Repeat Bookings in Pet Boarding: How to Keep Clients Coming Back

Repeat bookings are the bread and butter of any successful kennel or cattery. In the UK’s competitive pet care market, keeping your regulars happy is far cheaper than constantly hunting for new business. With the right kit,like decent boarding software and a smart CRM you can turn occasional visitors into loyal clients, systematically increasing your revenue.

Why Retention Matters More Than Acquisition

Customer loyalty isn’t just a “nice-to-have” it’s your bottom line. Research consistently shows that returning clients have a higher lifetime value than new ones. For UK boarding businesses, this means fewer empty runs, steadier cash flow, and reliable word-of-mouth referrals. Ultimately, if you aren’t tracking retention, you’re leaving money on the table.

Track Your Numbers with a Dashboard

You can’t improve what you don’t measure. Modern tools like Pawpal make this dead simple. Instead of guessing, look at the hard data:

• Repeat Rate: What percentage of clients book a second stay?

• Frequency: How often do they come back per year?

• Top Services: Are they just boarding, or are they booking day care and grooming too?

These insights let you spot your VIPs and understand why they return (or why they drift away).

Build a Loyalty Programme Worth Joining

A solid loyalty scheme can work wonders. Whether it’s a discount after their fifth stay or priority booking for the Christmas rush, give them a reason to stick with you. Your software should handle this automatically tracking points and sending rewards without you lifting a finger. It creates a “sticky” service that clients are hesitant to leave.

Automate Your Reminders

Don’t rely on your memory; let the system take the strain. Set up automated emails or SMS nudges before peak periods or a pet’s usual booking dates. Personalise them with the pet’s name (e.g., “Ready for Rover’s next holiday?”) rather than a generic “Dear Customer.” It’s a small touch that makes a massive difference to rebooking rates.

Keep an Eye on the KPIs

To keep your business healthy, watch these three metrics like a hawk:

• Retention Rate: Who is coming back within six months?

• Churn Rate: Who has stopped booking, and why?

• Lifetime Value (LTV): How much is a single client worth over three years?

If these numbers dip, it’s time to review your pricing, your communication, or even your facility’s standards.

Make Rebooking a Doddle

If booking a slot takes ten minutes and three phone calls, clients will go elsewhere. Your system needs to offer one-click rebooking, secure card storage, and saved pet profiles. The smoother the process, the more likely they are to book on impulse. Test the process yourself if it’s a faff, fix it.

Personalise Your Communications

Your CRM knows which clients love a spa day for their poodle and which ones just need a weekend stay. Use that data. Send birthday messages or offers relevant to their specific dog. Emotional loyalty is built on feeling understood, not on generic spam.

Listen to Feedback (and Act on It)

Every checkout is a chance to learn. Send a quick, one-question survey after a stay: “How did we do?” If you spot a trend say, people mentioning the kennels were a bit chilly fix it and tell them. Showing you listen is the quickest way to build trust.

Run Seasonal Campaigns

Don’t wait for the phone to ring before the school holidays. Be proactive. Send out “Early Bird” offers for summer or Christmas bundles well in advance. Automation keeps your occupancy high and your revenue predictable, preventing the feast-or-famine cycle.

Train Your Staff to be Customer Champions

Your staff are the face of your business. A warm greeting where the receptionist remembers the dog’s name is worth more than any ad campaign. Use your CRM to see which staff members generate the best feedback and rebooking rates and model your training on them.

Review Your Strategy Monthly

Don’t just set it and forget it. Sit down once a month to look at your retention figures. Who hasn’t booked in a while? Send them a “We miss you” offer. Constantly refining your approach ensures you aren’t coasting.

The Bottom Line

Boosting repeat bookings isn’t down to luck; it’s about having the right systems in place. By tracking the right numbers, automating the boring bits, and treating every client like a VIP, you’ll transform one-off bookings into lifelong customers.Ready to sort your retention strategy? See how Pawpal automates loyalty tracking and reminders, freeing you up to focus on the pets, not the paperwork. Book a free PawPal demo today.