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Why Should You Trim the Pads of the Feet?

I’m a stickler on this. I simply hate seeing sloppy feet on a pet. Why?

Maybe because I have four big, furry dogs and I live on a farm. I know first-hand the more fur left in the pads of my pooches spells dirt and discomfort depending on the time of year here in Michigan. Or maybe it’s because in order to provide a quality pet grooms to clients – quality lays in the details. Details like getting the feet clean – really clean.

Let’s face it – once a dog is at home, the pet spends a lot of time snoozing. The feet are totally exposed, and so is your work. In my book, there simply is no excuse for messy feet. The process hardly takes any time when using the right tools and techniques.

Before we dig into the “how” to get perfect feet in a snap, let’s look at the “why” it’s important not to miss this area in the grooming process.

Health of Pet

Mats can cause discomfort between the toes and pads.
Mats and excessive coat between the pads traps moisture, causing skin irritation.
In winter climates, excessive coat causes ice and salt buildup between the pads and toes.
Excessive coat hides burrs, thorns, tar, gum, and a wide range of items that can be uncomfortable to the pet.

Cleanliness

A clean foot pad does not track as much dirt and mud into an owner’s home.

Visual

Trimming accentuates the proper foot type.
Clean, neat pads present a “finished picture” of a well-groomed pet.

TRIMMING THE PADS

Clipping the pads should take between 10 and 30 seconds per foot, depending on the size and attitude of the pet.

The blades used on most pets will range from a #15 to a #40. With any blade option, remember to always use a light touch as you clip. No heavy pressure and no digging into the foot pad.

Hold the clipper like a pencil. This will allow you the most flexibility in your wrist in most cases. Occasionally, an overhand grip on your clipper with give you a better range of motion depending on your position. Use the hold that allows you the most flexibility.

Following a routine will enhance speed and efficiency. Personally, I always like to start with a rear foot. By starting on a rear foot, you can note any adverse reaction the pet has to the handling its feet. If the pet demonstrates discomfort or aggression, you are in a better position to address the situation safely.

Lift the foot only high enough to get the job done. Most of the time this will be 4 inches or less from the tabletop. Anything higher than that could make the pet uncomfortable while you clip. Keep the foot as low to the table as you can and still be able to clip freely. The lower – the better. This will ensure both the pet’s comfort and safety – and yours – should the pet become unruly or try to bite.

When asking the dog to pick up its foot – start by sliding your hand down the pet’s leg, with your thumb and first finger closest to the table. As you approach the foot, gently lift and let your thumb and first finger rest flush with the pet’s foot pad. Holding the foot in this manner gives you the most control over the pet and reduces the risk of trimming up into the side coat of the foot. It also allows you to use your fingers as a brace to remove stubborn excessive coat from around the foot.

Keeping the clipper blade flush with the foot pad, lightly start clipping at the nail bed of the center two digits. Make a pass over the entire pad of the foot while barely making contact with the pads. The second pass should focus on the outside digits and then repeat the process on the opposite outside digits. At this point, all the excessive coat should be removed from the foot pad. (The outside of many foot pads can be “edged” at the same time.)

Finish the procedure by clipping between the large heel pad and the digit pads. Spread the foot slightly with one hand and make two soft bouncing motions into the crevice area. On the second bounce, follow through and gently scoop the excessive hair out of the way. Repeat on the other side of the foot pad. If the foot is heavily coated, rotate clippers and repeat the soft bounce and follow-through action from the opposite direction. Do not dig into the crevice if the fur does not come out easily. Gently spread the crevice apart and work at the difficult area with a light touch. (This is normally a very large mat that will have skin irritation under the matting.)

On smaller pets, you will remain in one spot as you move from one foot to another on the pet. Start with one back foot, then move to the opposite back foot. Next, proceed to the front foot nearest you. Finally, reach over the pet and trim the opposite front foot. On a larger pet, you will need to move your position slightly. Try to minimize how much you move while working from foot to foot. You will follow the same procedure for the smaller pet, except that you will reach under the dog to get to the off foot or ask them to sit and reach over them for the off foot.

The foot pads may be trimmed before or after the bath. There are pros and cons as to which procedure is best. If you trim the pads before the bath, you will not have to wash and dry the coat. The negative side is that you will have clipped through a very dirty coat that will act like sand paper on your blade. Waiting until after the bath allows you to work on a clean coat, which makes clipping easier and prolongs the life of your blade. In either case, the finish work cannot be started, nor the job properly completed, until the pads are trimmed and clean.

