June 2005 |
"Business is booming! The phone doesn't stop all day and the follow-up
paperwork is time-consuming as we are solidly booked up until September,
half full for Oct/Nov & almost for for December so I can be a little more choosy
about clients I take now! I've got to the point where some policies need
to be made about opening & phone-answering times - I wasn't prepared for just
how busy we would be! I am looking at taking someone on to help. Tim is working
hard on the new reception building at the moment. We are also walking the dogs
3 times a day now, but for shorter periods then when they were just walked twice
- but they love getting out more.
My only problems have been how to deal with people who just don't turn up,
especially when I've turned so many people away
- it's very frustrating and is a lot of money to 'lose' - dealing with all the
paperwork, and dogs chewing my beautiful bedding!"
There isn't anything you can do about the ones that don't turn up, but
we did suggest Jane keeps a note of these people & is prepared next time they
phone, or doesn't take bookings from them again. Only a small deposit was being
charged, and it could easily be raised to 25 or 50% upfront, and a policy needs
to be in place for late cancellations or those that don't turn up, to 'lose'
part or all of the deposit. After all, weeks of bookings to lose money on soon
mounts up. We suggested that Jane advertises locally for blankets and if she
isn't sure about how a dog will react, then give them these - and keep her best
bedding for the dogs she knows will not chew them.
We also spoke to Pat Stansfield (one of our Consultancy customers) at St
Anne's Boarding Kennels who has been running boarding,
grooming & rescue businesses for over 30 years and has probably been through
most scenarios! She found that taking deposits didn't deter this, her
policy is now to cut out the paperwork (confirmations) and only do the booking
form & take deposits when people arrive. She has a huge base of regular clients
built over many years, and this works really well for her. Pat's advice was that
as time goes on, you will get better at getting a 'gut feeling' for whether someone
is going to turn up or not. With the advent of 'internet' holiday bookings &
cheap, last minute deals - she finds many book at the last minute. Also, 75%
of clients will have large dogs, as she has found that people with small dogs
can usually find a relative, friend or neighbour willing to look after them -
which doesn't happen with the large dogs!
In
Pat's case, she has found that it is almost always 'new' clients without up-to-date
vaccinations that let her down. She also asks them to go & get the vaccination
record while she is on the phone, and check it! The solution for her is to mark
them in her diary with a question mark afterwards, which reminds her to phone
them a couple of weeks before the due date to check, and people seem
comfortable 'letting her down' over the phone. With regular clients it isn't
a problem, they turn up - maybe a day early or late because they got the date
wrong, but they do turn up!
Pat also asks if the dog has been in kennels before,
especially if elderly. It isn't fair to put an elderly dog into kennels for 2
weeks when they've never been in before, so she asks them to come for a trial
visit, when the owner is still around & available.
The 'no paperwork' option may not work in Jane's area as people
are booking so far ahead, rather than last minute - so they tend to want confirmation
in writing, but it's great to have perspective from a long-standing business!
|
March 2005 |
Just 5 months after opening, Jane told us:
"If anyone's in any doubt about the need for good kennels, they needn't
be!"
"I've been so busy it's been unbelievable as I'm snowed under with bookings & turning
people away. It's been full, full, full since Christmas and it's getting
busier & busier! It's really, really going well and I'm getting bookings
from your www.boardingkennels.org webpage.
I've already got bookings for Christmas & next year so that customers
are guaranteed that their dogs will get in!"
"My customers all love the kennels and think it's a beautiful place.
There are lots of changes from when you were last here, we've put in lots of flowers
and beautiful plants and are now busy building a separate
reception. I can't
wait for you to see it in its full glory!
The Environmental Health Officer licensed
us for 3 dogs for each giant kennel- and I need more giant kennels!
We're already at the point when we're considering whether to build another kennel
block, but at the moment I'm happy to stay as we are. I now have my Groomer here
for 5 days a week and she is getting 6 dogs in a day!"
"I have one customer who had a hip replacement, but then
contracted MRSA so she's been 8 weeks in hospital now. Her
dog is her baby so I send digital photos to reassure and comfort her that
her dog is well and happy.
I have another customer who is on a 6 week cruise and I email her photos
too, and I'm delighted to say a large local Animal Rescue home is
recommending me. The
Police are considering me for a contract for the Police
Dogs and the dog handlers
are so keen for their dogs to come here that they have offered to pay any shortfall
from the Police budget themselves!"
"I've had people contact me from your website who are interested in building
from your Blueprints and in the PetAdmin booking
software."
David & Kay will be visiting for an update
in June 2005 |
