UPDATE: Just got an email from the owner. I'm not sure it helps the case that you should go there. There is a snippet from the email below. It's not the whole thing because it is incredibly long, and basically makes excuses for how the owner was not able to keep quality standards for their own business... and blames their employees for the issues.
;tldr The owner admits that quality of service has apparently been horrible unbeknownst to us. Blames employees.
Snippet From the Owner Email ----------
... As many of you may know, I have been a business owner for many years in several other industries. I have always believed in doing things right and that does not always equate with doing things the easiest or quickest way. Over the past several years I learned that the work ethic in this industry is severely lacking + I have grown tired of "babysitting" groomers for lack of a better word. For example:
- i had no choice but to implement a weekly check of each groomer's tools to assure they were, at least, cleaned once a week. You cannot imagine how dirty + full of hair + dander their tools were. The groomers were instructed to clean their tools the last day of their work week + leave them on their grooming tables so I knew they had been cleaned.
- On week two I found out that one groomer was leaving her tools on the grooming table, uncleaned, so I would think she was cleaning them. Ok, the scary thing here is that the groomers only cleaned their tools once a week + only when I did a mandatory check.
- Groomers tools are their livelihood. Many times over the years groomers would use broken tools including some that made it very uncomfortable for the pets they were grooming. I provided the majority of equipment needed to groom + often purchased grooming tools for the groomers, but their personal tools should always be clean + in proper working order.
- Occasionally, some pet guests may have a few mats. The groomers' response when combing them + your pet yelps in pain? Your fine! That was nothing!
- You should expect that when a groomer brushes your pet's teeth that a mere 5 seconds is not sufficient! That is another issue I addressed several times with groomers.
- Groomers were constantly on their cell phones to the point that I told them they could not use them while grooming + would need to go outside to take/make calls.
- Talking was non-stop while grooming. How can you concentrate on grooming one of our pet guests while engaged non-stop in conversation with another groomer?
- I allowed ear phones (in one ear only) so the groomers could listen to music of their choice rather than our spa music that has been a staple here since day one. Apparently, one groomer was watching + listening to movies on her cell phone while grooming. Ok... end of ear phones.
Constantly changing your grooming appointments to accommodate the groomers' personal schedule.
- The list goes on + on but I believe you get the picture. I have policies + procedures to assure that your pet is in a safe, clean + caring environment. I have had endless conversations with individual groomers + group discussions during staff meetings addressing these issues + multiple other issues. ...
---------- End of Snippet read more
