Meeting Customer Expectations
Taking your time admitting a dog will not only open up a very personal relationship with your client, it will also go a long way to combating problems that may arise due to miscommunication and help manage client expectations.
A thorough examination of the dog, (please refer to our Pre-Grooming Consultation) including; teeth, ears, eyes, coat, skin, behaviour and history, will help you identify areas of concern and anticipate any problems.
Dogs coat length can be a main area of concern. Usually the owner will not want the coat to be ‘shaved’. If a coat is heavily matted and you are unable to remove the knots without causing pain to the dog, you must explain this clearly and without judgement. A big part of a groomer’s role is education. Make sure you have time to explain how to manage a coat, so the dog does not have to be shaved next time.
Managing time in the salon is very important. If you feel you are not able to make a deadline, be transparent, and call the owner as soon as you can. A difficult dog can put the whole day behind. Be mindful of this; record this information for the next time you do the dog. You may need to book a double appointment. Make sure the dog is charged accordingly and that you have addressed this with the owner beforehand.
Avoid booking too many large breeds or difficult dogs in on the one day. This will help your time management; avoid rushing and delivering untidy grooms. It may save you from being too exhausted at the end of the day.
Pricing can often be a nasty surprise for some customers if the groomer has not been able to explain a process or level of difficulty. If you are spending longer on a dog, let the owner know so they are not shocked and disappointed when they return for their pet.
Be sure to get exact details of length of coat, ears and tail length. A good way to do this is use your fingers as a guide. What is short to a groomer is not necessarily short to a customer. Using centimetres or inches may confuse your customer.
By signing a Pre-Grooming Consultation form, the customer will be fully aware of extra charges. Anal glands, flea control, sensitive skin shampoos and others, should all be listed as extra charges.
If you do receive a complaint, listen to your customer. Let them tell their side of the story. They need time to express themselves and get their message across. Be empathic to how they are feeling, show sensitivity when needed and always offer a way through the situation.
Often dealing with a disgruntled customer is best done at the end of the day when both parties have had time to process the situation. Staff members may be upset by a complaint, use it as learning platform to improve your business.
Feedback, whether positive or negative, is import to your business. Dealing with negative social media feedback is not ideal. It is best if the customer can talk directly to you. When a dog leaves your care, spend time with the client to see if they are happy. If not, you have the opportunity to deal with it on the spot.
Occasionally, we all make mistakes; it is not the end of the world. Managed correctly, these mistakes help grow and improve the business.
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