Another key point to remember is, this is a necessary time to educate and set boundaries, whether for a new client or an existing client (who didn’t think ahead). If you pass up this opportunity to educate, then you are setting yourself up for the same scenario repeatedly.

There are two things I find to be very important in any client service: First, never shut a door on a client; give them choices. Second, as a business owner, you also don’t want to burn yourself out by continually compromising yourself and not getting compensated for your extra effort.

Early on in my veterinary career, I was just like most groomers and killed myself to please every client. However, I learned that you need to accept that you will never please every client. I found the people who loved me, respected me and appreciated what I did for them were more than glad to compensate me for going the extra mile. Some do it without asking, but most need a little nudge to stop and evaluate (from within) how much they appreciate you. When I started doing it this way, I felt more respected and appreciated. The clients were glad because I took care of their needs, and at the end of the year, it was a lot more satisfying for me and my family.

There is nothing wrong with earning a living, and there is nothing wrong with setting boundaries with your clients. That is the difference between a professional and a client-centric service business.

Ultimately, it is your choice to determine how you approach the situation. For me, the goal was to have happy clients who respected and appreciated what I could do for them.

Dr. Cliff Faver graduated with a BS in Biology/BA in Chemistry before getting a Veterinary degree in 1987. He is the past owner of Animal Health Services in Cave Creek, Arizona and now the US distributor for Iv San Bernard products, teaches the ISB Pet Aesthetician Certification program, and speaks internationally on hair and skin. His passion is to merge groomers and veterinarians to aid in helping and healing pets. He is also a member of AVMA, AAHA, AZVMA, Board member with Burbank Kennel Club, and has served on Novartis Lead Committee, Hill’s International Global Veterinary Board, and a Veterinary Management Group.

“This is a family affair for me,” Gabriela expresses. “My great-grandmother bred and groomed poodles, learning how to groom in the UK, and my grandmother learned from her and traveled all over the U.S. grooming and eventually opened a school. She taught both my mom and aunt how to groom at 14 years old, so I’ve been raised in the industry.”

Gabriela remembers attending competitions with her mom as a small child, and while she was interested in grooming, she took an unusual route to following in her family’s footsteps.

“My mom really wanted me to go to college and see if there was something else I wanted to do and not just jump headfirst into what was my first love,” she explains. “I got a degree in economics and went and worked at PwC in corporate tax for a few years, doing international tax.”

Eventually Gabriela decided it was time for her to head back to the family business to help her mom. And now as the co-owner of All Fur Pet Grooming, which has three locations in Virginia—Fredericksburg, Locust Grove and Stafford—Gabriela oversees the salons, combining tradition with updated techniques to ensure every pet leaves looking their best and feeling loved.

Running three salons is somewhat challenging, but Gabriela credits her management team with helping to make everything a success.

“Since I came back, I have really focused on placing great leaders at each salon because I am only one person, and I recognize that I cannot be everywhere at once,” she says. “In order for the salons to succeed, they need that point person to guide them.

“I truly value that support from others,” continues Gabriela. “I view them as leaders more than managers, and they help guide the team and ensure the clients are treated how I would. And in turn, I train, guide, and encourage them to the best leaders and develop their teams and salons from the bottom up. We are only as strong as our weakest team member.”

Throughout the three locations, some of the groomers have been there for more than a decade while others are new to the business.

“Ninety percent of my groomers are internal, in-house trained,” Gabriela explains. “The company has trained over 35 groomers in our apprenticeship, which was modeled after my grandmother’s school. Several of our trainees have gone on to open their own successful salons, which we are incredibly proud to see.

“I always look to see if someone has compassion and a love for the pets,” she continues. “When I’m looking for that next great groomer, nine out of 10 times it’s a bather who wants to work their way up and get involved in the hands-on apprenticeship.”

All Fur Love Grooming’s philosophy is simple: Treat every pet as if they are your own. That commitment has earned the salons the trust of pet owners who know their “fur babies” are in good hands. Gabriela and her team take great pride in the relationships the business has formed with clients over the years, with many of their customers coming to them for more than two decades.

“Our foundation has always been gentle handling and providing top-tier grooms,” she shares. “We specialize in hand-stripping, show clips, specialty breeds like Komondors, and pretty much everything in between. We can do just about anything for the client, and at the end of the day, the pet is going to get the best treatment and be absolutely safe with us.”

When Gabriela’s mom opened the salon, she made sure that the soft handling and care for the animal were paramount.

“Every salon is different and what works for someone might not work for others, and I can appreciate and respect that,” Gabriela expresses. “But our goal and focus has always been to provide the most advanced tools for our groomers and provide the best quality and experience for the pets.”

