7 Tips to Fire Grooming Clients While Avoiding A Bad Review

Have you ever wondered how you can fire a client gracefully, all while hopefully avoiding a bad review? It’s never easy, but I’m here to help!

In today’s blog post, I’ll start with my tips on how to fire a grooming client while avoiding a bad review, and then we’ll move on to some real life examples I’ve encountered or my students have encountered.      

Ready? Let’s get started with my expert tips and real-life examples.

These conversations can be very uncomfortable, so first things first, affirm their pet!

“It’s not you, it’s me."  Make sure that they know it’s not about them or their pet. 

Here is an example:

Your grooming client is used to having their pet groomed one on one and/or straight through/ express (this is something that you have maybe stopped offering).

Here is an example of a script that you can use with your clients.

It’s been really amazing taking care of Fluffy for the last 2 years. As you know we’ve grown exponentially in the last 2 years. I want to thank you so much for being a part of that growth. I’ve noticed that you are used to us having Fluffy groomed straight through. That’s not a service we’re going to be able to offer in the future. I have a list of other names that I can give you that may suit you better, because I’m not going to be able to do any more start to finish [express] grooms. 

You can see in this example that we are affirming their pet. We are also thanking them for being a client. Sometimes when we’re just starting a business out we have all of these lofty ideas. Or we’re trying these things out, and long-term they just don’t work. That’s what happens and that’s okay.

Let the grooming client know that it’s not their fault - it’s just that things have changed. Sometimes it just doesn’t work out.

Don’t ghost your clients.

You can’t expect to be treated like a professional and then act very unprofessional.  If the grooming client is not being rude or unreasonable, just let them know how things have changed or you’re not going to be able to service them again.

Here is an example:

A former or current grooming client wanting to stay while the pet is being groomed.

Using a similar format to the previous script, and then add something along the lines of the following:

Anyone who is not an employee cannot be allowed in our grooming area.  In order for your pet to build trust in us, we cannot allow you to stay.

OR

You’re welcome to stay under these terms and conditions (xyz)…but we’re unable to accommodate (whatever their request is).

You can offer alternatives such as a video of the pet, or gently remind them that they must start having trust in you, if they are to have a fruitful long-term relationship. You are both here for the best interest of their pet, and have to be on the same page.

Some grooming clients just want to feel comfortable so you could just send them a quick video of their pet being fine while getting their service. 

The only exception to this rule is if a client is being irate - then I would not engage in the conversation.

Don’t break up with clients via text.

If you wouldn’t want someone to break up with you after three dates via text, don’t break up with a grooming client who you’ve known for years via text.

They can’t hear the tone of your voice over text, and it can make things worse.

Now if you are uncomfortable and must do it within a written format, I highly suggest email or a good old fashioned letter. Again, I don’t think that’s the nicest, most appropriate way, unless this is just a consultation. But we’re talking about a grooming client that you’ve had for a while.

Remember that all text messages and all conversations (less so phone calls but even them) can easily be screen shot and uploaded onto tik tok, facebook or on all other social media platforms. Clients can easily use this as a weapon.

This is why I highly suggest that you have a phone conversation or an in-person one where they can hear your voice and what you’re talking about. You can actually communicate with them as an equal person. 

Now if you are worried about not having text to back up what was said, you can use a program like Dial Pad. It’s incredibly useful if you’re hiring a virtual assistant or another person to do your phone calls. You can actually go back and look and see if that was actually the case.

Create healthy boundaries and set realistic expectations. 

Most of the time, clients can be trained to be great clients. Stand your ground and be clear with kindness

Here is an example:

A grooming client is late for drop off.

Here is an example of a script:

Hey Susie Q. I love grooming Fluffy. He’s a great dog. I really need you to hold your appointment time.  When you’re late, it pushes everything back. I want to make sure that I give Fluffy all of the time, care, and attention that he deserves. When you’re late and you’re running behind, that means he has to go without, and I don’t think that’s really fair to him. And honestly it doesn’t make me feel all that great because I want to make sure that you get the best service. What can we do to solve this?

Sometimes handing them the problem allows them to set their own boundary. Remember to be the GUIDE, not the hero or the villain.

Perhaps they answer with something along the lines of:

I need a more flexible drop off time.

This is up to you and your policies.

You could respond with:

That’s fine, but I just want you to understand that that cuts into the time that I can do the service. So that may mean that I’m not going to cut his nails or clean his ears, because I need to make sure that his haircut is done.

Or with a bath dog:

That may mean that he might go home wet.

This is a personal business decision. Do you want to have a groom client who comes late, and forces you to do a half done job?

If you don’t want to do that, you can say something along the lines of:

I’m really sorry to hear that. My grooming service standards are really high and I think that’s why you picked me.  If that’s not important to you then maybe I can give you the names and numbers of other local groomers who may be a better fit for you. 

Be firm, but don’t be a doormat.

You could always yell back or push back in this instance, but it never does you any good.

