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Melissa’s Top 4 Tips for Getting Through the Holidays
By now, busy salons are bracing for the holiday rush. Thanksgiving. Hanukkah. Christmas. Are you ready?
This isn’t only your busiest season, it’s also the end of the year. It can make or break your earning goals. Will you finish off 2021 with a bang? Will your books be full for January and February of next year?
I love this time year. It forces us to be on top of our game. To be organized. To be ready. To have our days planned. To keep our communications clear with fellow team members and our customers. To know our limitations.
Most of us who are involved with the pet industry are here because of our passion. We simply love working with the pets. However, even the most passionate groomer can feel the pressures of holiday demands.
If you are one of those professionals who feels the pressures of the Thanksgiving and Christmas crunch, take heart. Get in front of it now and review areas that could use some improvement in the salon.
Here are My Top 4 Tips for Getting Through Your Day with Ease:
#1. Mental Control
Stay focused. Pay close attention to what you are doing at all times. You’re working with live animals and sharp instruments. Chatter between your coworkers and pets breaks your focus. You lose time and you make mistakes when you don’t stay focused on the pet.
Always practice the three C’s; stay calm, stay cool, and stay collected. When you’re working with a pet you want to be friendly but aloof. You want to correct any undesirable action before it becomes a major problem. Frustration and anger have no place in a professional salon setting. If you feel yourself getting frustrated, take a break. Breath. Step back to the grooming table when you have regained your composure.
Work methodically with all pets. Don’t get flustered. Set an even and steady pace when it comes to handling, bathing, drying, brushing, clipping, and scissoring. Set time goals for every step of the grooming process and strive to achieve them.
#2. Invest in Yourself and Your Equipment
What is the condition of your equipment? Are you working with top-quality equipment?
It’s amazing how much time you can save when your equipment is in top condition. Or when you splurge on that new pair of blenders that cut like butter. Or you have a high-velocity dryer that has plenty of punch. Oh, and all of your shears and blades have sharp edges on them — correct? There’s nothing more frustrating than working with dull and ineffective equipment when crunch time is on. Right now you’re in crunch time.
#3. Organization in the Salon
Do you have a smooth process for client check-in and checkout? If you’re computerized, is it easy to pull up client records in a flash? If you’re still working with a card file, are all the records pulled the pets that are scheduled for that day?
Most stylists in a salon setting find working in a minimum of three or four hour blocks of time can be highly advantageous to time management. The more you have to stop to check-in or checkout clients the more you lose your focus on the pet that is on the table. By working in blocks of time, you can check multiple pets in and out in tight windows of time when it comes to dealing with customers.
Do you have a method to track all the collars and leads that accompany the pets? This is no time to be looking for that lost collar or lead! Do you have a bright assortment of those pre-made? Do you have festive bandannas cut and ready to go on the dog?
#4 Mental & Nutritional Stamina
When the rush is on, you need to be at your peak — mentally, physically and nutritionally.
You’re not going to be at your peak if you’re not getting enough sleep. I know … I know. With all the demands between work, family and holiday festivities, slumber can be hard to come by. Normally, a professional groomer is so physically exhausted that when your head does hit the pillow — sleep comes easily. Just make sure you’re getting enough hours each night so you can perform at high levels the next day.
With the holidays upon us, most salons find themselves overrun with holiday treats from their clients. Be careful with this one. Personally I learned the hard way you are not good to feel your best if you consume all those goodies all day long!
I learned in my early 20s to pack healthy food options to keep me nourished all day long. I was mobile so in between every client by reward was to eat. If I had healthy options at my fingertips, it was easy to keep my energy level in high gear. In a salon setting, this might be a little bit more challenging. Still, eating healthy small amounts on a regular basis is the best way to keep you both mentally and physically content.
Pack a nutritional lunch plus snacks. (You know your days are going to be long!) Or do a potluck between staff members. We’ve done this for years at the Paragon School of Pet Grooming with great success. The rule is: Healthy, quick food options only. No sweets. No desserts. Our clients do a great job with that. The potluck is set up so everybody can grab a quick bite in between dogs quickly and easily.
