Groomer to Groomer April 2021 by Barkleigh Productions

“THE GROOMING INDUSTRY’S TRADE MAGAZINE!” VOL. 40 ED.4 • APRIL 2021

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THE CUSTOMER IS ALWAYS RIGHT ...OR ARE THEY?

THE PANDEMIC

PUPPY

PHENOMENON

ALWAYS BE THE

BEST VERSION OF YOURSELF

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CONTENTS | APRIL 2021

PANDEMIC

PUPPY PHENOMENON

Asked Facebook….. “Tell Us Your Worst Client Horror Story.”

AND WHAT IT MEANS FOR THE GROOMING INDUSTRY

by Jennifer Bishop-Jenkins

The Customer is Always Right… Faver: Always Be the Best Version of Yourself 6

Hosler: Why Every Client Matters

Connor: Meet the American Hairless Terrier 10

Tutorial: Doodle Dandy

Spoilt Rotten Dog: A Grooming Service 20 Worth Traveling For Berry: Touchpoints: A Customer Service Checklist 26

Classifieds/Groomer Humor

New Products

Hansen: "Just a Little Off": Addressing Pelt Removal with Cat Clients

Show Schedule/Industry Events

Or Are They? 14

by Jonathan David

“THE GROOMING INDUSTRY’S TRADE MAGAZINE!” VOL. 40 ED.4 • APRIL 2021

WWW. GROOMERTOGROOMER .COM

THE CUSTOMER IS ALWAYS RIGHT ...OR ARE THEY?

THE PANDEMIC

PUPPY

PHENOMENON

ON THE COVER

ALWAYS BE THE

BEST VERSION OF YOURSELF

Copyright April 2021. Groomer to Groomer is published monthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Groomer to Groomer c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. Annual U.S. subscription rate $25. Outside U.S. $79. year, surface rates. Groomer to Groomer is free to current Barkleigh Productions, Inc. customers. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX: (717) 691–3381 Email: info@barkleigh.com

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

DERM CONNECTION

by Dr. Cliff Faver

ALWAYS BE THE

OF YOURSELF Oftentimes, when we think of customer service, the notion of how we manage and interact with clients comes to mind.

ow polite are we to our clients? Do we handle our clients’ concerns and complaints with understanding and compassion while still maintaining their dignity? By definition, customer service means: “the action of helping or doing work for someone.” Interestingly, the definition does not specifically say that the actions should be good or bad, but we can assume that offering “good service” is in the best interest of our clients. Also, the definition of customer service does not mention direct interaction with the client either. We typically assume that cus-

Groomer to Groomer • Vol 40 Ed 4 • April 2021

tomer service is exclusively about the interaction that we have with our clients, but how about the actual services we provide? Do we support our clients in the most positive and knowledgeable way possible, or do we do them a disservice? Clients often believe they know what they want and, as professionals, we think that we are doing them a favor by following their instructions. What if the client asks for something that you know may not be in the best interest of the pet? Almost every groomer I know has been asked to shave a lab or Pug; however, what if we shave them down and it does not grow GroomertoGroomer.com

back? Do you believe you have provided your client with the best customer service possible? The best customer service we can offer is to be professional and refrain from any action that may adversely affect the pets we care for. I strongly believe that in order to stand above the crowd and become respected professionals in the grooming world, we need to work as an industry to raise our standard. If your motives are based merely on making the next dollar—regardless of whether your actions are right or wrong—you become an order-taker, not a grooming professional. As groomers, no one requires that

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As a veterinarian, we take an oath when we graduate:

VETERINARY CREED BEING ADMITTED TO THE PROFESSION OF VETERINARY MEDICINE, I SOLEMNLY SWEAR TO USE MY SCIENTIFIC KNOWLEDGE AND SKILLS FOR THE BENEFIT OF SOCIETY THROUGH THE PROTECTION OF ANIMAL HEALTH AND WELFARE, THE PREVENTION AND RELIEF OF ANIMAL SUFFERING, THE CONSERVATION OF ANIMAL RESOURCES, THE PROMOTION OF PUBLIC HEALTH, AND THE ADVANCEMENT OF MEDICAL KNOWLEDGE. I WILL PRACTICE MY PROFESSION CONSCIENTIOUSLY, WITH DIGNITY, AND IN KEEPING WITH THE PRINCIPLES OF VETERINARY MEDICAL ETHICS. I ACCEPT AS A LIFELONG OBLIGATION THE CONTINUAL IMPROVEMENT OF MY PROFESSIONAL KNOWLEDGE AND COMPETENCE.

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you take an oath or adhere to any moral or ethical standards, so it is left up to the individuals to make those decisions. I passionately believe that most of the groomers I have met have their ethics in the right place. Our top priority should always be to provide the best care for the animal that we are entrusted with. I also believe that life often pulls us off center and we need to refocus on what our priority should be. For example, do you question your next move when clients ask for those unethical grooms? We should ask ourselves, “Am I doing this for the pet’s benefit and wellbeing or just for the money?” Making money is not a negative notion in itself, but if it is your motivating notion, then you’re putting the cart before the horse, as the old saying goes. Good customer service starts with providing the best care of the pets that is humanly possible. As with the veterinary creed, it also involves a lifelong obligation for the continued improvement of professional knowledge and competence. Most industries are constantly changing and improving as new techniques, technology and products become available. The vital question is, what are you doing to keep current? Continued education? Attending tradeshows? Trying new products and equipment? Enhancing your grooming skills? Using the latest technology? Here are a few things to consider when asking yourself if you are providing outstanding customer service: Do you shave down dogs or cats that have genetically predetermined hair coats? If you compromise the coat, you may be setting yourself up for “shave-down alopecia.” Do you use dish soap, Murphy’s oil soap, vinegar, bleach, ketchup (yes, it was on Facebook), corn starch or other products not designed for use in pets? Have you considered what your liability is if a pet has a reaction, knowing there

are so many products suitable for pets designed to do the same thing? Do you pick your products because they are cheap? How would you feel if your hairdresser did that with you? Are you correctly conditioning after every bath? If you are stripping the oils with shampoo and not replacing them, many of these dogs will end up at the veterinarian for itchy skin. They will probably be diagnosed as “allergies” and put on several unnecessary medications (often long-term). Is your goal for the day to see how many dogs you can groom or the quality of each one you do? Can you explain the anatomy and physiology of the hair and skin and why skin issues occur to a client in detail? Truly the best “service” we can provide is through our knowledge and expertise while still maintaining an

ethical pathway in doing so. No one else can force these things on you; they are choices you make as a professional. Anyone can follow orders, but the true professional guides the process in a manner that is most beneficial for the pet. Are clients going to resist? Absolutely! Mainly because they do not know any better. But, if you can train and educate your clients on the “why” and “how,” most of the unwillingness goes away. Of course, you will still have a few that will fight with you, but at that point you should be asking yourself if that is really a client that you want to deal with long-term. Ultimately, it is your decision whether you want to be the professional groomer or the order-taker. The problems you set yourself up for are under your control. So, do yourself a “service” and choose to remove as

many of these pitfalls as possible. At the end of the day, customer service is taking care of business, doing what is best for the pet, avoiding issues and of course being respectful to your clients. & Dr. Cliff Faver graduated with a BS in Biology/BA in Chemistry before getting a Veterinary degree in 1987. He is the past owner of Animal Health Services in Cave Creek, Arizona and now the US distributor for Iv San Bernard products, teaches the ISB Pet Aesthetician Certification program, and speaks internationally on hair and skin. His passion is to merge groomers and veterinarians to aid in helping and healing pets. He is also a member of AVMA, AAHA, AZVMA, Board member with Burbank Kennel Club, and has served on Novartis Lead Committee, Hill’s International Global Veterinary Board, and a Veterinary Management Group.

