Grooming a dog is sort of like ordering ice cream. There are so many different colors and flavors to choose from!

Of course, if you ask for one scoop of mint chocolate chip, but the server hands you back a strawberry cone, you would be upset, right?

They got your order wrong!

The same logic can be applied to dog haircuts and overall grooming.

As dog groomers, understanding what our clients want is at the heart of providing good customer service. From new customers to monthly regulars, it's important to always assess and clarify their expectations, so we can cut, trim, and style exactly how they want their dog to look.

In this article, we'll explore what questions to ask your customers, plus offer 3 helpful ways to handle a customer who is unhappy with their dog's haircut.

Most misunderstandings are avoidable. After all, if you know Mrs. Smith likes her poodle to have a lion cut, you wouldn't do a German trim.

But what about first-time customers?

To give the right dog haircuts, here is a list of 6 questions to ask new customers:

• Has your dog ever been professionally groomed before? What did the groomer do well?
• How would you like your dog groomed today? Can you describe it to me?
• Are you thinking of a quick trim or full body haircut? (This is a great opportunity to explain the differences to your customer if they don't know.)
• Will we be doing nails and ears as well?
• How short is "short?" Can you show me?
• Do you have any specific wants regarding the overall body, head, ears, legs/feet, or tail? 

Think of yourself as a detective. Narrow down the clues to paint a mental image of how the customer wants their dog to look by the end of the grooming appointment.

Pro tip!

Another excellent idea is to have a portfolio on site. Encourage customers to flip through examples of your past work with "before" and "after" photographs. Or download and print breed standard reference examples from the American Kennel Club.

As a dog groomer, repeat customers will be your bread and butter. Your regulars trust you to take care of their fur baby as if she was your own. Your skills, expertise, and recommendations are what keep them coming back again and again for months…sometimes years!

But what to do when you face an unhappy customer?

"This is nothing like what I asked for!"

"You ruined my dog!"

"I hate how this haircut turned out!"  

Unfortunately, it happens.

Dealing with disappointed, frustrated, or angry clients is a fact of life. However, this doesn't need to be an overly stressful experience. To smooth out any wrinkles and get back on the right foot – or should we say, "paw" – try any of the following tricks.

Let's be real…it can be extraordinarily difficult to keep your cool when a disgruntled customer is raising their voice and accusing you of not doing a good job grooming their dog. Yet know this: their criticism isn't personal.

Stay calm.

Try to be understanding and hear them out. Nine times out of ten, the customer simply wants to feel listened to and that their concerns are being taken seriously.  

Next, offer to fix the problem. If it's a minor tweak (and you aren't too busy) solve the issue now. If that isn't possible, apologize and explain that you have made a note for future grooming appointments. 

Lastly, end on a positive note. Explain that you would be happy to gather more information to prepare for the dog's next groom. This small gesture of goodwill goes a long way. For example, finish the conversation by saying something like:

"I am sorry there was a miscommunication, but I am happy we discussed your expectations so I can make (dog's name) next visit perfect!"  

And there you have it.

A simple guide to help dog groomers discover precisely what type of haircut their client wants. Ultimately, it's all about communication. Ask lots of questions, listen, and be open to feedback. Before long, you will know exactly what your customer wants!

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