Home » News » Page 8

Blog » News

Get ’em Talking

The lifeblood of any successful business is positive word of mouth marketing – but how do you get people to talk about you? The answer is simple.

Dynamite customer service.

When it comes to creating amazing customer service, there are a few things you need to focus on.

delight your customers
earn their trust and respect
be interesting
make it easy for them to talk about you

Going the extra mile pays huge dividends. Yet sometimes you don’t have to even go that extra mile. Sometimes it’s the simple things like:

helping people and their pets
solving problems
treating both the client and the pets with dignity and respect
creating a warm, clean, and safe environment

If you genuinely care about your business and your career – none of the items listed above are difficult.

One my companies, Whiskers Resort and Pet Spa, is phenomenal at impressing people which in turn gets them talking. We do virtually zero paid advertising. Instead, we focus on those four key elements listed above; delighting our customers, being interesting, earning our clients’ trust, and making it easy for them to talk about us.

Here are a few examples.

We offer full facility tours ANYTIME we are open to the public. We have extended hours from 6 AM until 9 PM Monday through Friday. On Saturday and Sunday, the resort is open from 7 AM to 8 PM.

When folks tour the facility, it is an automatic wow factor. Even though we have 180 rooms for the dogs, it is always spotless. It’s wide open and inviting. The noise levels are not out-of-control for a facility the size. One area of any pet care facility most people do not give a lot of thought to but it makes a HUGE impression. The smell. Rarely is a tour given where the participants don’t comment on this fact. We normally get that wide open expression people get when they are surprised. They look at us and say, “I would never guess there are over 200 dogs here! There is NO doggy odor!!” We pride ourselves on the fact that it always smells fresh and clean.

Our tours get people talking. Stop and think about it – what do you think someone is going to do as soon as they leave the tour? They have just experienced an amazing place that can help them solve many problems when it comes to their beloved family pets. Most of our prospective clients race home to tell their friends and family. Almost all of them become customers.

Here is another way to foster word of mouth marketing. Photos and events. Over the years, the Whiskers team has hosted many special events for both our overnight guests and doggie daycare clients. The entire goal for these events it to get people talking in the community. The parties are promoted through our monthly client newsletter and Facebook page. It works.

In fact, parties and photos worked so well, we’ve scaled back the amount of parties we offer. Why? Because we operate at over 100% occupancy rate during most of the summer season, almost all weekends through the year and major holidays we’re booked out weeks – if not months – in advance.

Even though these examples are talking about a pet resort – the grooming spa feeds off the same frenzy the word of mouth marketing creates. At the resort, the grooming department is open 7 days a week and with two shifts running on most days.

So how do you apply this type of marketing to your business?

First, make sure you have remarkable grooming and customer service skills. If there any weak links – fix them. You need to be able to delight your customers with your grooming skills while winning their respect and trust. Once you have done that, then you can start getting creative with the fun stuff. How to get clients and prospective clients talking about you. What will make you interesting? What will make you stand out from your competitors? If you are successful – people will start talking about you.

Remember, you need to make it easy for your customers. If they adore what you were doing – they will automatically love talking about you with their family, friends, coworkers, or anyplace people gather.

So here are a few ideas that you can use to help spread the word while making it easy for others to find you. On every piece of promotional material that goes out, whether it be print or in digital format, your name, address, and contact information easy to find and readily accessible.

Facebook Page – Make it appeal to your customers. Have fun with it. Post appealing photos you take while working. Add items that would be of general interest to the bulk of your customers. Pet general health. Fun things to do with your dog. Behavior and training articles. Recipes that cater to dogs or cats. Find things that will make people smile and laugh that are pet related. Always keep it clean. Always keep it professional.
Email Addresses – In this digital age, capturing an email address is more important than a street address. Having a robust email contact list will be your most economical source to stay in touch with your customers and potential customers. Always – always look for ways to collect email addresses.
Create a Monthly or Quarterly Client Newsletter – Electronic newsletters do not have to be long. Two or three smaller articles or points of interest are generally enough in our fast-paced information loaded society. Combine the articles with a few promotions you have scheduled for the month or for the quarter. And make sure it easy for your customers to share the newsletter through other social media outlets.
Special Events – Even if you do not have room to host a full-fledged party, don’t let that stop you from doing something special for your customers are participating at events. Most small towns have a parade – maybe they are taking part. What about charity dog walking events? Matching themed T-shirts and bandannas combined with freshly groomed dogs from your salon can make a big impact in the community. Maybe you give them a free spa upgrade with a special gift to take home. On Valentine’s Day, make sure every dog leaves with a special treat – maybe a rose with a card attached to it “signed” by the dog. Maybe you do a free pet facial or pet-i-cure. Whatever the event – make sure you have the promotional materials at your fingertips. That will make it easy for them to pass along your contact information when they talk about whatever interesting event you just hosted. Pay attention to details.
Encourage people to talk about you – Post signs around your salon. On your front door. Add it to your receipts. Make sure it is on all your informational handouts and service menus. Encouraged people to speak in a positive light about your services. Make it a personal goal to make your customer smile – or better yet – aim for a reaction that makes them gleam as they say thank you. Do something memorable!
Business Website – Make sure that it is clean and easy to navigate. It doesn’t have to be long or lengthy. With smaller businesses, simplicity can go a long way. Pictures are worth 1000 words – so make sure you use high quality images to support your text. One of the most popular pages on any website is the gallery. This is a wonderful place to showcase your facility and or your work. You don’t need 100 photos – that would be overwhelming and too difficult for most devices to download. 10 to 15 of your best images will do. Also, don’t forget to make sure your website transfers cleanly between computer and handheld devices.

These are just a few ideas to help you get folks talking about you. There are thousands of ways to get the ball rolling – it just takes a little forethought and creativity on your part.

Happy customers are always your greatest advertisers. If you expect them to share their experiences with you, you’re going to have to help it along. To spur it along, make sure you give people a simple message to share and then ways to help them pass it along to others.

