I was reading some less than favorable reviews of some of our local groomers and was surprised at how easily solvable and preventable some of the problems were. 

Coming from a Marketing & Sales background and having consulted on it, I know how important Customer Service is. I also know how difficult it can be to offer it if it is not part of a business culture.

My theory on customer service is that it has to come from within and it has to naturally be a part of a person/business. The ability to provide excellent customer service is an innate characteristic of a person  to want to please and help others. It is this, coupled with the ability to empathize that puts the word "excellent" before the words "customer service." In a business, this characteristic must come from the owner or leader. 

I pride myself in being able to offer excellent customer service and I hope that it's palpable to my current and future customers.  

TYPICAL GROOMING SALON PROBLEM: 
    
Clipper Burn  - a rash or sore on inflamed skin, caused by
 clippers.  It is painful for the animal and is caused by an overheated blade. The heat is caused by the friction created by the side to side motion by the blades in order to clip hair. The solution is to rotate blades as soon heat is created. 

The pet will scratch the infected area becoming raw and painful sores. The open sores can become infected and scar permanently; in some cases, the pet's hair never grows back.

Although groomers know to watch for heat and to rotate blades, it does not always happen.During the rush to complete the many grooms of the day, groomers often forget and dogs get burned. Most owners will not notice the burns, but their dog will. 

While setting up my grooming "shop", I had the chance to decide how much I would spend on equipment. 

I decided that if I am going to be different, that also meant that I would look at equipment differently. I decided not to look at the price but rather the benefits it would have for my puppy clients. 

One of my first major purchase was my clipper vac. Most shops do not invest in this product as it represents a huge expense. I believe that expense is outweighed by the over all benefits that it offers. 

CLIPPER VAC SOLUTION:

    Feature: Constant airflow cools the blade

    Benefit: Because the clipper blade stays cool, the risk of
                     clipper burn is significantly minimized

  

I've saved this picture for when I started this grooming blog. I had a Griffon come in earlier this year who had not been groomed for 7 months. Poor thing was in bad shape. Mats everywhere, but the most interesting is that I found a tightly woven mat around one of his nails. 

Poor thing had a hard time moving that toe. I HAD a hard time trying to figure out how I was going to release that toe. 

I spoke with the mom later that day. I told her that I was not doing my job to support her in keeping up with her dog's grooming. I said that I understood that she had a two year old and a busy schedule, so I offered to book an appointment 6 weeks out and also send her a text reminder the day before. She agreed that being on a regular grooming schedule would benefit her pup. 

SIX WEEKS LATER:  The mom failed to come in with her dog. I am saddened for the dog.  

I know. This is gross. I was working on a Bichon today when I noticed the large amount of tarter deposit on her teeth. I usually don't try to pick it off, but today was different. 

I got the urge to pick it off, so I took my thumb nail, put it right where the tarter ended and the gum began and I gave it a strong pull. 

POP !

It came apart in two pieces. The Bichon was wondering what the two things were that were suddenly floating in her mouth. Luckily, she didn't eat it. Otherwise, I would never have been able to get this great picture. 

Oh yeah, I failed at my attempt to pop the other side which resulted in a chipped nail.

Not my picture, but it shows a great difference between with and without.