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

by Daryl Conner

Photos by Garoleen Wilson

Meet the

AMERICAN HAIRLESS TERRIER

ne reason there are so many pet groomers on social media is that we like to look at dogs. Groomers are generous when it comes to posting pictures. We post customers’ dogs, friends’ dogs and lots of pictures of our own four–footed darlings. One of my groomer friends used to post lovely photos of her nicely– groomed Standard Poodle. Sometimes I saw a small, dark, terrier–looking dog in

Groomer to Groomer • Vol 40 Ed 4 • April 2021

her pictures, but I didn’t pay too much attention. Then she started posting pictures of this striking hairless dog. I pride myself on being knowledgeable about dog breeds, but this dog had me flummoxed. It was not a Chinese Crested, that was certain. And though scale is tricky when looking at pictures, it seemed too small to be a Xoloitzcuintle. Maybe it was a Peruvian Inca Orchid? Then, one day, she started posting pictures of puppies that this beautiful GroomertoGroomer.com

mystery dog of hers had whelped. I had to swallow my pride, stuff my ego in a brown paper bag and ask what kind of dogs these were. My friend, Garoleen Wilson, dusted my ego off; “They are American Hairless Terriers (AHT). They are a very new breed beginning in the 1970s. Basically, they are a Rat Terrier without hair.” My mind flashed back to that dark dog I used to see in photos with her

Standard Poodle. It turns out that was also an AHT, but the coated variety. That dog belongs to Joe, Garoleen’s husband. When their Poodle passed, they decided to get another dog, and the extensive grooming requirements of a Poodle didn’t sound like something she was interested in dealing with anymore. One thing led to another, and soon they brought Zeta, the lovely hairless dog I was so attracted to, home to Kansas. I had to know more. Like, what are the grooming needs of this breed? “Grooming is super simple,” Garoleen shared. “I dilute dog shampoo and scrub them with a washcloth, rinse and done! Occasionally I do a sugar scrub. If I use a moisturizer, it is usually a lightweight, non–oily product to not clog pores. They can get ‘zits’ sometimes. They do get

puppy pimples when they are losing their birth coat. It generally goes away without treatment. A healthy diet and sun protection is the best recipe for good, healthy skin.” What’s a birth coat? “Puppies are born with hair, and it’s generally referred to as a birth coat. The puppy’s coat tells what color they are. For example, Zeta is a registered Black Brindle. Her birth coat would have resembled a brindle Boxer’s color. The birth coat is thin and somewhat coarse, and begins falling out in a couple of weeks. Puppies should be hairless by weaning time.” (Though they do have vibrissae.) Next, I wondered how they tolerate cold weather. “My rule of thumb is, if I would choose to wear a jacket, then I put clothes on my dog. Most AHT wear

What’'s a birth coat ? The birth coat is thin and somewhat coarse, and begins falling out in a couple of weeks. Puppies should be hairless by weaning time.

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“In the show ring, what you see is what you get. There is no grooming or sculpting to hide conformation weaknesses or flaws,” Garoleen says. clothes from the time they are puppies, and it is just part of life. My hairless will put their head in themselves when it’s time to get dressed,” Garoleen said. I knew that some hairless breeds come with interesting dentition. Fascinatingly, the AHT is the only hairless breed that has normal dentition. “The hairless gene for the AHT is a different gene than for the Chinese Crested and Xolo. It’s a simple recessive gene. So, if two hairless are bred together, all the puppies will be hairless. The coated AHT have the same hair as the Rat Terriers. If a dog has one coated parent and the other was hairless, there will be both coated and hairless puppies in the resulting litter,

Groomer to Groomer • Vol 40 Ed 4 • April 2021

averaging 50/50,” noted Garoleen. I wondered what living with an AHT is like. “They are active, biddable dogs,” answered Garoleen. “They have a lot of energy but also have an ‘off’ switch. Being terriers, they do like to dig and tend to have a strong prey drive. AHT are athletic and fast, so they excel at agility, Fast Cat, Dock Diving and Barn Hunt.” Both of Garoleen’s AHTs have been in the show ring, and Zeta, the dog that first caught my eye, has finished her AKC championship. Her puppy, Pink, is currently being successfully shown. “In the show ring, what you see is what you get. There is no grooming or sculpting to hide conformation weak-

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nesses or flaws,” Garoleen says. Proving she is not just another pretty, hairless face, Zeta has also achieved her Farm Dog Certification, is a natural at Barn Hunt and loves lure coursing, too. Another reason that there are so many groomers active on social media (besides all those amazing dog pictures) is that it’s an excellent place for us to learn new things about dogs— our favorite topic! & For more information on American Hairless Terriers, visit: • http://www.bellridgeahts.com/ • https://www.akc.org/dog–breeds/ american–hairless–terrier/

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BUT WHY?

by Jonathan David

The Customer is Always Right…

Or Are They? We’ve all heard the old saying, “The customer is always right.” But in so many cases, we scratch our head and have to ask ourselves, are they really? 14

Groomer to Groomer • Vol 40 Ed 4 • April 2021

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e’re now living in a time where people have become accustomed to instant gratification. We can shop without leaving our couch, we can order pretty much anything to be delivered straight to our doors and we no longer need to go from store to store to find items we want because they’re a simple online search away. But with that instant gratification people’s general attitudes and expectations have become much more demanding and, in some cases, unrealistic and downright unbearable. However, with all that said, customer service is still an integral part of doing business. Even with our changing world, customer service is still the cornerstone of every successful business. But why is it so important? Every industry functions differently, but the service industry has some hard rules that we operate by. Whether you’re a hair stylist, a delivery company, a retailer, a doctor, a florist or a pet groomer, when you provide a service to people, there are certain expectations that come along with it. Providing a service in a niche industry gives you more room to flex your muscles and dictate the rules, but in industries that have a lot of competition, it comes down to providing a service that people not only need but one that they want. Some people choose a business to provide them with a service based on cost, others choose by location and some choose the business because they enjoy the experience. That last part is especially true when it comes to choosing a business that provides

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Creating good customer service sometimes lies within the services you provide and how you provide them, but it also lies within the way you handle difficult situations when they arise.

personal services. The keyword here is “choice.” Customers have a choice where they spend their money and which businesses they support—and pet grooming customers are no exception. Pet grooming is as much a personal service as going to a person’s own hairdresser or manicurist. For many people, the family dog is not a pet but rather a member of the family. And to others, their dog is favored even more than their children or spouse it seems. Many customers want the best possible experience for their furry family member, but that includes the best possible experience for themselves in the process. Creating good customer service sometimes lies within the services

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you provide and how you provide them, but it also lies within the way you handle difficult situations when they arise. I personally don’t believe the mantra that the customer is always right. But if you want your business to have a good reputation and you want to grow your business, I do believe that sometimes even when you feel that you’re in the right you have to keep calm and smile on. Now I’m not saying there isn’t a time or a place to put your foot down and let a customer know when they’ve crossed a line, but you definitely need to choose your battles, and when you choose to take them on, you need to do so professionally. In the days of old, a bad customer experience or dispute was

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GENERAL PET RELEASE FORM Date

Pet Name

MATTED PET RELEASE FORM Pet Name

Date

Your Pet is IMPORTANT to Us!

Your Pet is IMPORTANT to Us! safety Because we care about your pet’s you that and well being, we want to assure your every effort will be made to make pet’s visit as pleasant as possible. Occasionally, grooming can expose e a hidden medical problem or aggravat or after a current one. This can occur during grooming. we request In the best interest of your pet, te veterinary your permission to obtain immedia y. necessar become it treatment should

MOBILE SALON RELEASE FORM

to this grooming establish ment I hereby grant permissio n to treatmen t for my pet at my expense. obtain emergenc y veterinary

Because we care about your pet’s safety and well being, we want to assure you that every effort will be made to make your pet’s visit as pleasant as possible. Because your pet is severely tangled or matted, it is at greater risk of injury, stress and trauma. All precautions will be taken. However, problems occasionally arise, during or after grooming, such as nicks, clipper irritation and mental or physical stress.

CAT GROOMING In the best interest of your pet, we request your permission to obtain immediate veterinary treatment should it become necessary.

RELEASE FORM

I hereby grant permission to this grooming establishment to obtain emergency veterinary treatment for my pet at my expense. Also, realizing that matted pets have a greater chance of injury during grooming, I will not hold this grooming establishment responsible for accident or injury to my pet.

SENIOR PET RELEASE FORM Pet Name

Date

Your Pet is IMPORTANT to Us!

Because we care about your pet’s safety and well being, we want to assure you that every effort will be made to make your senior pet’s visit as pleasant as possible.

Occasionally, grooming can expose a hidden medical problem or aggravate a current one. This can occur during or after grooming.