Remember, you need to give prospective customers and clients a positive reason to talk about you. People do not talk about things that bore them. They do not talk about just acceptable service. The only talk about things that excite them. Delight them. Wow them. If you focus on making your customers happy, earning their trust and respect – they’re going to start talking about you.

Word-of-mouth marketing is the most effective form of marketing any service company can do. It will far outperform any coupon or paid advertisement you can run anywhere. When people share their experiences about your company to their friends, family, coworkers and associates, It’s the highest compliment they can get. They are putting their trust in to you. They are encouraging people they know to use your services. That’s success and that’s the reason you need to get them talking about you!
Happy Trimming!

~ Melissa

P.S.

How do YOU deliver amazing customer service? Go online and tell us about it on the Learn2GroomDogs Facebook page.

How to Avoid Stress & Burnout

Professional stress and burnout is the number one thing that stops a successful career in its tracks. So how do you keep it from happening? How do you keep your job fresh? Fun? Rewarding?

Here are a few of my top suggestions.

Difficult Dogs

Dealing with difficult dogs or cats is one of the biggest challenges we face every day. You know the feeling in your gut when you see them on your appointment book. Those feelings of dread, anger, and sometimes fear – those negative emotions that get associated with one pet or client. You begin fretting about them right away, don’t you?

I don’t know many people who enjoy dealing with an uncooperative pet. One of the easiest ways to minimize your stress level is to simply eliminate them from your schedule.

There are plenty of nice, well-behaved dogs in the world to groom. I strongly suggest not doing any more than you can handle confidently and safely. Your skill level should dictate how much you can comfortably take on. Typically, the more experience you have, the more challenging the pet you can safely handle. To stay safe, know your limits – and the limits of the pet entrusted to you.

Here is the rating scale I’ve used to rate a dog’s (or cat’s) personality.

#1: Perfect angel on the grooming table. We love these pets!

#2: Bouncy and wiggly. Does not respect rules and boundaries but is not mean or nasty. They are a bit of a handful to deal with on the grooming table.

#3: Will bite when provoked (tugging on mats, cleaning ears, and trimming nails). With the exception of these trigger points, the pet can tolerate the rest of the grooming process.

#4: Will bite – even the smallest thing sets this personality type off. They cannot be trusted. A well-fitted muzzle can be helpful – and many times, necessary. They require a seasoned and experienced handler/groomer to keep both the pet and the person safe.

#5: Dangerous and unpredictable. Eyes will typically glow red or green. Good candidate for veterinarian-supervised grooming with a sedative.

You should consider charging extra for handling difficult pets. They take more time to groom – and time is money. Let your fee reflect it.

Difficult owners

This one can be a little tricky. If they are just mildly annoying, deal with it professionally but don’t put any more effort into the client than needed to keep them at bay. If they are rude and nasty, most likely they are just that way all the time – that’s how they go through life. I would do a great job for them, just like with any other client, but I would not go out of my way to do anything “special.”

If they are difficult to deal with AND neglect their pooch or do not respect my time, I would charge extra for that.

Just as we rate our dogs, at times we will rate difficult owners.

I have no problem referring #4 or #5 rated pets and/or owners to another groomer who might be more successful in meeting their needs (i.e. – always fire them professionally and politely).

Lateness

Nothing is more frustrating than a client who does not respect our time! We give them a 15-minute window to arrive, either to arrive to their scheduled appointment or to pick up their pet. If they do not arrive within that window, it counts as a strike against them. For arrivals, we have a three strike rule…

Strike one: we let them off with a mild warning.
Strike two: we remind them how much we value our time. If they can’t value it as well, they will need to look for another stylist.
Strike three: we fire them.

If they do not pick up their pet prior to our posted closing times, we give a few extra minutes. As soon as we know they are running late, we try to get in touch with the owner. If the owner calls and can give us a reasonable estimated pick-up time, my staff has the option of waiting for them if it’s beyond closing time. I will post a hefty late pick-up fee (in 5-minute intervals) but leave it up to the employee to charge it. If they waited, they get to keep the entire late pick up fee as long as they collect it. If we can’t reach them or have not heard from them, we’ll bed the pet down for the night. We leave a pleasant note on the door for the client. We simply state our hours and let them know we look forward to seeing them in the morning. I have heard many salons charge an overnight fee, too.

5 More Quick Suggestions

Each one of these could be a blog topic on its own. However, for right now, I’ll just toss these out there for you to ponder.

Keep learning to make your career interesting while allowing you to expand your career opportunities.
Take time for yourself and your family.
Maintain physical health and wellness through diet and exercise.
Learn to say NO when your schedule becomes overwhelming.
Charge enough for your services. Avoiding living paycheck-to-paycheck.

Don’t forget the little things that made this career attractive to you in the first place – never forget WHY you followed this career path. This is a career with UNLIMITED potential for those willing to stay focused. Work hard – and never stop learning. How cool is that?

Happy Trimming!

~ Melissa

P.S.

Go online and tell us what you think on the Learn2GroomDogs Facebook page.

The NEW Notes From the Grooming Table is HERE!

Notes From the Grooming Table has become an industry staple in most grooming salons. My guess is you have at least one copy tucked somewhere in your shop. Others have it right out in the open. The pages are stained, worn, and tattered.

I love seeing books that look like that!

The original Notes was released in 2004. It took three years to create the book. Lisa VanSweden did an amazing job illustrating the entire thing. It was a massive undertaking. There were times I questioned if we would ever complete it. At that time, I was questioning my sanity…

Thanks to all those copies tucked away in grooming salons and on book shelves around the world, Notes From the Grooming Table became one of the most popular grooming books ever written. I don’t question my sanity anymore.

Fast forward 10 years. The AKC was adding recognized breeds at a record pace. New grooming tools were being added to our tool kits. Coat types we had not seen before were walking into everyday pet salons. Styling trends were changing on a number of breeds. I knew it was time to think about updating Notes.

