What Dogs Can Teach Us About Customer Service

I am not a pet owner, but on my daily government-mandated-exercise I see a lot of people out walking their dogs.

You may or not be a dog person, but I am. So this might not resonate if you are more into cats.

However, I find it uplifting when (even as the owner eyes me warily, standing well back in case I am infectious) a dog comes bounding up for a pat or to drop a drool covered, well chewed tennis ball at my feet.

One beautiful golden retriever, with fur flowing and a big smile on her face, let me and the boys clap her. I felt my body relax instantly, letting go of tension I didn’t even know I had. A huge grin spontaneously erupted on my face. The female owner caught my eye and gave me a friendly smile. She understood.

Such is the power of dog love.

Yesterday while walking along the banks of the Tweed, a black lab sauntered over and dropped his ball on the grass near me. Without hesitation I picked up the (slobbery) ball, threw it and watched him joyfully chase it. In that moment there was peace.

It got me thinking about how dogs are just naturally able to provide a warm and uplifting experience. Sometimes just by being themselves, running around having fun, other times by reaching out to humans and giving them succour, love and companionship.

During lock-down I’ve seen people become fearful. Anxious. You can read it on their expressions, their posture, their averted gaze. Worried for themselves and loved ones. Maybe rightly so.

But it’s a fear that grips them and penetrates their body throughout the day. They’ve done all they can to stay safe. But when there are so many things they can’t control, it’s easy to despair.

Dogs— like children by the way — live in the moment. So, when dogs go out with their owners for that half hour leg-stretcher they are enjoying everything with their five senses (which, ideally, is what you should do).

Anyway, the point of this blog wasn’t about living in the moment (as Frankie Boyle once put it: “Only junkies truly live in the moment.”

Yes, we humans are planning our future: what we are going to do; how to stay well and not get sick. How to earn money and be able to put food on the table and a roof over our heads.

Most of us actually want more than scrimping by on rations. If only regular exercise, one bowl of kibble a day and a bouncy ball were enough.

If you are a business person, you may have seen your operation go into lock down too. Elements of your business may be achievable online, but chances are this lock-down has ham stringed your business.

One thing you can still control is how you talk to your customers. Now more than ever you need to reach out to them. And not just empty gestures like everybody else, saying ‘We’re here for you…’

Prove it.

Dogs offer us a valuable lesson in customer service. Dogs show up everyday. They are always there for you with a smile, a cuddle, or a game, because they know their audience and what they need. Obviously not on a conscious level, but you can model their fidelity and dedication.

Show your customers today how important they are. You can do this with regular email updates with useful and relevant information that relates to your product or service.

You can use any ‘down time’ to overhaul your web content and make sure it really speaks to your ideal customer, so that when this is all over you are still there for them.

Just don’t give them boring or self-serving content to boost your own sense of ego or it’ll be the rolled up newspaper for you…*

If you need any help crafting customer-centric copy, give me a shout. rachel@rachelhunterwriting.co.uk

*Rachel Hunter Copywriting does not endorse violence against dogs. Any implied is for humour purposes only.