Tag: pet sitting business

Amazing Customer Experiences

Amazing Pet Sitting Customer Experiences

Please think about your pet sitting customer journey from start to finish. And I want you to think about it from the moment that the customer makes contact with you. It could be the moment they land on your website, or this could be when they call the office.

Create the know, like, trust factor through video on your homepage.

First, let’s talk about the website. Are you creating the know, like, and trust factor through video on your homepage so that if a prospect hits your website and they say, “Oh, let me click play. Oh, wow. This is great.” And you talk about your services; you talk about the value you provide, talk about the benefits, talk about how you are the solution to their problems.

That right away is going to give you a step up above the pet sitting competition. Is your messaging clear? Do your contact forms work? Is your number clickable? Everybody’s on mobile these days. They need to go boop and touch the phone number and have the phone call.

I know that seems so simple, but how many times have you been to a website, and you’re like, “I can’t call the person.” Very simple. Make sure the phone number is clickable.

Load your pet sitting website with social proof from happy customers.

Social proof is free, and it, again, creates that know, like, and trust factor, and it’s going to portray to your prospect that you are the person they want to do business with.

Make sure every website link is going to the right place.

If I sign up for your free offer on your website, is the email being sent? I can’t tell you how many companies I’ve worked with that have that opt-in offer on their website, but then nothing happens on the back end. That’s not a good first impression, especially when they leave you in the trust with their animals and their homes.

Make sure someone answers the phone.

That is a big one, and I have a manager, my client happiness manager, and she is supposed to answer the phone, and if she doesn’t answer the phone, she’s to call back within five minutes. That’s the deal.

If you’re not answering the phone, if you’re the admin and you’re out walking dogs, how long is it taking you to get back to your customer prospects? This is part of the journey. Every five minutes that you let lapse before calling a new customer prospect back, your chances of signing them on as a client drops significantly, so keep that in mind.

Be friendly on the phone.

I had a student once, and we were doing a coaching call, and she just sounded miserable. And people would call her office, and she wasn’t signing clients. I said, “Is this the tone of voice that you’re using when you’re speaking with your clients?” She said, “Yeah. What’s wrong with my tone of voice?”

I’m like, “Well, it’s not very welcoming or friendly.” I was scared to death. It was just a cold feeling. Remember, they are trusting us with their homes and their pets. They want to feel that you are warm, and friendly, and approachable and that they can trust you.

Listen and take good notes.

We all know that everybody loves to talk about their pets. It would be best if you sat back, listen to your customers, write down notes so that you have a clear understanding of precisely what they’re looking for. And say it back to them. Let them know that, “Yes, I am listening to you. I hear what you are saying.” That’s going to go a long way.

Have an easy system or process for customers to get started.

They say, “Okay. This is great. How do I get started?” Is it easy? Always want to make it easy for them to buy from you.

Set clear expectations of what is to happen next.

“Okay, we have you all signed up. This is what’s going to happen next. Your assigned pet care professional will be reaching out to you within” enter the time period.

“You’re also going to be receiving an email that’s going to tell you all about them. X, Y, and Z. You’re also going to receive a welcome packet in your inbox. There are two sets in that welcome packet. Number one. Please fill out the forms. Number two. Update your billing information.” So on and so forth.

They know exactly what their responsibility is and what they can expect on your side.

Reach out to your customers before they depart.

If you are reaching out, how is that? Is it an automated process through an email autoresponder? Are you picking up the phone or calling them?

Regardless, you do want to make that touchpoint. This is going to give them peace of mind, “Okay, this company is on it.” 

Do you have prepared information on how they can prepare for their pet sitting, dog walker, or house sitter? With a simple checklist PDF that they can go, “Oh, this is great information.” They can put it on the counter and make sure they have everything ready.

You’re taking the pressure off of them because you’re giving them exactly what they need to do to prepare for their sitter.

Keep in touch with your customers while they’re away.

If so, how? Do they request how? Did you ask how they want to be kept in touch with? Do they want text messages? Do they want videos? Do they want emails? Do they want phone calls?