Like everyone else, I had a lot on my plate. When I first created Notes in the early 2000s, I only had one business, The Paragon School of Pet Grooming. Today I oversee four different companies, each with additional sub-companies. It was a lot easier for me to focus solely on writing the book on the first go around. Even then, there was an ongoing joke within my team. They all swore my husband Marc locked me in my home office and threw food under the door. In all honesty, they were not far off – especially in the last 6-8 months. Seven days a week with typical days running between 10-16 hours each.

We started talking about a revision in 2013, but it took until the fall of 2015 before the pieces fell together. Lisa and I felt like it was the Fall of 2003 all over again. The focus and the commitment to this revision was just as intense as the last 6-8 months on the first edition.

As we were getting close to finishing up the written section of Notes (I lost count on how many rounds of proofing went into the new version!) it dawned on us the cover needed to be updated. Hmmmm...

“How do we handle that?’ I thought to myself at the end of a very long day. We were tossing color options around and having a hard time deciding. Then it hit me. The cover should be the color of a nice glass of red wine – something we were all going to be celebrating with once this massive project was finished!

As I write this – I can see the finish line. Yesterday the very first three books hit the office HOT off the press. I don’t even think the ink was dry! We are definitely closing in on the finish line of the Notes From the Grooming Table revision. I can taste a lovely bottle of Cabernet Sauvignon about to get uncorked. If we dribble any on that new front cover, no one will know!

What’s inside? What’s new? Here’s a preview of what has been added to the Second Edition of Notes From the Grooming Table. Check it out.

THERE’S MORE! We’ve added 145 more pages.
2 NEW Bathing & Drying sections – including Hairless and Rustic Coats.
We’ve added tools and products that did not exist or were not commonly used in pet grooming prior to 2004.
Trim style trends on many of the breeds have been updated – including pattern lines and profiles.
NEW! What each dog group was designed to do.
Replaced the art on a number of illustrations to better showcase the breed.
Changed the terminology of guard combs to reflect the diverse brands in use today.
Additional illustrations to add clarity to grooming instructions.
Grooming directions for 51 new breeds added to the AKC since Notes was first released.
FINALLY! A complete index for easy reference.
Added the Miscellaneous Group section.

I’m so excited for this second release. Notes has stood the test of time and continues to be a leading reference guide in our industry. It’s been exciting to team up with Lisa VanSweden again to add all the new breeds while utilizing the easy to follow format that has made Notes From the Grooming Table so popular.

The art and diagrams as well as the easy to follow directions continue to be the hallmark of the book. Every bit of this book was created in the USA – from conception, to creation, to printing, to distribution.

I’m super excited to share this with all of you. If you loved the old Notes From the Grooming Table, you are going to LOVE the second edition!

Make sure you watch previews and announcements coming out. They will tell you where you can get your own copy in the upcoming weeks. We have some special deals we are working on right now if you are one of the first to place your order.

Happy Trimming!

~ Melissa

P.S.

Go online and tell us what you think on the Learn2GroomDogs Facebook page.

This Little Gem is One of Your Best Marketing Tactics

There’s a secret to marketing your salon. Do you want to know what it is?

~ Bows ~

That’s right, bows. Well-made, brightly colored, and altogether wonderful, bows. The bow is your secret weapon and one of your best marketing tools.

“Seriously?! I thought bows were just for decoration?”

Bows are a genius marketing tool. They bring attention to your business. In a nutshell, that little splash of color is doing your promotion work for you.
How?

The best part about this tip is that you already know the answer. Look at this page. What grabbed your attention first? Was it the pictures? The colorful text? If so, that’s no accident. The eye is naturally attracted to bright colors.

Beautifully groomed pets attract even more attention when they have a bright splash of color. Applying bows as a finishing touch on a marvelous groom is a sure way to generate interest.

Getting attention is the #1 goal of any marketing campaign. Beautiful bows do that in a fun and attractive way.

Accessorizing a freshly groomed dog can be a highly successful marketing opportunity. Adding colorful bows to a pet can be the perfect way to get owners talking about your styling services any time others see them.

I learned this trick when I was very young, with our family’s first dog.

When we traveled, we’d send our Golden Retriever to a local kennel before we left. When we picked her up, she’d always be freshly bathed and sporting a simple, felt fabric bow on her collar. The bow color would change with the seasons, but this simple bow was there every time.

In our small community you could always tell when a neighbor had been traveling, because his dog would be wearing the same type of bow. As we stopped and chatted, mixed in with the conversation would be the name of the kennel and how wonderful they were.

If that basic little bow had not been there, the kennel name would never have been mentioned, and a marketing opportunity would have been missed.

I carried these lessons of my childhood over into my grooming business. Every dog that stepped out of my salon or mobile van had this bright finishing touch – unless the client requested otherwise – which wasn’t very often.

The bows were always subtle and stylish. I used the seasons and holidays to dictate the color and themes of the bows.

Christmas and springtime bows were always popular. At Christmas, we pulled out all the stops to add a festive sparkle and shine to the bows. In the Spring, we made basic bows adorned with small silk flowers. After a long Michigan Winter, this fun little bow lifted everyone’s spirits.

Successful people know that the difference between good and great is in the details. Bows and finishing touches are part of the entire service package you offer to your clients.

Making attractive bows does require finesse. It takes a bit of time to learn. But once you figure out a method that works well for you, you will be limited only by your own creative spirit and time.

Many professional groomers and stylists use down time to create bows, in the same way that many people use knitting or crocheting to relax.

However, if basic bow tying just isn’t for you, there are many companies that specialize in wonderful, ready-to-use bows. We encourage you to use them!

There are thousands of ways to market yourself as a professional pet groomer. Choosing to accessorize a freshly groomed dog can generate lots of word-of-mouth advertising. Adding colorful bows to a pet gets people talking about – and remembering – your styling services.

