We are excited to release this long anticipated update. When making a reservation or checking a pet in you and your customers are now able to select how many add-ons you would like on each day of their stay. When you choose the Add On frequency option of "Multiple (Enter Counts)" Paw Partner will pull up a list of all the days of your reservation. You will then be able to enter how many of that Add On you would like for each day of the stay. When you complete the reservation/check in, the correlating tasks will be populated if set up in your settings. See The photo below for clarification:
To make the check in process even faster in Paw Partner we have released an update that allows staff or customers to update the food and medication for pets at anytime without making a reservation. To access and update the food/med info without a reservation, click the pet card and then the home icon to get into the pet profile. Then either click "Feeding" or "Medication". In this section you or your customers are able to input any feeding or medication information.
At Check in, you will see "Owner Provided Info" with the preset information set in the pet profile as a clickable option to add to the check in. The automatically populated feeding and medication information will still replicate the same information they had last time they checked in, but you will also be able to see any changes made by the owner as well. If you want to make any changes, you can select the "add" button if you do NOT want to save the entry to the pet profile, or if you click "Add And Save To Profile" then the new entry will be saved and seen by the pet owner. See the video below for more clarification:
To give our businesses more flexibility with restoring deleted items we have created a new Recycle Bin feature. Owners and managers can access this by going to the Managers tab and "Recycle Bin". In the recycle bin you can easily restore deleted items which essentially un-deletes items you have deleted. Note that for cancelled reservations you will still restore them in the "canceled" tab within the "Reservation" tab. Also the recycle bin will restore deleted items but does not "roll back" any modifications, only deleted items. Some of the items that can be restored from deletion is:
1) Pet Card
* tags, scores, notes (facility, groom, train)
*add on, single, multiple recurring
4) Time Clock entries from time clock and staffing->members->edit hrs
5) Schedule -> Staff shifts
6) Elimination report entry
7) Staff member
8) Job type
10) Service Hrs
11) Settings -> holiday
12) Facility area
13) Settings -> Service
14) Settings -> Kennels
15) Settings -> Pricing (both single and grouped)
16) Settings -> questions
17) Settings -> agreement
18) Manager -> Payment entry
To see this feature look at the picture below:
Paw Partner allows many customized services and pricing rules for individual employees. With all of the customization, this can create many service and pricing options for groomers and trainers. To simplify this process we have created the ability to have "grouped" services and pricing. In the grouped tab you will be able to create, modify, or clone services that apply to multiple employees at once. Note that for service or prices to be grouped they need to be identical for all employees selected. If you want different pricing or services for different employees you can still do that in the individual service tab. To see more information see the video below.
After compiling a lot of great feedback from our amazing customers we have updated our checkout flow. In today's release you will notice some changes in the checkout screen. The biggest change that we made was to create a "final charges" screen that allows you to see all of the charges before actually checking out. See the video below for the new flow at checkout!
With this new checkout flow, you are also able to send custom invoices to customers before the pet checks out, see the video below for details!
Also after todays update you will be able to create a custom invoice for a pet without checking them in or making a reservation. See video below for details!
Today's release now allows you to save photos directly in the elimination report. These photos will also show up directly in the stay report so you have all of your important information in one place! See video below for details!
In today's release, we created a new Birthday Report. You can access this in the Dashboard -> Reports -> Birthday.
At the top of the screen you can toggle to whichever month you would like. The default view shows a calendar for the current month and will ONLY show pets who are scheduled for a service at your facility AND have a Birthday on that day.
There is a red button on the top right of the screen that lets you toggle to show "All Pets". Selecting "All Pets" will show you all of your customer's pets who have birthdays on these specific days regardless if they have a reservation or not!
With today's release, you are now able to look up canceled reservations. Simply go to the reservations tab, and then click "Canceled" to access the canceled reservations.
The reservations are sorted by the most recently canceled reservations. You will be able to see who canceled the reservation and when.
To "Restore" a canceled reservation, click the "..." and then "Restore Reservation". This will take you right to the modify reservation screen so you can verify the reservation information hasn't changed, and will be saved as active again. Please see the video below for an example of how to restore a canceled reservation.
To improve the financial reporting of owner balances being modified we have updated the way that you modify a balance on an owners account. You are now able to modify specific bills within an owners balance. This will enable billed out income to be tracked with much more detail.
On the Sales and Income Overview report you will see new entries for "billed charge" and "bill credit". This is specifically for adjustments to billed out income on an owners account. "Staff adjusted credit/charge" will be for editing general credit on an owners account. This also enables you to more easily track your financials with more detail.
