Do you prefer that your customers contact you via telephone, text, or a messaging platform? Increasingly, groomers are giving up the standard phone call in preference for messaging. The benefits are as follows:
- Messaging saves time by omitting long phone conversations. Even chatty customers tend to keep their messages short and to the point.
- Messaging can be done even while a dog is barking and the velocity dryer is on. There is no need to wait for a quiet moment to reply to a customer.
- There is a record of what was said by both parties. This can come in handy if there is a question later about what time an appointment was arranged for or what prices were quoted. Having a written record can eliminate many disagreements.
- Many customers are delighted to receive photos of the grooming in progress or a sweet picture of the dog, all finished and looking happy. These can be fun to send and take an investment of only a few moments.
- Tech-savvy groomers can set up a template they can send to new customers to instruct them on scheduling an appointment or direct them to a website for more in-depth information.
- Some programs can be set up to allow customers to pay via text, consolidating all communications from start to finish through a single format.
Messaging is a less formal mode of communication, but it is essential to remember that your words reflect your business. Here are some tips to help keep things professional.
- Respond to messages as quickly as possible.
- Set a professional status that customers will receive when you are not responding to messages to set expectations.
- Avoid USING ALL CAPITALS as it suggests an angry or aggressive tone.
- Proofread to check for typographical and grammatical errors and ensure you are messaging the intended person before you hit send.
- Keep your messages concise. That is one of the best parts of messaging!
- Avoid using abbreviations. Even if your writing is perfectly obvious to you, the reader may not understand what you mean.
- Messages should be positive and clear. For example, "Thank you for contacting me. I can groom Phred on Wednesday the 10th at 11:00 AM. I am looking forward to seeing you both."
- Avoid using humor or sarcasm because tone can be impossible to read in messages.
- Manners matter. Remember that what you write can be read repeatedly and shared with others. Write only what you believe will reflect positively on you and your business.
- Know when a topic has become too complex, emotional, or confusing, and suggest an in-person phone call instead.
- Messages generally do not require a formal sign-off. Let the conversation end gracefully once the relevant topics have been addressed, or simply reply with a "Thanks."
For an increasing number of groomers, the ability to eliminate phone calls and transact all their communications via text is a streamlining business win.
