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The Importance of Systems

My husband and I were just at the hospital for a scheduled surgery. Luckily, it was a non-emergency situation – just to get his nose repaired so he could actually breathe out of BOTH nostrils. Still, it was surgery and as much as he wanted to have it done, the anticipation levels were running high. We were a bit nervous.

The medical team was great. Their thorough procedures helped squelch our anticipation jitters. Everything, from the pre-screening call days before… check in… pre-surgery… waiting room… recovery… home… and follow-up, was explained to us. At every step along the way there were systems in place to ensure that the surgery went off without a hitch, which put our minds at ease. There weren’t any hiccups in the communication process or the surgery itself.

Checks and balances were firmly in place. Everyone in the medical team clearly knew their job. They understood how important their roles were, no matter how large or small. If even one of them made a mistake, it could have a devastating effect on the outcome of the surgery. We’ve all heard the horror stories.

If you stop and think about it, a grooming salon client has the same kinds of anticipation levels. They are entrusting you with one of their most precious possessions – their pet. Most clients are not that familiar with the grooming process and have no idea what truly goes on behind closed doors.

Is you grooming salon set up like a well-oiled medical team? We may not be doctors but our “pet clients” are extremely important to their owners. There are many steps within the grooming service procedure that could turn into shining moments – or go horribly wrong:

They get the wrong haircut.
The pet isn’t done when promised.
They’re charged the wrong amount.
They get the wrong collar or lead – maybe even the wrong pet!
A pet is injured – or worse.

This list could go on and on. The larger the team that works together, the more processes you need in place for a smooth running operation.

Every grooming salon needs:

a customer service team (even if that team is YOU)
a bathing department
a drying department
a grooming/styling department
someone in charge of client records/data entry
client education
marketing
proper cleaning and sanitation

To be successful in the long-term, you need to spend time in the short-term setting up processes. Systems are your routines – the way you do things every time. Here is a short list of items that need to be in place for systems to work:

Every procedure needs to be broken down, step by step.
Each process needs to be written down and reviewed regularly.
Every person participating in the activity needs to know and understand how to correctly perform the procedure.
Every person then needs training and follow-up supervision until the task is perfected.

Accountability is the key to success. Positive and negative consequences need to be in place and consistently enforced.

If you don’t have any systems in place at the moment, don’t fret. Take one procedure at a time and break it down into smaller chunks. Figure out what needs to be done or happen for each piece. Then move to the next one – and the next one.

Remember the story book fable about the tortoise and the hare? You don’t need to be a jack rabbit straight out of the gate. Slow and steady will win this race. It all starts with the first step. It might take you a month to get your systems in place – it might take a year. If you are in a state of growth, creating systems for your business might be an ongoing process. The trick is not to be overwhelmed by looking at the big picture. Keep it small so you don’t give up – and keep going.

At the end of the day, you always need to focus on your overall goal: to offer outstanding, consistent customer service – just like my husband and I received with his recent operation.

… As for those horror stories? Don’t be one of them. The salons that have the right systems in place will be prepared. Their staff will offer better service and the guests (furry and human) will feel better knowing that they are in good hands. it’s never too late to start. Do it now! Take that first step.

Happy Trimming,

-Melissa

The Jennifer Hecker Story

It was May, 1996. Star pupil Jennifer Hecker was three days away from graduating from grooming school and I was still very much a hands-on Director of The Paragon School of Pet Grooming.

I remember walking into the lobby during check-in. The front staff was just greeting a new client with a very large Bouvier des Flandres. I looked at the dog and immediately sensed something was off. The dog came in willingly enough, but its body language and eyes were telling me to be very, very careful with this dog.

Once the owner was gone, I told the front staff to attach the dog to a wall tether. I sensed we could have a real problem if we tried to place that dog in a kennel. Being out on the practical skills floor where we could closely observe this dog without the housing restriction was much safer. I suggested that the instructors place a muzzle on the dog before they attempted to do any grooming, just in case.

Because we didn’t see that many Bouvier’s at the Paragon Training Center, it was assigned to Jennifer, one of our most advanced students. At that time, Jennifer had shown Giant Schnauzers and had advanced one of them through the highest levels of French Ring Sport. She was not intimidated by the size or the potential attitude of this dog.

Not 15 minutes into the class, someone raced into my office and told me I’d better get out to the practical skills floor – fast. Someone had been hurt. Seconds later, I was on the practical skills floor. The first thing I noticed was how empty and quiet the room was.

The second was the blood trail.

It led diagonally across the space towards the bathing room. There was a crowd of people around a small prep sink. One person in particular was obviously in great distress – Jennifer.

Our general manager was holding her hand under cold water and asking her series of questions. One of the questions still haunts me today…

“Can you feel your fingers?”