To learn how to apply the proper pressure to the blade while clipping the pads, practice on your own hand. Feel how much pressure is comfortable to you. With the clipper turned off, rotate and move it over your own fingers. This will teach you how to manipulate it in difficult areas. If it’s comfortable on your skin, it will be comfortable to the pet. When clipping a pet, always monitor the heat of the blade for safety and comfort.

As a professional pet groomer, time is money. Details count, even if it’s the bottom of the dog’s feet. Paying attention to the details also ensures you will have a loyal stream of repeat clients every week.

Happy trimming,

-Melissa

P.S.

[youtube]http://youtu.be/2yXBGGfBd44[/youtube]

Introducing the ALL NEW Learn2Groomdogs.com Website!

It’s a new look – AND MORE!

In 2010, we were thrilled to announce the launch of Learn2GroomDogs.com. It was something brand new to the pet grooming industry – an online library that streamed videos right to your computer, phone, or device. We opened our cyber doors with 60 videos and were thrilled with the response from professional and amateur groomers, alike.

Fast forward four years later and Learn2GroomDogs.com has over 500 videos – and we’re still growing!

Now we invite you to see our biggest surprise, yet… our brand new, completely reconstructed website with amazing features created just for you!

It’s beautiful and easy to use!

We wanted you to love looking at the site. It needed to be fresh and inviting, with crisp colors and beautiful photos.

The layout needed to be fun and functional with a logical format so you can navigate easily.

We wanted all of our information to be fun as well as informative. You’re our guests, so to make you feel more welcome, we loosened up a little and had some fun. We think you’ll like our new style!

Wait until you see our new Search feature!

We know how hard it was to find what you needed, so we really dug deep to make this the best feature. We’re thrilled with the capabilities of our new site. e

Search by Category

Choose from a wide variety of search items, including: video length, topic, and dog group.

Search by Expert

Find your favorite Training Partners – Melissa Verplank, Lisa Leady, Lindsey Dicken, and many more!

Search by Breed

Looking for Bichons? Poodles? Terriers? How about mixed breeds? We’ve got them!

… and because sometimes you just need to browse to find what you’re looking for, we’ve made that easier, too! Just type in a keyword to look around.

There are so many ways to find what you need!

Try it for yourself!

There is so much more to see and experience – it’s impossible to tell you about everything. Try it and see for yourself. You’re going to love the new Learn2GroomDogs.com!

Coming to you in January 2015!

How to Encourage Cold Weather Appointments

Do you live in a climate where you have seasonal changes in the weather patterns? For many groomers, the number of grooming appointments dips with the temperature. This can be a real problem if you rely on your grooming income to pay your bills!

How do you combat that problem? Encourage pre-booking.

It always amazes me how many clients have no idea what their pet needs in terms of coat care when the temperatures plummet.

Professional pet grooming is service driven. That means you must be a problem solver – even when your clients don’t know they have a problem! Thus, you become not only the problem solver but also the educator!

Just prior to some of the coldest weather of the season in the northern hemisphere, we have one of our busiest seasons – the holidays. Take advantage of your good fortune.

Here are 6 of the most common problems associated with colder weather:

Pet Hygiene: regular bathing is essential for pets that share our lives – and our homes.
Regular Brushing: keeps the tangles away along with other benefits such as distributing oils through the coat and promoting circulation of the skin.
Nails: they need to be trimmed and/or filed all winter.
Feet: many breeds need the hair between the toes trimmed to keep them comfortable while outside.
Coat Growth: it does slow down but trimming is still essential.
Dryness & Static: both the skin and the coat can dry out – special shampoos and conditioners can combat the both dryness and static.

As you check out every pet, assume the client is going to rebook in 4 to 6 weeks. Let them know that most pets benefit from regular grooming – even in the winter. It can be very helpful to have a marketing piece outlining the benefits of cold-weather grooming ready to hand out. Focus on the six items outlined above.

Always suggest the ideal time frame between appointments based on their dog’s coat type. Let them know you’ve saved a particular date just for them. If you know the client well enough, you’re going to know what they prefer for an appointment time. Offer that time to them.

If your clientele is price sensitive, try sweetening the deal. Offer a special winter incentive to book within 6 weeks of their last appointment date. $2-$5 off their normal grooming price is a common enticement to get them back on the grooming table.

Oops. You didn’t ask your clients to re-book?! Now what?