Isn’t it time you took advantage of the best sales tool for your business?

Happy Trimming!

~ Melissa

P.S.

Did this idea help? Go online and tell us what you think on the Learn2GroomDogs Facebook page.

To see videos on this topic, click here!

3 Things You Need to Know to Groom Any Breed (What You Need to Do If a New Breed of Dog Lands on Your Grooming Table)

It’s a day like any other when you get a phone call from a client:

“I have a (insert breed here). Do you know how to groom them correctly?”

Um…

You’ve never groomed this breed before. In fact, the closest you’ve come to one is seeing it at a dog show. Maybe you’ve never even heard or seen the breed before.

“Why yes, Mrs. Jones, we certainly can make your Bedlington look like a Bedlington!” you say confidently as you book the appointment for the following day.

You hang up the phone and reality sets in. You’ve never seen this type of dog cross your grooming table. You don’t have a clue how to actually groom it correctly. What do you do?

The first thing I would tell you is – don’t panic!

Here are three core strategies you need to groom any breed of dog.

Have strong technical skills. If your clipping, guard comb work, scissoring, blending, and basic hand stripping skills are good, you should be able handle this without much of a problem.
Have a solid understanding of canine anatomy. If you understand how bones and muscles create a sound dog, it becomes even easier.
Know how to translate a breed standard. If you can interpret the written breed standard into a visual, you’re golden.

So what is your next step? How are you going to be confident when that client walks in the door tomorrow?

Your next step is to look up the breed in reference books. If you have an American Kennel Club (AKC) Complete Dog Book (or a similar book from your country), start there. This will give you the official breed standard. Review the breed profile. Read about the history of the dog to gather clues about the dog. After a quick scan, you I have a good idea of the size, temperament, and structure of this new dog. Most books will also have photos that accompany each breed. If you don’t have an official breed standard book handy, you can always look it up online.

Once you have become familiar with the breed itself, take a look at your grooming books. Review the instructions. Compare the instructions to what you have read and saw in the breed standard.

The Internet is an invaluable research tool. Use it wisely. Most breeds will have a parent club that hosts an official site for the breed. Spend a few minutes reviewing images of top winning dogs in their galleries. With a little luck, you may even find grooming directions or links to grooming directions from dedicated breeders.

As groomers and stylists, we are a visual bunch. “A picture is worth a thousand words.” This is so true for us. I love to do Google image searches of breeds I’m not familiar with. Here’s a tip to finding good images. When you enter terms in the search bar, add keywords like: AKC Champion Bedlington Terrier or UKC Champion Fresian Water Dog. There is a big difference if you type into your search engine, “images of Miniature Schnauzers” verses “images of AKC Champion Miniature Schnauzers.” You will pull up a WIDE assortment of images. Some will be great. Others not so great. Some will be worthless. And others will be totally off the mark. You need to have enough knowledge to filter through the images, finding the best images to suit your needs.

Use a little caution when looking up information online. Always remember – not everything posted on the internet is correct or presents the best image of a breed. Make sure you use all your resources to gather the most accurate information possible.

Watching videos on the breed in question is also a great option. Again, a word of caution – not every “how to video” on the internet will be beneficial. Today, anyone can post a video online. Unfortunately, there is a lot of poor quality grooming being featured – especially if it is free. Go to trusted sources like Learn2GroomDogs.com that are truly qualified to demonstrate how to groom a particular breed.

Yes, you need to do a little research. Will it require a little effort? Yep.

However, if you have those three nuggets of knowledge, you will have the foundation skills to groom any breed.

strong technical skills
solid comprehension of canine anatomy
ability to interpret the breed standard

With those 3 skills, you can groom any breed of dog that comes your way.

If you are a newer stylist or just don’t have the time to do all the research, there is a shortcut. Notes From the Grooming Table will allow you to fast track your knowledge. Simply grab the book and turn to the breed you have a question about. We are just about to release the fully updated Second Edition of Notes From the Grooming Table. Keep your eyes open for how to get this revised edition – announcements on how to get yours will be available soon.

As pet groomers and stylists, we get to see plenty of dogs. It’s rare and exciting to get a breed you are not familiar with. Most of us pros enjoy the challenge of learning about a new breed. Figuring out what we will need to do to make the dog look like it should – or could – look like if the owners allow you to groom it correctly.

I know, I know… many owners just want the hair shaved off once they walk through your door. Or the dog is in such poor condition, the only humane option is to shave the coat off and start over. That’s always a disappointment once you’ve put in effort to educate yourself. Hopefully, the new client motivated you to learn few new things you can add to your knowledge toolbox even if you didn’t get to execute the trim!

Happy Trimming!

~ Melissa

P.S.

Did these tricks help? Go online and tell us what you think on the Learn2GroomDogs Facebook page.

‘Twas the Week Before Christmas

Welcome to my blog! For the next few weeks, my marketing expert, Joelle Asmondy, will be filling in for me while I work on a large project. Joelle is a whiz with marketing. I can’t wait to see which helpful tidbits she shares with you! Enjoy!

It’s the week before Christmas and everyone rushes
from Bichons to Shih Tzu’s with clippers and brushes.

Tis our busiest season and everyone knows it.
We’re stressed and we’re tired – though nobody shows it!

The shop is set up to be warm and inviting
and we’re all so grateful that no dogs are biting!

With bathers in aprons and stylists in smocks,
our team is assembled and watching the clocks

when out in the lobby arose such a clatter
we ran to the front to see what was the matter.

With leashes in hand, we kenneled pups safely,
(We never take chances with anyone’s safety!)

Our beautiful lobby, once tidy and neat
was now complete chaos with guests on their feet.

The source of the barking and noise was no grander
than just a big dog with delusions of grandeur.

A big ol’ sweet mixed breed so lively and quick,
we knew in a moment he must be “Saint Nick.”

