The Art of Giving Great Service – The Zingerman Way

bookAbout 6 years ago I read a great book while sailing on my dad’s boat. It was Zingerman’s Guide to Good Leading, Part 1: Building a Great Business.  At one point, my dad picked up the book. He read a few paragraphs I had highlighted when I went below. When I returned a few minutes later, he said, “Good book. They know what they are talking about.” Wow. Coming from my dad, that meant a lot.

Zingerman’s is an institution in Ann Arbor, Michigan. Hailed by Inc. Magazine as The coolest small company in America,” the original business was founded in 1982 with Zingerman’s Delicatessen. Since then, Zingerman’s has expanded to 11 food-related business, 724 staff members, and sales of over $62 million.

Service is a cornerstone of Zingerman’s success. Zingerman’s has earned its reputation for great service by intentionally creating a culture that nurtures amazing service. They teach every one of their team members system “recipes” which are at the heart of their extraordinary service.

I was so impressed with the book, I ordered copies for all my team leaders!

At Whiskers Resort and Pet Spa, we really rolled up our sleeves. We took the summer to read the entire book together. Once a week we met to review, strategize, and implement what we learned from the pages.

When we started Zingerman’s training in 2011, we were earning about $655,000 in annual gross sales between overnight lodging, daycare, and grooming. Last year we grossed just short of $2.25 million. And the real kicker – we spent virtually nothing on advertising! Our growth has been fueled by stellar customer service from an amazing team of enthusiastic, pet-loving staff.

I know the Zingerman’s training isn’t totally responsible for the growth. However, I’d like to think it helped us formulate a positive culture for our Whiskers team.

Recently, we learned ZingTrain was coming to Grand Rapids for a half day of service training. We could not sign up fast enough. We had 13 team members there from all facets of my companies taking up two corporate tables. We all walked away pumped up and energized! Some of what we learned was a refresher for some of us – for others is was all new. Plus, it was refreshing to learn new service ideas the Zingerman team had formulated since we read the book. The concepts are all easy to implement, too.

I’d like to share a few of those with you.

Zingerman’s 3 Steps to Great Service

zingerman#1. Figure out what the customer wants.

  • Ask questions. Listen to what they really want. Give choices. Repeat questions back to the customer for clarity and understanding.
  • 10/4 Rule. When you get within 10 feet of either a customer or a coworker– make eye contact and smile. Once you get within 4 feet of a customer or coworker, verbally exchange a positive comment. (I’m not talking about those that you work with side-by-side all day long – however a room full of smiles and positive interaction is energizing).
  • Spend as much time as necessary to positively impact the customer. For repeat customers, it might be a quick exchange. For new customers, it’s going to take longer to help build a relationship, form a bond, and build trust.

#2. Get it – or do it – for them…

  • Let people know realistic deadlines, cost estimates, and realistic outcomes. Be specific. Under promise and over deliver.
  • Always say please and thank you. Avoid industry jargon.
  • You want the customer to leave feeling like the interaction with you was the best part of their day.

#3. Go the extra mile.

  • Do something the client didn’t ask for and didn’t expect. It doesn’t have to be elaborate. It doesn’t have to be costly. Even simple things can delight and pleasantly surprise your customers.

Within this framework, employees use their own best judgment about how to serve each individual customer.

If you’ve never heard of Zingerman’s or ZingTrain, I encourage you to look it up. If you want to dig in deep, grab the book and apply its principles. If you need a quick pick me up, participate in one of the mini sessions like we did today. Their systems approach is applicable to businesses of varying industries, organizational structure, and size. They are committed to helping others succeed.

You can learn more about their training programs at www.zingtrain.com. You can get the book at the best price by ordering directly from Zingerman’s www.zingtrain.com/building-a-great-business

My entire team left energized and ready to implement many ideas immediately. We were all impacted by the training we received. Hats off to the Zingerman team of Elnian Gilbert and Tabatha Mason and to the Grand Rapids Chamber of Commerce for sponsoring the program!

Happy trimming!

