- Dog Haircuts: What Does Your Client Want?
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.
But what about first-time customers?
To give the right dog haircuts, here is a list of 6 questions to ask new customers:
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.
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.
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.
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.
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!