If you didn’t ask every one of your customers to rebook when they were in for their holiday appointment, don’t despair. For many grooming businesses, it is a bit slow right after the holidays. Take that down time to simply pick up the phone.

Systematically go through your appointments starting in the end of November and work your way to Dec 24^th. Make a simple and friendly “courtesy call” to get their pet set up for their next appointment. Don’t forget to include your special discount for booking within 6 weeks of their last appointment.

4 Typical Cold Weather Issues Associated with Grooming

It’s important to remember that coats and sweaters continually rub against a dog’s fur, constantly causing friction against the hair. If the coat is fur is longer, this can lead to mats and tangles. It’s best to remove doggie garments before they come inside. Remember, most of us don’t wear our heavy coats indoors. The same should happen with our pets. If they need a little added warmth, most folks opt for an indoor sweater. They can do the same with their dog.
For dogs that are very short coated or the coat is very thin, doggie garments for both outside and inside are great options. However, constant sweater wearing leads to doggie odor, dry skin, and lots of static. All problems that can be addressed with regular professional grooming.
If the dog normally gets a haircut, many owners enjoy a slightly longer style in the winter. Many of these longer styles are still low maintenance and easy to care for – especially if the dog is going out into the snow for a romp.
Some owners extend the time between haircuts. If their pet has the type of coat that could easily get out of control without regular brushing, you’ll definitely want to encourage maintenance appointments between full haircuts. Maintenance appointments would include a bath using a moisturizing shampoo and conditioner, a full brush out, minor trimming around the eyes and feet, and sanitary areas. Nail trimming, ear cleaning, and fresh bows or bandanna are nice touches. Generally, these types are booked every 2 or three weeks and offered at a reduced rate.

Still slow? Plan for it. (Okay, maybe NEXT year plan for it…) But for now – bask in the glory of a little time to yourself! Use the time to dig into those shop projects you’ve been putting off. Shorten your workweek to 4 days or knock off a tiny bit early on select days. Or best yet – schedule your OWN vacation!

Happy Trimming!

~Melissa

P.S.

Here is the new video from Learn2GroomDogs.com!

[youtube]http://youtu.be/A2KLqT_ztZA[/youtube]

How do YOU boost cold weather appointments?

The Art of Packaging – Gifts for Grooming Clients

I love this time year. There is so much to do. So many details to attend to. So many opportunities to visit with friends and family. So many thoughtful gifts to give and receive. Everything revolves around people we love and appreciate – including our clients.

For many of us in the pet grooming business, this is one of the busiest times of year. The fur is flying, clippers are clipping, scissors are sculpting, and festive bows adorn most pets as they walk out the doors.

This is also the time year that clients can be extremely generous with gifts. Do you have a special gift ready to reciprocate?

When I ran my mobile grooming business of 6 vans, we gave bags of assorted dog biscuit treats. Even though we packaged up the bags a day or two ahead of time, gift-giving for all our clients had become quite the chore.

At that time, a good friend lived with me. She was a fashion designer and has since gone on to become a very successful stylist for photo and video shoots. Her attention to detail was immense. She watched me early one morning as I was assembling the gifts. The kitchen was totally lined with white – individually decorated – paper lunch bags. There must have been at least 40 of them. I had CASES of biscuits lining the edges. “After all, each gift had to have a wide assortment…” or so I thought.

I would grab a large scoop of one variety of biscuits and start dropping a few into each bag. I would make my way around to every bag. Then I would move to the next variety of biscuits and do the same. Then, the next type of crunchy treat. The process seemed to go on forever until the bag was about half full. I would then fold the tops over and staple each of them.

My friend watched with her steaming cup of coffee for multiple days before she finally said to me, “Melissa, there’s a better way to do this. The gift is not about the size of the package – it’s about the presentation.”

“Really,” I said with raised eyebrows.

She came into the kitchen, opening the drawer that held my plastic baggies. She grabbed a plastic bag, a pair scissors and some pretty ribbon. She proceeded to drop 4-5 biscuits into the corner of the plastic bag. She tied the bag off with a pretty ribbon in a simple knot and trimmed the edges at an angle. Finally, she cut the excess off of the plastic bag top.

Ta-da!

She had created a gorgeous gift in no time. It was simple. It was elegant. It was classy. It was a gift that was easy to give and receive.

I must have learned that lesson almost 30 years ago. I still carry it with me today. The gift isn’t necessarily about the size of the gift or the cost. It’s about the presentation.

