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When Should You Just Say No?

Agressive dogrrPet groomers and stylists are in the service industry. Our role is to help people and their pets. When we do it well, we make people happy.

What if you can’t make them happy because you can’t groom the dog safely due to its aggression or health? Should you still groom the pet?

If you have been in business for any amount of time, I’m sure you’ve run into this scenario. Even seasoned professionals struggle with this dilemma at times. Should you groom the pet or turn the client away?

The easy answer is to refuse to groom the pet. However, there are many variables. If you feel the situation presents a high risk for the pet or you – simply say no. That’s your right as a business person or a conscientious employee.

You must put the safety of the pet and yourself first.

Once you have that clearly established in your mind you can start analyze the situation.

  • What is raising the red flags in your mind?
  • What are your qualifications when it comes to handling a difficult grooming situation?
  • Is this a new or a long-standing client?
  • Can the pet be groomed safely with the help of an assistant?
  • Will the pet cooperate if the owner stays or assists in the grooming process?

When I think about these questions, I always mentally play out the worst case scenario. The last thing that I ever want is to have to tell an owner that their pet was injured while in my care. Or that we had to take him to the vet for treatment. Worse yet – that their dog died during the grooming process.

Let’s face it, there are a host of things that could go wrong in any grooming salon even under the best of circumstances.

The list of dangers working in every grooming salon is massive. We are working with:

  • live animals
  • sharp instruments
  • tall tables
  • bathtubs
  • dryers
  • abrasive brushes
  • stacked kennels
  • slippery floors.

On most days, an experienced bather, groomer, or pet stylist takes all these dangers in stride. We know how to avoid accidental injuries to our four-footed clients.

So what do you do when that internal gut instinct kicks in?

You are standing there, looking at a dog (or cat) and listening to a client talk about their precious fur child. Deep down – some type of internal fear grips you. You just have a bad feeling about this particular groom. You know the old saying, “trust your gut instinct?” Well folks, that natural instinct is working in full force. Listen to it.

It’s okay to say “no” to a grooming client. It’s never worth grooming a dog you honestly feel is beyond your level of experience. If it’s more than you can handle, you have a potentially dangerous situation. The pet and you are the ones at risk – not the owner. I don’t know a single pet care specialist that ever wants to intentionally harm a pet.

Yet, if something goes wrong with the groom on that day, whose fault will it be? Yours.

Weigh out the risks. Whenever you need to decline service to a client, it’s an uncomfortable situation. But the alternative is much, much worse. Telling an owner their pet has been seriously hurt or died in your salon it the most difficult task you will have to address. You want to avoid that at all costs – even if it makes the client angry or upset.

If it’s a new client, it’s much easier. There isn’t that emotional tie that comes with repeat or long-time clients. It’s much easier to refuse to groom a dog that is too big or too aggressive for you to handle.

It’s the long-time clients that are tough. The longer they have been a regular client, the harder it is. If a pet has physical ailments, it’s tougher. This is when you need to weigh out the risks and look for alternatives to your standard grooming practices. The health and wellness of the pet has to be a top priority.

Here are the questions you need to ask.

  • Could the pet be done safely with an assistant?
  • Would the dog benefit from the owner staying with the dog during the grooming process?
  • Would a different time of day work better for the pet? Maybe a time when you can focus solely on the pet without distraction?
  • If your salon is busy, would a solo stylist or mobile stylist be a better option?
  • Would it be in the best interest of the dog to get the grooming done without stopping? Maybe it’s best to break the grooming into sections, letting the dog rest between sessions? That might be over the course of the day or even over several days.
  • Would it be in the best interest of the dog to be groomed at a vet clinic where medical attention could be rapidly administered, if needed?

Years of experience have taught me there is not an easy answer. Whenever you need to decline services to a client, it’s an uncomfortable situation.

However, if you decline services, do so out of care and compassion for the pet. Be prepared to offer alternatives to the client, even if that means you simply tell them “no,” you cannot groom their dog. Be ready to refer them to someone better suited to handle their pet. List all the reasons WHY you cannot and will not groom their pet. Do it with the confidence of a professional.

In the end, as difficult as it is to say “NO” to clients, you will sleep a lot better at night when you do. Trust me on this one.

Happy trimming!

Melissa

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Canine Influenza

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

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

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

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

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

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

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

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

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

Preventing the Flu: Step One

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

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

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

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

Step Two

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

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

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

Step Three

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

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

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

Step Four

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

The Right Way to Wash Your Hands

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

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

To read more on Canine Influenza, click here .

Happy trimming!

~Melissa


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