Melissa

 MVpaw_no_Inner_whiteWhat did you think about these ideas? What do you do that works great for your team? Jump on the Learn2GroomDogs.com Facebook page and tell us about it.

Do I Need More Clients?

dog in curlersHave you ever sat down and thought about what your clients are worth to you?

Go beyond each individual appointment.

Sure, the individual price for the grooming is important. If you are doing six pets a day at $50 a groom, it starts to add up. $300 in sales not including tips – that’s not bad! Bump it up to eight dogs or more a day and it gets even better. Or raise the price a little bit higher than $50 per groom. Both scenarios raise your bottom line.

But let me ask you this…

  • Can you consistently maintain 6 or 8 dogs a day?
  • Do you know what it costs you to get a new client?
  • Do you enjoy working with dogs that aren’t in the best condition?
  • Do you always know how much time to set aside for each new pet?

Bottom line – constantly working with new clients can be trying, time-consuming – and expensive.

There is a better way.

Instead of looking for more clients, why not concentrate on getting more out of the clients you already have? It all starts with having a great conversation on the importance of proper pet hygiene.

Back It Up with Stats

There are an estimated 183.9 million dogs and cats in the United States. Over 68% (107 million!) of all households have at least one pet. In 2017, about $6.1 billion will be spent on services like grooming and boarding.*

830253d559a127d1869e9486a317b56aOver 62% of owners consider their pets family. At one time, dogs had a purpose to make our lives easier. They kept our livestock safe. They brought the flocks in to the barnyard. They helped us hunt and retrieve game for a table. They guarded our property. They were on varmint patrol. Most of these dogs spent much of their time outdoors. They were not the pampered house pet of today.

As their roles changed, so did their grooming needs. Today, most of our four-footed clients share their lives, homes, and even beds with their owners. As we invited dogs indoors to share homes, their grooming needs increased.

Keeping them well-groomed on a regular basis is crucial to making them enjoyable companions.

So how does this translate into creating a thriving grooming business?

Focus on grooming frequency.

Check this out. I’ve factored in two weeks’ vacation time for you. I’ve also bumped the client up so they get primped for all holiday festivities (wink).

Here’s how the math works if all your clients go 6 weeks between appointments:

math 4
A busy groomer working full-time doing 6 dogs a day only needs 167 pets to keep their books full. Whoa! That’s not a lot of clients. Most of us could find that many clients just through friends and family!

But let’s take it a bit further. Let’s figure out the value of a client.

If you educate your clients (while providing quality service), you’ll keep them coming back. Repeat business is the heart of a thriving business. Don’t look at each pet as just a $50 appointment ($50 is just an example – use whatever price tag is best for you and your salon). It’s better to see the larger picture. Look at the value over a year, then push it out even further by looking at the value of a client over the lifetime of the pet.

Example:

Times per Year Annual @ $50.00 each Visit Over 10 Years
13 4-week client = $650.00 $6,500.00
10 5-week client = $500.00 $5,000.00
9 6-week client = $450.00 $4,500.00
7 7-week client = $350.00 $3,500.00
6 8-week client = $300.00 $3,000.00

Wow, right? With each weekly bump-up in frequency, you get to pocket an extra $50! Who wouldn’t want to work on a 6-week pet versus an 8-week one? Or a 4-week client over a 6-week client? Not only is it good for your bottom line, the grooming gets easier and easier on the pet. Plus, the more often it’s groomed, the pet is cleaner and more enjoyable for the family.Let’s kick this out even further. Let’s look as what happens if you increase the frequency while REDUCING the cost. I call this our Coat Maintenance Program. 

Coat Maintenance Program
17 @ $40.00 3-week client = $680.00 $6,800.00
26 @ $28.00 2-week client = $728.00 $7,280.00
50 @ $22.00 1-week client = $1,100.00 $11,000.00

Earning NEW clients always costs more than maintaining existing customers. Simply boosting the grooming frequency of your current clientele solves light booking issues and grows your sales.

Over 60% of owners think of their pets as family. What people love, they take care of. It’s up to you as the professional to educate your clientele about the hygiene needs of each individual pet based on their lifestyle.