The All Fur Pet Grooming team’s compassion especially shines when it comes to senior pets. Many older animals who have been turned away elsewhere find a welcoming space at the salon, where Gabriela carefully assesses their needs, keeps an eye out for possible medical concerns and provides gentle grooming that offers them not only comfort, but sometimes a second chance.

“We do a lot of what we call ‘specialty pets;’ those that need to come in with a little bit of extra ‘happy juice’ to keep them calmer, and then we can work with them over time to reduce that anxiety,” Gabriela explains. “The goal is always to hopefully get off that medication and have a great experience.

“A lot of seniors have had negative experiences due to aging, and we’re not going to turn a dog away because they need extra time, care, and attention,” she continues. “They still need love and compassion.”

From around 10 years old, Gabriela was working reception at her mom’s salon, and even at that young age, she always had ideas for helping the business.

“It was crazy for me to suggest these business ideas at 10, but with my mom being really forward thinking with the business, it pushed me from a young age to think outside of the box,” she recounts. “We implemented our first grooming program way back when desktop programs first came out, and I’ve really focused on bringing new technological tools to the salon to make our groomers’ and now our clients’ experiences more cohesive.

When it comes to grooming, there is always something new on the market, and Gabriela keeps a keen eye on what’s available and what could improve the day to day at the salons.

“We’re always looking for that new product that’s going to make our lives as groomers easier, as well as a less stressful and a better experience for the pets,” she says. “Every trade show I go to, I always want to try something out and I ask my groomers what they think. Giving them the opportunity to see what works for them best is important in making it the best experience for everyone.”

In addition to attending numerous trade shows throughout the year, Gabriela is a founding member and president of the Virginia Professional Pet Groomers Association (VPPGA), which champions continuing education at salons.

“VPPGA has hosted several continuing education events, where we’ve brought in really big industry names, and my staff gets free access to those events, as I pay for them to attend,” Gabriela shares. “I generally host them at one of my salons which has a lot of generous space. I provide it for free for the organization, and I’m there to make sure things are running smoothly which also helps me stay up to date.”

While it’s very important to Gabriela to retain a lot of what her mother put into the business, she knows that she needs to continue to grow and innovate to stay ahead.

“My goal is not to continue to just grow, grow, grow, but to continue to curate that experience and make sure we have good hires in place and a strong team that cares about the clients,” she explains. “We’re not just here to make money. We want to give back to the community, we want to ensure the staff has a healthy and safe work environment, and the pets have a safe and healthy experience.”

As a woman working with a young child at home, Gabriela never wants moms to give up on their dreams.

“I watched my mom stop competing because she had four kids and it was really difficult,” she shares. “I think we’re in a new era and I want to curate that environment to help moms succeed. I want to see other women with children continue in this industry.

“Family first, but don’t forget your own dreams, too,” Gabriela concludes.

This is where perception and reality can differ. During the busy holiday season, it can feel like add-ons are flying off the shelf because the salon is buzzing with energy. But unless you look at the hard data, you won’t know if 70% of clients purchased that holiday spa upgrade or if it was only 10%.

Many groomers assume add-ons are profitable because clients are buying them; however, sometimes the reality is that the same loyal regulars are purchasing them repeatedly while the overall sales are low or supply costs eat into the margin. Profitability ensures you’re not just “working harder,” but actually making the add-ons work for you.

The holidays give you a chance to offer something extra—not because clients need it, but because they’re often eager to splurge. A special holiday photo, a retail package with a toy or treat, or even a limited-edition seasonal shampoo upgrade can create excitement. Clients may love the chance to treat their pet to something festive and unique, even if they’re used to an “all-included” experience.

These types of add-ons aren’t about nickel-and-diming, they’re about creating a sense of celebration and pampering for the pets. Done correctly, they add additional value without undermining your pricing model.

If you have a larger team, an anonymous staff survey may yield the most honest responses. Staff buy-in is essential—if they feel overburdened or frustrated, even the most profitable add-on may not be worth it in the long run.

By testing out new services each year, then tracking and refining them, you’ll build an annual holiday add-on playbook based on real results.

The holiday season brings excitement, chaos and opportunity, and add-on services can be a fantastic way to increase revenue and delight clients—but only if you know which ones actually work for your business. When you measure what matters, you take the guesswork out of the holiday rush and turn it into a repeatable, profitable strategy year after year.

