Challenging Dogs on the Grooming Table

October 26th, 2017 by Joelle

Blog ImageWhen I first started working with dogs, I worked with a groomer who didn’t have a lot of patience with them. Dogs danced. They panted and drooled. They sat down – a lot. They growled, pulled, snapped, and bit. The groomer was constantly struggling. It did not take long before I began to think most dogs were naughty on the grooming table.

Eventually, the groomer moved on and I got a promotion. I went from being a kennel worker to grooming. It was not an advancement I was looking forward to.

I came from a horse background. The better I understood the behavior and psychology of horses, the stronger horsewoman I became. The horses I worked with became my partners. We were a team. When you’re dealing with large animals, that’s exactly what you want.

I quickly applied this concept to the dogs I was working with every day. Sure, I had to learn the haircuts. More importantly, I had to learn how to win their trust and cooperation. I needed to get inside the mind of a dog.

This idea was confirmed when I went to a large dog show in Chicago. I was working on learning how to identify breeds and learn their haircuts. There was a special bonus about attending the show. Barbara Woodhouse, a world-renowned UK dog trainer, was there. She was going to be working with some difficult dogs. It was one of her specialties.

I remember sitting in the audience looking down onto the floor of the auditorium. She was working with an Afghan Hound in full coat. She had a light show lead on the dog but the dog would not walk. It had to be carried to the center of the arena. When the dog was set down, it curled up in a small ball, trying to become invisible. It was clearly terrified.

Barbara Woodhouse approached the dog with confidence. She bent over the dog and soothed it with long methodical strokes to its head and ears while speaking in a very calming sing-song type voice. Even from a distance, I could see the dog starting to relax.

Within moments, she coaxed the dog into a standing position. However, it was evident the dog was still very scared.

Mrs. Woodhouse continued in her sing-song voice, explaining what she was doing while giving reassurance to the dog. She gently and methodically moved her hands over the dog’s body. The Afghan was slowly starting to relax. It’s topline leveled out. Its head started to come up. As she got towards the rear of the dog, she let her hand slide to the inside of the thigh and gently stroked the inside of the leg.

Quote In A CircleThe dog gave a yawn and then a shake. She softly praised the behavior. The dog’s tail came up as it looked to Mrs. Woodhouse for direction. With that, she asked the dog to move forward. It did. Within moments she had the dog fully gaiting on a show lead around the arena. It was amazing.

I will never forget how she was able to gently and confidently work the dog out of its fear in just minutes.

I thought to myself, if Barbara Woodhouse could have such a quick and positive effect on this dog, I needed to learn how to have the same effect.

When I first started grooming, many dogs coming into the salon lacked confidence. They were uncooperative. They struggled. I needed to win their trust. Watching Barbara Woodhouse taught me handling was a learnable skill I needed to master.

I became fascinated with dog behavior, psychology, canine body language, and natural dog training. I read training books by Barbara Woodhouse and Carol Lea Benjamin. I studied canine behavior and psychology. I spent hours watching dogs naturally interact with one another and with humans. I thoroughly enjoyed learning how to use Tellington TTouch® develop by Linda Tellington-Jones. TTouch influences animals in a way that develops trust, and helps forms a harmonious bond between the pet and the person. It can also have a positive effect toward changing unwanted behavior.

Before long, I had very few difficult dogs to work with. Dogs who had been challenging to handle were becoming calm and cooperative. As I gained more experience, it took only moments to gain the trust and respect of my four-legged clients.

Here are a 15 of my favorite handling thoughts and practices:

  1. Dogs are hardwired to think like dogs.
  2. Dogs live in the present.
  3. Dog take their clues from their handler, so set limitations, rules, and boundaries immediately.
  4. The canine species is a pack animal – dogs need to accept and respect us as the pack leader.
  5. The word NO is one of the most overused words in the dog’s home environment – use a different sound or word to indicate undesirable behavior.
  6. Never work on a pet you feel is dangerous to itself or to you.
  7. Always maintain the 3 C’s: Calm – Cool – Collected.
  8. Dogs are silent communicators and are highly responsive to your energy.
  9. Never take an unfamiliar pet directly from the owner’s arms.
  10. Always maintain some form of physical control – properly adjusted leads or safety loops.
  11. Be a life-long learner of canine psychology and body language.
  12. Not all pets are candidates for all professional grooming settings.
  13. Humanity always comes before vanity.
  14. If the eyes glow red or green – don’t groom the dog.
  15. Your hands are your livelihood – always protect them.

Personal self-confidence stems from education and experience. Continue to learn new ways to communicate with the pets you handle. The more self-confidence you have, the more successfully you will work with animals.

Never put a dog in danger. Always use respectful but effective handling methods. Do not let your emotions get the best of you. Don’t let frustration get in the way.

Always know how your equipment performs and what can happen if you do not use it properly. You need to establish yourself as a pack leader but never at the expense of the dog.

