Sure, you can loosen up with long-time clients; however, be aware that it could backfire at some point. After all, this is a business and you are a professional. Clients are not friends, no matter how much we want them to be or treat them as such. Never apologize for setting clear boundaries and enforcing policies or procedures. Remember, the only people who get upset when you set boundaries are those who benefitted from you not having any.

If you struggle with explanations like I do, then this article is for you! I will walk you through some common client questions and ways to respond, as well as an example of firing a client.

Client: I want to make an appointment, are you accepting new clients?

Hello. Thank you so much for your inquiry;* however, we are not currently accepting new clients. I can add you to the waitlist if you would like.** We have also been referring new inquiries to Salon XYZ.*** Have a great rest of your week!

* Always thank them for reaching out, it cushions the blow.

** Offer this if you have a waitlist. If not, skip this sentence.

*** I suggest making at least one alliance with a salon in close proximity to you to send referrals to.

Client: Can we stay and watch Buddy be groomed?

Unfortunately we do not allow pet owners in the back of our salon while we are grooming.* You are welcome to stay in the lobby, but if Buddy sees you and gets too excited, we may have to forfeit services for safety.** It would be best if you came back at his scheduled pick-up time, or you’re welcome to wait outside and we can give you a call when he’s finished.*** Which would you like to do?****

* While this could be your salon’s policy, it’s also a legal concern, as most insurance policies won’t cover accidents with clients in areas only staff should be.

** Let them know in a kind way you have no problem sending their pet home if them being present makes grooming their pet more difficult for you.

*** Tell them what you would prefer but also give a couple options.

***** End with open-ended questions when giving multiple choices, as this makes them feel like they are the one making the decision.

If a client is persistent or non-negotiable, then just forfeit the services and fire the client. Life is too short to argue over the safety of an animal. Keep in mind, YOU are the professional and your recommendations go above what a client wants. They aren’t always aware of what’s best. Communicate with confidence and the client will instantly feel more comfortable with your suggestions.

Client: I know I’ve missed a couple appointments but Buddy really needs groomed today. Can I bring him in?

Hello. We do not have any availability today.* Due to Buddy missing several appointments,** we are going to have to require a deposit that will go towards his next appointment in order to get him on our schedule. This deposit is non-refundable, so you will be charged if he misses his next appointment.*** The next available dates are____, ____, ____.**** Will any of these work for Buddy? The total due today to book Buddy’s appointment will be $X.XX. Should we charge the card we have on file for you?***** And would you like the receipt texted or emailed?******

* Always address the original question.

** I like to point out that the dog missed the appointment, not the owner. It is less accusatory and typically non-confrontational.

***Make sure they are aware they will be charged if they do not show up for the appointment.

**** Give several dates and times available for a client to choose from to avoid excessive back-and-forth conversation.

***** Ask a closed question that only gives them “yes” or “no” options for response. Avoid questions such as “Is that okay?”

****** Be sure to send an itemized receipt noting the non-refundable deposit so they can’t accuse you of charging for services that weren’t performed.

I prefer to fire clients via text. Not only does it keep a record of communication, but it also allows time for tactful responses. You never want to send an emotional-filled response. Taking the time to write out a professional response is important. Here’s an example of a text I would send to let a client go:

Hello, this is Jane with My Dog’s Salon. I am writing to you today to let you know I am removing Buddy from my schedule. After some recent reflection on our last conversation/visit/exchange, I have decided that going forward it would be best for Buddy to see another groomer. I can recommend Salon XYZ.* They should be able to accommodate Buddy.** I hope you have a great rest of your week, please give Buddy a big hug from me! Take care.***

* Always recommend another salon when firing a client, even if you’re not that familiar with them. It shows you still care about the wellbeing of the pet.

** Add a personal suggestion to this sentence on why they are a better fit (e.g., they have multiple groomers on staff, they accommodate walk-ins, etc.).

*** End it on a positive note and always wish them well.

Always remember that you do not owe a client any explanation; however, you do owe it to your business to conduct yourself in a professional manner at all times. You could be firing a client because they are aggressive (pet or owner), excessively tardy, never show up, too picky, bad attitude, price haggling, etc.—whatever the reason is, it’s a valid reason.

The number-one way to fight groomer burnout is to remove clients and their pets from your schedule who cause you any grief. If you see a name on your schedule and you dread coming to work that day because of them, then they don’t need to be your client anymore. Saying “no” (in a professional, polite way) will rejuvenate your passion for grooming and make your days more enjoyable.