Based on the great feedback from our groomers and trainers we have updated our notes section in the grooming and training dashboard. You are now able to leave individual grooming/training notes. You will be able to edit, delete, and track the notes through all of their reservations with you.
You will also be able to update these training and grooming notes directly in the pet card. We have created a drop down menu so that you can choose which area you want to view and update notes. Simply select the drop down menu and select "Facility notes" "Grooming" "Training" to go to the section you want to go to.
We have now updated the packages section in the owner card so that you can update the expiration date for any package that is expired. All you have to do is click on the owner card, then the package tab, then select the drop down to edit the new extension to the expiration date. Note that the drop down selector says "in 1 month...in 2 months...etc". The "1 month" means that you are extending the expiration date to one month from today. Please see this video for how to extend an expiration to a package when checking out a pet with an expired package. Note that after extending the expiration date, when you go back to the checkout screen, you will want to refresh the screen to get the updated expiration to the package.
We just released some new updates to our scores tab in our pet card. We have added a few new scores which you can enable by clicking Settings -> Pet Card -> Enabled Scores.
We have also created a new notes section in the scores tab which will let you leave notes about the score and what the pet needs to work on. When leaving a note, it will track who left the note, when the note was created, and the color score at the time of the note. This will help you to track the progress and what exactly the pet needs to work on.
Based on the feedback from our tremendous customers we have developed some new symbols that will show on all dog profile pictures displayed throughout the platform. If you hover your mouse over the symbol it will let you know what the symbol means. Below are descriptions of the three new symbols and what they mean.
* Blue Male Symbol
This symbol indicates that the pet is male and is labeled as Intact.
* Pink Female Symbol
This symbol indicates that the pet is female and is labeled as Intact.
* Yellow "!" symbol
This symbol indicates that the pet has missing, expired, or unapproved vaccines. These will show if you have required vaccines for a service that this pet qualifies for. For instance, if you have dog boarding and require rabies vaccines required, all dogs in your database that have expired, missing, or unapproved rabies vaccines will have the yellow "!" symbol. If you have cat grooming but no vaccines required for cats, and no other services that require vaccines for cats then the cats in your database will not have the yellow "!" even though they do not have the rabies vaccine entered. Please see the photo below for details.
After compiling feedback from our amazing customers we have just released some new updates to our auto-created add on tasks. In this update, you are now able to have an add on create a task for all job types, you can have an add on not create a task, and you can choose what time that you want that add on to be completed by. Also in the task section, we have added a date selector so that you can select a date to see what add on and staff created tasks are due on a particular day.
If you want to edit your add ons that are already in your account, you will want to click "Settings" then "Pricing" then "add ons". Once you get to this screen find the add on that you want to modify the task settings for and click the "..." button and then "Modify Pricing Option"
Once you click into modifying the pricing option, you can now choose if you do not want a task created when this add on is selected, and you can now assign to all job types.
You can also now select a task due time for any of your add on tasks by selecting the time field.
Now that you have your add on tasks updated, you can click into the Task section and you can view what tasks are due on a specific date. At the top of the task screen, you can select a date and it will show you all of the add on and staff created tasks due on that day. Please note that the "Today", "Due in 7 days" and "Due in 30 days" will base those off of the date that is selected at the top of the page.
Thank you all for the feedback and let us know if you have any questions.
The pet service industry has seen raging growth over the last 5 to 10 years. We have been riding an insane wave of growth and success. More and more dog kennels and dog daycares have come into the business. There were more than enough clients to go around and the need to compete for new customers fell year over year. Then Corona hit, and the world stopped. Our dog kennel went from 110 dogs down to 2 dogs in April.
As America begins to open up, the reservations have begun to roll back in. That being said, thinking that our business will snap back to normal in a hurry is not realistic. What worked before will not work now. As I outlined in a previous blog , it is vital now more than ever to find what makes your business unique and find ways to better separate you from the competition in your marketplace.
A great way to showcase your business, attract new customers, and increase your conversion from tours to new clients is to make an eye-grabbing welcome packet. While creating a welcome packet can be a substantial investment, it is important to look at the lifetime income an average new customer brings to your business. Our welcome packet all in cost us about 6 dollars to make. Our average customer spends 200$ per year, with the average customer staying at least three years. This means my average customer lifetime spend is 600$. In any business, spending 6$ to make 600$ would be a great investment.
In this blog we will outline what we included in our welcome packets and where to get them made.