It did not take us long to graduate from the small plastic baggie. The generic baggies required trimming to make it appear presentation worthy. We quickly discovered you can order bags and a wide variety of custom sizes.

Today we look at the items we need to package. We order plastic bags that are appropriately sized to custom fit whatever we need to package. Dog biscuits gift bags to welcome packages and everything in between.

We have used this principle over and over again in all of my companies with great success. The next time a client gives you a generous tip – or a plate of holiday cookies – you’ll have something worthy to hand them in exchange.

Happy Trimming!

~Melissa

P.S.

Here is the new video from Learn2GroomDogs.com!

[youtube]http://youtu.be/3L4ZEo9XPmk[/youtube]

Customer Service Basics

This is the time of year when we think a lot about being grateful. As someone who works with people every day, I often think about customer service and how much of it makes an impact on our business and ourselves.

It’s easy to take your customers for granted when your shop is booked out several weeks in advance – or if you’re the only game in town. Sooner or later, another business like yours is going to spring up nearby. Are you ready? If all things are equal…

convenience
location
quality
price

…what do you do to set yourself apart? When your clients have coffee with their friends do they say, “They aren’t that great, but they’re so close to my house…” OR “I have to drive out of my way to get there, BUT IT’S WORTH IT.”

I’ve been to many businesses, large and small, corporate and home-grown, where the service has been so great that I was already making plans to come back before I even left the store. And it wasn’t even that they did something over the top for me – you know the stories:

The guy who wanted a lemonade with lunch but the restaurant didn’t have it, so a server ran to the store next door and bought one for him.
The store clerk who gave out the wrong change and walked to the customer’s house to correct the situation. (Yes, that WAS Abraham Lincoln.)

I’m not only a customer service provider, I’m also a customer.

I always think about both sides of each business transaction when I’m eating in a restaurant or picking out new pens at the office supply store. I expect to be noticed when I enter a business establishment, be treated fairly by someone who doesn’t treat me like an interruption, and helped to get what I need in the most efficient manner possible so I can get on with my day.

While the stories above are nice, I would never expect someone to go so out of his way that it makes the next customer in line wait (I’m not the only person in the store, nor am I more important than anyone else.) Or have the rest of the staff have to work extra hard to cover everything because one of their co-workers was being monopolized. I personally believe that when I enter a store as a customer, I am entitled to the services and products they provide. I do not believe I am entitled to receive a custom order every time I walk through the door.

With that being said, I do have standards and expectations for how I treat customers and for how I expect to be treated. When I feel I’ve received great service, it’s because:

I was greeted with enthusiastic and authentic friendliness as soon as I walked through the door. Did they stand up and come to me instead of shouting across the lobby? Which makes you feel more welcome?
They knew about their products and could help me find and choose the right one for my needs. I felt confident about my purchase.
The business was clean, organized, well-lit, and smelled nice. ‘Nuff said.
The employees were well-groomed, easily identifiable as staffers, and seemed to like their jobs. (I don’t expect business suits. I expect clean and neatly kept hair and beards, clean clothes appropriate for the business, and appropriate language being used.)
There were enough employees to handle the workload. I don’t mind waiting, especially if they’ve acknowledged me. A quick smile and a look that says, “I see you – I’ll be with you as quickly as I can,” is enough. Ignore me – I’m gone, no matter how fast my money is burning a hole in my pocket.
The parking lot, sidewalks, and exterior were neat, well-lit, and safe. Nothing fancy – just clean.
My transactions were completed correctly and I was treated like a valued guest even as I walked through the door. Nothing gives you buyer’s remorse faster than staffers high-fiving and congratulating themselves on the sale before the door even closes behind you.

These are the basics, folks. We can go on and on about more possibilities and in greater detail, but the bottom line is this: great service is what brings people back. It should be the reason people come to your business, not the reason they don’t.

Remember, even if you are booked for an entire year in advance, there’s no excuse for taking your client for granted. Be thankful – this is the time of year when we think about this the most! After all, just because they have a recurring appointment in 6 weeks doesn’t mean they’ll keep it if you don’t treat them well.

Being busy does not excuse rudeness with clients – it’s not their fault that you don’t have enough people to handle the workload, even if it’s just for that afternoon. Your problems are not their problems – sharing your burden is not the service they were hoping you’d provide. Believe me when I say I understand about staffing budgets… sometimes you can’t afford to hire anyone – I’ve been there.

Do your best for each client.

Be present.

