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]

Last night I was sitting with Misty Fowler, our grooming department manager at one of my companies, Whiskers Resort & Pet Spa. It was our annual Christmas party.

Our conversation touched on the amazing growth that company had accomplished in the past few years. Misty beamed as she reported, “The grooming department is only $2,800 short of achieving our annual goal. And we still have the entire month of December to go!”

I was intrigued. She went on to explain how they did it.

A year ago she determined what she wanted for a growth rate in the grooming department. She figured out what that number would be based on the current year’s annual sales for the grooming department.

Once she had her annual target, she divided it by 12 to give her a monthly goal. Taking it one step further, she divided that monthly number by 4.3 to give her a weekly goal to aim for. Finally, she divided that weekly number by six to give her a daily target. She now had a clear road map. She, and her team, knew what they had to do to reach their annual goal.

As we go into the early part of December, most grooming salons have a lull during these few weeks. This is a great time to set some goals for the following year.

Misty’s numbers were broken down annually, monthly, weekly, and finally daily. You can do the same thing for any financial goal you want to track.

Take a moment to think about what you want to do next year financially for your business and/or for yourself. Figure out a goal. Map out a plan. And follow the written road map to your goal.

So here’s the 5 step formula.

1. Look at the previous year’s sales.
2. Work out a realistic growth rate for your situation. Do it in a percentage format.
3. Times last year’s annual sales by that percentage to come up with an amount. Add that amount to last year’s sales give you a solid goal amount to aim for. Take that total goal amount for the year and divide by 12. That will give you a monthly goal.
4. Take the monthly goal amount and divide by 4.3, the estimated number of weeks in each month.
5. Finally, divide your weekly amount by the numbers of days you work or your salon is open.

Now you have your own custom road map to follow to achieve your personal financial goals. Keep it in an area where you can see it all the time. Refer to it regularly to ensure you are on the correct path.

This is what it would look like if we put real numbers to the formula.

(Note: if you take a two-week vacation and your salon does not stay open, drop the weeks to 4.2 for a closer calculation)

By breaking the numbers down to a weekly target, the easier it will be to follow. If you are wavering off the path, your daily and weekly targets will make it easy to recognize. You’ll be able to realign yourself before you go too far off base.

As Brian Tracy says, “Goals give you that sense of meaning and purpose, a clear sense of direction. As you move toward your goals you feel happier and stronger. You feel more energized and effective. You feel more confident and confident in yourself and in your abilities. Every step you take toward your goals increases your belief that you can set and achieve even bigger goals in the future.”

So what do you hope to achieve financially for your business or career next year? Take the time to set the goals and create a step-by-step map to achieving YOUR personal goals, today.

Here’s more from Misty from our YouTube channel:

[youtube]http://youtu.be/E1AvS2WH8ls?list=UU6QEPG7JG7exQRpEr9e_nHA[/youtube]

Happy Trimming,

~Melissa

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]

After working professional in the pet grooming industry over 35 years, the only time I worry about dealing with clients is the Christmas holiday season.

The two weeks preceding the actual day can be a chaotic mess.  With Christmas shopping, decorating, baking, family gatherings, holiday socials to attend, and every regular client you have wanting to be booked as close to Christmas as possible . . . phew!  December can be an exhausting month!

But, wait – t doesn’t have to be!  Christmas organizing all year round will let you create that picture perfect holiday without nearly the stress.

Getting Organized & Ready

The Salon

1. Is it clean – really clean? Floors, walls, kennels?
2. Is the lighting up to snuff?
3. Are your laundry machines working properly?
4. Are the tubs draining?
5. What are the conditions of your pet dryers?
6. Are your blowing fuses on a regular basis in one outlet?
7. Does your computer need to be de-bugged for a glitch free running machine?
8. Do you have a stock pile of all the office supplies you’ll need?
9. Are your blades shears all sharp and ready to go?
10. Are your clippers operating smoothly?
11. What is your stock level of all your dispensable products? Shampoos, conditioners, cologne, flea foggers, cotton balls, ear cleaner, etc.
12. Are there plenty of towels on the shelves?