PET SAFETY

In the best interest of your pet, we request your permission to obtain immediate veterinary treatment should it become necessary. I hereby grant permission to this

RELEASE FORM grooming establishm

ent to obtain emergency veterinary treatment for my pet at my expense. Also, realizing that aged pets have a greater chance of injury during grooming, I will not hold this grooming establishm ent responsible for accident or injury to my pet.

Owner Name

Owner Name Pet Name

Date

Pet Name Signature

Signature

Your Pet is IMPORTANT to Us!

Your Pet is IMPORTANT to Us! leigh.com safety ns, Inc. • 717.691.3388 • www.bark Because we care about your pet’s you that and well being, we want to assure your every effort will be made to make pet’s visit as pleasant as possible. Please understand that due to the will very nature of being mobile we ent occasionally be late for an appointm control (traffic, accidents, weather, due to circumstances beyond our unavoidable time delays. etc.) and cannot be held liable for a hidden medical problem Occasionally, grooming can expose . can occur during or after grooming or aggravate a current one. This we request your permission to In the best interest of your pet, t should it become necessary. obtain immediate veterinary treatmen #PR-2 © 2016 Barkleigh Productio

grooming establishment to obtain I hereby grant permission to this for my pet at my expense. emergency veterinary treatment

Owner Name Signature

leigh.com

ns, Inc. • 717.691.3388 • www.bark

Date

Because we care about your pet’s safety and well

#MP-2 2016 Barkleigh Productions, Inc. • 717.691.3388 being,©we want to assure you that every effort will be • www.barkleigh.com

made to make your pet’s visit as pleasant as possible. Cats are creatures of habit and when exposed to a new environment they can experience elevated stress levels. In the event that your cat is too stressed to safely continue the groom, all procedures will stop and you will be notified immediately. Occasionally, grooming can expose a hidden medical problem or aggravate a current one. This can occur during or after grooming. In the best interest of your pet, we request your permission to obtain immediate veterinary treatment should it become necessary.

I hereby grant permission to this grooming establishment to obtain emergency veterinary treatment for my pet at my expense. Also, realizing that cats have a greater chance of injury during grooming, I will not hold this grooming establishment responsible for accident or injury to my pet.

Pet Name Signature

Because we care about your pet’s safety, we want to assure you that every precautio

pet. Due to the intimate nature of the grooming process, or a pet’s tolerance level for stress, strangers, or handling, some pets can become anxious or reactive during the grooming service. If we determine that continuing the grooming service would present a threat to your dog’s emotional or physical health, and/or the safety of groomer completing the service, we will discontinue today’s service and contact you immediate ly. We will take every precaution necessary to complete the grooming service safely and humanely including the proper use of common industry safety equipment such as grooming loops, muzzles, and restraints.

I hereby grant permission to this grooming establishment to utilize proper restraints for the health and safety of my pet and my grooming service provider during today’s grooming service. I understand and agree that if the grooming establishm ent deems it unsafe or unhealthy to continue for the pet or the groomer, the grooming establishment will end today’s service and I will be responsible for any services rendered.

Owner Name

Signature

Date

Your Pet is IMPORTANT to Us!

ns, Inc. • 717.691.3388 • www.bark

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Sometimes it goes a long way to work with a situation and come to a resolve rather than burn a bridge and have a thorn in your side simply because you just feel you’re right.

Groomer to Groomer • Vol 40 Ed 4 • April 2021

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mostly unknown to other customers or potential customers; however, in today’s world, we have online reviews and social media, and disgruntled customers can make their grievances more widely and more quickly known. Should this scare you into caving to every whim of every customer? Certainly not. You have to have policies and you should stick to them. But sometimes it goes a long way to work with a situation and come to a resolve rather than burn a bridge and have a thorn in your side simply because you just feel you’re right. Again, choose your battles. Often I follow the conversations on many of the groomer forums online. The scenario goes as follows: A groomer will pose a question in the hopes of receiving suggestions on how to handle an angry or disgruntled customer. Fellow groomers will then answer with their opinions of how they think the situation should be handled. Some offer really sound advice—good, level-headed strategies to resolve the issue and make everyone happy—but sometimes, I’m truly stunned at some of the responses. I read and wonder if these comments are coming from people who have actually done some of these suggestions, or if they are the fantasy responses they wish they could have used but know better because it would be detrimental to a business’s reputation. I try to look at those difficult situations from all angles—the business owner, the individual groomer and the customer as well. I try to think how this

Sometimes a customer is better off finding another place to take their business, whether it be because they cannot find happiness with the situation or because the business no longer wishes to provide that customer a service. situation could be resolved in a way where both parties feel they’re being heard and respected, yet both can compromise to find the resolution. Can that always happen? No, not in every situation. But sometimes a customer is better off finding another place to take their business, whether it be because they cannot find happiness with the situation or because the busi-

ness no longer wishes to provide that customer a service. Either way, flying off the handle and telling a customer to “go skip rocks” (or your favorite version of a profanity-laced response) probably isn’t the best course of action. Remember that owning and growing a business is a marathon, not a sprint. It isn’t always easy being in the service industry and

people aren’t always the easiest to deal with, but it doesn’t always have to be a challenge. There are professional ways to deescalate situations and make both yourself and the disgruntled customer happy all while keeping your business’s reputation in good standing. The customer isn’t always right… but then again, neither are you. Keep calm and groom on! &

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

SALON SPOTLIGHT

by Jen Phillips April

SPOILT ROTTEN DOG: A GROOMING SERVICE WORTH TRAVELING FOR

Photo by Natasha Hutchison

roomer and salon owner Natasha Hutchison says she’s had people travel across international borders to bring their dog to her. “One client came from Northern Ireland. I have others who drive their dogs two or three hours each way for their appointments. It puts a lot of pressure on you. I want to make sure they’re happy, but at the same time, it’s an honor.” Consistent and friendly customer service is the heart of Spoilt Rotten Dog’s philosophy. There are two locations, one in Chalfont St Peter and one in Pinner’s town, about half an hour from London. Hutchison says, “In the States, customer service is so welcoming and

Groomer to Groomer • Vol 40 Ed 4 • April 2021

Consistent and friendly customer service is the heart of Spoilt Rotten Dog’s philosophy. positive. In England, it’s varied. I wanted to offer consistent service whether it’s your first visit or your 10th.” Hutchinson started her grooming business for personal reasons. “I started grooming because I wouldn’t trust my dogs with anyone else. I wanted to stay at my dog’s first appointment and watch. I wasn’t happy, so I bought some clippers and taught myself to groom,” Hutchinson continues. “Since then, I’ve completed my City & Guilds Certificate & Diploma. Now, I’m doing International Certification of Master

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Groomer (ICMG) through the IPG. I love dogs, I see one coming towards me, and I want to cuddle it.” Her passion for dogs clearly shows. Spoilt Rotten Dog has 250 five–star reviews—mostly unsolicited. “I don’t like asking for reviews. It’s a lovely surprise when they appear. I can’t read them out loud because they make me emotional. They mean so much,” she expresses. With such a knack for providing an excellent experience, it’s no wonder that the salon has won an award for ‘Service Excellence’ for four years

@123petsw

@123pet

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Awarded by SME Business Awards, Hutchinson describes her surprise and delight at winning: “I just sat there, in shock, not moving when they announced it.” G IN M ON CO SO

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running. Awarded by SME Business Awards, Hutchinson describes her surprise and delight at winning: “I just sat there, in shock, not moving when they announced it.” When asked about her customer service philosophy, she says, “The clients choose to come to us. We need to offer them the best service possible— gold–standard level. You can’t take the customer for granted. Customer service is the speed with which you answer the phone, smiling when you answer it, and how quickly you respond to an online inquiry. It has to be consistent. It’s encapsulated in our whole ethos.” Between the two branches of Spoilt Rotten Dog, there are roughly ten staff members. However, they’re always growing due to the demand for their services. And customer service plays a big role in the recruitment and training process. “It’s in how I advertise, how I interview, and my training,” Hutchinson explains. “When I was practice manager at a veterinarian’s office, they had a specific set of questions they asked interviewees. I don’t. It’s more individual; I tailor it for the candidate in front of me.” Hutchison says she usually holds her interviews on the salon floor rather than in a back office. “One of my dogs is always there, and that’s the first test. How do they interact with the dog? Are they a natural dog lover? Then I watch them when a client comes in. I want to see if they smile when the customer comes in. Sometimes I’ve had to tend to something else during an interview, and they start interacting with a client as if they work there. Sometimes people think dog grooming is a lovely dog job, but you also have to be good with people,” she says. When it comes to training, she’s written out the protocols. “We go through it step–by–step. Usually, they’ll shadow a staff member for one–to–one support as they learn. I do encourage them to answer the phone early on. It’s the best way for them to learn.”