Be nice.

And above all…

SMILE… and be thankful.

You just might find that you enjoy your day a little more.

~Joelle Asmondy

Learn2GroomDogs.com has hundreds of videos to help you become the groomer and businessperson you’ve always wanted to be. Check out one of our videos here:

[youtube]http://youtu.be/alZtP-F7yDk?list=UU6QEPG7JG7exQRpEr9e_nHA[/youtube]

Nine Seconds to Make a First Impression

You meet someone for the first time – it could be a new client walking through your doors, someone at a grooming trade show or a new team member.

The moment that stranger sees you, their brain makes a thousand assumptions. It might be a new client or someone you meet anywhere else. You are giving off clues about yourself before you ever begin to speak. They are gathering a wealth of nonverbal clues about you.

What are nonverbal clues?

Nonverbal clues include all the ways you present and express yourself, apart from the actual words you speak. Things like eye contact, gestures, posture, body movements, and tone of voice. All of these signals can convey important information that isn’t put into words. They are extremely important at work and in business. Perception is reality.

If you are dealing with a prospective customer – the following items will instantly fly through their head upon your first meeting:

Are you trustworthy?
Will you be kind to their pet?
Do you have the skills required to groom their dog or cat?
Are you likable?
Are you confident?
Will you charge a fair price for your services?

These impressions form at lightning speed. Making major decisions about another person happens within seconds of meeting them.

In business, first impressions are crucial. You can’t stop people from making snap decisions – the human brain is hardwired this way as prehistoric survival mechanism. However, you can understand how to make those decisions work in your favor.

First impressions are more heavily influenced by nonverbal clues than verbal clues. In fact, studies have found that nonverbal clues have over four times the impact on the impression you make than anything you say.

Here are nine nonverbal ways to make a positive first impression with a grooming client, a new team member or a new business associate.

Present yourself professionally. Blue jeans, sweatshirts, T-shirts and a baseball cap are not professional. If you are in your shop or van, wear fresh garments that repel dirt, grime and hair. At a trade show? Dress in ‘professional casual.’

Pay attention to details. Hair style, light make-up (for women) and your nails all give strong visual cues. Having fun with personal style is fine – as long as it stays a little more on the conservative side. Over-the-top piercings, tattoos and gauges will not instantly form a positive impression on most people you meet – especially prospective clients.

Attitude – attitude – attitude. People pick up on your attitude instantly. Before you turn to greet someone, or address a team member, or walk into a trade show, think about the situation. Make a conscious choice about the attitude you want to project.

Fine-tune your posture. Position and authority are non-verbally conveyed by height and space. Standing tall, pulling your shoulders back, and holding your head high are all signs of confidence and competence.

Facial expression. Human faces are incredibly expressive including the eyes, eyebrows, mouth, and any other movement. Open your eyes slightly more than normal to simulate the ‘eyebrow flash’. This is the universal signal of recognition and acknowledgment. Emotions such as anger, happiness, hurt, and boredom are all easily expressed with facial movements.

Smile more. A smile is an invitation, a sign of welcome. It says you are friendly and approachable. Smile at the pooch too. Owners love that!

Make eye contact. To transmit energy look at someone’s eyes. Looking into someone’s eyes indicate interest and openness. And if that person has a pet in tow, make sure you look into the pets eyes as well.

The handshake. This is the quickest way to establish a connection. It’s also the most effective. Here’s an interesting fact. On average it takes about three hours of continuous interaction to develop the same level a rapport that you get with a single handshake. A firm handshake indicates a strong personality. But don’t crush someone else’s hand – as groomers, our hands are typically really strong! A weak handshake is taken as a lack of strength.

Lean forward slightly. Leaning forward shows you’re engaged and attentive. But be respectful of the other person space. That normally means staying about two feet away.

Every encounter from chatting with new clients, going to trade shows or attending training sessions presents an opportunity to meet people. It’s a great way to network, expanding your professional contacts. Making a positive first impression counts. You’ve got nine seconds – but if you handle it well, those nine seconds are all you need.

~Happy trimming,

Melissa

PS.

You should check out our videos on Learn2GroomDogs.com. Here is a featured video clip from our channel on YouTube:

Closet Organizer

I talk to people in and outside of our industry every day and I am always looking to learn something from every conversation, not matter how short or long the conversation happens to be. Sometimes the conversation is very short, a simple phone call to check in with staff at the office or colleagues in the field, and sometimes the conversation are much more lengthy, which could include planning meetings or networking opportunities. All in all, everyone has something to say and there is always something to learn.

