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Time = Money in a Pet Grooming Salon

Time is money in our business. Sure, we love pets. I don’t know anyone who gets involved in this career who isn’t passionate about animals. Still – time is money. And in this fast paced world, it never seems any of us have enough of either!

My goal is always to turn a small to medium-sized pet in an hour or less; bathe, dry, haircut, and/or finish-work on a bath and brush style pet.

If you are not turning at least a dog an hour, you have an issue somewhere in your routine.

Here are some ideas/methods that allow seasoned pet professionals to hit that goal. Take a read and see if you can identify ideas you can try to help increase your speed in the grooming department. The times given are for small to medium-sized pets. Read the rest of this entry »

How to Encourage Cold Weather Appointments

Do you live in a climate where you have seasonal changes in the weather patterns? For many groomers, the number of grooming appointments dips with the temperature. This can be a real problem if you rely on your grooming income to pay your bills!

How do you combat that problem? Encourage pre-booking.

It always amazes me how many clients have no idea what their pet needs in terms of coat care when the temperatures plummet.

Professional pet grooming is service driven. That means you must be a problem solver – even when your clients don’t know they have a problem! Thus, you become not only the problem solver but also the educator!

Just prior to some of the coldest weather of the season in the northern hemisphere, we have one of our busiest seasons – the holidays. Take advantage of your good fortune.

Here are 6 of the most common problems associated with colder weather: Read the rest of this entry »

The Art of Packaging – Gifts for Grooming Clients

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. Read the rest of this entry »

5 Steps for Setting Goals in Your Grooming Department

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. Read the rest of this entry »

Customer Service Basics

happy-clientrrr 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.”

Read the rest of this entry »

Nine Seconds to Make a First Impression

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. Read the rest of this entry »

What Does the Client Want?

The #1 Role of Service Based Businesses: Solution Experts

A product is a physical thing. You can see it and touch it. You can box up the parts or the assembled item and know how it will look, how big it is, and where you’ll put it when you get home. A service, by contrast, is intangible. You can’t mail a service to your house or carry it from a store.

In most cases, services are purchased – touch, taste, smell, and sight unseen. It’s a leap of faith based on the client’s ability to say what they want and the expert’s ability to interpret them correctly. When you go to a salon or barbershop, you can’t try out a haircut before you buy it. You tell your stylist what you want, then – hopefully – you get it. The better you describe what you want, the better the outcome. Dogs can’t tell you to take a little off the top, so how can you unlock the secret of what your (human) client wants?

By understanding that the person asking the questions controls the conversation!

Read the rest of this entry »

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 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.

Bring Nature to the Grooming Table

Courtney Ramstack a compassionate stylist with a dynamic personality. She has a strong sense of quality with everything that she does. Courtney has trained over 150 grooming students. She takes great pride to make her shops fun and exciting places to work.

We are proud to have Courtney as one of our Training Partners at Learn2GroomDogs.com. The first time I heard this idea explained by her, I thought she was brilliant!

This vivid grooming tip comes from Courtney. This is her description of how to trim an ear short in her video lessons.

Clipper trimming the ear on a dog can be a dangerous step in the grooming process if it is not done correctly. It is very easy to nick an ear with the clipper blade. The ear leather is thin. If you do not follow the correct direction of the coat growth, the ear leather can feed easily between the teeth of the blades.

Courtney came up with a very clever way to describe how to clip an ear to minimize accidents. The visual clarity of her description makes it almost impossible for student to do it wrong. When she’s training new groomers this is how she talks them through the process.

Think of the ear leather like a leaf. It has veins that you can clearly see running through the entire leaf. Think of the dog’s ear like a leaf.

When trimming, a very close blade, like a #40, is typically used on the inside of the ear leather.

The outside of the ear leather is typically left slightly longer. Blades can range from a #30 blade all the way up to longer guard combs. This technique works well with any blade length when a clipper is being used to style the ear.

When you start clipping, lay the ear across your open fingers. Start clipping from the top of the ear at the center — where the stem would be. As you clip, keep the ear gently braced on your fingers. From that center point of the leaf, clip out towards the edges, following the veins just like on a leaf. Keep your fingers underneath the ear as you move the clipper towards the edges to brace it. This will keep the ear stable and the dog under control as the clipper removes the coat.

On dogs with natural ears, there is a small skin flap on the inside of the ear leather. This delicate skin flap is typically found on the back side of the ear. When you flip the ear over and hold it in your hand, normally you can see it clearly. You need to be careful of the skin flap — it is very easy to catch it in teeth of your clipper blade. Typically, the closer of blade cuts, the less likely it is to catch that inside ear flap. For safety, always know where that skin flap is located.

As long as you clip in the same direction as the veins of the leaf, your risk of injury to the ear leather is very minimal. As you clip — or instruct someone else — imagine following the veins of a beautiful leaf. It’s hard to do it wrong with Courtney’s clear visual image etched in your mind.

Happy Trimming!

~Melissa