Since I have decided to start my own mobile grooming business I have been spending much of my time writing a business plan. I found the hardest aspect of the plan was figuring out the financials. My husband, spending two years taking accounting, helped me come up with this financial form to help groomers figure out exactly what they need to start with. It will help you figure out how much you need to charge per dog, make sure you are taking everything into consideration etc. Since I had tailored this to a mobile grooming salon you may want to add categories for your particular situation, but it's a place to start! I hope this helps some others out there trying to make heads or tails out of what they need to do to start up their own grooming salon! Please click the link below to download the file. It is formatted in Microsoft Excel 95 so just about anyone should be able to open it with any standard spreadsheet program. This sheet contains formulas already configured on the sheet. Only enter in figures where there are cells that appear to be a light blue tint. The payroll for the groomer is based upon a percentage taken from the cost of grooming a dog.
http://www.mediafire.com/?5mm1ewn5x22
Tuesday, November 20, 2007
Friday, October 19, 2007
Cage Driers
I've been quiet on this blog lately and I apologize. I've been wanting to write an article on cage driers for quite some time and the stigma they seem to have attached to them.
I suppose I don't understand why some groomers are so against cage dryers. The dryers in and of themselves are not dangerous if used properly and can increase a groomers productivity while lowering stress without compromising quality.
I have always worked in salons that were multi-groomer with a large number of dogs groomed per day. Without the use of kennel driers I don't know how we would function as well or give quality grooms to the number of dogs that we do.
After each dog gets a bath the high-velocity (or H-V) drier is used to blow the dog out usually until they are mostly dry. If we are very busy sometimes only a few minutes are spent on blowing the dog off and then the dog may be placed in the cage drier a bit damper, but still blown out. Our kennel drier has a thermostat on it and it is kept at 70 degrees most of the time. Sometimes if we have an elderly dog or a young puppy that needs a warmer environment we will increase the temperature as needed. While some of the dogs sit in the drying kennels we are able to bath and blow out more dogs. Once we have the majority of the dogs bathed and blown out we go back to finish the drying, if necessary. All dogs are then re-fluffed with a hand drier on the grooming table. We do not sacrifice any quality in the finish by bathing and drying the dogs this way.
So I guess I am wondering where the problem arises with many groomers on the issue of cage drying. I understand that cage dryers can be used improperly. They should not be used to dry every dog from start to finish nor should dogs be left unsupervised while any are in use. Temperatures need to be closely monitored as well as the pets for signs of stress.
There are, in my opinion, more pros than cons to using cage dryers. It is usually much less stressful for many pets to allow around their ears and feet to dry in a kennel dryer than with an H-V. It can certainly save the bather or groomer from an unnecessary struggle. There are some dogs that simply do not tolerate an H-V well, though they may be a minority. I groom a number of senior pets that are much more comfortable lying in a kennel and relaxing than on the drying table being force dried. We also do many first time puppy grooms and though I may use the H-V a little to start to get the pup used to it, I find the more pleasant I can make the first grooming, the better they are as they get older. There are also breeds that should not be blown out completely. I had the pleasure of working with a breeder of champion Burnese Mountain Dogs and one of the things she taught me was the coat was supposed to be left wavy and flat looking. Natural, as she put it, and by blowing the coat out all the way by hand I was ruining the look.
I would be much more stressed trying to dry so many dogs by hand without my kennel dryers, there would be that much more strain on my already bad wrists. I would never have the amount of time I wanted to do a quality groom for the number of dogs I do in a day while also performing all my other duties of answering phones, checking clients in and out, cleaning and such. In my opinion, as long as cage driers are used safely and properly they are a valuable asset to any grooming salon.
I suppose I don't understand why some groomers are so against cage dryers. The dryers in and of themselves are not dangerous if used properly and can increase a groomers productivity while lowering stress without compromising quality.
I have always worked in salons that were multi-groomer with a large number of dogs groomed per day. Without the use of kennel driers I don't know how we would function as well or give quality grooms to the number of dogs that we do.
After each dog gets a bath the high-velocity (or H-V) drier is used to blow the dog out usually until they are mostly dry. If we are very busy sometimes only a few minutes are spent on blowing the dog off and then the dog may be placed in the cage drier a bit damper, but still blown out. Our kennel drier has a thermostat on it and it is kept at 70 degrees most of the time. Sometimes if we have an elderly dog or a young puppy that needs a warmer environment we will increase the temperature as needed. While some of the dogs sit in the drying kennels we are able to bath and blow out more dogs. Once we have the majority of the dogs bathed and blown out we go back to finish the drying, if necessary. All dogs are then re-fluffed with a hand drier on the grooming table. We do not sacrifice any quality in the finish by bathing and drying the dogs this way.
So I guess I am wondering where the problem arises with many groomers on the issue of cage drying. I understand that cage dryers can be used improperly. They should not be used to dry every dog from start to finish nor should dogs be left unsupervised while any are in use. Temperatures need to be closely monitored as well as the pets for signs of stress.
There are, in my opinion, more pros than cons to using cage dryers. It is usually much less stressful for many pets to allow around their ears and feet to dry in a kennel dryer than with an H-V. It can certainly save the bather or groomer from an unnecessary struggle. There are some dogs that simply do not tolerate an H-V well, though they may be a minority. I groom a number of senior pets that are much more comfortable lying in a kennel and relaxing than on the drying table being force dried. We also do many first time puppy grooms and though I may use the H-V a little to start to get the pup used to it, I find the more pleasant I can make the first grooming, the better they are as they get older. There are also breeds that should not be blown out completely. I had the pleasure of working with a breeder of champion Burnese Mountain Dogs and one of the things she taught me was the coat was supposed to be left wavy and flat looking. Natural, as she put it, and by blowing the coat out all the way by hand I was ruining the look.
I would be much more stressed trying to dry so many dogs by hand without my kennel dryers, there would be that much more strain on my already bad wrists. I would never have the amount of time I wanted to do a quality groom for the number of dogs I do in a day while also performing all my other duties of answering phones, checking clients in and out, cleaning and such. In my opinion, as long as cage driers are used safely and properly they are a valuable asset to any grooming salon.
Sunday, August 5, 2007
A Remembrance
On July 13, 2007 I said good-bye to my beloved Molly. She had been with me for about nine years as I had adopted her when she was around ten years of age. You can see her pictured with me and my dog Lady. Molly was a little black poodle who wandered into my heart and made herself at home. She never asked for much, just someone to love her and the occasional lap to sleep in. My dog Lady had become extremely attached to Molly and always looked after her. Even sharing treats and food when she would with no one else. She was with me when I said good-bye. Molly kept on going right up until the end when she finally had a stroke. I'm grateful that she did so well for so long. I know it's never long enough for us, but I knew from the look on her face that she was ready. Molly has been the first one of my own that I have had to make the decision to let go. I am comforted in knowing that where she is now she is running free from arthritis with clear vision and perfect hearing. I look forward to the day when I see that curly top again, but in the meantime I know she will be well looked after.
Tuesday, July 3, 2007
Set Yourself Apart-The Importance of Good Customer Service
I am still amazed when I hear some groomers talk about how they deal with their clients. It makes me wonder how they are still in business.
Today I happened to catch "The People's Court" and there was a client suing a groomer for cutting her dog in several areas. Typically I am rooting for the groomer, but in this case the groomer was so in the wrong it wasn't funny. First he wanted to make it very clear that although he was the owner, he hadn't been in that day. He was not the one who had groomed the dog. He admitted to feeling horrified when he saw what had been done to the dog and had agreed to pay the vet bill. His biggest complaint was he felt a follow up visit for more antibiotics was unwarranted. He also counterclaimed for defamation of character. This whole case made groomers in general look bad. First his excuse was financial problems, that's why he didn't pay the vet bill. (I understand that this happens to many of us, but that is not an acceptable excuse to me for not paying. He could have offered a payment plan of some type, but he didn't). He also felt because she told other people about what happened to her dog, and that he lost business over it, he could sue for defamation. (Please let me make it very clear to everyone that if someone is telling the truth, it's NOT defamation!) When walking out of the courthouse he mentioned that his business would bounce back because he was the best. I'm sorry, but I dsiagree. In this business being the best groomer is not what keeps a business afloat. Perhaps it did at one time, but these days people want more. If I saw that show as a client I wouldn't care how great of a hair cut he could do on my dog I would never let him touch my animal because of how unprofessionally he handled the situation.
