We were lucky to catch up with Kimberly Henrie recently and have shared our conversation below.

Kimberly, appreciate you joining us today. What’s been the best thing you’ve ever seen (or done yourself) to show a customer that you appreciate them?

Customer service and satisfaction is one of the core values and pillars that I have structured my company around. I strive to make every customer interaction one that leaves them and their pet feeling special and valued. One particular example that comes to mind is with a customer whom I have been working with over the last couple of years. Recently, this customer experienced a major medical episode that resulted in not only long-term health issues but had a significant financial impact on her life. She and her loving service dog were also displaced as a result of this event. This customer, however, did not let this get her down or stop her from trying to help others that she felt needed help in their lives. She felt that is was important to continue to help others and asked if I would help her with a special project. In an effort to show her how much I appreciate and value her, I helped to sponsor a “Secret Santa” project she wanted to do by donating some of my product and time to help her achieve her goals. I also then sent her some free products for her and her service pet as well to show her that I absolutely appreciate her as a client and friend. She was surprised and so happy that I was able to help her with her project and overwhelmed that I would also send her new products as well. To this day, she continues to express her appreciation for our kindness and support as she works on her own future and how much it meant that I showed her I care about her and her pet.

Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers

Just a little over three years ago I opted to make a major change in my life and become a full-time entrepreneur and start a business that I was passionate about . Before the leap, I served a senior level executive in higher education and felt that it was time for a change. I wanted to focus my efforts on establishing an opportunity to be creative, do something that brought me joy, and do something that allowed me to explore my passions regarding animals, So I decided to create a small online pet boutique and Henry & Sadie was born! At the time, I knew that I was entering a rather saturated market but wanted to pursue it anyway. I look for something different that would help us stand out and found a new material that was emerging in the pet market – Biothane. As a result, all of my collars and leads are all handmade using this material which is stronger and more durable than both nylon webbing and leather. It is waterproof, odor resistant, extremely flexible, lightweight, and very easy to clean – everything that a dog owner is looking for. In addition, I wanted to make sure that I provided a unique experience for every single one of my customers. I wanted them to feel like it was Christmas when they ordered from me and that they were receiving a quality product, worthy of them and their pet. When my customers receive their orders, it is an experience; from our packaging to the little extras that I send along to show my appreciation, I want them to know I value them and want them to be satisfied with their interaction with my company.

What’s been the most effective strategy for growing your clientele?

The strategy that has been the most effective depends on the markets that I am trying to reach

National & International Markets: Engage and create content on Instagram and other social media platforms

Since I am primarily an online company, I need to ensure that I have an active social media presence. I currently focus my efforts on Instagram and the use of ambassadors to help me spread the message about my company. This helped get me launched on a more national and international platform.

Local markets: Develop a physical presence by engaging in local makers and farmer’s markets and related partnerships

To reach the local markets and develop a very loyal client base, I have found it is essential for creating an in-person relationship and have used makers’ markets, farmers’ markets, and participated in industry specific trade shows. I also found that creating partnerships with other companies with a connection to the same general industry has opened additional doors and expanded my potential client base.

How do you keep in touch with clients and foster brand loyalty?

Obviously, it is critical that you communicate with your client base. I currently use emails, texts, and social media messages but try to be respectful of the amount of information that I send them. We are all inundated with messages from all the companies we support and the message may not make it through – so that brings in the more important part of fostering brand loyalty.

For my company, I focus on kindness, positivity and customer service. They know that if they have a custom need or just a question, I will work to get them an answer. If my clients have issues or concerns with our product or service, I immediately work with them to find an acceptable solution to resolve whatever the issue might be. I try to make the interaction as simple as possible. I also personalize my interaction with every one of my clients. I feature their pets in our products on our social media pages, and overall just try to be kind and caring.

Contact Info:

• Website: henryandsadie.com
• Instagram: @henry.and.sadie
• Facebook: henryandsadie
• Other: Pinterest @HenryandSadie Etsy: HenryandSadie

Image Credits
Jeremy Henrie