I got a glimpse of Jennifer’s hand. Place a quarter on the meatiest part of the heel of your hand. Now imagine that area… gone.

The Bouvier had done exactly what I had feared. The instructor and Jennifer had done what I had requested. They had muzzled the dog before team-lifting it onto the table. That’s when it struck. Unbelievably, it bit Jennifer through a muzzle. It was a nylon muzzle that was open at the end of the mouth so the dog could breathe freely. This type of muzzle can be effective as long as it fits snugly. In this case, they had selected a muzzle that was slightly too large. Even though the dog was muzzled, it could still open its mouth just enough to grab the heel of her hand to chew through her flesh…

…and it did.

We raced Jennifer to the medical treatment center. The local med-station felt that they could handle this wound despite the fact that she had lost sensation in her little finger – or maybe the pain was so great – she couldn’t be sure. They stitched her up, bandaged her, pumped her up with antibiotics, and sent her home.

The following day she was she was back at the doctor, but this time to see a hand specialist. They ripped out all the stitches from the night before and started over. Jennifer was looking at a long recovery period.

Jennifer had such a great attitude towards this whole thing – it was hard to believe. Even though she missed the last three days of class, she still graduated with very high grades. However, finding a grooming job was certainly out of the question for her – at least for a while. We ended up hiring Jennifer for our front office at Paragon while she healed.

As Jennifer’s medical bills mounted, we collected everything and turned them into our insurance company. However, our carrier did not feel the situation warranted a payout on their behalf.

What??

That’s when we learned that in the state of Michigan a pet owner is ultimately responsible for their dog – even if they are not with it. The insurance company went after the pet owner. They were able to collect from their homeowner’s policy. That was news to me and served as a lesson to all of us.

As the story unfolded, we got more information that was unnerving. My initial gut reaction was well-founded. This was the third reported bite case for this dog – and the third owner. Of course the owner never bothered to share that information with us upon check-in. The dog was destroyed after this third incident with Jennifer.

We learned 5 lessons through this unfortunate event.

Trust your gut. Never do a dog that you feel is dangerous to you, your team, or itself.
Use muzzles when necessary and make sure they fit properly (we changed to full basket-style muzzles).
The pet owner is ultimately responsible for their pet regardless of whether they are with them or not.
In the state of Michigan, if the dog creates an insurance situation, the pet owner’s homeowner’s policy will be responsible for paying any damages or claims.
Love and passion for dogs can still shine through despite severe injuries inflicted by them and long recovery periods.

Jennifer has been grooming with us for over 18 years. I’m fortunate that she is still on my team. She has become one of our most talented and productive pet stylists. She grooms every day at our luxury kennel, Whiskers Resort & Pet Spa. Plus, Jennifer has been one of our talented Training Partners on Learn2GroomDogs.com since the beginning.

We just filmed her for Learn2GroomDogs.com. We had been looking for someone to do a traditional style grooming lesson on a Bouvier des Flandres for a very long time. Never in my wildest dreams did I ever expect Jennifer Hecker to step up to the grooming table for this lesson! I’m so glad she did. Her love and compassion for all dogs is clearly evident – even for the Bouvier des Flandres.

Happy trimming,

Melissa

The Need for Speed

Time is the most common concern for professionals in this industry. New groomers worry that they’ll never be able to do more than 4 dogs a day. Salon owners need employees who can hit the ground running. They need people who can groom 6-8 dogs per day. Or you’ve been at the table for a while but still struggle to get beyond 5 dogs per day.

Seasoned pros are knocking out 8… 10… 12… 14 or more pets every day.

So what are you doing wrong? What are the common areas that seem to be the sticky spots? What areas in your day are robbing you of precious minutes?

Top 10 Areas Where Pet Pros Can Improve

1. Always start with the end result etched firmly in your mind

The better you know where you are headed – the easier it will be to get there. Know what a high-quality trim looks like – even if it’s a shave off or a close body trim. Know what balance and style is. Know what a beautifully brushed out dog looks and feels like. If you’re working on a purebred, know what a beautiful specimen should look like.

2. Don’t start with elbow grease – always let products and tools do the work first

In the past 30 years, there have been great developments in products and tools that make our jobs easier. Go to trade shows and test them for yourself. Ask others on social media outlets what they like to use. Find out what products and tools the top pros use at their grooming tables. They likely have a very solid reason why they use what they do. They did not get to be top stylists by using inferior products and tools!

3. If water can penetrate the coat, wash the pet first

Don’t waste time pre-clipping a dog that comes then every six weeks or less. Get it straight to the tub. You’re wasting time clipping off that small amount of coat. The same thing goes with a dog that is matted or is shedding. If the water can penetrate the coat, get them right into the tub. A clean coat is going to be more pleasant to work on. Plus, a large majority of mats and tangles are held together by dirt. Remove the dirt and the job just got easier.