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Photo by Natasha Hutchison

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“Sometimes people think dog grooming is a lovely dog job, but you also have to be good with people.” – Natasha Hutchison

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They also offer dog grooming training. “We’re an academy too, so we train apprenticeships—level 2 & 3 for City & Guilds—College within the UK. It’s a lovely way to give back,” Hutchinson expresses. Besides customer service, Spoilt Rotten Dog has made a name for themselves in working with nervous dogs. “We specialize in nervous, aggressive dogs. These are dogs that might be banned from other groomers,” she continues. “But when they come here, they feel relaxed and safe. People look at the dog and see it’s so relaxed. Both locations have big glass windows where people can see the dogs being groomed.” With exceptional customer service and picture–perfect grooms, Spoilt Rotten Dog is sure to continue to see their loyal clients (local and long–distance) coming back for more! &

GROOMING BUSINESS BASICS

by Khris Berry

Touchpoints: A CUSTOMER

SERVICE CHECKLIST

ou are a groomer. You are a pet service professional. You provide your services to pets day after day— polishing Poodles and dandifying doodles. We see your grooming photos on Facebook, Instagram and Tiktok. You are proud of your work and the service you provide. You are a rock star. But let’s talk about the service portion of your career that may not come as easily as scissoring or clippering your clients’ pets. Customer service is a hot topic these days. From educating clients on how to care for their coated pet between grooming services to pandemic puppy owners who are reaching out for their first groom, groomers like you get frustrated. You are drawing lines in the sand around your time, your value and your willingness to

Groomer to Groomer • Vol 40 Ed 4 • April 2021

As the grooming industry moves forward by leaps and bounds, let’s make sure that we are taking the time to offer professional service to our clients; the people who are choosing our services and bringing us pets to groom. accommodate clients’ unreasonable demands. You are entering the realm of being a trade professional. As the grooming industry moves forward by leaps and bounds, let’s make sure that we are taking the time to offer professional service to our clients; the people who are choosing our services and bringing us pets to groom. Here is a handy reference list of

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customer service touchpoints that you should be applying so that your clients experience exceptional customer service alongside your exceptional grooming skills. Some of these are obvious ways you can excel in offering exceptional customer service, but by making sure that you consider each opportunity to interact with your clients as a chance to shine, you will elevate your client experience to another level.

Q: HOW CAN WE START TO PRIORITIZE THE HEALTH OF OUR ANIMAL CAREGIVERS SUCH AS GROOMERS?

A: ARMOR HAND GLOVES Animal handlers have the second highest rate of work-related injuries and illness according to the National Institute for Occupational Health & Safety, averaging $8.8 million in claims annually with an average of about $2,700 per claim. The Journal of the American Veterinary Association, or JAVMA, states that 50% to 67% of veterinarians and 98% of veterinary technicians will experience an injury at some point in their career. With statistics as high as this, what is our industry doing to protect its people? There are a variety of training procedures we can implement and safety gear we can add to our arsenals, but we must first start with eradicating the stigma around protecting ourselves. A common misconception for animal handlers is that to use gloves and prioritize caregiver health is wrong. Or, for an animal handler to use personal protective equipment, such as protective gloves, implies that the animal is dangerous or bad. These common misconceptions could not be further from the truth. In order to continue providing the absolute best care, providers need to be protected. This is why ArmOR Hand® Protective Gloves were created to change the industry approach toward keeping caregivers safe. The gloves do not compromise when it comes to durability, while ensuring superior flexibility and dexterity. Made of fully synthetic materials with no animal products, ArmOR Hand® Protective Gloves provide protection and maximum flexibility so that you can achieve proper restraint techniques. The gloves are so flexible, you can use low-stress handling techniques. Unlike the bulky “welding-type” gloves, a double layer of knit Kevlar and Stretch Cordura provides the dexterity as well as a level of protection while restraining. The gloves provide protection up to the elbow.

Our versatile gloves became certified as Fear Free Preferred Product in 2019 because of their ability to decrease patient and caregiver stress, making animal handling a positive experience. This means our products can be used by Fear Free certified practices and groomers, knowing that the use of our gloves are able to be used with compassionate handling techniques. Some groomers will use a clean pair of gloves with Feliway, or other pheromone products to decrease pet stress and anxiety. There are two styles of gloves available. The Original Full-Finger Glove and the Procedure-Palpation Glove. Each style ensures that whatever tasks need to be done can be accomplished without compromising safety. With the exposure of the thumb, index, and middle fingertips, the Procedure-Palpation Glove enables you to perform the most delicate of operations like toenail trimming, ear cleaning, and grooming. It’s not only bites and scratches that are a cause for concern in animal care, but also the spread of disease. Our gloves are water-resistant and machine washable, meaning you don’t have to rely upon the same pair of gloves for all your patients and they can be easily sanitized between uses. The ease of sanitizing the glove means the risk of transmission for both zoonotic and infectious diseases are minimized when done properly. Additionally, the gloves can be machine washed as well. ArmOR Hand Protective Gloves are changing the way animal care is provided, one pair at a time. See how our products can help you achieve “more feels and less force” today by ordering a pair of ArmOR Hand Gloves. Please follow our Facebook page, LinkedIn, and Instagram. Dr. Laura Catena, Founder and President of ArmOR Hand Gloves, developed the gloves after an injury that almost ended her veterinary career. She underwent extensive surgery on her hand as well as months of physical therapy in order to regain use of her hand. Dr. Catena was awarded the Pet Age 2021 Women of Influence Award. She is a small animal veterinarian, contributor to veterinary journals, and is a medical board advisor to a pet supplement company.

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Determine what clients should know at these four stages: • BEFORE THEY DECIDE TO USE YOUR SERVICE • AFTER THEY DECIDE TO USE YOUR SERVICE AND BOOK AN APPOINTMENT • WHEN THEY COME FOR THEIR APPOINTMENT • FOLLOWING AN APPOINTMENT

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HOW DO YOUR CLIENTS FIND YOU? Whatever the point of entry for a client may be, this is the first impression touchpoint. Your clients may be coming via a website, Facebook, online scheduler, phone call, text or email; however, when they first engage with your services, make sure that the process is efficient, informative and easy to navigate. No one wants to run an obstacle course before they sit down in a restaurant for dinner; likewise, clients don’t want to jump through too many hoops to engage with their groomer or learn about your services. One simple way to navigate this touchpoint is to determine what clients should know at these four stages: before they decide to use your service, after they decide to use your service and book an ap-

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Advising the client of any difficult situations, listening to their concerns and taking time to answer their questions allows them the time and attention they expect from a professional groomer.

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pointment, when they meet you for their appointment and following an appointment. This allows you to not overwhelm a new client with policies yet still offer relevant information at the proper time in a client’s journey with your business.

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As discussed above, you should already have an idea of when you should be delivering information about your services, policies and even skill sets to your client. When a client arrives for an appointment, this is your opportunity to make a great first impression EVERY time they visit you. From a clean environment to a welcoming atmosphere, your service is represented by everything around you. This touchpoint is critical because, as a pet professional, you are tasked with gathering information to help you succeed in grooming the pet before you. In the meantime, you are challenged with being friendly and open while still educating the pet owner about their pet’s needs and your ability to meet those needs. Consider which information is most relevant to offer at this stage and this will help you make sure that this touchpoint of service does not overwhelm the client with information. A suggestion to keep your customer service seamless is to ensure that this touchpoint is well-organized and fluid for the GroomertoGroomer.com

client. Coaching them through your process is a great start: “Mrs. Smith, I’m going to gather some information about you and your pet, let you know about our services, and then we can discuss your grooming service for today.” Just coaching a client through your process is the equivalent to offering a guided tour of your services.

