Results from a 2020 survey of persons using small businesses reinforces the importance of three factors important to boarding, daycare and groomers. These factors are familiar in veterinary surveys and important to consider as the clients are the same.
- Deliver high-quality service consistently: 62 percent said this is the most important trait
- Create a personalized experience: 72 percent enjoy personalized experiences
- Identify customers’ dealbreakers: 27 percent said not being reminded of an appointment can break loyalty. 40 percent said an overcharge does the same.
Source: Pet Boarding and Daycare, November/December 2020, page 48. Link.
51 percent indicated it takes 5 to 10 visits to develop loyalty”
INSIGHTS: Once again, we see how easy it is to lose a customer.