CLIENT INTERACTIONS
LESSON ONE: RUNNING THE FIRST MEETING
When I first arrive at the client s home, I introduce myself and shake their hand. I then ask, Is there somewhere we can sit to have a quick chat before we start the training?
You should know before you arrive whether it s safe to enter with the dog present. If it is, I leave it up to the client whether the dog is around during the initial chat or not, but I ignore the dog either way.
We sit at a table and I then get out their training agreement and have them sign it. I then briefly go through their questionnaire, which I have read before-hand but now, I ask for any further details they have left out that I need.
I explain how I train and why, in simple terms I recommend any equipment changes I d like them to make We start training!
During training, I explain, demonstrate, then coach them through it, answering any questions they have along the way
At the end, I tell them we are out of time, and invite them to sit down again to talk about their options going forward.
I then present the programs on a sheet, with no prices shown. I run through each one that I would recommend to them, and I tell them which one would benefit them the most.
I then ask them - which one appeals to you the most?
This is usually when they will ask the price. I oblige and turn the sheet over to show the program prices.
I tell them, these are the prices if you pay today, or I can arrange a payment plan for an additional 10% This would also be the time to mention any guarantees if you have them.
Let them have some space and wait for them to speak next. Have full confidence in your prices.
See the Succeed At Selling Module for what to do if they need to think about it If they decide on the spot, take payment and book in the next lesson!
Remember, every time you run a lesson and pitch a program, it s practice!
LESSON TWO: REQUESTS FOR REFUNDS
Every now and then, a client will request a refund on a program. So it s important for both parties to know your refund policy from day one.
As a small business, you should try to avoid having to give cash refunds as much as possible. However, there are some circumstances where you may like to offer a refund at your discretion. For example, the dog has passed away.
In most other cases, you could offer a credit for another product or service first.
If you have already delivered the service, you should not refund.
If you haven t already delivered the service or you are half way through a program, stick to your policies. If you do have to refund half way through a program, do it based on how many lessons are left rather than refunding the entire program.
If it s a class, they have paid for a spot that someone else could have filled so I would not usually refund.
Sometimes if a customer is upset, it s better to refund and wish them well and move on quickly. One bad apple can ruin the bunch.
LESSON THREE: RUNNING A GROUP CLASS
When someone signs up to a group class, send them the class rules and requirements beforehand and have them sign the agreement and pay up front.
One of the most important things when running a class smoothly is that everyone shows up on time. Enforce this rule by starting on time no matter what.
If you don t have anyone to help you check people in, you will be better off with people paying before the day of class.
Class locations? School grounds Scout halls Council parks that can be hired out Show grounds
There are many different ways to structure a class. The way I do it is that an initial lesson is required first, at the usual price. Then a per class fee.
Classes are not usually the most profitable of services but can make a great addition to your programs.
You don t have to run classes though, to be successful.
Stand out by making classes fun and playing real world scenarios and practical games. Showing this off on social media is a great way to promote your classes if you want to boost numbers.
Post below: how do you structure your group classes?