For most of us, grooming dogs is a dream come true. However, every job has its challenges, including grooming. Not every dog loves the grooming process. Most dogs, when skillfully handled with respect, can be groomed with minimal stress to both the pet and the groomer.

Pick trainers you admire and follow them. Study the natural body language of dogs. Learn as much as you can about canine behavior and psychology.

The better you can communicate with the pet you’re working on, the less stressful your job is going to be. Most people who have been in the business for a long time have mastered the art of canine (and/or feline) communications. It doesn’t matter whether they are working on a regular client or one they only see a few times a year. Rarely do they have difficult or naughty dogs on the grooming table.

It does not mean experienced groomers don’t get challenging pets. They do. They just have the skills to handle that pet more effectively than someone with fewer handling skills. If they have a consistently full appointment book, they have the option to make choices in their clientele. Whether they continue to work with a difficult pet or refuse it in the future is totally theirs.

Experienced pet stylists set the rules, limitations, and boundaries automatically – many times without ever saying a word. Even if they do have issues, they know how to effectively deal with problem pets in a safe and gentle manner. Do you know their secrets?

Happy trimming!

Melissa

MVpaw_no_Inner_whiteWhat are your favorite books or educational resources when it comes to learning dog (or cat) behavior, psychology, body language and dog training? Jump on the Learn2GroomDogs.com Facebook page and tell us.

 


Spotlight Session for September 12, 2017

September 11th, 2017 by Joelle

How Do You Remove Track Lines from a Coat?

August 31st, 2017 by Joelle

I still remember how frustrated I got when I first started grooming.

eraserI was the assistant, doing mostly bathing and drying for the groomer. One day, she was overbooked and was falling deeply behind schedule. She had a basic “all trim” on a larger dog that she hadn’t even started yet. Out of desperation she asked if I would remove some of the coat before the bath.

I thought to myself, “Sure, why not? How hard could it really be?” I picked up the A2 clipper as the groomer handed me the appropriate head. I twisted it on and set to work.

What a mess. The dog wasn’t hurt but my work was awful. The dog was full of uneven coat and lots of tracking.

The groomer had always made it look so easy. Coat seemed to melt off like a hot knife through butter. Her clipper work was always smooth and even. No track marks. No sticky-outies.

This was not nearly as easy as I thought!

However, I stuck with it.

Quote In A CircleThe groomer coached me as I struggled with the second side. It turned out somewhat better but was far from perfect. Today, I would not consider my work that day as acceptable – not even as pre-work before the bath. It was that bad! Luckily, I didn’t have to worry about all the tracking. It was just the rough cut before the bath. Once the dog was clean and blown dry, the groomer finished it in no time.

Fast forward 10 years. I had mastered the clippers and figured out how to eliminate tracking in the coat. On rare occasions, I still had problems. By that time, I was in my own mobile grooming van and running my own business. One of my clients was a buff American Cocker whose owners wanted clipper cut.

Most of you who have been groomers for any amount of time know some buff-colored Cockers track terribly when clipper cutting. This dog was no exception.

It didn’t matter what blade I chose.

Tracks.

It didn’t matter how powerful the clipper was.

Tracks.

It didn’t matter what time of year it was.

TRACKS.

The. Coat. ALWAYS. Tracked.

On one appointment, I basically threw my hands up. I could not get the tracking out of the coat. I had used all the tricks I knew to no avail. As I sat there contemplating how to remove the lines, I had an idea. What would happen if I reversed a blade over this coat? Hmmm. At that point, I figured I didn’t have much to lose.

I tried out the technique on an obscure spot on the dog’s body. I reversed a #7F blade then stepped back to check my work. I realized it was going to be way too short. I bumped up to a longer #4F blade. When I tried again – it was perfect. It was the length of a #7 blade. And even better, it was baby butt smooth. Eureka!

Over the years, I’d figured out how to get all coat types super smooth, but this Cocker type coat had always given me trouble. Once I mastered that coat type, coat tracking was a thing of the past for me.

So how do you get coat super smooth without any tracks?

There is not one simple answer but there are lots of techniques and trouble-shooting options. Here are a few tricks that I discovered with years of practice.

