What can we learn from dogs? 🐶

Our four-legged friends are a huge part of our family life. What can we learn from dogs in terms of client relationships?

Researchers have well established that dogs typically greet their owners enthusiastically when they return. The reasons why are important but so is how it makes the owner feel. I’m not saying you should lick or jump up at your client for attention whilst developing a client relationship. However, building this strong team connection into our client service training can keep clients longer.

Let’s start with why dogs typically greet their owners like this;

1. Affection and attachment – they have strong emotional connections with their owners. They are their family and caregivers, and they’re excited to reconnect.
2. Positive interactions typically involve the owner or family enjoying great experiences like walking, playtime, and treats. So, it is this anticipation which creates the expression.
3. Pack behavior happens when a member returns. This return strengthens social bonds and hierarchies in the group. It matters even if you were gone for just two minutes!
4. Long-term memory—in a dog’s case, a lack of. Their limited long-term memory (compared to a human) means the dog may not remember when you left!
5. Happiness – this is their way of expressing how happy they are to see you.

So what is good client services and how does this relate to dogs?

1. Attachment – your clients may not be your family, but you can still treat them like one. If your client can rely on you, that will create an attachment.
2. Experience – If you and your agency create positive experiences, you’re more likely to retain clients.
3. Behaviour – your attitude towards the client should be around building the relationship rather than being right.
4. Memory – I’m not saying your client has a short memory. However, creating positive interactions outside of ‘the brief’ can help. This will give you some leeway if an issue arises.
5. Happiness – no one wants to deal with drains (people who take your energy). Stay upbeat and positive. This will make your call, meeting, or email something your client looks forward to.

How do we create this environment within our teams?

Building strong client relationships happens because you create a culture, an environment in which you and your team interact with people that creates moments of enjoyment. As leaders it is our responsibility to set the tone, not just in how we interact with clients but how we resonate with our team.

One of the best examples I have come across recently is Will Guidara (you can follow him and check him out here https://www.linkedin.com/in/willguidara/). He is widely accredited for making the front of house in restaurants as important as the kitchen. A good client relationships should cover all areas of your business, not one facet.

What struck a cord with me was how he speaks about the culture he created, one of ‘Unreasonable Hospitality’ – Will and his team went above and beyond, doing more, always giving their guests more than they expected. You can learn and read more about Will and methods here 👉🏼 https://www.unreasonablehospitality.com/ (and no, I am not on commission I just love this book).

And it is not about the monetary value of the gift, it is the context of the gesture. My favourite example was when they served a hot dog in a Michelin-starred restaurant 🤯. And if you want to know the full story, buy the book or DM me!

Let’s remember that culture depends on the people who create it. No matter the industry, everyone has a basic need to feel cared for, and a strong client relationship encourages going that extra mile. So, ask yourself – what are you doing to;

1. Take care of yourself.
2. Take care of the people you work with.
3. Take care of the people you serve.

📷 Picture taken by me of Skye, a working cocker spaniel. She is called SkyeDog by my nephew Theo, so even though we don’t know anyone else called Skye, she is affectionately known by all of our family as SkyeDog ☺🤷‍♂️

#Dogs #ClientService #ClientRetention #Loyalty