Groomer to Groomer March 2022

“THE GROOMING INDUSTRY’S TRADE MAGAZINE!” VOL.41 ED.3 • MARCH 2022

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THE LOOK OF LOVE WHY MAKING EYE CONTACT WITH DOGS IS IMPORTANT

IDENTIFYING YOUR

“GOOD-FOR-YOU”

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CONTENTS | MARCH 2022

Sebaceous Adenitis

Conner: The Gift of Changing Trends Bishop-Jenkins: The Look of Love:

6 16

Why Making Eye Contact with Dogs is Important Salon Spotlight: Sham Paws

22

The Happiest Place in "Pawcentia"

& The Groomer's Role in Treatment

38

by Dr. Cliff Faver

“How May I Help You?” 12

by Jonathan David

Oquendo: Identifying Your "Good-For-You"

28

Customers Taking on the Big Dogs

32

Hansen: When a Cat Passes in Your Care

44

Hosler: Kathryn Dixon: Driven to be the Best

50

Hernandez: Mixed-Breed Mohawk

58

2021 Top 10 GroomTeam Members

63

New Products

64

Show Schedule

66

“THE GROOMING INDUSTRY’S TRADE MAGAZINE!”

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SOCIAL MEDIA Evan Gummo Evan@barkleigh.com

VOL.41 ED.3 • MARCH 2022

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THE LOOK OF LOVE

Kathy Hosler Daryl Conner Mary Oquendo Jonathan David

WHY MAKING EYE CONTACT WITH DOGS IS IMPORTANT

IDENTIFYING YOUR

“GOOD-FOR-YOU”

CUSTOMERS ALYSSA KASIBA WINNER OF GROOM EXPO CREATIVE PEOPLE’S CHOICE 2021 SPONSORED BY ANDIS PHOTO BY ANIMAL PHOTOGRAPHY

Deborah Hansen Dr. Cliff Faver Jennifer Bishop-Jenkins Blake Hernandez

Copyright March 2022. 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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ALYSSA KASIBA WINNER OF GROOM EXPO CREATIVE PEOPLE’S CHOICE 2021 SPONSORED BY ANDIS PHOTO BY ANIMAL PHOTOGRAPHY Groomer to Groomer • Vol 41 Ed 3 • March 2022

5

Grooming Matters

T

by Daryl Conner

Taking a stroll down grooming memory lane and recalling the years when five or six Shih Tzus crossed my table every day helped remind me that dog breed trends do come and go with the whim of the humans that buy them.

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rue confession. I have a weird quirk. I tend to think that the way things are right now is the way they will always be. So, for example, if the weather is dreary for a few days, I get into the mindset that it has always been that way and will stay as such until the end of time. Rationally, I understand that this is not true, but my funny brain gets sort of stuck. I need a reminder to help me realize that time brings change.

A long-time grooming friend of mine, Bonnie Peregoy (Bonnie’s Dog and Cat Grooming, Washington, DC), recently wrote a fascinating post on Facebook that had me nodding my head in agreement and remembering changes that I have seen in the grooming industry over the years. For example, I recalled when grooming didn’t involve endless Poodle mixes, but had other genuine challenges instead.

Bonnie has been involved in dogs most of her life and has been grooming since the 1970s. She has been at her busy Washington, DC location since 1997. Her post started with some statistics from Wikipedia: “For 25 years, the American Cocker Spaniel was the most popular dog in America. It was ranked number one first in 1936…and held onto the spot until 1952, when Beagles became the most popular dogs.

It regained the spot in 1983 and held on at number one until 1990.”

Then Bonnie wrote, “Old groomers like me remember when every second or third call was for cocker grooming, and they always had to be shaved down in spite of the fact that the owners wanted full furnishings or something approximating a show groom. The ‘brush at home’ speech was no different than today. The outcome was no different either. Many of their temperaments were iffy, and their ears stunk.

All of this explains why most people didn’t get a second one.

“My own breed, the Afghan Hound, roared into popularity in the 70s (when I got my first one). Even Barbie

“Old groomers like me remember when every second or third call was for cocker grooming, and they always had to be shaved down in spite of the fact that the owners wanted full furnishings or something approximating a show groom."

-Bonnie Peregoy had an Afghan Hound. Professional grooming that left them ‘looking like an Afghan Hound’ was out of the question. I was fortunate that the breeder I got my first one from said that before I could take one home, I would need a crate, a grooming table, and a stand dryer, and the dog would have to be bathed and thoroughly blown dry once a week. That equipment and experience launched my grooming career. But, the Afghan Hound could not have been a more inappropriate pet for most Americans; they are very cat-like in temperament, extremely difficult to train, and need a large, fenced area for exercise.

“In one year, the Southern New Jersey Afghan Hound club that I was a member of had to take in over 200 individual Afghan Hounds in our rescue program. People tired of them quickly and dumped them into rescue, and nobody—oth-

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er than a few fools like me—got a second one. In popularity, they were rapidly replaced by the Chow Chow. Oh, what cute puppies Chows were in the pet stores that then existed in every mall and most shopping centers. What a disaster they were as pets.

Besides the unmanageable coat, they would bite just about anyone. But groomers like me in the 80s could count on seeing several each week,” Bonnie recalled.

I vividly remember the Chow days. I used to have nightmares about them and try to push my newlywed husband out of our bed, thinking he was a Chow I was supposed to groom! I could also remember the popularity of another breed at about this same time, the Lhasa Apso. Though much smaller, they also had a challenging coat and often less-than-stellar temperaments.

“All of this is just an introduction to the ‘Newfadoodle’ we groomed on New Year’s Eve," Bonnie continued. "The dog wasn’t in awful shape; there

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was definitely some brushing going on at home. But really that does not matter because we all know the ‘trouble spots’ on a dog like that are going to take as much work in each spot as grooming an entire Yorkie. This dog probably weighed more than 125 lbs.”