Page 479 Ways to Eliminate Track Marks

  • You need super sharp blades. The sharper the blade, the faster and smoother the cut.
  • Get a powerful set of clippers. They don’t necessarily have to be large and clunky. They do need to have enough power, speed, and torque to glide effortlessly through a thick coat.
  • Use consistent speed when clipping through the coat. As you guide the clippers through the coat, you need to run the clipper consistently over the pet’s body.
  • Card thick and dense coats before AND after. Dead undercoat clogs clipper blades. Removing as much dead undercoat prior to clipping and then again after the clipping will greatly reduce lines.
  • Always follow the lay of the coat either clipping with the grain or against the coat growth. Cross coat cutting typically creates track lines. Focus on working with the natural lay of the coat.
  • Reverse blade clipping. When the coat growth pattern is distinctive, reverse clipping can be beneficial to remove or eliminate clipper tracks. Instead of working with the coat growth, work directly against it. Reverse clipping cuts the coat closer than working with the grain. Always bump the blade up two lengths longer – a #4F cuts the length of a #7F with the grain.
  • Maintain a consistent degree of tip on the blade as you clip. Every clipper blade works most efficiently when the heel of the blade is tipped up slightly. The shorter the clipping action, the higher the degree of tip.
  • Keep consistent pressure against the skin as you clip. Typically, the weight of the clipper is the correct pressure to apply. Keep a supple wrist as you guide the clipper over the pet’s body.
  • Fine detailed thinners work as erasers on stubborn lines. When all else fails, you can buffer clipper lines with thinning shears, knocking off just the high points of the tracks.

Every coat type is a little bit different. Some coats barely track at all. Others are almost impossible to get smooth. Learning how to minimize tracking takes time and practice. Mastering a smooth clipper cut in the least amount of time takes focus and attention to details.

There are a lot of moving parts when it comes to mastering clean perfect clipper work. Groomers who have mastered a track free simple “All Trim,” on a regular small to medium-sized can groom a pet in one hour or less.

If you struggle with this problem, my book, Notes from the Grooming Table, has a very detailed section about clipper work in the front of the book. My Learn2GroomDogs.com streaming video platform also has some great videos about efficient clipper work in the Core Video Category. Make sure to check out those two educational resources. If you work with a team of stylists, someone within your group might be able to coach and mentor you. You can also look for local clinics or workshops where you can work with a seasoned professional.

Happy trimming!

Melissa

 MVpaw_no_Inner_whiteWhat are the tricks you’ve used to eliminate tracking? Jump on the Learn2GroomDogs.com Facebook page and tell us about it.

 


3 Options for Clients with Matted Dogs

July 19th, 2017 by Joelle

How many times a week do you deal with a matted dog? If you are like many of us, it’s more than once. For some, it might even be a daily occurrence.

There are immediate questions that needs answers:

  • How do you talk with the pet parent?
  • How do you tell them they are not taking care of their pet properly?
  • What are the consequences of their neglect?
  • What can you do for them today?
  • What can you do for them in the future?

As a professional pet groomer, we always need to remember – humanity before vanity.

Can you demat a badly tangled coat?

Probably.

Should you?

Not necessarily.

Once in a great while, a client will have a legitimate reason why their dog is in poor condition. Occasionally, I will demat a dog if I sense it’s a one-time occurrence. I know the tricks to get a dog detangled relatively quickly. I have the skill, products, and tools to do it safely and humanely. However, there are two main reasons why I won’t always do it.

  1. The dog has a low pain tolerance.
  2. The client will not appreciate the work.

Here’s a perfect example. Years ago, I had a Bichon owner who always brought her dog in matted. This Bichon had a dense, curly coat. She was a regular six-week client. The owner was always immaculately presented when she dropped her dog off – the clothing, the hair, the makeup, the shoes, the jewelry, and nails. You get the idea. Oh, and she drove a Cadillac.

This was a woman who was used to getting her way. Her dog was always on the edge of whether we could brush it out or not. She never brushed the dog at home between groomings. The dog was a great advanced student dog. He was quite tolerant of the brushing process making him a super lesson dog.

One week she missed her six-week scheduled appointment. When she showed up two weeks later, the dog was trashed – matted all the way to the skin.

Crest. Head. Legs.

We told her we were going to have to start over. We would need to shave her Bichon down to the skin. He would be naked. It was the only humane option.

She was horrified. She couldn’t be seen with a naked dog! There must be some way to save the coat.

There was. She could get the dog combed out HERSELF and bring it back. But we were going to have to be able to sink the comb in all the way to the skin and pull it easily through the coat.

We gave her a thorough lesson. We even sent her home with the proper tools. We told her to come back when she felt her Bichon was totally combed out. Then, and only then, would we would give him his longer, fuller Bichon haircut.

She went home determined that she would be able to get him detangled. A few days later she returned. When we did the comb test, do you think he passed?

Not a chance. She watched the comb clearly get hung up in the coat on the first pass.

We told her to take the dog home and continue working on him.

Long story short, she returned six more times before she finally gave up. We shaved the dog with a #7F blade. We were able to leave a little tiny bit of extra coat on his head and a tiny bit of fluff on his tail. Everything else was naked.

When her sweet Bichon finally grew out about 12 weeks later, we set her up on a two-week maintenance schedule. She never missed another appointment. She learned her lesson.

Here are the three options for clients who bring you a matted dog.

