Question for shop owners

Discussion in 'Dog Grooming Forum' started by CjDS, May 6, 2011.

  1. CjDS

    CjDS New Member

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    Have any of you had issues with "re-grooms"? We've had a couple of clients come in and their regular groomer wasn't available so they agreed to have another groomer do the groom that time, then a day or two later they come back and complain and the original groomer or the owner ends up fixing the cut at no charge.

    How do you address the problem and what kind of employee policies do you have in place regarding this? Thanks!
     
  2. *blackrose

    *blackrose "I'm kupo for kupo nuts!"

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    We only have one groomer on staff, but for various reasons we still have people upset about the way a groom was done (normally complete BS, but you know people...). Unless the groomer didn't follow the instructions given (took the coat too short, clipped the face wrong, etc.) or accidentally nicked the dog the owner is expected to pay for the groom. If it isn't what they were expecting (they tell the groomer what they want done and she does it knowing they won't like it, but unable to change their minds), she once again tells them what she would have done in the first place.

    The only time we give a discount or fix something for free is if something was genuinely wrong with the groom. Just because the owner "doesn't like the cut"....no. They agreed to have another groomer do it, it doesn't make sense for their normal groomer to take the time to redo the dog for free.
     

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