endy was at her wit’s end. She just received this scathing review on social media:

Don’t take your dog here to be groomed! I just picked up my sweet Princess Lily and when they brought her out to me, I didn’t believe it was my dog. She was shaved bald!

My Lily is an F1b Australian Golden Doodle. The breeder told me her hair shouldn’t be cut until she was a year old. So, for her first birthday, I took her in and told the groomer that I wanted just a little trim, especially by her eyes and her butt.

When I picked her up, ALL of her hair was gone. The groomer said her hair was matted and she had to be clipped that short. No way, I brush her all the time!

They have ruined my sweet Princess Lily. Now she’s embarrassed and hiding. She’s shaking her head and the ends of her ears have blood on them.

I’m taking Lily to her veterinarian right now…then I am calling my attorney. This so-called pet stylist needs to be shut down so she can’t butcher any other precious pups!

Wendy couldn’t believe what she was reading—that’s not at all what happened. When this woman brought her dog in, Wendy checked her in, noticing the dog had never been groomed and was pelted. Wendy showed the client the matting and told her that the dog would have to clipped short all over. Even though the woman wasn’t happy, she agreed.

When she picked up her dog, Lily’s owner caused a huge scene. She screamed when she saw her dog and started to cry. She denied that she gave Wendy permission to clip the hair off her “rare” dog. She kept shrieking that Wendy ruined her dog, so now she would ruin Wendy. She refused to pay, took her dog and left.

Wendy became a groomer because she loves animals and has worked very hard to build her business. She never dreamed anyone would falsely accuse her of doing anything to hurt them. Now she has to defend herself and try to mitigate the damage to her business.

Unfortunately, Wendy is not alone. Every day we see posts on social media bashing groomers and accusing them of injuring pets. What could Wendy, and others, have done to prevent these damaging reviews of their business?

In today’s world, groomers have to plan for their safety and put procedures in place to safeguard their livelihood. Protecting yourself starts during your first contact with a potential client.

During the initial phone call or website visit, ask them questions like, “When was your pet last groomed professionally?” “Were there any problems with the groom or the groomer?” “Why are you looking for a new groomer?” and “Has your pet ever bitten anyone?” These questions (if answered honestly) can give you insight about potential problems.

When a client—especially a first-time one—arrives for their appointment, have the owner present when you check in the pet. As you examine the pet, point out and document any problems like matting or other issues, such as ear odor or inflammation, feces stuck to the rear end, fleas, etc.

Good communication between the owner and stylist is vital for a positive outcome. Ask them how they want their pet groomed and clearly explain if it is, or is not, possible. Take the time to discuss in detail what will be done during the grooming process.

Show them charts or pictures of breed standard grooms. Hair-length charts are especially helpful when a pet parent says they want a “puppy cut” or that they want their dog “short, but not too short.” With a visual, there will be no misunderstanding as to the desired length.

Matted pets are one of the most frequent issue groomers are presented with. Have before and after photos showing matted pet clip-downs. If possible, have a piece of pelted hair to show owners as well. Point out how the top of the coat can look brushed out but underneath it is a solid mat.

Make sure the owner understands what you will be doing to their pet. Have every owner sign a consent/release form. If they refuse, don’t groom the pet. There is a consent/release form for nearly every situation: General Pet Release, Matted Pet, Senior Pet, Double-Coated Pet, Creative Color, Pet Safety, Cat Grooming, Mobile Salon, Social Media, Cage Dryer and more. These can be purchased at www.barkleighstore.com or you can make your own.

In addition to having signed releases for every pet you groom, it’s imperative to have insurance coverage and also to take photos and videos to protect yourself. If the pet has any skin abrasions or issues, growths, ear redness or odor—anything out of the ordinary—document it. If possible, video the entire groom. That is irrefutable proof of everything that happened during the grooming process. Also have cameras inside and outside your salon or mobile unit to protect yourself.

Rich, a groomer who has a salon about 20 miles from Wendy, recently had an incident that could have had a totally different outcome if he had not been prepared…

A belligerent pet owner called Rich and said that his pet was limping and accused Rich of injuring the dog when he groomed it earlier in the day. The owner then demanded that Rich pay the veterinary bill for the dog’s treatment and threatened to defame him and his salon all over social media if he didn’t.

Luckily, Rich has cameras inside as well as outside of his salon. When he viewed the footage of the day, he could clearly see that the dog was not limping when it left the salon. He saw the owner open the back of his SUV and tell the dog to “load up.” The dog attempted to jump in but didn’t make it. It fell to the pavement with a sharp yelp. The owner quickly picked him up, tossed him in the car and left.

After Rich viewed the videos, he called the owner, related what he saw, and calmly invited the owner to come to the salon and view the footage. The owner quickly hung up and Rich never heard from him again.

If Wendy had taken photos or a video of Princess Lily’s groom, and had a signed release, Lily’s owner might have been less likely to leave the bad review. And, even if she had, Wendy would have had proof of the condition of the dog when it came into her salon, proof that the owner gave consent and proof that the dog was uninjured when it left the salon.

Do yourself a big favor and be like Rich—protect yourself!