Bonnie’s grooming salon commands Washington, DC prices, and she quoted the owner a fee of $300 for a short trim or $600 for anything “fluffy.” The woman said she expected the price to be astronomical, but not that astronomical. She opted for the lesser-priced groom and was pleased with the finished result.

Bonnie finished up with, “The point of this story is that for whatever reason this person thought she wanted this dog, she probably won’t be getting a second one. And I can say the same thing about 95% of the people who bought the big ‘doodles.’ It will be one and done. I suspect smaller poodle mixes will remain popular and get smaller.

I think this craze with the big ones will be just a memory for any groomers who stick around as long as I have.”

Reading this cheered me immensely. Although I no longer groom large dogs, I empathize with younger groomers who must deal with the fallout of the large “oodle” mixes. Taking a stroll down grooming memory lane and recalling the years when five or six Shih Tzus crossed my table every day, and the miniature Schnauzer years (I miss them!) helped remind me that dog breed trends do come and go with the whim of the humans that buy them.

It is a happy realization to know that these often challenging large Poodle mixes will someday be a distant memory. But, of course, no one knows what the next fad will be. May the grooming gods smile upon us and send us a kinder trend for our bodies and psyches! &

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But Why?

“How May I Help You?”

by Jonathan David

A smile and a little understanding go a long way to deescalating a situation, finding a path to a solution and creating a good relationship with your customers.

B

12

ack when I was just starting out in the grooming industry, I took a short-lived side job as a server at a chain restaurant. During the training process, we had to learn the company-approved greetings for answering the phone and for welcoming guests to the restaurant. There were three greetings for answering the phone and three for in-person guests, and we were free to use any of them as long as we said them exactly as they were written, word for word, and with a cheerful tone.

Initially I found it to be a silly and somewhat annoying policy, mostly because they were more like an advertisement within a greeting; something like, “Welcome to ‘blank,’ the home of the biggest burger in the state. How may I help you?” or, “Hi, welcome to ‘blank’

where we feel dining should always be a pleasure.” But I soon realized that it was part of strengthening their brand, making the customer feel welcomed and comfortable, and improving their customer service.

But why is it to your advantage to make a customer feel welcomed and comfortable? The words that stood out the most to me were, “How may I help you?” Think about that for a moment—five simple words that have so much power; five words that can set the tone for a good experience or a bad one. I think back to moments when I’ve heard those words as a customer and just from the tone, I knew right away whether the person offering to help me actually was going to help me or just make my day worse.

Groomer to Groomer • Vol 41 Ed 3 • March 2022

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Picture it; a busy coffee shop, under staffed and busier than usual. You get your latte and take a sip—yuck! Somebody mixed up your drink. So, you walk back to the counter and set the cup down in front of the visibly-frustrated barista who snaps their head around with one eyebrow raised and barks out the words, “How can I help you?” Your inside voice tells you this isn’t about to go very well.

You feel cheated; your drink is wrong, but you are the customer and the employee was just rude to you so now you can get defensive. You explain that you got the wrong drink in an unsatisfied manner which adds to the tension, yet the tone of the barista set the dynamic of the conversation.

Now, picture a bit of a different scenario: You get the wrong drink, and

when you set it down, the barista smiles and says, “Hi, is something wrong?” You reply, “Yes, that’s not what I ordered,” to which the barista replies, “Oh no, I’m sorry. What did you order? I’ll get a fresh one started for you right now.” The smile, the willingness to rectify the issue and the positive manner of the barista set the tone for a positive experience.

You might be reading this and think-

ing, what does ordering a latte have to do with dog grooming? Aside from the fact that I need my coffee drinks to deal with most days, this scenario plays out in grooming salons across the country every day.

As I scroll through the grooming pages on social media and I read the posts and resulting conversation threads that ensue, I see these same scenarios play

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out. But instead of a botched latte, it’s a botched haircut, a late customer or the need for an emergency appointment.

I see groomers recount the story and, right away, I know which way the story is going to go by the way the groomer started the conversation. Then I read the comments. And when the groomer sets the tone for a negative accounting of what transpired, I watch as some cheer

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In a digital world with less face-to-face time, I think in some regards people are forgetting that you don’t have to be angry to get results.

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on the verbal lashing that was delivered to the customer while others respond in complete shock that any business owner would speak to any customer that way.

On the flip side, when the groomer recalls their interaction from a problem-solving approach, astonishingly, I see the same divide in the conversations.

Responses to a client arriving late like, “You’re nicer than I am, I would say you’re FIRED! And hand them back their dog,” battling others saying, “That’s no way to treat a client, I think you did the right thing by taking them in anyway.”

What I’m getting at is that I think the finesse of customer service is slipping away. In a digital world with less face-toface time, I think in some regards people are forgetting that you don’t have to be angry to get results, similar to the old saying, “You get more flies with honey

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than you do with vinegar.”

Now I’m not saying the customer is always right, because they’re not, and I’m certainly not saying that you have to take abuse from customers, because you don’t. But what I am saying is that every issue, every difficult customer and every stressful situation doesn’t have to be escalated to a confrontation. A smile and a little understanding go a long way to deescalating a situation, finding a path to a solution and creating a good relationship with your customers— even when things go awry or mistakes are made.

Life happens, things come up, people forget and we all make mistakes, it’s how you handle the situation and what tone you choose that dictates the outcome. &

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Groomer’s Guide

The LoOk of

Love:

Why Making Eye Contact With Dogs is Important

by Jennifer Bishop-Jenkins

I

n November 2010, PBS debuted a television episode in the acclaimed science series NOVA called “Dogs Decoded.” Exciting research into canine capabilities and the human-dog bond were explored, providing evidence of what has caused something of a global revolution over the last decade in our understanding of the dogs in our lives. Humans and dogs actually communicate with each other in such profound ways that scientists are now beginning to find evidence that without dogs, we might not even be here.

