Ever wish pets could schedule their own appointments and bring themselves in for care? The key to stopping client-created stress is to see your clients for the different breeds they are—and adjust your approach accordingly.
"Increased customer loyalty is the single most important driver of long-term profitability," say Scott Robinette, Claire Brand, and Vicki Lenz, authors of Emotion Marketing: The Hallmark Way of Winning Customers for Life (McGraw-Hill, 2000).
"I didn't like boarding my dog in a little cage," says Dr. Henry Inglesby, owner of Suwanee Pet Suites and Animal Care Center in Suwanee, Ga. Assuming other vacationing dog owners also hated the thought of leaving their precious canines in tight quarters, he decided to replace the cramped cages.