GTG 25-6

Have you noticed, as I have, the lack of customer service lately. Yes, when I go to Walmart, I understand that I will receive little. And that’s okay. But there are certain areas in my life that I pay a high price that I expect to get customer service and a certain level of knowledge.

Case #1. Last year, Gwen and I bought a building for Barkleigh. We’ve always leased so this was exciting for us. We had it gutted and remodeled to our needs. Our contractor noted the areas that should remain and we discussed what should be removed. Now, everything is beautiful but we have issues with the floor. They never replaced it. They shorted us in this area.

We paid dearly for their expertise and they were well respected in the community. But we have waves in the old floor that was not removed and replaced. Our staff have dubbed these waves as “speed bumps”. The tile is coming up and cracking because it went over uneven flooring and transition joints that didn’t need to be there. I wish they had cared enough to recommend what we missed. They were the experts. They knew this would happen.

Case #2. This year, I made a big personal change. My husband and I built a house. As “baby boomers”, we planned it with some of the “senior touches.” It was our first new house ever. But this very special event was marred by the builder’s lack of consideration and attention to detail. It’s well built, but whenever we tried to talk about our personal needs, they were inconsiderate. At times, the contractor and his workmen were downright rude. And I mean rude! They didn’t have to be that way.

Case #3. Landscaping was the next item on the new home agenda. I studied lawn specialists working nearby and carefully selected a local firm whose work I appreciated. I dealt with the owner. We went over the details and a deal was struck. I trusted him.

When the company arrived to work, a hearty 24-year-old was in charge. He did what he pleased. The owner, with whom I had discussed the details, was nowhere in sight. Many of the details were not shared with the young guy. When I wasn’t watching, the young guy rode a backhoe with abandon back and forth on our new neighbor’s side lawn without getting permission or fixing his mess later. Our neighbor to the back had surveyors place flags on her yard so that we would know the boundaries clearly.

I have always been a good neighbor, but in less than eight months I have two neighbors watching me closely for violations. One already told me my wind chimes gave her headaches, so I was already one point down with her. I removed the wind chimes, by the way.

All three cases were respectable, responsible, high-end (not bargain) businesses but they didn’t seem to care enough about their customers. And that is sad. Why should these great businesses leave a person with a sour taste, when all they had to do was just care a little more and be proud of their work enough to do that little extra. They really just needed to communicate with their client… me! If it had cost more money, I would have paid it. Some of them were just not good with people, and should have hired a communicator… a person in-between the company and the customer.

You are in a service business, too. Do you care to do that little extra? Are you listening to your clients? Do you want to make sure the job is done right, even if the customer doesn’t notice. Do your clients trust you to “do right by them?” I hope you do. Yes, you can make money without it. All of the above cases made their money and are on their happy little ways.

But me? I remember that they didn’t perform as well as they could have, and that they got top dollar. I feel a little cheated. A little taken advantage of. A little less able to recommend them to others, when it didn’t need to be that way. Let’s all try to be better. God bless you.

Groomers of America, do you realize how fortunate you are? Anytime you need new grooming equipment, shampoos, or blade and scissor sharpening, you simply look through a catalog, contact a distributor, or order online.

When you want to gather with your peers, participate in or watch great grooming competitions, and have some fun while you learn new things… it’s as simple as attending one of the many wonderful seminars scattered throughout the country.

And, if you know nothing at all about grooming, or want to sharpen your skills with advanced training, there are lots of fabulous schools that you can attend.
Well, it is not like that in other parts of the world. The pet grooming industry is in its infancy in some countries. But, thanks to some hard working, farsighted, lovers of our industry, groomers in other countries are being introduced to the wonderful things that we take for granted.

Today we will meet three extraordinary people who have a vision for the future of grooming in their countries and are making their visions a reality.

Udo and Karin Kretschmer

Karin Kretschmer of Germany
Karin Kretschmer has been involved with pets her entire life. Her Auntie was an in-home groomer and sometimes Karin would be allowed to accompany her and watch her groom.

“Later, I went to dog shows and by observing the different breeds and how they were groomed, I learned how to groom dogs for show,” Karin said. “Other than that, there were no grooming schools or places for advanced training in Germany.”

In 1980, Karin opened her own grooming salon, Karin’s Poodle Parlor, and continued her quest for knowledge and hands-on training.

Karin heard about Intergroom and came to the United States to attend and learn, and she even brought a Standard Poodle with her and entered the competition.

“When I was in the competition, I wanted to be so small and crawl into a hole,” confesses Karin as she discovered that how grooming was done in the US was very different from the way it was done in Germany.

That experience was the beginning of Karin’s adventure into the future. Determined to become the very best groomer that she could be, Karin threw her entire being into improving her skills and also to bring her newfound knowledge back to the groomers of Germany.

Karin was put in contact with John and Vivian Nash of The Nash Academy. That was the start of a wonderful journey of learning and friendship for Karin.

She went to the Nash Academy for some one-on-one intensive training with John and Vivian.

“Karin had a lot of talent, she just never had the education,” explains John Nash. “She picked up things quickly and became an exceptional groomer in a very short time.”

After her instruction at the Nash Academy, Karin received more advanced training from Teri DiMarino, Kathy Rose, and Liz Paul…She wanted to learn from the “Best of the Best!”

Karin started having seminars and holding grooming competitions in Berlin. She organized the German groomers, and started a grooming association with just seven members. Since its inception, the membership has grown tremendously.

Keeping in close contact with the Nash Academy, Karin would come to the United States often and she always brought German groomers with her, and John and Vivian Nash went to Germany to give seminars.