As groomers, we have decided to make dogs our life’s work. What we can learn from some of these scientific studies can transform the rapport we have with our client dogs on the table and in the tub—if we will just take a few minutes to look them in the eyes.

It is often said that the eyes are the

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window to the soul. It is exciting to receive confirmation from the scientific community that this is truly the case with dogs. Professor Daniel Mills of the University of Lincoln in England said, “What makes our relationships so special is the dog's ability to be able to read our emotions so effectively.”

Research by leading scientists is widely available to view online and is well worth looking into for ways we groomers can improve our work with dogs.

Of all the members of the biological canid family—wolves, foxes, coyotes, jackals, etc.—only dogs make eye contact directly with humans. This feature, unique to the dog, was clearly pivotal in their domestication and our long and close interspecies relationship.

Our human faces are somewhat uneven and different on each side.

Research has shown that generally the

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right hemisphere of our face communicates slight differences than the left side. Humans also read each other’s expressions. When looking at someone else’s face, we look generally from the left side first, focusing primarily on the right side of a person’s face. Now we know that dogs look at these kinds of subtle differences as well.

Dr. Zsófia Bognár from the Department of Ethology at Eötvös Loránd University in Budapest, Hungary said, “Eye contact is an important non-verbal signal in humans. We use it in conversations to show that we are paying attention to each other.”

Her study went on to show how even the skull shape of the dog affects how we read each other’s faces. Since humans show a marked preference for dogs with features that resemble human infants, Dr. Bognar’s work

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documented better eye-to-eye communication with brachycephalic breeds, perhaps only because of our own willingness to look at them longer.

The positive benefits of eye contact work with every dog every time. Japanese researchers led by Dr. Takefumi Kikusui, a pheromone expert, published in the April 2015 issue of the journal Science the fascinating discovery that eye contact between humans and dogs delivers to both species an oxytocin increase to the brain. Oxytocin, often called the love or bonding hormone, increases a sense of connectedness and wellbeing. Another long-known benefit of oxytocin is that new mothers who have just given birth receive a pain-reducing response when they hold their infants and look at them.

Now that we know beyond a doubt that dogs and humans both receive

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this dramatic health benefit from looking into each other’s eyes, groomers have powerful reasons to add a minute or two to each groom in order to take advantage of the benefits of this research.

Dr. Corsin Muller’s research in Vienna, Austria made international headlines when he published his team’s research in the March 2015 issue of Current Biology using sophisticated computer screens and images of human faces, partial or total, to track the eye movements of a dog as they read our facial expressions. He demonstrated conclusively that dogs read our eye and facial muscles along the “T-Zone” across and down the center of our faces.

Smiles and pleasant eye contact caused the dogs to relax and show positive emotion. Angry, worried or

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It is often said that the eyes are the window to the soul. It is exciting to receive confirmation from the scientific community that this is truly the case with dogs.

stressful human faces clearly upset the dogs. Subsequent research has been able to confirm these extraordinary discoveries, such as locating exactly which muscles in our faces were being tracked by dogs’ perceptive reading of our emotions, especially around our eyes.

Other studies have found that the “puppy-dog eyes” that tug at our hearts have likely been bred into dogs’ facial muscles over the millennia by human selection because of the way dogs’ eye movements increase our sense of bonding with them.

When you do make eye contact with a dog, even if it is a repeat client you know well, it is important that with each visit your emotional state communicates warmth, acceptance and non-threatening affection. We don’t want to stare down a dog with dominance and sternness. This can actually cause discomfort and prob-

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lems for the dog. Don’t let the eye contact you make with the dog be expressed as, “I am in charge, you had better behave.”

Instead, greet the dog on the table or in the tub. Briefly drop your mask for a minute, if you are masked. Smile at the dog and make eye contact. Look them gently in the eyes with warmth, affection and a kindly manner. Say their name. Give them a minute to allow them to read the muscles around your facial T-Zone (across the brows and from eye to eye, down the center of your face.) Soften your expression and let them know they can trust you.

Taking just these few seconds at the start of the groom to let the dogs read your gentle intent and your trustworthiness can change the entire grooming experience for the dog and for you. &

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Salon Spotlight

Sham-Pa s Self Serve Dog ash

SHAM-PA S

THE HAPPIEST PLACE IN "PAWCENTIA"

by Jen Phillips April

3

"

65 days ago, I was on a corporate jet helping people build gas stations. Now, I work every weekend bathing dogs. I’m definitely deep in the bathtub trenches,” shares Kim Novak, owner of Sham-Paws Self-Serve Dog Wash.

Like many pet parents, Kim Novak found herself turning to her dogs for companionship when things got tough. A 27-year career in outside sales in the male-dominated gas business gave Novak business skills and helped her develop the confidence to go after her dreams when her job took a toxic turn.

“My dogs were my peace of mind when the pressure got to me. I have one American Bulldog and one English Bulldog, and I’d take them to the dog beach here in Southern California,” says Novak.

While there, she got to thinking about opening a self-serve dog wash: “I spent a lot of time at the dog beach, and then even more time visiting Southern California self-serve dog washes. And, no matter

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which one I went to, something was always missing. Most of the places I went were filthy. One had a raised tub but no steps. Others had fantastic equipment but not much in the way of customer service. I didn’t go anywhere that seemed to have everything under one roof.”

And, her hometown of Placentia, California didn’t have a self-serve dog wash at all.

“A self-serve dog wash made sense in the pandemic. My city had never seen one,” Novak continues.

“I wanted to offer a clean, friendly, bright atmosphere with only the best products and, most importantly, provide the best customer service around town. All owned and run by a woman with a dream.”

So, in November of 2020, Novak put her business plan in place.

“I created a logo and planned to open and franchise Sham-Paws Self-Serve Dog washes. However, not everything has gone as planned,” she remarked.