If you’re not a cook – have a stack of local takeout menus available. If they deliver – BONUS!
The holidays are a great time to really test your skills. We’ll find out quickly just how successful you are. If you have a full book and struggling to fit into just one more pet each day, you know you have arrived. Be thankful for creating a service that your customers desire. If you take care of them well — they’ll take care of you. That’s what successful customer service is all about!
Happy trimming!
~Melissa
If you need a brush up on any time management lessons, here are a few titles from Learn2GroomDogs.com that could help you.
- Building a Grooming Code — the Card Game [Melissa Verplank]
- Preparing for the Holiday Rush [Melissa Verplank]
- Speed & Efficiency — Monster Sized Dog in 76 Minutes [Lisa Leady]
- Speed & Efficiency — Daisy Dog in Less Than 45 Minutes [Suesan Watson]
- Speed & Efficiency – Shih Tzu in 45 Minutes [Suesan Watson]
- Anything from the ‘Queen’ of Gettin’ er Done [Judy Hudson]
- Melissa’s Best Time Saving Tips [Melissa Verplank]
- Tails from Holidays Past [Suesan Watson, Lisa Leady, Marc Lafleur, Melissa Verplank]
- What I Know for Sure (this one will just make you feel good!) [Judy Hudson]
Salvage Work
Spring is here – and not a moment too soon! Many of us will be seeing a lot of pets that are ready for a great makeover in the coming weeks.
As many of you know, I’m a big dog person. Working on these large furry dogs that have a huge shedding problem is one of my favorite things to do in a grooming salon. Over the years I’ve gotten really quick with the process and rarely cringe, no matter what the size of the dog, nor the condition.
My #1 rule is: Never work on a dirty dog. If water can penetrate the coat, let your products do the job.
Working on a dirty dog is not only unpleasant, but it also takes longer to do. There will be a lot of coat damage and breakage. A dirty coat is dry and brittle. The dirt and dander trapped within the fur makes it more difficult to brush out. Working on a clean coat will be easier for both you and the pet – and much more enjoyable.
If there are large chunks that water cannot penetrate, go ahead and break up the tangle using the tool that is safe for the pet. Don’t worry about removing it completely, just break it apart so the water and shampoo can do their job. Read the rest of this entry »
Proactively Dealing with Skin and Coat Issues
There are times in most professional groomers’ careers when customers mistakenly blame others for their pet issues. There are a wide range of possible scenarios that happen before or during the grooming process, including:
- During bathing, a scab falls away from an older injury, making it look like a fresh wound.
- Removing tight mats from the leather results in an ear hematoma.
- A dog arrives for his appointment with fleas or ticks. However, the client refuses to believe their pet had them prior to stepping into your salon.
- After trimming a pet with super sensitive skin, an area becomes inflamed once it gets home.
How do you proactively handle these situations and prevent having upset customers?
Three ways.
- Communication
- Honesty
- Proof
Communication
The best start to effective communication is to get your hands on the pet before it goes into the grooming process – preferably with the owner standing right there. You’re going to be looking for anything unusual that could possibly pose a problem after the grooming is finished.
Let all your senses come into play.
- What does the skin and coat look like?
- What does the skin and coat feel like?
- What does the skin and coat smell like?
Give the dog a visual once over. Identify any potential problems. Confirm what you may see by sinking your hands into the coat all the way down to the skin. Is there anything unusual? Lumps? Bumps? Mats? Filthy coat? Grit next to the skin?
To be proactive, it’s important to identify potential issues before the grooming process even begins. With severely matted pets this is critical. Talk to the owner. Point out the issue and offer a solution if you can. Discuss the potential risks and the benefits you feel are in the best interest of the pet.
Identifying potential issues in the skin and coat prior to starting the grooming process is a great way to start educating customers. Many clients have no idea how to best deal with their pet’s coat, the health risks associated with the lack of regular grooming, temperament issues, or the aging process. Most want to do what is best for their pet if information is presented in a sincere and respectful manner.
