How do I prepare my pet boarding clients and their pets for new owners?
Tell clients early and in your own voice, introduce the new owner in person, and keep familiar staff and routines in place. Pass on each pet’s notes, including feeding, medication and temperament, so that animals and owners feel nothing important was lost.
Clients trust you because of how you treat their animals. Share news with your regular customers before they hear it elsewhere, once your buyer has agreed. A short personal message works better than a notice, and a visit by the new owner helps more than either.
Prepare the pet files. Each animal should have notes on diet, medication, fears and favourite routines. Check them for gaps and ask your lawyer how client information may be shared with a buyer. A buyer who reads these notes carefully will care for pets from the first day.
Keep the environment steady. Pets notice changes in staff, schedules and smells. Ask your team to stay through the first busy stretch, and ask the buyer to hold off on major changes to the layout, pricing and policies until clients settle in. Consider a joint period. Working together for a short time lets your regular clients meet the new owner while you are still there. Afterwards, check in with a few clients to learn how things feel to them. Ask a few trusted clients to help spread calm word of mouth. Pets also settle faster when owners feel relaxed at drop-off.
Key takeaways
- Tell regular clients yourself, and introduce the new owner in person.
- Hand over complete notes on feeding, medication and temperament for each pet.
- Keep staff and routines steady through the first busy stretch.
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Sources
This answer is checked against primary sources. Links were last confirmed on the dates shown.
- 01Business Development Bank of CanadaGovernmentHow to minimize negotiations when selling your business
- 02Business Development Bank of CanadaGovernmentAfter buying a business, what is the next step?
- 03Business Development Bank of CanadaGovernmentWhat are the steps to buying a business?
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