4. A powerful high velocity dryer is the professional stylist’s greatest asset in time management

In my opinion, the development of the high velocity dryer is one of the greatest advancements the grooming industry has ever seen! Put simply, (if used correctly) this tool produces the fastest results with the highest quality on any given coat type.

it dries the coat with lightning speed
it can straighten the coat for a beautiful fluff dry
when used prior to the bath it will loosening dirt next to the skin
it effectively removes most mats or tangles
it is extremely efficient with the removal of shedding fur

5. Towel Dry – Towel Dry – Towel Dry

It never ceases to amaze me how many people miss this step. Incomplete towel drying costs precious minutes in the drying process. Multiply that by six or eight dogs and you’ve lost 30 to 60 minutes out of your day. Here’s my goal: towel dry thoroughly enough so that spray does not come off the dog once I start working with a high velocity dryer.

6. Three clipper passes or less!

If your dog is bathed and blown out properly, the goal is to make three clipper passes – or less – to get it absolutely smooth. The first pass knocks out the longest coat (at this point I’m not going for smoothness). The second pass smooth’s it out. The third pass eliminates high spots that I’ve missed. Three times around the dog with the clippers – period. If you can get done quicker than that – bonus!

7. Create a routine for everything you do

This is a bit like the waitress listing off the salad dressing choices at a restaurant. She has a routine that she follows. If you stop her mid-list, she often has to start all over again. She never misses a choice because she sticks to her routine. You should have a routine for every dog that comes into your salon. Stick to your routine so you never miss a step.

8. Cheat like crazy with attach on combs

If there was ever a cheat tool in your toolbox, this is it! For many pet stylists, attach on guard combs have replaced a lot of the hand scissoring work. They come in a wide array of sizes. They let you establish a depth of coat just by following the dog’s body. For most people, this is much simpler than to master exquisite hand scissoring. It allows you to mold and sculpt the fur quickly and efficiently. With knowledge of proper canine structure and creative use of your guard combs, you can create a highly stylized trim in no time.

9. Never, ever work on a pet that you feel is dangerous to itself or to you

With so many cooperative pets to work on, there is no reason for you to tackle a highly aggressive dog. Your hands are your livelihood. You need to protect them at all costs. No one needs the aggravation, frustration, or anxiety of having to deal with a dangerous dog. I’d rather have a client who is upset with me for refusing to do their dog than have a groom result in injury. Or to be bitten. It’s just not worth it.

10. Love What You Do

Being a professional pet groomer or stylist has huge rewards. For many, it’s one of the most gratifying and creative jobs they have ever held. However, it has is down sides, too. It’s a far cry from playing with puppies all day. If you’ve crossed that line and grooming pets is no longer enjoyable, do yourself and your clients a favor – step away from the grooming table. Love your career or leave it.

In order to be a valuable member of a pet grooming team, you need to have to have a burning desire – the need for speed. The more pets you can get through safely, without sacrificing compassion and quality, the more valuable you are to your salon.

Do Your Clients Sleep with Their Pets?

There is no doubt about it, Americans love their pets! In 2013, American pet lovers spent $ 55.72 billion on their animals. That’s BILLION with a capital B! They spent $4.73 billion just on grooming and boarding services. The pet industry is definitely on a major growth trend. The growth started in 1994 and shows no sign of slowing down. That’s a fabulous trend for professional pet groomers and service care providers!

In this day and age, many owners treat their pets like children. They share their homes. They buy special clothes and gifts for their dogs and cats. Our best clients have a very close and personal bond with their pets. They share their lives, and even their beds with them.

So let me ask you something. Do you know how many of your clients sleep with their pet? There’s a great sales tactic buried in this – innocent – but loaded question.

Fellow groomers, we all know a clean pet is much more enjoyable than one that isn’t routinely groomed. The standard time frame between haircuts for most pets is about 4 to 6 weeks. Regular grooming appointments keep the coat manageable and the dog relatively well groomed.

Check this out. Joelle, one of our managers came up with this brilliant idea.

With a little strategic questioning, you can boost that frequency level tremendously. Gone are the harsh products that might do a good job cleaning but they leave the skin and coat dry and damaged. Today there is a wide variety of fabulous products to wash, condition, and style our furry friends.

When you’re doing a client consultation, you need to learn about the pet and the family. One of the key questions you need answered is to learn about the lifestyle of the pet. If you’re dealing with an outdoor farm dog, this tactic will not work. However, if this is a pampered pooch that shares the owners home, life and even their bed – this approach works great.

Here is the money question. Do they allow their pet to sleep with them or their children?