In 1998, the KK Grooming School opened. Karin’s students are reaping the benefits of all the hard work Karin did to lay the foundation for their education.

Now, the KK Grooming School and the Nash Academy have a remarkable exchange student program.

You can visit Karin’s Website at www.groomerschule.de. It is in German, but you can get an idea of what grooming is like in Germany.

Karin’s husband, Udo, is a staunch supporter of everything Karin does. “He does all the computer work and everything else so that I can spend ten hours a day in my grooming school,” Karin proudly states.

It is still quite difficult to get high quality grooming equipment into the country, but step-by-step groomers in Germany are reaching new heights.

Thanks to Karin Kretschmer, awesome competitor, highly qualified IJA judge, caring and dedicated instructor, the grooming industry in Germany is growing by leaps and bounds.

Zbigniew “Zibby” Lenarcik and his daughter, Dagmara Lenarcik

Zbigniew Lenarcik “Zibby” from Poland
Zibby’s mission to improve the grooming industry of Poland was born out of frustration and necessity.

Zibby bred and showed Schnauzers and had difficulty getting high quality, modern equipment to groom his dogs.

“My main problem was getting clipper blades sharpened,” states Zibby. “I contacted The Oster Company and was told that there were no authorized distributors in Poland.”

In order to solve his problem, Zibby learned how to sharpen blades and then he became an authorized Oster distributor.

He opened a grooming salon and began to import products and equipment for groomers. He made a decision to concentrate on only the best quality equipment.

He started his own company where he manufactures and distributes grooming tables and arms, brushes and leashes. And, he has plans to manufacture a hydraulic bathtub. His company has become a family affair, as his daughter, Dagmara, is the sales manager in Poland.

Determined to improve his skills and knowledge, Zibby began attending seminars. At Euro-Kru, the German Grooming Show, he met Karin Kretschmer, Sally Liddick, Gwen Shelly and John and Vivian Nash. From that meeting, the world of grooming, continuing education and modern equipment opened up to him.

Zibby is very involved with the Polish Kennel Club and often writes articles for them, mainly about grooming. He is also a well-known conformation judge and soon was asked to be a guest judge for the International Judges Association.

When Zibby started grooming sixteen years ago, there were only about fifteen groomers in the entire country of Poland. And, there were no grooming magazines and no groomer organizations in Poland.

The number of groomers in Poland has grown to about four hundred at present. Unfortunately, many groomers in Poland still lack modern high-quality equipment because the costs associated with getting the equipment is so high.

Zibby has plans to change all that. He wants to organize grooming competitions and seminars in Poland. He knows that the groomers of Poland are eager to learn and hungry for knowledge and they will happily embrace their future.

Through his tireless efforts, Zibby’s commitment to bring the groomers of Poland into the mainstream of grooming is becoming a reality.

Emily Gregory

Emily Gregory of the Gold Coast in Queensland Australia
“Groomers in Australia are mainly seen as a hobby business,” states Emily Gregory, accomplished groomer and successful business owner. “There is no accredited schooling and anyone can pick up a clipper and say they are a groomer.”

Emily Gregory started her grooming career when she was just fourteen years old. She has owned her own salon, Animal Magic, for eight years. To learn what grooming is like in Australia, you can visit her very informative and interesting website at www.animalmagic.com.au.

Emily is one of those rare people who are not satisfied to stay in the “comfort zone” and continue doing things the same way they have always been done. Emily wants to make life better for every groomer in Australia and is determined to do whatever it takes to accomplish that goal.

Emily discovered Groomer To Groomer magazine while surfing the Internet. She found out about Groom Expo and eagerly made the long trip from the Gold coast of Australia to Hershey, Pennsylvania.

“I didn’t know what to expect, but Groom Expo is awesome!” an excited Emily says breathlessly, “Well over and above my expectations”

“In America groomers have everything at their fingertips; the best equipment, seminars, grooming schools, and so much more.”

In Australia, most grooming equipment is purchased through veterinary wholesalers and the prices are much, much higher than in the states.

Emily, who is also a qualified veterinary nurse, is very active in organizing the groomers of Australia.

“There is a big skills shortage and Australian groomers are onboard to try to standardize the industry,” states Emily firmly. “We need to be pro active and get everyone involved.”

“In Australia, we only have one pet grooming conference, which is held at a different location once a year,” reports Emily, “but it’s nothing like this. We need something like Groom Expo in Australia. I’ve learned so much!”

“In America you are so far advanced to us,” Emily continues with a confident tone. “We need to follow in your footsteps and replicate the good things and see what works and bring Australia up to your level.”

With a dedicated, enthusiastic, and super talented person like Emily in the driver’s seat, that won’t be a problem.

Karin Kretschmer, Zibby Lenarcik, and Emily Gregory are nurturing and guiding the groomers of their countries from their rough beginnings into the forefront of our great industry.

Whenever an obstacle is placed in their path, these amazing and courageous pioneers find a way to overcome it, turning that obstacle into a stepping-stone toward their ultimate goal.

They have dared to dream the dream, and now their dreams are becoming reality.

Alaska. This is a place I had not seen yet. Well it is about time for my husband, Harold, and I to take some time off, and what better way than a cruise? This was our first cruise experience. We were told by many how great cruises are but we were still skeptical. All I can say is it was the most totally relaxing experience I have ever been on.

We left out of Seattle, Washington in the afternoon. I was amazed at the size of the ship, the Westerdam in the Holland America fleet. When we went onboard, the décor and staff were very impressive. Our room was spacious and had a nice window to view the scenery.

