The DogBoy’s difference is customer loyalty

APA Happy Days Courtney and PuppiesI wanted to take some time today to thank our customers, both human and canine, and our team. I had an experience that reaffirmed my belief that two key differences DogBoy’s Dog Ranch has over our competitors is customer loyalty and an incredibly knowledgeable and passionate staff.

This past weekend, I had the pleasure of working the front desk at DogBoy’s. We have owned this business for 20 years. I started out being the one and only Receptionist. Back then, I still had another full-time job. I would answer calls on the way to work and return calls in the evening after I got home (along with a laundry list of other duties and tasks). Anyone who has gone through the process of starting a business might be familiar with this sort of routine. Since that time, we have grown to around 35 employees.

I stay fairly busy with the logistical side of running the Dog Ranch, so I had completely forgotten what it takes to work the front desk. Luckily, my office manager had agreed to help me. She knew what we needed to do, and I knew some of what we needed to do, so together we made a great team. It was an wonderful opportunity to interact with all of the amazing and loyal DogBoy’s customers.

In the process of working those seven or eight hours, I got the opportunity to talk to several people that have been coming to DogBoy’s for years. These people knew exactly who I was, some of whom I may have met once or twice. But I had no idea they’ve been coming here loyally for 5 to 10 years without ever needing to talk to me on a regular basis. It was an important reminder of just how amazing the whole team here at DogBoy’s really is.

A New Set Of Eyes: Dog Boarding Customers Redefined

I stay as connected as I can with my customers, so I love being able to hear new stories about their experience with DogBoy’s. So, I thought I would share just a few of my interactions. I have changed their names so as to not call anyone out specifically.

DogBoy’s Customer 1: Let’s call her Jan

Jan has been coming to DogBoy’s for over 5 years. We were getting her checked out, and she started telling me about where she lived, and the dog boarding facilities available in her part of town:

Jan: Ya know, I live in another part of town on the other side of the highway.
Courtney: I do know, and we are so grateful that you go out of your way to continue coming to DogBoy’s.
Jan: I only bring it up, because I’ve been to your local big box competitor and, honestly, you know they’re nice people, but they just don’t know my dog and I don’t feel very comfortable leaving my dog with them.
Courtney: Oh really? Why’s that?
Jan: Well to start, there’s no outside place for them to play. Everything is just indoors, the play areas, the tiny little pens they put them in, and you know, it’s right by my house but I will just drive right by there from now on and never go back, because they just don’t know my dog like you guys do.

I knew what competitor she was talking about, but I won’t go into a criticism of their setup in this post. Dogs like being outside, and they like having adequate room to run around and play. At DogBoy’s, we know this. Other places don’t factor in the importance of placing an emphasis on the dog’s perspective and making sure they are comfortable and taken care of.

DogBoy’s Customer 2: Let’s call him Joe

DogBoy's Dog Ranch TourJoe and his two dogs have been customers for 7-8 years. As we were taking care of logging them into our system, I asked where they were coming from:

Joe: Oh, we live in Cedar Park
Courtney: Wow! You drive all the way here from Cedar Park?”
Joe: Of course! You know, my dogs never come back so happy and tired as they do from this place. I would never go anywhere else. I’ve been coming here for seven or eight years, and don’t see any reason why I would try any other dog boarding facility in the area.

I thanked him then, but I want to thank him again here. We really appreciate you and your family’s loyalty. It’s just so nice to hear a customer say that. DogBoy’s is surrounded by all these new million-dollar facilities that claim to have superior service and pricing.

We have a 20-year-old facility with older buildings and there’s just no frills here. What we do have is an expert staff that truly cares about what they do. So, it’s really nice to see that customers still realize the difference in quality of care and the attention we place on creating a positive experience for the dog’s who board, train, learn, live, and play here.

DogBoy’s Customer 3: Let’s call her Jane

Jane had two dogs. She inherited one of her dogs, let’s call him Benji, from her mother when her mother passed away. Now, the really interesting thing about this is that Benji had been a DogBoy’s customer with the mother before she passed away. Once Jane started bringing Benji to DogBoys, she liked the experience so much she brought her own dog too, Dusty.

Benji is a little bit of a special case, he’s a little Jack Russell with a lot of attitude. He has boarded here for probably 10 years. He’s very sweet, but he WILL NOT allow you to touch him. If you touch him, he will bite you. Our staff knows this about Benji, and they respect it. She was picking up her dogs and I said:

Courtney: Hey! I recognize you. I’m so glad to see you’re back. We just love your dogs.
Jane: Ya know, I live in San Antonio now, but I still board here because nobody knows Benji like you guys. I take my dogs to other places and they say ‘Benji’s mean’, ‘Benji bit me’, ‘Benji is a bad dog’. But, when I come to DogBoy’s, the staff is always caring and sweet with him. I always hear from you guys ‘I love Benji’, ‘Benji’s such a great dog’, ‘Benji’s so awesome’…
Courtney: Of course, Benji is a very sweet dog as long as we don’t try to grab him by the collar, pick him up, or hold him. Any dog boarding facility who knows about dog behavior should have been able to pick that up.
Jane: That’s what I thought! But, that’s just totally not the case. I’ve tried other places, but it’s just not the same. I’ll keep coming back here as long as I can. You guys are just so much better and understanding of my dog’s particular needs than any of the other places I’ve ever been.

Well, that was just music to my ears! It was just so nice to hear that from a long time client. Driving to us all the way from San Antonio, wow. One thing we consistently strive for and always achieve is placing high importance on putting the dog’s needs first, not our own. Different dogs require different methods of care and attention, and this philosophy is something we know sets us apart from the competition.

I’m sure I could tell stories about old clients loving on us for days. I have so many of them! Just so you know though, it’s not a requirement at DogBoy’s to strike up a conversation about your history with us every time we see you. However, we do really enjoy hearing your stories.

Sticking to Our Purpose: Quality Dog Care

Being able to work the front desk where I had my humble beginnings, and have that fresh perspective of talking to long-time customers so much really resonated with me. It gave me a new appreciation of who my clients really are and why they keep coming to DogBoys year after year. It taught me how grateful I am for sticking with our purpose and realizing that we’re here for the right reasons.

Bart and I couldn’t run DogBoy’s Dog Ranch without each other, and we certainly couldn’t do it without all of you. So, thank you sincerely for being loyal customers throughout the years. And to our staff, each and every one of you are amazing, and we are forever grateful for all that you do!!