SHARE SPECIFIC INFORMATION WITH THE CLIENT. Sometimes it’s as small as a quicked nail, while other times the news you need to share may be of a larger scope. Regardless, how and when you choose to give that information to the client is particularly important in the scheme of customer service. While you are a busy groomer—moving 1,000 miles per hour through your day and managing multiple pets—the client who is using your service is imagining that you are focused on and attentive to their pet alone. They are purchasing your professional service and deserve your dedicated time and attention when it comes to something as important as the health, safety or wellbeing of the pet. Anytime you have information to share with the client which may impact one of those parameters, it is important that you record the information in the pet’s file and deliver the information to the client. Stopping to make a phone

call to deliver the news that a pet was shaved (when the client had hoped for otherwise)—or worse even—is an important touchpoint in your customer service plan. Advising the client of any difficult situations, listening to their concerns and taking time to answer their questions allows them the time and attention they expect from a professional groomer. Adding a mid-service phone call if something does not go as expected, or just to reassure a concerned client, is a great way to keep open communication with clients at the time it’s most needed.

MRS. SMITH IS HERE TO PICK UP HER DOG. Like many groomers, you are most likely tired at the end of your day—emotionally and physically. When each pet leaves for the day, you may have more pets waiting

to be groomed, another stop on your route or cleaning chores to finish before your grooming day is over. Having predetermined which information you wish to share at which point during the service is critical for time and customer management. Check-out is a common time to explain proper brushing techniques to the owner of a freshly shaved pet. Other times, this can be accomplished with pre-printed, curated material. Determining how you wish to invest your limited time with the customer is key to ensuring that you provide thorough instructions. I commonly see groomers who are simply too tired at the end of the day to prebook a client’s next appointment. If that’s the case, you may consider moving that task to the initial checkin timeframe. While all groomers enjoy re-

ceiving a generous tip at the end of the day, understanding that you can utilize these common touchpoints to educate, provide service to and communicate with your clients in unique ways is an important factor in how you organize your grooming services. The key takeaway is to have an organized method and recognize that each of these are opportunities to shine and solidify your position as your client’s groomer. &

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

PANDEMIC

PUPPY PHENOMENON AND WHAT IT MEANS FOR THE GROOMING INDUSTRY E by Jennifer Bishop-Jenkins e

We get it. We love dogs and cats so much that we chose to make caring for them our life’s work. We groomers truly understand why this worst–in–our–lives crisis of the pandemic has caused so many people to turn to pet ownership for comfort.

cience has shown that the human and dog species are co–evolved—connecting us physically and psychologically. We are both deeply social creatures; we need connection with each other. Studies confirm that the isolation and stress made worse by the spread of COVID–19 has improved for millions of people because of their relationships with their pets. And thank goodness for these precious pets who are providing comfort and joy for so many at such a difficult but historic time.

Groomer to Groomer • Vol 40 Ed 4 • April 2021

So many people embracing so many new pets is making news just about everywhere. Even The Wall Street Journal has published a series of articles on “Pandemic Puppies,” documenting how this aspect of life has changed for us in the last year, including the psychological benefits these pets have on the wellbeing of their owners. However, The Wall Street Journal also reported that some people have been so desperate to buy dogs that the paper had to publish warning articles about online puppy sale

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scammers. They have also written warnings to first–time pet buyers about the expenses of owning a dog that people were unaware of. This includes grooming expenses. Statista.com published numbers on February 9, 2021 showing how COVID–19 affected pet ownership in the U.S. from May to December of 2020, demonstrating that growth is continuing even as the pandemic grinds on: “The coronavirus (COVID–19) pandemic has affected many industries in significant ways, including the

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During a survey carried out in December 2020, ten percent of respondents reported acquiring a new pet.

pet industry. During a survey carried out in December 2020, ten percent of respondents reported acquiring a new pet. This is an increase of three percent compared to May, when seven percent of respondents got a new pet.” Let that sink in. Of people surveyed, ten percent more bought a new pet in just the month of December 2020! The American Pet Products Association (APPA) said, “Over 63 million households in the United States owned at least one dog according to a 2019/20 Pet Owners Survey, making them the most widely owned type of pet across the U.S. at this time. Cats . . . [ranked] second. . . with around 42.7 million households. . . Sixty–seven percent of U.S. households, or about 85 million families, own a pet . . . This is up from 56 percent of U.S. households in 1988, the first year the survey was conducted.”

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And, APPA reports pet ownership numbers increasing globally, not just in the U.S. While the American Veterinary Medical Association (AVMA) and consumer surveys report somewhat lower ownership numbers, they all show increases this last year. The AVMA says that veterinarians are reporting that they have had similarly high numbers of new clients in the last year, even while they have been restricting their hours and operations due to COVID. At my grooming shop, Love Fur Dogs in a suburb north of Chicago, we now often see two or three new clients a day. Many are first–time pet owners. I have been open seven years and each year averaged one or two new clients per week. Now, it is two to three each day. Like everyone else, we lose some each year to old age or a change in the family, but the new clients now far outpace any of what previously was considered normal attrition. I have hired more staff and am working to train my bathers to groom, but I can see the issue ahead of me. January and February had always been my slowest months, but this year they were busier than my previous December—usually one of my peak months of the year. I clearly see what the warmer spring and summer months are going to mean for my well– respected business. Not coincidentally, I am also seeing more job listings trying to hire groomers in virtually every group that will post these listings. Grooming shops, desperate to hire more groomers, are offering sign–on bonuses and benefits. Yet, there are not as many available groomers to fill the growing gap as there are new pet owners wanting our services. This is the state of our beloved grooming industry. Let us take a moment to reflect on this historical seismic shift and choose to see the good that will come from it: Competition between groomers will be a non–issue. People will appreciate the importance of what GroomertoGroomer.com

Groomer to Groomer • Vol 40 Ed 4 • April 2021

Our industry has long been filled with people who work very hard for only a moderate income. The Pandemic Puppy Phenomenon can change that for all of us. Now is the time for you to raise your prices.

we do. Plenty of business will keep us as busy as we want to be. We can charge more and pay better. In more populated areas, customers may actually begin competing for our services.

SO, WHAT DO WE DO WHEN THE DEMAND FOR OUR SERVICES OUTPACES THE SUPPLY? 1. PRIORITIZE YOUR REGULARS. Those clients who have faithfully and regularly supported your business over the long–term should be your top priority. Start politely telling your less– than–perfectly–regular clients about this new reality.

2. PRE–BOOK MOST OF YOUR CLIENTS. It has never been easier to get my clients to book ahead for the entire year. When I tell them that I have more new clients than ever before because of the pandemic puppy phenomenon, and that they may not get in if they do not book ahead, they now believe me.

3. RAISE YOUR PRICES. During the total shutdown of my grooming shop in spring 2020, one of my favorite every–other– week regulars with a big, long–haired doodle named Dewey texted me a picture. Dad was outside on the picnic table trying to brush Dewey out, per my home–care video instructions. The caption read, “You don’t charge me enough.” He was right. Few of us do. Our industry has long been filled with people who work very hard for only a moderate income. The Pandemic Puppy Phenomenon can change that for all of us. Now is the time for you to raise your prices. You might lose a few clients, but there will be many others to replace them.

4. TRAIN MORE GROOMERS. There are lots of people out of work because of the pandemic—people who worked in restaurants, theaters, entertainment venues, etc.—and they need work.

