Since people are entrusting the care of their pet to us, our relationship is automatically different than if we were, say, small engine mechanics. There is a basic level of connectedness from the very beginning because we are caring for a loved creature, not an easily replaceable object.

“Don’t become friends with your customers,” some groomers will tell you. “Maintain your professionalism at all costs,” they say. In my opinion, people who dish out this advice are half right. Because pet grooming is a service industry, one where we are selling our skills, knowledge and professionalism to people in return for them becoming loyal clients, we often walk a fine line.

As in all service industries, however, we will not be successful unless we are friendly. It is important to keep in mind that we can be friendly without necessarily becoming friends. So why shouldn’t we forge friendships with customers?

Since we are offering a service, the business relationship is often rather one-sided. With every grooming transaction, we consider our customers’ wants, needs and desires. So many groomers put their heart and soul into their craft and business, which is very appealing and draws your customers to you and automatically makes us seem like a pretty good friend to our customers. The problem is that in this professional aspect, we don’t ask for our wants, needs and desires to be considered in return. And when your needs are not met, it can lead to hurt feelings.

Here is an example: You have been grooming Mindy’s Shih Tzu for years. The dog is adorable, fun to groom and bursting with personality. You and Mindy exchange funny text messages and pictures of the dog. You’ve even grabbed coffee out a few times. You like her so much that you have done things like open early or stay late to accommodate her schedule. Then one day, you ask her to change her standing appointment because you have something you need to do. She gripes about the inconvenience. All you can think about is the times you went out of your way to accommodate her, and her complaints feel both personal and painful. These feelings are even more intense because of the emotional aspect that has developed with friendship.

When we become friends with customers, they often ask more of us in a professional capacity than they would if we were not friends. They might expect to dodge that annual rate increase, have you add extra services at no charge or, as in the case above, ask you to change your schedule to accommodate them.

On the other hand, our work often brings us into contact with people with whom we share so much in common that it can seem a pity to rule out a potentially fantastic friend just because we met while offering a service. In my experience, it is absolutely possible to have friendships while still maintaining an equitable working relationship. Setting clear guidelines is key.