You need to set that expectation that you need to ask them first and then follow through with how they want to be communicated with. We had a client once who the sitter was texting every visit with cute pictures, and he was like, “Stop texting me. I am on the beach trying to relax. I do not need to be texted.”

Right there, I went to their onboarding form, and I said, “How do you like to be kept in touch with?” I give them the options. I don’t want to bother my customers who don’t want to be bothered, but if they do want to be bothered, I want to be sending those messages. Make sense?

When a client returns, make sure they were happy with the service.

When they return, what is left for them at the final visit? What are they walking into? Do you reach out or send a survey to make sure they were pleased?

Every time a client ends service with me, they are receiving a survey because I want to make sure they were happy with their pet sitter. And if anything was out of the ordinary or anything went wrong, I want to know so that I can make it better.

What are you doing to Wow them?

Are you sending them a card? Is the sitter leaving a handwritten thank you note for allowing him or her to take care of their pets? Are they leaving a little bag of homemade biscuits? There are a million different things that you can do to really wow your customers.

Stay in touch when they are not actively using your service.

Are you keeping in touch with them? Are you providing value to them with interesting or helpful content? Are you checking in with their furry pals? Are you making quick phone calls, or sending short text messages, or sending a send-out card, “Hey, it’s Colleen from Pet Nanny. I haven’t heard from you guys in a while. I just wanted to see how doctor Watson’s doing. We miss him so much. Let us know if you need anything; we’re always here to help. With warm wags, Colleen.” Something like that. You can do that so easily through sendoutcards.com.

Are you reminding them about upcoming holidays when they may need service?

This is the whole journey. From the time they hit the website, they call the office, how they sign up, is it easy to buy from you? Before they depart, while they’re away, when they return, and while they’re not actively using your service.

 

I tell you, if you do improve it, this is where you are going to set yourself apart from the rest. I see in so many pet sitting groups there are so many pet sitters, “How am I going to make a living doing this?” This is how.

You’re going to attract amazing customers; you’re going to provide genuinely stellar service; they are going to use you over and over again. They’re going to refer you all over town, and this is when business becomes easy.

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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My Secret Sauce to Building a Lucrative Pet Sitting Career

My Secret Sauce to Building a Lucrative Pet Sitting Career

I realized that I had been making videos for members of the pet sitting industry for many years. Some of you may not know who I am if you’re new to the industry. So I wanted to take this opportunity to let you know a little bit about me and how I was able to make millions was in the pet sitting industry, and how I became to be a coach to help others create lucrative pet sitting careers.

Flashback to 2001. I was a special education teacher teaching Down syndrome children, and I was completely unhappy in my career. As much as I loved the children, I did not feel like I was supposed to be doing this. I felt like I was trapped in the classroom all day. I wanted to be out in the fresh air, and I didn’t know what to do. I graduated from Ohio State with a special ed degree. So I had just assumed that this is what my path is supposed to be, to be a teacher.

After a heartfelt conversation with my parents where they asked me, “Colleen if you could do anything, what would it be?” And I said, “Well, I wouldn’t mind playing with dogs all day.” I said it as a joke, but it ended up being the sentence that changed my life. I decided at that moment that I was going to create a business based on my love of animals. That was how Pet Nanny started.

The problem was I knew nothing about business. Back then, I think there was like one book on the market. I read the book, and I followed the instructions, but that’s pretty much all I knew about business.

I didn’t know about business, marketing, team building, systemizing your business, and managing my finances. I spent a lot of years spinning my wheels. I did not get very far with the company. I ended up creating another job for myself, where I was working a lot.

I had clients, but non-ideal pet-sitting clients who didn’t respect me. They took advantage of me, called me all hours of the day and night. I had no free time. I’d never spent the night in my bed because I was always at my client’s houses, and it got exhausting.

To me, it was like I was maybe making a little more than I was when I was teaching, but I had no free time whatsoever. I completely lost my freedom. So at that point, I was trying to decide, do I want to do this? Or do I want to start something else? Maybe pharmaceutical sales, go back to teaching. I didn’t know.

