9 Steps to Professionally Handle Negative Feedback or Reviews About Your Pet Sitting Business

9 Steps to Professionally Handle Negative Feedback or Reviews About Your Pet Sitting Business

Our brain is wired to protect and keep us safe. When confronted with any type of criticism or negative feedback, we go into fight, flight, or freeze mode. Our mental barriers go up, and we feel it in our bodies. We feel anxious, angry, and we feel threatened. These are all normal.

Below are nine tips on how you can professionally handle negative feedback due to your pet sitting business’s online reviews.

#1 Take a breath. Don’t immediately react.

Take a breath and don’t react. My manager, Michael, gave me a rule to not respond to an email that made me angry for 24 hours. Once the 24-hours lapse, I have a different outlook on how I am going to respond.

#2 Reread the review or email at least three times.

You probably don’t want to but take the time to read it through, make sure you understand it, and let it sink in.

#3 Think of the feedback as a learning tool.

Remember, your most unhappy customers are your most significant source of learning.

Ask yourself, “What did this customer expect? Why did they expect it? Where was the misunderstanding? Why did it occur? What changes can I make to ensure that this never happens again?”

Try to put yourself into your customer’s shoes and viewpoint. It is going to help you immensely.

#4 Compose a professional and polite online response.

Also, include thanks and appreciation in your response for bringing the matter to your attention.

I had a negative Yelp review years ago from a guy who was actually in the wrong. I rose above the situation and wrote an extremely professional response. So many customers called the office and said, “Oh, I saw your response on Yelp. You seem like a wonderful person and I want to work with you.”

#5 Respond offline with a phone call to ask questions and discuss the issues.

Call your customer to have a heart to heart talk and discuss the issues. Once you have resolved the problems, you can post again online and comment on how you agreed to the outcome with your customer.

#6 Request that fake or misleading reviews be removed.

If you believe a review is from a past employee, who is angry with you for some reason, you can request to Facebook, Google, Yelp, or any other review site that it be removed.

I once discharged a woman who was in my Pet Nanny Coach Community Facebook page. She created a fake profile and posted an outrageous review on my page. I contacted Facebook, and they immediately took the review down.

#7 Go the extra mile by sending a care package to the pets.

You may also want to offer a 100% refund. If my company or sitter is in the wrong, I will always give a 100% refund. We also follow up with a care package to the pets.

In my opinion, even if we believe that we were in the right, I still think that having the last touchpoint with the customer be positive.

There will be customers that are just pains in the you know what, and you don’t want to send them anything. That’s understandable. I have not sent the care package as well in other situations.

But in some cases, you might find that it’s warranted and may make you feel better about the situation. It might land better with the customer that’s unhappy so that they’re not spreading negative feedback to other people about your business — something to think about.

You can use a company like sendoutcards.com, where you can easily send a greeting card attached to a care package. Etsy.com is another good way too.

#8 Encourage your happy customers to write reviews.

Create a system out of this. We send out a survey after every single pet sitting service, asking for feedback.

If the feedback’s positive, you can ask then politely, “Hey, would you mind sharing this on Yelp? Or would you mind sharing this on Google? I want to spread the word about my company, and I want to attract amazing customers like you.”

We also have a system where my manager regularly sends a personalized email to two customers once a week. It’s a great way to build up your reviews.

#9 Separate criticism from judgment.

Try not to take it personally. It can be tough since we are animal people. We have a lot of love in us, so when people come at us, we feel hurt, and it’s easy to take it personally.

Do your best to try to remedy the situation. If you are not wrong, know it’s about them, not about you, and just try to separate that. It’ll just be easier on your mind and your soul.

 

Howdy, Pet Lover! Are you struggling with attracting new clients to your pet sitting business? Would you like to have a consistent pipeline of new clients coming to your business? Well, wait no longer, my friend. Grab my FREE report, 125 Ways To Get More Pet Sitting Clients. This resource is 100% FREE and is my gift to you. Enjoy!
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The Top 3 Pet Sitting Marketing Mistakes

The Top 3 Pet Sitting Marketing Mistakes

Before we start, I want to make something very clear… If you are looking to scale your business, you need to adopt a certain type of mindset.

You must do your pet sitting marketing consistently to have a flow of new prospects come to your business.

Once you make this shift in consciousness you are going to jump to the next level of success quickly.

MISTAKE #1. Not knowing the average lifetime value of a customer (LTV.)

Learning this one piece of valuable information, completely changed the way I thought about my business and about my customers.

So, what is the lifetime value of a customer? In short, it is the projected revenue that a customer will spend during their time with your business.

A very simple math equation that you can use to figure this out is to divide your lifetime gross revenue by the # of lifetime revenue-generating customers.

LTV= Lifetime gross revenue ÷ # of lifetime generating clients

NOTE: This is the most basic way to figure this out. You can most definitely calculate a more targeted number by doing some more advanced math, but if at the very least you figure this equation, you will have a basic understanding of this concept.

When I did this math, I was astounded at how high that number was. Now I don’t feel badly about offering discounts or running promotions to pull-in new clients.

MISTAKE #2. Not having your company’s Unique Selling Propositions clearly defined.

