November 28, 2022
WOW Story: Puppy Spa Day!
Abigail Alvarado, Better Living Consultant
Employee since 2022
&
Christopher Jones, Assistant Maintenance Manager
Employee since 2021
Park on Wurzbach, San Antonio, TX
The Opportunity
Michael is a resident who works from home and has pets. The leasing team needed to have one of its vendors work in his apartment for a couple of hours but it was hard for Michael especially because he couldn’t ask for any days off and had nowhere to leave his dogs while he was at work. On the other hand, he really needed his apartment work order to be taken care of, and if waited longer then the problem might have become a larger issue. Abigail and Christopher were all sitting in the Community Managers’ office talking about the situation when Chris suddenly said “What about paying for a pet spa?” It was like lightning had struck! Chris immediately started searching for pet spa’s nearby. He was able to find one that opened early enough for Michael to drop off the pups before work. The leasing team also managed to close off the conference room for Michael to use since he worked from home!
The Epiphany
Once the team confirmed that the dog spa had availability, they booked the appointment and confirmed with the vendor. Then, they reached out to Michael and explained that they had scheduled for our vendor to stop by his apartment in two days. Immediately his first concern was for his dogs. explained to Michael that the team had booked a dog spa appointment for his dogs for them to be groomed and pampered on Venterra’s dime while the Venterra team took care of his work order!
The Wow Moment
The team contacted the dog spa to confirm hours of operation, if they had any breed or size restrictions, and if they needed a copy of their vaccination records. They also confirmed that they would be able to pay the bill over the phone. They took care of the bill and surprised Michael and his pups with a personalized experience so that the work order could be fulfilled with little disruption to Michael’s day!
The Result