“Saint Nick” is just “Nicky” but everyone knows
the kind of behavior he typically shows:

“Down Nicky! Don’t eat that! Get back here! Stop hissin’!
Don’t do that! Stop barking! Why won’t you please listen?!”

From the top of her lungs her owner did shout,
“Now stop it at once or I’ll take you back out!!”

With legs like a hurricane Nicky did fly
to each couch, chair, and person who stood closely by.

He tangled up leashes, to laptops he flew.

He knocked them aside – stepped on their dogs, too!

And then when we thought he was settling down,
he jumped, and he barked, and spread drool all around.

We all scrambled to help and use calming voices
before customers wished they had made different choices.

Saint Nicky was filthy, from his head to his toes
and his hair was all matted (you know how it goes).

A shoe lace of slobber completed the mess
and where it would land was anyone’s guess.

His eyes – how they twinkled! His dog tags, how clinky!
His coat – how atrociously pelted and stinky!

His sweet little mouth was drawn up in a grin.
We wondered just what in the heck he’d rolled in!

His stump of a tail knocked bystanders down
as he turned, and he dashed, and he slobbered around.

He shredded a jacket with teeth like a knife –
it’s clear he was having the time of his life.

Nick’s owner was clearly in over her head –
her own hair in tangles, her face turning red.

(She’d given no training and took no advice
And now this poor woman was paying the price.)

We got Nicky settled and gave him a bath
and cleaned up the messes he left in his path.

At the end of it all, he shone like a champ.
(We did the best possible – he was still slightly damp.)

He ran to his master, who gave us a smile.
We knew she would need to rest up for a while.

But we heard her say exclaim she drove out of sight –
I’m so sorry ’bout that! Please have a good night!”

Make it a great day!

~Joelle Asmondy

P.S.

How are you getting through the holidays? Jump over to the Learn2GroomDogs Facebook page and tell us.

Am I a Good Boss?

Let’s take a little poll:

How many of you own or run a salon?
Which of you have a degree in business or have taken any business classes?
Has anyone taken any management classes?

That sounds about right.

One of the best things about going to trade shows is meeting people. I get to talk to people from all over the country and I love it when they tell me their stories. We talk about dogs (of course), dog books (um, yeah!), and working with dogs (why not?). It’s a great way for me to stay in touch with our clients’ needs and find out what people are really thinking about.

Let me share a conversation that I have all the time…

“I became a groomer because I love dogs. At first, I just had a few clients. It started with friends and family, then their friends heard about me, and I got even busier. I got to the point where I had to hire someone just to keep up! Now I groom, book appointments, answer phones, run my own business, AND I have (one, two, three…) groomer(s) working for me!”

Sound familiar?

I love that so many dog grooming businesses have grown in such an organic way. It starts with a passion, grows because we’re needed, and thrives because we’re good at what we do. Our clients keep coming back because they know we love their pets and care about their health and safety.

The flip side to this is that very few people who own or manage these businesses have any formal training in supervising employees. We suddenly find ourselves in the role of “boss” simply because we needed help. For many, it’s a natural fit and the transition is painless. For others, the change is more challenging.

The question of the day is, “Are You a Good Boss?” The answer may surprise you.

I reached out to folks from the industry and asked them about the best qualities of their managers. Many of the answers were similar. Let’s look at the answers together and see if we can understand what it really means to be a good boss.

“I’ve grown a lot by working here.”

Do you take the time to offer praise as well as constructive criticism? In busy salons, it can become easy to fall into the habit of communicating like our furry customers – we bark at each other instead of talking. Don’t let a hectic schedule become an excuse for bad manners or meanness. Remember, you’re not just running a business, you’re building a culture. Do you want yours to be team-oriented or hostile and withdrawn? Things don’t get done any faster or better with rudeness than with courtesy.

“She’s willing to try new ideas.”

If you want employees who step up and really help out, you have to be open to trying new things. “That’s the way we’ve always done it,” will quickly kill initiative. Employees who feel like they have input into bettering the process tend to stick around longer and contribute more to the overall business. After all, isn’t that what you need?

“He’s organized.”

If you are constantly running late, running out of stock, and running out of patience, you could be running yourself right out of business. Let your team help you get things in order. Delegate duties that are well-suited to them. It empowers them and also takes a few things off your plate.

“She encourages me.”

I once worked for an amazing supervisor who motivated me just by being encouraging. I tried a new sales approach once, and it went so well that she had me present it to others in our district. Knowing that she believed in me did more than compliment me, it made me want to work even harder!

“He tells me how I can improve in a positive way.”

Two words: constructive criticism. It’s easy to tell someone when they do something wrong. If you want change that sticks, it takes a little more work.

Use the sandwich technique: tell them what you liked, tell them what needs to change, then offer positive feedback.
Be specific: saying something is done wrong is not helpful. WHAT was wrong about it? HOW should it be done next time? WHY is it important that it be done right?
Don’t attack the person, attack the problem: telling someone they’re terrible at trimming nails hasn’t solved anything. Look at the problem – in this case, quicking too many nails – and look at technique. If a person isn’t trained properly, they can’t be blamed for doing something wrong.
Don’t assume they know what you mean: it may sound simple to you, but it may not seem that obvious to them. It’s impossible to over-communicate.

“We never stop trying to get better.”

Complacency is the enemy of good business. Successful businesses are always trying to become better, more efficient, and less wasteful.

“She says, “thank you.”

Those are magic words, aren’t they? Thank you for staying late. Thank you for helping me carry in the supplies. Thank you for helping that elderly client to her car. Recognizing effort boosts morale and encourages them to keep giving their best.

“He tells me what is needed and doesn’t expect me to read his mind.”

“I shouldn’t have to tell them…”

“It’s just plain old common sense!”

Work on removing these phrases from your vocabulary. Just because you’ve done something a thousand times doesn’t mean other people understand it as thoroughly as you do. Take a minute, take a breath, and give them the benefit of the doubt.

