customers Archives - Groomer to Groomer

customers

Scaling the Customer Loyalty Ladder… Rung by Rung

The paradigm of “customers” and the level of contribution they make to our business is ever changing. Any entrepreneur committed to long-term success has all but erased any trace of the concept that customers are a necessary evil: people who bother us with their problems, individuals that we have to “deal with.”

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7 Seconds to Success

It happened again. Every time it happens, I think, “I will never see one as bad as this again.” Then I do. The time goes by, and it happens again. Over the many years I have visited other grooming salons, daycare centers, and retail pet shops, I am often taken aback at that first impression…

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A Tail of Two Cities

As dog groomers, every once in a while we run into a special situation that makes us go “Eww!” Whether it be the poopy bums, the bleeding and oozy growths, or the owners that cannot resist calling their dogs deliciously sexy. What to do? Take pictures? Yes! Call your groomer friends?

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Take a Picture

I have been grooming dogs for 31 years now. I have often wondered just how many toenails I’ve clipped (not counting my own, of course), how many anal glands I’ve squeezed, how many Poodle feet I have shaved… The list goes on and on.

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The Daily Goals of a Pet Groomer

To be successful in this business doesn’t just depend on your knowledge of grooming or the equipment you use. It can also depend on some very basic goals that you accomplish every day. They are simple goals, such as making money, customer perspective, and safety. These three little goals pass through our minds, but we never really think about how much they impact us every day we work.

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What We Give…

“We make a living by what we get. We make a life by what we give.” — Winston Churchill
When I lived in Memphis, I operated a house call pet grooming business for many years. One of my favorite customers did a good bit of community volunteer work, including delivering Meals on Wheels.

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The Holidays Are Coming!

Yes, the holidays are coming. Thanksgiving, Hanukkah, Christmas—the wonderful times of the year when we all shop, bake cookies, decorate, go to parties, and relax with our friends and family. Yeh, right… Not if you are a typical groomer. For most groomers, ‘tis the season to work, work, work with very little time for relaxing or anything else, but it doesn’t have to be all work and no play this year. It’s all in how you prepare for it.

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That Crazy Nail Lady

Although there are times when I just can’t, I usually take walk-ins for nail cutting. Last Wednesday was a particularly busy day, and I was letting the answering machine pick up quite a few calls as I tried to stay on schedule with all of the appointments.
At one point, the phone rang, and I let it go to the machine. The person hung up. A split second later, it rang again, and I still didn’t answer.

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Handling Bad Reviews

With a Winning Attitude
Sally S. began grooming at a young age. She honed her craft, saved her money, and found a mentor in the grooming business. After a time, Sally opened her own grooming salon, Sally’s Soggy Dog. Business ran great for a while with just a few novice mistakes; a missed tax filing here, a disgruntled customer there, but Sally learned and Sally’s Soggy Dog prospered.

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Client Surveys

I was sitting at a client’s kitchen table after I finished grooming Misty. I was talking to Mrs. about something funny Misty did when Mr. handed me the customer survey I had given him when I first arrived. He told me that the reason they followed me from the shop I worked at was because I had the best customer service they had ever received from a groomer.

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Thinking About Grooming Fees

Take a moment to be brutally honest with yourself. Are you being compensated fairly for your work? Pet grooming is a task that requires a great many skills. Groomers must be endlessly patient, able to work with sharp tools and moving animals, have a strong artistic leaning in order to make pets look their best, have talent with time management to make all the magic happen on schedule, and have the business sense to bring home a decent income at the end of the week.

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