Owners rarely understand how we do our job or how our clippers work. Telling a client is one thing. Having a fake fur chart of how long each blade or guard comb leaves the pet can be extremely beneficial. It’s a physical tool to help educate pet parents. It clarifies blade lengths and defines the term “short” in a way clients can comprehend.
Some salons display solid pelts taken off severely matted pets. These matted chunks of coat – or pelts – serve as a great education tool. It’s not just for severely matted pets. They offer an excellent communication tool to talk about coat length, brushing techniques, and things hidden in the coat like bubblegum or fishhooks.
Unfortunately, we all have a few clients who are just impossible to educate. Careful, I can see your eyes rolling…
Let’s face it. During check-in we can’t always spot every potential problem in the dog’s skin or coat. If it is going to change the price or the look of the haircut, stop and call the owner to discuss it. If it’s extremely matted and is going to cost more to do the groom – you want to get verification to either proceed with the dematting process or opt for a much shorter haircut.
Personally, I prefer to emphasize the risks and slightly over-estimate the cost when I’m first talking to the owner. Thus, whatever I might find – or charge – is a welcome relief to the pet parent upon pick-up. If you do accidentally injure the dog or must charge extra, it does not come as a shock to the owner. In most cases, injury can be avoided, and the groom is less expensive than anticipated.
Whatever the case, it’s better to have too much communication then not enough.
Honesty
Whatever you have found in the dog’s skin or coat, be truthful with the client.
If it’s something minor, take the time to point it out and clearly show it to the owner. Tell them what you have done to help minimize the issue. Make suggestions on what they should do at home. Maybe it’s just keeping an eye on the spot or using some pet soothing appointment. If the issue has the potential to be a long-term problem, tell them how you plan to deal with it in upcoming grooming appointments, so you don’t aggravate the problem in the future.
We literally go over pets from the tips of their noses to the tips of their tails. It’s amazing what we discover as professionals. We are not vets and should never diagnose our discoveries, but we are trained observers. Whenever you find something out of the ordinary, tell the owner.
If I were to find anything I would consider a medical issue, it would be best to tell the owner what I would do if it was MY dog. Sometimes it would just be keeping an eye on something until the next vet visit. On other occasions where I feel it is critical the pet receives medical attention, I would tell the owner (if it was my dog), I would go straight to the veterinarian. I’ve even had a few situations where I called the vet for the owner and they went directly from the grooming appointment to the veterinarian.
We are all working in the best interest of the pet. Honesty can go a long way, coupled with sincerity and compassion for both the pet and the owner.
Proof
If you overlooked something at check-in, but discover it after the owner has left, document it. Having proof about the condition when the owner returns helps prove it was a pre-existing issue. It helps establish your case that you did not cause the problem prior to the grooming.
There are many ways to document or provide proof of the pre-existing problem.
Almost everyone has a cell phone with a digital camera. Use it! A photo or a quick video does wonders to prove a point. It’s important to get that initial shot when you first discover a problem. It might be a scab or flea dirt and fleas crawling through the coat. It might be a toenail that has curled into the foot pad.
Here are a few of the items I have collected over the years. Most of the smaller items have been put into plastic baggies.
- fleas (preferably dead)
- ticks (preferably dead)
- maggots
- hotspots
- scabs and pus
- bubblegum
- rubber bands
- fishhooks
- burrs
- matts
- pelts
- pine sap
- grossly overgrown toenails
- excessive blown or dead coat
I’m sure you have an extensive list, as well.
If you don’t want to get blamed for something, be proactive. Honestly discuss what you have found with the pet owner. You are the professional observer and trained professional. As a professional groomer, our job is not only to make the dogs look and feel better, it’s also to educate their caretakers.
Always remember, put humanity before vanity and do what is in the best interest of the pet.
Happy trimming!
Melissa
Have you ever been blamed for an injury you didn’t cause? How did you handle it? Let’s talk about it on our Facebook page with your Melissa Verplank family.
I Want a “Puppy Cut”
“Give my dog a puppy cut.”
Ask 10 customers or groomers to describe this style and I bet you get 10 different answers. On one hand, it’s a great conversation starter! On the other, it’s a quick way to discover how easy it is to misunderstand one another.