  1. The pet parent needs to learn how to brush.
  2. The pet parent needs to learn to like it short.
  3. The pet parent needs to book more frequent appointments.

When faced with a matted dog, how do you have a conversation with the owner?

The conversation needs to be sincere. It needs to focus on what is in the best interest for the pet. You need to be sympathetic to the reasons why the dog got in this condition.

(Stop rolling your eyes… I can see you.)

When you speak with an owner, they need to understand there’s only so much we as groomers can do. The last thing we want to do is hurt, injure, or bring discomfort to their pet.

b5205d66495a007babfa874878a04a88--haircuts-for-boys-layered-haircutsDogs have the mentality of a two-year-old child. If their two-year-old child, grandchild, niece, or nephew came to them with their hair matted all over their head, would they ask the child to tolerate having it combed out? If the tangles were tight and right next to the scalp, making every stroke of a comb or brush painful, they would most likely trim the matted hair out. Have you ever tried to remove gum or candy stuck in a child’s hair? Imagine the same impossible tangle right next to the scalp, covering the entire head. Trimming off that hair would be the most humane thing to do, even if the end result is not the haircut you would typically prefer.

It’s similar with a dog, only with the dog, the hair isn’t just on their head. It’s all over their entire body. You might be able to salvage a very small section but it’s not fair to ask the dog to submit to a lengthy dematting process. Most dogs do not have the pain tolerance or patience to sit through it. It could take hours to thoroughly brush and comb a dog out. Plus, there is a high risk of injury to their skin. And to top it off, asking a dog to sit through an extensive dematting process could be traumatic. It could scar them for the rest of their grooming life.

Even if a dog does have the tolerance for it, the cost will be extensive. Tell them what your hourly rate is. Estimate how long the dematting process would be. On a small dog, it might be about two to three hours (and yes, I would estimate on the high side), plus the regular grooming time.

If my hourly rate was $60 an hour, the customer would be looking at an extra $90-$120 for the dematting, alone. Money talks, so most of the time you can stop there.

If you sense the client is willing to pay your dematting rates, move into your next talking point: what’s in the best interest of the pet.

While it’s good to know they would be willing to spend the extra money to have the dog combed out, it’s also important to see if the dog will even tolerate it. At this point put the dog on the counter or grooming table. Grab your combination comb, sink the wide toothed end down to the skin – and give a firm tug. Gauge the reaction of the dog. Most of the time they will flip around with extreme displeasure. It’s visually clear to the pet parent their fur baby is being hurt. That’s exactly the reaction you want.

Most pet parents cannot stand seeing their dog in pain. If they understand this condition is painful to the dog they can often be trained not to allow their pet to become matted again.

The reaction of the pet, how deep the pet parent’s pockets are, and whether you feel the owner can be rehabilitated into a well-trained client will determine where your conversation will go next.

Most of the time, you’ll want to go with the humane route – and that means a full shave off. I might – or might not – try to salvage a small amount of coat on the head and tail, if possible. Mentally prepare the owner for what the dog will look like after the grooming process. Remember to emphasize that this is the only option for their pet.

Once you settle on what you are going to do that day, talk about future haircuts and how to maintain the dog so it never gets in this condition again.

matted dog 2Remind them of their three options.

  1. Learn to brush
  2. Learn to like it short
  3. Book more frequent visits

Talk to them about their lifestyle and how their pet plays a role.

Ask if they are willing to find the time to properly brush and comb their dog between professional groomings. If they are, give them a thorough demonstration on proper brushing and combing techniques for their pet’s coat type. We always keep the necessary tools on hand in our retail area. Make sure your clients leave with the proper equipment to maintain their pets at home. Having a handout outlining proper line brushing techniques is also extremely helpful.

If they don’t have the time or the desire to brush their pet at home between groomings, talk about booking more frequent appointments and setting them up on an economical maintenance schedule. The maintenance schedule could be weekly or biweekly.

If the dog is just too far gone, if the client is a repeat offender, or you just don’t have time to deal with a matted dog – skip to the chase. I would simply tell them, no – I will not comb their dog out. There are no other options other than to shave the coat off.

Talk to them about rebooking their next appointment in 6-8 weeks. By about 12-14 weeks they should be grown in enough to be able to get the trim of their choice if they want to maintain a fuller look. They might also opt for a simpler trim style that is short – one length all over. Their choice will be based on how they want to care for their fur baby.

Regardless of whether you are doing a brush out on a matted dog or simply shaving the matted coat off, I encourage having owner sign a matted pet release form. This form opens the door to talk about the dangers involved with matted coats. It’s a simple fact: if the dog is extremely matted, there is going to be a higher risk of injury to the pet. If you talk about it prior to the grooming and the dog does get injured in any way, most of the responsibility has been lifted from your shoulders. However, that doesn’t give you the excuse to be careless. The last thing any of us want to do is injure a pet. However, when they are severely matted, the risk of them being hurt is always present.

