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How to Get Your Clipper Work Smooth – Like a Summer Hay Field

It’s been over 35 years since that first time. I still remember standing in awe, watching a talented pet groomer give a dog a haircut. She handled her clippers with ease. The long fur fell away like a hot knife through butter. The end result was smooth and gorgeous. And she was fast – super fast. She made the whole process seems so simple.

The first time I tried, I quickly discovered it was not simple. Those initial attempts were pretty pathetic. Saying my first efforts were rough and choppy would be polite. There were long tufts hanging out everywhere. I was frustrated beyond belief.

I was determined to master the skill. After all, the groomer I had been watching proved it could be done. It was simple – I just had to focus and figure it out.

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How to be an Indispensable Groomer’s Assistant

This always shocks me. A competitor or a workshop participant presents me with a DIRTY DOG for evaluation. A dirty dog?! No joke – it happens all the time.

Nails are not trimmed correctly… coats are not dried properly or completely… or worse yet, there are still mats and tangles left in the coat. These are all constant problems I see all the time. Not only at in the ring or at hands-on events, but in salons with every day grooming too.

To me, bathing and drying are the most critical parts of any groom. One bather can make or break your entire grooming department.

Here are 7 skills I look for in an indispensable groomers’ assistant (AKA the bather!) All 7 of these skills must be MASTERED in if you want to be highly valued in your grooming salon, if you want to move ahead in your career, or before you can you gather loads of glowing clients.

1. Be able to identify popular breeds

Anybody working professionally with pets needs to be able to identify the top 15 or 20 breeds that regularly come into your salon. It’s the fastest way for groomers to be able to communicate to one another.

2. Be able to handle pets safely and compassionately

How many times have you heard others (or maybe even yourself) say, “This dog is driving me nuts!” Impatient treatment of a pet is never acceptable. If you lose control, you can bet that you won’t have clients for long. Being able to understand canine body language is job requirement #1. If you are going to win the pet’s trust and cooperation, you must be able to speak its language. It will keep you and the pet safe. It will also make the entire experience much more enjoyable for all parties.

3. Understand the many different coat types found on individual pets

Each coat type has special needs that need to be addressed in the bathing and drying process to get the best results. A Beagle has different bathing and drying needs than a Standard Poodle. The same holds true with a coat on a Golden Retriever or an Airedale Terrier. A talented bather will instantly be able to identify dogs that possess simple coats or dogs that are going to be time-consuming and a challenge.

4. Bathe the dogs until their coats squeak

If they don’t squeak, they are not clean.

Period.

This is absolutely the foundation of every fabulous grooming job. I cannot stress its importance enough. There are many products on the market to help achieve superior results in only one or two baths. Even if you use the best shampoos on the market, the dog will not get squeaky clean unless they are rinsed thoroughly. Rinse until the water runs clear and you hear the ‘squeak’ when you push the water through the coat. And not just the easy to see or reach parts. Get soap and water to the undercarriage, under the ears, and the special parts. If the whole dog isn’t clean – it’s still dirty. Nothing wastes time or money more than having to re-bathe a dog because you didn’t do the job right the first time. There’s an old saying: if you don’t have time to do it right, when will you have time to do it over? Get it right the first time.

5. Dry the coat to perfection

Most of the time, this will mean utilizing a form of active drying. There are several drying methods and combinations to choose from, based on the coat type, trim, and the pets’ tolerance. Incorrect techniques or careless attention to drying will waste more time than almost anything else in the grooming process. In most cases, high velocity and stretch (or fluff) drying techniques will need to be used to get superior results. Oh, and the pet needs to be bone dry too!

6. Learn efficient and SAFE brushing techniques

Systematic brushing is the only way to effectively work through a coat and get right down to the skin. Selecting the correct tool for the coat type will be important. Knowing how to hold the tool along with how much pressure to exert is also important. Not enough pressure and you will not be efficient. Too much pressure and you’re going to make the pet uncomfortable and could cause injury. The key is to work methodically and gently over the entire dog – right down to the skin until a wide tooth comb can easily be pulled through the fur.