I could not believe my eyes when we went to the Lido deck and saw the HUGE buffet selection. I counted fourteen different areas all with different gourmet cuisine to choose from and this was only one area with food on the ship. The sit down dinners were located in three different restaurants onboard. The tables in the eating areas had beautiful live orchids for the table decorations.

While smooth sailing on our way to Glacier Bay we had our first meeting with Marlene Romani. She spoke on ergonomics, very important topics of health and safety, plus other pointers she gave were very helpful. She had many new things for this ol’ salon stylist to learn. We should always remember we can always learn new things even if we have been in the business a very long time, like me. (Since 1968.)

Glacier Bay was beautiful and we got to see many types of wildlife. Eagles, puffin, porpoise, ducks and a grey whale. I felt like I was in paradise. The glaciers did some calving, which was an awesome site. (See chunks of ice falling from glacier on page 10.) Sun prevailed the whole day.

Next, off to Juneau where we went on shore and rode a tram up a large mountain. The view was beautiful. We saw a sleeping black bear on the ride up and some bald eagles at the top of the ride.

Sitka was the next stop on our journey. We rode into shore on the “tender boat” since there was not a proper harbor slip for our large ship. The visit to the Alaska Raptor Center was a special treat. This very sophisticated center rehabilitates injured birds.

We also visited the Russian dancers show. They had bright costumes and a lot of energy for their dances.

Ketchikan was our scheduled stop for the day. We saw a lumberjack show and visited the Saxton native village and saw them dance. They were both great shows. The Saxton native dancers told us much about their traditions and the story behind their bright costumes.

Now it’s time for our second seminar. Judy Bremer-Taxman had each of us share a little bit about our businesses and how we felt about the cruise. The most given answer about the cruise was “we’re feeling soooo relaxed.” It was really nice to learn about the other groomers’ shops and how they were run (mobile, at home, kennel or storefront). Some had been grooming for a very long time and others were fairly new in the business. With this information Judy now could focus in on our group and give us information on running a great business. She had many ideas on how to respond to the customers. She shared ideas on running a smooth business and reminded us we need to take a break. Yes, we need to take a break.

This was the best idea. We also went on shore in Victoria, BC. It was very nice to see the beautiful scenery from the tour bus of a very upscale neighborhood and we also visited a big castle.

I had known for some time I needed a break and this cruise was the best thing for me. I came back to my shop with new ideas from the speakers and a much better attitude. Feeling totally refreshed.

I recommend a Pet Pro cruise for you. Yes, it is money very well spent! You can do it, start saving now. Hope to see you next time.

For more information about upcoming Barkleigh cruises, Request Reader Service Card #2748, or contact Barkleigh Cruise agent, J. ”Lucy” Wheeler at (321) 368-6622 or cruisinglady@cfl.rr.com.

A groomer from Western Washington wrote to say that she had a very successful shop that she opened in the fall of 2001 but was having problems with her family accepting her work schedule. She works Tuesday through Saturday 8:00 AM to 4:00 PM and Sundays, 10:00 AM to 3:00 PM. Her family works during the week and is off on weekends. They expect her to close up shop on weekends and or call her customers and lie about a death in the family “just to go see a movie, lunch, etc.”

She says, “I love grooming and all of my customers like the fact that I’m there to groom their pets. I’m frustrated and I’m sick and tired of my family telling me how I should run my business! I get the third degree when I decide not to give in to their rude comments and suggestions. Any suggestions on what I should do?”

Most importantly, what do YOU want to do? Do you keep your schedule and alienate your family because you have no time for them or rearrange your schedule so you are also off on weekends and can enjoy their company?
Many of us feel we have to let our customers run our businesses instead of ourselves. That’s especially true when we just start out and we are trying to increase our business by making ALL of our customers happy. You’ve undoubtedly heard the expression, “You can’t please ALL of the people ALL of the time” and that holds true for the grooming industry also.

After a business is up and running for 4-1/2 years and is “very successful”, it’s more than time to arrange your schedule to fit in with family plans. I’m well aware that many of you would like not to work on Saturdays but feel you have to or you think you will lose business. I haven’t heard of many groomers that work on Sundays.

I worked many Saturdays in my 35 years of grooming until my children were upset because they couldn’t have friends over, go to the mall, or have me help with carpools. We also missed out on many family gatherings and weekends away but as the sole breadwinner with two children to feed I did what I felt I had to.

Then I got smart and decided I would take every other Saturday off just to see how it worked out and when I explained to my customers that I needed that Saturday off to see my son’s game or my daughters’ piano recital, they understood and found another day to come. It worked so well that after a year of every other Saturday, I stopped working Saturdays period so I could enjoy that time with my children or friends. I’ve since talked to other very successful groomers in this industry and they told me they quit working Saturdays years ago.

If you want to work on weekends, go ahead, but if you don’t – stop it. Yes, stop it! Right now, beginning with today, you can tell your Saturday customers what days and what hours you are working and believe me they will conform. As long as you have had a good and steady relationship with these people they will not leave. You are like their children’s pediatrician, they love you. They only want you to groom their animals. They will understand that working Saturdays is a hardship on your family and causing problems for you. How do I know this? Because they aren’t working Saturdays themselves, right?

My customers understood and so did the customers of all the other groomers I talked to that had stopped working weekends. Some shops offer one late night a week, some will open earlier in the morning to accommodate people who truly cannot come at any other time. Many times a partner, neighbor, relative or teenager can drop the dog off during the week even if the mother can’t. Many people have a day off during the week or take time off for doctor or dentist appointments, so why can’t they schedule the dog at the same time? “Where there is a will, there’s a way.”