The Holiday Image

1. Are your holiday decorations fresh and up-to date for your salon?  Keep it simple and easy… pick a simple theme and work with it.
2. Do you have your client’s gifts ready to go so they can easily be passed out when the client is having their pet groomed?  Remember, expense isn’t the key, packaging is. Pay attention to the details.
3. Have fun with festive accessories.  Head gear, costume jewelry – anything that can bring a smile to someone else is a good thing.
4. Are all your holiday bows special and pre-tied?  Are bandanas ready to be attached to the pet?
5. Do you have red and green nail polish that is actually usable?  What about other colors?
6. Do you have plenty of air freshener to lend a sparkle to the air without being overly powering?
7. Music is everywhere – is your holiday collection handy or is there an ‘all Christmas’ station you can tune into?
8. Have you brought extra clothing or makeup to freshen up after work before heading out?
9. If you’re worried that you’ll be slow after the holiday season, do you have any grooming promotions for January and February that you can be handing out now?

$$ Saving Tip: Buy all your holiday items the day after the holiday to save up to 50% the retail price; fabric for bandanas, decorations, Christmas cards…

Getting Through the Dogs

1. What are the pros and cons of working extra hours?
2. Should you take on new clients?
3. Make sure all your regular clients have their holiday appointments BEFORE taking on new clients or ‘non- regulars.’
4. Hiring extra help – is there something you can easily delegate with some basic training that would free you up to deal with clients?  Cleaning? Answering the phone?  Taking out the trash?
5. Have you worked out a system to maximize the types of pets you take per stylist?
6. Work out a drop-off and pick-up schedule that allows you to stay focused on grooming pets.
7. Stay calm, cool, and collected no matter what happens during the course of the day.
8. Set realistic time goals that push you, but stay on target.  Use an egg timer if necessary or place a clock where you can’t miss it – no matter what.
9. Use every speed trick in the book from prepping – to bathing – to drying – to trimming.
10. When clients pick up their pet, are you offering a promotion to assist in re-booking 6 weeks down the road when it can traditionally be really slow?

Organization on a Personal Level

1. Do you have a master list of all the things you need to do for the holidays?  Is it broken down into smaller do-able chunks?  What about a master gift list that’s simply updated year to year?  Master Christmas card list?  Weekly meal planner? Regular shopping tick-sheet list?  For great inspiration go to www.organizedchristmas.com
2. Are you are a store, catalog, or Internet shopper?  Are you prepared to have ALL your holiday gift shopping done by December 15?  What about the wrapping?
3. As time gets closer, demands get greater and healthy meals go by the wayside…  If you are in a city, do you have a full selection of menus at your fingertips?  Who has great take-out that you quickly sweep in and grab on the way home or while you are at the shop?  If you are a country dweller, is your freezer packed with great frozen meals that only require reheating whether homemade or store-bought.
4. Does a messy house stress you out?  Before is gets really busy, clean and organize the house or hire someone to help you… (or if you have kids, enlist their help.)  Also think about having carpets cleaned, windows washed, or dropping you heaping laundry off at a laundromat, letting them do it for you.
5. Do you need a masseuse or chiropractor to help you stay loose and limber ? If you do, book your appointment early.

After the Holiday?

1. Take the week off! Trust me – your clients don’t need you for the week between Christmas and New Year’s!  Take that time and spend it on yourself and your loved ones!  You’ve earned it.

With a little bit of pre-planning, you’ll be breezing through the holiday.  It’s so much more enjoyable for everyone to be in a festive spirit instead of being the Grinch.  Put some effort into setting yourself up to enjoy the best of the season – it makes the time fly by.  And you might even get a few moments to relish this time of year!

Happy trimming!

~Melissa

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.

1. 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.’

2. 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.

3. 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.

4. 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.

5. 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.

6. 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!

7. 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.

8. 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.

9. 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:

There are a number of different ways to create a round head style on a dog.

Here are two clipper options that will help you be more consistent from trim to trim.

Setting the Pattern

Use this hold to define sections of the head that are to be clipped or to be hand scissored:

Standing in front of the dog, place your hands just behind the eyes so both thumbs touch under the jaw and both first fingers touch just above the eyes.

• Anything behind your hands is considered the skull and should be clipped.
• Anything in front of your fingers is considered the eye area and muzzle and should be shaped by hand.

Using a similar hold, place your fingers around the neck of the dog.  Slide your hands up until they rest at the base of the ears.  This is your dividing line between the neck and headpiece.

The length will vary based on client preference and length of body coat.  The shorter the body length, the shorter the head should be.  Longer trims look balanced with longer head styles as long as they are not extreme.  In both cases, it’s most important that the head be in balance with the body.

Style Option #1:

• Take the same blade used to trim the body and use it again for the top of the head and down the sides of the cheeks.
• If a #4F, #5F, #7F or #2 guard was used on the body, follow the natural lay of the coat, working out from the center of the skull.
• Feather the coat over the tops of the ears and at the transition line just behind the eyes separating the head with the muzzle area.  There will be an imaginary line just behind the eyes where you can feel the eye socket rims.  The hair over the eyes in this area should be left to hand scissor, framing the eyes in the final stages of the trim.
• Lift the ears out of the way and come down the sides of the face, in the cheek/jowl area.  Follow the lay of the coat and blend into the clipped neck. Leave just enough hair at the back corners of the eyes to complete the framework for the eyes in the finished trim.