If groomers want to be treated as professionals and get paid as professionals then we need to act accordingly. Being able to scissor to perfection is a great quality but it does not guarantee a successful business. Remember, these days we are also competing with corporate grooming salons that have a lot more money for advertising and equipment than most privately owned salons. Customer loyalty is not what it used to be. We have to not only work to get clients, but we have to keep on working to KEEP them as well. There are many things you can do to make your clients feel appreciated and special. To keep clients you have to make your services stand out above the rest. The following are simple steps you can take, services you can offer that don't take much money or time, but will definitely be noticed by your customers. They won't work in every salon since everyone has a different layout and space available, but even one or two of these ideas can make clients remember you, tell their friends about you, and keep them coming back!
Who doesn't appreciate a free cup of coffee or tea? It's an inexpensive yet easy way to say thank you to your clients. It also conveys a more upscale image for your salon. What is so great about a coffee service area is that it grabs people's attention. While there are fixing their coffee they are also looking around. It's easy to either put the coffee where they would have to pass by many of your retail items or set up some small impulse items near the coffee area. If you've ever wondered why the big pet stores put all the food in the back of their stores it is to make sure their customers who come in monthly (or however often they buy pet food) have to walk through the store to get to what they need to buy in order to increase the chance they will see something else to buy. Customers dropping their pets off before work who would normally run back out are more likely to notice other things in your salon if they stop to fill up a cup of coffee.
A dog watering station is also a great compliment to a coffee service. Having a simple gallon jug with the spigot on the bottom with some bowls near by is a great way to set yourself apart from the groomer down the street. There are too many germs these days to offer up just a bowl of water for all the clients to drink from. You can use disposable bowls or those that can be washed and used over and over. If you have a water cooler you simply can add the bowls next to the cups for the clients.
As the mother of two nothing grabs my attention like someone going out of their way to make my kids feel special. Having some animal related stickers or a bag of lollipops (remember to ask parents first before offering candy) can be a great way to impress some parents. Of course it also makes my kids want to go back a lot! My daughter loves going to the bank now!
During the rainy season I like to keep a big golf umbrella near the door. I can easily walk clients out to their cars and help keep them and their pet (somewhat) dry. It's easier with the smaller dogs of course. I personally hate spending a ton of time fluffing a dog only to watch an owner caught unprepared in the rain. Next to the golf umbrella I hang on the wall a few loaner leashes. I go to the dollar store to buy them. I use fabric paint to put my business name on them as well as the word "Loaner". Most owners know right where the leashes are (I keep mine right by the door) and I no longer have people that come in with a loose dog.
I think the most important thing to make your client feel special and appreciated is to make the time to talk to them. I know we all get busy and sometimes I am thinking "please hurry up" but I never rush any client. It is my goal to make each client feel as though they are my only client. I keep notes on their cards not only of the pets specifics but of things that I might want to remember for next time. I had a client going in for a c-section a week after I groomed her dog. I called a few days after her surgery and left a message just hoping she was doing well. I make notes of their likes and dislikes in colors, bows verses bandannas, etc. Anything that I can think of that will help me make them feel like I really have taken the time to know them. I have caller ID but my clients don't have to know this. To them when they call and say "I need to make an appointment for Fluffy" and I say "Is this Mrs. Martin?" (or something along that line) they think I simply remember them or their voice. It never fails to impress the client or make them feel good about bringing their dog in to me. Many times I would know who it was without the caller ID, but it's always nice to have.
I know that every groomer has their own feelings about this, but I NEVER ask a client to clean up after their own pet. We are a service based industry and I will do whatever I can to provide the best customer service I can, including cleaning up after clients' pets. I do it both indoors and out as a courtesy for my customers. I certainly don't ever try to make a client feel embarrassed about their pet having an accident.
Last, but not least, smile. Be friendly and warm to both the client and their pet. This is a member of their family who they adore(usually). They want to feel like you will treat them with the same love and respect that they do. Pet the animal while the owner is there and talk to him. Don't just grab the pet and go. Even on a busy Saturday with very regular clients I will always say hello to both owner and pet, give the dog a good scratch on the head etc in front of the owner, and ask how the pet has been doing. With the cats I will always open the carrier to pet the cat (as long as the cat does not lunge out at me of course). This not only helps to relax the owner but I can feel if the cat or dog has any matts as well.
I hope that this article may help you add something to your salon that helps you stand out from the other groomers in your area. Without our customers we wouldn't be in business and we have to remember that. People will talk about bad experiences for a long time. It takes a lot to get them to talk about a good experience. Let's get them talking about how great you are!
Today I happened to catch "The People's Court" and there was a client suing a groomer for cutting her dog in several areas. Typically I am rooting for the groomer, but in this case the groomer was so in the wrong it wasn't funny. First he wanted to make it very clear that although he was the owner, he hadn't been in that day. He was not the one who had groomed the dog. He admitted to feeling horrified when he saw what had been done to the dog and had agreed to pay the vet bill. His biggest complaint was he felt a follow up visit for more antibiotics was unwarranted. He also counterclaimed for defamation of character. This whole case made groomers in general look bad. First his excuse was financial problems, that's why he didn't pay the vet bill. (I understand that this happens to many of us, but that is not an acceptable excuse to me for not paying. He could have offered a payment plan of some type, but he didn't). He also felt because she told other people about what happened to her dog, and that he lost business over it, he could sue for defamation. (Please let me make it very clear to everyone that if someone is telling the truth, it's NOT defamation!) When walking out of the courthouse he mentioned that his business would bounce back because he was the best. I'm sorry, but I dsiagree. In this business being the best groomer is not what keeps a business afloat. Perhaps it did at one time, but these days people want more. If I saw that show as a client I wouldn't care how great of a hair cut he could do on my dog I would never let him touch my animal because of how unprofessionally he handled the situation.
If groomers want to be treated as professionals and get paid as professionals then we need to act accordingly. Being able to scissor to perfection is a great quality but it does not guarantee a successful business. Remember, these days we are also competing with corporate grooming salons that have a lot more money for advertising and equipment than most privately owned salons. Customer loyalty is not what it used to be. We have to not only work to get clients, but we have to keep on working to KEEP them as well. There are many things you can do to make your clients feel appreciated and special. To keep clients you have to make your services stand out above the rest. The following are simple steps you can take, services you can offer that don't take much money or time, but will definitely be noticed by your customers. They won't work in every salon since everyone has a different layout and space available, but even one or two of these ideas can make clients remember you, tell their friends about you, and keep them coming back!
Who doesn't appreciate a free cup of coffee or tea? It's an inexpensive yet easy way to say thank you to your clients. It also conveys a more upscale image for your salon. What is so great about a coffee service area is that it grabs people's attention. While there are fixing their coffee they are also looking around. It's easy to either put the coffee where they would have to pass by many of your retail items or set up some small impulse items near the coffee area. If you've ever wondered why the big pet stores put all the food in the back of their stores it is to make sure their customers who come in monthly (or however often they buy pet food) have to walk through the store to get to what they need to buy in order to increase the chance they will see something else to buy. Customers dropping their pets off before work who would normally run back out are more likely to notice other things in your salon if they stop to fill up a cup of coffee.
A dog watering station is also a great compliment to a coffee service. Having a simple gallon jug with the spigot on the bottom with some bowls near by is a great way to set yourself apart from the groomer down the street. There are too many germs these days to offer up just a bowl of water for all the clients to drink from. You can use disposable bowls or those that can be washed and used over and over. If you have a water cooler you simply can add the bowls next to the cups for the clients.
As the mother of two nothing grabs my attention like someone going out of their way to make my kids feel special. Having some animal related stickers or a bag of lollipops (remember to ask parents first before offering candy) can be a great way to impress some parents. Of course it also makes my kids want to go back a lot! My daughter loves going to the bank now!
During the rainy season I like to keep a big golf umbrella near the door. I can easily walk clients out to their cars and help keep them and their pet (somewhat) dry. It's easier with the smaller dogs of course. I personally hate spending a ton of time fluffing a dog only to watch an owner caught unprepared in the rain. Next to the golf umbrella I hang on the wall a few loaner leashes. I go to the dollar store to buy them. I use fabric paint to put my business name on them as well as the word "Loaner". Most owners know right where the leashes are (I keep mine right by the door) and I no longer have people that come in with a loose dog.