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The next step for Novak was finding a location.

“I found a space in a shopping center beside two popular restaurants. Everyone else was closed due to the pandemic. In Placentia, CA, you have to have a lease to file with the city,” Novak continues, “but the city can turn your idea down, so you need an out in your lease. The landlord was excited to have a potential new tenant and was willing to work with me.”

Novak planned to hire a manager to run the business while she kept her sales job and even had a person picked out.

But on January 4th, she lost her job. However, she was determined, and by January 13th Novak had the necessary paperwork to move forward.

She also had some hiring mishaps along the way. The person she’d hired as a manager turned out to be untrustworthy, and her

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part-time groomer tried it out but quit due to the commute. In addition, she even had a worker’s comp claim.

“The Chamber of Commerce and local government representatives were all there with big scissors to celebrate, and even my pastor from Crosspointe Church prayed over the business,” Novak shares with excitement.

Her business projections showed she only needed 50 dogs a month to break even, and she easily surpassed that number!

“My luck is people love their pets. I have 1,300 clients in my database,” Novak continues, “and that doesn’t include repeat customers or multiple dogs.”

Attracting customers has been the easiest part for the business.

Having two dog-friendly restaurants next door definitely helps.

“The first time people come, they wash their own dog. The second time, they bring their wife

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Undeterred, Novak plowed ahead, and

by March 30th, 2021, Sham-Paws was open. or girlfriend because they think it’s fun. The third time they hand us the dog, and they say, ‘You do it, we’re going next door for a beer and burger.’” Novak says.

Novak has also attended Chamber of Commerce events, is part of the Bulldog community and she’s found success with a local Facebook Group (Placentia Buzz). In addition, she even has a pair of walkers who pass out business cards for her.

“Peter and Carolyn Simmons walk our community over 50,000 steps a day. They don’t even own a dog, but they stop people and hand out cards for me. They’ve handed out over 2,000 business cards since March 30th,” Novak shares with appreciation.

In October, she held the first annual Dogtoberfest pet parade, and over 52 dogs came out to support the Southern California Bulldog Rescue. She’s also garnered over 2,000 Instagram

In October, she held the first annual Dogtoberfest pet parade, and over 52 dogs came out to support the Southern California Bulldog Rescue.

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27

Mary’s Musings

Identifying Your

“Good-For-You” Customers

by Mary Oquendo

I

have never subscribed to the notion that customer service means all customers are right and you need to assuage and stroke them to keep them coming back. I think it helps to first define who your customer is.

Your customer is someone you are doing business with that you want to do business with. And for that, you need to set the parameters for the “good-for-you” customer. Parameters could include: • Displays respectful behavior. Any client that exhibits inappropriate, condescending or aggressive behavior becomes a former client. They don’t argue price or refuse payment.

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Groomer to Groomer • Vol 41 Ed 3 • March 2022

• Keeps on the schedule that is set for the pet. Customers not wanting to stick to the schedule you suggest will often have a matted pet which will cause more stress on the pet and cost you time.

• Respects your time. Gives adequate notice to reschedule and doesn’t no-show.

• Follows directions. Reads and adheres to your terms of services and policies.

• Are not chronic complainers. A customer who is dissatisfied will tell nine to 15 people about their bad experience, and social media makes this easy to do. Dissatisfied

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customers that require continuing support are personally draining and cost you time and money.

• And anything else you think is important in a client.

Customer service is meant to keep the good-for-you customers coming back. Afterall, it is very expensive to cycle through customers. Studies show it can be up to seven times more expensive to get a new customer than it is to keep a current customer. Simply increasing customer retention by five percent can increase your profits up to 125 percent. That’s what good customer service does; it helps you retain those good-for-you customers.

Create customers who respect your knowledge and professionalism.

Show off all your education. Hang those certificates on your walls. If you’re mobile or house-call, put them in a photo album and let your clients look through them. People don’t know what they don’t know, and it’s your job to educate them.

And good customer service starts with setting expectations.

Respectful Behavior Respectful behavior is encouraged when you don’t accept poor behavior. Making clients aware of video and audio recording of client and pet interactions protects the groomer from false accusations. False accusations can spread like wildfire on social media if you can’t put out that fire with video proof. Letting abusive clients go makes room for your good-for-you customers.

Clients that argue payment or outright refuse payment take up your time, and we all know time is money.

Educating Clients Educating clients on why the interval you set is in the best interest and health of the pet. Create customers who respect your knowledge and professionalism. Show off all your education. Hang those certificates on your walls. If you’re mobile or housecall, put them in a photo album and let your clients look through them.

People don’t know what they don’t know, and it’s your job to educate them on their pets’ grooming needs as an educated professional.

Policies and Terms of Service Inform your clients of your policies and terms of service. Take a couple of minutes with new clients to go over them. Your policies can be uploaded to websites and most grooming software

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That’s what good customer service does; it helps you retain those goodfor-you customers.

And good customer service starts with setting expectations.

can send forms to clients before the first appointment is even booked.

We all know that unforeseen emergencies happen. I always offer grace in such circumstances. However, when someone does not repeatedly show up, that directly impacts a businesses’ bottom line. Your signed terms of service should indicate the penalties along with a credit card on file. Most grooming software has that capability.

Under Promise and Over Deliver Realize that some people can not be satisfied. Let them go. You’re probably spending too much time on them as it is. But ask yourself if you’re promising more than you can deliver. Do thorough check-ins with customers present. Look for matting, pre-existing conditions, behavioral concerns and ask about the health of the pet. Be

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clear with the owners and what you can and cannot do. Don’t ever end a conversation with “I’ll do my best.”

That owner will simply think you’ll pull out your magic wand and will be disappointed with you when you bring them a naked pet.

Customer Feedback Provide opportunities for customer feedback. Two questions I always asked were, what did you like about today’s groom? And, how can I improve?

