Clients, loyalty and reviews
A boarding facility lives on clients who come back. The app knows the history of your stays: it helps you spot the clients to get back in touch with, collect reviews after each stay and measure your activity. It also lets you take back control of your boarding facility's listing in the public directory.
The Loyalty screen
Open the menu (icon at the top left), Activity section, then Loyalty. There you will find the clients linked to your stays, each with their animals, their number of stays, the date of their last stay and, where applicable, their dates from last year.
The filter at the top of the screen answers common questions:
| Filter | What it shows |
|---|---|
| All clients | All your clients. |
| Came last year at this time (next 60 days) | Clients who came last year during the coming 60 days, and who have not booked anything yet this year. |
| Not back for 12 months | Clients without a stay for a year. |
| Upcoming stay | Clients who already have a stay planned. |
| To remind (11 months after a stay) | Clients whose last stay was about a year ago, with nothing planned. |
Badges guide you: To remind, Next stay with its date, and "contacted on…" if a reminder was sent recently. The phone icon lets you call the client directly.
Sending a seasonal reminder
- In Loyalty, tick the clients to remind. A client without an email address cannot be ticked.
- Tap Send a reminder in the action bar.
- Enter the Subject (for example "Book your next stay") and the Message.
- Personalise the message with the variables {prénom} (first name), {animal} and {période l'an dernier} (last year's period), replaced for each client.
- Tap Send.
Each client receives an email with a link to your request form, already filled in with their animal and last year's dates moved forward by one year. All they have to do is check and send.
A client already reminded less than 30 days ago is not reminded a second time: the app tells you how many reminders went out and how many were skipped. Nothing is ever sent automatically: you always trigger the reminder.
Your clients' reviews
How reviews are collected
A few hours after the animal leaves, the owner receives an email: "How did …'s stay go?". The link opens a page, without an account, where they give:
- a rating from 1 to 5 stars;
- their review, in a few words;
- the name to display;
- their consent for the boarding facility to show their review on its website.
Only one review is possible per stay, and only once the stay is over. As each review is linked to a real stay, it cannot be made up.
Approving, publishing and replying
Open the menu, Activity section, then Reviews. The top of the screen shows the number of published reviews and the average rating, shown once 3 reviews have been published. Reviews are arranged in three tabs:
| Tab | Content and actions |
|---|---|
| To approve | Reviews of 3 stars and above, not yet published. Tap Publish to show them on your website. |
| Published | Reviews visible on your website. Remove unpublishes them. |
| To call back | Reviews of 1 or 2 stars. They are not published by default: call the client, then tap Called back to note that it is done. |
On each review, Reply lets you add a public reply, shown under the review. A review marked Private has not been authorised for display by the client: you cannot publish it.
No review appears on your website without your consent. A negative review triggers an alert: an unhappy client you have called back is better than a review you have to put up with.
Showing reviews on your website
In your website editor (menu, Organization section, My website), add a Testimonials block and turn on Show the reviews of my clients. Published reviews appear there automatically, with your replies and the average rating from 3 reviews. See Public page and website.
Boarding statistics
The Activity > Statistics menu shows, by month or by week and compared with last year:
- days sold and the occupancy rate (provided you have entered your number of places);
- revenue from stays and the average basket;
- returning clients, clients active over 12 months and the average rating;
- requests by type of care (boarding stay, home sitting, day care).
The boarding directory
Son Espace Santé publishes "Dog boarding" and "Cat boarding" pages by town and by département, which can be found through search engines. They list the boarding facilities in the area, with a map and an FAQ.
- Boarding facilities that use Son Espace Pension are featured, with a link to their public page and an Online booking badge.
- Other boarding facilities appear with the public information already known: name, town, phone, website.
- A visitor can tap Request a stay. For a boarding facility that accepts online bookings, they land on its request form. For a boarding facility that does not use the app, their request is forwarded by email to the facility's public address, with the note "request forwarded via SonEspacePension", and they receive a copy.
Claiming your boarding facility's listing
If your boarding facility is in the directory but you do not have a space yet, you can claim its listing:
- On your boarding facility's listing, tap This is my pension.
- Enter your name, your email and your phone number, then tap Claim my listing.
- A confirmation email is sent to the listing's public email address, not to the one you entered: this prevents a third party from claiming your listing. If the listing has no public address, our team checks your request by hand and gets back to you.
- Click the link you receive: the listing is confirmed. Tap Create my pension space. The sign-up form is already filled in.
Once your space is created, your public page replaces the directory listing. To complete it, see Creating your pro space.
Having a listing removed
The This listing should not be here link lets you report a listing that is wrong or that you do not want published. Give the reason: the listing is removed from the directory and our team is informed.