Pet Copywriter Lori

Standard Operating Procedures (SOPs) are crucial for pet business owners. These procedures help to ensure consistent operations, improve efficiency, and provide high-quality customer and pet care again and again. But what operating systems do you need? Here are some SOPs a pet business owner might need:

Customer Service SOPs

Client Onboarding

• Steps for welcoming new clients (e.g., intake forms, service agreements, pet behavior assessments). Depending on your business these can look very different. 
• Explaining services, policies, and pricing clearly.

Handling Inquiries

• Standard responses for phone, email, and social media inquiries. (Each of these should be a separate procedure.)
• Response time expectations and escalation procedures.

Complaint Resolution

• Steps for addressing and resolving customer complaints.
• Follow-up procedures to ensure client satisfaction.

Pet Care SOPs

Pet Intake and Handling

• Safety checks (e.g., vaccination records, health assessments, allergies).
• Proper methods for handling pets of varying sizes and temperaments.

Feeding and Medication Administration

• Guidelines for meal preparation and feeding schedules. 
• Procedures for administering medications, with documentation for each dose. Make it clear who is allowed to provide this care. 

Cleaning and Sanitation

• Daily, weekly, and monthly cleaning checklists for facilities.
• Proper use of pet-safe cleaning products.

Operational SOPs

Opening and Closing Procedures

• Checklist for securing the facility, turning on/off equipment, and setting alarms.
• Inventory checks for supplies.

Scheduling and Appointments

• Guidelines for booking appointments and managing cancellations or no-shows.
• Workflow for daily and weekly scheduling.

Supply Management

• Tracking inventory levels and ordering supplies.
• Procedures for checking expiration dates and restocking.

Staff Management SOPs

Employee Onboarding and Training

• Orientation process, including company policies, safety protocols, and job expectations.
• Regular training schedules for pet handling and customer service skills.
• Any termination clauses. (After 5 call-offs in a 90 day period we can terminate.) 

Performance Reviews

• Process for evaluating employee performance and giving feedback.

Emergency Procedures

• Guidelines for handling workplace injuries or pet-related incidents.
• Emergency evacuation duties. 

Marketing SOPs

Social Media Management

• Posting schedule, content approval process, and response guidelines.

Email Campaigns

• Steps for creating, sending, and analyzing email newsletters, strategic marketing plans, and promotions.

Customer Feedback and Reviews

• Procedures for collecting, responding to, and using feedback for marketing purposes. (AKA how your company uses data.)

Financial SOPs

Payment Collection

• Methods for accepting payments (e.g., credit cards, cash, online).
• Policy for overdue payments and follow-ups.

Expense Tracking

• Recording business expenses and receipts.
• Classification of expenses. (Is coffee an office supply?)

Payroll Management

• Guidelines for calculating, distributing, and documenting employee payments. (We pay our employees weekly via check only.)

Emergency and Risk Management SOPs

Pet Health Emergencies

• Steps for handling sick or injured pets in your care.
• Contacting veterinarians or emergency services.

Natural Disasters or Facility Emergencies

• Evacuation plans and communication protocols.

Incident Reporting

• Documentation for accidents, injuries, or property damage.

Conclusion

Do you really need all of these? Possibly. But even a few short sentences can help streamline when things arise. So take a day and sit down to at least rough out all of these policies. Furthermore, your business might even need more detailed ones. Just take it one step at a time and you’ll have a good collection of standard operating systems in place.

Pro Tip: Get a binder and clear page holders to keep them all together for easy reference. 

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