Lost And Found At Boarding Kennel

[ashleycat]

Maybe in future have a check list of what owners bring - beds, toys, clothing, food. Have them sign off when all is returned? Just another idea to consider.

dito

[Kfamr]

When I was trained in customer service, I was taught that the customer is always right. $20 or less that is lost will not replace the possible larger amount they may spend at your facility in the future. A lost customer, plus a bad word of mouth, will be a much greater loss to your company than handing over a few bucks for the sweaters.

Personally, I would apologize for the missing jackets, make it clear that you've searched the whole property for the jackets, but you are willing to compensate them if necessary. I would try to offer store credit/free day of boarding before offering cash (good way to see if they are actually being honest about losing their jackets, or just looking for some money.)

[Freedom]

I would try to offer store credit/free day of boarding before offering cash.

OOhhhh, EXCELLENT idea!!!

[Muddy4paws]

I agree with Vela, Ive recently started my own buisness and word of mouth is the most powerful form of advertising so be wary of upsetting the owners because I doubt they will keep it quiet. I know its not your fault but If it was me I would take it as a learning curve and make changes like a form as others have suggested so it doesnt happen again.

Just remember that if you do a good job the word will go around and recommend you to a few people, Do something to upset people and it will spread to about 10 people!

I would refund them their money and apologize even though you didn't lose them just to keep them happy because at the end of the day its 2 dogs boarding probably for the rest of their lives for the one off price of 2 jackets. I know its fustrating paying out when its not your fault but think of the longrun.