you may lose their business.
Think about your own search for a new product or service. Chances are, your potential clients are just like you — browsing online early in the morning or late at night, when they have some time. They might email, leave a message, or fill out an online form, since a phone conversation is often not an optional that time. What happens next is crucial.
- Do they get an instant acknowledgment of their inquiry, or are they left in the dark?
- If they email late at night, do you reply the next day with a helpful response?
- Do you follow up if they don’t reply right away, or assume they’ll contact you again if they’re still interested?
Common Mistakes That Lose You Clients
Are you guilty of these common mistakes?
- Ignoring after-hours inquiries: If communication isn’t a daily priority, late-night messages could be missed or forgotten — along with the potential business.
- Relying only on phone calls: While phone calls can be personal, many people prefer emails or texts due to their busy schedules.
- Not following up: Even if you respond quickly, clients might not be able to reply immediately. Don’t forget to send a polite follow-up — they may still be interested, but just need a gentle reminder.
How to Improve Your Follow-Up Process
Create a solid communication policy and watch the benefits roll in!
- Use Automated Replies (but don’t rely on them): Automated replies can be helpful when you’re out of the office or during off-hours. They let clients know you’ve received their message and plan to get back to them.
Make sure your automated messaging — whether it is to email, on Facebook or voicemail — manages the contact’s expectations. For example: “Thank you for reaching out to [Business Name]. We are currently training/caring for dogs and will reply to your message after 3 PM.” Also, make sure your website has an FAQ section that can help them learn more about you until you can answer their message directly.
- Respond quickly: Remember, you’re competing with others. As soon as you can, provide a thoughtful response that answers all their questions. Don’t rely on an automated message to keep them engaged.
- Designate a staff member or hire a virtual assistant: If you often fall behind on emails, consider hiring someone dedicated to handling client inquiries. A virtual assistant can be a cost-effective option to ensure your clients receive timely replies. Find out how more about Dog Handler Academy’s virtual assistant team here.
- Use multiple communication channels: People prefer different methods of communication. Some check email often, while others prefer text or phone calls. If they haven’t specified a preferred method, follow their lead — email if they emailed, text if they texted. Don’t just stick to one method — make sure they know you’re genuinely interested in their business.
- Craft personalized responses: Stand out from your competitors by providing thoughtful, tailored replies. Address their specific questions and concerns, offer additional information, and share testimonials or reviews to build connection and trust.
The Power of Follow-Up
Most competitors stop after one attempt. Don’t be like them. A simple follow-up plan can turn a potential client into a loyal customer.
- 48-hour follow-up: If they haven’t responded within two days, send a friendly check-in message.
- One-week follow-up: A week later, offer additional value, such as a limited-time discount or a free trial.
- Stay on their radar: If they still haven’t responded, occasionally send helpful pet care tips or other useful information to keep them engaged and keep you top of mind.
In today’s competitive market, fast responses and consistent follow-ups will set your business apart in the pet care industry. Improve your response times and follow-up strategy, and you’ll increase customer loyalty, gain a competitive edge, and build a reputation as a reliable, client-focused business.
Have additional questions? We’re happy to help. Email us at contactus@doghandleracademy.com or call (608) 406-4624.