In today’s Social Media-led World it is easy to forget that potential clients will often still want to speak to a pet business before booking a service. Your website is a must for getting noticed by new, potential clients, and you need to be easy to find on search engines like Google – that is all a given. What happens next once they have found you? They call you. Do you have a script ready to sell your services? Do your employees or partners, who answer your phone for you, have a script? I have often heard groomers or walkers on the phone to potential clients, who just give the price of the service, sometimes whilst eating/driving or texting on their personal cell!

You only get one shot at winning a new client on the phone, they call you but they also call your competitors. Don’t just tell them the price and your availability, use this opportunity to tell them why they should come to YOU, not your competitors. If you don’t have time to give to a potential client then better to let them go to voicemail, and make sure your voicemail gives some basic details. Then when you have time later in the day, call this potential client back and give them the time they deserve. Below are two examples of telephone scripts for a grooming salon and a dog walker/sitter. You will need to add, remove, amend these scripts for your business of course, but it’s a starting point that you can play around with.

Practice delivering this script with a friend, don’t just read it out as you don’t want to sound too formal. Once you have your script ready print it out,have it next to your phone at all times and watch your business grow!

Good luck!

 

Telephone Script – Groomer:

  • Hi this is [your name] from [your business name]. Thank you for your call, how may I help you today?
  • …Ah yes we would love to groom your [insert dog breed], we have a lot of clients with [insert breed], lovely dogs.  We are qualified to [your qualification] standard and are able groom your pet to their Breed Standard or if you prefer, as many people do, a “personality trim” that is manageable and works for you and your pet’s lifestyle.
  • What is your pet’s name? How old is he/she? When was the last time he/she was groomed?
  • Ok, so we recommend our Full Body Groom Service, which includes dead hair removal, two deep cleansing washes, a conditioning bath, nail and pad trim, ear and eye cleanse, a warm blow dry and custom coat styling.
  • We only use the best quality [eco-friendly] shampoos and spa treatments on the market. We are fully insured and our space is air conditioned, clean and quiet. We are very safety conscious and the comfort of your pet is our priority at all times.
  • We are open [days/hours], but usually booked up [    ] weeks in advance, but I do have a two slots available on [days/times], how does that work for you?
  • The price for our Full Body Groom Service is [       ], this includes all the services mentioned, plus a cute ribbon bow for your pet’s collar, a home-made cookie and a spritz of our pet paw-fume! Which slot would you like to secure today?

 

Telephone Script – Dog Walker/Sitter:

  • Hi this is [your name] from [your business name]. Thank you for your call, how may I help you today?
  • … yes we would love to walk your dog, we have a lot of clients with [insert breed], they are beautiful dogs.  We are qualified to [your qualification] standard and very experienced in providing pet care services for [insert breed].
  • What is your pet’s name? How old is he/she? Where do you live?
  • Ok, so we recommend our [Wagging Weekly Walk Service] for [pet’s name], which includes [5 daily walks to the park/beach/off-leash/off-leash, each walk lasts approximately [45] minutes].
  • Our services include  regular updates about [pet’s name] by text. You can also follow [pet’s name] using our GPS tracking app.
  • We are fully insured and our vehicle is air conditioned, clean and comfortable. We are very safety conscious and the safety of [pet’s name] is our priority at all times.
  • We are open [days/hours], but usually booked up [    ] weeks in advance, but I do have a vacancy in your area for [pet’s name] to join our [Wagging Weekly Walks]  next week, how does that work for you?
  • The price for our [Wagging Walks]  is [       ], this includes  FREE collection and delivery and a home-made cookie for [pet’s name]. Which slot would you like to secure today?