The value of any grooming business is not in how large the client file is. It is in frequency level clients rebook their pets next appointment. And remember, sometimes having a higher average ticket price isn’t the best solution. Lowering the price and increasing the frequency helps everybody – the pet, the owner, … and the groomer.

Happy trimming!

~Melissa

MVpaw_no_Inner_whiteP.S. Has this helped? Let us know if there are other topics you’d like us to explore.  Jump on the Learn2GroomDogs.com Facebook page and tell us what would help you.

*2017-2018 National Pet Owners Survey, The American Pet Products Association (APPA)

Building Teamwork Within Your Salon

TeamworkCreating teamwork within a grooming department is a challenge. Getting ANY group of people to work in harmony with one another is no easy task.

Teamwork requires four things:

  1. Communication (sharing information)
  2. Leadership (direction and guidance)
  3. Accountability (rules and boundaries)
  4. Clarity (understanding the cause and purpose for every task)

Teamwork helps achieve goals. It also creates an enjoyable, rewarding place to work.

Over the years, I have had varied levels of success with fostering teamwork. I’ve had times when the entire organization was working together as a single unit. We were energized and excited. We met objectives. We knocked goals out of the park. Life was good.

I have also had times when there was very little teamwork. Frustration and negativity took over. Meeting objectives was almost impossible. Goals went out the window. More than once I questioned if the company would survive or if it was worth the effort to keep it going.

Here’s what I’ve discovered.

  1. You can’t succeed without strong and effective leadership.
  2. Individuals/organizations need to understand WHY they do what they do.
  3. Systems are crucial to duplicate desirable performance.

2017-02-15_1533Building teamwork requires strong leadership that explains WHY the work is being done. Every activity is begun knowing exactly what the end will be. Systems must be made that ensure the activity is done the same way, every time.

For a business to thrive, everybody needs to work together. Whether your team is made up of just two or fifty people, everybody needs to be accountable for results. Those results are tied to the goals and objectives of the business. Everybody needs to understand what role(s) they play in the success of the company.

Years ago, I learned about a formula in Keeping Employees Accountable for Results by Brian Cole Miller. It’s called the SIMPLE approach to accountability.

S = Set expectations

I = Invite commitment

M = Measure progress

P = Provide feedback

L = Link to consequences

E = Evaluate effectiveness

 

S = Set Expectations

  • Success = how well a staff focuses and works toward a common theme/goal.
  • Employees need to know what is expected of them.
  • The clearer the expectations are, the easier it will be to uphold those expectations down the road.

I = Invite Commitment

  • Team members are more likely to cooperate when they understand three things: what the goals are, what’s in it for them, and how the goals will help move the business forward.
  • Once they understand these three things, they are more likely to commit to the goals and being held accountable for the results.

M = Measure Progress

  • Once they’re committed to the goals, you need to track their progress.
  • Goals must be measurable. If you can’t clearly see where you are, you can’t see how far you need to go.
  • Track progress daily, weekly, monthly, quarterly, and annually. Keep it simple and consistent.

2017-02-15_1319P = Provide Feedback

  • Team members need feedback to know how well they are doing and where they can improve.
  • Feedback opens the door for problem-solving discussions and follow-up actions.
  • Understanding expectations, followed by honest feedback, is the backbone of accountability.
  • When providing feedback, focus on the behavior, not the person. Be specific. Do not mention characteristics like attitudes or intentions.

L = Link to Consequences

  • Teams need to understand the consequences of actions toward a goal. Ideally, these consequences are built into the discussion of goals and objectives so that expectations are clear from the start.
  • Consequences are not rewards or punishments. They are simply the natural result of behavior tied to the goals and objectives of the business.

E = Evaluate Effectiveness

  • Create a system for regular and timely performance reviews.
  • Review how the process has been handled. Praise positive performance. Fine-tune lackluster performance. Redirect underperformance. Explain how their performance affects progress toward the goals and objectives of the company.
  • Be consistent, honest, and fair to the entire team.

For goals to be meaningful and useful, they must be tied to larger organizational ambitions. In other words, you need to identify the “big picture” and work backward to set smaller milestones that will lead you there.

