Our Physical Environment and Service Standards
Staff standards for a clean, professional facility and the phone, greeting, and de-escalation habits that back it up.
Purpose
Our environment and how we carry ourselves are the face of this business. A clean, organized facility and a confident, professional team are not separate things: cleanliness also drives better morale, fewer errors, and fewer incidents. This SOP lays out what a clean environment looks like and the service habits that go with it, including how to handle a client who is upset.
At a Glance
- Common areas, floors, and play or work rooms stay clean, odor-free, and clutter-free at all times. See Reception Cleanliness for the room-by-room detail on the front desk area specifically.
- Answer the phone within three rings, and return missed calls and emails the same business day. See The Voice for how to sound on the phone.
- Greet every guest by name, and their dog's name, with eye contact and a smile as soon as they walk in.
- Provide the services and amenities a client requests unless it is unsafe or unreasonable, in which case a Responsible Instructor or manager communicates that to the client directly and documents it in our system.
- If a client is upset, apologize, offer a solution, and escalate to a manager if you are not sure of the best course of action. See Weepy Clients for emotional drop-offs specifically, and Steps to Excellent Customer Service for the wider troubleshooting approach this sits inside.
Physical Environment Standards
- All common areas should be free of clutter.
- Jackets and other clothing should not be hanging over the chairs.
- Premises should always be free of odor.
- Floors should always be in immaculate condition: free of animal waste, hair, and dirt.
- Brochures, business cards, and other client materials are replenished and orderly.
- A pen should always be at the front desk available for client use.
- Play and work rooms should look and smell clean, with equipment in excellent shape.
Service Standards
We listen to clients carefully and answer questions with professionalism and courtesy. If something can be made better, we do it. Our basic customer service standards:
- Always answer the phone within three rings.
- Always return missed calls after they are seen, and emails, the same business day.
- Make eye contact, smile, and greet guests and lobby visitors immediately after they enter.
- Always welcome guests using the guest's name first, if known, and the dog's name, with the appropriate gender references throughout the conversation.
- Always maintain an organized, clean, odor-free work environment.
- Always feed, provide treats, and give medication per client instructions, unless otherwise directed by a manager.
- Always have dogs clean and give them a final examination at check out.
- Always have belongings clean and ready for pickup at the scheduled departure time.
- Always provide all services and amenities a client requests. If something is unsafe or unreasonable, a Responsible Instructor or manager communicates that directly to the client and documents it in our system.
- Always thank clients for doing business with us, or let them know how much we enjoyed their dog. Their business is why we get to work at this facility.
A few phrasing notes: "no problem" is not a proper response when a client thanks you, use "you're welcome" or "my pleasure" instead. Avoid filler words like "like," "um," and "so." Pause before you speak and gather your thoughts rather than rushing to sound sure of yourself.
Handling an Upset Client
Always apologize if a client is upset and find out what we can do to resolve the issue. Responses like "I understand" and "I would feel the same way" help de-escalate the situation and open the door to a solution.
Be creative when working out a fix. Options to consider, or find what will actually make the client happy:
- Offer a store credit.
- Offer a free bath and nail trim.
- Offer a free lesson, daycare day, or similar service.
Some clients are frustrated about something unrelated and take it out on whoever is in front of them. Do not give in to a confrontation. Smile, stay positive and professional, and escalate to a manager.
If you feel overwhelmed after a confrontation, do not hesitate to ask for a moment to yourself. A conversation with a member of management afterward can confirm you handled it correctly and offer advice on what to try differently next time.
Who to Ask
If a requested service or amenity seems unsafe or unreasonable, that decision and the client conversation belong to a Responsible Instructor or manager, documented in our system. Anything you are unsure how to resolve with an upset client goes to a manager the same way.
How do I escalate an upset client I can't resolve myself?
Apologize, acknowledge how the client feels, and offer a solution, a store credit, a free bath and nail trim, or a free lesson or daycare day are all options. If none of that resolves it, or a client becomes confrontational, stay positive, do not argue, and escalate to a manager. Afterward, take a moment for yourself if you need one, and talk it through with management.