Relentless follow-up with a side order of caring compassion - why you should be providing it (Love Your Business)

Do you know why clients vanish rather than replying to your emails, texts or phone calls?

Did you send out an amazing training plan, but heard nothing back?

Was the person super keen on the phone, but hasn’t actually booked their session yet?

*pssssst secret coming up*

It gets in the way – even if it’s not a major crisis. But often big stuff happens and replying to your email or call slips off the list.

And then it's been weeks since they spoke to you.

Instead of making assumptions about why that client didn’t get back to you 

(Were you too expensive? Did they not believe you could help them? Has the dog bitten someone?)
just keep following them up until you find out!

When do you stop following them up?

Well, that’s up to you. For me, if it’s a behaviour client then I’m going to follow-up until they

• reply to tell me why they don’t want to continue
• book the follow-up call

And after three months I send my very final closing email and text that lets them know I’ve taken them off our active client list.

Am I annoying? Maybe a little!

But it’s done with humour and kindness. 

Because I know life gets in the way, and I promised to help them and their dog.  And follow-up is one of the ways I help people.

Today’s happy follow-up story

 

I just came off a really positive Skype call with a behaviour client. Since I hadn’t heard from them in over two months, I wasn’t sure how it would go.

I saw them back in June 2018. We went through the usual phone consult and vet referral process. A face to face assessment was provisionally booked in but I had to chase several times by email to make sure it was all confirmed with payment.

The session was brilliant, everyone made so much progress and the dedication was clear to see. The detailed plan went out by post and email, with the link to book a follow-up call as part of the package.

Absolute silence…

My heart used to sink at times like this. 

Had something really bad happened? Were they disappointed with the session? Had I given them too much homework?

I sent out my usual follow-up reminder emails about three weeks apart (and yes, I have a template for those too!)

And then suddenly I saw they had booked a follow-up call.

Tonight, they told me that things have been going so well they were able to take their dog on holiday with them. He enjoyed visiting local shops and spending time at the seaside with his precious family – and wasn’t worrying about strangers! Even the vet had commented on the big change in the dog’s attitude and confidence.

And now we have a wee plan to work on the other problems, and I’ll chase them in a friendly way to make sure the follow-up calls get booked in.

As for the follow-up emails and texts – they loved them. Between job stress, family stuff and lots of hospital appointments it was too easy for them to lose track of things. They said thank you for the regular reminders and chases.

Can't imagine spending all that time or effort?

Did you just read this whole email thinking “yeah that’s fine for you, Morag, but I can’t afford to spend my time following up clients…..”

Really? Because that’s an important part of what we do. And it should be reflected in your pricing.

If pricing is a dirty word for your brain, why not book onto the next Love Your Business webinar all about setting your prices, how to estimate costs, and when to discount.

Thursday 30^th August 7pm

Each webinar is recorded and available for 30 days BUT you must book on to get access! 

Just click the bold date in the calendar below to grab your space, and don't forget your discount code if you are an APBC or APDT member.

So what exactly do you do?

When someone asks you what your job is, how do you answer?

With a job title?

• Dog trainer
• Canine Behaviourist
• Specialist canine sports instructor

With a description of what you do?

• Do you start telling them that you train people and their dogs
• Or that you work with scared, barky or frustrated dogs

Or do you tell them what owners and dogs get out from working with you?

• I help people build better relationships with their dogs, and enjoy living with them again
• Creating confident puppies who can go everywhere with their family
• Teach dogs to love loud noises and fireworks instead of being terrified every year

You can imagine which I think is more useful, especially when we’re talking to owners, carers and potential clients!

Assuming your answer really snagged the interest of the enquirer, they should say something like “Oh wow, that sounds so interesting. How would I work with you? How can you help me and my dog [insert details here]”.

What’s your answer now?

Do you have a process that takes the owner from basic information collection through to a training or behaviour package and into being a long term client?

If you’re not sure what happens next, neither is your client!

Striking a balance between having standard packages and processes while still recognising the individuality of each case can be tricky.

Tailoring every single aspect for each client is time consuming and expensive.

Yet offering cookie-cutter style packages can leave clients feeling unheard, and poor results from too standard an approach to training.

And free initial chats, consults and assessments can lead to you giving out great information but getting few follow-on bookings.

If you want help finding processes and packages that work for you AND your clients, sign up for the next webinar on Thursday 16^th August 7pm.

You can attend live, or watch the recording and download the resources for 30 days after the broadcast. Don’t forget to submit your questions in advance!

Wishing you a wonderful week of business joy

Morag

UltraCanicrosser, Firewalker, Clinical Animal Behaviourist

PS if you’re a member of the APDT, or the Penguin support group don’t forget to use your discount codes – and if that means nothing to you, don’t worry!

What did you get up to last Sunday?

I bet it didn’t include climbing into the jammed boot of a landrover, dismantling a crate, and then taking the back panel off while trying to dislodge the key…

So our first Sunday Social was a little bit more full of challenges than we expected, but there was definitely plenty of cake and activities going on!

From searching trucks

To Rally and TEAM

With some agility

And improvisational scentwork/parkour combos

In fact I think the only things we didn’t do were canicross (Laura and Morag ran two workshops on Saturday, and their dogs demanded a day off!), and tracking – but we have a whole field for that next time.

If you’d like to get in on the Sunday Social fun, our next get-together is on Sunday 18^th February at 2pm, and then Sunday 18^th March after that.

Open to anyone who has trained with Well Connected Canine if your dog would enjoy social activities

Let us know if you’re coming by clicking here:
https://doodle.com/poll/afu9wixmvpwg4vhz

Thanks for coming and having more fun with your dogs!

Morag, Clare and Laura