Complaint #2: “You didn’t groom my dog perfectly!”
Sometimes, you’ll have brand-new clients coming in for their very first dog grooming appointment with you. Now and then, some people may start going off about how the last groomer did this and that, and how unhappy they were.
As you can imagine, this can be quit intimidating. Some clients are looking for a PERFECT groom – and honestly, there isn’t one because it doesn’t exist. There are some people that you just can’t make happy. Such is life.
But as always, it’s still your job to try your best! So, listen to everything they’re saying. From there, approach the groom based on your understanding of what it is they want. If you have any questions or are unclear about something, don’t hesitate to ask!
Based on my personal experience, when these types of clients come to pick up their dog afterwards, they’ll gush about how cute it looks and how they like it. However, within a couple of days, our salon might get a call about how they actually hate the groom.
Despite their initial, positive reaction, it’s not, in fact, what they wanted.
How I Handle This Complaint
From here, I’d simply ask if there’s anything I can do to fix what they don’t like. Similarly, I’ll ask if there’s any additional info I should know this time around. This way, I can avoid doing it again the next time.
Believe it or not, a lot of time, that client will just wind up saying something along the lines of, “No, I just wanted to let you know.”
This is the point when I’ll say, “Okay, thanks for calling. If that’s everything, I must get back to my client (a.k.a. the dog I am grooming).” Then I’ll leave it at that.
Most the time, you won’t hear back again from a person that doesn’t like your cut. They’ll simply not return for future business. In this industry, get the odd person who seems to have something negative to say something about everything sometimes comes with the territory.
This is fine – but these are the types of customers I recommend shrugging off and not letting ruin your day. After all, there’s not much you can do about it after the fact. You did the best job you could, and you tried everything in your power to remedy the situation.
Ultimately, THAT’S what matters!