Amanda McGrath is a Certified Feline Master Groomer and the owner of a successful home-based grooming salon. Amanda has a unique talent for time management and organization, and hosts “The Groomer’s Game Plan,” a two-day strategic planning event specifically for grooming businesses. She is the co-owner of Hause of Bones, a small business that creates humorous stickers for the witty side of grooming, and she serves on the board of the Pet Stylist Relief Fund. Currently, Amanda is developing a podcast focused on the unique aspects and advantages of home-based grooming salons.

Not every dog will be a good fit for a mini photo session, though. Clients might choose not to have their dog’s photo taken or shared. Then there are the dogs that are too nervous about the process.

Emily Shannon, a professional pet stylist in Alexandria, VA, explains that it’s essential to understand the needs of the individual pet: “I don’t take pictures of all of my clients, as my main concern is how the dog on my table is feeling,” she says. “If they are nervous, anxious, and just trying to get off my table as quickly as possible, then I won’t take pictures.”

By paying attention to the body language of dogs, Emily can assess if the dog is experiencing stress: “If they are being goofy, silly, relaxed, calm, or just being plain cute, then I will take out my squeaker toy and phone camera to try and capture what I see,” she adds.

“I find it helps to grab their attention by squeezing a toy, using higher-pitched noises, or saying familiar keywords,” says Jessica. “Sometimes even holding an object that’s theirs, like their collar or leash, gets them to perk up or tilt their head just right for a cute photo.”

Jessica explains that taking photos isn’t just for the salon, but for the clients too: “It allows owners to see different haircut styles and point out what they like or don’t like, which makes communication much easier,” she adds.

Emily notes that sharing photos with clients is meaningful beyond capturing the grooming style: “These pictures have been amazing to show my clients, especially after the dog has passed away,” she says. “We can usually laugh and reminisce of their time spent with me in the salon.”

“In fact, several clients have printed the pictures we have sent them and put them in a frame,” continues Nikki. “Taking a great photo really elevates us in this business, as many new clients have remarked they never received this level of service from their previous groomer.”

To take a good photo, groomers should ensure the background and the surface the dog is on are clean and free of hair. It does take practice to figure out the best way to take photos that show off the dog’s grooming, so experiment with different angles, backgrounds and light. Some groomers take photography workshops or classes to learn the best techniques.

Uploading photos is another time-consuming process. It’s important to keep files organized if you want to use the same photo more than once. Create an easy-to-navigate system for maintaining the digital images. Using folders and consistent file names can make it easier to pull up pictures as needed.

For groomers who decide to take photos of their work, those photos must represent their skill, professionalism and commitment to their clients. A bad photo might say even more than a good one. With a little bit of planning and figuring out what works best, groomers can capture pictures they will be proud to share.

We also know that dogs can sense our emotions, including stress. Starting the day stressed and exhausted will only make things take longer, as those not-so-frequently groomed pups may sense our anxiety and believe they have something to worry about, causing them to act out.

The worst-case scenario is a vet visit because the dog zigged when we zagged while using sharp tools, and no one ever wants that. At best, it will just make our long day even longer, leaving us with less time to do things we enjoy and continuing the cycle of lack of sleep.

The analogy of self-care as putting the oxygen mask on yourself first does not stop when our busy season starts; it becomes even more valid. The next isn’t as straightforward. It involves finding what works best for you, what actually feeds your soul and helps you find your calm.

If a few minutes of playing silly games on your phone helps, that’s self-care. If you do really want that bubble bath but only have time for a 15-minute soak, that is still better than no soak at all. Find whatever sparks joy in your heart, no matter how unconventional it is.

Days off can seem few and far between, and often get overscheduled with things that “have to get done”—and sometimes they do. We still need to get food and have clean clothes to wear. Holiday chores still need to get done, but our need for a work-life balance should be higher up on our to-do list.

Being able to be present for the pets in our care as well as our families is vital, but especially important during the holidays. If we can’t take care of ourselves, it becomes harder to care for others. It may seem trite, but it’s true.

We work hard to take care of our bodies with proper ergonomics; let’s not ignore emotional ergonomics during the times we need it most. Take your moments of self-care, even if that may be doing nothing, because starting your day refreshed physically and emotionally will actually help the day go more smoothly. Your reflexes will be faster to avoid accidents, and your patience will be refreshed.

We all know those stressors will come that we can’t do anything about. We can’t control other people’s actions; we can only control how we react to them. Here is a stress-relief tip that I use in real life: Turn it into Bingo!

Using a free online bingo card generator, plug in all the things clients say in your shop that might make you crazy. It can be anything from “Don’t forget the nails,” to “Do you have any openings today?” As long as you know they’ll be said, and that it might annoy you, you might as well turn it into something fun. You can even give out silly prizes and get the whole salon in on the action!

