Appointment setting examples
Answer phone.
- BA: “Bark Avenue pet Salon, ______________ speaking, may I help you?”
- Client: “I want to get my dog groomed.”
- Note…You can look at caller i.d. to see if you can use the name to find the file card on the client.)
- B.A.: “May I have you’re last name?”
- Client: “______________” (dog name)
- B.A.: “And the name of you’re pet?” (If you found the card) -or- “Have you been here before?” (If you have not found card yet).
- Client; “___________” -or-“No we haven’t.”
- Note…at this point, if it is a client that has been here, you need to have the card. If not, you can ask that they hold for a moment, and get help or look harder (we think we have a card eating monster.)
- B.A.: “ Do you prefer any specific groomer?” -And/or- “Our records show that we need update information for vaccines, we need that you bring in the paper you’re vet gave you, or if it is a local vet, we can call them.”
- -or- (if it is a new client) “We require that all animals are up to date on vaccines, and we will need for you to bring the paper you got from the vet, or if it is a local vet, we can call them for you.”
- Note: we cannot honor the tag only because they do not indicate the name of the animal or owner on them.
- B.A.: (checking for the first available) “Our first available opening is : (time) on (day), is that a good time for you?”
Other client questions:
Pricing: We can give “base prices” or estimates. Refer to the price sheet.
B.A.: “Our base price for Toy and Miniature Poodles free of mats is $27.00 and that includes the trim, bath, nails trimming, and cleaning the ears.”
Work with the client as much as possible to accommodate their time.
We usually average 4 to 5 hours for the average groom, giving an extra hour, depending on the size. We average 3 to 4 hours for a bath.
It is preferred that the groom appt. times are spread out each hour to hour and a half, depending on the size, mats, behavior, so they don’t all want out at the same time. Some clients are set up quicker, usually says on the card…somewhere, hopefully. You will get used to our regulars after a couple months, and know what they are used to. For now, you will need to rely on our estimated pick up time we pencil in, or by all means, ask the groomer if such and such a time is ok.
.
|
|
|---|