Then again, I made the decision. I’m going to give this a go. I’m going to try to create a business that can run without me being an integral part of running it.

Create a business that can run without you being the integral part of having it run.

So I hired a business coach. I attended events, read books, and did everything. I implemented, and I got results.

How I've Made Millions in the Pet Sitting Industry 2


Currently, I have three managers that manage the company and a staff of 40 pet sitters that go out to take care of my client’s home. On average, we make around $75,000 a month in revenue, and I only have to work one hour a week in the business.

I started knowing absolutely nothing to get where I am today. It took me a lot of years to get to where I am today.

That’s how you will market your business, how you’re going to get new customers, how you’re going to wow your customers, and how you’re going to nurture your current customer list.

Have support. Find amazing pet sitters.

This is how you’re going to assess to make sure they’re going to be a good fit to work with your company, and it’s how you’re going to onboard them.

So by the time they’re ready to get started with your customers, they’re going to do a fantastic job.

What systems do you need in your business for it to run like a well-oiled machine? How to document them and build out your online business hub so that your business can run without you. That is how you know you have a true business.

Have the freedom to continue growing the business and doing things you love.

Guys, money is a good thing. Think about all of the things you can do and all of the charities you can commit your time to if you have extra money.

And freedom. You’re not stuck working like I was seven days a week, 365 days a year. You can have the freedom to continue growing the business on the backend. You can have the freedom to take part in hobbies that you love. Horseback riding, tennis, and paddle tennis. You like to travel. You want to work from different areas. You can do that when you build this type of business.

How many pet owners and pet lovers in your community can you impact with your amazing service?

So by you building this awesome pet sitting business, you’re going to be able to service so many more pet lovers and their furry pals and provide them with stellar pet care. And become a standout in the pet sitting industry.

Hey there, Newbie Pet Sitter! Are you feeling stuck or overwhelmed with starting your pet sitting business? Fret no longer, my friend. I’ve got ya covered!

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4 Ways to Increase Sales in Your Pet Sitting Business

4 Ways to Increase Sales in Your Pet Sitting Business

I get a million questions about marketing and how do I make more money? We tend to over-complicate things. It’s pretty simple.

1. Increase the number of new customers you bring to your business.

This is where you want to have a sales system where you are getting your pet sitting business, messaging, and offers out in front of new people and adding new people to your customer list.

2. Increase customer frequency.

It means getting your current customers to book from you more frequently. Again, you need to have a sales system to incentivize and remind your existing customer list to book service from you.

4 Ways to Increase Sales in Your Pet Sitting Business

 

It’s also the most forgotten practice in business. You have a customer list. These are the people that are willing and ready to buy from you.

3. Increase average transaction value.

Having your customers spend more money each time they book from you. Well, how do you do this?

Don’t just offer the basic 30-minute visit. Go to my website at petnannymainline.com, and you go to the services page, you will see that I offer a wide array of services, from 15, 30, 45 minutes, 60-minute, two-hour visits.

Plus, we have an entire menu of add-on services, or we call them concierge services. So when our customers are traveling, we will not only do the pet-sitting, dog-walking, and house sitting, but we will take care of an array of things that they need to be done in their home to keep things running smoothly for them. This will increase the average customer transaction.

4. Lastly, increase profit margin.

Increase your profit margins, meaning you need to make more with each visit booked. How do you do this? You can streamline and lower your expenses, or you can raise your rates.

Think about your compensation schedule for your sitters, as well. That’s another way to increase your profit margins.

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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Why I was Attracting Non-Ideal Pet Sitting Clients

Why I was Attracting Non-Ideal Pet Sitting Clients

 

One of the most common discussions among my students, and in my Facebook community, is how to find premium pet sitting clients who are easy to work with, who treat you with respect and who are prepared to pay premium prices.

I understand this dilemma because at the beginning of my pet sitting business journey I had exactly the same problem.

When I started my pet sitting business back in 2001 I had no idea how to run a business, how to set up a business, how to set myself apart from the rest, and I just threw a bunch of gunk up onto the wall to see what stuck.

That was my marketing strategy.

