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Repeat client wanting discounted rate?

I have a repeat client who I have been watching their dog most weekends for the last few months. I already give her a discounted rate for longer stays of $25/night instead of $32/night. She will be leaving for a month and wants a larger discount. I have tried to explain to her that I do not feel comfortable going further down in price ($25/night is basically $1/hour if broken town.). How should I explain to her that I cannot go lower than $25/night?

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I recently spoke Rover about discounting and they are ok with it so long as you charge a min of $10. New client wanted big discount for 21 days, booked and cancelled next day! At Xmas time! Pissed!

4 Answers

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You've already given the client a 22% discount, which is considerable. Check the boarding rates at kennels in your area. I've found one in Sherman Oaks that charges $60/night, nearly twice your regular rate! It does offer some discounts but there are many provisions, including the fact that no discounts are available during holiday periods when the rate is higher. Read through these and you'll get an indication of what the market offers and you should be able to describe to the client why they are already getting a huge deal. This is from K9 Loft, in case you want to check it out further:

  • $60/night (per 24/hr period. On check out day, stays beyond 24 hours will also be charged at $6/hr - capped at daycare rate of $37)
  • Discounts apply: multiple dog discount, 5 nights (5% off), 10 nights (10% off), 20 nights (15% off)* *Reduced pricing available for stays longer than 20 nights.
  • House food, Natural Balance, included at no additional charge.
  • Special holiday rates/procedures apply: Discounts not valid during holiday schedule (please call for dates), 25% deposit refundable as store credit if reservation cancelled more than 72 hours from scheduled check-in.
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Honestly because you've already discounted for her, logically she thinks you can discount more. I have found when you "volunteer" a discount people NEVER appreciate them.

As mentioned above I would research closest kennels and let her know what a bargin she's getting. I am 100% comfortable telling people my rates. I'm providing one on one in home personal care, if anything my rates are low. Know your vaule and then youll be more confident.

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Hi Lara,

I'd keep it short and simple. There will always be customers who attempt to push boundaries and there is nothing wrong with you being assertive regarding your rates. I'd certainly explain that I was grateful for her business and greatly enjoyed her pup. Let her know "Unfortunately I am unable to lower my rates any further."

If she presses for an explanation, explain that your rates are set in a way that allows you to successfully operate your business to best benefit your clients. You could offer examples of paying for cleaning supplies and treats if this makes you more comfortable.

Ideally as our sitting services grow, we are able to increase our prices. If you were to offer lower rates with every repeat client you'd have no openings for new dogs AND be making very little an hour (like you mentioned.) At the end of the day, you have already given her a generous discount and have a history of being reliable and trustworthy. I can certainly understand it being uncomfortable to have these conversations with clients, but they are a necessary evil. If she continues to feel that this is unfair/unjust etc. perhaps it is no longer a good fit.

Hope this helped in some way.

Take care, Olivia

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No explanation necessary. Just state what your bottom line is - $25/night. Say I'm sorry that's the best price I can give you - and that you are giving her a discount that is the lowest you give to anyone. If that's not something that will work for her, then she is welcome to make other arrangements.