Allowing clients to have a voice makes them feel valued.

Getting rid of non-customers makes room for good-for-you customers who are customers you can focus on making happy. And that is customer service!&

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taking on the big dogs

by Hannah Ziegler

Choosing to take on the big dogs is not a decision for the faint of heart. But the reward you get from grooming the big dogs is bigger than the dog itself.

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T

oo often I hear groomers say, “I do not groom big dogs,” “Big dogs take too much time,” or “I can earn more money grooming small dogs.” I am shocked when I hear these statements because big dogs have made up the majority of my business since I opened my salon doors. I groom every breed and every temperament; from killer Kujo the Chihuahua to the gentle Great Pyrenees, I take them all.

I have found taking the bigger dogs to be mentally and emotionally stimulating and fulfilling. There is also a great need for grooming these big dogs.

There are valid reasons for turning away a dog, but I do not consider size to be one of them. With the right tools, equipment and setup, any size dog can become a regular, gratifying customer. But how can we achieve a successful environment for the big ones?

When I initially set up my grooming salon, I built it around the largest dog that I groomed at the time—a massive Mastiff that weighed over 200 pounds. I specifically bought equipment sized for large dogs. My tub can hold the weight of a miniature horse and is large enough for a fully-grown Mastiff to turn around completely. The table I bought is called "Big Dog" and it has held over 400 pounds.

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Grooming big dogs is much different than their smaller counterparts, but this shouldn’t frighten us. Bigger dogs tend to be more mellow and laid back.

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Preventing back, neck and leg problems for yourself is one key to grooming big dogs. Always have a ramp or stairs for dogs to enter the tub. Take the time to train each dog to use those devices to keep both you and the dogs safe. This will prevent back problems from having to lift dogs and will ensure both of your safety.

Having a hydraulic or electric table is a must. Making sure that the table goes as low as possible will help your big dogs get on the table easily, and will save you the hassle of hoisting those large dogs onto the table. As dogs age, be prepared to help your large dogs get onto the table by lifting their hind end after their front paws are on the table. You can also use the same ramp or stair system you use for the tub to get your dogs onto the table.

Making sure you have a powerful dryer or three is an excellent addition to your big dog plans. When you are working on large hairy dogs, your dryer can easily become overheated.

Having a second dryer available is an easy way to continue drying without having to wait for your dryer to cool.

Speaking of cooling down, allow your big dogs to take a needed break.

Imagine being required to stand for several hours without resting. You would be tired too! I always give my big dogs at least one break during grooming. Allow them to lounge on a nice clean towel or bed for fifteen minutes to get their strength back. This also allows me to stretch and prepare myself for the next stage of grooming.

Using the proper tools to groom big dogs also helps you to succeed. Make sure your nail clippers can clip the largest of dogs’ nails. I find the extra-large nail clippers too bulky and can usually get by with medium-sized nail clippers.

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

WORK IN VET ER INAR G

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 child lucky enough to give birth For those at a . hospital where 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 I love my Spectra in for a surprise.

W

Y PA R EN T

S2 pump hat I 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.)

for work!

DON ’T

UNSWAD DLE AT NIGH

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my clothes without them!

T

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 r , breastfeedin . I learned all changing the g, my diaper, and re–sw mom friends had introduced addling…and a pacifier I had a totally 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 off the milk those coma.” You don’t read that in any long nights…why RESOU baby books RCE didn’t ! someone tell me it was ok to start WORKS TO earlier?!

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By Gwyn Donohue

T

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.

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45

Having a large pin brush is vital when working with long-haired, large dogs such as Newfoundlands. While drying your big dogs, use the pin brush in

the direction you want the hair to fall.

This decreases drying time and allows the hair to lay flat without completely flattening the coat like a slicker brush would. A long-toothed rake is also an essential grooming tool. Using a rake with a handle instead of a comb can reduce the stress that brushing puts on your wrists and hands.

Grooming big dogs is much different than their smaller counterparts, but this shouldn’t frighten us. Bigger dogs tend to be more mellow and laid back. They are generally better behaved because their owners know that when their pups grow up, they cannot simply pick them up to stop that bad behavior. Many owners put additional time and money into training their big dogs, making our grooming work easier. Having confidence and showing

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no fear to any pet is vital, especially with big dogs. By establishing that you do not fear them and you are simply there to help them, you assert yourself as someone who needs to be respected and trusted.

Choosing to take on the big dogs is not a decision for the faint of heart.

They require more work, more time and sometimes less money than grooming several little dogs. But the reward you get from grooming the big dogs is bigger than the dog itself.

Being a salon that takes on the big dogs allows you to broaden your skills, specialties and clients.

Take a chance on the next client that has a big dog. Find the satisfaction of seeing a big dog completely transform into a clean, happy pet in a matter of hours. You can do it! &

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As a mobile pet groomer with a Wag’n Tails vehicle, you will have the necessary equipment and support to transform both your career and checking account. Whether you are starting your own business or adding mobile services to an established business, a pet groomer can significantly increase their income with a mobile grooming salon.

Going mobile empowers pet groomers to better serve pets, pet parents, and themselves. A mobile pet grooming salon leads to reduced stress and anxiety for pets, more convenience and time for pet parents, and greater earnings potential and scheduling flexibility for pet groomers.

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37

Derm Connection

Sebaceous Adenitis & The Groomer's Role in Treatment

by Dr. Cliff Faver

T

he world is constantly changing and never ceases to surprise me.

Never in my wildest dreams did I think that we would go from purebred dogs being the most popular to designer mixed-breeds taking over.

In years gone by, we would refer to a doodle as a mistake, a mutt or Heinz 57, and you would not be able to charge for them. But now they are the current fad and one of the most sought-after “breeds.” With this doodle trend, we often get some very unique hair types and, of course, the skin issues to go with them. One of these issues that we need to be aware of is sebaceous adenitis.

