We recently connected with Ligaya Kelly and have shared our conversation below.
Ligaya, looking forward to hearing all of your stories today. Taking care of customers isn’t just good business – it is often one of the main reasons folks went into business in the first place. So, we’d love to get a conversation going around how to best help clients feel appreciated – maybe you can share something you’ve done or seen someone do that’s been really effective at helping a customer feel valued?
I’ve always told my friends that even if a restaurant has mediocre food, I’ll go back if the service is stellar. Part of owning a business is customer service. Will Guidara (a famous restaurateur) wrote a book called “Unreasonable Hospitality.” I’m not saying customer service will keep you open no matter what, but it is a major key. Of course, you still have to provide them with quality products or services, but excellent customer service goes a long way.
In my industry, you’re caring for someone’s 4-legged family member, which might as well be their child. They want to know that you’re listening and that you care. Some of my best moments were as simple as describing an interaction with their pet, and they knew I really was caring for their pet.
There’s no one story that is the best. For some, it was simply being willing to listen to them talk at length, standing in my driveway, not even about their pet. For others, it was a discount as an ‘I’m sorry for your loss.’ or ‘Congratulations on having a baby or getting married.’
My unsolicited advice is this: Treat them as you would want to be treated. Our society needs more customer service. We need to communicate with one another. Take a minute and remember that most people want to be heard and to feel as if they matter. Even if your customer is angry, it’s not always about what they think you did wrong. It’s how you respond to them that makes the difference.
Ligaya, before we move on to more of these sorts of questions, can you take some time to bring our readers up to speed on you and what you do?
I got into the pet care industry in 2011 from a Craigslist ad. The rest is history. My husband and I bought the property, facility, and its name and clientele in 2016. We built it up from 12 dog condos to 46. I made it my mission to provide exceptional service and care and learn as much as possible about pet care to help my customers. I know most of the local veterinarians to refer my clients better. I also know the other boarding facilities in my area and a few people who offer specialty care in-home for dogs that aren’t suited to our setting. I love what I do so much that I started teaching online. I help individuals who want to create their own pet care business or need help making their current business better. I have a background in sales, marketing, and finance.
Any stories or insights that might help us understand how you’ve built such a strong reputation?
We built our reputation on consistency, transparency, and communication. We’re always striving to do better. The more we know, the more we can help. For example, we have open visitation hours. Potential clients can visit us when we’re open without an appointment. In addition, anytime a pet has an issue, we communicate with the owners and take all necessary steps to ensure the pet is well cared for. These are the basics of any business that cares for pets.
Have any books or other resources had a big impact on you?
I’ve been told that readers are leaders. I recommend joining a book club for business owners. If you don’t like to read, get an app like Audible. There are so many amazing books out there for business owners. You’ll find useful information, inspiration and connection. My favorite books include Unreasonable Hospitality, The Dragonfly Effect (great for non-profits), The Comfort Crisis, Rising Strong, Dare to Lead and The 12 Week Year. How ever you get them, you won’t regret it. If you join a group that reviews the book for you, it could help you decide if the book is right for you.
Contact Info:
- Website: https://bouquetcanyonkennels.com/
- Instagram: https://www.instagram.com/bouquetcanyonkennels/
- Facebook: https://www.facebook.com/bouquetcanyonkennels/
- Twitter: https://twitter.com/SCVBCKennels
- Yelp: https://www.yelp.com/biz/bouquet-canyon-kennels-santa-clarita-2
- Other: https://groupsfinder.alignable.com/expert-groups/leaders-in-pet-care
Image Credits
Ligaya Kelly