I think the most important thing to make your client feel special and appreciated is to make the time to talk to them. I know we all get busy and sometimes I am thinking "please hurry up" but I never rush any client. It is my goal to make each client feel as though they are my only client. I keep notes on their cards not only of the pets specifics but of things that I might want to remember for next time. I had a client going in for a c-section a week after I groomed her dog. I called a few days after her surgery and left a message just hoping she was doing well. I make notes of their likes and dislikes in colors, bows verses bandannas, etc. Anything that I can think of that will help me make them feel like I really have taken the time to know them. I have caller ID but my clients don't have to know this. To them when they call and say "I need to make an appointment for Fluffy" and I say "Is this Mrs. Martin?" (or something along that line) they think I simply remember them or their voice. It never fails to impress the client or make them feel good about bringing their dog in to me. Many times I would know who it was without the caller ID, but it's always nice to have.
I know that every groomer has their own feelings about this, but I NEVER ask a client to clean up after their own pet. We are a service based industry and I will do whatever I can to provide the best customer service I can, including cleaning up after clients' pets. I do it both indoors and out as a courtesy for my customers. I certainly don't ever try to make a client feel embarrassed about their pet having an accident.
Last, but not least, smile. Be friendly and warm to both the client and their pet. This is a member of their family who they adore(usually). They want to feel like you will treat them with the same love and respect that they do. Pet the animal while the owner is there and talk to him. Don't just grab the pet and go. Even on a busy Saturday with very regular clients I will always say hello to both owner and pet, give the dog a good scratch on the head etc in front of the owner, and ask how the pet has been doing. With the cats I will always open the carrier to pet the cat (as long as the cat does not lunge out at me of course). This not only helps to relax the owner but I can feel if the cat or dog has any matts as well.
I hope that this article may help you add something to your salon that helps you stand out from the other groomers in your area. Without our customers we wouldn't be in business and we have to remember that. People will talk about bad experiences for a long time. It takes a lot to get them to talk about a good experience. Let's get them talking about how great you are!
Friday, May 18, 2007
Grooming and Pregnancy
OK, clearly this post is directed at women, but not because we women haven't at some point or another wished a man could be pregnant! I see a lot of groomers asking about grooming while pregnant on other sites so I thought, since I've gone through it twice, I would share my own experiences.
First and foremost, every pregnancy is different. Even when it's the same woman getting pregnant! What I found worked for me, what my limitations were and the like may be different for you. This is simply a guide that I hope the expecting moms out there find useful. And you know as a proud mom I will now have to find some pictures of my children to post!
When I found out I was pregnant with my first child I was working full time for someone else. I had actually started working for her while she was pregnant so that I could run things while she was on maternity leave. She knew she was a having a cesarean section and had an expected recovery time of 8 weeks. I came in and started working for her when she was about 7 months pregnant. If you own your salon and don't have anyone else working for you then you may want to look into hiring someone temporarily. If you have to close up for your maternity leave try to set aside a little money every month (even tips) to try and cover yourself for the weeks you'll be enjoying your new bundle of joy. It's always a good idea to prepare for the longest leave you'd expect which is typically 8 weeks. A vaginal birth recovery is usually about 6 weeks. I returned to work after my first baby after only four weeks but I came back only one day a week.
It's really a guessing game when it comes to planning your time away from work. Due dates are typically the day when you can plan on NOT giving birth! Most first time moms can expect to go up to two weeks on average past their "due date". I know some groomers who have worked up until the day they went into labor. I was actually working the day one of my groomers came and told me she was having contractions and had been all day. She had a baby girl early the next morning. I chose to take my leave 2 weeks before my "due date" for my first baby. The best thing for you to do is whatever you feel most comfortable with. Most clients understand the unpredictable nature of pregnancy and when they are aware of the impending birth would understand a cancellation call.
My first trimester with both pregnancies were horrid. I felt like I had the worst flu of my entire life. It was hard to work through at times. I had to cut down on the number of dogs I was doing a day simply due to my fatigue and nausea. Of course there are other women who feel great throughout their entire pregnancy. Until you know how your body is going to react to those pregnancy hormones I would recommend scheduling a bit light. Make sure you don't lift anything over 40 pounds by yourself in the first trimester. If you are considered high risk, don't lift anything over 25 pounds. I know it's limiting, but it really is a short period of time in the grand scheme of things. Of course once you are into week 14 don't start benching 300 lbs either!
If you haven't learned how to groom sitting down this is the time! I had been taught long ago that "real" groomers didn't sit down to groom. Now I know that only real groomers who want to still be grooming for a long time sit to groom. It took a while to get the hang of, but certainly was a saving grace for me as I got bigger and more uncomfortable.
Don't touch any flea products or chemicals. No flea collars or applying spot on treatments. At least not without gloves! They can't exactly study the effects of pet flea treatments on unborn children so they don't really know what hazards it may pose if any, but why take a risk? Don't do any dipping either. We don't use flea and tick dips anymore at my salon but when I was working within a vet clinic I would periodically have to do mitaban dips for mange. Anything where you have to get dressed in rubber from head to toe you should not be doing while pregnant. Good rule of thumb there!
Keep yourself hydrated. If you are having morning sickness sometimes lots of little snacks throughout the day can help. Also those Sea bands do really work. They apply pressure on your wrists at a certain spot to help with nausea. You can usually buy them at any pharmacy. When your body tells you to take a break, listen. You need to take care of yourself if you want to be able to continue working for the majority of your pregnancy.
If you have back problems or start experiencing them during your pregnancy I highly recommend a maternity belt. I had a great one that was three pieces. A back support, underbelly support, and overbelly strap. Another great help is using an antifatigue matt in front of your table if you are standing. They do make a huge difference in how your back and feet feel at the end of the day.
If this is your first child and you can, sleep as much as you are able. I remember feeling guilty if I took a nap when I came home instead of spending time with my husband. I wish I could go back in time and reclaim all the sleep I missed! I certainly get very little now!
I know many groomers don't have health insurance. It's so important to get prenatal care during your pregnancy. There is help out there in most, if not all, states for pregnant women if you look for it. I know in NY state there is PCAP(Prenatal Care Assistance Programs), and many other states have similar programs. If you have just found out you are pregnant even before you get to the doctor you can buy prenatal vitamins over the counter. It's important to make sure you are getting the nutrients you and your baby need from the beginning. It seems that in the grooming industry there seems to be a higher than average number of smokers. I know it's difficult, but stopping smoking can be one of the best things you can do for your unborn child. I know exactly how hard it is since I was a smoker until I saw those two pink lines! Enough said.
If you have complications during your pregnancy the most important thing that you do is to take care of yourself and your baby. You can never really prepare for everything and have to deal with certain issues as they come. With my first I was due August 22 and had her on Aug 21. I stopped working 2 weeks before my due date and only had her early because I was induced. With my second I was taken out of work a full month before he was due because of pre-eclampsia and then had a cesarean because my 10 lb 5 oz little boy couldn't turn around and was breech. So I know how things can happen not exactly the way originally planned. My best advice is to take care of yourself, see your doctor regularly, and enjoy this part of life. While you're pregnant it may seem like it will never end, but once it's over it will seem like the time flew.
After delivery, accept all the help people offer. Let them take care of you. Your body has been through many major changes in a very short period of time. You may experience baby blues, post pardem depression or post pardem anxiety. You may feel great! Whatever the case may be take time to pamper yourself and your baby. You've waited 10 months (yes if you count it most pregnancies are actually ten full months!) and now it's time to enjoy the beautiful new arrival in your life. Don't vacuum or mop or do anything strenuous for at least six weeks or whatever your doctor has advised. They don't stay babies quite long enough and there will always be dogs to groom. Love your baby and enjoy your maternity leave. And if you're like me you may not want to go back to work full time at all.
First and foremost, every pregnancy is different. Even when it's the same woman getting pregnant! What I found worked for me, what my limitations were and the like may be different for you. This is simply a guide that I hope the expecting moms out there find useful. And you know as a proud mom I will now have to find some pictures of my children to post!
