How to Speak to your Pet Care Customers About Coronavirus

Businesses all over the United States are hurting. You might have noticed that every company is sending out an email regarding the beast that is COVID-19. While we don’t want to add to the fear and panic, opening up a dialogue with your clients, and letting them know what your business is doing to protect them is of utmost importance. Here you’ll find some tips and scripting for communicating with your clients during a time like this.

BE UPFRONT & HONEST

Share your concerns, but try not to make it completely about your business, since all businesses are suffering. Your clients won’t connect with you because this hurts your business, but they will care that you care about them, and the health and safety of their pets. You might start off with a statement such as:

“As COVID-19 continues to have a dramatic impact across the globe, our top priorities at [Facility Name] remain the health and safety of the pets you entrust to our care, in addition to the health and well-being of our employees, loved ones, and you, our valued clients.”

SHARE THE FACTS

While there have been no reported cases of coronavirus in pets, the Centers for Disease Control and Prevention (CDC) has recommended that anyone who is sick with COVID-19 should restrict contact with pets and other animals. Just as you would restrict contact with other people if you are sick, the CDC in the link above, recommends that owners seek assistance in caring for their pets. Let your clientele know that you are open and ready to support them.

LET CLIENTS KNOW WHAT YOU ARE DOING TO KEEP THEM SAFE 

We know that keeping pets on a routine, including regular exercise and socialization, plays a significant role in maintaining their overall health. It’s your job as a pet care expert to educate pet parents, while also being mindful of the fear and panic around the world right now.

By sharing your preparation and safety precautions, you will be able to ease some of that fear and panic, and give your clients the confidence and peace of mind that their pets are well-cared for, and that they will be safe during arrival, departure, and during any interaction with your team.

PROTECT YOUR TEAM & YOUR CLIENTS

 “While we will remain open to care for your pets, the health and safety of our employees is of vital importance, so we can continue providing the superior care you have come to trust. We have required our employees to take extra precautions, and have asked them to err on the side of caution for themselves, including staying at home if they are not well. If you have an upcoming reservation with us, and you are not feeling well, please do not come inside the building, but instead, call us so we can provide you with valet service. If you are extremely ill, please ask a friend or family member to deliver your pet for you, or ask us about transportation services.”

KEEP THE LINES OF COMMUNICATION OPEN

Being transparent with your team and your clients is the best way to create and maintain a culture of trust. The situation with COVID-19 is ever changing, so when you make an adjustment to your protocols, announce it by email, through social media, and with a sign on your front desk. Provide your employees with talking points that align with your message. Keep your announcements brief, to the point, and write them in a way that conveys you are aware, and just how much you care. If you have any questions about just how to do that, we invite you to reach out to us.

Stay well.