Manager of Client Happiness
Biscuits & Bath
My name is David Maher. I work for Biscuits & Bath Companies here, serving the greater New York area. My job title at Biscuits & Bath is Manager of Client Happiness. Our mission is really to be working in tandem with our parents and our clients, to be able to positively impact the quality of life for each dog.
Biscuits & Bath offers a full spectrum of canine total wellness services, that will be anything from socialization and exercise, through daycare and boarding, as well as dog walking from home or at a location. Grooming, under hygiene, as well as veterinary care and behavioral work with trainers.
The thing to me that Biscuits & Bath does so differently is that we’re really, really trying to be able to communicate in new, more innovative, and more direct ways with a client. The foundation to me, to price value or to product value, or, in our case, service value, the underlying principles to that are being able to problem solve, being able to follow up in a timely manner. And with something like dog care, where it’s your baby, for all intents and purposes, being able to follow through under those different pieces is what I believe sets us apart.
We actually have a full-time client care staff. They’re handling all of our phone calls, all of our bookings, so that the staff and the people working out of the management location can focus on the care of your dogs.
We really, within the past year and a half or so, have taken a very different approach to how we do business and focusing on the client relationship and the client experience. Client-centric means having a position like Manager of Client Happiness.
A modern company, to me, has direct relations and communication, which we’ve talked about, using all the different avenues that you now have as a marketer or business owner to be able to reach out to people and show them what you provide and why you’re better than somebody else.
To me, ever since 2008, consumer spending has permanently changed. To me, a modern company is a company that’s focused on being client-centric, but also being a manager of relationships. People have money, and I think are willing to spend the money, but they’re looking for a more in-depth experience and getting more out of what they’re paying for.