With the success of e-commerce coupled with your struggles to do business in the aftermath of COVID-19, those of you in brick-and-mortar businesses in the pet industry may be left saying, "What can we do for our bottom line?"
Here are 7 (Lucky 7!) ideas you can implement if you find yourself scratching your head:
1. Customer relationships - All of us know that the customer is king, but some businesses seem to have iron-clad, dedicated relationships with customers that others just don't. Plus, great service is a never-ending process that doesn't just magically appear. Could you work on....
a) E-newsletters - Do you have one? If you don't, it's time to. Customers love to hear about pet behavior tips, heartfelt animal stories, and services you provide they may not be aware of. If you're landing in your customers' inboxes regularly, your business will stay at the forefront of their minds.
b) Doggie bags - Giving a few treats (in an adorable bag of course) to customers as they check out is a wonderful way to thank customers for their business and will have them thinking of you the next time they give their furry companion a reward. Then they'll tell their two friends, and they'll tell their two friends...and you'll have great word-of-mouth marketing just from giving out a few Scooby treats.
2. Adding services - Are you a pet bakery who could offer a selection of leashes, collars, or toys? Or maybe you're a pet spa who could also sell treats. No need to jump in with all four paws. You could start small and see who bites.
3. Ask customers for their two cents - Giving customers a "How are we doing?!" form at check-out or by email is a huge plus for getting feedback. Just make sure it's thorough by including....
a) "Did anyone stand out to you because of their excellent service?" To give you an idea of who's on the keeper list.
b) "How could we improve our service to you?" This is a goldmine for jewels of ideas and which areas you may need to give a little more TLC to.
c) "What did you like best about your experience at Fido's Foods?" This will give you a paws-up for what you need to keep doing.
4. Pet celebrations - If your customer just got a puppy, offer puppy get-togethers for humans and canines to enjoy. For a pet's birthday, offer a gathering for Rex to eat pet-friendly cake and have a picture taken with his guardian. If a pet just learned a new trick or even finally conquered potty habits, offer congratulations certificates.
5. Vitamins - Just like we might need Vitamin B or Calcium vitamins, sometimes pets need them, too. Train a staff member to become a Vitamin Virtuoso so they can communicate with customers about skin, bone, and aging benefits.
6. We'll come to you - Could you offer pet delivery services? You don't need me to remind you that a lot of people are staying home right now and only patronizing essential service businesses. One way to make sure customers get what they need is to go to them.
And #7. MADE IN THE USA - There's a trend now among pet lovers that shows they prefer pet food that's made in America. Focus on buying those products to make available and keep your customers coming back.
"Customer-centric companies are 60% more profitable than companies that aren't." Hubspot, "16 Customer Experience Trends and Stats That'll Define the Next Year" by Clint Fontanella.
There you have it! Seven ways to make your seven days more productive and successful. Now go make it happen! And I'm off to give one of my dogs a vitamin.
P.S. If you need blogs that will grab your customers' attention, gimme a shout! jenflattosborn@writeawaycreations.com or here.