Groomer to Groomer • Vol 40 Ed 4 • April 2021

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And, lots of them love dogs. Consider adding to your team. Train them first as bathers, then pick the most dedicated and train them all the way up to cutting hair. Tell them it will take a year or more but that you will give them a skill that will be a great meal ticket for the rest of their lives. We know that hiring groomers right now is difficult at best. Yes, training someone to groom takes time, patience and good supervision on your part, but it is the only way our industry is going to move ahead. There are not enough schools, and most grooming school graduates still need a lot of training and experience. There are a lot of great online videos, webinars, remote learning courses and training opportunities from top teachers available to supplement what you teach them at work. Everyone who has the knowledge, patience and resources to teach someone else to groom needs to do so. This pandemic has been soul– crushing and devastating, with millions affected worldwide. It also has created the potential to take our grooming industry to a whole new level. The rest is up to us! &

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Asked Facebook….. “Tell Us Your Worst Client Horror Story.” And here are a few of our favorite submissions… any years ago, I provided pick–up and delivery to my home salon for an English Springer Spaniel as a new client. The initial interview was typical, as she was unhappy with her last groomer for reasons that were not red flags and it just wasn’t a good fit. Everything was fine for the prep and the dog was surprisingly very good. I wondered who wouldn’t want to do this gem. Then, while in the tub, without any muscle tightness, the dog who was at face level suddenly turned vicious. I noticed his eyes change but not one other sign—no breath stillness or muscle twitch or hard stare or anything. It was like a machine gun went off. I composed myself, and with shaking hands, got him out of the tub, toweled off and drove him straight to his house and dropped him off. Still shaking, the owner didn’t seem surprised I was back. She said, ‘Oh yes, he does this sudden attacking and I didn’t think he would do it again to another groomer. But we’ve gone through a few groomers and the vet said you have great fitness and skills so I didn’t want to tell you fearing you

Groomer to Groomer • Vol 40 Ed 4 • April 2021

would say no.’ I said, ‘You should always tell a groomer so we can use proper procedure and protection, as we rely on being told about your pet.’ Turns out, I called the vet and they said, ‘Oh yes, that dog has a bad case of Rage Syndrome. His chart has all kinds of red flags, we need three people here, and a muzzle is given to the owner in her car. We’ve recommended he be euthanized but the owner thinks we are making a big deal out of the alligator that is a little nippy.’” “During a house–call grooming, I finished one dog and hated to turn on the dryer because it was so warm in the house, but I had to fluff him up and get him dry. The housekeeper came past and saw how sweaty I was and asked if I was ok. I asked her, ‘What happened to the air conditioning?’ And she replied that the owner turns it down when it is just us in the house. I think my mouth fell wide open. I did the second dog in record time because I was close to passing out. The housekeeper again came by

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and asked what was wrong. I said, ‘I am diabetic and not well.’ She gave me a diet Pepsi but asked that I please tell the owner it was mine from my own bag. I was out the door with my stuff put away when the owner pulled in. She came out with her checkbook and paid me. I looked at the check and it was $1.25 short. She said, ‘For the diet Pepsi. I know it was mine.’ I folded the check, put it in my pocket and said, ‘I will not be back.’” “About 10 years ago, early in my grooming career, I had worked at a corporate grooming salon. One of my fellow groomers had mistakenly rescheduled her regular client to a day she was not in. When the client showed up, I had apologized on her behalf and told him I would be more than happy to groom his pup for him. The man became extremely combative all of a sudden and took a step back and shouted ‘He’s going to hit me!’ Which of course was not the case since I had simply reached my hands out to pet his dog. He continued to scream then yelled to the General Manager that I

was threatening to hit him. Needless to say, this gentleman was banned from the salon and store for his actions.” “My worst grooming client story would have to be when I had just graduated from grooming academy. All of the clients I had booked were made aware that I was a student groomer, and if they wanted someone with more experience, they’d be more than welcome to book with those groomers. It was my first week of being on my own and this woman comes in with a Havanese mix. She explained that she wanted a 1/2” GC all over with a classic teddy bear head, and that it was crucial since the dog was supposed to be in her son’s wedding in about a week. The dog was pretty much a nightmare to work with for some aspects of the groom, and to top it off, she had some matting. I decided to be nice and brush out the matting, and to try my best on this groom since the mom was worried about the wedding. When mom came to pick up, she saw the dog and was elated, saying how cute she was and how much she loved the haircut. I excused myself to go to the back to grab the dog’s things, and when I came back up front, she had done a complete 180, saying how horrible the haircut was! According to her, I ruined her dog and her son’s wedding. She called me every name in the book and said I do not know how to groom and should never have become a groomer. I was pretty much in tears as I went to the back, and my coworker asked for the manager to come talk to her. She left with a free groom. Funnily though, she tried to request me a month or so later, so I guess I didn’t do THAT bad of a job. But I refused to work with her ever again. It’s been two years since the incident, and I have to say, it did teach me that no amount of money in the world is worth being put down or verbally abused over.

“The man became extremely combative all of a sudden and took a step back and shouted ‘He’s going to hit me!’ Which of course was not the case since I had simply reached my hands out to pet his dog.”

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

After calling the police, I walk up to the register where I overhear my bather and the dog’s owner chatting about how she

shouldn’t put the dog in the pillow case.

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Even if you are a new groomer or a seasoned pro, never let someone make you feel worthless like that.” “We had a client with a Chihuahua call in for a nail trim. She had mentioned on the phone he was a bit sketchy and she was going to have a hard time putting him in his carrier to head over to the shop. An hour or so later the client walks in with a pillow case. I greeted the client, and all of a sudden notice she’s holding a pillow case...and something is moving inside. I said, ‘Ma’am is your dog inside of that tied pillow case?’ She replied with, ‘Well yeah, where else would I put him?’ I took this poor little Chihuahua out of the pillow case in complete shock and completed the nail trim, which was by far the easiest nail trim and the sweetest dog. I instantly grab my phone after having my bather hold the dog and run into the bathroom to call the police. As a new business owner I had no clue what to do other than get help. After calling the police, I walk up to the register where I overhear my bather and the dog’s owner chatting about how she shouldn’t put the dog in the pillow case. The owner is then angry that my bather wouldn’t put the dog back inside. I offer her a crate to take with her and keep but she still refuses. She then put the Chihuahua back into the pillow case, spins it shut and ties it off with a rubber band, while saying, ‘This is so he can’t get out until we are home,’ and walked out. She then puts this little dog on her floor board and drives off. At this point I’m in tears thinking about how wrong this is and how scared this poor little dog must be while praying for the cops to quickly come. Not much later I got a call from the cops saying that they did finally stop her. It was the scariest most horrible thing I’ve ever been involved in in my entire life and still to this day she probably has no idea I was the one who called the cops on her. And, I have it all on video!” &

GROOM

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Vol. 37

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Care Qua rterly

Vol. 37 Ed. 3 Fall

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KITTY'S KORNER

by Deborah Hansen

“JUST A LITTLE OFF”: ADDRESSING

PELT REMOVAL WITH CAT CLIENTS When a cat client checks in and asks for

“just a little off” and we immediately know the only fluffy part of the cat is the top ¼ inch, convincing an owner their cat is pelted is not an easy task.

ven more difficult is telling the client the dangers of a pelt–removal and that their cat will be “naked” at pick–up. The starting point with a client like this is a difficult balancing act. If we are not gentle and firm, we risk the potential of the cat not getting the coat care they need. We as groomers know the only humane option is to shave the cat; yet the owners came in for their cat to be fluffed up. The owner may not like the idea of what needs to be done, but having

Groomer to Groomer • Vol 40 Ed 4 • April 2021

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the tools to educate the owner of what is in the best interest of the cat decreases the chances of the owner walking out with an uncomfortably pelted cat with limited mobility and increases our chances of being able to help this cat today. After my initial 20–second assessment, checking to see where the cat is matted and feeling the coat condition, I am able to understand how this situation most likely occurred. Usually the cats that are just matted on the belly and do not feel greasy enjoy lying in wet

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I show the owners on the sample pelt how I am going to find an opening between the mats, shave down to the skin and then literally peel the pelted layers off of their cat. This goes a long way in establishing my education and professionalism.

Groomer to Groomer • Vol 40 Ed 4 • April 2021

sinks and bathtubs. The young pelted cats are usually the ones that have gone through their coat change and the owner did not know or could not keep up with the natural shedding process. And the ones that have hip matting or full–body matting are a result of the released coat being trapped in the growing or resting coat by a buildup of natural oils. Usually these cats are older and underweight which makes them more difficult to safely shave. Once I understand why the cat most likely got pelted, I like to use a sample pelt to show the owner what they are feeling on their cat and then explain why pelting happens. I continue by showing the owners on the sample pelt how I am going to find an opening between the mats, shave down to the skin and then literally peel the pelted layers off of their cat. This goes a long way in establishing my education and professionalism. This educa-

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tion is what builds the owner’s trust in us as groomers and belief that we are the best groomer for their family. When choosing a sample pelt to use for demonstration purposes, I have found that having a good inch of solid pelt with a fluffy top is the best visual for owners. Owners can feel the top of the pelt and agree it feels like their cat. Then I can show them all the hard and thick coat under the fluffy top. While most clients do not like it, they can understand why it must be removed. Having a second pelt that is lumpy, like golf balls, can help explain how you intend to remove the pelt off their cat. Using a sample pelt for the education portion of the groom keeps us from prodding at the cat which will cause its attention span to shorten for the actual grooming process. After the owners understand their cat is pelted and the coat needs to be removed, a plan to move

