Hairs of the Dogs

Lesson learned...

I have loved grooming dogs and cats for almost 30 years, but I still learn new things on a regular basis.  That is one of the aspects of my job that brings me great satisfaction.  Sometimes I am merely reminded of things that I have known but have, perhaps, forgotten.  That was the case recently, and I thought I would share the lesson with you. 

Here is the story.  We have a long-time customer who can best be described as grumpy. I believe he is a good man, but when dealing with us he can be demanding, inflexible and terse.  He dropped his dogs off last week at the same time that a sweet, effervescent, happy, friendly,customer was dropping off her brand new, just-adopted-from-the-shelter mixed breed pup.  I went out to meet her new dog, and I made a fuss over it.  The new rescue was adorable, and I am always so happy when a dog comes in that has been adopted from the shelter.  I was also happy because the customer had previously told me how excited she was to add a new dog to her home. 

Later in the day when "Mr. Terse" came in to pick his dogs up, he looked me in the eye and said, "You never squeal over my dogs."  I was confused and asked him what he meant.  "You squealed over that dog that came in when I brought my dogs in.  You never do that over my dogs."  I explained to him that the dog in question had just been adopted, and he smiled a little and nodded as if he understood, but you know, he was right. I never do make a fuss over his dogs.  It honestly never occurred to me that it might be important to him to have me do so.  But in reality, no matter how tricky this man can sometimes be to deal with, I know he adores his dogs and that they are very important to him.  He takes wonderful care of them, and they are very good dogs. 

My lesson, re-taught, is that even people who might be difficult love their pets.  And they are pleased when it is obvious that we care about their pets, too.  I was reminded of the importance of the human-animal bond, and how much it would mean to me, if I were in a similar position, to feel that the person I am entrusting my pet to actually cared about my dog or cat. 

In truth, I do care about all the animals I am privileged to groom.  It is also true that I don't always take time to show the way I feel.  I plan to change that, starting this week. 

This isn't the first lesson a customer has taught me, and it wont be the last.  It is a good lesson though, one I hope you find helpful as well. 

Coat Care hand out for customers...

I came up with this hand out for customers a few years back. 

If any of you would like to print it out and use it, please feel free.  You can customize it with your own business name and contact information if you choose. 

Download Coat Care Tips for Dog Owners

Winter grooming...

 
It has been a very wintery sort of winter here in the north east!  Lots of snow and some below-average temperatures. This time of year I find our grooming customers fall into three camps.  They will say to us:

1.  I don't get my dog groomed at all in the winter, I'd rather have it tangled and warm than groomed and cold.

2.  Cut my dog short because the long hair gets all balled up with snow.

3. Please just give my dog a bath, brush-out and light trim, it's cold out.

This is a great opportunity for customer education.  One way that coated dogs stay warm is by using the tiny muscles called arrector pili muscles that are at the base of each hair follicle.  The muscle pulls the hair up and away from the body in response to the dog feeling cold.  In doing this, air is trapped under the fur and works as an insulator against cold.  This works very well, UNLESS THE PET IS MATTED.  A matted coat is unable to lift and fluff properly when the dog is cold, so the insulating system is rendered inefficient.  Add to that the fact that tangles trap and hold moisture and you can see where a long, matted coat not only does not keep a dog warm, it can actually cause it be chilled! 

When I first moved to Maine after living in the mid south for many years, I was very suprised that some customers wanted thier dogs coat clipped short in the winter.  Then one day it clicked when a customer said, "Honey,she only goes outside long enough to potty, and she wears a coat then!"  In harsh climates, if a dog is not exposed to the great outdoors for more than a few moments at a time, a short hair cut is perfectly appropriate.

The third option is an excellent one for the customer, the dog and the groomer.  Having the dogs maintain their regular grooming schedule keeps them clean and de-tangled,maintains nail length and a shorter trim in the spring gets the dog back to its normal haircut.  Some customers are actually surprised to hear that their dog can come in just for a bath/fluff/trim to maintain cleanliness and coat condition.  We make sure to remind customers of this as fall and winter approach.  Regular visits are good for us, as groomers, because it maintains our regular income and prevents us from having quite so many matted dogs that need a long, hard session with a 7F blade when spring comes! 