Recently, I was speaking to someone on a plane about their business. We engaged in the standard reciprocal greeting when we found ourselves sitting next to one another and then proceeded to go to work on our laptops. After clicking away for about 30 minutes, I happened to pick up a vibe that the man I had said hello to just a little while ago is in some form of law enforcement or military, I wasn’t sure yet. So, being the social butterfly I am, I asked. Boy am I glad I did!

The man was a retired Marine who is now working as a management consultant. I was instantly intrigued. I asked him what lessons he learned from the military that he felt were the most valuable to him in his new line of work. He answered very quickly. His top pick was “systems” and “standards”.

Wow! I couldn’t agree more and I let him know this. I told him he was going to be the inspiration behind my next blog post. You see, we often times catch ourselves in situations that take up a huge amount of energy addressing the same problem over and over again in our business. Sound familiar? Why does this happen? How can we prevent this? What do we need to do or become to help ourselves? We need better systems and standards in our business. Here are some ways you can help yourself. Please understand, however, there will be an investment of your time and energy creating and documenting these things, but like any other investment, do it correctly and you should yield positive results.

No matter the size of your business, (yep, even if it is only you) all businesses deserve a systematic way of creating accountability. The best way to do this is to “declare” to everyone in your business, staff and clients, that you have standards you wish to operate by and expectations you intend on being held accountable to. Here’s a quick tip. If you want your staff to understand and accept the notion of accountability, the business must adopt this mentality first.

The easiest way to make promises to staff and clients is to define a clear picture for everyone what “correct” looks and feels like. While some may feel this is subjective, and I agree to a point, your business is your business and you get to make the rules. This culture of “correct” starts with the hiring and training of staff. From the first minute you meet a potential employee in an interview, be sure they have a clear understanding of your standards. From the first minute you meet a potential customer, be sure they too have a clear understanding of your standards. The employee is accountable to you and you are accountable to your customers.

There are some mechanisms or tools you can put in place to help you with this definition of “correct” and the organizing of your thoughts, direction, standards and accountability. Setting standards is a way of organizing your business, your time, and your efforts so that everyone is pointed in the same direction. I compare a loosely run business to the chaotic nature of an unorganized closet. It takes effort to continually mind the clothes, hangers, shoes, boxes, hats, and various other things found in your closet, but there are few things more frustrating than not being able to quickly identify what you have, what you need, and what you want to wear. If everything in your closet were always perfectly hung, in order, and in good condition, wouldn’t your day be much brighter? Wouldn’t your attitude be more positive? Wouldn’t this save you a lot of time? Be a closet organizer for your business. Keep things organized and take control of your situation.

Here are just some of the tools of organization that you might find handy. If you have some of these in place, congratulations. If you don’t, consider starting today! If you need help, reach out to me. I have developed templates that can help you get started. I have done the hardest part for you. I have identified the skeleton outline of the content needed; you just need to customize them for your business!

Safety Manuals
Employee Manuals
Operations Manuals
First Aid and Veterinary Protocol
Employee Agreements
Take care and I wish you and your business the very best!

This guest blog by Joe Zuccarello is used by permission from the author. To see more from Joe, check out his blog at: High Performance Tips for Pet Industry Professionals

Nail Mending Kits

As a professional pet groomer, you know it’s going to happen. Sooner or later you’re going to accidentally trim a nail too close to the quick – and it’s going to bleed.

You know that while the pet is in your salon, you have the resources to correct the problem: a pinch of styptic powder, firm pressure for at least 30 seconds. Done. Fixed nail.

But in the back of your mind, you have those nagging questions…

What if the nail breaks open again?
What if the nail breaks open in the car?
What if the nail breaks open in their home and gets blood all over the carpet?
How was the client going to feel?
How are they going to stop the bleeding?
How are they going to clean up the mess?

None of these scenarios will leave a positive impression with the client. So, how do you head off this problem? How can you turn a negative into a positive?

Simple.

Being honest with your client is a proactive way to deal with this common occurrence. I have a standing policy that our salon will pick up the tab for any professional upholstery cleaning that is needed if the toenail breaks open at home. Because we hand out these nail mending kits, our emergency upholstery cleaning budget has been reduced dramatically.

We automatically send the client home with a nail mending kit whenever we have to use styptic powder to stop the bleeding from a quicked nail. We’ve been making these packets for over 20 years. They work like a charm, they’re easy to make with the right equipment, and are super inexpensive.