“She recognizes effort even if we fall short of a goal.”

All success is success. It’s ok to be excited about progress even if you didn’t get quite all the way there. Learn from the experience and try again. Sometimes shared enthusiasm or experience is what’s needed to really make things happen.

Whether you became a manager by choice or by coincidence, it’s important to know how to be a good boss. Building a team and a business takes work – and you don’t have to do it alone. By developing a positive culture, you’re helping to make a better work environment that will attract better employees, will help keep your best staff, and will make your days a lot better.

What topics would you like us to cover? Jump over to the Learn2GroomDogs Facebook page and tell us.

Click here for a complete video list to make searching Learn2GroomDogs.com even easier!

Make it a great day!

~Joelle Asmondy

Learn2GroomDogs.com Wins Big!

Sept 19, 2015 was a fabulous night. My Learn2GroomDogs.com team had the honor of accepting the 2015 Barkleigh Honors Award for Website of the Year. This is the second time we have won the award, but this year it was with a brand new website!

Let me take you behind the scenes. Learn2GroomDogs.com started as a dream. A big dream.

I knew video content brought clarity to the learning process. We had seen it ourselves with our training program at the Paragon School of Pet Grooming. We introduced our own series of core grooming videos to the program in 2008. Those videos made a huge impact on how rapidly our students developed in the hands-on training program.

Professional pet grooming is an amazing career. Unfortunately, many find it challenging to move their careers forward without convenient access to continuing education. Once I saw how well our students preformed after watching our video lessons, I knew I was on to something.

For two years I thought about how I could help more people with video learning. How could we make it easy? Accessible? Affordable? What would the lessons be? Who would present the training? For two years my head was bursting with ideas yet I could not come up with the ideal solution.

I firmly believe in the “Law of Attraction.” What you think about becomes a magnet. Thoughts become things. They naturally become a part of your life.

In 2010 my husband and I stumbled upon my answer at a large equine event. I was not looking for it – but there it was. On a huge TV we both saw digital streaming videos. Hundreds of them. The company was educating riders around the globe. They were using Olympic caliber riders as their video trainers.

It was simple. It was accessible to the learner. All it took was a high-speed internet connection. And the best part – it was affordable to the subscriber! Members had unlimited access to hundreds of training lessons at their fingertips. All the lessons were taught by the best of the best.

My jaw dropped. I knew I had found my answer.

We spent the next few months learning everything we could about building a streaming video company.

For the first 4 years we partnered with that equine business as we built Learn2GroomDogs. The learning curve for my team was immense. As we built the company and the video library, our platform needs changed.

Late in 2014 we started building our own platform to better meet the desires of our members. You know that saying, “If you knew how difficult something would be, you’d never take the first step…” That was us as we undertook the new platform for Learn2GroomDogs!

Again, the law of attraction was hard at work. We found an amazing team of talented computer programmers and designers. My team worked closely with them to create the new platform. It took almost 6 months to build the new site and many LONG hours.

It was launch time in early in 2015. Our goal was to keep the transition as seamless as possible for our members. We swallowed hard. Crossed our fingers. We all said our own silent prayers. There was a lot of information to transfer. Even though we had tested, and tested, and tested – we were all still very nervous. I think the entire team held their breath as we flipped the switch from our original platform to the new one.

We did it! It worked. Sure we had a few glitches to clean up but overall, the transition was a huge success. Learn2GroomDogs.com had a new home and a new look.

We are thrilled with how the site came out. Our aim was to make the new site as user-friendly as possible. We wanted the look to be clean, simple, and easy to navigate. The site search engine needed to be very powerful so members could find what they needed with just a few keystrokes.

Today we have over 600 pet grooming video lessons in the library (it keeps growing!). Fresh lessons are added every week. We are fortunate to work with a wide range of extremely talented top industry professionals as our Training Partners. Currently we have over 45 Training Partners. The best of the best.

I love the fact that this platform lends itself to a wide range of industry driven topics. It’s like going to a major educational trade show but doing it from the comfort of your home.

We are honored to accept the 2015 Barkleigh Honors Award for Website of the Year. I’d also like to thank my entire team for making Learn2GroomDogs.com a reality.

Marc LaFleur: Co-Founder, Assistant Educational Resource Director, Film Director & Cameraman

Marc is my #1 supporter and husband. He also is the man behind the camera on 98% of the videos. Marc brings a unique perspective to the lens. He is a long time Certified Master Groomer, former mobile stylist, and grooming instructor. His experience with grooming and training allows him to focus in on the critical elements when it comes to pet grooming techniques as he is filming. Marc also spends countless hours behind the wheel when we travel to film with our Training Partners across the country.

Joelle Asmondy: Customer Service Director, Marketing & Sales, Newsletter Editor and Geek Trouble Shooter

Joelle wears MANY hats in this company. Her outgoing personality combined with marketing savvy, editorial skills, and techie obsessions allow her to excel in her roles at Learn2GroomDogs.com. Joelle is always there to help any of our team or assist Learn2GroomDogs members with a wide variety of needs. She is also my go-to person for all our newsletter and marketing needs. I do all the writing for Learn2GroomDogs.com – but Joelle has the eagle eye. She’s a brilliant editor!

Teresa Dreese: Customer Service Representative, Accounting & Billing Director

Teresa has been with my team for almost 20 years. She started as a star graduate of the Paragon School of Pet Grooming. She has worked her way through the ranks at Paragon from being an instructor to the school’s Director. Teresa is an award-winning pet stylists and a Certified Master Groomer. She has been the Coordinator for GroomTeam USA as well as a Board Member for that organization. Her eye for detail in the numbers is astonishing. She shines at the job most of us run the other way from – accounting and billing!

