How do you leave pet parents saying “Bow-wow!" after a visit to your dog kennel? It all comes down to creating a stellar customer experience.

Pet parents are looking for a reliable and caring environment for their furry family members, and their journey with your business encompasses several key touchpoints. By leveraging technology, you can streamline these experiences and personalize interactions, ensuring that both pets and pet parents feel valued and confident in your services.

Here are six ways to enhance customer experiences at your dog kennel!

Simplify the Booking Process

two people use a laptop as their dog sits next to them on the couchThe first point of contact for most customers is the booking process. Simplifying this step can make a lasting impression.

  • Implement an Online Booking System: Use user-friendly software like Gingr to allow customers to book services easily through your website or a mobile app. This convenience not only saves time for pet parents but also reduces the workload on your staff.

  • Automated Confirmation and Reminders: Once a booking is made, automate confirmation emails or texts. Sending reminders as the booking date approaches helps keep your kennel top-of-mind and reduces no-shows.

Streamline Drop-Off and Pick-Up

The drop-off and pick-up process can often be a source of stress for both pets and pet parents. Enhancing this experience can make it smoother and more enjoyable.

  • Express Drop-Off and Pick-Up Options: To minimize wait times, consider offering designated drop-off and pick-up times. You can also implement curbside check-in, allowing pet parents to stay in their cars while staff handles the paperwork and pet transfer.

  • Mobile Check-In: Use a mobile check-in feature like Gingr PreCheck, which allows customers to notify your staff of their arrival via an app. This can help reduce congestion at the entrance and provide a more personalized touch as staff can be prepared for each pet’s arrival.

Foster Positive Interactions with Staff

A woman holds a dog's paw outsideHow customers and their pets interact with your staff can greatly influence their overall experience.

  • Training Programs for Staff: Invest in regular training sessions for your staff on customer service and animal handling. Happy, knowledgeable employees create a welcoming environment that makes pet parents feel secure in their choices.

  • Personalized Greetings: Use technology to access pet profiles upon check-in. Staff can greet pets by name and reference previous visits, enhancing the personal connection between your team, the pets, and pet parents.

Improve Communication Channels

Effective communication is essential for building trust and transparency with pet parents.

  • Dedicated Communication Platforms: Implement a customer relationship management (CRM) system to centralize communication. This allows staff to track conversations and ensure consistent updates, whether via phone, email, or text.

  • Regular Updates on Pets: Offer pet parents real-time updates about their dogs during their stay. Using apps or text messaging, you can send photos or brief report cards, easing any anxiety they might feel while their furry friends are away.

Leverage Technology for Customization

A dog rests it's head on a laptop while being held by their ownerPersonalization can significantly enhance the customer experience. Utilize technology to cater to individual needs.

  • Pet Profiles and Preferences: Create detailed profiles for each dog, noting their preferences, dietary restrictions, and behavior. Use this information to tailor services, ensuring each pet receives individualized care.

  • Feedback and Surveys: After their stay, send automated surveys to pet parents for feedback. Use this information to refine services and show customers that their opinions matter.

Offer Convenient Payment Solutions

Streamlining the payment process can improve the overall experience for pet parents.

  • Integrated Payment Processing: Implement a system that allows for easy payments through your website or app. For example, with Gingr Payments, your customers can conveniently purchase and renew packages online, keep card information on file, make pre-pay deposits, and make in-person payments that connect directly to their Gingr accounts. 

  • Transparent Pricing: Use technology to clearly display pricing and service options during the booking process. This transparency helps build trust and makes it easier for customers to make informed decisions.

A woman holds a corgi dogEnhancing the customer experience at your dog kennel involves examining each touchpoint, from booking to communication.

By leveraging technology to streamline processes and personalize interactions, you can create a welcoming atmosphere that pet parents appreciate. These improvements not only lead to happier customers but also foster loyalty and positive word-of-mouth, ultimately contributing to the growth and success of your kennel. As you implement these strategies, remember that each touchpoint is an opportunity to make a lasting impression—seize it!

Streamline your dog kennel operations with Gingr. Demo our software today!