If you could create your own fantasy board of directors, who would be on it? CO— connects you with thought leaders from across the business spectrum and asks them to help solve your biggest business challenges. In this edition, we ask a franchisee to explain the importance of community engagement for customer loyalty.
In this edition of “Ask the Board,” we feature Scott Kolble, a longtime K9 Resorts franchisee in Denver. Kolble knows firsthand how community engagement can make or break customer loyalty for his luxury pet hotels. Below, he shares actionable strategies for building authentic connections beyond the computer screen.
Invest in your staff
The time and resources you dedicate to training and supporting your team directly reflect the value you place on your customers. A confident, well-trained staff delivers exceptional experiences that show the community you care.
Create a seamless customer experience from start to finish
Every touchpoint matters. For me, this means learning every dog’s name and personality so the owners gain a sense of trust. When customers feel valued and welcomed throughout their visit, they’re more likely to come back.
Customers want to know you’re more than just a business — you’re a trusted resource.Scott Kolble, K9 Resorts franchise owner
Engage in all aspects of your community
People trust the businesses they see and interact with regularly. By staying authentically involved, you can build relationships that help you better understand and serve your local demographic.
Become the specialist your community needs
Customers want to know you’re more than just a business — you’re a trusted resource. From school partnerships to in-house recommendations on pet behavior, position yourself as the go-to expert your community both wants and needs.
Build a culture that lasts
A strong business is rooted in its people. For me, culture goes far beyond training. It’s about creating an environment where employees feel supported and motivated. Hosting holiday celebrations or empowering managers to mentor staff are great ways to strengthen your team.
Don’t forget, transparency builds trust
Customers want honesty and reliability, especially when it comes to their pets. By being upfront about everything from health protocols to emergency plans, I’ve established credibility in my community. Being open not only saves clients stress and money, it solidifies your long-term relationships with them.
CO— aims to bring you inspiration from leading respected experts. However, before making any business decision, you should consult a professional who can advise you based on your individual situation.
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