by Kim Kier
s a dog groomer, you’re no stranger to the importance of precision and attention to detail in your work. Whether it’s perfecting a trim, remembering the specific needs of each pet or providing top-notch customer service, the goal is always to ensure the best experience for the dogs we care for and the clients we serve. One tool that can reduce stress and improve your services is something that may seem simple but can have a huge impact: keeping great records.
We’re all familiar with the basic essentials we note on a dog’s file—like trim styles, behavioral tendencies, health concerns and grooming schedules—but have you ever thought about the additional details that can truly enhance your service and strengthen the bond you have with both pets and clients?
The Little Things Matter
The key to excellent customer service isn’t just in the big gestures, but also in the small, thoughtful actions that show you care. Keeping detailed notes on even the most minor preferences can make a world of difference. Let’s explore some often-overlooked but incredibly valuable details you can add to your records to benefit your grooming practice:
1. Dogs’ Birthdays
Marking a dog’s birthday on your calendar is a great way to personalize your service. A small gesture, like a birthday bandana or a fun photo with a festive backdrop, can make both the dog’s day and the owner’s day special. It’s an easy way to show that you remember and care about their pet.
2. Favorite Treats
What’s better than a well-groomed dog who’s also been rewarded with their favorite treat? Whether it’s a special biscuit, dental chew or even a certain flavor, noting a dog’s favorite treat can make their experience more enjoyable. It also shows that you pay attention to what makes the dog happy, which strengthens client relationships.
Don’t forget to note when a dog does something particularly well during their grooming session. Whether it’s their calm demeanor or how well they’ve adjusted to a new grooming routine, these moments are worth noting.
Don’t forget to note when a dog does something particularly well during their grooming session. Whether it’s their calm demeanor or how well they’ve adjusted to a new grooming routine, these moments are worth noting.
3. Personalized Accessories
Many clients love to see their dog sporting accessories that reflect their personality or preferences. For example, if you know a pet parent loves a particular color or a sports team, you can use that as inspiration for the bandanas or bows you put on their dog. A thoughtful, personalized touch like this shows that you’re not just doing a job, but that you care about the dog and their family.
4. Preferred Handling Methods
Every dog is different when it comes to how they like to be handled during grooming. For example, some dogs are more comfortable lying down for nail trimming, while others may prefer standing. Noting this can make the process smoother, faster, and less stressful for both you and the pet.
5. Compliments and Positive Feedback
Don’t forget to note when a dog does something particularly well during their grooming session. Whether it’s their calm demeanor or how well they’ve adjusted to a new grooming routine, these moments are worth noting. It’s helpful to look back at these when communicating with owners, and it reinforces positive behaviors for the dogs as well.
6. Nicknames
Some dogs respond better to certain names or nicknames. If a dog has a cute or comforting nickname that they react to positively, write it down. It can help ease their nerves during grooming sessions and make the experience more enjoyable for them.
7. Mistakes or Complaints
It’s important to learn from mistakes or client complaints. Make notes of any issues that arise—whether it’s an incident during a grooming session or feedback from an owner. Reflecting on these issues can help you avoid repeating them and show clients that you take their concerns seriously and aim to improve your service.
8. Emergency Contacts
Accidents happen, and it’s always good practice to have emergency contacts on hand. Not only should you record the primary pet parent’s contact information, but also any secondary emergency contacts in case someone else needs to drop off or pick up the pet. This ensures that you can always get in touch with someone in the event of an emergency.
9. Vet and Medical Information
Recording the name and contact information of the dog’s preferred vet can be vital, especially in an emergency. It’s also useful to note any relevant medical information, like ongoing treatments or allergies. This ensures that if anything out of the ordinary occurs during a grooming session, you have the information you need to act quickly.
10. Crate Behavior
Some dogs have strong preferences when it comes to crate time. Do they like their crate covered for extra comfort? Do they prefer to be next to another dog or by themselves? Noting these little details can help make the dog feel more secure and comfortable during their grooming visit.
11. Preferred Products
Many dog owners have a specific brand or type of shampoo they prefer for their pets. Whether it’s a special hypoallergenic formula, a scented shampoo or a medicated option, noting these preferences shows your attentiveness and dedication to providing a high level of personalized care. If a dog has a specific skin condition, noting the treatment regimen is crucial for proper care.
12. Drying Preferences
Dogs can be particular about how they’re dried after a bath. While some are comfortable with a stand dryer, others may prefer being dried in a crate or from a specific direction. Keeping track of these preferences not only keeps the pet comfortable, but also helps you avoid stressing them—and yourself—out during an otherwise pleasant experience.
Additional Benefits of Keeping Detailed Record
Keeping detailed records is essential for many reasons, all of which positively affect the groomer, owner and pet. Here are a few additional benefits:
1. Builds Stronger Relationships
Recording these small but important details helps you build deeper relationships with both the dogs and their owner. You’re not just a groomer to them—you’re a trusted professional who takes the time to understand and care for their pet. This is the kind of service that builds loyalty.
2. Improves the Grooming Experience
By keeping track of preferences, sensitivities and behaviors, you can tailor each grooming session to be as comfortable and stress-free as possible. Whether it’s adjusting your grooming technique or using specific products, your notes will guide your decisions and ensure a better overall experience for the dogs you work with.
3. Conflict Resolution
In the rare event of a complaint or disagreement, having detailed records can protect both you and your clients. Notes from previous appointments allow you to reference specifics and handle the situation with professionalism and compassion, addressing any concerns with facts and empathy.
Great record keeping isn’t just about logging the essentials like grooming style and health information; it’s about capturing the nuances that make each dog unique.
How to Keep Records
There are various ways to track your grooming records, from sophisticated digital systems to simple paper notebooks. Some salons use software designed for pet care that allows for customization and notetaking, while others (like me) prefer a more low-tech solution—a simple composition notebook. I keep my notebook at my station, jotting down notes as I groom or during check-ins and check-outs. The important thing is to find a system that works for you and allows you to easily access and update information when needed.
Great record keeping isn’t just about logging the essentials like grooming style and health information; it’s about capturing the nuances that make each dog unique. These small, thoughtful details can create an atmosphere of trust, comfort and genuine care.
By taking the extra time to note these preferences, you are not only improving your grooming services, but also building stronger relationships with both your clients and the pets in your care. The investment of a few extra minutes per dog can yield countless benefits in the long run. Your clients—and their dogs—will thank you for it.
Kim Kier is the owner/groomer of Little Barks Grooming & Boutique, an award-winning luxury salon in Columbia, South Carolina. She is also a Master Pet Aesthetician, Professional Grooming Credential (World Pet Association), Master Groomer Behavior Specialist, Fear Free Professional, Low Stress Handling Level Silver Certified, and Certified Puppy Consultant.