Start by telling your client which toenail had been trimmed too closely. Some clients don’t know what this means and it can be a little scary to them. Remember, this might have happened a few times in your salon and you know what to do, but it might be the first time they’ve experienced this with their pet. Be patient. Empathize with them – you want them to know that you care. You want them to know that you take even minor injuries seriously. While you want to validate their concerns, you also want them to know that quicking a nail is fairly common and can occasionally happen on any pet. The good news is that it can be easily fixed and that there shouldn’t be any more issues with the foot. Encourage them to take steps to prevent the nail from re-opening, such as avoiding walks on pavement or abrasive surfaces for a few hours. That should do it – but just in case the nail starts to bleed again it home, we give them the solution to fix a bleeding nail at home.

So what is in a nail mending kit? Just three items:

a small plastic bag,
a mini instruction sheet,
one gelatin capsule of styptic powder.

It sounds like a lot, but guess what? They’re super easy to make!

First, you need a capsule making machine. You can them at most health food stores or online along with the gelatin caplets. These handy little machines allow your make up 25 to 30 capsules at a time.

Next, you want a large container of your favorite styptic powder. Follow the directions on the machine to create the capsules. I recommend putting a piece of paper underneath the machine to catch any spillage so it can be returned to the container. You may wish to use a mask during this process, as the powder can be irritating. Don’t forget to completely seal your container of styptic powder when you’re done. This stuff can quickly harden if not kept in an air-tight container.

Once you’ve made up a couple batches of the nail mending capsules, pop them into small plastic bags. We use small Ziploc-type bags that we purchase in bulk from a packaging company, like U-Line. Because we prepare them in advance, having a bag/pouch that zips to seal ensures that the powder won’t dry out.

Lastly, you’ll also include very clear, simple instructions on how to utilize the powder (see our example). It is VERY important that the client understands that this IS NOT an oral treatment. The client will need to break the caplet apart, pouring the powder onto a piece of paper towel or a small paper plate. Next, they need to take a small pinch between their fingers and apply it to the end of the toenail that is bleeding. It is important that they hold it for on the end of the nail for at least 30 seconds.

If they have any questions or concerns if the nail breaks open at home, we always encourage them to call us first.

Here’s another bonus trade secret to give your clients: hydrogen peroxide removes blood. It usually does a nice job of removing blood from carpet, fabric, or the dog’s fur. We also encourage them to test a small spot first before they use hydrogen peroxide in on a larger area. Just in case.

As a pet groomer, I always want to get the nails as short as possible without causing them to bleed. The last thing I want to do is make a dog uncomfortable. Trimming nails too close is unpleasant for you, the dog, and the owner. Unfortunately, accidents do happen. Nails get trimmed too short – and they will bleed. It is going to happen – period. By being honest with our customers and supplying them with a nail mending kit, we have reduced the negative consequences and let them know we care.

Here’s a video on the topics that you can see on Learn2GroomDogs.com

Happy Trimming,

~Melissa

P.S.

If you like this blog, you might want to read last week’s issue.

10 Tips for Trimming Nails in a Professional Grooming Salon

We all dread this phone call.

You’ve just groomed one of your favorite client’s dogs. The nails were super long so you trimmed them. You accidentally got one nail too short. It bled.

A lot.

You didn’t panic. You had the tools and know-how to fix the bleeding toenail. You successfully stopped the bleeding and finished the groom. The dog left your salon looking fabulous and with nicely trimmed nails. You might have even painted them – pink.

Half an hour later, the client calls in a panic. Their freshly groomed pooch is bleeding from a toe. It’s getting all over everything – and they have no idea what to do!! Their back hall looks like a war zone. There is blood everywhere!! And to make matters even worse – the carpet is light cream-colored.

The client wants to know two things:

How do they stop the bleeding?!?!
What are you going to do about their new cream-colored carpet??

What do you do? You have a very upset client on your hands, a dog with a bleeding toenail, and probably a huge carpet cleaning bill. You groan. You shake your head in disbelief. You kick yourself for not checking that nail one more time before the pet left.

Sound familiar? Yep. If you’ve been grooming dogs professionally for any amount of time, you know first-hand what I’m talking about.

Personally, I’m not a nail Nazi. I will get nails as short as I can without bleeding them. However, I have groomers that are a bit more diligent about getting nails trimmed back so they don’t tap the floor. They routinely have to use a styptic powder to get nails to stop bleeding.

