s professional groomers, we spend years building relationships—and not just with our clients, but with their beloved pets, too. We often watch them grow from playful puppies and curious kittens to cherished seniors. So when a client calls to tell you their pet has passed away, it’s not just their loss, but ours as well.

Over the years, I’ve had many clients share the news of their pet’s passing. No matter how often it happens, it never gets easier. But I’ve learned that the way we respond in those moments can mean a great deal to grieving families. Our words and gestures, when genuine and compassionate, can bring lasting comfort.

I’ve had pet parents call me to schedule a final comfort groom for their precious friend when they knew the end was near. Those appointments are always difficult for me, but they mean the world to families who want their pet to leave the world feeling clean, comfortable and loved.

Others have called me from their veterinarian’s office tearfully telling me that they had to say goodbye to their cherished companion. Even in their deep grief, they tell me that I was such an important part of their pet’s life that they had to let me know. Of course, whenever this happens, I stop whatever I am doing and take the time to talk with them.

If I receive a voicemail or a text about a pet’s passing, I return the call at the end of the day. That allows me to have more time to speak with the client and also gives me a chance to process the sad news, as I really do become close to my pet clients and feel their loss deeply.

Often clients need to talk through their grief. They may share every detail of their pet’s last days and their passing, seeking reassurance that they did everything they possibly could have done for their beloved pet. Listening patiently and responding with compassion can help them begin to heal. Sometimes just hearing you say, “You gave them a wonderful life,” can mean everything.

When I learn of a pet’s passing, I acknowledge the family’s loss with a sympathy card and often a condolence gift. A handwritten card really stands out in today’s digital world and gives the pet parent something to keep that shows their pet was important and loved by others.

I always write a short personal message in the card about the pet. Here is what I said in the last sympathy card I sent:

Dear Diane and family,

I am so sorry to hear that dear little Katie is no longer with us. She was one of the most gentle, loving, and sweet souls I have had the honor to care for. I will miss the wonderful visits we had when she came for her appointments.

Katie was a very lucky doggie—she had YOU to love her and to care for her every want and need. YOU made every day special for her. Thank you for allowing me to share in her life and her love.

With Love,
Aunt Kathy

With the card I include a poem I wrote, customizing and personalizing it for each specific dog or cat, along with a copy of “The Rainbow Bridge” and the “Living Love” poem. Many people tell me they treasure these keepsakes.

One client framed the poem I sent about their dog, Hercules, and they keep it along with his picture in their living room over the sofa he loved to lie on. They say it puts a smile on their face every time they look at it.

Most of my clients have been coming to me for their pet’s entire life—some of them for longer than that, as I also cared for pets they had in the past. For many of those longtime clients, I also do something to honor their pet in addition to the card and poem. Here are a few of those gestures that you could also implement:

It’s easy to underestimate how much your empathy and support can mean to someone who is grieving. But your kindness and words of comfort will never be forgotten. For many people, their pet was their closest companion and sometimes the only family they had.

As their groomer, you had a unique relationship with the pet and your understanding words and thoughts can bring tremendous comfort at a time it is really needed. Honor their pet’s life and memory, share in their grief and assure them that their beloved companion will always be remembered.