Remember these key points:

  • It is always important to do what is in the best interest of the dog.
  • There is a limit to what you can do.
  • There’s a limit to what the dog can tolerate.
  • You are a professional pet groomer – not a magician.

There are limits on what you can – and should – do for the animal. Be honest. Be sincere. Keeping the pet foremost in your mind when coming up with a solution will always play in your favor. Even if the client is upset, stick to your guns. It’s the client’s fault the dog is matted, not yours.

Mentally prepare your client the worst-case scenario: a totally naked dog. Over-estimate the amount of time it’s going to take. Over-estimate the amount of money it’s going to cost. Over-estimate the risks involved with dealing with a severely matted pet. If you do that, anything beyond naked or less expensive or even a mild nick is going to be seen in a positive light by the client.

Happy trimming!

Melissa

MVpaw_no_Inner_white How do you deal with this issue? Jump on the Learn2GroomDogs.com Facebook page and tell us what works for you.

 


How to Handle Tardy and No-Show Clients

July 13th, 2017 by Joelle

Unfortunately, there isn’t an easy rule for solving the problems of tardy or no-show clients. The good news is that you have lots of options to help deal with it. Depending on how busy you are, cancellations can either be a blessing or a curse. In either case, if you have a client who is chronically dismissive or disrespectful of your time, you need to be proactive and correct the problem.

Our kennel, Whiskers Resort and Pet Spa, experienced 68 reservation cancellations over the 4th of July holiday. During the summer months, Whiskers runs at over 100% occupancy rate with its 180 rooms. During peak holidays such as Thanksgiving, Christmas, New Year’s, and Spring Break, Whiskers charges a $50 deposit for all reservations. This deposit is nonrefundable if the cancellation takes place two weeks prior to their check-in date. In the past, the deposit has not been charged for Memorial Day, the Fourth of July, or Labor Day. That will be changing.

For years we’ve tracked grooming appointment cancellations at The Paragon School of Pet Grooming.  Despite our continual efforts to knock the rate down, its remains a persistent 10%.

In the pet grooming industry, time is money. Clients who are chronically tardy or don’t show up for their appointments create havoc for both your schedule and your pocketbook.

It’s frustrating.

It’s disrespectful.

It’s rude.

(However, if you are overbooked, it can also be a blessing.)

There is no perfect solution for this problem. Everyone has a slightly different take on this situation. Some salons run on a very tight schedule while others are more relaxed. And let’s face it, there are times when the client has a legitimate excuse. So, what do you do?

late8 Ways to deal with Tardy and No-show Clients.

  1. Call or text to confirm the day ahead. Sometimes clients just need is a gentle reminder to avoid a scheduling conflict.
  2. Breathe. For some pet stylists, having a cancellation is not a big deal. It doesn’t happen that often. The clients are well-trained and respectful of their appointments and time. In some cases, it might even be a relief.
  3. Overbook. Service businesses do this all the time to ensure they are full. The key here is to have a variety of pets on the books. If there are a few easy jobs sprinkled between the more difficult ones, you will get through your day, even if your cancellation rate is below the 10% mark.
  4. If they are 10 or 15 minutes late – call them. If they can make it into the salon within a few minutes, keep the appointment. It’s easier than trying to refill it – unless you don’t want to! If you opt not to honor their appointment, rebook them for another time. Don’t wait 30 or more minutes and then explode when they walk in the door expecting to keep their appointment. It’s better to make the call right away and know what your next step should be. This method offers you more control over the situation. With some clients, you need to personally point out why it’s important for you and/or your team to have set appointment times. This can be done in a friendly – yet firm – professional manner. This tactic also works well with non-chronic cancellations.
  5. Have a 3 Strike Rule. Some people are just forgetful. Others are just plain disrespectful. Others are downright rude. If the client will not respect your time, you don’t have to continue to put up with it. Occasionally, there are solid reasons why someone misses an appointment. Life happens. The 3 Strike Rule covers clients who are chronically late or don’t show up for their appointments. If you’re going to set up a 3 Strike Rule, what are the consequences? Do you refuse to groom the dog in the future? Charge a cancellation fee? Do you have a client prepay a nonrefundable amount for the scheduled next appointment? If you make a rule, there must be consequences. Make a policy, then consistently stick with it.
  6. If the client cancels, fails to show up, or is tardy beyond being able to groom them at their appointed time, reschedule them. Don’t do them a favor by squeezing them in the next day or two. Push them out at least two weeks. I’ve known many stylists that are so busy they have NO flexibility left in their schedules. If a client misses today’s appointment they can’t get another one until their next pre-scheduled appointment. This works exceptionally well for stylists that are booked out weeks, months, or even a year in advance. It can be a hard lesson for the client but it is generally very effective. Rarely do they miss another appointment.
  7. For clients who are chronically tardy or don’t show up, charge a late or no-show fee. You won’t always get it, but if they book another appointment, you can tack it on to their next grooming fee. You could also consider raising their base price to include an inconvenience fee.
  8. If you have a client who simply cannot adhere to a schedule or does not respect your time, have them prepay prior to their grooming appointment. This should be a nonrefundable amount. After all, your time is valuable and it’s worth money. If they cancel, you can’t get your time back nor the money you would have earned if they had kept their appointment.

late-payment-excusesAre there exceptions to your rules? Absolutely.

