oes it seem like some of the conversations you have with your clients go a little like the Abbott and Costello “Who’s On First” routine? As groomers, we know what we mean, but do the clients get it? If they don’t, miscommunication often leads to unhappy clients.

Here some common miscommunications groomers may experience with clients, along with their solutions:

A matted dog comes in, which we immediately know needs to be shaved down to his jammies, but the owner doesn’t want him shaved. You go back and forth, but it’s going nowhere. So, you tell the owner that you’ll do your best—full well knowing “your best” will be a shave-down. However, the owner thinks you have a magic wand and they expect Fluffy to be fluffy. When they come to pick up their nearly naked dog, they will be extremely disappointed…and then the bad reviews start coming in.

Instead, “naked” is the better phrase to use here: “I cannot humanely de-mat this coat, so your dog will be naked. Please sign these waivers detailing the stripping process and the physical implications of the stripping process.” In addition, thorough check-ins with a comb will cut down on “my pet is not matted” discussions.

This is the Holy Grail of miscommunication, along with its cousin “Short, but not too short.” I googled the term, and various non-pet grooming professionals say it’s a one-to-two-inch all-over clip. However, I have found that most pet owners don’t know what an inch is in reference to their dog’s hair. It is up to us to inform the client that “puppy cut” is not a recognized term in the professional pet grooming industry and to be specific on the amount of coat they would like left, if it’s possible.

This is one of my favorites. When asking clients if their pet has any health issues, most of the time they’ll say “no” because the pet is under veterinary care so they no longer consider it a problem. Instead, I ask what medications the pet is taking. This will tell me if this pet has a known medical condition that could affect grooming.

If a client says their pet has never bitten anyone, I’ll then ask if their pet has ever bitten a pet professional such as veterinarian or pet groomer. You’d be amazed at the amount of people who feel being bit is in our job description. If they still say “no,” I’ll continue the conversation with “Have they tried to bite any pet professional?”

A good way to check aggressive behavior with any pet is to do a thorough check-in. I start my assessment with watching them walk, looking for any pain response from joints. The first time I lay a hand on them is on their rump. If they rear around to nail me, I have time to get out of the way. Next, I will check teeth. Bad teeth are painful and may be a bite risk when working around the face. If the pet demonstrates any aggression, my waivers come out detailing the extra cost of aggressive pets, or I may refuse service to this pet.

Your signed terms of service should indicate what your policy is for pick-up and drop-off, as well as the repercussions for not adhering to it. And, they should be financial in nature.

For pick-up: “We are not set up as a daycare, so it will cost $_____ if your pet is not picked up on time.”

Or, if you do offer daycare: “If not picked up by the agreed upon time, your pet will be moved to daycare and you will be charged our daily rate.”

For drop-off: “If you are late dropping your pet off, it inconveniences every client after you. If you are more than _____ minutes late, you will be charged as a no-show at $______.”

Your signed terms of service should also indicate how you accept payment and when it is due, as well as any financial penalties if not paid when it should. If they refuse payment, this is considered theft of service and is a criminal offense. You would then call the non-emergency line of your police department and let them know you have a theft of service and give them the criminal code. You know this because you already googled criminal code/theft of service/your state. One of two things will happen: Your client will be mortified and pay, or they’ll leave. However, you should have their address for the police to pay a visit.

A client may not understand why they need to keep their pet on a regular grooming schedule, so it is your job to explain why. A pet that is seen more frequently views grooming as a part of life, which means less stress for them and they become more accepting of the procedures. Not to mention their skin and coat will be in better shape.

If you have a six-week or less policy, stick to your guns. If clients won’t adhere to the schedule, you may want to have a higher rate to compensate for the extra wear and tear on both your body and equipment.

Most scheduling software has the ability to send reminder and confirmation texts and emails. That reminder message should clearly indicate what happens if they don’t respond back. When I was mobile, my clients got a text the night before and then when I was on my way over, indicating what they needed to do before I got there.

It is our responsibility as groomers and business owners to establish clear communication and be precise in our conversations. Pet owners are not groomers nor are they running a grooming shop. The terminology we take for granted may not be understood by them, and we shouldn’t expect it to be.

Nobody likes headaches and everyone wants their business to run smoothly and without confrontation. We can accomplish this with clear communication and signed terms of service and other waivers.