When I found out I was pregnant with my first child I was working full time for someone else. I had actually started working for her while she was pregnant so that I could run things while she was on maternity leave. She knew she was a having a cesarean section and had an expected recovery time of 8 weeks. I came in and started working for her when she was about 7 months pregnant. If you own your salon and don't have anyone else working for you then you may want to look into hiring someone temporarily. If you have to close up for your maternity leave try to set aside a little money every month (even tips) to try and cover yourself for the weeks you'll be enjoying your new bundle of joy. It's always a good idea to prepare for the longest leave you'd expect which is typically 8 weeks. A vaginal birth recovery is usually about 6 weeks. I returned to work after my first baby after only four weeks but I came back only one day a week.
It's really a guessing game when it comes to planning your time away from work. Due dates are typically the day when you can plan on NOT giving birth! Most first time moms can expect to go up to two weeks on average past their "due date". I know some groomers who have worked up until the day they went into labor. I was actually working the day one of my groomers came and told me she was having contractions and had been all day. She had a baby girl early the next morning. I chose to take my leave 2 weeks before my "due date" for my first baby. The best thing for you to do is whatever you feel most comfortable with. Most clients understand the unpredictable nature of pregnancy and when they are aware of the impending birth would understand a cancellation call.
My first trimester with both pregnancies were horrid. I felt like I had the worst flu of my entire life. It was hard to work through at times. I had to cut down on the number of dogs I was doing a day simply due to my fatigue and nausea. Of course there are other women who feel great throughout their entire pregnancy. Until you know how your body is going to react to those pregnancy hormones I would recommend scheduling a bit light. Make sure you don't lift anything over 40 pounds by yourself in the first trimester. If you are considered high risk, don't lift anything over 25 pounds. I know it's limiting, but it really is a short period of time in the grand scheme of things. Of course once you are into week 14 don't start benching 300 lbs either!
If you haven't learned how to groom sitting down this is the time! I had been taught long ago that "real" groomers didn't sit down to groom. Now I know that only real groomers who want to still be grooming for a long time sit to groom. It took a while to get the hang of, but certainly was a saving grace for me as I got bigger and more uncomfortable.
Don't touch any flea products or chemicals. No flea collars or applying spot on treatments. At least not without gloves! They can't exactly study the effects of pet flea treatments on unborn children so they don't really know what hazards it may pose if any, but why take a risk? Don't do any dipping either. We don't use flea and tick dips anymore at my salon but when I was working within a vet clinic I would periodically have to do mitaban dips for mange. Anything where you have to get dressed in rubber from head to toe you should not be doing while pregnant. Good rule of thumb there!
Keep yourself hydrated. If you are having morning sickness sometimes lots of little snacks throughout the day can help. Also those Sea bands do really work. They apply pressure on your wrists at a certain spot to help with nausea. You can usually buy them at any pharmacy. When your body tells you to take a break, listen. You need to take care of yourself if you want to be able to continue working for the majority of your pregnancy.
If you have back problems or start experiencing them during your pregnancy I highly recommend a maternity belt. I had a great one that was three pieces. A back support, underbelly support, and overbelly strap. Another great help is using an antifatigue matt in front of your table if you are standing. They do make a huge difference in how your back and feet feel at the end of the day.
If this is your first child and you can, sleep as much as you are able. I remember feeling guilty if I took a nap when I came home instead of spending time with my husband. I wish I could go back in time and reclaim all the sleep I missed! I certainly get very little now!
I know many groomers don't have health insurance. It's so important to get prenatal care during your pregnancy. There is help out there in most, if not all, states for pregnant women if you look for it. I know in NY state there is PCAP(Prenatal Care Assistance Programs), and many other states have similar programs. If you have just found out you are pregnant even before you get to the doctor you can buy prenatal vitamins over the counter. It's important to make sure you are getting the nutrients you and your baby need from the beginning. It seems that in the grooming industry there seems to be a higher than average number of smokers. I know it's difficult, but stopping smoking can be one of the best things you can do for your unborn child. I know exactly how hard it is since I was a smoker until I saw those two pink lines! Enough said.
If you have complications during your pregnancy the most important thing that you do is to take care of yourself and your baby. You can never really prepare for everything and have to deal with certain issues as they come. With my first I was due August 22 and had her on Aug 21. I stopped working 2 weeks before my due date and only had her early because I was induced. With my second I was taken out of work a full month before he was due because of pre-eclampsia and then had a cesarean because my 10 lb 5 oz little boy couldn't turn around and was breech. So I know how things can happen not exactly the way originally planned. My best advice is to take care of yourself, see your doctor regularly, and enjoy this part of life. While you're pregnant it may seem like it will never end, but once it's over it will seem like the time flew.
After delivery, accept all the help people offer. Let them take care of you. Your body has been through many major changes in a very short period of time. You may experience baby blues, post pardem depression or post pardem anxiety. You may feel great! Whatever the case may be take time to pamper yourself and your baby. You've waited 10 months (yes if you count it most pregnancies are actually ten full months!) and now it's time to enjoy the beautiful new arrival in your life. Don't vacuum or mop or do anything strenuous for at least six weeks or whatever your doctor has advised. They don't stay babies quite long enough and there will always be dogs to groom. Love your baby and enjoy your maternity leave. And if you're like me you may not want to go back to work full time at all.
Monday, May 7, 2007
Equipment-Clippers
I realize that everyone is going to have his or her own preference when it comes to equipment. I am sharing my personal preferences and my experiences with different brands of clippers. I have not been able to try every brand of clipper, but I have used many of them. I'm hoping to get a chance to try out the Ausculap clippers sometime soon though!
My first set of clippers were pink Laube two speeds. I was in love with Laube at the time simply because of the ease of which they could cut down even the most matted coat. The Laube clippers have a different cutting path then typical clippers. Instead of simply pushing the cutting blade back and forth it moves the cutter all the way to the right, then back twenty five percent of the way, then back all the way to the right. Then all the way to the left, then back twenty five percent of the way and so on. When my Laube clippers worked it was a thing of beauty. Unfortunately keeping them running was the problem. The bottom that would snap into the hand piece would start falling out or not connect correctly. The low speed might go, but the high speed would still work or vice-versa. I would have to adjust many of my blades to get them to fit. All following the instructions of how to get your blades to fit their product from the company. When I first started grooming there were a few of us sharing equipment so this made that difficult. Once I would bend the blade socket to get it to snap on my clippers it them wouldn't fit on anyone else's. I have owned four sets of Laube clippers. None of them are working today. None of them worked longer than 6 months. What made me most upset was the poor customer service I received. I had convinced three other groomers to buy Laube after my short love affair with them. They all experienced the same problems. When I called Laube I was told they were shocked to hear a complaint as they never heard anything bad about their product. It was hard for me to believe that in a grooming salon where four groomers used their product and all had problems that we were the first to call. This was many years ago and though I have heard many of the products have changed and they have added new ones I still hear complaints on their poor customer service. The hardest part about the whole ordeal was none of the local repairmen could fix Laube clippers so I had to mail them out to the company and wait a few weeks or more at times to get them back.
I've also had my fair share of Oster clippers. Both were the Golden A-5's and I had the one and two speed. I have to say that they were reliable and all the local sharpeners could work on them and fix them. I didn't have the same problems with the Oster clippers simply conking out like the Laube. They held up to being dropped a bit better than Laube. They were also easy to do minor maintenance on. It was easy to change the carbon brushes and the blade lever. The downside to the Oster clippers unfortunately outweighed their reliability. They got hot. Even the newer models still get hot, just not as hot as the old models. The air vents on the sides blow hair everywhere. They are loud and are not the easiest to use on skittish dogs or cats. My main problem with them was the lack of power. It was harder getting a smooth clip and they just weren't fast enough. I ended up selling all of my Oster clippers or giving them to apprentice groomers. I've also tried the cordless Oster PowerPro. The clipper design has changed since I used it and is supposed to be 15% lighter, but they were very heavy for me and terribly balanced. All the weight was in the battery pack. Hopefully the new design truly is better than the old one.