The puppy cut is popular because it works well on a wide variety of pets. Almost any breed that grows longer coat can be done in this easy-to-care for style. Yet, the puppy cut is also the most misunderstood haircut in grooming salons around the country. Why? There are no clear directions of what this trim actually is or how it should be done. It’s left up to individual personal interpretation by owners, groomers, or talented pet stylists.
The puppy cut started as a trim style for young Poodles in the dog show world. Once the puppy is a year old, it is put into the elaborate adult haircut for the conformation ring. Today, the term “puppy cut” is used very loosely. It can apply to a wide variety of different breeds. It’s highly adaptable to any size of dog or coat type.
Many owners love this style of trim – and with good reason. It’s cute, easy to care for, and easy for customers to remember by name. In this trim, the dog does not drag in dirt and debris from outdoors. Their ears don’t drag in the food or water dish. The need for brushing between grooming appointments is minimized. On smaller pets, bathing between grooming appointments is a breeze. What’s not to love?
So what is it?
Essentially, the puppy cut is one length all over. The most common length is between 1-2 inches over the body, legs, tail, head, and ears. Typically, it’s done with a clipper fitted with a long guard comb over the blade. There should not be any clipper marks, uneven coat, or sharp edges left in the fur. Next to a powerful clipper, high quality blenders are your best friends when doing this trim. Everything is soft and plush, like a fluffy puppy.
This is where things get tricky. In some circles the puppy cut can also be known as a teddy bear trim, summer cut, or kennel cut. I’ve even seen some salons turn their version of the trim into their “signature haircut.” Generally, the only things that change between these trims are the names and the length of coat.
It doesn’t stop there! Others associate the puppy cut with smooth-coated breeds like the Boxer, Pug, or Beagle. Basically, the idea is of a youthful, “puppyish” look. Hence the name.
With all these interpretations, it’s easy to envision things differently. While that’s not a bad thing, not being clear on what the final look will be can definitely affect the result and your relationship with the customer. If an owner is requesting this trim for the first time, be prepared to discuss the trim in detail. DO NOT ASSUME YOU ARE BOTH ON THE SAME PAGE! Communication is the key to a happy customer.
Getting a clear understanding starts with a conversation. Spend a few minutes with the client and the pet before the customer leaves your salon.
Getting the conversation right starts with the 3 L’s:
Look – Use those precious moments as your clients walks in to observe the pet. What do you see? These first impressions can be used to guide your conversation.
Lead – This is the time to ask for clarity. Ask leading questions about each area of the pet (body, head, ears, legs/feet, and tail):
- How do you want your pet to look? Smooth and sleek or fluffy and plush?
- What is the pet’s lifestyle? Is he the life of the party or a designated lap dog?
- How long should be coat be? Remember, “short” means something different to everyone. Be specific to be sure.
- How should the head look? The head and face are a big part of the dog’s personality. Getting this part right is very important to your customer.
Listen – Listen for details and clues. The customer may not know grooming terminology – that’s one reason they rely on you. Interpret their observations and preferences so you can create a clear mental picture of style options.
Now that you’re clear about what the customer wants, it’s time to put your talent and experience to work. A skilled pet professional will know how to make minor changes to the trim that will enhance the pet’s appeal. If the coat is too tangled to do the longer trim, you’ll be able to suggest alternatives that work best for his current condition. You can then discuss ways the customer can work on the coat at home to make it possible to have a longer, fluffier look as the pet grows out.
Educating clients on proper pet hygiene is a valuable service most salons offer for free to their clients. In order to keep the dog looking its best, you can offer suggestions for maintaining this haircut between grooming appointments. At home brushing and bathing can make a big difference in how they look and smell, too. You can also make suggestions on how often the trim should be done based on the pet’s lifestyle and coat texture. Always remember, your clients are the lifeblood of your business. Taking a little extra time up front for a warm and welcoming pet consultation will go a long way toward building a solid relationship with them.
Try these tips and see if it helps you get closer to your client’s idea of a puppy cut… the first time!
Happy trimming!
Melissa
What’s YOUR idea of a puppy cut? Share some pictures on our Facebook page with your Melissa Verplank family.