How you present your business matters

And the result was that I presented myself as a hobbyist versus as being a professional company.

I attracted non-ideal pet sitting clients who didn’t respect me, who haggled with me, who were not pleasant to work with.

I was very, very unhappy.

Why I was Attracting Non Ideal Pet Sitting Clients

 

Then, there was a moment with one specific customer that really changed my perspective on who I was prepared to accept as a client and who I should be trying to attract to my business.

This client lived in a giant mansion and booked me to visit her house five times a day, so the bill was quite large for that specific assignment. Then when she got home,  she wouldn’t pay me.

I emailed her, I called her, I emailed her invoices. Finally, she said, “If you want your money, you need to come to my front door and ask me for it face to face.”

And that was it. That was a defining moment with my business. I realized I was not prepared to accept being treated rudely or without respect on a day-to-day basis.

In fact, I almost quit the business because I was so unhappy.

Set yourself apart from the crowd

I had this roster filled with customers that I couldn’t stand. I worked seven days a week, 365 days a year and I was extremely unhappy, and I almost quit.

But I turned it all around and here we are in 2019, and I have an amazing business that’s bursting at the seams filled with ideal clients.

I have a staff of 40 pet sitters, I employ three managers, and the business is killing it.

So I’m here to tell you that I am living proof that you can have a hobbyist business and turn it into a professional company that will provide you with a lucrative career.

It is possible but you need to set yourself apart from the hobbyist and all of the people that have come in and saturated the market.

Don’t worry you don’t have to do this on your own. Join my Facebook group – Pet Nanny Coach Community for advice, support, and tips on growing your pet sitting business.

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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TITLE - Avoid Perfection Paralysis in Your Pet Sitting Business

Avoid Perfection Paralysis in Your Pet Sitting Business

I had a great coaching call with one of my Multiply Mastermind students, and we were talking about automations. Automations are what I teach my students to create on the backend that will take the manual processes out of their business, so things are happening without doing every last piece of it.

The number one automation we need to get is a lead magnet on their website. That is something you can offer your customer prospects in advance that will give them value, that’s going to add them to your email list, to convert them into a customer.

My student created several lead magnets. A lead magnet for dogs, for cats, one for summer, and one for winter. They were all excellent lead magnets, but she doesn’t need seven of them.

She just needs one.

She needs one to get it up and to run within her automation to get the campaign going.

That is what this lesson is all about. You have to be aware and mindful of the rabbit holes.

QUOTE - Avoid Perfection Paralysis in Your Pet Sitting Business

 

My student is staying stuck because she’s focusing too much on the rabbit holes and perfection paralysis. She was afraid to get it out in the world before it’s perfect.

There’s always plenty of time to get it perfect and add the bells and whistles to make it amazing.

Right now, get it up, get it out into the world and get it running because that’s how you’re going to build and grow your business.

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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TITLE - How to Overcome Fearfulness in your Pet Sitting Business

How to Overcome Fearfulness in your Pet Sitting Business

One of my past students tagged me in a pet-sitting forum. I went through this thread, and the topic was about me as a coach and if my pet sitting business programs were worth it.

Some past students had terrific things to say, while others I have never spoken to or met were saying awful rude things. They said I was arrogant, full of myself, and anything I had to offer is a waste of money.

I was taken aback for a minute. I read through the thread, closed my eyes, felt it, and I said “How does this feel? It does not feel good. I’m not going to lie.”.

QUOTE - How to Overcome Fearfulness in your Pet Sitting Business

 

A couple of years ago, such judgment would have derailed me and have me in tears. I feared putting myself out there to start the coaching business and thinking about what people would say and if I’m good enough.

After all years of mindset work, working on my internal self and thoughts, and understanding what judgment means, I realized that I am good no matter what.

Do the internal work. Understand that not everyone will like you.

When you understand that no matter how nice, kind, and giving you are, there will be people who love you, those that are neutral to you, and those who will not like you, it is an inevitable fact. It would be best if you embraced it.

Embrace it and put yourself out into the world regardless. Understand that you are worthy.