The Conair clippers have not been around for that long as far as I know. I've only used them a few times, but found them to be a lot like the Oster in power, though I did find they weren't as noisy. I also didn't care for their overall weight and feel in my hand. I have extremely small hands so this might not be a problem for others. My experience with these clippers is extremely limited so if anyone else would like to comment on them please do!
The new switchblade clippers are coming, but I have yet to actually try them. Once I do I will edit this post to include a review.
Of course I am saving my favorite brand for last. I am an Andis girl, but I prefer the older square design. They fit in my small hands better than the round. I have used Andis clippers faithfully for the last seven years and besides basic maintenance or me dropping them, I haven't had any problems. They are all about seven years old and all three sets of my Andis Plus two speed clippers work great. The outer molding never gets hot. They are quiet yet powerful. I can depend that they will work consistently everyday. No hot air blowing dog fur around (unless you count my chattering away) and I don't have any problems finding local people to do maintenance or repair work on them. I have to say I don't care for the cordless Andis nor the Andis with the light attached. The cordless(AGR+)is too heavy for me to use comfortably and even with a full charge doesn't seem to have much power. The Andis with the light only comes in one speed and just isn't powerful enough for me and my needs. The light is nice, but not as useful as I had hoped it would be.
I must admit I have never used the KM2 Wahl clippers, but what I do use is the Chromado clippers. I have also used the Bravura and the Arco. They all use the same blade but with the Arco the battery packs started falling out all the time and then not holding a charge at all. I didn't like the Bravura because of where the button to turn them on and off is. I would hit it mid stroke just about every time I used them. I do love the Chromado clippers for face, feet and sanitary areas. They are also great for shaving close matts and working on cats because of how quiet they are. The down side is the expense of the replacement blades. There are some sharpeners who will sharpen them, but not many that I have found. I was told by Wahl that they will be selling just the cutter to replace in the blade so instead of purchasing an entirely new blade you buy the part and can switch it out yourself.
There are so many choiced out there now for groomers in clippers. Please feel free to add any comments on clippers mentioned here or missed. Especially missed!
My first set of clippers were pink Laube two speeds. I was in love with Laube at the time simply because of the ease of which they could cut down even the most matted coat. The Laube clippers have a different cutting path then typical clippers. Instead of simply pushing the cutting blade back and forth it moves the cutter all the way to the right, then back twenty five percent of the way, then back all the way to the right. Then all the way to the left, then back twenty five percent of the way and so on. When my Laube clippers worked it was a thing of beauty. Unfortunately keeping them running was the problem. The bottom that would snap into the hand piece would start falling out or not connect correctly. The low speed might go, but the high speed would still work or vice-versa. I would have to adjust many of my blades to get them to fit. All following the instructions of how to get your blades to fit their product from the company. When I first started grooming there were a few of us sharing equipment so this made that difficult. Once I would bend the blade socket to get it to snap on my clippers it them wouldn't fit on anyone else's. I have owned four sets of Laube clippers. None of them are working today. None of them worked longer than 6 months. What made me most upset was the poor customer service I received. I had convinced three other groomers to buy Laube after my short love affair with them. They all experienced the same problems. When I called Laube I was told they were shocked to hear a complaint as they never heard anything bad about their product. It was hard for me to believe that in a grooming salon where four groomers used their product and all had problems that we were the first to call. This was many years ago and though I have heard many of the products have changed and they have added new ones I still hear complaints on their poor customer service. The hardest part about the whole ordeal was none of the local repairmen could fix Laube clippers so I had to mail them out to the company and wait a few weeks or more at times to get them back.
I've also had my fair share of Oster clippers. Both were the Golden A-5's and I had the one and two speed. I have to say that they were reliable and all the local sharpeners could work on them and fix them. I didn't have the same problems with the Oster clippers simply conking out like the Laube. They held up to being dropped a bit better than Laube. They were also easy to do minor maintenance on. It was easy to change the carbon brushes and the blade lever. The downside to the Oster clippers unfortunately outweighed their reliability. They got hot. Even the newer models still get hot, just not as hot as the old models. The air vents on the sides blow hair everywhere. They are loud and are not the easiest to use on skittish dogs or cats. My main problem with them was the lack of power. It was harder getting a smooth clip and they just weren't fast enough. I ended up selling all of my Oster clippers or giving them to apprentice groomers. I've also tried the cordless Oster PowerPro. The clipper design has changed since I used it and is supposed to be 15% lighter, but they were very heavy for me and terribly balanced. All the weight was in the battery pack. Hopefully the new design truly is better than the old one.
The Conair clippers have not been around for that long as far as I know. I've only used them a few times, but found them to be a lot like the Oster in power, though I did find they weren't as noisy. I also didn't care for their overall weight and feel in my hand. I have extremely small hands so this might not be a problem for others. My experience with these clippers is extremely limited so if anyone else would like to comment on them please do!
The new switchblade clippers are coming, but I have yet to actually try them. Once I do I will edit this post to include a review.
Of course I am saving my favorite brand for last. I am an Andis girl, but I prefer the older square design. They fit in my small hands better than the round. I have used Andis clippers faithfully for the last seven years and besides basic maintenance or me dropping them, I haven't had any problems. They are all about seven years old and all three sets of my Andis Plus two speed clippers work great. The outer molding never gets hot. They are quiet yet powerful. I can depend that they will work consistently everyday. No hot air blowing dog fur around (unless you count my chattering away) and I don't have any problems finding local people to do maintenance or repair work on them. I have to say I don't care for the cordless Andis nor the Andis with the light attached. The cordless(AGR+)is too heavy for me to use comfortably and even with a full charge doesn't seem to have much power. The Andis with the light only comes in one speed and just isn't powerful enough for me and my needs. The light is nice, but not as useful as I had hoped it would be.
I must admit I have never used the KM2 Wahl clippers, but what I do use is the Chromado clippers. I have also used the Bravura and the Arco. They all use the same blade but with the Arco the battery packs started falling out all the time and then not holding a charge at all. I didn't like the Bravura because of where the button to turn them on and off is. I would hit it mid stroke just about every time I used them. I do love the Chromado clippers for face, feet and sanitary areas. They are also great for shaving close matts and working on cats because of how quiet they are. The down side is the expense of the replacement blades. There are some sharpeners who will sharpen them, but not many that I have found. I was told by Wahl that they will be selling just the cutter to replace in the blade so instead of purchasing an entirely new blade you buy the part and can switch it out yourself.
There are so many choiced out there now for groomers in clippers. Please feel free to add any comments on clippers mentioned here or missed. Especially missed!
Tuesday, May 1, 2007
Equipment-Brushes
This will be the first article in a series dedicated to "tool talk". Since brushing seems to be the most universal service most of our clients receive I thought it a good choice to start with.
I've used many different brands of slicker brushes over the years. The brand that stands out and that I use currently is the Les Pooches brushes. I love them. I use the blue brushes for my everyday grooming. The red matt zapper is also great for, well, dematting. The head is very flexible and much easier on my wrists as I have problems with both hands. I love having a side with straight pins because I fluff dry just about everything that goes on my table. After comparing notes with other groomers I have heard complaints that they lose pins. After having the same set of brushes for about 3 years now I have to say it is not the case with mine. On Saturday I just used for the first time the new Mars Flexi Brush. Very similar in style to the Les Pooch but much more flexible. Smaller than the small Les Pooches brushes and only one sided. I will say that I think this little brush works amazingly well for small areas. Especially sensitive ones. Underarms, tummy, face, etc. It also seemed to work very well on getting matts out. Of course one day of use is never enough for a full review! It is also much less expensive than Les Pooches but Mars only has the small size at this point.
I used to use and still like to Oster Universal brushes. They are a good basic slicker and work with a multitude of coats. My problem with the Universal brushes were the pins falling out and the wear and tear on my wrists. I have also used the ergonomic JW brushes. Loved them for how easy they were on my hands and wrists. Unfortunately they seemed to fall apart and even with their guarantee it was a pain having to mail the brush back to the company every few months.
The initial expense of the Les Pooches may seem a bit much, but in my opinion it is well worth the cost for how well they work and the ease of use for your hands. I doubt I could make it through the day without mine just because of the pain I would have in my hands otherwise.