If you don’t already track how many cancellations you have each day and each week – start tracking it. Find out what your cancellation average is per day. Once you know the number, you can be proactive in correcting the problem.

Another way to look at it is from a dollar standpoint. At Paragon, our average cancellation rate is 10%. If you apply the 10% rate to your situation and you do 20 dogs a day at $50, that starts to add up! That translates into losing two dogs or $100 every day! Times that by five days a week and you’re at $500 of lost revenue. To me, it’s worth taking the time to simply call and remind people of their upcoming appointment the day before!

We are in the business of building positive relationships with our customers, both the two-legged and four-legged variety. Your personality and the type of relationship with your clients dictates how firmly you adhere to the demands on your time. Remember, these customers not only affect you and your time, they ultimately affect your schedule and your other clients. You need to be warm, caring, and maintain your professionalism.

Just because you are warm and caring does not mean you can’t set rules and boundaries. Remember, you can still provide great customer service and have a mutually respectful relationship that benefits both you and your client.

Happy trimming!

Melissa

MVpaw_no_Inner_white How do you deal with this issue? Jump on the Learn2GroomDogs.com Facebook page and tell us what works for you.


When Should You Just Say No?

June 15th, 2017 by Joelle

Agressive dogrrPet groomers and stylists are in the service industry. Our role is to help people and their pets. When we do it well, we make people happy.

What if you can’t make them happy because you can’t groom the dog safely due to its aggression or health? Should you still groom the pet?

If you have been in business for any amount of time, I’m sure you’ve run into this scenario. Even seasoned professionals struggle with this dilemma at times. Should you groom the pet or turn the client away?

The easy answer is to refuse to groom the pet. However, there are many variables. If you feel the situation presents a high risk for the pet or you – simply say no. That’s your right as a business person or a conscientious employee.

You must put the safety of the pet and yourself first.

Once you have that clearly established in your mind you can start analyze the situation.

  • What is raising the red flags in your mind?
  • What are your qualifications when it comes to handling a difficult grooming situation?
  • Is this a new or a long-standing client?
  • Can the pet be groomed safely with the help of an assistant?
  • Will the pet cooperate if the owner stays or assists in the grooming process?

When I think about these questions, I always mentally play out the worst case scenario. The last thing that I ever want is to have to tell an owner that their pet was injured while in my care. Or that we had to take him to the vet for treatment. Worse yet – that their dog died during the grooming process.

Let’s face it, there are a host of things that could go wrong in any grooming salon even under the best of circumstances.

The list of dangers working in every grooming salon is massive. We are working with:

  • live animals
  • sharp instruments
  • tall tables
  • bathtubs
  • dryers
  • abrasive brushes
  • stacked kennels
  • slippery floors

On most days, an experienced bather, groomer, or pet stylist takes all these dangers in stride. We know how to avoid accidental injuries to our four-footed clients.

So what do you do when that internal gut instinct kicks in?

You are standing there, looking at a dog (or cat) and listening to a client talk about their precious fur child. Deep down – some type of internal fear grips you. You just have a bad feeling about this particular groom. You know the old saying, “trust your gut instinct?” Well folks, that natural instinct is working in full force. Listen to it.

It’s okay to say “no” to a grooming client. It’s never worth grooming a dog you honestly feel is beyond your level of experience. If it’s more than you can handle, you have a potentially dangerous situation. The pet and you are the ones at risk – not the owner. I don’t know a single pet care specialist that ever wants to intentionally harm a pet.

Yet, if something goes wrong with the groom on that day, whose fault will it be? Yours.

Weigh out the risks. Whenever you need to decline service to a client, it’s an uncomfortable situation. But the alternative is much, much worse. Telling an owner their pet has been seriously hurt or died in your salon it the most difficult task you will have to address. You want to avoid that at all costs – even if it makes the client angry or upset.

If it’s a new client, it’s much easier. There isn’t that emotional tie that comes with repeat or long-time clients. It’s much easier to refuse to groom a dog that is too big or too aggressive for you to handle.

It’s the long-time clients that are tough. The longer they have been a regular client, the harder it is. If a pet has physical ailments, it’s tougher. This is when you need to weigh out the risks and look for alternatives to your standard grooming practices. The health and wellness of the pet has to be a top priority.

Here are the questions you need to ask.