In the past, we considered sebaceous adenitis mainly to be a problem with Poodles and Akitas, but we are finding that it is also showing up in our Poodle crosses. Sebaceous adenitis is a disease that manifests when the sebaceous glands that produce sebum or the oils of the skin stop working. It is a disease we recognize,

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but still don’t understand well. Some believe that it is an autoimmune disease where the body attacks itself, causing the glands to shut down.

Others believe that it may be an inherited disease. Even though there are aspects that could be consistent with either, neither one has been proven a 100%.

What we do know is that it’s a terrible condition and many of our dogs deal with it, often being undiagnosed or falsely diagnosed as allergies. It is only diagnosed by a biopsy where you see the scar tissue that has replaced the normal glands.

Realizing that the sebaceous glands no longer function means in order to give these dogs relief, we as the groomers or caretakers have to replace all the elements that are typically produced in the sebum (nutrition, water and protection for the skin). In the past—and sometimes still—the standard treatment recommended by veterinarians was to apply

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baby oil or mineral oil over the dog’s whole body, leave on from one to five hours, then wash with a dish soap or a stripping/degreasing shampoo to remove all the oil. If you understand the science, you would realize that baby oil and mineral oil are petroleum based and not compatible with the oils of the body.

The theory is the same as any emollient-type conditioner which holds the moisture of the body in (does not hydrate). If you start out dry, you cannot gain with an emollient, and any positive effect you might have will be negated with the harsh shampoo or degreaser.

In my whole career, I have never seen a dog grow hair back with this technique. Not to mention that it needs to be done weekly. Many of these dogs are euthanized because the owners are not willing to go through the process with lack of results.

More recently, the veterinary community has taken a different

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39

FIG 1

Sebaceous adenitis can cause a dog to be depressed and miserable because of the dry, itchy skin.

FIG 2

FIG 3

Typically, the texture of the hair gets very wiry. The skin is very dry and flaky, also a low-grade to severe infection may be present.

approach and now often treats these dogs with cyclosporine which is an immune-suppressive drug. The thought is following the theory that this is an inflammatory issue. This technique is a little easier and is better tolerated, but still falls short in many ways. Unfortunately, even with reducing the inflammation, the glands are still not producing sebum.

I have heard of dogs growing hair back in some cases with cyclosporine; however, I have not taken this approach because of the limited results.

By replacing the sebum with products to hydrate, nourish and protect, the hair will start growing back in most cases. It will appear very rough until the skin becomes healthier with the supplementation.

Another aspect is that the problem tends to reoccur with this treatment, which often frustrates the client.

I prefer to apply the science in the approach to this disease. First, no one believes that the glands will grow back or go back to functioning normally. Therefore, we approach this as a lifetime maintenance issue; not something that has a cure. If we know the skin is not producing sebum, then we have to function for it. So, we need to use oils and conditioners that will hydrate (humectants), are

nutritional rich and provide the natural oil barriers to prevent secondary infection. We will also use shampoos and conditioners that stimulate and provide a good environment for the hair to grow.

Initially, it is a lot of work to get the skin straightened out, but when done correctly, it is fairly easy to maintain. You cannot let this go too far without care or the dryness and lack of nutrients and protection will allow it to return.

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As a groomer, this is definitely a disease that you are capable of managing if you understand the science and use the correct technique and products. Consistency is the key! &

FIG 4

With continued care, the hair quality will improve and start to appear more normal. This is the first trim at around four months. As you can see, there is still a color change on this white Poodle and the hair is still fairly wiry but improving.

FIG 5

Here is the appearance after finally growing out 100% (other than the tail).

It is important to note that this was all done by the client.

There were no veterinary drugs used in the process.

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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43

Kitty’s Corner

When a Cat Passes in Your Care

by Deborah Hansen

No matter how many questions we ask at check-in, how carefully we monitor the cat for signs of stress during the groom or how many times we have groomed the feline before, sometimes bad things just happen.

A

s a house-call groomer, many of my clients or their older children sit with me while I groom. I really enjoy hearing about the family’s adventures and the family appreciates being able to learn more about their feline during the grooming process. I always show the family kitty’s belly button which everyone gets a big kick out of.

When a family member sits with me during the groom, it also makes it very easy to point out any new lumps, bumps or scratches. They also feel comfortable asking questions about why their cat does certain things. In addition, it is a great opportunity to teach the family how to brush and care for their feline.

Having a good rapport with your clients goes a long way when something bad happens. No matter how many ques-

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tions we ask at check-in, how carefully we monitor the cat for signs of stress during the groom or how many times we have groomed the feline before, sometimes bad things just happen. When bad things happen, it is the relationship you have previously developed with the client that makes things go a little smoother.

Prevention is your number one line of defense in assuring you can return a healthy feline to the owners after the groom. The first step in prevention is having your paperwork in order. Make sure owners know that grooming can be dangerous. Gather as much medical information on the kitty as possible. For older cats especially, I want to know if the family wants CPR performed and/or the cat transported to a veterinarian in the event of a life-threatening emergency.

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Prevention is your number one line of defense in assuring you can return a healthy feline to the owners after the groom.

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Second, observe the feline’s health at check-in. Any kitty that is open-mouth breathing should be turned away. Third, understand that stress can and does kill cats. During the groom, monitor for signs of stress such as open-mouth breathing and dilated eyes. With the understanding that stress can kill cats, never be afraid to walk away from a groom if the cat is too stressed to continue.

A few years ago, I had an appointment to groom Bear. At arrival I greeted the family, Bear and his feline siblings. His family did a fabulous job grooming their cats on their own, but they liked Bear to have a lion cut every

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year or two. After pleasantries were exchanged, I asked if there were any health changes and when the last time he saw a veterinarian was. Everything went very smooth.