The holiday season is what we make it, and self-care looks different for everyone. Taking time to do something—or “nothing”—for yourself can help put the “happy” in Happy Holidays or the “merry” in Merry Christmas.

The bottom line is, self-care and the holiday rush are not just compatible; they’re vital to one another. So, be good to yourself through the holidays and well into the new year.

1. Understanding Workplace Accidents Caused by Fatigue. (2025, August). Fatigue Science. https://fatiguescience.com/blog/workplace-accidents-caused-by-fatigue

• Remove painful mats or tight pelted areas
• Thoroughly clean and degrease the skin
• Blow-dry and visually inspect the cat for wounds, scabs or skin conditions
• Trim nails and address hygiene zones (sanitary, paw pads, ears)

The goal is to get the cat feeling better and create a clean slate. Trying to preserve a specific haircut or style in these cases often causes more stress for the cat and makes the groom unnecessarily difficult.

Even if the coat looks salvageable from the outside, it’s what’s underneath that counts. Mats can trap bacteria, fleas, dried feces and even old wounds. Removing them isn’t about vanity; it’s about health.

I started offering a simple incentive that changed everything. For matted or neglected coats requiring a full lion cut, I include a complimentary bath and blow-dry six to eight weeks later. The follow-up visit isn’t necessarily free; it’s part of the higher price they are paying for the initial mat removal appointment, but it feels like a bonus. And it gets them back in the door.

Here’s why it works:

• The follow-up bath lets you check the coat as it grows in.
• You can start working on desensitization and better handling choices.
• It gives the cat a positive, lower-stress grooming experience.
• Clients feel like they’re getting extra value.
• You can reschedule the next full groom while they’re in.

This single strategy helped me shift dozens of “naughty” cats onto regular schedules. Once clients see the difference in their cat’s coat and behavior, the idea of waiting another year loses its appeal.

Here are some common reasons cats act out during a once-a-year groom:

• Pain from tight mats pulling on the skin
• Fear from being handled in unfamiliar ways
• Sensitivity from unaddressed skin conditions
• Panic due to restraint or aversion to loud noises
• Lack of familiarity with the grooming process

All of these are made worse when grooming is done infrequently. Without consistency, cats don’t get a chance to adapt or learn. Every appointment becomes an emergency. Your goal as a professional is to not only solve the current issue, but also to prevent it from happening again. That means setting the tone for a new grooming routine.

Try saying something like the following:

• “Now that we’ve removed the mats, I’d love to show you how we can prevent them from happening again.”
• “This haircut gave her a clean slate. A bath in six to eight weeks will help her coat grow back healthier.”
• “Cats that only come in once a year tend to get overwhelmed. Regular visits are shorter, easier and much less stressful for her.”

Keep the focus on the cat’s comfort and your expertise. You’re not lecturing—you’re coaching. Offer solutions, not just services.

• The extra time and risk involved in the groom
• The skill required to safely handle a difficult case
• The value of a “reset” service with a follow-up built in

That’s why I charge more for once-a-year, severely matted lion cuts—and that price includes the return visit. Not only does it protect my time and safety, but it also builds in an incentive for clients to return sooner.

Clients love getting something “free.” What they don’t realize, though, is that second appointment is your opportunity to flip the script and turn a yearly disaster into a manageable routine.

Your rebooking strategy should include:

• Offering specific dates (not open-ended suggestions)
• Framing the next visit as part of the recovery process
• Including a reminder message or card with the cat’s “coat care plan”
• Reinforcing how much easier and less expensive the next groom will be

Here’s a sample script: “Here are some dates for Fluffy’s follow-up bath. That’ll help her coat grow in nicely and keep her from getting gross or matted again. Which will work best for you?”

Make it sound like a continuation, not a separate event. You’re not selling a new service; you’re finishing what you started.

Once the coat is healthy and the cat is on a regular schedule, then you can start to talk about maintaining a full coat, adding hygiene trims or trying new styles. But until then, every groom should serve a purpose: comfort, prevention and habit-building.

• They remember that the process isn’t scary or painful.
• You are able to catch skin and coat changes early.
• The groom takes less time and less handling.
• The cat’s behavior improves with your relationship.
• You build rapport with the owner.

And for you? Fewer surprises, fewer injuries and fewer three-hour shave-downs. Everyone wins.

Your job isn’t to judge your clients. It’s to meet them where they are and show them a better way. When you prioritize the cat’s needs and give owners the tools to succeed, even the most “naughty” cats can find their way to the nice list.

All it takes is one positive experience, a little coaching and a clever rebooking strategy. Add in a “complimentary” follow-up that feels like a win, and you’ll turn those once-a-year cats into loyal, fluffy regulars—no cape required.