The Grooming Guru

Transitions

I believe strongly in “training up” my staff, and am always looking for opportunities to teach new skills. There haven’t been any changes in my core staff for a number of years and we’ve fallen into a pretty comfortable pattern, and things have moved along smoothly.

That is until Kerice, one of my top groomers, recently went on maternity leave. For the last few months, we’ve been talking and having meetings about how to handle her special customers, how to keep our numbers up while she is gone and who will handle the other tasks she normally does. We’ve done our best to be proactive and address any issues that might arise before she left, but I can feel there is still a lot of tension around the changes that are taking place.

Transitions are like Mobiles

Years ago, I heard a talk about relationships and families. The speaker compared a family to one of those hanging mobiles. The different things hanging from the mobile represent the people in the family. The mobile hangs in balance until one of those “people” changes in some way. Then the mobile bounces around like crazy for awhile until it finds it’s new balance.

I think this analogy is even more true in business. We go merrily along until one of our employees leaves or we add someone new. Then our “mobile” gets upset and everyone scrambles around, trying  to find their new place. This can be a time of stress, but it can also be a time of great growth for your employees.

What's Normal?

When things change, or alter slightly (or dramatically!) things will go off balance for awhile.  But just like the mobile, it will regain balance once everything adjusts back to a new routine.

However, when you're forced learn a new skill or manage your time better so you can groom more dogs, it can really make you "up your game".  You can get a better idea of what is happening in your shop when things change--rather than when things are “normal” (are they ever really normal?).   And, you can get a better idea of what you need to change.

These changes will make your shop more efficient and profitable in the long run. With your support and encouragement, as well as pointing out that feeling “out of balance” at this time is normal, your staff will end up stronger and excited about their new skills.  So don't fret if your mobile is feeling off-balance or off-kilter.  Take it as an opportunity to get more involved and see what changes need to be made in your shop to put you back in balance!

 

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Move that Salt Shaker!

 

 

 

"Get'er Done! Larry the Cable Guy

 

 

 

 I remember a day when I first began working with my business coach, Brooke. We were sitting at the little cafe where we met every week and I was complaining for the umpteenth time about my business and my employees and never being able to get anything done, blah, blah, blah, and she told me something that has stayed with me until today.

She took the salt and pepper shakers on the table and placed them far apart from each other. She said, “Every business owner has problems. The CEOs of the biggest companies in the world have problems. The difference between them and you is very simple. Say that salt shaker are your problems, and the pepper shaker are the solutions to those problems. See how far apart they are. You have a problem and you think about it and worry about it and fret over it until slooooowly (she moved the salt shaker slowly towards the pepper shaker) you get to the solution (the salt and pepper were now together). The CEOs have a problem (she moved the shakers apart again), and they find a solution (back together again). The CEOs took action faster so they were able to find a solution faster. The difference between you and them is how fast you move that salt shaker.”

When we have a problem, why don’t we get started on finding a solution right away?

Over-thinking leads to under-acting. It's so easy to get stuck trying to find the perfect answer, or feeling sorry for  yourself and getting overwhelmed. I admit I could win an award for procrastination, especially back then. I’ll take an hour and a half to talk myself out of a 20 minute workout. But her words have stayed with me, and I’ve learned to pay attention and get moving when the urge to do nothing strikes. Sometimes it means ignoring that yappy little voice in my head (you know the one!) that threatens to keep me stuck, or listing in the morning the 7 most important things I need to do today. I’ll reward myself (work in the garden for half an hour and you can watch Dogs 101) and give myself time limits (at the end of Animal Cops, get out your yoga mat).

Trying to find the “perfect solution” keeps us stuck.

The biggest change I’ve made is the way I handle the challenges we all have in business. Stuff happens all the time, but I really try to get moving on a solution right away. It doesn’t have to be the perfect answer, I just try to do SOMETHING. I try not to spend a lot of time in that “why me” state of mind I used to dwell in.

Keep in mind that nothing is permanent, it's OK to take a direction and change your mind later. Energy creates energy, and you'll find your " to-do" list getting shorter and shorter and your stress disappearing.The important thing is to move forward as soon as you can.

 

When faced with a problem, do you find yourself overwhelmed and “stuck”?

What kind of things could you do to get yourself moving?

 Remember to try this:

 

• Give yourself rewards.
• Make a top 7 "to do" list for the day (no more than 7 items or you'll overwhelm yourself more!)
• Set a time limit for yourself
• Ignore that sabotaging "inner voice and "get'er done!!