During the routine lion cut there was no open-mouth breathing or dilated eyes. In fact, Bear was very comfortable, laying in my lap and allowing me to have access to his entire body which made it easy for me to shave him as I had always done. I continued to chat with the family during the lion cut and bath. I quickly dried and brushed Bear’s paws, tail and face. I let him walk down the hall so I could check his lines. All was good, by the

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This is the point where having a good relationship with your client makes all the difference. Having a clear and concise plan will help you know what to do on the unexpected day you find yourself in this situation. book, with no red flags of any kind.

I went to clean up and I heard a scream like I had never heard before.

I ran to see what happened. Bear was just lying motionless on the floor. It was obvious he was not breathing. I checked for a pulse but couldn’t find one. I knew I was in the right spot but was in disbelief that this was happening. I asked if they wanted me to start CPR. My policy had always been that I would transport the owner and the cat to the closest veterinarian office in a life-threatening situation. Yet, if I am driving, who will perform CPR? That

was the flaw in my plan. If you work alone, it is something you need to plan for. In this case, the owner performed CPR while I drove. It did not take long for the veterinarian to declare Bear dead on arrival. There was nothing that could have been done differently.

What happens in the next hour has the potential to affect you and your business for years to come. This is the point where having a good relationship with your client makes all the difference. Having a clear and concise plan will help you know what to do on the unexpected day you find yourself in

this situation. My business always had the policy of providing transport and paying directly for the veterinarian visit that resulted as an accident from a groom. Based on that policy, I went ahead and paid the vet bill that day.

I also upgraded the urn. A few days later, I followed up by phone. Then about a month later, I sent a “Thinking of you” card.

In the weeks to follow, several respectable veterinarians in my area that had access to the medical files told me in confidence that I did not do anything to attribute to the death of Bear.

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I also had spoken to several well-established cat groomers and there was not one warning sign that the grooming process caused undue stress on Bear. It was just Bear’s time.

Having the support of peers and local professionals did not help my broken heart. I was terrified another cat would die in my care. No matter what policies we have in place—even when we have extensive medical information on the cat, know the signs of stress and groom in a stress-free environment—sometimes a cat will not survive a groom.

Over the years, I have talked to several people who have experienced the sudden death of a cat they were grooming. The emotional aspect was enough to make some walk away from

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grooming. Others had policy changes to their business to either help prevent another death or help position the business to be able to better take care of the family in the event of another unexpected death.

Some feline groomers have groomed thousands of cats and never had a death of a cat in their care. Other groomers have only groomed a few hundred and have experienced this situation. If you groom long enough, chances are high that one day a cat will not get to go home to their family. It is important that you put policies and procedures in place today to help give you clear direction and protect your business when the day comes that a cat will not be going home. &

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Groomer to Groomer • Vol 41 Ed 3 • March 2022

49

Grooming Gab

Kathryn Dixon: A

by Kathy Hosler

"If I'm going to do something, I have to do the best job that I can possibly do," says Kathryn Dixon, NCMG.

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Groomer to Groomer • Vol 41 Ed 3 • March 2022

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lthough she always loved animals, Kathryn did not grow up surrounded by pets. Her family had only one dog, a Dalmatian that Kathryn would bathe occasionally.

After graduating from high school in 2006, she went to Petsmart in search of a job as a cashier or perhaps a small animal sales person, thinking that having a job around pets was a good way to begin. The grooming manager, Barb McDade, was there when she came in.

She interviewed Kathryn, and hired her on the spot to be a bather.

Kathryn didn't know it, but meeting Barb McDade that day would change her life. Barb's guidance and support spearheaded Kathryn's journey into the world of grooming, supported her great need to help others and showed her ways to become the best at everything she attempted.

"Barb was not only my first boss, she was the first person who really gave me the space to grow from an obnoxious 18-year-old kid into a very driven adult. She mentored me in grooming, in business, and in life. She was my biggest supporter no matter what (besides my dad),” Kathryn shares proudly.

"Even though she lived in Philadelphia, she was on the other end of the phone the whole time I was starting my mobile business in Rhode Island at 28 years old," Kathryn recalls. "She sent me surprise gifts randomly throughout the year and genuinely took pride in me, and was just happy that I was happy. She passed away in March of 2018 at age 52, but she is still one of the very first people I think of when I have good news, when I succeed, or when I have a new endeavor to plan."

Mentored by Barb, Kathryn went from bathing to grooming. She remained at Petsmart for three years and then became a mobile groomer.

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Kathryn decided that if she was going to have a career as a groomer, she had to become the best groomer that she could be.

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Though she absolutely loved grooming, all throughout her young adult life, Kathryn felt that she needed to do more than stay in her hometown and groom dogs.

While she was trying to decide what to do, a friend kept talking up the Marines. He said, “You don't do the Marine Corp unless you want to be the best.” And that struck a chord with Kathryn. So, she joined the marines and became a linguist.

The military has a college in Monterey, California, The Defense Language Institute, and it's where all active duty translators go. She spent the next two years learning Pashto which is an Afghan language. From there she worked as a translator for the next four years.

Kathryn had many duty stations but eventually she was sent to Afghanistan attached to the 2nd Radio Battalion. While she was there, she really got to know the people and became a cultural expert, and a go-between person for them and our military. However, her love of grooming was still present and she often groomed dogs for her friends and fellow Marines.

After six years, Kathryn left the Marines. In 2015, she bought a mobile van and began a grooming business in Providence, Rhode Island. She became friends with the other mobile groomers in the area and they sent new clients her way. Within six months, Kathryn was completely booked. It didn't take long for her to acquire five employees and a fleet of three trucks.

Kathryn decided that if she was going to have a career as a groomer, she had to become the best groomer that she could be. And what better way to become the best than to hone her skills and learn the finer points through competing? So, in 2016 she entered her first competition at Intergroom.

