Pet families are often surprised and touched when they receive unexpected notes in the mail. Otherwise, you could lose the chance to truly be there in a way that no customer would expect: by sending the grieving customer a card in the mail.īut can a pet sympathy card sent “just because” make much of a difference? Absolutely. Instead, your employee might need some prompting to take action. Whether your brand’s pet-related or not, wouldn’t you want your service representative to do something unexpected and relevant? Of course you would! But you shouldn’t assume that your employees will know how to proceed.Īuthentically caring for someone else - even a customer who’s pouring out their heart on the phone - isn’t always automatic. During the small talk that inevitably happens during conversations, the customer drops the news that they’re having a rough day because they lost their four-legged best buddy a few days ago. How can you take advantage of these “being there” occasions to illustrate your commitment to customers, even during troubled times? One way is by enabling all personnel to proactively react when they learn a customer is going through the loss of a pet.įor example, imagine that one of your client service employees is troubleshooting a problem with a customer.
Sending Heartfelt Concern Through the Mail Not only does showing a little compassion immediately help them feel less isolated in their sadness, but it also shows that your company cares about more than data points, conversions, and profit margins. If you’re serious about being there for clients and customers, you have the opportunity to connect with them on an extremely intimate, empathetic level when you learn they’ve lost a pet. Research shows that plenty of people respond to the death of an animal as they would the death of a relative or friend. However, that doesn’t mean their mourning can’t be profound. Most people understand that they’re likely to outlive their furry, finned, and feathered friends. Of course, when those cherished pets pass away, the grief is real.
In fact, many households elevate their pets to full-fledged family members (not to mention adding them to holiday cards). Today, those bonds are stronger than ever as more people eschew traditional family arrangements, get married less often or later in life, choose to remain childless, and consistently embrace “pet parent” status. If you’ve ever adopted a pet, you know the deep, emotional attachment that’s possible between humans and other species. Regardless, being open, vulnerable, and available can be tough to master - especially when customers lose beloved pets. It’s a vital step toward building stronger relationships between businesses and their clients and customers, particularly when they’re struggling.
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