How many carpenters, plumbers, or mechanics work on Saturdays without charging a premium if they work at all? Grooming is not a medical emergency (most of the time) and therefore can be scheduled on a regular basis on regular workdays and hours.

Family comes first with me and if it doesn’t come first with you, I have a feeling you won’t have a family much longer and/or you will pay a heavy price with stress, frustration and loneliness. Is it worth it?

Just last week I had one of those Kujo kind of dogs. You know the kind I mean. The ones that when the owner calls you can't possibly refuse because of various reasons:

1. The owner is a friend of yours.
2. You feel incredibly sorry for them, as no one else will
touch the dog.
3. You don't want word to get out that you are a coward.
4. You are thinking you will be eternally rewarded in the
great hereafter for doing such a noble deed.
5. You are counting on being included in their will.

Take your pick of one or all of the above. Sometimes, we just lose our heads when it comes to trying to please people. At any rate, I made the appointment for reason number one.

I have done this type of thing for well over 20 years now. I make the appointment for a wild dog and then I spend each day up until the appointment dreading it. I think about it before I go to sleep, when I wake up and many times throughout the day. It often can ruin an entire week for me. "Why don't I just say no in the first place?" you might ask. Remember reason number one and then add to it reason number three. In this particular case you could also throw in numbers two and four... five just ain't gonna happen though.

So Buster the killer Yorkie comes in on the appointed day. His owners are really, really nice people with whom I went to school. Since it has gotten progressively worse trying to do this dog by myself or even with the aid of my regular helper, we decided to go the route of having the owner stay. The dog has seizures, so the Vet didn't want to take the risk of giving him a tranquilizer to settle him down. That meant it was up to us. We were up for the task.

Buster's owner is a very forgiving kind of guy who is able to overlook his dog's "attitude" toward any type of grooming attempt. Even he and his wife can't successfully get this dog brushed without bloodshed on the human's part. They had gotten this dog from a rescue. Now THEY need rescued from him. Nevertheless, they love the little monster.

So I start ever so gently brushing the dog before I put him into the tub. The owner is talking soothingly to his dog. "Now Buster-wuster doesn't want to hurt anybody, does he?" he croons to his pet. Buster-wuster smiles up at the guy and promptly whirls to snap at me as I barely begin to get into a tangle in his coat. "I'd say that's not a good sign," I mentioned. I held onto the hair at the skin level and picked through the knots. Buster was growling the entire time. His owner had a firm grip on the dog's front shoulders as I worked. I finished up that task with all my fingers intact.

I reached up to unfasten the grooming noose and found myself with a Yorkshire Terrier attached to my sleeve. Thank goodness his eyesight is failing him, or his aim would have been much better than just getting my sleeve. The owner caught the dog in mid air. He deposited him into the tub. "It's not going too bad, is it?" he asked. I just gave him one of those "looks." "We DO call him Damien a lot at home," he admitted.

Throughout the entire bathing process, I was dodging teeth and listening to a conversation, albeit one sided, between owner and dog. "Now, him doesn't want to bite the Daddy, does him? Him Bussy wants to be a good boy, doesn't him? Him's be nice to Daddy."

"Hold onto him really well,” I said as I reached to do the dog's glands. "WHEWWWW! What's that?" the guy said with alarm and a screwed up face as the fluid shot out and the stench hit him. "Anal fluid," I responded, rinsing it down the drain. "Gosh, am I glad I don't come to you to get MY hair cut," was his startled remark. I just smiled.

Twice the dog bit his owner. I successfully dodged the bullet at least a dozen times. During the rest of the grooming procedure I had to listen to more "toddler" talk than I have ever heard. What was really getting to me more than the whirling dirvish on the table was all that "Him's" talk. "Him's be a nice boy....Him's gonna look pretty....Him's like this, doesn't him's? .....Him's such a good boy...Him's doesn't want to hurt anybody, does Him's?” And on and on...

We were almost done when the second bite occurred. Just as the owner yelped, I couldn't help myself. "Him's gonna be really irritated, if Him's has to go to the Emergency Room for a dog bite, isn't Him's?" I said, meaning the owner. The owner looked over at me. "I guess I was talking a lot of baby talk to him," he admitted. "I hadn't really noticed," I said.

Barkleigh is bringing you a new, exciting cruise! The 13-day Mediterranean Cruise sails June 18 – 30, 2007 and takes place on Carnival’s newest ship, the Freedom, which takes its maiden voyage in May. Exciting ports are Civitavecchia, Naples and Livorno, Italy; Rhodes, Athens and Katakolon, Greece; and Izmir and Istanbul, Turkey. The cruise will originate in Rome and will feature a visit to a Turkish pet care facility located in Izmir, Turkey.

Ports offer exquisite sites. Enjoy Italy, a country that has succeeded in cultivating the greatness of even its least noted cities, villages and hamlets. None of which has remained untouched by the waves of history, art, folklore and culinary tradition.

Livorno, Italy is Tuscany’s principal port, just a short jaunt from the artistic treasures of Florence. As you wander the streets and piazzas of this famous city, you will encounter countless treasures of Renaissance art and architecture.

Naples, Italy is the cultural capital of Southern Italy and a key city in the Mediterranean. It’s easy to recognize the signs of more than two thousand years of history from the shore where the first Greek settlement was created.

The beautiful country of Greece includes Rhodes’ balmy climate and lovely beaches that have made the island a favorite summer resort. The gothic Knight’s Quarter retains the architecture of the crusades and a fine collection of secular buildings of the Collachium.

The gateway to the past and civilization as we know it, Athens, Greece is far more than the Acropolis. Nowhere on earth is man’s past accomplishments more dramatically displayed as a backdrop to a modern metropolis. Spend time exploring ancient ruins, viewing treasures or just relax as another day evolves in the cradle of civilization of Athens.