We used Vista Print to make our folders. When designing your folder make sure that you are staying on point with your brand. You want to make sure the colors are eye-catching. Including a picture or two of smiling dogs will help to reinforce your brand of safety and happiness to your new potential customer. It is important to make sure that there is not too much information or an overload of pictures on your folder. This is the first thing your new customer will see and it is important to keep it professional, clean, and easy on the eyes. Having your welcome packet in a custom folder is more than double the cost of just handing your potential customer some stapled papers, but the reinforcement that your facility is professional and doesn't cut corners will definitely increase your conversion of inquiries to new customers.
This is an incredibly important part of your welcome packet. Even if you decide not to invest in a folder, this is a must have for any packet to new customers. Notice how I said "Message From Management Team" and not "Owner"? This is because this does not necessarily need to be from the owner of the facility. The only time that the owner should be included in this welcome message is if the owner is actively working full time at the facility. I personally am working part time at my kennel as I work on designing the best software in the industry ;) . As I am working part time at my kennel, I am training my general manager to take on more and more responsibility and daily management. I have found the more that I make myself the "face" of the company, the more it undermines my general manager and stops her from being able to do her job at a high level. If you have a manager that you are trusting to run your daily operations, you must make them the authority figure to the customers and the face of your business. If customers see you as the face of the business they will constantly say things like, "well let me talk to the owner." If your plan is to not be running your business full time, then drop the ego and let your manager whom you trust, be your brand.
When making this intro from your management team to your new customers it is good to make it personal. I had my management team include the following:
I can't overstate how important including this is to your customers. This puts a face and shows accountability. Your potential new customers know that if something does go wrong, you have a team of experts who will know how to handle the situation, and will be there for your customers.
Our next paper we have in our welcome packet is our reservation and photo sharing process flyer. My kennel uses Paw Partner to manage our business, manage reservations and share photos directly with our customers. Paw Partner has this co-branded flyer given to all of the businesses using them. Because it is the first software to have a full mobile app for customers to make reservations on and see photos of their pets directly on their phone from the app, this flyer has been great with showing customers all of the fun free features they can use.
Whether you use Paw Partner or not, it is important to outline your reservation process for your customers and how/when they can expect to get photos and videos from you. Sharing photos with customers has become standard and expected. We used to spend 10-20 hours a week collecting and re-uploading photos to Facebook. Our employees can now quickly tag our checked in dogs in the photos and the owners instantly get notified they have new photos of their pets on their Paw Partner app.
We included separate informational packets for each of our services: Dog Boarding, Dog Daycare, and Grooming. This will be the "meat" of your welcome packet. This is where you outline all of the guidelines, rules, and procedures. In our packets, we include our office hours, vaccine requirements, 'what to bring', canine cough policy and procedures, what a typical day looks like, and any other rules we have.
Our final pieces that we include into our welcome folders is a coupon and our general manager's business card. Our coupon is good for one free day of service for new customers. On the coupon we also put, "Already a part of the Hyline family? Refer a friend to us and get 2 free days!" Giving service away seems risky, but again, you need to think about the lifetime income generated by a new customer. As I calculated before, at my facility (not all are the same), our lifetime average income from a customer is 600$. Giving 2 free days to my current customer for bringing me 600$ of new income not only is a stellar business decision but also cements my relationship with my current customer. Also, the first day of dog daycare or dog boarding is your first opportunity to make an impression with your new customer. Our first day free lowers new customer's guard and increases your new customer appointments. It gives you more opportunity to make that good impression. Furthermore for dog boarding, this has been a great tool for us. We always recommend new customers bring their dog in for a "trial night" where we can give them feedback on how they did, and the dog gets comfortable with our facility and staff before staying for a long period of time.
Including my general manager's business card further reinforces that she is the "go to" person at our facility. This makes customers more comfortable leaving their pet at a new dog kennel or dog daycare. This has also drastically cut down on the "well let me speak to the owner" requests.
As we all come out of this unprecedented economic shutdown, the competition for new customers is going to increase to new levels not seen in decades. You have worked incredibly hard to build your brand, business, and customer base. You need to find new ways of showcasing what makes your business unique and different from your local competition. Finding new and better ways to help you connect with your customers and increase your business is my mission at Paw Partner. Whether it is you offering a new app for your customers to use or a unique service that you offer, a well branded clean welcome packet will help you illustrate all the hard work you have put in and showcase what separates your business from your competition. While your competition retracts their innovation and customer outreach, now is the time to think differently and do everything you can to capture every new customer you can. When your new customers come in, why not have an amazing welcome folder to showcase everything amazing about your business?