Staff members need to understand the roles they play in business. If they don’t, they are likely to feel disenchanted, lost, or hopeless. Team members at every level should be able to communicate exactly how their efforts feed into the larger business objectives – WHY the business exists, at all.

Teamwork is not just about how effective and efficient a group is, it’s also about the relationships in that group. Always remember, it takes work to create and maintain a positive relationship. Building a healthy marriage, raising a family, training a dog, winning at soccer, and growing a business all require time and effort.

Remember, anytime you’re dealing with more than one person, teamwork is needed. Successful teamwork requires clear communication, leadership, and accountability. Always begin with the end in mind. Once you know why you do what you do – everything else falls into place much easier.

~Happy trimming,

Melissa

MVpaw_no_Inner_white P.S. How do you build teamwork in your salon?  Jump on the Learn2GroomDogs.com Facebook page and tell us about it.

clinicSpend the day with Melissa

Melissa Verplank will be in the Tampa, Florida area on Sunday, March 19, 2017 for an all day seminar.  Melissa will present four of her most popular lectures that are sure to help you and your business!

8 Ways to Turn Setbacks into Success

I love setting goals. For me, goal setting leads to exciting challenges, personal development, and rewarding achievements. That is the fun part. Unfortunately, there is another side of the goal setting coin:

Setbacks.

What is a setback?

A setback is typically an event that hinders your forward progress. Maybe you had a staff member quit without notice. You lost a large account. A pet was injured in your care. Some type of government regulation has forced you to proceed differently. I have personally experienced every one of these setbacks – and then some!

Everyone responds to setbacks differently. If you are the leader, it’s easy to lead a team of people when everything is going well. A true test of leadership will be challenged when things are not going as well. Of course, setbacks pop up at the least opportune times. It’s the nature of the beast. If you are a business owner, this will happen on a regular basis to you and your team.

Over the years I have had my fair share of setbacks and adversity. Sometimes they were small. Sometimes they were massive. Sometimes even I did not believe we could overcome them.

As I work through each setback, I go through a series of emotions. It always starts out with disbelief. Anger. Despair. As I come to terms with the setback, the next stage of emotional triggers take place. Acceptance. Hope. Planning. And finally, a new positive path to follow.

I will not lie to you – it is not easy to deal with setbacks. They are emotionally draining, frustrating, and taxing. It is not uncommon to feel fear, experience doubt, or to feel hopeless. Here’s the good news: there are specific skills, mindsets, and actions that can help you turn a setback into success.

Facing setbacks can be a leadership building experience. Each time we have to deal with difficulties, we gain new knowledge and new skills to deal with a situation on a personal and professional level. Being tested in this manner is how inexperienced leaders become great leaders. It’s always an opportunity to realize leadership potential in yourself or your team.

Here are the steps that I follow whenever I am faced with a setback. I wish I could say I have only had to use these 8 tactics a few times. However, as a longtime business owner, I have gotten pretty experienced in using these skills to get through many challenging situations.

As business owners or team leaders, we have special responsibilities especially during difficult times. People will look to us to see how they should react to the situation. To find out what they should do. They’ll expect us to have some ideas and guide them through what might be a very frightening period.

If you have the ability to approach setbacks as opportunities for growth, you can stabilize your organization as well as moving forward. Even if you make mistakes, the experience can lead to a greater understanding of your situation and your work. It can advance your team or business to a new level. Remember, setbacks are a fabulous learning tool when handled effectively. It is important as you work through the solutions to always keep the big picture in mind and never give up.

Setbacks are generally a one-time occurrence. They may be serious, but they are not ongoing. When dealing with setbacks, keep an open mind. Know what your options are and act swiftly. If you stay focused, stay calm, and deliver your message with clarity, you can turn almost any setback – no matter how difficult – into a success.

We know setbacks happen to everyone. Jump over to the Learn2GroomDogs Facebook page and tell us what happened and how you conquered YOUR setback!

MVpaw_no_Inner_white    Happy Trimming!

~ Melissa