Onboarding Sequence for Kennels Email Guide
Why Onboarding Sequence Emails Fail for Kennels (And How to Fix Them)
A new client just booked their pet's stay. You're thrilled, but then they call with a dozen questions, confused about drop-off times, vaccination policies, and what to pack.
Many kennels wrestle with this common challenge: clients who book a service once, then vanish, or require constant hand-holding. They signed up, but didn't quite 'stick' because the initial experience felt chaotic or incomplete.
That's not a service problem. That's an onboarding sequence problem.
A thoughtful onboarding sequence clarifies expectations, builds trust, and makes your clients feel confident and cared for, right from the start. It saves you time, reduces stress, and transforms first-time visitors into loyal advocates.
The templates below are designed for busy kennels. They're structured to guide your clients from initial booking to becoming a part of your loyal community, all while reducing your administrative burden.
The Complete 5-Email Onboarding Sequence for Kennels
As a kennel, your clients trust your recommendations. This 5-email sequence helps you introduce valuable tools without sounding like a salesperson.
The Welcome
Celebrate their decision and set expectations
Hi [First Name],
Your decision to trust us with your pet's care is a big one. We understand the bond you share, and we're committed to making every interaction with our kennel positive and stress-free.
We're excited to have you join our family of happy pet parents. This isn't just about booking a service; it's about connecting you with a community that prioritates the well-being and happiness of every furry friend.
Over the next few days, we'll guide you through everything you need to know to make your first experience, and every one after, absolutely seamless. Think of it as your personal roadmap to peace of mind.
Keep an eye on your inbox. We'll be sharing some quick tips and essential information to ensure you and your pet feel right at home with us.
Best, [YOUR NAME]
This email uses the 'confirmation bias' by validating their choice and reducing potential buyer's remorse. It uses 'future pacing' to create anticipation for upcoming emails and establishes a sense of belonging ('our family', 'our community'), building early connection and trust.
The Quick Start
Give them the fastest path to their first win
Hi [First Name],
You're eager to get started, and we want to make that as easy as possible. The quickest way to feel confident and prepared for your pet's stay is to complete your client profile in [PRODUCT NAME].
This simple step helps us gather all the crucial details about your pet, from dietary needs to vaccination records, ensuring we can provide the best possible care. It takes just a few minutes, but makes a world of difference.
Once your profile is complete, you'll have everything set for future bookings and easy access to all our services. Consider it your pet's VIP pass to a personalized experience.
Click here to complete your profile now: [LINK TO PRODUCT NAME PROFILE/PORTAL]
Best, [YOUR NAME]
This email applies the principle of 'small wins' and 'commitment and consistency'. By guiding them to a single, easy action (completing a profile), it creates an initial positive interaction with [PRODUCT NAME] and encourages further engagement. It reduces cognitive load by focusing on one clear task.
The Support Check
Ask if they need help and prevent early drop-off
Hi [First Name],
We know getting set up with a new service can sometimes bring up questions. We want to ensure you're feeling completely supported and ready for your pet's upcoming visit.
Have you had a chance to explore your [PRODUCT NAME] client portal? Are there any details about our services, scheduling, or even just general pet care that you'd like us to clarify?
Your peace of mind is our priority. Please don't hesitate to reply to this email directly with any questions or concerns you might have.
We're here to help. Alternatively, you can find answers to common questions in our comprehensive FAQ section here: [LINK TO FAQ/SUPPORT]
Best, [YOUR NAME]
This email utilizes 'reciprocity' by offering help proactively, building goodwill. It also acts as a 'friction reducer' by inviting questions directly, preventing potential frustration or drop-off due to unanswered queries. It reinforces the perceived value of ongoing support.
The Deep Dive
Introduce advanced features or next steps
Hi [First Name],
You've mastered the basics, and your pet's profile is complete, fantastic! Now, let's explore how [PRODUCT NAME] can give you even more time back in your day.
Beyond basic booking, [PRODUCT NAME] allows you to set up automated reminders for vaccinations, schedule recurring daycare visits, and even manage your billing preferences. Imagine never missing a booster shot reminder or having to manually confirm a pickup time again.