How many pet owners can you service and take excellent care of their pets if you start working on this fear of judgment? Don’t let it hold you back.

Understand that for those people who are going to hate, let them hate. The ones who love you and are going to love your services are the people you want to attract to your business, and they are the ones you want to help.

As for the haters, wish them love, but be on your way.

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Thought Work

Using Thought Work in Your Pet Sitting Business

I love everything related to mindfulness and personal development. My college roommate used to make fun of me with all my personal development books, which helped me create a positive mindset to attract and develop the results I want and need in my life.

So I’m going to keep doing it. Every day, I pull out one of these cards to start my day when I sit on my desk. Today’s card states that “I can decide today to recalibrate my energy and commit to love and joy.” This process may not be your thing, which is okay, but it works for me.

Thought Work


A couple of years ago, I stumbled across this excellent podcast called The Life Coach School by Brooke Castillo. This podcast changed my life.

The podcast took my thought work to a whole new level. It made a significant impact on me that I also sent it to my friend, Bridget Cooper, who was working in a big corporate job in Philadephia. We would both binge-listen the podcast and would have fantastic brainstorming sessions about it.

Then one day, she told me, “I’m leaving my job, and I’m going to become a life coach.”

I didn’t expect that, but I was also very excited because she’s so good at this. She went to Brooke Castillo’s Life Coach School Training, got certified from Brooke, and she now offers such fantastic value and helps so many people.

I’m going to gift you today with Bridget’s free coaching calls. Click the link below to schedule a call with Bridget and decide if life coaching is for you.

So again, check out the Life Coach School with Brooke Castillo Podcast and schedule your free coaching call with Bridget Cooper to see if life coaching can help you in your life and your business.

www.MeetWithBridget.com

5 Tips To Deal With Grief While Running Your Pet Sitting Business

5 Tips To Deal With Grief While Running Your Pet Sitting Business

Last May, my dad unexpectedly fell ill and ended up passing away in the hospital. Due to the COVID-19 pandemic, he was in the hospital for 19 days, and I was unable to see him during this process. It was a very tragic experience.

Thus, the reason I haven’t done a video for some time. I’ve taken some time for myself away from my pet sitting business.

But now, I’m back. I still get emotional, and I wanted to do a video for you guys about how to deal with grief while running a business. Regardless of the amount of pain that I was in, a business still had to be taken care of.

I’m sharing with you what I did to help me get through this and still have my business running while I took a little bit of time for myself.

#1 I communicated with my team.

My team knew what was going on. I’ve talked about the importance of having a team to support me in my pet sitting business. From the moment my dad became sick, I kept my team abreast with open communication. You don’t have to burden your team with too many details, but having that line of communication open so they understand what you’re going through and can step up.

#2 I leaned on my support network of family and friends.

I leaned on the people I needed in my life. I probably could have used a little more support if it wasn’t for the COVID. I would have loved some more support in terms of people coming over.

During the funeral, we were only allowed to have ten people. It meant the world to me when I found all my friends standing there when I walked out of the funeral.

#3 I spoke with a counselor regularly via Zoom.

Due to COVID, you can’t see anybody face to face. I was able to speak with her, and she’s helping me through my grief. One of my beloved students gave me a book to read, and my counselor reads it with me. We’re working through it together so she can help me with it.

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#4 I changed my scenery.

This is not possible for everybody and I get it. But in Philadelphia, riots were going on, and it was too much for my brain and heart to handle. So I went to our family beach house to calm and soothe my soul. If possible, I highly suggest this. I think that’s one of the best things that I did to renew my mind and help me through this difficult time.

#5 I delegated as much as I could to my team.

Some people bury themselves in their work to get through their grief. I’m unable to do this. My mind was just not in it, so I gave as much to my team as possible, and they were helpful.

Thus, the importance of building a team and structure around you. You never know when things like this will happen. Having people, you can lean on and delegate to will make a world of difference. I would have never been able to get through this without them.

Lean on the people around you.
Build that support system.
Build that team.

I don’t wish this on anybody. But this is life, and things do happen. Anyone that’s experiencing any grief or tragedy, this is how I got through it.

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