I switched to this groomer even though they're double the distance & quite a bit more expensive…read morethan my previous groomer because a friend recommended them, specifically saying they treated her dogs like their own.
For my first appointment with my two dogs, I accidentally went to the wrong location. I called & the receptionist helped me get to the correct one. I arrived 20 minutes late, and they said they no longer had time for a full groom & could only do a mini groom. I wasn't happy, but completely understood.
The night before my second appointment, they called asking me to change my appointment time to fill a gap in their schedule. I gladly rearranged my day to accommodate them.
Today, 4 weeks later, I arrived for that appointment. I normally keep my dogs on a 4-week full-groom schedule & their coats short to prevent matting.
When asked how I wanted them cut, I explained I wanted the same style they currently had, just shorter. The groomer cut me off, somewhat rudely, stating my dogs had never had a haircut there before. Obviously I know that. I clarified that I meant their CURRENT style/shape, taken down to half the length, and let the interaction go.
After I got home, the receptionist called saying one dog was matted all over, needed to be shaved & I'd be charged a $20 matting fee.
I explained that this was frustrating considering THEY chose not to cut them at the previous appointment. I understand their time constraint because I arrived 20 minutes late after going to the wrong location, but what did they expect when a doodle goes 8 weeks without a full haircut? They mat easily even with grooming every 4 weeks, which is why I keep them short.
I wasn't upset that they couldn't fully groom them the first time. I wasn't even upset that she needed shaving. I was upset by how everything was handled. When they needed ME to rearrange my schedule, I accommodated them without hesitation. When they couldn't accommodate my full groom, I understood. A client/service-provider relationship goes both ways.
When I picked them up, I said I wanted to see my dogs before tipping. Asking for a tip before I'd even seen the service was odd, and after the interactions that day I wanted to ensure they hadn't been accidentally nicked during the shave.
I tried discussing my concerns with the groomers. Why not call me directly to discuss the situation/options? Why not attempt something like Cowboy Magic or coconut oil to demat before shaving? I was told her coat was "unsaveable," she was badly matted all over, and as the owner it was MY fault because I should brush her every day. I tried explaining I've only ever had one matting issue before & clearly know how to care for my dogs, but I was rudely interrupted every time I tried to speak and could hardly get a word in.
Here's my point: If they noticed matting at the first appointment, why not say, "Hey, we noticed some matting starting. We didn't charge you because it wasn't excessive, but brushing more frequently will help prevent it & save you a matting fee next time."
THAT is someone I would listen to because it feels like a partnership, rather than being treated like a neglectful owner.
And today, imagine if the groomer had called and respectfully said, "Hey, I wanted to keep you informed. She's matted all over. I know your first visit was stressful after accidentally going to the wrong location, and now it's been 8 weeks since her last full haircut. We tried X/Y/Z to save the coat, but unfortunately we need to shave her. Can we make a plan together to prevent this in the future? It'll save you money & keep her comfortable."
That would have been an ENTIRELY different situation.
You cannot treat clients like a nuisance, tell them they don't properly care for their pets, refuse to let them speak, AND charge $110 for an 8-lb dog and $120 for a 65-lb dog.
I highly suggest customer-service training for the groomers. I've never had an issue with a groomer. I normally tip 30% and even bring holiday/birthday goodies to my vet & groomers. Today, for the first time ever, I left $0--not because my dog was shaved, but because of how I was treated.
A groomer-client relationship should be a partnership in caring for someone's pets. I'm not a veterinarian or groomer--that's WHY I partner with professionals to provide the best care for my babies.
I drove 30 minutes out of my way and willingly paid more because I don't mind paying for better quality. You could have gained a lifelong client simply by handling this situation with communication, kindness & professionalism.
DO NOT COME TO THIS GROOMER! You will be treated like you're just a number.
