Heatmaps and reporting

 

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By Erin Schneider, CPDT-KA and Director of Customer Relations – FetchFind

There are a lot of content providers dedicated to educating the pet industry. I am sure as a business owner it can feel very overwhelming and the variety leads you to a lot more questions than answers. Over the next few weeks, I am going to elaborate on FetchFind Monthly Pro features that set us apart from our competition. I hope I can add some clarity as to why FetchFind is a step above the other resources on the market.

Did you know that we have a special admin feature that allows you to arrange content, add content, add and remove staff members and view your staff member’s progress? We put the power in your hands and give you total control over what content you allow your employees to view.

In this post, I am going to give more information about our reporting system. Every account is set up with the ability to track employee progress. You can see if they watched the videos, took the quiz, how they scored on the quiz, and whether or not they completed the section. This allows you the ability to ensure your staff is utilizing the training you have provided for them. It is also a great tool to use when considering promotions and advancements within the company.

Let’s talk about the heatmaps first. This is probably my favorite feature.

The heatmap below shows that the video has been watched to completion. As you can see, it is a light yellow and completely filled in. That means this person watched the video all the way through, in its entirety, without pauses, skips, or breaks.

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This heatmap, on the other hand, looks very different from the first. This person watched some of the video (the light yellow), fast forwarded through some parts (the white bits) and re-watched other parts (the dark yellow). At the end, this person only watched 64% of the video.

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Along with every one of our videos, we include a graded quiz. This person got two out of three questions correct.

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When you click on the quiz score, a results window will pop up, with the employee’s answers highlighted.

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Our reports also show if a person completed a section. If the section heatmap is completely white, that means there was no activity by that employee.

As you can see, our reporting gives you a lot of information. Unlike many training options, FetchFind Monthly Pro gives you real time access to your staff’s progress.

Are you impressed? (Personally, I’m always impressed by robust, easy to read reporting functions.) Now, I want to go a step further and explain how this information is invaluable to you and your business.

First, we remove the pressure of training your staff by providing you with all the tools needed to ensure employees are watching the training and retaining the information.

Second, we give you the ability to check in on your staff to ensure that they are keeping up with their assignments. If you are already experiencing performance issues with certain employees, this gives you a way to ascertain where they are having problems, as well as concrete information to help them improve their performance.

Third, this is a great way to incentivize your staff. If you build training into their job description and explain how continuing education will benefit them (both in their current position and in the future), this can be a great motivator. It can lead to job promotions and open up other ways to increase their income. I find that incorporating incentives (or “high value treats”, as we like to say in the dog training world), such as gift cards is a great way to motivate your staff.

Fourth, it can be excellent opportunity to build camaraderie. That might sound strange, but training can be a highly effective way to bring your staff together as a group, and – by incorporating a little friendly competition and incentives – you might see your staff start working together as more cohesive team.

If you have any questions or would like more information on how to use the admin dashboard and reporting functions, feel free to reach out to me directly at erin@fetchfind.com.

 

 

How to help your pet business stand out in a crowded market

erin's pet sitting

By Erin Schneider, CPDT-KA and Director of Customer Relations – FetchFind

If you own a pet care business, you probably spend a lot of time and energy trying to differentiate yourself from the competition. Because there is a lot of competition out there. A LOT.

But the good news is that you already have access to a great differentiator … FetchFind Monthly Pro! It may seem that a staff training program is something that you just do as part of your drive to have a great business, but the fact is that your clients want (and need) to know that their pets are in the best possible hands. And there is no better way to demonstrate your commitment to their pet’s well-being than the fact that you care enough to train your staff.

Here are some easy ways to inform clients (both current and potential) about your ongoing commitment to excellence:

FetchFind Approved BadgeDisplay your FetchFind Approved badge with pride (because you’ve earned it)! All FetchFind Monthly Pro members receive FetchFind Approved badges in both physical and electronic formats. If you have a bricks and mortar location, you can put the badge on your front door or a window near the entry. I also recommend framing your FetchFind Approved certificate and placing it on your front desk where clients can see it when they check in. This also gives your staff the opportunity to start a conversation with clients when they inquire about it. (If you need more badges, please let me know!)

Educate your staff on how to talk about FetchFind. Your staff will already be familiar with FetchFind because they take the courses. But do they know how to talk about it to your clients? It’s a huge bonus for your company when employees can speak knowledgeably and enthusiastically about what FetchFind is, what they’ve learned, and how it helps them to be better employees. Clients want to hear that everyone within the company takes the safety and comfort of their pets seriously; so if they talk to the front desk staff, dog walker, or daycare attendants, they know their pets are receiving the best care possible because the people who take care of them are receiving the best training possible.

Include information in your blogs, newsletters, website, and social media. Post pictures of your staff in training, share fun snippets of recently acquired knowledge (dog breed info is always a favorite), and mention employees who are “killing it” in training. A great place to mention your FetchFind Monthly Pro training is on your website’s  “About Us” page, where you share your philosophy and mission statement. The more places you can talk about your dedication to education and safety, the better.

If you’re excited about it, your staff will be too. Company culture says a lot about how staff will react to a new training program. If you’re excited about their education and make it a priority, so will your employees. Be proud that you offer this great educational and career development tool to your staff, because it clearly communicates that you are investing in THEM as well. The best business owners are those who treat their employees like valuable resources – because they are! There is no better recommendation for your company than happy, knowledgeable employees.

Update your staff bios to include FetchFind Monthly Pro training. A great way to showcase your staff training is to update their bios on your website. Include a little something about how an employee is working hard to complete their FetchFind Monthly Pro training, mention what their favorite topic is, or talk about how they love New Content Fridays. This makes your staff feel included and invested in the process, while also showing current and potential clients that your entire company values ongoing education.

Let us know how you use FetchFind Monthly Pro to differentiate yourself from the competition, or post it on the FetchFind Approved Facebook page! And remember, we’re always here to help you succeed.

Thankful for you — every day of the year

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Thanksgiving Day is a day off for most of us, but for many of you who own pet care businesses, it marks the beginning of one of the busiest weekends of the year.  

Which brings me to my thought and message for the beginning of the holiday season.

This year my family did something very different for Thanksgiving.  We all (40+ of us) had our dinner at a country club where my cousins are members. There was a ton of perfect food and excellent service, all in a gorgeous setting in a very posh area of Chicago.

And while we were enjoying not having to cook, clean, etc., I kept thinking about how everyone on the service team – from the valets to the chefs – were not at home with their families.

I asked our server if she had dinner yet.

You know how she replied?

“Wow, thanks. No I haven’t. You are the only person here who thought to ask. That was really nice of you.”

Ugh.

I remember the years and countless missed dinners, holidays, parties, weddings, and funerals as a pet sitter. My friends and family hardly understood and, truth be told, I hadn’t ever really weighed that consideration as I built my pet care businesses. It was a struggle. But I recall the clients who left me special gifts and notes knowing I was with their pets so that they could be with their families. And that made all the difference.

So what I want to say is:

 I see you.

I respect you.

I admire you.

And I understand.

You – and your team – are my pet care heroes.

Be proud, because pet professionals like you provide an extraordinarily valuable service. Your hard work and dedication allow millions of people to have enjoyable and relaxing holidays knowing their pets are in capable hands.

Hang tight for this holiday season. You got this. And FetchFind is here if you need anything at all.

With great respect,

Jamie Sig Trans - First Only