“I just want a price.” Or “Do you have space between date and date?”

“We customize each reservation according to each pet’s characteristics, so let me start by learning a little about you and your pet and then I’ll explain our services and pricing.… (Your first name)?”

“I don’t have time. I just want to know if you have space and to get a price.”

“Our rates range from $X to $X, depending on several variables. Since all of our reservations are completely customized, I just need to learn a little about you and your pet, and then I’ll explain everything based on the individual needs of your pet…” (proceed where you left off)

“I don’t want to give out my email address.”

“I assure you that all of your information is kept confidential. We use it to send out email confirmations and other important pet-related information… and your email address?”

Remember: If the client objects to providing information about themselves, do your best to confirm the phone number and obtain at least the pet parent’s name and email address, then move on to the pet information “since we customize each pet’s reservation according to the needs of your pet and your wishes.”

“That’s too expensive!”

“Our pricing is based on our high level of hands-on professional care and the time we spend with each guest. We know there are places that cost less, but we encourage you to learn as much as you can about the level of care and safety protocols, instead of making a decision based only on the least expensive price. Does what I’ve described sound like the type of place and care you’re hoping to find (pet’s name)?”

“Can’t I just book the room now? I’ll decide my packages later.” OR “I’ll speak with my husband/wife and let you know which package…” OR “I don’t know which activities I want; can I let you know when it’s closer?”

“Our goal is to keep each guest happy and healthy while they’re here with us, so we include activity and human interaction in each of our lodging options. Keeping (pet’s name) engaged in a daily routine will help him/her focus on all the fun and attention, rather than focusing on being away from home…Which lodging package do you think is right for (pet’s name)?” (when they answer, repeat what’s in the selected package or continue to ask questions to determine what sounds most appealing to them.)

“I don’t think activities are a big deal, I’ll just take basic lodging.” “My pet doesn’t need activities; he just lies around all day…”

“The daily activities and attention allows pets to focus and engage in fun, rather than focusing on the fact that they’re away from home. This is especially important for [older dogs, highly anxious dogs, dogs who are not used to being away from home]. (state a characteristic they told you about their dog) What I recommend is: ….

You mean you charge for rubbing my dog’s belly?

“The bedtime belly rub and tuck-in is an additional one-on-one time we’ll spend with (pet’s name) at the end of the day. This makes bedtime feel more like home and our clients love that we’re able to give this extra special attention to their pet. Would you like either the [Package Name] or the [Package Name]?”

“My dog doesn't need the treat.”

“Dogs bond more quickly with someone who gives them food, so our treat time is just one more opportunity for a member of our pet care team to engage with (pet’s name). (if the dog is allergic to your treat, offer an alternative or ask them to bring their own treats from home)

“Can my dogs split a package?”

“Our packages are priced per guest since they are designed to provide personalized attention based on their unique characteristics and needs. Which lodging package do you think sounds best for (pet’s name) and (pet’s name)?” (two pets can do different packages if necessary)

“Why can’t my dog just participate in Daycare (all-day-play) while he/she is there spending the night?”

“When dogs spend the night with us, it’s important that they have lots of fun, but also receive lots of individualized attention, even from just giving them a treat. Our lodging packages combine playtimes with human interaction which is important for keeping dogs happy and healthy when they’re away from home. Which lodging package sounds best for you and (pet’s name)?”

Explaining the Importance of Activities to an Existing Client or Moving a Client to a Higher Package

“I see that (pet’s name) has done the (package) during previous visits which includes (list what the package includes). For only $X dollars more, he/she can enjoy (list the additional services in the next higher package). Based on our experience, dogs that participate in a high level of activity stay much happier and healthier while they are with us, so when they are in their sleeping area, they are either eating, sleeping, or loving the attention their receiving from a member of our pet care team. They focus on the fun they’re having instead of focusing on being away from home and missing you!”

"I need to talk to my spouse."

Are there specific questions you think they may have?  I’m happy to answer those for you, or even speak to them directly. (Wait for the pet parent to answer since they may just be putting off making a decision)

"My dog doesn’t need all that" (you realize they are not the right fit for Golden Paws)

Everything we do is based on our expertise for providing the safest and most fun environment for pets to stay and play. Our philosophy is not to simply do what’s “good enough” for most pets, but instead, we provide activities and services to ensure our pups are focused on all the fun they’re having and all the attention from our team, instead of focusing on being in a new place and away from home.

