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Best way to deal with clients with difficult dogs

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Best way to deal with clients with difficult dogs

Post by snaggywoo on Wed Dec 11, 2013 1:01 pm

Hi everyone


This sounds like a terrible thread but we have all had customers whose dogs are horrid behaviour wise, waste a lot of time on the grooming table and the customer only rings once in 4, 5 or 6 months.


I got caught out of course by these sorts of people when I first started and now it is 6 months later and I'm getting a few of them ringing back.


I have a voicemail stating that I'm booked out till Jan and I must admit I've been a little naughty and just been ignoring the message (it was only 2 people) and hoping they went elsewhere however I have noticed they will leave 2, 3 or more messages even though the voicemail says I am booked out (you would think they would get the message that I'm not available to take any appointments and just move on?)


What I am worried about is that these customers might badmouth my business on facebook or something along those lines because I didn't return their calls.


Am I doing the right thing here? Or should I return the call and explain that last time the dog was quite difficult and I feel that a groomer working alone such as myself is not the best choice for the dog? Or the other option is tell them it will be $20 extra due to the difficult behaviour and needing to account for the extra time spent.


I would prefer to move the client on as I want to keep my appointment book free for the possibility of picking up a client that will become a good regular their either books in the diary or calls regularly when they are ready.


What is the best way to deal with these sorts of clients?
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snaggywoo

Location : Newcastle, NSW
Posts : 248

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Re: Best way to deal with clients with difficult dogs

Post by brig on Wed Dec 11, 2013 3:59 pm

hi
ive had a few of these & I do tell the customer at the time that their dog is very difficult, or go & get the owner to try to help me, then they can see for themselves.
I have had one guy ring me back, who I needed to hold his 2 small dogs as they were snarling & snapping at me constantly, and I told him nicely, but firmly that I did not feel comfortable doing his dogs & he would better going to somewhere where there is more than 1 person. He understood.
When I get a call to clip a new dog now, I always ask if there have been any issues in the past with clipping & if the owner is honest & tells me that there has been, I say straight up that they would be best to go somewhere where there is more than 1 person, as I work alone & need to be able to manage the dog.
It is hard as I am trying to build up my clientele, but I can not take the risk of being bitten & not being able to work.
I changed my career to this for less stress! hahaha
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brig

Location : sa
Posts : 16

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Re: Best way to deal with clients with difficult dogs

Post by snaggywoo on Wed Dec 11, 2013 11:51 pm

Yeah I like the not comfortable because I work alone so a certain level of  cooperation from the dog is needed.

Unless the dog sounds ghastly I will try the dog once. I have found that there are quite a few that the owners think were terrible to the last groomer and they were relatively fine when I did them.

I have found a good predictor is the vibe you get about the owner. I have found I'm rarely wrong (even though it is stereotyping). If you get the feeling the owner just "doesn't get it" then often the dog has unworkable issues.
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snaggywoo

Location : Newcastle, NSW
Posts : 248

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