Take in the gateway to Olympia, the site of the first Olympic games which began in 776 B.C., in Katakolon, Greece. Olympia was a sacred precinct built exclusively for the quadrennial games dedicated to Zeus. Visitors can still see the Temple of Zeus and the seat stadium that once held 45,000 attendees.

Travel to Turkey, the only secular and democratic Moslem country in the world. Turkey is bordered by the Black, Marmara, Aegean and Mediterranean Seas and has over 5000 miles of shoreline with some of the cleanest and bluest waters in the world.

Izmir, Turkey is near the beautifully restored ruins of Ephesus, where Paul preached to the Ephesians, where St. John wrote the Gospel and where the Virgin Mary died. This port includes a visit to the House of Virgin Mary. Izmir includes a five-hour tour of the BAFi K-9 Kennel.

BAFi K-9 Kennel (www.bafi-k-9.com.tr), owned by Omer Buktas and his daughter, Deniz, (past Groom Boat cruisers,) is located on a rolling hill in Urla, less than an hour from the ship at the Turkish port of Izmir. The facility has several independent buildings with the family home built on the top of the hill overlooking their “pet care empire”. In addition to the kennel, they offer grooming, breeding, daycare, training and protection dog training. They even prepare their own dog food from scratch.

Included is a 45-minute scenic coastal ride to Urla, a region that as Herodotus said “is indeed blessed with that perfect Mediterranean.” Non Pet Pros may choose to take an alternative tour of a nearby ancient olive oil pressing factory dating back to 5000 years B.C.

The restored ancient city of Klazomenai lies on the south shore of the Gulf of Izmir on the Aegean. Excavations of the Klazomenai olive oil factory have shown that technology developed 2600 years ago is basically the same as that used today.

A typical Turkish Doner Kebap (Shish Kebab) lunch will be served by the Buktas family in the Club Area.

The last port is Istanbul, Turkey. Once the rival of Rome and capital of the Byzantine Empire, Istanbul paints an unforgettable portrait of a glorious past with its historic treasures, palaces, mosques and architectural fortifications. It is a modern city with an ancient past. It is the only city in the world to be located on the continents of both Europe and Asia.

Standard Inside Staterooms begin at $1829 to a Larger Balcony Stateroom at $3479. Rates include stateroom fare, taxes, Pet Pro Activities, Registration, Kennel Tour in Izmir, all meals, most beverages, entertainment, gym, sauna, pools, library and more. Extras not included in rates are alcohol, soda and gratuities.

Ask about extending your vacation pre or post cruise to Rome, Italy. Start with a visit to the Vatican Museums and Sistine Chapel, world famous for Michelangelo’s ceiling paintings and The Last Judgement. Continue to monumental St. Peter’s Square and Basilica. Proceed across the Tiber for a stroll along the Via Sacra in the Roman Forum, where Roman Legions marched in triumph, and finally visit the Colosseum and hear about gladiatorial combats.

Join Barkleigh Productions for this adventure and take in multiple Pet Pro Seminars. For more information about Barkleigh’s Mediterranean Cruise, Request Reader Service Card #2893, or contact Barkleigh Cruise agent, J. ”Lucy” Wheeler at (321) 368-6622 or cruisinglady@cfl.rr.com.

Knowing the correct anatomy of a dog can help you whether you have been grooming one month or 20 years. Why, you might ask? It has been determined by many of the great doggy minds in our industry that dog anatomy (bone structure) should be very similar as far as the front and rear assembly. By using these similarities to get started, you create a consistent process of outlining/blocking in the dog. This process will give you confidence and with that confidence will come speed.

Use the floor as your starting point. The shoulder of a soundly built dog has an approximate 45 degrees from the withers to the point of shoulder when viewed from the side and the upper arm another 45 degrees from point of shoulder to the elbow. Between the two bones it creates a 90-degree angle. The rear of the dog should balance with the front, keeping in mind the function of the rear is different than the front. Front legs support and the rear legs move the dog. The ileum to the ischium is about a 30-degree angle and the point of rump to bend of stifle is about 60 degrees and another 30 degrees from knee to hock bone with the hock dropping straight down. Using these angles as a road map can help you outline almost every dog no matter what the coat type. If they do not have great angle, you leave hair to build it. If you have too much angle, you take coat away. The perfectly made dog could have even length coat all over and be perfect but I have yet to meet the perfect dog.

When viewed from the side you can eyeball the perfect fronted dog with an imaginary straight line starting from the highest point of shoulder equaling the elbow with correct angulations of each bone position (45 degrees). If corrected or correctly made the coat of the dog will create the illusion of alignment where the neck blends in to the shoulders placed directly above or equal to the elbow.

When visualizing the rear pin bone, placement should create an imaginary straight line landing just in front of the toes. It is either right on, has too much angle or not enough. Most pet dogs need more angles, which means you should leave more coat on the hocks and trim tight to the bends in the rear. One helpful hint is to remember that where there is a bend in the leg the coat is shortest and where the bones make a point it is the longest. Like the stifle (knee). In the front where bones meet is long, in the back of the leg where it bends should be short.

Remember what is best and then evaluate each dog as an individual!

Blocking in or outlining first will help your overall balance and make it easier to get started.

The Groomers Roundtable

How do you handle “No Shows” and Cancellations?