A profile view of a Les Pooches brush
The Mars Flexi brush
I've used many different brands of slicker brushes over the years. The brand that stands out and that I use currently is the Les Pooches brushes. I love them. I use the blue brushes for my everyday grooming. The red matt zapper is also great for, well, dematting. The head is very flexible and much easier on my wrists as I have problems with both hands. I love having a side with straight pins because I fluff dry just about everything that goes on my table. After comparing notes with other groomers I have heard complaints that they lose pins. After having the same set of brushes for about 3 years now I have to say it is not the case with mine. On Saturday I just used for the first time the new Mars Flexi Brush. Very similar in style to the Les Pooch but much more flexible. Smaller than the small Les Pooches brushes and only one sided. I will say that I think this little brush works amazingly well for small areas. Especially sensitive ones. Underarms, tummy, face, etc. It also seemed to work very well on getting matts out. Of course one day of use is never enough for a full review! It is also much less expensive than Les Pooches but Mars only has the small size at this point.
I used to use and still like to Oster Universal brushes. They are a good basic slicker and work with a multitude of coats. My problem with the Universal brushes were the pins falling out and the wear and tear on my wrists. I have also used the ergonomic JW brushes. Loved them for how easy they were on my hands and wrists. Unfortunately they seemed to fall apart and even with their guarantee it was a pain having to mail the brush back to the company every few months.
The initial expense of the Les Pooches may seem a bit much, but in my opinion it is well worth the cost for how well they work and the ease of use for your hands. I doubt I could make it through the day without mine just because of the pain I would have in my hands otherwise.
A profile view of a Les Pooches brush
The Mars Flexi brush
Monday, April 30, 2007
Saying Good-bye
It's hard not to tear up just thinking about all the clients I have lost over the years. It is truly the only thing I HATE about my job. As groomers we grow so attached to many of the pets we care for and at times it feels as if we've lost one of our own. I want to share with you all the story of my first experience with this kind of loss. It happened a good 10 years ago, if not more, but I still remember it vividly.
I had been working as a full fledged groomer for about six months when Ms. Satterelli started requesting me anytime she had Heidi groomed. By now Heidi was already a senior, but still a beautiful blue merle Sheltie. She was so dignified. She was one of those dogs that you could tell just by looking at that she was a soft soul. She was always such an easy dog to do. Never in bad shape, she came regularly for her bath and trim. Her feet were a bit deformed. They looked to be too long because her legs bent at the wrong point a bit too far. She was quiet and so easy to fall in love with. I looked forward to seeing her each time. As a young inexperienced groomer many of the dogs took advantage of me and acted up. Heidi was the quiet in a sometimes stormy day.
Where I worked at the time was open 7 days a week. It was a Saturday when I saw Ms. Satterelli walk in. I had groomed Heidi a week before and she lived about thirty minutes away so I was a bit surprised to see her. She smiled at me as she entered and I greeted her at the counter. She slipped a five dollar bill into my hand and said "I forgot to tip you last week when you groomed Heidi." I started to tell her she didn't need to make the drive just for a tip when she continued with "Heidi passed away in her sleep last night." I froze. I couldn't believe how quickly I melted into tears. I felt as if my heart had been torn out. Ms. Satterelli put her arms around me and started to console me. I mumbled an apology and told her I should be the one doing the consoling. She admitted to having cried most of the morning, but it was important to her to come tell me in person. I was so honored that she would think that much of me and realize how much I had come to love Heidi. A few months later I wrote her a letter and in it asked if she had any spare photos of Heidi I could have. About 2 weeks later I received a response with a picture of sweet little Heidi. We kept in touch and eventually Ms. Satterelli did get another dog, but she was nothing like Heidi. In fact Princess became a dog whose appointments I looked forward to only because I got to see her mom.
It's never easy saying good-bye. I think many times for me it has been hard because the owner hasn't understood how attached I had become to their pet. On the other side of that I have found that some owners feel I am one of the only people who have understood their loss. Losing a pet is not always something other people have much sympathy for.
After 12 years of loving and losing clients I can't say I have gotten or could ever get used to it. Now when a client tells me of their loss I send them a sympathy card. If any of the many poems I have seem to sound as if they might be of comfort I include copies of them. If I was present at their pets' passing (I have been there for many of my clients last veterinary appointments) I will try to cut a lock of fur and tie that in a ribbon and give that to the owner. There are also many pet loss support groups out there. My local vet hosts one as did the vet I worked for in another state. For many of my clients I will gently include the information about these support groups in case they need it.
I still have Heidi's picture tucked away in one of my photo albums. When I look at her sweet little face peering out at me from that photograph she still tugs at my heart. I still miss her.
I had been working as a full fledged groomer for about six months when Ms. Satterelli started requesting me anytime she had Heidi groomed. By now Heidi was already a senior, but still a beautiful blue merle Sheltie. She was so dignified. She was one of those dogs that you could tell just by looking at that she was a soft soul. She was always such an easy dog to do. Never in bad shape, she came regularly for her bath and trim. Her feet were a bit deformed. They looked to be too long because her legs bent at the wrong point a bit too far. She was quiet and so easy to fall in love with. I looked forward to seeing her each time. As a young inexperienced groomer many of the dogs took advantage of me and acted up. Heidi was the quiet in a sometimes stormy day.
Where I worked at the time was open 7 days a week. It was a Saturday when I saw Ms. Satterelli walk in. I had groomed Heidi a week before and she lived about thirty minutes away so I was a bit surprised to see her. She smiled at me as she entered and I greeted her at the counter. She slipped a five dollar bill into my hand and said "I forgot to tip you last week when you groomed Heidi." I started to tell her she didn't need to make the drive just for a tip when she continued with "Heidi passed away in her sleep last night." I froze. I couldn't believe how quickly I melted into tears. I felt as if my heart had been torn out. Ms. Satterelli put her arms around me and started to console me. I mumbled an apology and told her I should be the one doing the consoling. She admitted to having cried most of the morning, but it was important to her to come tell me in person. I was so honored that she would think that much of me and realize how much I had come to love Heidi. A few months later I wrote her a letter and in it asked if she had any spare photos of Heidi I could have. About 2 weeks later I received a response with a picture of sweet little Heidi. We kept in touch and eventually Ms. Satterelli did get another dog, but she was nothing like Heidi. In fact Princess became a dog whose appointments I looked forward to only because I got to see her mom.
It's never easy saying good-bye. I think many times for me it has been hard because the owner hasn't understood how attached I had become to their pet. On the other side of that I have found that some owners feel I am one of the only people who have understood their loss. Losing a pet is not always something other people have much sympathy for.
After 12 years of loving and losing clients I can't say I have gotten or could ever get used to it. Now when a client tells me of their loss I send them a sympathy card. If any of the many poems I have seem to sound as if they might be of comfort I include copies of them. If I was present at their pets' passing (I have been there for many of my clients last veterinary appointments) I will try to cut a lock of fur and tie that in a ribbon and give that to the owner. There are also many pet loss support groups out there. My local vet hosts one as did the vet I worked for in another state. For many of my clients I will gently include the information about these support groups in case they need it.
I still have Heidi's picture tucked away in one of my photo albums. When I look at her sweet little face peering out at me from that photograph she still tugs at my heart. I still miss her.
Friday, April 27, 2007
Accidents-What to do and how to handle it
I was planning on writing a post about overall safety or drying techniques but after today I decided to write it on accidents. I was "lucky" today as the accident occurred with my own dog, but it was a reminder to me of how hard it can be when these rare instances happen. For me it was because I was rushing. I was in a hurry to groom my dog and get to my mom's house to pick up my children. I had already groomed all the clients' dogs and was hoping to get out before six o'clock. First mistake of course. I was scissoring away and grazed the bottom of her ear. She didn't flinch or even cry and I didn't even realize I had done it until it started bleeding. My stomach churned and I had to have someone else come look at it. With clients I am okay tending to an injury, but with my own, my stomach can't handle it. So she was cleaned up, we put some liquid bandage on it and she was fine.
Unfortunately accidents happen. They shouldn't happen often and if they are you need to re-access how you are handling the pets in your care. The last time I had a serious accident, and I consider serious requiring vet care, was about 5 years ago. I have nicked a dog or two in the 12 years I've been grooming, but I would probably say no more than 1, maybe 2 occurrences a year, and usually on a severely matted dog or cat. In the 12 years I have also never had a client get irate or even loud with me when an accident has occurred, so I think the manner I handle these rare instances works well.
