


by Melissa Viera


What is the secret to such a high level of service? The ability to communicate elegantly and listen carefully lies at the heart of their skills. Communication is an important part of an exceptional dining experience. Servers know the menu well and they can answer any question their guests may have, as well as make suggestions with confidence. Throughout the dining experience, the server is also an observer and a listener, often predicting the table’s needs before they are even requested.

Communication begins with someone before they even decide to book their first grooming appointment. The business is already communicating with the customer through their marketing efforts. Everything the business does—not just the obvious attempts at attracting new customers—sends a message. Therefore, it is important to have a clear process for everything, and to continue to adapt that process.

Once a customer books an appointment for their pet with your salon, you can provide even more details. One way to do this is by sending an automated appointment reminder that includes all the important details, such as what they need to fill out upon arrival or beforehand, what to bring, where to park and how long they should expect their pet to remain with you. Make sure these details maintain the voice of your brand.

The intake specialist should also set realistic expectations. Besides listening to the customer, they should explain what can and can’t be done in a way that aligns with the brand. Whether it’s describing the luxury spa experience a pet will enjoy or highlighting low-stress techniques, you can brilliantly communicate what makes your salon unique while explaining the process to new customers.
Presenting a Pet

The person bringing the pet out should be proud of the work, whether it is the groomer or another team member. Team members should appreciate each other’s skills. When you are proud of the work, it shows. Not all communication involves conversations.
Follow-Up Care

If you have expectations for the customer, such as keeping the dog on a six-week schedule, make sure the communication about this is clear. Every business is unique, and knowing what each client needs and what is helpful for them and their pet is paramount.
Communication enhances the grooming experience for customers. But more than that, it allows a groomer to educate their customer about coat care, training for grooming and more. This contributes to the wellbeing of the pets and it is helpful for the people who care for and love them, too. While no system is perfect, we can always refine and change the process and communication styles.