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How to Help Your Clients Cope with the Death of a Pet
how to help clients cope with pet loss with kennels software

The death of a pet is hard on any owner. Make it a part of your customer service plan to prepare for this situation because it’s inevitable and you don’t want to be caught off guard. It’s not easy to know what to say or do when one of your clients is grieving over a pet, but all of your customers will appreciate your time, comfort, and support through this hard time.

Our own ways of mourning tend to seep into the ways we help our clients deal with death and grief, but you will be a better support system for any client if you understand that people grieve in different ways. There is no “right” way to express emotion because everyone is affected by their own experiences, cultural backgrounds, and religious beliefs.

Here are a few things you can do to comfort your client to the best of your ability:

1. Validate their grief. Non-pet owner friends and family may make your customers feel as if they are overreacting in being emotional over a lost pet. Let them know that you understand how important their pet was to them and that you can sympathize as a pet lover and owner.

2. Send a sympathy card that’s personalized and signed by you and your staff. Let them know that you care on a personal level and that they can lean on you for support.

3. Have a tissue box handy at the front desk. This may seem like a small detail, but this minute gesture may be a saving grace for a customer that unexpectedly falls into tears. Available tissues will also reassure them that they are not the only ones who grieve so they don’t have to worry about publicly showing emotion.

4. Provide them with an outlet for their emotions. Let them talk, express anger, and do what feels right to them at that moment. Dealing with grief comes in different stages, so it’s best to be prepared for any ways your customers will act.

5. Share stories that you remember about their pet. Refer to your kennel software for their Pet Profile to make it easier to keep track of specific details. Any client would love to hear that their pet was remembered in positive way!

6. Send a donation in their pet’s name to an animal charity. This is a grander gesture that you can save for your loyal customers!

7. Give them ideas as how to organize a memorial service for their pet and recommend contacts that specialize in funeral service, pet urns, cremation, etc. If you don’t have these contacts in mind, look them up now!

8. Give them the numbers of support groups just in case, but let them assess their own need for it. Here is a website for looking up a support group in your area:

9. Know how to remove their pets from your customer records. Here’s how to do it in PawLoyalty kennel software:

Go to Customer Management.

Type in the pet’s name or the owner’s first or last name.

Hit Find.

Find the correct pet and hit the green Remove button.

Now you won’t make the mistake of sending automated emails associated with an owner’s deceased pet.

Go Above and Beyond

Don’t be caught off guard when it happens! Create a specific customer service plan for helping clients cope with pet deaths. Writing down specific steps to take will make the process a lot easier for you and will help you to train your staff in assisting customers.

Throw Us a Bone!

What does your facility do to comfort pet owners who are dealing with their loss?

1 comment :

  1. I experienced this recently in our office. I send some quotes and giving some advises to her and I told her the story of of my pet dog died in accident and I told her I had a depression after the pet cremation dallas .