Client Onboarding Friction: Is Your Software Helping or Hindering?

You’ve done the hard work—built a beautiful facility, hired a caring team, and invested in software to keep everything running smoothly. But here’s a question that’s often overlooked: Is your system making it easy for new clients to say yes?

In the pet care industry, where trust and convenience are everything, even small bits of friction in the onboarding process can quietly turn potential customers away. Whether it’s a clunky registration form, missing login options, or unclear instructions, these barriers to entry can cost you business before you even know someone was interested.

🚧 What Does Onboarding Friction Look Like?

Clients can’t create a profile without calling or emailing first.
There’s no clear path to book a service online.
Mobile users struggle to navigate your site or app.
Required fields or confusing steps cause people to abandon the process.
No automated follow-up if someone starts but doesn’t finish registration.

These aren’t just tech hiccups—they’re missed opportunities. In today’s world, pet parents expect intuitive, self-service options. If your software isn’t set up to support that, it’s not just underutilized—it’s actively working against you.

🧠 Why It Happens

Default Settings Stay Default: Many platforms require manual activation of features like client login or online booking.
Staff Assumes It’s “Fine”: If the system works for existing clients, it’s easy to overlook how it feels for someone brand new.
No One Tests the Process: Facilities rarely walk through the onboarding flow from a client’s perspective.

💡 How to Reduce Friction and Boost Conversion

Audit the Client Journey:
Try signing up as a new client. What’s confusing? What’s missing? What would make it easier?
Enable Key Features:
Make sure options like “Create Account,” “Book Now,” or “Request Services” are visible and functional—especially on mobile.
Simplify the First Step:
Don’t ask for everything upfront. Let clients create a basic profile, then gather more info later.
Use Automation Wisely:
Set up auto-replies, welcome emails, and reminders to guide clients through the process without overwhelming them.
Ask for Feedback: New clients are your best source of insight. A quick follow-up survey can reveal pain points you didn’t know existed.

Software Systems We Recommend

If you find your current system doesn’t allow you to create a customizable interface or edit your booking page to be as user-friendly as possible, it may be time to upgrade to a software platform built specifically for the pet-care industry.

We recommend:

ProPet Software

Built by kennel owners for kennel owners, ProPet was designed to solve the daily challenges that pet boarding and daycare facilities face. With customizable features, reliable online booking, and a cloud-based platform, ProPet helps reduce friction at every step of the client journey.

Plus, DHA members also receive 50% off setup fees with the code Dog Handler Academy.

Goose

Goose is the next-gen pet care operating system designed for modern businesses. It offers real-time self-service booking with instant confirmation, advanced e-commerce tools for upselling, and robust revenue management features. With enterprise scalability, a shared CRM, and an AWS-powered backend, Goose helps facilities streamline operations, improve customer experiences, and maximize revenue.

Goose is also a sponsor of the DHA Business Leadership Summit. During the dedicated Sponsor Showcase hours, attendees will have exclusive access to Goose’s showcase suite to explore the platform and see firsthand how it can support their business.

Final Thoughts

Client onboarding isn’t just a tech issue—it’s a trust-building moment. When your software is set up to reduce friction and remove barriers to entry, you’re not just making things easier. You’re sending a message: We value your time, and we’re ready to welcome you.

If you haven’t reviewed your onboarding flow lately, now’s the time. A few small tweaks could turn curious browsers into loyal clients—and make your software work harder for you.