  • Could the pet be done safely with an assistant?
  • Would the dog benefit from the owner staying with the dog during the grooming process?
  • Would a different time of day work better for the pet? Maybe a time when you can focus solely on the pet without distraction?
  • If your salon is busy, would a solo stylist or mobile stylist be a better option?
  • Would it be in the best interest of the dog to get the grooming done without stopping? Maybe it’s best to break the grooming into sections, letting the dog rest between sessions? That might be over the course of the day or even over several days.
  • Would it be in the best interest of the dog to be groomed at a vet clinic where medical attention could be rapidly administered, if needed?

Years of experience have taught me there is not an easy answer. Whenever you need to decline services to a client, it’s an uncomfortable situation.

However, if you decline services, do so out of care and compassion for the pet. Be prepared to offer alternatives to the client, even if that means you simply tell them “no,” you cannot groom their dog. Be ready to refer them to someone better suited to handle their pet. List all the reasons WHY you cannot and will not groom their pet. Do it with the confidence of a professional.

In the end, as difficult as it is to say “NO” to clients, you will sleep a lot better at night when you do. Trust me on this one.

Happy trimming!

Melissa

 MVpaw_no_Inner_whiteWhat did you think?  Jump on the Learn2GroomDogs.com Facebook page and tell us your story!


Spotlight Session for June 13, 2017

June 12th, 2017 by Joelle

The Secret to Handling Challenging Dogs

June 1st, 2017 by Joelle

Dollarphotoclub_57676672In my years of teaching new pet groomers, I’ve seen hundreds of dogs take advantage of a new students. Dogs pull, squirm, whine, snarl… and bite. I’ve seen many students frustrated to the point of tears.

Then a miracle happens.

An instructor will walk over to the pet and gently take over for the student. Suddenly, this challenging pet turns into a perfect angel. The students’ jaw drops. A moment in stunned silence passes before the student exclaims, “How did you do that?!” The answer is simple:

Energy.

Dogs have keen senses and an uncanny ability to pick up on our energy and our confidence. They read us clearly even when we don’t think we are connecting to them. In the example above, the dog picked up on the instructor’s energy without a word having to be said.

Dogs are primarily nonverbal communicators. They have a language of their own. They are very clear in the messages that they give us. It is up to us to be able to interpret that language.

The #1 rule when working with pets is to remember the three C’s. As a professional you must remain: Calm, Cool, and Collected in ALL circumstances. The second you step out of this energy mode, the dog pet will know it.

Dogs are hardwired to think like dogs. They need a pack leader. If you do not exude the three C’s, dog language translates that to “poor leader.” The pet will not follow you. It will not cooperate with you.

So how do you gain the upper edge in this situation? Believe it or not, it all starts with your BREATHING.

I know it sounds far-fetched. How could something we do without conscious thought help in this situation?

To create a calm, cool, and collected energy, you need to be cool, calm, and collected. Deep breathing allows you body to channel that calm and focus. To make it happen, your breaths need to be deep and saturating. Breathe in slowly and deeply through your nose. Draw in the air and feel it fill your lungs. Now exhale slowly through your mouth. The most important part of deep breathing is to regulate your breaths. Three to four seconds in. Three to four seconds out.

Try it. You will feel the oxygen saturating your body. Tension begins to leave your shoulders. You will start to feel more relaxed almost immediately.

Screen-Shot-2015-11-05-at-4.08.52-PMDeep breathing can release stress and provide other noticeable health benefits. You will likely feel calmer after performing deep breathing exercises, and may trade feelings of anger or fear for a focused, relaxed state of mind. Most dogs will totally gravitate to this energy in a very positive way.

I firmly believe that 98% of all dog bites are preventable by reading the animal correctly and taking the appropriate precautions to protect yourself while gaining humane control over the pet. Your hands are your livelihood. You must take utmost care not to let your hands become injured.

Every pet is an individual with different physical and emotional characteristics. Some dogs receive clear directions and boundaries at home, making them very easy to work on in a professional setting. Other pets will not have the skills necessary to be well-mannered candidates in a professional grooming setting.

The personality quirks that you’ll experience while working professionally with pets will range from dogs that are perfect angels, to dogs that are mildly annoying, to dogs that could be potentially dangerous to work on for both the handler and to the pet itself.

Whenever working with pets it is always critical to remember the 3 C’s. As a professional you must remain calm, cool, and collected in all circumstances. And don’t forget to BREATHE.

Whenever you have a dog on a table or in your grooming facility, you must use humane, respectful, and consistent training messages. The more you can learn about dog psychology and combine it with actual experience, winning the control and the respect over the dogs will become second nature.

Always remember that dogs are primarily silent communicators. Excessive talking or giving of commands is not necessary to effectively communicate with them. Much of your control can come from maintaining the Three C’s – Always remain Calm, Cool, and Collected while working with any animal.