I have a discount program and they must schedule ahead and keep their original appointment or they lose their discount. It works really well! Christy Davidson, New Castle Animal Hospital, New Castle, IN

With thirty years plus grooming experience and twenty-five years of owning my own business, I have had to finally get tough with my clients. Two years ago I finally got the nerve to post a sign in my shop that I would impose a $20.00 charge to the regular grooming price for prior missed appointments. I have made exceptions for death in the family, last minute car problems and any natural disasters (i.e. we just had severe flooding here in NY). I have had some very upset clients, some never come back and then some that feel really bad and pay me the entire missed grooming appointment. I try to explain to them that I have a waiting list and that their missed appointment has just cost me money.

I have found that people really take groomers for granted –"so I forgot my appointment, she can fit me right back in." WRONG. All of my regular clients leave with a card for their next appointment and missed appointments will now make them wait either for their next scheduled appointment or when I have a date in the next month to fit them back in. Marie Smith, Grooming By Marie, Fort Plain, NY

In my shop, a no show on a Saturday cannot reschedule for another Saturday. If there are two no shows in a row (on days other than Saturdays) then they must make the appointment in person and pre-pay at the time of scheduling.

In my van, a no show (which is pretty difficult since I go to them) must pay a $25.00 missed appointment fee if they want me to come back. Of course, emergencies are forgiven. Shaffia Galis-Menendez, Best of Breed Pet and Mobile Grooming, Belleville, NJ

I give them 15 minutes, then give them a call and mark their card no show. With a cancellation it depends on if it is far enough ahead so I can book someone else. If not I mark their card a no show. After too many no shows they have trouble getting in. Paulette, AlAnna's Pomeranians, Lacey, WA

I handle this problem by giving the no show a call. Usually there is no answer... so I leave a message stating that they had an appointment and that I wish they had given me a call, as their time slot could have been filled by someone else. Should I get an answer, I tell them politely that it would have been nice if they would have let me know, as I have people who are waiting for an appointment and in the future if they need to cancel, its okay, just try to give 24 hour or at least some notice, so I can fill that time. I then record this info on their card. If this becomes a habit… the fourth time I let them know that I can no longer see them and they should try to find a groomer that can come to their home that may better fit their schedule. I do the same with last minute cancellations unless they have a really good excuse (which most do). I make myself a small note so I remember to watch future behavior. Kathie Morang, The Doggy Barber, Fort Gratiot, MI

I have been quite lucky when it comes to no-shows and cancellations. Generally, my no-shows have been simply "forgotten" appointments and I sure do get the apologies.

I have a wonderful clientele and they are very appreciative of what I do for their little ones and them. When they miss an appointment, I am polite but do make it plain that had I known they were going to miss a day, I could have had that time slot filled with another dog.

Maybe it's the way I say that because they sure do make it up to me. I have been paid full price because of their "guilt" feelings and what better way to enjoy some free time and still get paid for it. Darlene Dockter, The Grooming Den, ND

If it is a first time no show, I call and leave a message. If it is a regular customer who no shows a second time, they are sent a letter explaining my policy of charging for the missed appointment. I understand if they are a no show due to an illness or death in the family. Any client (on a standing appointment) who has no showed twice in one year risks being dropped from their scheduled appointments and not having the privilege of having advanced appointments set up. I appreciate the clients who call and apologize for failing to keep their appointment, several of them offer to pay for the missed appointment.

Cancellations: I would rather have a client call and cancel at the last minute than no show. Car, health, work, child, traffic problems happen and I will usually reschedule.

No shows: I get a break from my very busy schedule, and I enjoy it.
Cancellations: I offer to rebook, and we do.

I have a sign posted that says "There Will Be A Charge For No Shows Equal to the Amount of the Services Scheduled". I rarely collect, but usually my best customers insist on paying the charges. If I have a habitual no show that I'm ready to let go, I send them a bill for the no shows and they usually don't call back. Christi Demaree, Christi's Grooms By Design, Winfield, KS

I am a new groomer and am using 123 Pet Software in my business. The software allows you to mark specific clients as no shows when they miss an appointment. (Request Reader Service Card #2904) Next time you go to schedule that client it lets you know. I allow for one no show appointment. If a client misses two appointments without calling I make note and if they call to schedule again I explain that because they have missed two appointments I will have to ask them to pay in advance. If they miss the appointment again, the appointment is already paid.

If they reschedule again and keep the appointment I will allow them a credit of half the services from the previous missed appointment. All appointments must be paid in advance. I explain kindly that I have other customers waiting for appointments and that I am losing money each time they miss an appointment. Usually they are understanding and will make sure they do not miss any other appointment.

We also make confirmation calls each week to each client and make note of whether we confirmed in person, over the phone, or left a message. If a message is left on an answering machine we ask for a return call to confirm. This really helps to cut down on the number of no shows. Cheryl Wiegand, Pride and Passion Grooming Shoppe, Palmerton, PA

I have cut down on my no shows by at least 75%. When a client misses an appointment we send a courtesy letter explaining our no show policy, which states we require a 24 hour cancellation notice if at all possible and letting them know we are aware of situations that may arise. The next time we send a second letter informing them of a $25.00 no show fee that will be applied on their next groom. Continual no shows without a cancellation are denied further preset appointments. Look at it this way, you have lost money on this client who has no regard for your schedule or time and has made other clients wait unnecessarily. You can do without clients like these. Precious Paws Salon, OH

You can get mad or you can punish the person, which results in angry customers that don't come back. Some people just are that way. My regular customers are my real bread and butter. Most no shows are new people that have found someone that will get them in sooner or cost less.

You know the types that seem to have just noticed that Fluffy needs a grooming, even though it's been a whole year. It has just turned into an emergency and they expect you to have a spot just for them, today even!

