How to Talk to Clients in Challenging Situations

Things are crazy for the pet industry right now and you need to adapt to the busy, understaffed environment with systems that help you talk to clients in challenging situations.  You can take great care of the pets AND the pet parents. But this means great communication is more important than ever and at the same time can be very challenging. 

Our go-to communication guru, Lori Davis, from Paramount Success Group joined us recently to share simple steps you can use now to talk to your clients about new rates, new services, or just let them know you are doing your best with the staff you currently have. 

Lori’s advice is to focus on communicating your priority for providing a healthy and safe environment for every pet that stays you. It’s also key to be transparent about your need for reducing numbers to keep the environment safe. 

Increased costs mean many businesses are increasing rates and Lori’s advice is to share this news as part of an overall business update. You share what you and your team has accomplished recently and remind them of your investments that keep their pet safe and healthy. At the end you can share the notice of increasing rates.

Unhappy clients are always challenging and it seems fuses are now shorter than ever. Preparing your team to handle these situations in advance will help with their confidence and resiliency. Be sure to watch our full interview with Lori for details on these communication opportunities and to learn our favorite tool to help your team with their communication skills.