We take a customized approach according to the unique characteristics of each pet, which is different from what you’ll find elsewhere.

(roll right back into where you left off)

If the pet parent is persistent about not wanting any of our services:

We are all pet lovers and we would never have a dog come visit and just do nothing while he/she is here with us. That goes against what we know keeps dogs healthy, happy, and safe, especially when they are in a new place and away from their family. You’re welcome to stop by and take a tour if you like.

(This will give the pet parent an out and will allow the call to end.)

"He hates baths and I do not want to put him through that."

Puppies: Actually, it’s really beneficial to begin exposing puppies to professional bathing at an early age. The sooner we can help you get them used to it, the more comfortable he/she’ll feel about it later in life.

Adult dogs: Our bathing team has a lot of experience at this and they actually make the whole process as positive as possible and even fun! Has (pet’s name) had some unfavorable experiences in the past?

(then reassure them that you will add this to the notes for the bathing team so they take extra time to make this first experience with GP a great one!)

"He/she doesn’t need a bath."

After all the playtime here, dogs can begin to smell sweaty, just like kids! So, while he/she may not need a bath right now, it’s highly likely he/she will when it’s time to go home. We can do the Premium bath for only $X just to ensure (pet’s name) smells fresh and clean going home. How does that sound?

"Can you give me the exact cost? Or Why are your prices “approximate or starting at?”

The final price is based on each individual pet’s coat condition and disposition during the service. If there’s matting or if a dog is ever uneasy about the service, then it will take more time since it’s important that our groomers never rush, and that we make the experience as pleasant as possible.

"It's too expensive”

When our customers have figured out the time and effort they put into bathing, cleaning, plus, the cost of high quality, customized products and supplies, they determined our baths are a really great value. 

"I'll just do it myself."

Our customers love that having us give the baths means no lifting, no struggling, no hair in the bathroom, and no wet dog running around. Plus, with the Premium Bath, we thoroughly blow dry and brush out each dog to avoid excess shedding in the house. 

"Why do you require a bath after a 4 night stay?"

After 4 days of playing and staying around other dogs, we know it's best for each guest to have a bath; this way, (pet's name) will go home smelling fresh and looking great! 

“I just want a price.” Or “Do you have space between date and date?” (The pet parent doesn’t know what type of information you are going to share with them. Confidently use the response below and you will eventually see that they are hearing information they didn’t know and that impresses them.)

“I’m happy to give you pricing and availability. Since every place is different, I want to be sure you have all the details that will help you make a great decision and give you peace of mind about the care we provide.” (Confidently roll right back into the script where you left off.)

QUOTING AND EXPLAINING PEAK RATES
When quoting a rate during the peak season, quote the combined rate that includes the daily rate plus the peak rate already added.
 
Quoting the peak rate: “The dates of your reservation fall during one of our busiest “peak rate” periods, so the rate is $X per day for those dates. When we’re not as full and don’t have all the extra staff and additional expenses, then we lower the daily rate, so you pay $X less!” 
Pet Parent: “Why do you charge different rates?” Or “That seems like price gouging!”  
“During our busiest times of the year, our costs increase due to needing extra staff here to care for all the pets, plus there is more wear and tear on the building, along with higher utilities, and increased supplies. Instead of increasing our rates for the entire year, we charge peak rates during our busiest times when our costs are higher. This way, when we are slower, we pass that savings back to you and charge a lower rate that is $X less! 😊”
 
For facilities that have different peak rates depending on the different holidays, you would handle it the same way. Simply quote the combined daily rate they will be charged for their selected reservation dates with the peak rate added.
For example, if the daily rate is $75 and the peak rate is $5, you would quote them $80 per day as the daily rate.
 
Explaining two different peak rates depending on the holiday:

• “Our busiest time of the year is during the winter holidays so the peak rate for those dates is a bit higher than the peak rate for other holidays.”

• “Our occupancy and our costs increase during the other holidays, but not as significantly as they do during the winter season.”

• “We have more staff on hand to care for all of our guest and monitor all pets even more closely to ensure they stay healthy during their visit with us.”

• “Employee schedules are also varied over Thanksgiving and Christmas to ensure everyone can enjoy some family time during those special holidays.”

• “We use more supplies, utilities are higher, and there is more wear and tear on the buildings and play areas.”