I always try to be a little classy, or a little sassy, but never nasty. Being nasty never does you any good, especially in this day and age with social media.

Imagine they’re a little kid.

Here is an example:

Irate grooming clients or grooming clients that’ll never be satisfied.

Here is an example script:

We love Fluffy. He's an absolutely wonderful dog. We’re very sorry that we can’t meet your needs. If you’d like referrals, we’re happy to give referrals. However, at this time we feel that we can’t meet your expectations and we feel it’s best if you find another groomer who can.

This is only if you have referrals to give out. I’m actually not a big fan of referrals. I like to tell them, “I have a list of other groomers I’m aware of in the area.” This is because things can change with grooming salons. For example, in 2 years the business could be sold or their priorities may have changed. I’m really not in the business of keeping track of who is doing what. I have to focus on me and my business. 

Now if you do have a really tight knit community and you know the local groomers really well, that’s when you’d give out those referrals.   

Treat people with dignity and respect (even when they don’t deserve it)

I know this can get really hard, but remember: the more personal we take things, the harder our job becomes.  

You don’t know what’s going on in their personal life.

Now, when you have a grooming client who is being derogatory or condescending to you, you can just say the following:

Ma’am/sir, that’s not very nice.

Or you could say, “This isn’t really like you. What’s going on?”

They may have just had a loved one in their family pass away.

Here is an example.

I had a grooming client who wanted me to steam clean her carpets in her house. 

Here is an example of a script:

We’re very sorry to hear that this happened, we do everything in our power but sometimes mistakes happen.  We don’t know why the nail was quicked, or when it happened, as you can see from the video he did not leave bleeding. Unfortunately when pets leave our care, we can’t tell you how thing occur.  I’m more than happy to do something for you but I am not paying to have your entire house shampooed and steamed.

In my grooming salons, we always had videos. That way I know what really happened.

Here’s another example of a script:

We love Fluffy, he’s a great boy, we love clipping his nails for you. When clipping dog’s nails there are occasionally rare mistakes, he’s potentially going to have an instance where he could potentially get quicked. If you feel it’s a situation where he’s going home to a house that this incident could never happen again we don’t feel comfortable putting you or ourselves in that position that you’re not going to be satisfied. We think it’s best if you go to your vet where your vet will be able to (insert issue) make sure that his nails are done to your satisfaction. We’re not in a position of having him stay to make sure that he’s not going to scratch his nails open.

Now, in this instance, the grooming client wanted me to keep the dog all day (for 8-10 hours) to make sure it couldn’t happen. We just couldn’t promise that. The grooming client just did not want to take any ownership.

Ask yourself, “Am I the asshole?”

This is occasionally true. 

Sometimes the things that a customer leaves over can honestly be easily fixed.

Sometimes it’s your ego.

Sometimes we are asking clients to do things that they simply cannot do.

Or you’re just not the groomer for them and they are not your soulmate client and you’re just not compatible with their lifestyle, goals, or whatever it is.

So here is an example.

I have a Standard Poodle whose name is Rory. She’s lovely and I just had to fire my groomer. I wanted very specific things done when grooming my Standard Poodle. I wanted clean feet, clean face, and I also wanted her ears plucked. Her ears grew very fast and she got ear infections. I wanted her ears done with a 10 blade, kind of like in a modernized German trim. Certain things were just not getting done. 

So I asked the groomer, “I need to know what’s included in my groom because I want these services. I want her ears plucked, I want her nails dremeled.”

I don’t really want to take my dog home and then dremel

The groomer acted like I was being unreasonable. They acted like I was intentionally being rude to them. And at no point did the grooming business say. “Hey, do I have anything on my website or on my counter? Do I just rattle off all these things that this customer is supposed to remember what is included?”

But instead of just saying, “This, this, and this is included. This, this, and this is more money.” As a pet owner, I didn’t really love having to ask that question and then be argued with and I didn’t feel good. 

I was like, “I have money, please do this, please don’t make me have to remind you each time.” But if I didn't remind them it didn’t get done and that was very frustrating to me. 

Another thing was that I lived 45 minutes away, so I asked them to give me an hour’s warning. The groom could take anywhere between 2 and 4 hours. I didn’t care as long as I had an hour’s warning, because I’d be either home, or I’d be shopping. I couldn’t drop what I was doing and rush back to the groomer’s. It was every single time where they’d give me like a 15 minute warning, if I didn’t get there in 15 minutes they started charging me more. It was making me crazy. 

Can you please either give me a set time and I’ll be back at that time, or can you please give me an hour’s warning and I promise I can be there in that hour, or can I just have more of a warning? 

Are you asking that client to do something that they just can’t do, and you’re being the asshole about it?

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There you have it  - 7 ways that you can fire a grooming client while hopefully avoiding a bad review. 

I hope you really enjoyed this. I had a blast teaching you. I love sharing these blog posts. If you like it, please give it a thumbs up, a like, a share, whatever it is.