Customers like this are not returns and are just trying for a miracle for unexpected company. Cheryl Shearer, Clip Art Grooming

This is a problem my clinic has had to address. We mark our cards with a N/S, which means no show, and if they have more than two then they are same day appointments only. We will not reserve space for people that can't make an effort to keep them. Dawn

Enjoy a five night cruise to the Bahamas on the Groom Boat with Barkleigh on January 15 – 20, 2007! Carnival’s Elation will be traveling from Port Canaveral, Florida to the Bahamas, visiting ports in Nassau, Half Moon Cay, and Grand Turk Island. Meet Pet Pros from all over the country at the private Cocktail Party and seminars featuring top Pet Industry Speakers.

Join Pet Pros for a groomer’s high-spirited adventure off the coast of Florida in the Bahamas. Enjoy sunny beaches, snorkeling, swimming, golfing, sightseeing and snapping up duty-free bargains. Enjoy an unforgettable tropical sunset. You’ll return with more memories and photos than you thought possible in only five days!

Cost includes all meals, most beverages, registration for Pet Pro activities, daily entertainment and two cocktail parties! On board, savor the culinary specialties of world-renowned French Master Chef Georges Blanc who has just become the signature chef for the Fun Ship fleet. Spoil yourself with a massage and facial and step out at night to the many clubs, disco or casino, for a fun night of shows and dancing.

Carnival’s Elation is true to its name, featuring ten decks, a crew of 920, several lounges/cafes/dance clubs, Mark Twain Library, Blackjack Tournaments, Camp Carnival for the kids, Golf Instruction, Karaoke, Austin Powers dance class and wine tasting.

Standard Staterooms begin at $539 and Suites go to $1249. Fares are per person based on double occupancy. Some cabins will accommodate up to five guests. Sorry, no pets permitted. For more information about Barkleigh’s Groom Boat Cruise, Request Reader Service Card #2894, or contact Barkleigh Cruise agent, J. ”Lucy” Wheeler at (321) 368-6622 or email cruisinglady@cfl.rr.com.

If he’s got long hair you have to ask this question or one similarly worded. How else would one know how to approach the task? Unfortunately, the answer to the question can turn into a minefield of problems. It is not uncommon for a client to wax eloquently; describing a vision of grooming elegance, the only problem being that what she describes is impossible. She may request a high topknot on her Poodle, a feat not feasible since she has chopped the whole thing off. When you point this out to her she tells you, “Well, he couldn’t see. I had to do something!”

“I don’t want him to look like a __. The problem here is that the dog is a ___.” Actually, when the client bought him he was a ____. In your grooming salon today the client wants to change breeds and she wants you to do it. After all, you are a professional, right?

Maybe the dog is matted beyond recognition. This client invariably wants the dog to be fluffy. In an effort to be helpful some folks will bring forth a picture. The picture may be a lovely shot of a six-month puppy, which would be fine if the dog weren’t presently twelve years old with a raging case of seborrhea.

Then there are the calendars, many of which include model animals that either appear desperate for a grooming or are sporting clips woefully deficient in artistic style. “This is how we want him to look!” Now here is a client who, at least, knows what she wants. The goal of the professional is to put out quality workmanship, of course, but promising the impossible will result in a disillusioned client. At that point she just needs a gentle explanation of the realities of the situation
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Then there are those who don’t have a picture but they do know the name of the clip. When asked what she had in mind she confidently says something like, “The puppy cut.” Of course what that actually means to her must be explored before taking anything for granted! When questioned further, the client typically adds more detail, “Short, but not too short, longer, but not too long. You know, like a puppy cut. But, we don’t want to come back too often. You know, something that will last. We aren’t particular, we just don’t want it to be too short.” Obviously, what she wants is in her head, now your job is to get it out of her head and put it on the dog! What we are engaged in here is basically a mind reading exercise. It can be a difficult task but it doesn’t need to be.

What is needed is a systematic approach. Start at the nose and work backward. How about the face? Would the client want that long or short? Keep a ruler nearby! Many clients give a specific length and are very dissatisfied when they actually see that designated coat length on their dog. If a client gives a “by inch” description of length, bring out your ruler! I’ve held up the hair to the ruler many times only to have the client make a radical change in desired coat length. “Oh, not that short!”

When a consensus has been reached on the head, you will move backward and downward. How much hair is to be left on the legs? Feet? Body? Tail? It sounds like a lengthy process but, in fact, the whole approach can be conducted in a few minutes. It is possible that such a process could seem like an interrogation if done poorly. This is solved by repeatedly telling the client that your goal is to give her exactly what she had in mind.

After the initial examination and piece by piece discussion of the clip you should have a pretty good idea of what the client has in mind. This procedure is always used for new clients. After the initial service the client is asked to look over the dog carefully. If she is happy, the details are recorded on the dog’s information card along with blade # and whatever code words you may have for whatever it was that you did.

The next time the client comes in she needs only to say, “Longer than last time or shorter than last time.” Whether she calls the result the winter cut, summer cut, famous puppy cut or the all-popular “you know” cut, it will not matter. You have IT, whatever she calls it, on her pet’s card and it will save you endless reexamination and explanation in future visits by the same client.

Catherine J. Crawmer owns Crawmer’s Grooming and Training in West Sand Lake, NY. TrainEmAll@aol.com.

Here are a few ways to boost your grooming income, often at little or no cost.
Start by targeting local groups, such as youth sports teams, investment clubs, country clubs, church groups, etc. Many people don’t realize that the local children’s soccer club can have more than two thousand kids involved, with a high percentage having pets. Effectively reaching these kids and their families can provide a windfall of customers.