These features are designed to take the administrative burden off your shoulders, giving you more moments to enjoy with your pet, rather than managing logistics. They're simple to set up and offer significant long-term benefits.
Ready to see how these advanced features can simplify your life? Explore them in your [PRODUCT NAME] portal: [LINK TO PRODUCT NAME FEATURES SECTION]
Best, [YOUR NAME]
This email employs 'future pacing' and 'perceived expertise'. It hints at greater benefits by introducing advanced features, positioning [PRODUCT NAME] as a comprehensive solution. It uses 'loss aversion' by suggesting the pain of missing out on time-saving automations, encouraging deeper engagement.
The Success Path
Point them toward long-term success and results
Hi [First Name],
Your journey with us is just beginning. We envision a future where managing your pet's care is effortless, and you feel completely connected to a kennel that understands your needs. [PRODUCT NAME] is more than just a tool for bookings; it's your central hub for consistent communication, transparent service, and ultimately, building a lasting relationship with us.
Regular use helps us understand your pet better and anticipate your needs. We encourage you to fully integrate [PRODUCT NAME] into your pet care routine, from checking schedules to reviewing service history.
The more you use it, the more value you'll discover, and the more tailored our service can become. Thank you for choosing us.
We look forward to many years of caring for your beloved pet and supporting you every step of the way.
Best, [YOUR NAME]
This email reinforces 'commitment and consistency' by encouraging continued, comprehensive use of [PRODUCT NAME]. It employs 'vision casting' by painting a picture of long-term, effortless pet care, aligning their ongoing engagement with their desired future outcome. It also subtly builds 'community' by emphasizing the lasting relationship.
4 Onboarding Sequence Mistakes Kennels Make
| Don't Do This | Do This Instead |
|---|---|
✕ Overwhelming new clients with a flood of information at once, leading to confusion and inaction. | Break down crucial information into small, digestible emails or portal sections, guiding clients through one simple action at a time. |
✕ Assuming clients will proactively seek out information or ask questions if they're confused. | Implement proactive 'check-in' emails to invite questions and offer support, making it easy for clients to voice concerns. |
✕ Failing to connect the onboarding process to the client's ultimate goal of stress-free pet care. | Frame every step of the onboarding sequence around the direct benefits to the pet parent, saving time, peace of mind, better pet health. |
✕ Not celebrating a client's decision to choose your kennel, missing an opportunity to build early rapport. | Send a warm, appreciative welcome email that validates their choice and sets a positive, reassuring tone for their entire experience. |
Onboarding Sequence Timing Guide for Kennels
When you send matters as much as what you send.
The Welcome
Celebrate their decision and set expectations
The Quick Start
Give them the fastest path to their first win
The Support Check
Ask if they need help and prevent early drop-off
The Deep Dive
Introduce advanced features or next steps
The Success Path
Point them toward long-term success and results
Start immediately after purchase and continue through the first 1-2 weeks.
Customize Onboarding Sequence for Your Kennel Specialty
Adapt these templates for your specific industry.
Beginners
- Focus onboarding on the absolute essentials: how to create a basic profile and make their first booking.
- Provide clear, step-by-step instructions for handling the simplest features of [PRODUCT NAME].
- Emphasize the immediate benefit of a completed profile (e.g., 'faster check-in at drop-off').
Intermediate Practitioners
- Introduce features that automate common tasks, like setting up recurring daycare appointments or vaccination reminders.
- Highlight how [PRODUCT NAME] can simplify communication, such as using the client portal for updates.
- Suggest exploring basic reporting features to track pet visit history or spending.
Advanced Professionals
- Showcase advanced customization options for client profiles or service packages within [PRODUCT NAME].
- Detail how to integrate [PRODUCT NAME] with existing CRM or accounting software for a unified workflow.
- Provide insights on using [PRODUCT NAME]'s analytics for identifying peak booking times or popular services.
Industry Specialists
- Tailor onboarding content to their specific niche (e.g., specific forms for medical boarding, training program schedules).
- Emphasize how [PRODUCT NAME] helps specialized client communication, like progress updates for training or medication reminders.
- Highlight features that support compliance and record-keeping for their specific regulatory needs.
Ready to Save Hours?
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