Ryan Walsh: Video Editor & Technical Support

Ryan has been our long time technical guru. His formal IT training began with his military training in Desert Storm. Today he’s one of those guys that can fix anything with a gum wrapper, paper clip, and a battery. Besides being totally “geekie,” he took many classes on photography and videography. Ryan was a part of my team long before Learn2GroomDogs.com was formed. When we needed advice on camera gear, lighting, and editing, Ryan jumped in with both feet and has never looked back. When it comes to tech support for my team and our members, there simply is no one better.

Lisa VanSweden: Artist, Assistant Customer Service Representative, Assistant Editor & Social Media Advisor

Lisa is an early graduate of the Paragon School of Pet Grooming. She went on to become an instructor at the school. She was a printed wildlife artist before she became a pet groomer. She has been able to combine her passion for art with dog grooming. Lisa has gone on to become a highly recognized artist in the field of pet grooming education with her work in Notes From the Grooming Table, Theory of Five along with many other projects headed up by myself. Lisa’s educational illustrations can be found in other pet-related organizations, as well. Her desire to help pets and people combined with her grooming knowledge makes her a perfect assistant in many facets of our work with Learn2GroomDogs.com.

The Team at Imagination Factory: Website Creation & Development

Ted, Kate, and Mike were the front players on this team – but I know there were many more behind the scenes of this core group. It was an amazing experience working with this talented team. They skillfully led us down a very cluttered and confusing creative process. Their end result was nothing short of brilliant!

The Learn2GroomDogs.com Training Partners

I still pinch myself when I think of the phenomenal professionals we get to work with on all the video lessons. There is not a lesson in the L2GD library that I have not learned something from – and I’ve been playing in this field for a very long time! I’m thrilled and honored to work with every one of them!

Our Learn2GroomDogs Members

Nothing excites me more than to help other become the best they can be. By becoming a member and watching the videos, you are taking an active role in growing your skill set. I love that! This career path is so rewarding for those that are passionate about their job. I’m privileged to be able to help you on your educational journey.

Barkleigh Productions

A special thanks to Barkleigh Productions for managing and hosting these prestigious awards. There are many categories in which industry professionals can cast their votes. It’s a privilege just to be nominated – let along WIN an award. Thank you for making the Barkleigh Honor Awards such an amazing industry event.

Thanks to YOU! Jump over to the Learn2GroomDogs Facebook page and visit with us.

Happy trimming,

~Melissa

Correcting Behavior During Grooming – Learn the 4 Keys to Successful Pet Handling

If you are a long time pet professional, you’ve probably mastered today’s topic. If you are fresh to the industry, you are probably struggling with it. How do you handle the dog that does not want to cooperate with the grooming procedure?

You’ve heard me say this about dogs before – but let’s do a quick review.

They are hard-wired to think like a dog.
They are a predatory pack animal.
They are silent communicators.
They read body language.
They respond to energy.

The most over used word in a dog’s vocabulary is “no.” It’s a common enough word, but it means nothing to them. Why? They hear it all the time. How often is that word spoken every day? Pet owners are constantly “crying wolf” around the dog.

It’s typical. Dog owners overuse the “no” word, yet never back it up. They don’t project the energy necessary to stop the behavior. Thus, they do not convey a strong pack leader presence. The issue they are trying to correct continues unchecked. Many dogs are not trained to understand basic rules and boundaries within their own family pack.

Dogs that are unruly, wiggly, or mildly aggressive on your grooming table have not had consistent training at home. You see it in your shops, salons, and mobile units don’t you?

It’s painful to watch someone who does not understand how to project authority work with these dogs. They think they can win the dog over by using high-pitched baby talk. First, they coo to the dog. Next, they try to reason with it. Not only are THEY getting more and more frustrated… so is the dog. Plus, any staff members within earshot of this ineffective banter are about to lose their minds!

The dog continues to be unruly… wiggly… mildly aggressive. The groomers’ frustration builds. Next, you hear:

“No!”

“Stop it”

“Quit it!”

“No! NO!! NO!!!”

As they spew out the words, their breathing is becoming short and rapid. Their energy is weak. They are losing control of the dog. Someone is going to get hurt – either the dog or the groomer.

So how do you stop this acceleration of bad behavior?

#1. Stop using the word “NO.”

#2. Remember the 3 C’s – stay Calm, Cool, and Collected.

#3. Correct undesirable behaviors before they manifest into an action from the dog.

#4. Be consistent, consistent, consistent.

First, you need to have the proper equipment. Always have control over the dog with a kennel lead or grooming safety loop. The leads and loops need to be adjusted high on the neck, right behind the ears.

On leash, keep mild tension on the lead. Not so much that you are choking the dog, but enough so that you can control the pet. Once you know the pet, you will probably be able to relax the lead tension if they are mild-mannered and well-behaved. Adjust the tension of the grooming loop so that there is a very slight amount of slack when the dog is standing comfortably.

Here’s a trick for working with new dogs that I learned ages ago. I teach them what MY sound is for correcting an undesirable action. I use a sound – not an actual word. It comes from low in my gut, coming out sounding more like sharp grunt. While I use the sound, my breathing is deep and slow. My eyes are steady on the dog. I’m giving the dog eye contact that means business (women, you know what I’m talking about! We all have ‘the look.”). I gently, but firmly, redirect the dog as I wish them to behave.

As soon as the dog cooperates, I soften my eyes and my hands. I might give a calm, single word of praise combined with a gentle, reassuring stroke.

The SECOND the dog makes a move to repeat the undesirable action, I repeat the correction. I am consistent in the training. I never step out of the 3 C’s mental zone: Calm, Cool, and Collected

My 10 Rules When It Comes to Dealing with Challenging Pets

Never work on a pet that you feel is dangerous to itself or to you.
Always maintain the 3 C’s: Calm, Cool, and Collected.
Remember that dogs are silent communicators that respond to energy.
Never take an unfamiliar pet from the owner’s arms.
Always maintain some form of physical control.
Become a lifelong learner of canine psychology and body language.
Remember that not all pets are candidates for all professional grooming settings.
If the eyes glow red or green – DO NOT GROOM THE DOG.
Humanity always comes before vanity.
Your hands are your livelihood – always protect them.