7. Nails, ears, and glands

Trimming nails and cleaning ears is just an automatic process when it comes to grooming pets. If it is not done – or not done well – it’s considered sloppy. Clients don’t want to spend their hard-earned money on sloppy work. Stylists executing haircuts should not have to go back and double-check this type of preliminary pre-work. Some salons routinely check and/or express anal glands. Whatever your salon option is, you should follow their guidelines.

Being a bather – or being a groomers’ assistant – can be extremely rewarding. However, it does carry a lot of responsibility. Many of these skills are considered the foundation of all grooming.

If you need detailed information in how to do any of these skills, become a member of Learn2GroomDogs.com and watch the Core Grooming Skills & Techniques Skill video lessons (click here for a complete video list) or review the front section of my book, Notes From the Grooming Table. Learning the skills does take time. They take dedication and focus to master them. You should never underestimate the value of strong foundation skills. They will form the building blocks of a long and successful career. Mastering these core skills to an absolute fault will ultimately determine how successful you will be in your career. (For more tips on how you can be more efficient and make more money, read my blog, The Need for Speed.)

Remember: every owner faces a choice when it comes to grooming. They can come to you, do the job themselves, not have the pet groomed all… or go down the road to someone else. Make sure they make the right choice by sticking with you.

Happy trimming,

Melissa

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

Are You Prepared?

We were headed out of Michigan on our three week annual fall ride with our horses last week. Our big horse trailer and truck were packed to the limit. (Horses have LOTS of stuff!) Our passion is to horse camp and explore trails around the Tennessee area. We’ve made this trek every fall for the past 12 years. We love it.

So we’re cruising down I-75. We’re somewhere near the border of Kentucky and Tennessee. It’s getting mountainous. The sun is shining. The truck is humming along like a champ. Our book on CD is getting to a really good spot. My hubby and I are really starting to relax even before we’ve hit our destination.

Then we hear it… it sounded like an explosion behind us. Crap. We’d just blown a tire on the horse trailer. On I-75. In the mountains. On a hill. This wasn’t good.

We get the rig as far off the expressway as possible and hit the flashers. We go back to verify what we fear. Yep. Blown tire. Marc, my hubby, was a Boy Scout. He goes to work. This man lives by the Boy Scout motto: Be prepared. Out of that monster silver box in the bed of the truck come the tools we need. Flashing warning triangles, trailer lift wedge, hydraulic jack, tire iron… whatever he needed, he had it. In less than 40 minutes, we were back on the road.

I’ve changed my share of flat tires over the years. But I was thankful. Marc was NOT going to let me deal with this one. Believe me – I was totally OK with that! Instead I had the opportunity to watch and worry about the traffic that was zooming by at a very high speed. I stood in admiration with each snafu he ran into yet had a solution. I thought back to the last time I had to change a tire and was I as prepared as he was??

During my mobile grooming days, I changed a lot of tires. With a fleet of six units, flat tires just happened. So do water pumps, electrical issues, broken clippers, high velocity dryers and a whole host of other items. If it’s mechanical or a piece of equipment, at some time it’s going to stop working correctly for you.

In our field, time is money. Do you have the tools, replacement items and knowledge to correct the problem on the fly?

At one point in my life, I didn’t. The way I fixed problems was to call a repair company. After a couple of times of doing that – I learned quickly if I was going to stay on time and keep my appointments for the day, calling a repairman for basic problems wasn’t the best answer. I needed to live by that Boy Scout motto: Be prepared.

It doesn’t matter if you are in a mobile grooming unit or in a high end salon. Stuff breaks. Are you prepared? Can you finish your day with barely missing a beat? Here is a short list to get you thinking about some of the basic items that can cease working for you at the most inappropriate time. If they are not working – you are not working:

Clippers: If you don’t have spare pair with you at all times, you are dead in the water if your primary pair give out on you.

Shears & Blades: They go dull and stop cutting at the most untimely opportunity. Or worse yet, they fall to the floor and are rendered useless until they go to the sharpener. You need a full back up collection of most of your sharp tools.

High Velocity Dryers: What would happen if yours stopped working in the middle of an eight dog day – and one of those dogs is a Newfoundland? Do you have a back-up HV dryer that can be put into service?

