Maximizing Dog Walking Client Retention During the COVID-19 Crisis (or Anytime)

With clients working from home and stay at home orders in effect due to coronavirus, chances are you have a lot of clients you're not able to serve right now. What you do have is some extra time, and working on strategies to keep as many of your previous clients is a smart was to spend it.

Once you've allowed yourself to have a brief pity party, it's time to get to work so you can make the best out of this awful situation. And for dog walkers, a big part of that is working on client retention. When this is over the more clients who resume service with you, the better, right? 

So instead of curling up on the sofa to watch Tiger King on Netflix, think about what you can do to maintain your client relationships throughout this crisis. After that, go ahead and binge watch or nap, because savoring downtime is important too. 

What problems can you help solve?

Your clients hired you to solve a problem. Maybe the problem was that their dog needed a potty break. Maybe it was that their dog has tons of energy and needs an outlet for that. Or it perhaps they want their dog to have the very best quality of life possible. Your clients still have challenges with their dog now that they're at home, though they may differ from before. For example, they might be struggling with:

• Their dog driving them nuts by soliciting attention while they are trying to work
• Dealing with barking during conference calls
• Keeping their dog busy while they take care of children or other family members
• They're bored with staying at home and only walking their dog, but don't know any other options

Take a minute to brainstorm any potential struggles your clients might be experiencing right now. Later, you'll work out ways you can help clients address those challenges.

What skills do you have?

Next I want you to think about any skills you have that you might be able to use to assist your clients.

• Are you a good writer?
• Have a knack for video?
• Do you have a lot of awesome photos of your client dogs?
• Do you know a lot about dog behavior and training? Canine nutrition? Other pet related topics?

How can you use your skills to continue to serve your clients? 

Combine your strengths with your clients' struggles right now. How can you play to your strengths and help them with that?

Here are some examples:

• Make a video detailing enrichment ideas to keep their dog busy
• Share dog training and management tips
•  Brighten their day by posting flashback photos of their dogs on your social media accounts
• Send them emails with helpful resources

Whether you are providing educational resources or just brightening a client's day, you can be really creative and play to your strengths here. 

Staying in Touch

Once you've nailed down what your clients need and what you can provide to meet those needs, follow through by making it happen. If you can be in contact with them at least once a week then you'll stay top-of-mind for them, and you'll build a stronger relationship as a result. When they are in a position to resume walks, you stand a very good chance of being the go-to dog walking service for them. Even if your clients have been financially impacted and can't continue walks, supporting them not only feels good, it also may lead to referrals down the line, so it's a win-win for you both.