My first rule has always been to be honest and up front about what has happened. Depending on the circumstance I may stop all grooming and immediately call the owner or I may finish and call the owner as soon as the dog is done to let them know what has happened. I always try to get a hold of them on the phone before they come in. I have found that in most cases I am more upset than the owner. Don't downplay something to avoid responsibility. Be upfront and apologetic. Be sincere. Nothing is worse, to me, than a groomer acting as if what has happened is okay or part of the norm. One of my personal peeves.
My second rule is to take financial responsibility for any vet bill that they may incur. Depending on what has happened I may also give a discount on the groom. (If it's due to the dog being in terrible condition than I normally don't take any money off and I have had them sign a release ahead of time stating they are aware there is a higher risk of nicks and skin irritations). If the client at the time tells me that they feel a visit to the vet is unnecessary I do tell them if they change their mind to call me. I will pay a vet bill within a reasonable amount of time from the grooming incident with documentation from the vet.
My third rule is always do a follow up call. I always call within a week to make sure everything is okay, that the client realizes how terrible I feel for the accident, and that I truly care about their pet. I don't want them to think I have forgotten about them or their precious pet.
Following these 3 rules I have never lost a client. I find that taking responsibility is the key to keeping a client from getting angry. They don't want to hear excuses. Once a client knows that I will be honest and take responsibility I think they feel more comfortable with me. I know that may sound silly, but I think most people understand these are not statues we are working on. Most understand that accidents can happen. When given the option they would rather leave their pet with someone who will be honest about their pets care. Making a follow up call further demonstrates your dedication and concern for their pet. People like knowing they haven't been forgotten.
I am hoping that no one ever has to use these tips, but in the even an accident does occur I hope that these 3 rules can help deflate what can potentially be an emotionally volatile situation.
Unfortunately accidents happen. They shouldn't happen often and if they are you need to re-access how you are handling the pets in your care. The last time I had a serious accident, and I consider serious requiring vet care, was about 5 years ago. I have nicked a dog or two in the 12 years I've been grooming, but I would probably say no more than 1, maybe 2 occurrences a year, and usually on a severely matted dog or cat. In the 12 years I have also never had a client get irate or even loud with me when an accident has occurred, so I think the manner I handle these rare instances works well.
My first rule has always been to be honest and up front about what has happened. Depending on the circumstance I may stop all grooming and immediately call the owner or I may finish and call the owner as soon as the dog is done to let them know what has happened. I always try to get a hold of them on the phone before they come in. I have found that in most cases I am more upset than the owner. Don't downplay something to avoid responsibility. Be upfront and apologetic. Be sincere. Nothing is worse, to me, than a groomer acting as if what has happened is okay or part of the norm. One of my personal peeves.
My second rule is to take financial responsibility for any vet bill that they may incur. Depending on what has happened I may also give a discount on the groom. (If it's due to the dog being in terrible condition than I normally don't take any money off and I have had them sign a release ahead of time stating they are aware there is a higher risk of nicks and skin irritations). If the client at the time tells me that they feel a visit to the vet is unnecessary I do tell them if they change their mind to call me. I will pay a vet bill within a reasonable amount of time from the grooming incident with documentation from the vet.
My third rule is always do a follow up call. I always call within a week to make sure everything is okay, that the client realizes how terrible I feel for the accident, and that I truly care about their pet. I don't want them to think I have forgotten about them or their precious pet.
Following these 3 rules I have never lost a client. I find that taking responsibility is the key to keeping a client from getting angry. They don't want to hear excuses. Once a client knows that I will be honest and take responsibility I think they feel more comfortable with me. I know that may sound silly, but I think most people understand these are not statues we are working on. Most understand that accidents can happen. When given the option they would rather leave their pet with someone who will be honest about their pets care. Making a follow up call further demonstrates your dedication and concern for their pet. People like knowing they haven't been forgotten.
I am hoping that no one ever has to use these tips, but in the even an accident does occur I hope that these 3 rules can help deflate what can potentially be an emotionally volatile situation.
Wednesday, April 25, 2007
Release Forms
Have you ever had a client come to pick up their dog and exclaim "that's not what I wanted?" even though you did exactly what the owner requested? Or perhaps a client who decides they have forgotten your policy on flea control, pricing, dematting or other issues you clearly went over with them before they left your salon? There is an easy and simply solution that can solve these rare, but problematic clients. Grooming release forms.
Every salon has it's own policy about different things so no two release forms will be identical. The important part is having one that is clearly written, understood and signed by your clients every time they drop their pet off for grooming. The release forms I have used in the past have the paracite policy stating if fleas/ticks are found I will treat the animal at the owners expense. I know there are some pet stylists that don't allow pets with fleas in their salons. If this is the case it should be in your release form, as well as the steps you will take should fleas or other parasites be found. Besides the standard practices that I put on my release forms I also include an area to write down the requested grooming of the pet for that day. If I have, for example, "Buffy" the poodle coming in for a grooming and the owner has requested about a half inch on the body, shaved face but natural feet I would notate it on the form as #2 lamb, c/f (For me that means to use a #2 comb, leave the legs a bit fuller, scissor them in and do a clean face. Every groomer seems to have their own unique abbreviations for things) and then I would also write out "1/2 inch body, fuller legs, clean shaven face" so that the owner can understand what they are agreeing to. I also like to include a price estimate after going over the pet and the clip desired with a notation stating that it is indeed an estimate and if the I find the price will differ by more than $10.00 I will contact the owner first before proceeding (unless it falls under the aforementioned parasite policy). This can be a separate sentence with a "yes" or "no" written next to it. If they check yes then you need to call if the price will be more than the estimated price by $10.00. If they check "no" than you would not need to call to ask beforehand. You can also have a separate note below that stating something simple like "In case of severe matting I give the groomer permission to shave as needed". This will save you time if you later find the pet to be in worse condition than previously thought. Nothing is more frustrating than having a dog on your table, finding it needs to be stripped down and not being able to get a hold of the owner.
These release forms I also use as receipts for the clients. You can easily have them printed up as a carbon copy form if you would like to be able to give your clients a copy of what they have signed. That may cost more but if it's within your budget I would advise it.
The other releases that I always like to have on hand are for vet care. If you use client cards there are many that come preprinted with a release stating if anything should happen to the pet you as the groomer have permission to seek veterinary assistance. If your files are contained on a computer I would include the vet release in with the flea policy. Within the vet release I would also include the name of the veterinary hospital you will be using.
There are other release forms I have seen successfully used. If you tend to groom a lot of senior pets or do a lot of matted pets then I would also recommend a separate senior and matted pet release form. Within the body of the senior pet release I would include that all senior pets are groomed as they will allow. If the pet seems not to be tolerating grooming well grooming will cease and that the grooming will consist only of what the pet can handle. Clean and comfortable is the key for those special seniors out there. The matted coat release form should state that a matted or severely knotted coat can cause skin irritations, that nicks are a greater risk, and that the groomer will do what is in the best interest of the pet. The stylist should not be held liable if skin irritations or nicks occur.
The release forms not only protect you and your business they also can help the client to understand exactly what they are asking for. It may take a few more minutes of your time, but the time you spend having the client read and sign your form is well spent versus the time trying to calm an upset client and business lost because of an unhappy one.
Every salon has it's own policy about different things so no two release forms will be identical. The important part is having one that is clearly written, understood and signed by your clients every time they drop their pet off for grooming. The release forms I have used in the past have the paracite policy stating if fleas/ticks are found I will treat the animal at the owners expense. I know there are some pet stylists that don't allow pets with fleas in their salons. If this is the case it should be in your release form, as well as the steps you will take should fleas or other parasites be found. Besides the standard practices that I put on my release forms I also include an area to write down the requested grooming of the pet for that day. If I have, for example, "Buffy" the poodle coming in for a grooming and the owner has requested about a half inch on the body, shaved face but natural feet I would notate it on the form as #2 lamb, c/f (For me that means to use a #2 comb, leave the legs a bit fuller, scissor them in and do a clean face. Every groomer seems to have their own unique abbreviations for things) and then I would also write out "1/2 inch body, fuller legs, clean shaven face" so that the owner can understand what they are agreeing to. I also like to include a price estimate after going over the pet and the clip desired with a notation stating that it is indeed an estimate and if the I find the price will differ by more than $10.00 I will contact the owner first before proceeding (unless it falls under the aforementioned parasite policy). This can be a separate sentence with a "yes" or "no" written next to it. If they check yes then you need to call if the price will be more than the estimated price by $10.00. If they check "no" than you would not need to call to ask beforehand. You can also have a separate note below that stating something simple like "In case of severe matting I give the groomer permission to shave as needed". This will save you time if you later find the pet to be in worse condition than previously thought. Nothing is more frustrating than having a dog on your table, finding it needs to be stripped down and not being able to get a hold of the owner.