"I didn't know anything about competing, but I decided to 'go for it' to help me become better. I didn't place, but on the drive home, I said ‘I can do this. I just need people to teach me,’" Kathryn shares.

"I am not okay with mediocrity," Kathryn continues. "I have a real fear that I will become stagnant. I don't ever want that to happen. It drives me to seek knowledge. I want to groom every breed to perfection. I am eager to go to anyone I can find to give me a lesson."

The first seminar she attended was an all-day training that was taught by Anne Francis. From that day on she attended seminars, took private lessons and attended dog shows, determined to learn as much as she could about every breed.

The next competition she entered

was at the New England Grooming Show. She took first place in Sporting with a Field Spaniel. Kathryn was hooked! In 2018 she won the Sporting class at Intergroom. At the Best in Show Lineup for the Rising Star, Kathryn was asked what her future goal was. She replied enthusiastically, "I want to groom a dog that's competing at Westminster."

Like everything Kathryn puts her mind to, she did attain that goal. She later groomed a Bergamasco that was entered at Westminster and spent four amazing days at the show.

"It was so exciting to see the dog as she competed. I love flocked breeds," exclaimed Kathryn. "I had the time of my life!"

In 2019, Kathryn moved to Maryland. She now does pet and show groom-

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ing at Lakeside Pet Resort in Codorus Park. She is also entering grooming competitions all over the country.

"I am one of those crazy competition groomers now. I have six dogs of my own, one for every competition," shares Kathryn with wide grin. "One of my new goals is to perfect my skills to enable me to win multiple first place wins in different categories. That keeps me focused and improving in all areas."

In 2021, as Kathryn was driving home from the All American Show, she learned that Kabul, the capital of Afghanistan, had fallen.

"I was a wreck. When I was in Afghanistan, we had a team of locals that worked with and translated with us. They shared their history, family, and culture with us. Now, their entire life was changing. So when Afghanistan

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“I've always felt that if what you are doing is effecting a positive change for someone else, it's worth doing," Kathryn states.

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was in turmoil and the country was basically falling to the Taliban, those were the people I was thinking about," Kathryn shares.

Without hesitation, she put her entire life on hold to help these Afghan refugees who had been displaced.

Kathryn is a member of Team Rubicon. Team Rubicon is an international disaster response nonprofit that unites the skills and experiences of military veterans with first responders to provide relief during disasters and to communities in need.

This allowed her to work at a FEMA Intake Facility as a linguist to translate for and assist the many Afghan refugees who had to flee their homes. Her knowledge of their language was invaluable in helping the Afghan families with their immediate needs and while they transitioned into their new homes.

"It was eye-opening and devastating to see these people who had to leave their homes forever and come to a place where they didn't speak the language or know anyone," says Kathryn. "It was also fulfilling to be able to help them, and at the same time exhausting.”

After about a month of assisting, Kathryn was able to return home. And now that she is back, she is busy doing pet and show grooming, breeding and showing Kerry Blue Terriers, entering Reduces hand fatigue grooming competitions across the and injury due to dull country, giving private grooming lesshear usage sons, speaking at seminars and more.

Throughout her entire life, Kathryn Keeps shear's original has lived with a purpose. angle intact “I've always felt that if what you are doing is effecting a positive change for Safe to use with someone else, it's worth doing," Kathstraights, thinners, curved, chunkers ryn states. "No one gets through this and blenders life alone. If you are not helping and being a positive force in your commuBUY NOW AT SHEARSHAVER.COM nity, why not?" &

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Elevate Your Grooming

MIXED-BREED

MOHAWK

by Blake Hernandez

AFTER BEFORE

This cute little mixed-breed is getting a short trim all over with a Miniature Schnauzer-style face. And, to add some extra personality, a colored mohawk!

FIG. 1 FIG. 1 To start the mohawk, I work the dye in from the center outward so that the hair can sit in a clump in the center of the head.

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Groomer to Groomer • Vol 41 Ed 3 • March 2022

FIG. 2 After the dye has processed, has been rinsed out and the dog has been bathed and dried, I begin the groom.

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FIG. 2 I use a reverse blade on the trunk of this dog. His hair is thin and lays down so this will give me the best results in the shortest amount of time.

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59

FIG. 3

FIG. 4

FIG. 3 I then place my thumb near the tuck-up and roll it upward to create a smooth and safe place to reverse-clip this area.

FIG. 5 FIG. 5 Tilting the head upwards gives you control of the dog as well as creates a taut and smooth surface to clip.

FIG. 4 I repeat this process in order to work safely around the armpit.

FIG. 6 Every dog has twists and swirls of hair going in different directions so you have to clip in every direction to get a smooth finish.

FIG. 6

FIG. 7 On the face of this dog, I follow Miniature Schnauzer face patterns and use a #5F blade so it isn’t too short.

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FIG. 8 I then use a thinning shear on the inside corner of the eyes.

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Groomer to Groomer • Vol 41 Ed 3 • March 2022

61

FIG. 9 FIG. 9 I use a reversed curved scissor to bring the eyebrows in tight from the corner of the eye and angle them towards the center of the nose.

FIG. 10

FIG. 11

FIG. 10 I then switch to a shorter blade and go with the grain on the legs.

FIG. 11 Moving to the mohawk, I use hairspray from the center outward in order to create maximum hold.

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FIG. 12 FIG. 12 To finish, I use a curved scissor to trim the mohawk for a fuller look.

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This silky smoothie is a trim that every groomer should have in their arsenal. As for mohawks, they can end up on any breed in any trim, and I find that the hairspray and finish tipping really sets mine a part. Remember, salon styling is for the dog, the client and yourself to work together to make the dog cute and happy! &

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Congratulations to the Top Ten GroomTeam members for 2021 and good luck to all the competitors in 2022!

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Lis Johnson

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Lindsey Dicken

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Groomer to Groomer • Vol 41 Ed 3 • March 2022

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