We will constantly be faced with less than cooperative pets in our careers. It is always better for you to win the trust and cooperation of a pet for the grooming process. Most of the time, this translates into becoming a highly effective dog trainer.

Dogs are hardwired to think like dogs. We love them, even treat them like children, but we need to remember that they are not humans. They are dogs. The more experience you can have handling dogs, combined with actively studying their language, their psychology, the more effective you will become.

Remember these four important rules. Do not use the word “no.” Always abide by the Three C’s: Calm, Cool, and Collected. Correct undesirable actions before they become an issue. Finally, be super consistent in everything you do with a dog.

What techniques do you use to redirect challenging behaviors? Jump over to the Learn2GroomDogs Facebook page and tell us about it!

Happy trimming!

~Melissa

Canine Influenza

If you’ve been watching the news lately, you have probably heard about the newest illness threatening our pets. Canine influenza (CI), or dog flu, is a highly contagious infection that can have serious implications not only for our pets, but for your business and our industry.

The dog flu originally appeared in Korea, China, and Thailand. Earlier this year, an outbreak occurred in Chicago. This flu can spread quickly from dog to dog by contact with respiratory secretions and contaminated objects. Any dog, regardless of age or breed can fall victim to this illness. This virus can live on surfaces for up to 48 hours, on clothing for 24 hours, and on hands for 12 hours. That means that infected dogs that come into contact with these items can potentially pass on the illness:

Food and water dishes
Collars and leashes
Dog toys
Kennels
People who move back and forth between healthy and infected dogs

Experts estimate that 20-25% of exposed dogs will become infected, but may show no actual signs of illness. 80% of infected dogs may develop the flu and have mild symptoms such as a persistent and treatment-resistant cough, similar to kennel cough. They may also include sneezing, runny nose, and fever.

A small percentage of the infected dogs may develop serious issues, including pneumonia or even bleeding in the lungs. Death is also possible in some cases.

Diagnosing and treating the illness should be done by your vet. Most dogs recover within 2-3 weeks.

Those of us in the pet industry must take a leading role in preventing the spread of this illness. That means making a serious upgrade in how we look at cleaning and disinfection of our facilities. Kennels, grooming salons, vet’s offices, and dog parks can help increase – or reduce – the chances of spreading the flu. Because it can take 2-4 days after exposure to develop the flu, it’s important to take steps to prevent the illness before symptoms appear. Being proactive is the best defense.

An outbreak of the flu in your area can have devastating results. Your clients could be affected. Even your own pets can be at risk!

Imagine what would happen if your salon or kennel experienced an outbreak? No one wants a pet to experience a serious case of the flu, or even mild symptoms of the illness.
What would the impact be on your business? You would surely see a difference in your daily bottom line as pets become ill and need to stay home to recuperate.
What about your human clients? Would they feel like you took the necessary steps to prepare for and prevent an outbreak?
Are you prepared to answer questions about the flu? What about your staff?

Preventing the Flu: Step One

It’s important to be plan and be prepared. That means educating yourself and training your staff on what to do if you are in a risk area. Do you make calls to remind your clients of their appointments? That’s a great time to talk about the health of their pet.

Know what you’re going to say before you place the reminder call. That way you know what questions to expect and will be able to answer them without sounding unprepared. Knowing what you are going to say also reduces panic and hurt feelings from sensitive clients.

You might consider creating educational materials for your clients to take home. Those of you who send emails to your clients may consider sending out a newsletter with details about the illness so they can monitor their pets more closely. Posting informative links on your social media outlets is also effective.

Remember – you’re not trying to frighten your guests, so having a script to refer to is a great tool. Know the facts and use them to help create a team with your clients so you can work together on preventing an outbreak.

Step Two

You and your staff should know what symptoms to look for. If a pet client shows signs of illness, it should stay home.

Remember, you are a trained observer and not a vet. You shouldn’t diagnose the pet. But you can certainly suggest that contacting their vet might be a good idea.

Infected pets should be isolated from other pets – that means no trips to the dog park, the kennel, or the grooming salon. If you need to send a pet home, immediately disinfect the area once it leaves your building.

Step Three

Get out your rubber gloves – it’s time to disinfect and sterilize.

The flu virus is killed with routine disinfecting products that contain quaternary ammonium compounds (e.g., benzalkonium chloride), aldehydes, phenols and those with 10% bleach content.

Clean all surfaces, kennels, tubs, tools, equipment, floors… anyplace a dog has been or you have touched after coming in contact with a dog. Get to work on the entry way to your building. Don’t forget your lobby and seating areas. And pay attention to your offices supplies such as phones, pens, and anything else you pick up every day. That leads us to…

Step Four

Wash your hands! Do it before and after eating. Wash them after touching a pet. Scrub them after touching the garbage. Are you doing it right? The Center for Disease Control (CDC) says to follow these guidelines:

The Right Way to Wash Your Hands

Wet your hands with clean, running water (warm or cold), turn off the tap, and apply soap.
Lather your hands by rubbing them together with the soap. Be sure to lather the backs of your hands, between your fingers, and under your nails.
Scrub your hands for at least 20 seconds. Need a timer? Hum the “Happy Birthday” song from beginning to end twice.
Rinse your hands well under clean, running water.
Dry your hands using a clean towel or air dry them.

Remember that educating yourself and your client is a great defense against canine flu. The better prepared you are, the better your chances of preventing or reducing an outbreak in your area. Don’t wait until it’s too late to understand the risks and your responsibilities. The sooner you understand how you can help, the healthier your pet clients will be.

To read more on Canine Influenza, click here .

Happy trimming!

~Melissa

Blog » News

Share this post!

Share this post!

Share this post!

Share this post!

~ Bows ~

Share this post!

Share this post!

Share this post!

Share this post!

Share this post!

Share this post!