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.