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It is important to prepare the owners for the positive changes they will notice in their cat after a pelt–removal.

forward is critical. A plan does two things: First, it prevents the owners from panicking. And second, it gives the owners hope and understanding that their cat can have the full, soft, flowing coat of their dreams. It is important to prepare the owners for the positive changes they will notice in their cat after a pelt–removal. Depending on the age of the cat and length of time the matting had been present, the owner will probably notice improved mobility as the cat moves around their environment with a new eagerness to jump. This increased mobility is often a surprise and many owners claim their cat has another life. These kitties will also want more attention. Petting no longer feels like their coat is being pulled which causes many cats to act like they can’t get enough pets. This can alarm

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

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an unprepared owner. At check–out it is also important to go over the danger sign of excessive licking in one spot. Sending an owner home with this information in written form goes a long way in preventing panicked phone calls and emergency trips to the veterinarian. Having a plan to get the cat into the coat condition the owner expected after this groom not only helps to convince the owner to have the pelt removed, but also gives them a newfound dedication to their beloved family member. Each business will address this differently. I address it on a few different fronts. I like to check in with the owner a few days after the groom to see how the cat is doing and answer any questions. I have an optional email sequence they can sign up for with brushing and nail trim tips and instructions. In eight weeks, if I have not heard from the owner, I call to follow up and remind them what signs to look for to indicate another groom is needed. I also have face–to–face approaches to help owners. By offering a free nail trim at six weeks, I can check the coat condition, help with brushing skills and am able to accurately recommend a bathing schedule. Follow–up is key in preventing these cats from pelting again. Telling a customer “no” is never easy in a service–based industry. Telling a customer you are going to shave their cat when they expected you to make their cat fluffier is even a more difficult balancing act. When we as groomers can accurately assess and explain the causes behind the pelting, then offer a plan with real solutions to get the cat into the soft, full coat the owner desires, not only do we bring comfort and a higher quality of life to the feline, but we create a client that is dedicated to us as a groomer, our knowledge–base and professionalism. &

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GROOMING GAB

by Kathy Hosler

Matters Have you ever groomed a pet once or twice and then you never see it again? You know there was nothing wrong with the groom, still, you wonder why the owner and their pet did not return.

t may have had nothing to do with the actual grooming. It is possible that you or one of your employees did or said something that made the client feel unwelcome or unimportant. The way a client is treated is often the determining factor of whether or not he/she will continue to patronize your business. How is the customer service at your facility? Are your employees helpful, courteous and knowledgeable, or are they more interested in playing on their phones than assisting a customer? Your employee is a direct

Groomer to Groomer • Vol 40 Ed 4 • April 2021

representation of you and the business. The way they interact with people can make or break your business. A prime example of this was evidenced by my client’s experience last week: A longtime client, Bonnie, called me because she needed to change the day of her sweet Bichon’s monthly grooming appointment. Her little Bella has been dealing with chronic, recurring urinary issues and her regular veterinarian recommended that she be seen by a specialist. He gave Bonnie the phone numbers of two well-known

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veterinary specialty clinics. “I called clinic #1 as soon as we got home,” Bonnie told me. “I was really concerned about Bella and wanted her to be seen as soon as possible. Well, whomever they have answering the phone there was anything but professional. When she picked up my call, all she said was, ‘Hold.’ If she had said, ‘Hello, Specialty Veterinary Clinic. May I put you on hold, please?’ or even, ‘Specialty Veterinary Clinic. Please hold. I’ll be right with you.’ I would have had no problem waiting.

“When she finally came back on the line, she snapped, ‘Yeah, are you still there?’ I quickly told her that my veterinarian had referred me and wanted my Bella to be seen for the problem she was having. I began to give her a brief explanation of Bella’s issue so I could get an appointment with the Urology specialist, but she cut me short and said, ‘Look, the soonest appointment I have is in 3 weeks.’ “Her abrupt, uncaring attitude really floored me,” Bonnie continued. “I couldn’t believe her rudeness to me during the entire phone conversation. I would never take Bella there. I’ve had far better customer service when I call to get the tires rotated on my car!” In all the years I have know Bonnie, I had never seen her so upset.

Groomer to Groomer • Vol 40 Ed 4 • April 2021

But, she began to smile as she told me the rest of the story. “Then, I called the second clinic,” Bonnie said. “What a difference. The woman who answered the phone was friendly and cheerful from the start. She listened to me as I explained about Bella and replied with, ‘I’ll be happy to make an appointment for little Bella. I’m going to schedule her with Dr. Thompson. She will love him,’ she said. ‘He is the head of our Urology department and will take good care of her. Let me see how soon I can get her in.’ “They can see her on Thursday,” Bonnie continued, “but that’s when she is supposed to be groomed.” I was able to reschedule Bella’s groom for Friday. When Bonnie and Bella came into my salon, she couldn’t wait to tell me all about their visit to

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the clinic, Bella’s examination and ultrasound, and Dr. Thompson. “From the moment we got there, I knew it was the right place for us,” said Bonnie with a wide smile. “The gal at the reception desk greeted us as soon as we entered the lobby and made a big fuss over Bella and her fancy pink collar. And, the technician that took her for the ultrasound was very gentle with her. “After her ultrasound, Dr. Thompson went over his findings with us and described the surgery that would be necessary to fix our girl. He answered every question I had and never made me feel rushed. Everyone at the clinic was so kind and caring. The way they treated Bella and me made all the anxiety I had been feeling vanish. “I have scheduled her surgery

Every time you lose a client—no matter the reason— it’s not just one appointment you lose. That client could represent 12 or more appointments per year for the life of the pet.

Groomer to Groomer • Vol 40 Ed 4 • April 2021

for next week,” said Bonnie. “I feel confident that she will be in good hands and that her operation will go smoothly. I can’t wait to have my sweet pup back to her happy, healthy self. Of course, I called my regular veterinarian to let him know the surgery date. And I told him how I was treated by both clinics.” Bonnie’s story really illustrates how everyone who has contact with a client will either enrich or erode that person’s relationship with the business. Even though both clinics were highly recommended, clinic #1 lost Bonnie as a client simply because of how she was treated by a staff member during her initial phone contact. Like Bonnie, your clients will never forget how they were treated at your

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place of business. And, good or bad, you can be sure they will tell their family and friends about the experience. How much damage do you think one unhappy person can do to your business? The answer is, plenty. Every time you lose a client—no matter the reason—it’s not just one appointment you lose. That client could represent 12 or more appointments per year for the life of the pet. On the other hand, if you and your team are providing excellent customer care along with good grooming, you create loyal clients that faithfully keep their appointments month after month, year after year. They happily sing your praises as they pay your bills and fund your retirement. That’s why every client matters. &

STYLED UP

by Amanda Aaron and Brittney Valle

AFTER

Doodle Dandy BEFORE

FIG. 1

Groomer to Groomer • Vol 40 Ed 4 • April 2021

f you’re like me, you have a few doodle clients that have easy coats to maintain—thinner, less undercoat and need much less maintenance than the average doodle. The ones that make you say “YES!” and fist pump internally when they walk through the door! This particular client wants to maintain some cute personality without a lot of at–home grooming maintenance. The dog’s coat isn’t thick and doesn’t mat easily, so I’ll

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be clipping his body short while giving him a little flair with his legs and head. This tutorial will walk you through how to style up a common teddy bear trim. As always, begin with a dog that has been bathed, dried, ears cleaned, nails trimmed, and paw pads and sanitary clipped. Fig 1) Clip the body coat to your desired length. For this dog, I chose a 1/2 inch guard comb. Fig 2) Continue clipping the coat in even strokes until you reach

FIG. 2

FIG. 3

FIG. 4

FIG. 5

FIG. 6

FIG. 7

the rear of the dog. Fig 3) When you reach the back legs, clip the leg as if you were putting the dog into a Schnauzer pattern; expose the upper thigh and take the back of the leg tight until you reach the bend of the leg. By doing this, it helps gives the dog angulation. But as an added bonus, it also helps prevent matting by removing unnecessary hair in a high–friction area. Fig 4) Starting at the shoulder, clip the hair off until you reach the bottom of the shoulder muscle (or the elbow). This sets you up to scissor a column leg in a later step. Fig 5) Using the same guard comb used on the body, blend the sides of the back legs by skimming the bulk of the hair off. Fig 6) Then clipper all hair off of the torso by following the ribs down to the underline. Fig 7) To create a tight underline, prevent matting and for increased san-

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

FIG. 8

itation for male dogs, clip the belly in reverse. I chose to use a #4 guard comb on this dog, and am clipping from navel to between the front legs. Fig 8) Next, clip the bottom of the jaw, choosing a length of your (and your client’s) preference. I prefer to clip the length off here as opposed to scissoring it off to save time. This also helps

FIG. 9

promote the illusion of a long neck by separating the body from the head. Now that all of the clipper work is finished, thoroughly comb through the whole dog to fluff the hair back up. You may choose to go back over your work with clippers again. Fig 9) Using blending shears and

FIG. 10

a fine–tooth comb, comb the leg hair up and scissor down until you reach the desired length. Make sure you go over it again to put a nice, crisp finish on the leg. Fig 10) While the tail is in a natural and relaxed position, scissor the hair to blend from the tail set into the longer length of the tail.

