Make This One Change to Reduce Phone Calls at Your Pet Business by 70%

If your front desk feels like a call center some days… you’re not alone. The phone rings. Then it rings again. And just when you think you’ve caught up, you get another voicemail, another inquiry, another “quick question” that turns into a five-minute conversation.

Meanwhile, dogs are waiting to be checked in, staff is doing 10 different tasks at once, and your lobby is turning into a chaos zone. Sound familiar?

If calls are cutting into time you could be reassuring nervous parents, fitting in an extra grooming appointment, or getting your kennel cozy for your next guests, there's a simple fix.

The Real Reason Your Phone Won’t Stop Ringing

Before we jump to the solution, it’s worth understanding why your phone is so busy in the first place.

Most calls fall into a few predictable categories:

• “Do you have availability?”
• “How much does it cost?”
• “Can I book an appointment?”
• “Did you get my vaccination records?”
• “What time is pickup?”

None of these are bad questions., but they are repetitive, and they pull your team away from the pets and clients right in front of them.  The bigger issue is that your customers are calling because they don’t have an easier option to get the help and information they need.

The One Change: Let Clients Help Themselves

Here it is: Give pet parents the ability to book, manage, and pay for services online, on their own time.

It sounds simple, but this one change can transform your day-to-day operations. When clients can self-serve, they don’t need to call.

Instead of waiting on hold or calling during business hours, they can:

• Book appointments anytime
• Check availability in real time
• Upload vaccination records
• Pay deposits or balances
• Complete their pet's intake forms before checkin

And just like that… your phone starts to quiet down.

Why This Works (Better Than You Think)

Today’s pet parents expect the same ease they get from:

• Booking a haircut
• Ordering food
• Scheduling a doctor’s appointment

They want fast, digital, and on-demand. When that option isn’t available, they default to the phone.

In fact, according to our research, many pet-care businesses see the majority of their bookings shift online once self-service tools are introduced—freeing up hours of staff time every day.

Take it from Gingr user Sue — she has been in business for eight years and has a clientele of over 6,000 pet parents. Enabling self-service options through a pet portal has saved her team tremendous amounts of time and has increased bookings.

"Our customers love that they can interact with the system, set up reservations, and view their accounts on their own time," she said. "Our incoming phone calls have been reduced since customers can do more on their own, such as buying packages and making reservations."

What Happens When You Reduce Phone Calls

Let’s paint a quick before-and-after picture.

Before:

• Phones ringing nonstop
• Staff tied up answering the same questions
• Long lines at the front desk
• Missed calls (and missed revenue)

After:

• Fewer interruptions
• Faster check-ins
• Happier staff
• More time focused on pets and in-person clients

The Features That Make This Possible (Without the Headache)

Now, here’s where things get practical: Self-service only works if it’s actually easy. Clunky systems won’t reduce calls—they’ll create more of them. That’s why the most effective setups include tools that are intuitive for both your team and your clients.

1. Online Booking That Mirrors Your Workflow

Your booking system should reflect how your business actually runs:

• Services and pricing clearly displayed
• Real-time availability
• Add-ons and upgrades built in

This allows clients to answer their own questions while booking instead of calling to ask.

2. A Mobile-Friendly Experience (or App)

Your clients aren’t sitting at a desktop computer when they think, “Hey, I need to book daycare.”

They’re on their phones. A mobile-friendly portal—or even better, a dedicated app—puts your business right in their pocket.

They can:

• Book in seconds
• View upcoming reservations
• Make updates without calling

And that convenience keeps them coming back.

3. Automated Reminders 

You know those "quick" calls: “Just checking what time my appointment is.”

Automated email and SMS reminders eliminate most of these entirely. Instead of bogging your front-desk staff down with consent question answering about small details, an automated system easily can:

• Confirm bookings
• Share key details
• Reduce no-shows

And most importantly, they answer questions before clients even think to ask.

4. Digital Records (Goodbye Paper Chase)

Another common call? “Did you get my dog’s vaccines?”

With digital record uploads and tracking, clients can:

• Submit documents ahead of time
• Receive reminders when something is missing
• Avoid last-minute scrambles

No phone call required.

"Our customers enjoy having their own portal and being able to request reservations, check the number of daycare blocks they have remaining, and see when vaccinations are due," Gingr user Steve said.

5. PreCheck and Faster Drop-Offs

Busy mornings are often when phones ring the most.

But when clients can:

• Complete check-in steps in advance
• Confirm details from their phone
• Add services ahead of time

…your front desk becomes calmer—and your phone quieter.

Tools like Gingr PreCheck streamline this process, helping reduce lobby congestion and saving valuable staff time during peak hours.

The Hidden Benefit: You Stop Missing Opportunities

Here’s something many businesses don’t realize: Every missed call is a potential lost customer. When your team is overwhelmed, it’s impossible to answer every inquiry.

But with self-service tools in place:

• Clients can book without waiting
• Leads don’t slip through the cracks
• Your schedule fills—even when you’re busy

In a world where customers expect quick responses, having always-on booking is a major advantage.

Will Clients Actually Use It?

Short answer: yes! Long answer: yes... if it’s easy.

When the experience is intuitive and clearly communicated, adoption happens quickly. Many Gingr customers see extremely high usage of their online portal and app, with the vast majority of clients choosing self-service over calling once it’s available.

“Gingr has a great positive impact. I can have new clients click on the customer portal on my website and they can sign their dog up for training," said DeWayne Cabel from Anchor Up K9 Academy.

Because at the end of the day, it’s not about forcing change, it’s about offering a better option.

How to Introduce This Change Without Confusion

Rolling out self-service booking and automated reminders doesn’t have to be complicated.

Here’s a simple approach:

1. Start with Clear Communication

Let clients know:

• Booking is now available online
• It’s the fastest way to reserve a spot
• It’s available 24/7

2. Reinforce It Everywhere

Mention it:

• On your website
• In email confirmations
• On social media
• At check-out

3. Train Your Team to Guide Behavior

When clients call, your staff can say: “You can actually book this anytime through our online portal—it’s super quick. I can show you how!”

Over time, this gently shifts habits.

The Bottom Line: Less Phone Time, More Pet Time

Reducing phone calls isn’t just about convenience. It’s about creating space for your team, your clients, and your business to grow.

When you give pet parents the tools to help themselves:

• Your staff gains hours back in their day
• Your operations run more smoothly
• Your clients get a better experience

And your phone? It finally gets a break.

Ready to Quiet the Chaos?

With Gingr, self-service booking, automated communication, and integrated payments all work together in one place—so you can reduce phone calls without adding more to your plate.

"I LOVE Gingr! The developers have years of experience in the pet boarding and daycare industry and have built a top-notch program. The Gingr customer portal and ease of booking have grown our business AND reduced phone calls and receptionist payroll tremendously." — Jessica B.

Join the pack and see how Gingr can help you simplify your day-to-day... and give your phone (and your team) the breathing room they deserve. Book your personalized demo.