A different lady greeted me at the counter for check-in on Friday. While a bit unprofessional, I answered her questions & dealt with her interruptions. I explained that Jamie, the owner, told me to share any requests at the time of check-in.
Such requests along with the experience of sharing said requests:
- shorter cut so I don't have to bring him in every 60 days. Defensively, she said there has to be something else that's changed if his hair is growing faster... I clarified, his hair is not growing faster, but I personally don't want to come in bi-monthly, and a shorter summer cut will help him adjust to the humidity.
- she proceeded to ask if I still wanted the same Cairn cut around the face... I confirmed yes & added I love when it's full like a lion's face.
- the tail length should match body length to which she looked up and asked "as in you want a rat tail?"... I smiled and explained that the last two times he was brought back to have it corrected.
- and I requested special attention on his nails because they grow fast. I said his quicks get so long now that he is getting older.. and she rolled her eyes at me.
She apologized if I've ever left unhappy and reminded me to always bring dissatisfaction to their attention. She said "we never want you to fix anything at home yourself". I thought she was being sincere, boy was I mistaken.
Fast forward to pickup... while signing a mysterious retroactive waiver, I say to my dog "ohh you look so cute, my handsome boy... your face is a bit shorter than normal, but you will get to lay out in the sun now". One minute later, she suddenly tells me they will no longer be taking my dog because they cannot make me happy & are tired of hearing me complain about their work.
Baffled, I ask to speak with Jamie directly-- since she is too cowardly to deliver the news herself. I ask where this is coming from... and with the rudest smile I've ever seen, she proceeds to rattle off baseless complaints that I never made. The best one of all, "didn't you just get done telling her that your dog's quicks are too long because we don't know how to cut nails properly?" No, I sure did not say that.
All other examples that followed were completely fabricated from the mouth of her unprofessional employee. This was so awkward, so confusing, I was literally stuck in the middle of their he said/she said game.
So I try to reason with Jamie reminding her that we've never had issues and the number of dogs that come to her because of my family's referrals. She dismisses me. I continue by defending myself in that when I called to make the appointment, she herself told me to reiterate my preferences at the time of check-in. I willingly apologized if my execution of feedback was misconstrued as a complaint, but in the end, I pay their prices, I wait their schedule, and I tip far better than likely anyone in this area. Even the lady that checked me in confirmed that she encouraged my feedback.
Jamie then says she isn't trying to be mean, but she has cameras and it was my tone. Firstly, security cameras do not have sound... Secondly, the lady who checked me in corrected Jamie again to say my tone was not at all bad... and thirdly, it's not about being mean or hurt feelings. Rather, her service is a business transaction and her accusing me of nonsense is bad business.
She then said she is willing to start over with a fresh slate. HA. No thanks! Everything I said was taken out of context and even worse believed by the owner without even talking to me... and despite the lady standing there semi-defending me along the way.
Jamie, you might be popular enough to make clients feel horrible for NO reason ensuring they won't return likely because you cannot keep up with volume... But as a business owner, you need to be educated on tact & professionalism. Because little did any of us know, my dog was in pain. He was rushed into an emergency surgery hours later. Where is your compassion for live animals who cannot tell you how they feel?
My dog isn't a difficult boy, but you are a rude female dog. read more
