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.