Basic Electrical Knowledge: I’m not talking full-fledged electrical issues – I’m talking the basics. Stuff you could find in any home repair book. Like how to replace a cord? Or a plug? Or how much power each electrical items draws when in use. What your breakers are rated for? You can’t plug a powerful dryer into a 15 amp plug. You are going to blow the breaker every time.

Mobile Groomers – you have a whole host of added items. You have to consider all the above, plus:

Water Pumps: There can only be a couple things wrong if your water stops flowing. Every water pump that I’ve seen comes with a great troubleshooting guide. Memorize it. Carry a spare pump. My first water pump took me over two hours to change out and a lot of tears of frustration. However, before too long I could instantly identify pump problems at a glance (or a listen) and know the solution – including flipping out non-working pump for a new one in less than 10 minutes (and no tears!).

Generators: Maintenance – maintenance – maintenance. If your generator goes out, have a back-up plan. Normally that would be a landline power source that plugs into your van. When all else fails – carry a long power cord. Run it from the client’s house to your van. At least then you can power the key items you need to groom the dog by plugging is directly to the extension cord. (A power strip in the van is also very helpful) It may not be ideal, but you can get the dog(s) done while you seek professional help on your generator.

Mechanic: Again, maintenance – maintenance – maintenance. Personally I LOVED having a mobile mechanic. I only had to have vans towed to a service center a few times for big stuff. Everything else was fixed at the base or roadside by a mobile mechanic service.

Jumper Cables: It’s inevitable – at some point your battery is going to be dead. It’s a lot easier to get a jump if you have cables with you and/or a battery charger to keep a tired battery going until you can get a replacement.

Tires: If you drive a vehicle – it’s going to happen to you. Flat tires come with the territory. #1: do you KNOW how to change a flat tire? #2: Do you have all the times you NEED to change a flat tire? #3: Do you have the safety gear to put out in the event your flat tire happens in a high traffic area to warn other drivers you are stopped?

Anyone that has been in the grooming business for any amount of time knows the value of being prepared. Time is money. Dull, broken or non-functioning equipment cost us not only time – but money.

If you abide by the Boy Scouts motto, you’ll be back at the grooming table in no time – just like we were last week on I-75 with our flat tire and horse trailer!

Happy Trimming!

~Melissa

Getting into the Grooming Groove

Are you highly productive at your grooming table? Are you whizzing though 6-8 pets with ease – or more? Are you able to work smoothly? Are you able to work without interruptions? Are you confident with your trimming skills? Do you have a constant working method you apply to most of your grooming jobs – every time?

In our business – time transfers to money and/or time to spend perusing other actives besides grooming pets. Ideally, most small to medium sized pets should take 45-60 minutes to complete – from start to finish – bath, dry and finish trim. If you are not hitting these numbers, you probably are not ‘in the grooming groove.’

If you are not hitting these targets, it’s time to analyze the problem areas. Over 50% of the time, the time wasted is in the bathing and drying process. On a simple trim, like a one length all-over style that you do every 6 weeks, the breakdown looks something like this:

Pre bath prep: 5 minutes or less (overall observation, trim nails, clean ears)
Bath: 5-10 minutes (double shampoo plus skin conditioning treatment)
Towel Dry: 1-3 minutes
High Velocity Dry: 5-10 minutes
Finish Trim: 20-30 minutes

Grab that timer. Watch that clock – a BIG clock that is easy to see at ALL times. Time yourself. Identify areas where you could improve your productivity. No one can improve anything unless they know a starting point.

Make a game out of it. Use the provided time line as a basic guide. This guide will help you set up your time targets in each area. Break it down. Time yourself. With each procedure – try to consistently improve your best time while maintaining safety and quality. Build in a sense of urgency in what you do with every pet.

Don’t stop. Try as hard as you can to minimize interruptions. Interruptions are energy busters. Sometimes it’s difficult to get back into the flow of things. There is no better feeling than getting into the ‘grooming groove.’ Your days will fly by effortlessly.

Groomers and stylists that in the grooming groove, get great satisfaction out of their work days. Even the simplest trims look great. Groomers and pets are injury free. Clients are thrilled with the work. Happy clients translate into repeat customers. Repeat appointments equal a full grooming book for upcoming months and a successful salon, regardless of its size.

Happy Trimming!

Melissa