Client Communication Best Practices

How you communicate determines whether clients come back.

At drop-off: Greet the dog first. Confirm services. Note concerns. Give a realistic pickup time.

During the groom: If you find skin issues or lumps, take a photo. Text a cute photo mid-groom.

At pickup: Walk through what you did. Point out issues. Give home care tips. Book next appointment before they leave.

Handling complaints: Listen. Do not get defensive. Offer to fix it. A complaint handled well creates a more loyal client than one who never had an issue.