Unfortunately, there isn’t an easy rule for solving the problems of tardy or no-show clients. The good news is that you have lots of options to help deal with it. Depending on how busy you are, cancellations can either be a blessing or a curse. In either case, if you have a client who is chronically dismissive or disrespectful of your time, you need to be proactive and correct the problem.
Our kennel, Whiskers Resort and Pet Spa, experienced 68 reservation cancellations over the 4th of July holiday. During the summer months, Whiskers runs at over 100% occupancy rate with its 180 rooms. During peak holidays such as Thanksgiving, Christmas, New Year’s, and Spring Break, Whiskers charges a $50 deposit for all reservations. This deposit is nonrefundable if the cancellation takes place two weeks prior to their check-in date. In the past, the deposit has not been charged for Memorial Day, the Fourth of July, or Labor Day. That will be changing. Read the rest of this entry »
In my years of teaching new pet groomers, I’ve seen hundreds of dogs take advantage of a new students. Dogs pull, squirm, whine, snarl… and bite. I’ve seen many students frustrated to the point of tears.
This new video release features a great conversation with seasoned professional pet stylists, Lindsay Dicken, Marc LaFleur, and Melissa Verplank about building consistency. What makes this discussion truly interesting was their variety of grooming backgrounds. You’ll discover a few common threads kept surfacing as they talked. It did not matter if the business was a small or large salon, a mobile groomer, or a fixed location grooming salon.
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.
