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Excellence in Customer Service

puppy sitting

Excellence in Customer Service

Hosting your customers and helping them choose the perfect pet can be one of the most rewarding parts of your job. Below are a few ideas to help you create a wonderful experience for everyone.

Shake a paw! Shaking hands is a great way to show your customers that you are to be trusted. Some customers may not be interested in a handshake since covid, but always be ready if they make the first move. Opening doors and other acts of respect make a big difference.

Most people enjoy talking about themselves and their families. Asking customers if they have other pets is a great way to gauge the customer’s experience with dogs. Encourage the customer to share about past experiences with pets. If they just lost a pet, be sympathetic! Show them that you care.

Ask your customers if they have any questions about caring for their new pet. Don’t be afraid to give them your recommendations about basic care. Remember, you’re the expert, at least in their eyes. If you don’t know the answers to their questions you can tell them to ask their vet or that you will do some research and get back to them. Tell them to call anytime if they have questions.

Take time to explain the health records, health certificate, and health guarantee. Explain in simple easy to understand terms.

Give the customer a thank-you gift. Blankets, toys, and other pet essentials are great ideas. Simple promotional items like printed pens and drink-ware keep your brand visible after the sale. Think outside the box! Does your family have a favorite food that the customer would enjoy? How about  a loaf of homemade bread or a shoo-fly pie? Some gift basket shops even offer special baskets designed for new pet owners.

Call the customer a few weeks after the  sale to see how things are going. Ask them if they have any questions for you.

Selling puppies provides a small window of time to let our lights shine. Caring deeply about your puppies and their new family will be your biggest asset. Put yourself in your customer’s shoes and ask yourself what you could do to improve their experience with your business.



PAWS (Pennsylvania Animal Welfare and Safety) is a group of pet breeders who are dedicated to
helping the industry by providing guidance in areas such as pet safety, marketing, public relations,
and legal requirements. We believe that pets should be treated humanely and with respect. We
work to provide our members and the industry with tools and education so they can meet and
exceed state and federal standards.

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