small business

We Love Being Small!

I can honestly say that I love being a co-owner of Pampered Pooch Playground.  One of the highlights of going to work is getting to know all of our wonderful customers that trust us with their dogs each day!  Recently one of our first customers, Mojo,  moved to another state. Their dog was one of the first that came to our daycare almost 7 years ago when we opened.  I could honestly remember who their dog played with, and which days of the week they would come (Tuesday and Thursday). Every morning when Mojo walked in, he would always try to play with Roxy... Sometimes it worked :)  We are really going to miss Mojo!  To show the love we have with our staff and customers, Mojo's picture was on our facebook page.. About 80% of the people that liked the picture were past or present Pampered Pooch Playground employees!  That's pretty cool!!

I honestly love being this involved int he day-to-day operations of Pampered Pooch Playground.  One of the most common questions we receive is "when are you going to open another location"... I always respond the same way... "Never, there is no way we could be this involved with more dog daycare locations".  I honestly feel that as a doggy daycare grows and opens more locations, the quality of service and care goes down. Doggy Daycare is much like a school, you want to know the principal, teachers and staff that will be taking care of your child; the same goes for doggy daycare! There is no way I could be at 2 locations every morning!!  We love the size that we are, and think it works perfect!  And honestly, I never want to sit at a desk :)

Have a great day and thanks so much for supporting our small business!

Keith

What can we learn about customer service

doggy daycare in minneapolis, mn As I am sure you are aware, Pampered Pooch Playground is in the "Service" business.... Not only do we cater to our 4 legged friends at doggy daycare, but we also have to cater to their 2 legged parents!  With every employee we hire, we always stress how important it is to provide outstanding customer each and every time the interact with everyone!  I also personally feel that the art of providing good customer service is a thing of the past.  This was proven to me last week by 2 larger companies.  I don't want to bore you with all the details, so I will share one quick story!

Last week Trycia and Roxy went to pick up more of the doggy ice cream that we ordered for Pampered Pooch Playground and Bubbly Paws from a local wholesaler.  (Side note, we hate to order from wholesalers, and prefer to deal directly with the manufactures when possible as most of the brands we carry are smaller and not found in big box stores).  We placed the order 3 days prior on their website.  When Trycia and Roxy went to pick it up, the order was nowhere to be found.  The receptionist behind the desk tried to make excuses and ended up blaming us for not ordering it correctly (their online system looks like it was built in 1994 and never updated).  Then they had to wait another 60 minutes for someone to walk to the freezer and pick up 20 boxes of doggy ice cream.  Never once did they say "Sorry for the wait".  Since it was hot out, Trycia brought Roxy into their lobby and they both waited there.  While they were waiting I emailed our sales contact there and explained what happened.  after 7 days and 3 emails to him, he never emailed back.  I did mention this on their facebook page, and after some hounding their "marketing manager" contacted me and blamed it all on their old computer system.  Honestly, if they would have offered a $20 credit towards a future purchase would have gone farther with me. This might not be a big deal to many people, but as a business owner, Trycia time is valuable.  There are many things should have been getting done at the doggy daycare, rather than waiting for someone to walk (or in this case crawl really slowly)  to a freezer to get the doggy ice cream! What really annoys me is I have to keep hounding the sales person for a response to my email and say "I'm Sorry"!.  I wish we had another local wholesaler that we can order from, but they are the only ones in the area that carry it and the manufacturer will not sell directly to stores.  I guess when you are a small locally owned business, you are not as important as the big box stores that order millions of dollar each year.

This being said, if anyone ever has an issue, please reach out to me and we will do our best to make it right.

Thanks for all your loyalty and supporting our small business!

Keith

 

Anniversary Week at Doggy Daycare

aweek Pampered Pooch Playground will be turning 5 this April and we want to thank all of our loyal customers for making this possible.  Join us from April 22-28th for a week long of Special events and goodies at Pampered Pooch Playground.  Our dog wash, Bubbly Paws will be turning 2 years old at the same time and they will also be offering specials.

Click Here to purchase the nail grind special (only available for current customers)

Thanks again for being part of the Pampered Pooch Playground family!

Great Customer Service #2

Great doggy daycare customer service in Minneapolis As many of you know or hopefully have noticed, we stress the importance of outstanding customer service with all of our staff.  There have been a few times where I have called out companies for not providing great service  (see the Jimmy John's post).  Last night we went out to eat with a few of our friends and Trycia ordered a veggie burger. When the food came out it was obviously not a veggie burger.  Trycia quickly brought it to their attention and they re-made it... Then the manager came over and apologized profusely and offered to comp our entire table for the dinner and drinks we had!  WOW!! That is crazy!! That is how we try to do things at Pampered Pooch Playground and when we make a mistake (which happens), we try to always make it right!  I talked to the manager after and told him how we owned a small business and that we would have handled it in the same way.   Since it was handled so well, we stayed longer than we normally would have and spent more on drinks!  It really is just great to know that other places go over the top to fix things!

Have a good day!

Keith