To attract these people, create a flyer providing a special offer just for them, such as “50% off basic grooming for your first visit,” or “half of your first order will be contributed as a fundraiser for the group.”

“Tell-a-friend” programs can also be especially useful to boost your customer base. A fun and effective offer can be, “Bring a friend for a first visit and we’ll give both of you half-off the price of basic grooming.”

Local employees can also be a terrific source of new business, but you need to make it easy for them to buy from you. Choose slower days in the week – perhaps Wednesdays, when you are willing to open earlier and close later, say 7:30 AM to 6:00 PM, depending on the work hours of your local employers. Adding a pick up and drop off service can also increase the number of these customers, as can doggie day care for the day these animals are groomed.

Identify government offices, large companies, community colleges, local credit unions, etc. in your area; then create an offer available by their people simply showing proof of employment. Publicize these programs in your window and posted in the lunchrooms of these companies if possible. Be careful to not post explicit details to avoid annoying your regular customers who may not have access to these discounts.

“Bring-a-friend/referral programs” can also be highly effective with local employees.

Increase their Number of Visits In some cases you can boost your grooming income 30% and more by increasing the number of times your customers visit your grooming shop each year.

Like a mechanic at a car dealership, establish a maintenance schedule for each pet you groom. Provide a written description that highlights their particular breed. Let them know that proper grooming not only improves the look, but also the physical and emotional health of the pet.

For example, nails should be clipped at least once a month. Many breeds are susceptible to dry skin and need to be moisturized often. During certain seasons, many breeds need to have the dander thoroughly removed to avoid skin irritation. Ears and teeth need to be regularly cleaned to avoid problems. Longer haired breeds playing outdoors can be prone to infestations and matting; and of course, during flea and tick season there needs to be a regular schedule of Frontline and related service.

Maintain a thorough history on each pet you groom, including allergies, skin sensitivity, anal gland expressing and other specific needs and issues.

At the end of each visit, set the next appointment right away. Remind them with a call, a reminder postcard or email. For the less frequent customers, postcards, telephone and email reminders can also be extremely valuable.

Easy Services to Add
Specialty services from pet massage to Poodle patterns can add nicely to your overall income, while pet sitting and pet day care can be a periodic lifesaver to many of your customers. More ambitious groomers will add overnight boarding, but will generally need to deal with zoning and licensing requirements for your area.

A alternative is getting referral fees from related businesses. High quality local kennels, pet trainers, therapists, and even veterinarians will often provide you with a healthy referral fee for everyone you send their way. Once a deal gets agreed upon, put posters in your window, and a poster and business cards near your register, and be sure your customers mention they came from you so you get full compensation.

In all, there are many simple ways to boost your grooming income. But none of these will help unless your basic grooming services are providing the highest quality care to your customers.

Jim Bond is a marketing professional located in Thousand Oaks, California. He recently became Director of Sales and Marketing for NuVet Labs, one of the oldest companies in the pet supplements industry, because of his passion for their products.

He recommends a Groomer Referral Program from NuVet Labs (www.nuvet.com, 800-474-7044). For simply handing out free samples of their product to your customers whose pets have allergies, skin and coat problems, arthritis and joint problems, etc – you can earn more than $1,500 a month, and have your customers praising you for helping remedy their pet, at a miniscule cost.

(Left to right) Best In Show winner,
Jennifer Smith, NCMG, of Classy
Pet Grooming School, with Judge
Doug Johnson of Sunrise Kennels Inc.

Groom West 2006, hosted by the Colorado Professional Pet Groomers Association, was held recently. Grooming industry favorites Marlene Romani and NDGAA’s Peggy Harris put on a seminar and demonstrations. Colorado’s Sally Terroux, Lia Whitmore, and Teresa Lask presented an all day seminar. Judy Bremer Taxman came with two classes, Extra Services/Money and How to Handle Difficult Clients. Randy Lowe, with Precision Sharpening, gave his Mechanics of Scissors presentation. A Pet CPR class was also offered.

This year CPPGA was especially honored to start the Cameron Booth Scholarship. The $500 scholarship was awarded to Justin Lascelle, who is CPPGA member Wanda Porter’s son. Over $1600 in prize money was handed out to contestants. Groom West’s raffles, silent auction, 50/50 and BIATS also matched up a number of folks with prizes donated by vendors.

For information on next year’s Groom West show, Request Reader Service Card #2885.

Contest Results
Purebred -(Div.A) Nanette Loya, Teresa Lask, Vicki Zwart; (Div.B) Michelle Evans, Jaala Vaughan, Karrie Potter
Mutt Makeover- (Div.A) Nanette Loya, Teresa Lask; (Div.B) Jennifer Smith, Christine Johnson, Ellen Meyer
Beginnings Contest: Carrie Frances Counley, Emily Jo Christiansen, Joei Muffoletto.

The 40th Annual Pet Industry Christmas Trade Show and Educational Conference will be held October 6 – 8 at the Donald E. Stephens Convention Center in Rosemont, IL. As part of the 40th anniversary celebration, H.H. Backer and Coastal Pet Products will jointly sponsor an all-industry gangster-themed party on Saturday, October 7.

Other features of the show include the return of the ExpoPlanner. Visit www.hhbacker.com to create your own personal ExpoMap. Retailers will also get a chance to vote for their favorite products in PET AGE magazine’s 9th Annual Retailer Select Awards for Product Excellence.

H.H. Backer will once again offer free admission to all Backer-sponsored seminars. The Pet Industry Joint Advisory Council will present canine and reptile certification seminars on Friday and Saturday, respectively. Top-notch groomers will compete in the Celebration of Style grooming competition. For more information, Request Reader Service Card #2886.