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http://www.petsit.com PSI's Pet Sitter of the Year™ panel (Scott Black, Cara Armour, Rob Nager and Darlene Ehlers) present Pet Sitters International's July 2011 member webinar, "You've Got to Keep Your Two-Legged Clients Happy, Too!" PSI members can view the actual recording in the Members Area of petsit.com.
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You’ve got to k eep your two-legged
cl ients happy, too!
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
Customer Service Tips from PSI Pet Sitters of the Year
M eet today’s panelists:
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
Scott Black, 2010 PSY
Personal Touch Pet Sitting, Inc.
Kingwood, TX
Cara Armour, 2009 PSY
Active Paws
Watertown, MA
Rob Nager, 2008 PSY
Decadent Dog, Inc.
Needham, MA
Darlene Ehlers, 2006 PSY
Pampered Pets Home Care
Blue Jay, OH
P SI M embers’ Cl ient P rofi le
-This data if from PSI’s 2011 State of the Industry Survey
Percent of clients based on family type
•Members state there are more married couples without
children (43.9 %) than couples with children (30.6%) who
utilize their services.
•Single females (24.2%) tend to use pet sitters at more than
double the rate of single males (10.3%).
P SI M embers’ Cl ient P rofi le
-This data if from PSI’s 2011 State of the Industry Survey
Percent of clients based on age
•On average the typical pet sitter client is a married couple
between the ages of 36-50 (45%).
•Clients under the age of 25 years old was the smallest
group, making up only 4.3% of all clients.
You’ve got to k eep your two-legged
cl ients happy, too!
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
Customer Service Tips from PSI Pet Sitters of the Year
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
How do your voicemail and call-back policies demonstrate your
commitment to customer service?
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
What are your best practices and tips for handling meet and greet
consultations?
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
What is your company’s overall “customer service policy?”
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
How do you manage employees or oversee ICs to ensure they provide
the same level of customer service?
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
How do you measure your clients’ satisfaction with your customer
service?
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
What is your general policy for handling complaints?
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
What is the most unusual complaint you have received? How
was it resolved?
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
Have you ever “won over” a complaining client? How?
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
How have you handled a client that could not be satisfied? Have you
had to “fire” a client?
You’ve got to keep your two-legged clients happy, too! Customer Service Tips from PSI Pet Sitters of the Year
PSI’s series is sponsored by Business Insurers of the Carolinas ©2011
Time for
Q&A