Style Option #2

• Use a medium to medium-long guard comb for small – to medium-sized pets; longer combs can be used on larger dogs.  The key is the head should ‘balance’ the trim and compliment the dog in size and shape.
• Due to the length of coat these combs leave, they are most effective when pulled forward from the occiput to the eye area.  Your goal is to feather to coat at the transition point, softly framing the eyes.  The outer edge of the guard comb should ride right at the junction point of where the ear meets the skull.
• The cheeks and jowl areas are handled the same way as outlined above.

Common Styling Techniques with Both Round Head Styles

The stop area should be trimmed for both options.  Personally, I like to catch this area when I do my close sanitation work just before I do the full haircut.  Don’t remove too much coat between the eyes – less will be better than more.  Focus on the area just in front of the eyes and the stop area.  Use thinning shears or clip the area with a close blade, such as a #10 or a #15.  This will clear the area of long fur and accentuate a nice, deep-set eye.

With both head styles, the framed area over the eyes should be scissored by hand.  Comb the coat forward over the eyes, making sure to get the hair in the stop area, too.

Scissor off the longer hair at a 45-degree angle, starting at the stop area.  The fur will be super short right above the eye and taper out slightly over the eye, framing it.

Use straight or curved shears in reverse, framing the eyes trimming up and over the eyes.  The beveled edge creates a ledge for the longer coat to sit on, keeping it out of the eyes.  It also creates a desirable “soft expression.”  A deep-set eye adds dignity and character to the facial expression, too.  There should be just enough depth to this frame to accomplish the look, but not so much as to give a heavy “visor” look.

Double-check and triple check this line framing the eyes.  It is the most important part of the entire trim.  Pay close attention to the stop area – this is an area that long strays love to hide.  The last thing you want is to have random hairs pop out once the dog gets home!

Once you are satisfied that the frame is even, the line will still be sharp.  Soften the framed area with thinning shears.

Double-check the line just behind the eyes where the clipper work feathers off.  It should be smooth and even at the transition point.

Check the transition lines over and around the ears and neck.  Use thinning shears to neaten these areas.  Make sure to look behind and under the ears too.  Follow the line under the jaw, too.  Everything should be even, neat and tidy.

The muzzle on many round head styles is trimmed by hand, keeping the eyes and nose at the center.  However, there are multiple style options.  Many stylists like to continue their longer guard comb work on the muzzle as well.  Or you can scissor it by hand.

When using a guard come on the muzzle, you can work either with the grain of the coat or against the coat growth with longer combs.  Once you are close to a consistent length – stop and finish the area by hand with thinner or blending shears.

For hand scissoring the muzzle coat, comb the coat down.  Use the jawbone as your guide.  Trim parallel to the jawbone adjusting the length as needed.  Once the length is established, finish trimming the area with thinning shears for a soft and even look.

Many owners appreciate removing the longer hair right under the nose, at the end of the muzzle.  On round-headed dogs, this is extra fur that gets messy at feeding time – collecting water and picking up all sorts of nasty things as the dog is outdoors sniffing around.  There are two basic ways to deal with this area:

1. Simply hold the dog’s mouth firmly closed and quickly remove the extra hair with a close blade – anything from a #30 #15 or #10 blade will work.  Just watch that tongue!
2. Hand scissoring works, too.  Use either thinners or a smaller pair of shears to trim the hair away from this area.  Comb the coat forward at the end of the muzzle.  Trim off the excess.  You can also taper the area back towards the neck.  This will help prevent dirt and debris from collecting in this area and provide a neat and tidy appearance to the overall head.

To finish the head style, soften all lines with thinning or blending shears.  Look for stray hair or anything that is out of place.  There should be no sharp lines anywhere on the head.  From side-to-side you are looking for symmetry, both in length and density.

In the end, the expression should be soft and kind.   The eyes will be the key feature you want to highlight.  Framing the eyes, you bring out the pet’s expression – something every pet owner loves to see!

 If you liked this lesson, you’ll love this video.  You’ll find it on Learn2GroomDogs.com.

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

Not a member?  It’s easy to join – click here!

Happy trimming!

~Melissa

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:

1. a small plastic bag,
2. a mini instruction sheet,
3. 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.

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:

1. How do they stop the bleeding?!?!
2. 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:

1. Trim nails as closely as possible without creating a bloodbath.
2. 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.
3. 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.
4. If there is blood on the fur, clean up the area with hydrogen peroxide.
5. Check the nail again before the pet leaves.
6. 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.
7. Instruct the client not to let the dog run across abrasive surfaces like concrete or asphalt for the next few hours.
8. 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.
9. If they have ANY problems, inform them to call or text the shop immediately.
10. 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

PS

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

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

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

of

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

What does it take to build a robust following of grooming clients? Simply put – compassion.