 

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10 Steps to Turn Your Shop into a Pet Grooming Business

Sometimes it is difficult to take a step back, look at the big picture and understand what it is we need to do to turn our "shop" in to an thriving business.  I've put together a Top Ten list of steps to help you along the way, and keep you motivated to do what is required to take your business to the next level!

1. Take your business seriously - All businesses have rules. Think about it, when you go into your bank, there are regulations.  They are open certain hours, there are lines where you need to stand, and the employees follow certain guidelines.  The tellers handle transactions, and have rules on how they act and behave.  There are also things you need to do as a customer.  You need to have your ID and account information.  There are a clear set of rules that you need to follow or you are not allowed to get your money.  It’s the same way with your business.  You need to have specific rules, and regulations for your shop, employees, and customers.  This minimizes confusion, conflict and chaos.When people walk in to your shop, they should feel like it has a system with order, and your employees need clear rules in order for your business to run efficiently.

2. But not too seriously -  Okay, I may get some flack on this one. Let me assure you I’m very serious about Wags to Riches, my staff and my customers. My point here is that we are not brain surgeons. We cut pet’s hair. Sometimes things will happen and we may need to re-schedule a client, or close for a day (or a few, God forbid, as I did when my air conditioner failed in the middle of a 115 degree heatwave!). Even worse, we may need a vacation. I know I’ve had my share of angst in the past when I’ve had to tell that “certain customer” that I was unavailable. As long as, for the most part, you are professional in the running of your business, give yourself a break when things arise and you have to disappoint some clients, and don’t allow yourself to be bullied.

3. Figure out what your shop is about - Think about your shop and determine what it is that your shop is about.  Who is your “ideal client” and what do you represent to them? Who do you want to be in your community?  I look at my shop and my groomers as part of my client’s  “extended family”, like their dentist and hairdresser. We strive to have a life-long relationship with them. We try to make their lives easier, build trust, and be the place they will always bring their pets to because they know we care.  What is your shop about?  Try developing a theme for your business. What makes it unique?

4. Take your ego out of the equation - Our shops are our “babies”, and we feel we have to have a hand in everything, but you can’t do everything, do it all well, and move your business forward. Start delegating some things to free up your time (and your brain!) Stop being the center of the wheel because if everybody always has to talk to you, you can’t focus on growth.  Staying in the middle feeds your ego because people need you, but it also keeps you stuck!

5. Create a communication system within your shop - It is crucial that your staff has all of the information that they need about each animal in the shop easily accessible at all times.  This should be no more than two steps away from them at any given time.  This ensures that everything is getting done right for that individual pet, alerts your staff to potential problems and eliminates mistakes. With the clipper and dryers going, the phone ringing and the dogs barking, verbal communication can sometimes be a challenge in a busy shop.  Some examples of how to make this happen are: a good computer program, filing system, white board system, 3x5 cards, detailed instructions in laminates, and training that shows new employees how your systems work.

6. Create a training system within your shop - The next time your business is a little slow, take some time and walk through everything you do in your shop except the actually grooming (and I do mean EVERYTHING!) Have your employees help (they’ll appreciate the extra hours and the challenge). Document it all in binders that will stay at the individual stations (front desk, office, bathing department, etc) and make individual job description documents that you can give new employees. This insures continuity and efficiency and allows you to turn training over to your employees.

7. Develop an employee handbook - I strongly recommend you find an outside HR source for this. There are independent HR people you can hire and some colleges have free small business consultants that will help you. The payroll service I employ has a wonderful small business resource that will walk you through  the process (if you're interested in their information, leave a comment below and I'll get back to you). You will need someone who know local, state and federal labor laws. (Tip: be thorough! Some things to consider including:  how to request time off, employee pet policies, mission statement, dress code, grounds for termination, etc.)

8. Empower your employees - Get their input on challenges in your business and allow them to implement changes. Have their backs when situations arise. Set the rules, then start building trust and teamwork.

9. Develop trust between your employees - You’re building a team mentality. Set an example by respecting and supporting them. Don’t allow any gossiping or back-biting. Deal with any conflict between staff members quickly, but with understanding and encouragement for them to handle their own differences. Remind them often that this needs to be a place they feel good about working.

10. Show leadership and communicate with your staff - Hold monthly group meetings where you deal with any issues that have arisen. Encourage them to bring up anything that needs addressing, and together work on solutions. Challenge them professionally and personally. (tip: I like to start my meetings with some personal questions. For example: What are you working on? What today made you happy?) Set out some goals. Does that second year groomer need to start learning how to groom cocker spaniels this month? Do you need to hold a quick brushing seminar to improve your brusher/bather’s skills?  Try to meet one-on-one with each person every so often. Find out how things are going, both in their personal life and at work.  Being "The Boss" comes with a lot of power. Try to wield it softly.