Whether I’m dealing with a groomer who believes in getting nails short or someone who is a bit softer on the nail front like me, I still have rules.

Here are my 10 Nail Trimming Guidelines:

Trim nails as closely as possible without creating a bloodbath.
If you do trim a nail too close and it bleeds, use it is as a reference guide so you don’t repeat trimming another nail too short.
If you do bleed a nail, use styptic powder to stop the bleeding. Apply a generous pinch of powder to the nail tip. Hold FIRM pressure on the end of the nail for a MINIMUM of 30 seconds (count OUT LOUD!). If the nail is REALLY a bleeder, hold the powder to a count of 60.
If there is blood on the fur, clean up the area with hydrogen peroxide.
Check the nail again before the pet leaves.
ALWAYS inform the client if any nail was trimmed too short. Let them know what toe it was and have them keep an eye on the foot.
Instruct the client not to let the dog run across abrasive surfaces like concrete or asphalt for the next few hours.
Always send the client home with a nail mending kit that includes a small amount of styptic powder and instructions on how to use it.
If they have ANY problems, inform them to call or text the shop immediately.
If the nail breaks open again in the car or at their home and the client needs professional help to clean up the blood, pay the bill – no questions asked.

These are the policies I put forth in my shops. If you run a professional salon, nails are occasionally going to be trimmed too closely. By following my 10 step action plan when the inevitable does happen, we are proactive in our customer service approach. We the head off all problems prior to the pet even leaving the shop with a nail that is trimmed too short. Hopefully you will, too.

-Happy trimming,

Melissa

Here’s a video about nail art you won’t want to miss!

[youtube]http://youtu.be/GW3VUhh_YsE?list=UU6QEPG7JG7exQRpEr9e_nHA[/youtube]

Tips for Booking a Smooth Holiday Season

Don’t blink. The holidays are going to be here before you know it. Are you ready?

If you have a reasonably busy salon – and have been at this for a few years – you know the holiday season is crunch time. In a very narrow window of opportunity, you will be busy grooming the regular clients in your database.

Every

one

them.

Are you going to let your clients run rampant over you or are you going to take charge of the situation before it runs out of control?

The holidays are a special time of year. Yes, it’s one of the busiest times for a professional grooming salon. However, it’s also the time of year to enjoy time with those closest to your heart. If you are chained to your grooming table throughout the entire holiday season – how can you possibly enjoy your family and friends?

Sure, keeping your customers happy is important, but so is your family. So are your close personal friends. Don’t let the insanity of the holiday season put a damper on your festive mood.

Believe me, I learned the hard way, too. Grooming super long hours up to 14 days straight before Christmas left me totally spent and exhausted. I was definitely a Scrooge throughout the entire holiday season. I knew I had to make a change when one Christmas I literally slept through the entire day.

Here’s a trick I implemented a number of years ago. It’s worked like a gem for me and my teams.

We start looking at our holiday season in September. We start booking our top priority clients months out. How do we figure out which clients those are? Simple.

We start pre-booking all our premiere clients based on the number of weeks between grooming appointments. It’s a service we offer to our best clients for free.

We work in the following order:

Weekly clients get top billing. They get their choice of premier times and days. Once those clients are booked, we move to our biweekly clients. Next, our two-week clients are booked, then we move on to our three-weekers and so on until we reach the end of our 6-week clients. Always go in that order.

By the time we complete pre-booking all of our holiday appointments, there are very few holes left to fill with other regular customers. Those are the only other customers that we would take. Any customer that walks through our doors for grooming appointment during the holiday season MUST have a history with our grooming salon. During the peak holiday season, we never take a new customer.

Once we started utilizing this type of scheduling, the three days prior to a major holiday were a breeze. Almost every dog on the schedule is at least a three week client. How hard is it to groom dogs like that? You know the answer to that – they are EASY!

To me, that’s this best way to deal with the holiday season. Take care your best customers. Set limitations on how many dogs you going to do per day. You will be busy but you won’t (and shouldn’t) be chained to your grooming table during the entire holiday season.

Never forget the true meaning of the holidays. They are meant to be spent with family and close friends.

Have you already pre-booked all of your holiday appointments? Excellent . You’re well and your way to having a joyful and well organized holiday season. If you haven’t already started booking those clients – don’t waste any more time. Start now.

You can see more on this topic – and so much more – on Learn2GroomDogs.com.

-Happy trimming,

Melissa

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