If the answer is yes, you have a perfect scenario to suggest weekly or biweekly bathing. It’s easy. Simply suggest the dog be washed as frequently as they change their sheets. For most people that’s weekly or biweekly.

This could be a two-way win. The client might opt to do it themselves. That’s okay. You can counsel them on the best products to use – and of course you have them on your shelves to sell. Or maybe the client doesn’t want to be bothered. You can offer a steeply discounted rate for in between haircut maintenance baths.

Of course, there are some special perks that go along with this weekly or biweekly bathing schedule when they bring the pet to you. You could do just the bath and blowout for your client. But what if you knock it up a few notches? Bathe the pet in a special shampoo and conditioning rinse. Toss in a complementary nail filing. Offer minor trimming around the eye, feet, and rear for FREE. And don’t forget to add fresh bows or bandanna.

Let’s look a little math on how this works out;

$50 full groom every 6 weeks = 9 groomings annually = $450
$20 maintenance bath every 2 weeks = 26 baths annually = $520
$15 maintenance bath every week = 52 baths annually = $780

Now keep in mind, the client would maintain their regular six-week $50 haircut. That price is higher than the maintenance bath. So instead of getting $520 annually you’d actually be getting $790. Or if you’re looking at the weekly maintenance it would work out to $1,095.

I love this scenario because it’s a win for the salon. It’s a win for the client. And it’s a win for the pet. If you have clients who sleep with their pets, you have the perfect opportunity to help the client keep their pet clean and fresh while enhancing your bottom line.

Focus on Key Areas to Excel in Your Job

Focus on Key Areas to Excel in Your Job As a professional pet groomer, our job is to know how to groom all breeds of dogs (and cats for some). What needs to be done to make a purebred look like it’s supposed to look. How can we make mixed breeds (designer dogs) cute. What’s the best way to remove shedding coat from a full coated dog. Being versatile is our job.

Guess what? Every groomer has a few types of jobs and coat types they really like to work with. What’s your favorite?

For me, I loved grooming the drop coated breeds in adorable fluffy trims. I loved to hand scissor. And there was nothing more gratifying than turning a big, furry, shedding mass of dirty hair into a snug-able, huggable pet.

Most of my co-workers happily let me tackle these jobs when they appeared on the books. These grooming jobs were not their favorites. They were hard for them. They took a long time to do. They never felt like they were ‘done’ with them. They never looked smooth and finished. Or they just cringed at the amount of work required.

For me, I knew I was going to have a great day when I saw multiple drop coated breeds on my roster along with a little mixed breed groomed like a Bichon. The icing on the cake would be tossing a Sheltie into the grooming mix along with something where tufts of coat were falling out. I was highly proficient with these dogs. I could make them look stunning in no time. I knew how to work with my equipment to get the best results in the shortest amount of time. I simply loved working with these types of coats because they were easy for me.

Where they always easy? Heck no! I’m a self-taught groomer. Learning is a lot of work. Mastering skills takes dedication and focus. There were hundreds of breeds to learn. There are hundreds of techniques to figure out. There are hundreds of products to try. I opted to focus on mastering a few techniques that would allow me to soar through my days.

Mastering a cute, fluffy trim on a drop coated breed was more out of necessity than anything else. We simply had a lot of those types on dogs in our client files. Plus, my first contest dog was a little black and white Shih Tzu. In order to do well in the ring, I needed to figure out how to get a plush finish on a drop coat. Not a small feat to conquer. I got good at this trim – really good – and fast.

With every drop coated dog in my client file, I was able to perfect my skills. What shampoo got the fur the cleanest? Which pair of shears worked the best on each coat type? How should I hold the shear to minimize marking the coat? When was it time to pull out the blenders? And which pair of blenders should I use? I analyzed every step. Dissected every move. Stood back and reviewed the overall appeal. Was it balanced? Was it even? Would hair fall out of place when combed or if the dog shook?

I was super critical of my work. As I learned more – discovered new things – I become even more critical. I was brutally honest with myself. I didn’t let up on myself until I was winning consistently with my little Shih Tzu.

Once I mastered one coat type, I moved to the next. As a bonus, through the process, I became an accomplished all breed stylist. There isn’t a breed I would not tackle. However, I focused on just a few techniques I could really master. Breeds or techniques I used a lot. Those are the breeds or types of trims that I loved to see hit my roster. I simply adored grooming them because they become so easy for me.

To improve your workday, concentrate on a few key areas in your job to really excel at. It may take some focused work at first but once you master the technique, haircut, breed, or personality type, you’ll automatically draw that type of client to your daily roster. You’ll enjoy your work day. The time will fly by with ease. At end of the day, you’ll be rewarded with a gratifying and highly productive workday.

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