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Holistic PET GROOMING

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

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Fig 11) Comb all of the hair on the feet down and scissor around to create symmetrical, round feet on each paw. This look can be achieved by using either a straight or curved shear, but I prefer to use a curved shear. Fig 12) Using a fine–tooth comb, comb all of the hair on the legs up and out. Fig 13) With the hair combed out, you can then scissor evenly all the way around the leg. On this particular dog, I am not taking bulk length off of the legs, just cleaning up the ends. Once you have your length and shape set, make sure you scissor again to get a nice finish. Fig 14) Going back to the rear legs, finish scissor–trimming the hair into a round shape around the leg making sure that the inside doesn’t get missed. Fig 15) Next, move to the ears, trimming the bottom to the desired length while the ears are in a relaxed position. Fig 16) Trim the corners of the eyes with thinning shears. This keeps a very

FIG. 17

natural look and maintains this dog’s soft expression. Fig 17) Comb the hair down over the eyes and forward and trim a visor in a half moon shape, beginning at the outside corner of one eye and ending at the outside corner of the other eye. Fig 18) Holding the muzzle,

Groomer to Groomer • Vol 40 Ed 4 • April 2021

FIG. 18

comb the hair under the jaw down and trim to crisp up the line and help set the shape. Fig 19) Comb all of the muzzle hair forward and place your hand around the top of the muzzle gently to hold the hair in place and keep the dog’s mouth closed. Using thinning

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FIG. 19

shears, trim the hair that falls forward from the nose. This will help with dogs that tend to get those pesky hairs stuck inside of their mouths and chew on them. Fig 20) Comb all of the head hair to one side. Scissor the length off to where the ear starts to set the shape of

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Groomer to Groomer • Vol 40 Ed 4 • April 2021

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your head. Repeat on the other side. Fig 21) Comb through the hair to set it into place, or you can even take the bottom of the dog’s ears and gently waggle them to shake the topknot hair naturally into place. Once that’s done, you can scissor the dog’s head into a rounded shape. Fig 22) To clean up the cheeks of the dog, scissor in a rounded motion toward where you just finished scissoring the top of the head. Make sure the ear is pushed back and the hair underneath is also trimmed. Fig 23) Pulling the ear up and out of the way, turn the dog’s head gently to the side and scissor the sides of the neck to blend into the crest hair that you’ve left. Fig 24) To finish blending the top of the head into the crest, gently take the dog’s head and point the muzzle toward the ceiling. While in this position, scissor the top of the head straight down toward the withers (or where the shoulder blades meet). You may need to do this from a few different angles to make sure it’s trimmed evenly all the way around and well–blended into the body. This teddy–style trim is simple and adorable but also allows for lower maintenance between grooming appointments, depending on the desired length of your client. Finding little ways to showcase each dog’s individual angulation and showcase your scissor work is a great way to style up a common trim and leave those doodles looking “dandy!” &

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A Practical Guide for Pet Health Professionals

antibiotics. It has been a tough journey, but the nourishment Leah receives and the bond we share is so worth it. There is something so special about knowing that your whole body is pouring out the love for your baby that you have in your heart.

Have you experienced any bias because of breastfeeding? I think the public is gradually becoming more accepting of breastfeeding, but there is still work that needs to be done. Breasts are so over-sexualized in our culture that many people still think of breastfeeding as something that needs to be hidden away, either under a nursing cover or in a special nursing room, like the one at church I am expected to go to every time my baby gets hungry during a church service. In many other cultures, no one looks at you twice when you LIFESTYLE use your breasts for the very purpose they were designed for—feeding babies! How great would it LIFE KS FOR THE be if our culture could get to this HAC point, too?

There is something so special about knowing that your whole body is pouring out the love for your baby that you have in your heart. – Dr. Sara Pilgrim

Y PA R EN T

S2 pump hat Ifor work! didn’t find? Life hacks for the working veterinary mom. So here are my top 5 lifepadshacks for Nursing I would the working veterin parent (and yes, ary constantlythis leakapplie through s to you dads, too.)

my clothes without them!

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Do you have advice for those considering breastfeeding?

Read as much as you can about breastfeeding before you have the baby! I spent a lot of time learning about giving By Justin birth,ebut Lee,I naively DACV thought that breastfeeding would "just come ECC, DABT As a hyper–effi naturally," andcient I wasveter not very well informed inarian, I was tryin aboutg the problems we ended up having. to prep are as much as I could prior Also, find a good lactation consultant! I was to my one–and–only lucky enough to give birth at achild For those . where hospital of you guys who know Myers– Briggs perso continued on page 24 nality scori ng, I’m a prett high “J” (e.g., y anal retentive), so I wanted to be as orga nized as poss ible for this baby thing. Boy, was I in for a surprise. I love my Spectra

I prepared as much as I could by reading all parenting and the baby books early. But there are lies in the books some that no one fills you in on—a I’ll shareMAGAZINE PETVET the two bigges nd t right now. First, skin.” Really? IT'S OK TO INTR “skin to You don’t think ODUCE THE PACIF your baby is going naturally bond IER BEFORE to to you? You don’t 30 DAYS need to strip baby out of his the PJ’s and unswa Ah, the pacifie ddle at night breastfeeding. r. All the books while That’s what I say that babies nipple confusion was doing; maxim get the skin to skin and not to give izing by unswaddling them a pacifie for one month. I learne r , breastfeedin changing the d all my mom g, diaper, and re–swa had introduced friends ddling a pacifier I had a totally …and now awake baby. After after day two… my sixth week while in the doing this, the of teacher of my hospital. I’m mom’s group so rule–abiding our whole group yelled at , of new moms for one month NEW PETI waited . “NO,” she replied “Slather a ton CARE . of baby diaper —but regret not rash cream on, with the lights startfeed COMM off, and let him UNITY ing sooner! All sleep those coma.” You don’t off the milk read that in any long nights…why RESOU baby books RCE didn’t ! someone tell me it was ok to start WORKS TO earlier?!

INDUSTRY NEWS

PHOTO BY Leslie

D r . S a ra ’ s

Must-Have

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ADDRESS HEALTH RISKS

PETVET MAGAZI

By Gwyn Donohue

wo million people are infected with resistant strains of bacteria and 23,000 deaths result from antibiotic resistance in the U.S. each year, according to Centers for Disease Control and Prevention (CDC) estimates. What makes this troubling statistic important to the veterinary community, other pet care profession als and pet owners is that two relatively common bacteria species that have resistant strains, Campylobacter and Salmonell a, are also common in many pets. While these are not classified by the CDC as urgent threats of greatest concern to human health, they are considered a serious threat. One example is a 2016 outbreak of antibioticresistant campylobacteriosis that involved 113 patients in 17 states, and was determined to be linked to puppies. Instances like this, along with the fact that resistant strains of bacteria are developing at increasingly rapid rates and outpacing the introduction of new antibiotics , has caused public health officials and the pet care community to actively address the issue of responsible use of antibiotics in companio n animals. “Recognizing that antibiotic resistant germs are a growing and serious health risk to both humans and animals, last year PIJAC committed to work with the pet care community to create best management practices to combat AMR as part of our participation in the

26 PETVET MAGAZINE

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Same tools, great new look!