These release forms I also use as receipts for the clients. You can easily have them printed up as a carbon copy form if you would like to be able to give your clients a copy of what they have signed. That may cost more but if it's within your budget I would advise it.
The other releases that I always like to have on hand are for vet care. If you use client cards there are many that come preprinted with a release stating if anything should happen to the pet you as the groomer have permission to seek veterinary assistance. If your files are contained on a computer I would include the vet release in with the flea policy. Within the vet release I would also include the name of the veterinary hospital you will be using.
There are other release forms I have seen successfully used. If you tend to groom a lot of senior pets or do a lot of matted pets then I would also recommend a separate senior and matted pet release form. Within the body of the senior pet release I would include that all senior pets are groomed as they will allow. If the pet seems not to be tolerating grooming well grooming will cease and that the grooming will consist only of what the pet can handle. Clean and comfortable is the key for those special seniors out there. The matted coat release form should state that a matted or severely knotted coat can cause skin irritations, that nicks are a greater risk, and that the groomer will do what is in the best interest of the pet. The stylist should not be held liable if skin irritations or nicks occur.
The release forms not only protect you and your business they also can help the client to understand exactly what they are asking for. It may take a few more minutes of your time, but the time you spend having the client read and sign your form is well spent versus the time trying to calm an upset client and business lost because of an unhappy one.
Tuesday, April 24, 2007
The Groomers Image
In today's industry with it's ever changing tools of the trade the one thing that seems to be lagging behind is the image of the typical groomer. Too many clients seem to minimize the amount of knowledge, talent, and overall skill it takes to be an excellent groomer or stylist. The good news is we can do something to change how we as an industry is perceived. We can do a few simple things that will greatly affect the way your clients see you.
How do you talk about your business? Do you call it a shop or salon? Just the term "shop" seems to imply some sort of factory, assembly line type business where "salon" creates a mental image of luxury, pampering and relaxation. Do you introduce yourself as a dog groomer or pet stylist? Though I feel pet stylist exhibits more of a "spa" type image I think the most important thing about the title we give ourselves is how we use it. Do you introduce your profession with pride and exhuberance? You should! We as pet care professionals provide an essential element to a dog or cat's overall health and well being.
Look around your work space. Think to yourself "If I was seeing this space for the first time what impressions would I take away?". Is your area clean and well kept? Are there odors when you first walk through the door every morning that are unpleasant? Is the client area inviting? It doesn't have to cost a lot of money to make a pet salon more professional looking and smelling. Wet dog need not be the only odor a client is greeted with. Keeping your salon clean, having a standard cleaning routine that is followed everyday, using scented candles or some of the automatic air fresheners can all help to convey a warm and inviting but also professional salon. You don't need to have an interior decorator come to redesign your work space or have the most expensive equipment, but you must have a clean well kept area if you expect your clients to treat you as the professional you are. A fresh coat of paint can do wonders for a space and color can be a wonderful way to convey the atmosphere you are wanting to create.
Another area we as groomers need to be mindful of is what we look like when we go to work. I admit to not putting on much make-up myself. I know it will quickly dissolve either by the first wet shaking dog or the first wet kisses of the day, but wearing a clean smock/work shirt, having your hair neatly done and simply looking well put together for the day says a lot about you and what you do. I may look like a wreck at the end of a very long day, but when the owners have dropped off their pets in the morning they are greeted by a neatly dressed, well groomed (no pun intended!) woman with a warm smile.
The final area that we as professionals can affect is the education we pass on to our clients. First we need to educate ourselves, stay up to date and make sure our information is correct. Then we need to pass along in an articulate manner the information to our clients. It's sometimes hard not to sound condescending to an owner who is simply clueless about proper care for their pet. When you hear a client say something like "Well our puppy was peeing all over the house so we took his water away." many of us may want to try to verbally shake some sense into the person. As professionals we have to watch our tone as well as our body language when we speak to clients. We want them to listen and if they feel we are reprimanding them or talking down to them they are more likely not to listen, not to come back, and to tell their friends and neighbors not to frequent our salons. So when someone makes a statement like taking water away from a puppy what could you say? One of the best ways to start a sentence is "I can understand why you might..." It conveys sympathy and understanding without being condescending. So you might say "I can understand why you might think that taking water away from your puppy would help in housebreaking but it is essential to their health to have a constant water supply. I can certainly help you with some housebreaking tips. Have you considered... [crate training]?" This response elicits a more positive reaction from the owner and a more respectful one as well. We want to be respected not only for what we do for their pet but for our knowledge and what we can teach out clients.
In such a few simple steps we change the image of a person who simply cuts dog hair all day to an educated pet professional who is intracate to the overall health and well being of the pets within our care.
How do you talk about your business? Do you call it a shop or salon? Just the term "shop" seems to imply some sort of factory, assembly line type business where "salon" creates a mental image of luxury, pampering and relaxation. Do you introduce yourself as a dog groomer or pet stylist? Though I feel pet stylist exhibits more of a "spa" type image I think the most important thing about the title we give ourselves is how we use it. Do you introduce your profession with pride and exhuberance? You should! We as pet care professionals provide an essential element to a dog or cat's overall health and well being.
Look around your work space. Think to yourself "If I was seeing this space for the first time what impressions would I take away?". Is your area clean and well kept? Are there odors when you first walk through the door every morning that are unpleasant? Is the client area inviting? It doesn't have to cost a lot of money to make a pet salon more professional looking and smelling. Wet dog need not be the only odor a client is greeted with. Keeping your salon clean, having a standard cleaning routine that is followed everyday, using scented candles or some of the automatic air fresheners can all help to convey a warm and inviting but also professional salon. You don't need to have an interior decorator come to redesign your work space or have the most expensive equipment, but you must have a clean well kept area if you expect your clients to treat you as the professional you are. A fresh coat of paint can do wonders for a space and color can be a wonderful way to convey the atmosphere you are wanting to create.
Another area we as groomers need to be mindful of is what we look like when we go to work. I admit to not putting on much make-up myself. I know it will quickly dissolve either by the first wet shaking dog or the first wet kisses of the day, but wearing a clean smock/work shirt, having your hair neatly done and simply looking well put together for the day says a lot about you and what you do. I may look like a wreck at the end of a very long day, but when the owners have dropped off their pets in the morning they are greeted by a neatly dressed, well groomed (no pun intended!) woman with a warm smile.
The final area that we as professionals can affect is the education we pass on to our clients. First we need to educate ourselves, stay up to date and make sure our information is correct. Then we need to pass along in an articulate manner the information to our clients. It's sometimes hard not to sound condescending to an owner who is simply clueless about proper care for their pet. When you hear a client say something like "Well our puppy was peeing all over the house so we took his water away." many of us may want to try to verbally shake some sense into the person. As professionals we have to watch our tone as well as our body language when we speak to clients. We want them to listen and if they feel we are reprimanding them or talking down to them they are more likely not to listen, not to come back, and to tell their friends and neighbors not to frequent our salons. So when someone makes a statement like taking water away from a puppy what could you say? One of the best ways to start a sentence is "I can understand why you might..." It conveys sympathy and understanding without being condescending. So you might say "I can understand why you might think that taking water away from your puppy would help in housebreaking but it is essential to their health to have a constant water supply. I can certainly help you with some housebreaking tips. Have you considered... [crate training]?" This response elicits a more positive reaction from the owner and a more respectful one as well. We want to be respected not only for what we do for their pet but for our knowledge and what we can teach out clients.
In such a few simple steps we change the image of a person who simply cuts dog hair all day to an educated pet professional who is intracate to the overall health and well being of the pets within our care.
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