What are you doing to help build trust in your pet business?
My kids attend a daycare owned by two dads. It's not a small community centre or family daycare - it's one of about 40 in their national organisation. But I know they're dads because I've read their bios. I've seen their pictures in emails, at the centre, and on their website. I know their names. I've even had the opportunity to meet them. Combined, it's all very reassuring, given my husband and I pour a lot of faith (and money) into their company each week.
To me - as their client - they feel accessible. Genuine. Trustworthy. They've built my confidence in their organisation. Better yet, their open and welcoming vibe flows right through the business – from the centre manager to the lovely woman I hand my toddler to in the morning.
By taking the time to:
Introduce their leadership team early on (via email and the enrolment pack)
Remind me about their involvement and why they do what they do (via client eDMs, in-centre collateral and social media); and
Provide opportunities to give them direct feedback (via info sessions, phone and email)
I've become a raving fan.
Paired with the luck that our kids enjoy and are thriving at daycare*, at this point, I'd never consider going anywhere else. I'm loyal. I've even recommended to friends they send their children there, too (they now do).
And here's my point: if you run a pet business of any kind, it's worthwhile keeping all this in mind. Among many things, my experience in the pet industry has taught me that people can love their pets like family.
Pet parents also need to feel confident about your capabilities.
Pet parents also need to understand why you do what you do.
Pet parents also need reassurance they've made the right decisions.
Pet parents also need to feel heard.
Building and keeping client trust starts from the top. What are you doing to help build trust in your business?
*At this point, I'd like to acknowledge our family is very fortunate to 1) have access to affordable, quality childcare and 2) have children who enjoy attending daycare. I understand that unfortunately this is not the case for everyone.
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