by Dr. Cliff Faver
t’s the week before Christmas, and you don’t even want to answer the phone because it’s either another one of your clients who forgot to book or a competitor’s client that couldn’t get in at another salon. Do you view this as drudgery or a potential opportunity?
Let’s face it—with everything going on during the holidays, people often forget to book their appointments, and when they call, they are desperate. If you can’t get them in, oftentimes they are mad at you because of their poor planning. What a way to ruin your already stressful day or week.
Typically, you want to do right by your clients, but there is only so much of you to go around. When we are faced with situations like this, we should not get mad, but instead look for a potential opportunity that presents a positive outcome rather than a negative one.
How many times have clients called in at the last minute, panicked because they have exhausted their options, and offer to pay you a higher price? If we understand that money is not the issue, then perhaps we should consider it like healthcare (whether for humans or animals) and create urgent or emergency grooming time slots.
Do health professionals charge the same for a walk-in or emergency as they do for a routine scheduled appointment? No, because it is a special service and worth more.
Think of this scenario: You leave one (or several) appointment open every other day or once a week at the end of the day for those “emergencies” and charge a premium (overtime pay is one-and-a-half times the normal range, if you need a reference). You don’t have to explain what you are doing behind the scenes; all you say is, “I can work you in past my scheduled appointments on (day of the week), and the fee for me to do that is $X.”
Giving too much information opens negotiation. You offer what you have to offer and let them make the decision. They will either take it or not, but it is their choice.
The typical service provider who keeps talking will invariably end up having the client come in at the same time for the regular price, which totally defeats the purpose. You can always have a backup list of your best clients to work in at regular prices (or slightly higher) if the appointment is not filled.
Offering this option solves many issues, but the primary reason for establishing it should not be to increase income. The main advantage is that all clients who call at the last minute from other salons are now upset with their regular groomer and often are looking for a new salon. You may disagree with their decision to leave their previous salon, but we must remember that we are not in control of the client’s emotions.
There is nothing wrong with earning a living, and there is nothing wrong with setting boundaries with your clients.
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.