I’ve been in this industry a long time. I’ve seen my fair share of groomers pass though my employment.   I’ve had groomers and stylists that were phenomenal. They were super speedy. They could make a dog look dynamite in no time. Their advanced grooming skills were flawless.

…But they had personalities of snakes.

I’ve had groomers that were far from top level stylists. Their work would be considered “fair.” They got the dogs neat and clean, but they had not mastered advance styling skills. There was very little hand-scissoring, no hand-stripping, and their knowledge of correct breed profile trimming was limited. What they did have was compassion. They simply loved helping people and their pets

Who do you think had the fullest schedule?

Here’s the #1 secret ingredient to maintaining a full appointment book: compassion. It’s caring sincerely about a client’s needs, wants, concerns, and desires.

Compassion builds trust. I wish could single-out quality as being the most important ingredient to a successful pet profession, but it isn’t. It is a close second.

Throughout my years, the professional who truly cared about the pet was always the easiest to book. Their days were always the fullest with repeat customers.

When you have compassion, you’re putting yourself in someone else’s shoes. You honestly feel for them. You want to help them solve their problems in a kind and caring way.

So, the next time a client walks through your door – no matter how chaotic your day is going – stop and breathe. Then smile at the client. Remind yourself you are in business to HELP people and their pets.

Here is an important tip that helps create considerate customer service: ask questions. When you ask questions, you show compassion and concern for the needs of the client and their pet. It helps build rapport. Make sure your questions are sincere and to the point.

Asking questions also allows you to get valuable information from the client. This line of observations and questions work exceptionally well when communicating with a customer.

1. Be observant of clients as they walk through the door. Let common sense guide your line of questions.
2. Find the problem. Ask basic questions like, “Were you thinking of a thorough bath and brush for Fluffy today, or more of a full haircut?” to find the problem.  Let the client talk. LISTEN.
3. Gather clues from what the client tells you and what you observe.
4. Offer limited choices as you help the client solve the problem.
5. Guide the questions in five areas of the pet:
   • overall body
   • head
   • ears
   • legs/feet
   • tail

I hate to break this to you, but a large part of being a successful pet stylist IS a personality contest. Clients are experts on knowing if they feel valued. Make them feel special. Ask question and then LISTEN to what they say. Active listening skills let a customer know you care about them and their pet.

If you want to have an unstoppable career – become both talented AND compassionate towards your clients and their pets. Not only is that combo financially rewarding – it’s extremely gratifying too!

-Happy trimming,

Melissa

It doesn’t matter how long you’ve been grooming or how talented you are as a pet stylist – sometimes you just need a little help. An “oops” can occur at any time. Mistakes happen.

Maybe there is a spot on the coat that you just can’t get smooth. Maybe there is tracking in the coat from the clippers or guard comb. You may have left scissor marks in the coat – or a hole in the coat you accidentally made with clippers or scissors. You might even be working with a dog that will not hold still long enough to work safely with clippers or scissors – leaving the coat rough and jagged.

Thinning shears can be your savior. They erase rough spots. They blend out jagged edges. They smooth out transition areas. They fix mistakes.

The difference between a good stylist and a great stylist can be determined by how much value they place on their blending shears.

Thinning shears (or blending shears) are the best-kept secrets in the grooming world. Used properly, they can make mistakes much less noticeable. For a new stylist, this is one of the first shears I always recommend upgrading in your toolbox.

Stylists that understand the value of this type of shear will invest in multiple pairs. Just like straight edge shears, there are wide varieties from which to choose. Some are for more general use while others have more specific usage. The key is to know how you want to use the shear. Do you need it for light wispy coats? Drop coats? Terrier styling? Working around the head or eye area or dealing with large surface areas? There is a blender to fit every single one of these needs.

I always suggest you personally try out thinning shears before you purchase them. Just like Colin Taylor says, shears are like shoes. You need to find the ones that fit… you! They have to fit properly as well as cut smoothly and run effortlessly in your hands.

So how do you narrow down your choices? Ask. Find out what other groomers and stylists are using. Determine which thinning shears they rely on every day in their salons. Believe me, they have opinions! There are lots of fabulous thinning shears out there – but there’s also a lot of junk.

Most high quality blending shears will have an average cost of $150 – $350. Of course, you can spend more if you like. Your equipment is an investment in your career. You may not need the Rolls-Royce when you first start out — but you do need something that is reliable and dependable. Luckily, there are many styles and varieties from which to choose.

The difference between a good stylist and a great stylist is that they know how to fix mistakes. Every one of us makes them. Having a nice collection of thinning and blending shears will be the erasers you need when that “oops!” happens.

Happy trimming!

-Melissa