Matted coats – article 1.
We kick off our series on matted coats by looking at how customers may behave and how you, as a groomer, can respond to not only make your job easier but keep your clients happy. See if you can evaluate what’s wrong with the responses in the following scenarios before looking at the CORRECT tab.
Remember that every situation is different and sometimes there is not an obvious right or wrong way to respond. The judgements you make will depend upon your experience and knowledge.
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1. A new customer brings a dog into the salon which, as soon as it walks in the door, it’s obvious to you has got a very matted coat. The customer asks you to give the dog a bit of a tidy up.
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GROOMER:
OK, no problem, just leave him with me.
OK, no problem, just leave him with me.
GROOMER:
That’ll be £30 – just come back in a couple of hours and he’ll be ready and waiting.
That’ll be £30 – just come back in a couple of hours and he’ll be ready and waiting.
GROOMER:
Bloody hell, what’s happened to him? When was he last brushed and combed?
Bloody hell, what’s happened to him? When was he last brushed and combed?
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GROOMER:
Who have we got here?
Who have we got here?
GROOMER:
Do you mind if I spend a few minutes having a proper look at him so I can assess his temperament and his coat?
Do you mind if I spend a few minutes having a proper look at him so I can assess his temperament and his coat?
CUSTOMER:
Oh, that’s not necessary – he’s fine, been to the groomer loads of time. He just needs a tidy up.
Oh, that’s not necessary – he’s fine, been to the groomer loads of time. He just needs a tidy up.
GROOMER:
I’m sorry but I always like to give a dog a proper assessment before I start grooming, especially if I haven’t done them before. It helps me understand the dog better and be able to give you the sort of groom that you’ll be happy with.
I’m sorry but I always like to give a dog a proper assessment before I start grooming, especially if I haven’t done them before. It helps me understand the dog better and be able to give you the sort of groom that you’ll be happy with.
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2. The customer insists they groom their dog all the time.
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GROOMER:
Oh yeah, pull the other one.
Oh yeah, pull the other one.
GROOMER:
Well, you’re not doing a very good job.
Well, you’re not doing a very good job.
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GROOMER:
Oh, OK – do you mind me asking what sort of brush you use?
Oh, OK – do you mind me asking what sort of brush you use?
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3. Groomer places dog on the table and slowly starts to feel her way around the dog’s body, assessing type of coat and feeling for any knots. The customer asks what the groomer is doing.
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GROOMER:
Just checking him out, he’s fine, just leave him with me and we’ll sort him out.
Just checking him out, he’s fine, just leave him with me and we’ll sort him out.
GROOMER:
Oh, by the way there’s an extra charge for de-matting but don’t worry it shouldn’t be much.
Oh, by the way there’s an extra charge for de-matting but don’t worry it shouldn’t be much.
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GROOMER:
I’ve gone over his coat and I can feel quite a few knots which I may be able to de-matt but this can be very uncomfortable for the dog and some won’t tolerate it so I’m going to handle him a bit more roughly now to get an idea of how much he’ll tolerate if that’s OK with you?
I’ve gone over his coat and I can feel quite a few knots which I may be able to de-matt but this can be very uncomfortable for the dog and some won’t tolerate it so I’m going to handle him a bit more roughly now to get an idea of how much he’ll tolerate if that’s OK with you?
GROOMER:
De-matting can take a long time so you should be aware that there is an extra charge for this service on top of the price of the normal groom. The charge will depend upon how long it takes and how much your dog will tolerate. I normally charge £8-9 for every extra 15 mins*.
De-matting can take a long time so you should be aware that there is an extra charge for this service on top of the price of the normal groom. The charge will depend upon how long it takes and how much your dog will tolerate. I normally charge £8-9 for every extra 15 mins*.
Note: If the customer is surprised by this you could demonstrate just how long it takes to brush out a few knots!
It is also advisable if you have discussed the possibility of a shave-off to get the customer to sign a consent form.
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4. The customer starts to talk about a previous experience at the groomers and says that she tried brushing him but it’s obviously not working and that the last groomer shaved all his coat off and she doesn’t want that to happen again.
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GROOMER:
Don’t worry, it will be fine.
Don’t worry, it will be fine.
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GROOMER:
Some dogs’ coats are more prone to matting than others but there are ways to minimise this. Can I ask what you are using to brush him? There are some brushes that are more suitable and I’d be happy to show you which tools are best and how to use them. Also, if there are areas that he seems to get more knots in we can perhaps take them shorter. Can I ask what sort of lifestyle he has?
Some dogs’ coats are more prone to matting than others but there are ways to minimise this. Can I ask what you are using to brush him? There are some brushes that are more suitable and I’d be happy to show you which tools are best and how to use them. Also, if there are areas that he seems to get more knots in we can perhaps take them shorter. Can I ask what sort of lifestyle he has?
GROOMER:
There are some circumstances where it is kinder to shave the coat off and, in effect, start from scratch. However, let’s see. I will assess the situation as I go along and if I have any problems or I think it’s going to be kinder to shave the coat off, I will call you and we can discuss. Or I will do as much as I can today and then if I think it is necessary perhaps you could bring him again and I’ll do some more. In the future we could look at a plan to help manage his coat, which suits you and your dog’s lifestyle.
There are some circumstances where it is kinder to shave the coat off and, in effect, start from scratch. However, let’s see. I will assess the situation as I go along and if I have any problems or I think it’s going to be kinder to shave the coat off, I will call you and we can discuss. Or I will do as much as I can today and then if I think it is necessary perhaps you could bring him again and I’ll do some more. In the future we could look at a plan to help manage his coat, which suits you and your dog’s lifestyle.
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5. The customer decides that they’re not prepared to bring their dog in again for further dematting.
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GROOMER:
Fine, no skin off my nose.
Fine, no skin off my nose.
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GROOMER:
For the welfare of your dog I’d advise it if we can’t resolve the situation today and you’re not happy for me to shave him off. And a shave-off doesn’t mean scalped – I’ve got some pictures here, which might reassure you.
For the welfare of your dog I’d advise it if we can’t resolve the situation today and you’re not happy for me to shave him off. And a shave-off doesn’t mean scalped – I’ve got some pictures here, which might reassure you.
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6. As the groomer starts to work on the dog, it is obvious that because of the dog’s temperament and the state of the coat, it would be kinder to shave it all off.
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The groomer shaves off all the coat without contacting the owner or having asked the owner to sign a consent form beforehand.
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Groomer rings owner as agreed as she realises it’s going to be kinder to shave the coat off if the owner isn’t prepared to bring the dog in again.
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This scenarios described here are hypothetical but the outcome will depend on how you’ve responded to the situation. Hopefully, if you’ve followed the right route, you’ll end up with a happy customer, who recommends you to all her friends and who is willing to learn how to maintain the dog’s coat in between grooms!
Next time we’ll be looking at the different types of coat, the structure of matts and when it’s time to shave off.
*actual prices quoted by Louisa Tandy, LGCI