Any time you feel you are losing control of the three C’s, it’s time to step away from the grooming table and take a break. Breathe. Only when you can totally regain your composure is it time to step back and begin your work again.

There are many videos on Pet Handling in the Learn2GroomDogs library. Also my blog on Rating Dog Personalities is very helpful when determining how to rate personality and behavior in dogs.

Happy trimming!

Melissa

 MVpaw_no_Inner_whiteWhat did you think about these ideas? What do you do that works great for you? Jump on the Learn2GroomDogs.com Facebook page and tell us about it.


Spotlight Session for May 30, 2017

May 28th, 2017 by Joelle

Shredding Shedding Problems

May 18th, 2017 by Joelle

????????This is the time of year the big shedding breeds come in. They’re often the ones that haven’t been groomed in FOREVER. You know the ones – Goldens…arctic-type breeds…Saint Bernards. They have that coat that totally trashes your salon – and maybe even you. There are tricks to getting this type of job done without too much agony.  For anyone who’s missed this blog in the past – it’s a perfect time to revisit my blog on salvage work.

As many of you know, I’m a big dog person.  Working on these large furry dogs is one of my favorite things to do in a grooming salon.  Call me crazy – but I just love the transformation in this type of job.  Over the years, the process rarely makes me cringe, no matter the size or condition of the dog – I see it as a fun challenge!

My #1 rule: Never work on a dirty dog. If water can penetrate the coat, let your products do the job.

Working on a dirty dog is not only unpleasant, it also takes longer to do.  Plus, there will be a lot of coat damage and breakage.  A dirty coat is dry and brittle. The dirt and dander trapped within the fur makes it more difficult to brush out. Working on a clean coat will be easier for both you and the pet – and much more pleasant.

If there are large chunks that water cannot penetrate, go ahead and break up the tangle using the tool safe for the pet.  Don’t worry about removing the tangle completely, just break it apart so the water and shampoo can do its job.

Prepare your bathing area.  If the dog is exceptionally dirty, use a shampoo especially designed for dirty dogs.  Using a follow-up treatment of a skin and coat conditioner after bathing twice (or maybe three times in some areas) will assist with the brush out and dead coat removal during the drying process.  Make sure you have all the tools you’ll need to aid in getting the dog clean like rubber curries or scrub brushes.  And make sure you have plenty of towels handy.  To see my video lesson on salvage work at Learn2GroomDogs.com, click here.

SONY DSCMy favorite trick when working with this type of job is to bring my high velocity dryer right into the bathing area (bring your eye and ear protection, too!).  With the dog fully lathered, blow the shampoo right off the pet while it is tethered in the tub.  The slippery soap will allow the dirt, loose coat, and tangles slide out. It’s the same principle as applying soap to get a tight ring off your finger. It speeds up the entire process when it comes to mats, tangles, and shedding coat if you get the product right down to the skin.

As you work the high velocity dryer over the soapy dog, the loose coat and shampoo will stick to the back wall of the tub, minimizing the mess.

Not all the shedding coat or mats will be removed – but a lot will – making your job easier once you transfer the pet to the drying table.

Once you have blown out the pet, follow-up with the rinsing process.  Repeat this process as many times as necessary to get the dog “squeaky clean.”

Once the pet is clean and thoroughly rinsed, apply a skin and coat conditioning treatment before heading to the drying table.  Read your directions: some conditioning treatments need to be rinsed out while others do not. Your high velocity dryer and a heavy slicker brush will be your best friends during the drying process.

Rule # 2: Be Methodical and Thorough on the Drying Table

First, blow out as much moisture and loose coat at possible with the air flow.  Use the highest power setting the pet is comfortable with and a condenser cone.  Once you have “pushed” as much water and loose fur from the pet, remove the condenser cone. Bring the air flow close to the pet’s skin.  “Boost” any loose coat out of the dog by lightly patting the area with a slicker brush right where the air is striking the skin.

Continue to work over the dog in a methodical manner until your brush glides through the coat easily and no more loose coat is trapped in the brush. Double check your work with both your hands and a wide tooth comb.

hand-with-thumb-upRule #3: Be Proud of Your Work!

When the dog is complete, it should smell clean and fresh.  The coat should be glossy and float freely as the dog moves.  There should be an irresistible desire to reach down and bury your hands in a freshly groomed pet.

To me, this is one of the most gratifying types of grooming jobs we do. It’s relatively easy but it does require knowledge and skill to be thorough and efficient. Oh, and the right tools including one – or maybe even two – powerful velocity dryers!

Happy trimming!

Melissa

 MVpaw_no_Inner_whiteWhat are your tricks for deshedding the big jobs? Jump on the Learn2GroomDogs.com Facebook page and tell us about it. Post your pictures of those messy salvage jobs for a chance to win a free monthly subscription to Learn2GroomDogs.com!

 


 
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