Stevie Nicked
Hi Barb, I really struggle with communicating accidents or injuries with clients.
Do you have any tips to make this a less stressful experience?
Thank you!
Communicating anything that hasn’t gone to plan can be difficult. Dog groomers are carers first and service providers second. So naturally, the client-facing communication is stressful and at times, overwhelming. But the pooch's ongoing care needs to be at the forefront of our minds, even if that means putting ourselves in an uncomfortable situation for a few minutes.
This week I went to my local supermarket and bought a loaf of bread. I’m a Hi-Fibre Lo-GI gal (fibre is your best friend at my age). I got home and realised the ‘best-before’ date was two days after my purchase. That gave me the absolute irrits! Not because I wouldn’t use it in time (I love a good ham and horseradish sandwich), but because normally, there is a big fat ‘reduced’ sticker on it letting me know about the impending expiry.
Now I’m not trying to equate a loaf of bread to an injury to a dog, but awareness is key in both scenarios.
*Before we go any further, the rest of this answer is assuming it’s a minor nick, for anything further, please seek Vet assistance!*
Dogs are nick-lickers. Sounds crude, but it’s true. Anything that gives them discomfort, they’ll put their tongue to - a tongue that has 600 different types of bacteria (the human tongue has 615 and we don’t sniff each other's bums, so figure that one out!).
Anywho, this bacteria can seriously infect an area of exposed skin. Letting an owner know to prevent this is paramount (If my hairdresser didn't let me know I couldn’t wet my hair after my perm for 48 hours, I would have ruined it every time).
Where possible, it’s important to provide information about the incident. Were they matted and the mat pulled the skin into the clipper? Were they touchy with their feet and pulling when you were trying to scissor? For instance if Geraldine didn’t tell me that the odd french-tip in my pedicure was due to an in-grown toe-nail I would have been left wondering why it wasn’t the same as the others and left slightly disgruntled. If awareness is key, context is the lock!
With that being said, it’s important not to place too much blame on the dog. Admitting fault is humbling but also significant in your ongoing relationship with the client. Accidents happen, your client should understand all this through your conversation.
Transparency is your best friend, in fact the Dalai Lama said “A lack of transparency results in distrust and a deep sense of insecurity” (Barb can appreciate not only an incredible brain but a well-worn robe when she sees one!).
So in conclusion, be honest, be vulnerable and admit fault. Will it always be comfortable? Heck no, but one accident or misstep shouldn't define who you are as a groomer and person.
I hope this helps!
Barb-bye!
P.S - A nice touch is a post-ep check in. Whether it be a follow-up phone call or a text, it shows the owner that it is a rarity, and you do truly care, because Barb certainly knows you do!