The art and science of saying "NO!"

                                     
I was recently invited to be a part of Petgroomer.com's "Ask The Pro" radio series.  Quite the honor!  I enjoyed the hour, but there was one question that has stayed with me.  How to say "no," to  customers.  I wasn't totally thrilled with my answer, and have been pondering a better answer all week.  This is what I have come up with....

Using the word "no" is difficult for most people.  Relationships can be made or broken with that one little word. In fact, some people claim that the word "no" is the most powerful word in the English language.  There are entire books written on the topic of saying "no!"  Professional negotiators study various ways of using the word to help them achieve their goals.  Yet here we are, average humans, entrusted with the use of this hefty word with very little instruction on how best to put it to work! 

My husband has several business degrees and has spent decades working retail.  His advice?  When you have to refuse someone, always offer an alternative.  Example:  "No, Mrs. Smith, I am sorry that I cannot get your matted bichon bathed, dematted, fluffed and scissored in 30 minutes, but what I CAN do is call you on your cell phone about 10 minutes before she is done so you can pick her up the second I am finished!"  Softening the blow of "no" with an alternative is a good trick and one I use often.

One article I read suggested making a "no" sandwich.  Put your "no" in the middle of two "yeses." Example:  "Yes, Mr. Jones, I can make your skunked Lab smell MUCH better.  No, I can't insure there will be no skunk scent left at all, but yes, he will be clean and you will be able to let him in the house." 

One key to saying "no" is to say it with authority.  As hokey as it sounds, try practicing in front of a mirror.  If your "no" is wishy washy, you will be inadvertently setting up the expectation for "yes."  Example, "Well... nooooo, I don't think I'll be able to brush out your poodle.  She hasn't been groomed for 8 months, after all."  The customer can easily take the "I don't think..." to mean that you will be getting your magic wand out and making his fluffy poodle dreams come true.  He will then expect to see his dog groomed the way he imagines, and he will be unhappy to see the 7F smoothie clip on the pet that trots joyously out to greet him.  A better tactic is, "No, your pet is too matted for a fluffy trim this time. We are going to start over! (Use a happy tone, as if starting over is the greatest thing since ice cream!) If your goal is a fluffy trim, let's get him pre-booked to come back on a 5 week schedule and then we can work into the look you desire." 

It is your RIGHT to say "NO."  Indeed, it is your duty to say "no," if what the customer requests will be dangerous or painful to their pet. Example: "No, I  cannot just bathe your heavily matted Samoyed and send it home.  The matted coat must be removed for your pets health and safety." You can go on to explain, "I cannot insure that I can get all the shampoo rinsed out from under the tangles, and that could cause skin problems. The heavy tangles are already pulling uncomfortably on the skin and need to be removed."  Some owner requests are just bad for pets, and it is our job to educate them so they can make better choices.  I always find it easier to say "no" when the pets welfare is at stake.  I

 It is also your responsibility to say "no" if you believe the pet has the potential to injure you or a staff member. "No, Ms. White, after your dog went for my bathers throat I decided not to proceed with the grooming."  Refer vicious or unpredictable animals to their veterinarian for grooming under supervised sedation or anesthesia.  One good bite can put a stylist out of commission for a long time, even forever.  Remember, it is not your responsibility to groom every pet on the planet!

If you struggle with saying "no," do an internet search on the word. You will find helpful articles and books to read to help bolster your ability to wield this powerful word more gracefully. 

Check your assumptions at the door...

 

In Maine the weather has already begun to turn towards autumn. The maple trees are putting on thier annual show of color, and evening temperatures are dipping down into the range of "brrr!"

Last week a customer came in with a Springer Spaniel.  When I asked her how she wanted her dog groomed she replied, "A good winter cut."  Now, to me, a "winter cut" would be more of a traditional pet springer groom, with feathering intact to help keep the dog warm during the long, cold winter months.  So, that is what I assumed. Luckily I questioned her further.  You guessed it, my assumption was wrong! 

This dog owners idea of a winter cut was for us to shave every hair off of her dog with a 7f blade.  Why?  To prevent snow from getting caught up in his coat.  It makes perfect sense, and was proof to me that I need to work harder in my efforts to not assume that I know what customers want, but to question instead.