 

Getting Back To Your Dream

"The future belongs to those who believe in the beauty of their dreams" Eleanor Roosevelt

Often, the original dream we had when we first opened our businesses looks very different from the life we end up leading. I opened Wags to Riches wanting to provide some extra income for my family, working when my kids were in school and still being available to them. It seemed like the ideal opportunity. I had been a stay-at-home Mom for 10 years, and maintaining that lifestyle was very important to me.

However, it wasn’t long until that dream went right out the window. I was working long hours, 6 days a week, and there was always some work issue that demanded my time. I missed my son's football games and was often late picking him and his sister up from school. My business was more successful than I'd ever imagined, but it was running me, instead of the other way around. I began to feel burned-out and resentful, and my family life suffered.

A divorce, re-marriage and the birth of my third child complicated things more. I had to find a way to put balance and meaning back into my life. I didn't want to leave the business I loved, but things needed to change. I began running my business again, defining, tackling and finding solutions to the challenges that continually tripped me up.

It took me a few years to restructure my business and get back on track, but the payoff is a business that runs itself and time for my friends and family. However, there are still things that come up sometimes that threaten to de-rail me. You know the feeling. You're going along, thinking things couldn't be any better, then something pulls the rug out from under your feet. The loss of a key employee, financial worries and equipment breakdown are just some of the issues that can get in the way of living your dream. You need a plan for the roadblocks.

When the frustration of the unavoidable but totally inevitable crisis threatens to  overwhelm you, it's important to be able to take action and get back on track. I’ve developed some strategies for dealing with the unexpected.

How to Get Back to Your Dream:

1.  It is important when things go wrong to not lose sight of your original dream. It may seem like a good idea to pull back when faced with financial, staffing, or other difficulties and go back to “doing everything“ yourself. Try instead to take a deep breath and re-group.

2. You may need to temporarily go back to being more involved in the running of the business, but while you are at it, put steps into place to get back on track. This is also an excellent time to re-evaluate and take an objective view of the way things are going. Ask yourself these questions:

• Are you on track?
• What isn’t moving forward?
• Is it because things have changed and that isn’t the direction you want to go now?
• Do you need to set aside time to make sure something gets done?

Times of stress and change are gifts to us, because they shake things up and make us look at them differently. If we can tap into our creativeness (and get past our fear) the results can be brilliant. Sometimes when the smoke settles and the air clears, our minds are clear too, and new solutions can be seen.

“If one advances confidently in the direction of his dreams and endeavors to live the life which he has imagined, he will meet with a success unexpected in common hours” Henry David Thoreau

 

Welcome To My Blog!

Several years ago while attending a trade show, I overheard a conversation that has shaped my decision to create this site. A writer was speaking about wanting to create an article about groomers who had owned their own businesses for 25 years or more. As she searched for candidates to profile in her article, she realized “There weren’t any!”

Now, I’m sure there are groomers out there who have been doing this for a long time, but the fact that she was having such a difficult time finding them was a sad commentary on our profession. However, it wasn’t a total surprise. Low pay, long hours and physical exhaustion lead to burn out. In addition, the majority of us start out as groomers, then become business owners without any education in how to run a business. We know how to groom, but we don’t always know how to solve many of the other issues that arise in business.

I started Wags to Riches being totally obsessed and immersed and loving everything about grooming and having my own business.  I threw everything I had into it, neglecting my family and my own needs in my desire to succeed. After many years of giving it my all, I ended up feeling used up, burnt out, disillusioned, and overwhelmed. I confess, I wanted to throw in the towel, but I didn’t. I found a good business coach, and with her help, I learned many of the skills I needed to solve the issues that plagued my business.

Finding good employees, creating a team, learning how to budget and manage your money, how to market yourself effectively (and economically!), learning what it is you love to do, and delegating the rest are all skills you can learn. I have found my way back to the passion I once had for grooming and want to share my journey with other grooming and small business owners with the desire to help them reclaim their joy and passion.

That is the reason why I started this blog.  My hope is to inspire you, share information with each other, and pass along helpful tips that will help you in your personal and professional life.  It is my hope that next time I come across someone wanting to speak with groomers that have been in business for 25 years or more that I can happily say, “Yes!  I know a few,” and point them in your direction.