What are Unique Selling Propositions? They are what set you apart from your competition. It is crucial that you spell out what makes you different, so that your business becomes the only clear choice. There are tons of pet sitting businesses out there all saying the same exact things. Get clear on your USP’s and you will shine in comparison. I named Pet Nanny’s USP’s The Pet Nanny Peace of Mind Blueprint. Take a look. You’ll see that I have clearly listed and explained how Pet Nanny is unique. Until you do this, your company will be like any old vanilla pet sitting service out there.

MISTAKE #3. Not setting goals and mapping out a plan to achieve them.

Here is a simple method for you.

Let’s say you want to make $75,000 next year. This is your annual goal.

Divide this # by 12 and you will get a monthly goal of $6,250.00.

Next, figure out how many clients you need or how many visits or overnights need to happen for you to achieve this.

So, let’s say you would need to have 9 daily mid day walks (with a monthly mid day customer averaging about $340 per month)= $3,060.00

$6,250-$3,060= $3,190

$3,190 is the leftover amount that you would need to generate with your pet sitting visits, house sitting assignments and any other extra services you offer. You could also aim to bring on more monthly customers and hire another walker to help with the walking.

QUOTE - The Top 3 Pet Sitting Marketing Mistakes

 

Once you have these #’s all figured out you can move on to the marketing piece where you map out exactly what needs to be done to bring in new clients and keep your current pet sitting customers happy (this is so important and often forgotten.)

This is where you need to execute your Pet Sitting Marketing Power Wheel. Each section of the wheel will help you reel in new, ideal customers.

Map out on a calendar exactly what you will do every week/month to bring in new leads. Include social media, blogging, article submissions, networking groups, stay-in-touch marketing, direct mail, referral partners, strategic alliances, promotional campaigns, video trainings, giveaways etc. Once you get clear on what marketing needs to happen, you simply plug it into your calendar and it’s done with for the year. You just need to follow the calendar. The key is to do it systematically and automate as much as you can. If you do this, you will always have plenty of clients. Remember to track your goals every week. What you track, grows!

Your Homework Assignment:
You have a lot to do this week.

  1. Figure out the Average Lifetime Value of Your Customer.
  2. Write down your Unique Selling Proposition.
  3. Get clear in your numbers. Set an annual goal and monthly goals and then map out a strategy to achieve them.

Howdy, Pet Lover! Are you struggling with attracting new clients to your pet sitting business? Would you like to have a consistent pipeline of new clients coming to your business? Well, wait no longer, my friend. Grab my FREE report, 125 Ways To Get More Pet Sitting Clients. This resource is 100% FREE and is my gift to you. Enjoy!
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Stay-In-Touch With Your Pet Sitting Customers

If you want repeat business from your pet sitting customers, you MUST stay-in-touch with them

Before my business coach taught me this concept, it really never occurred to me. In my naive mind I only thought about marketing as a way to bring in new business. I certainly didn’t think about marketing as a way to create repeat business. This was not smart thinking!

Stay Top of Mind With Stay-in-Touch Marketing

The idea behind stay-in-touch marketing is to always be “top of mind” with your ideal pet sitting customers. Meaning, you want to be the very first person they think of when they’re in need of pet care or they hear of someone else who is in need of pet care. Most pet sitting business owners take this for granted and just assume that their past clients will call them. This is not always the case. By keeping in touch with your customers you can count on the fact that they will think of you when the need arises.

Stay-In-Touch Marketing Builds “The Know, Like and Trust Factor” With Your Pet Sitting Customers

There’s that “know, like and trust” thing again that I’m always harping about. If you stay-in-touch with your pet sitting customers, over time you will build a relationship with them. During your communications with them, they are learning more about you and will ultimately come to trust you and your pet sitting business implicitly. If you continue to build these solid relationships with your pet sitting customers, you will never have to worry again about the phone ringing. I can promise you this!

Stay-in-Touch Marketing Increases Your Pet Sitting Customers Lifetime Value (LTV)

What is the lifetime value of a customer? In short, it is the projected revenue that a customer will spend during their time with your business.

An easy math equation that you can use to figure this out is to divide your lifetime gross revenue by the # of lifetime revenue-generating customers.

LTV= Lifetime gross revenue ÷ # of lifetime generating clients.

By simply staying-in-touch with your customers, you will drastically increase the LTV of your pet sitting customers.

Here are some ways for you to stay-in-touch:

  • Ezine
  • Direct mail campaign: birthday cards, pet birthday cards, warm letter etc.
  • Handwritten notes: congratulations, sympathies etc.
  • Gifts: birthday, pet birthday, baby etc.

Remember, you don’t have to touch base with your pet sitting customers for a specific reason. You can always reach out to them just to let them know you’re thinking about them and their pets.

 Stay in Touch With Your Pet Sitting Customers

Your Homework Assignment: Create a system for staying-in-touch with your pet sitting customers. Who are you going to reach out to this week? Write their names down and get moving! If you are always consistent with this marketing strategy, you will always have clients.

Howdy, Pet Lover! Are you struggling with attracting new clients to your pet sitting business? Would you like to have a consistent pipeline of new clients coming to your business? Well, wait no longer, my friend. Grab my FREE report, 125 Ways To Get More Pet Sitting Clients. This resource is 100% FREE and is my gift to you. Enjoy!
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YES! Send Me The Complete Checklist of 125 ways to get more PET SITTING CLIENTS!

 

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