Recently, a groomer related a story about a customer complaining about her poodle/retriever mix looking "too poodlely" after her last groom. The groomer was frustrated because the pet owner could not describe what she meant. This story or similar scenarios are familiar in our industry. During an era where poodles make up part of many mixed breeds, it is confusing to us that people intentionally purchase a dog that is part poodle but steadfastly demand that their dog not look like a poodle.
If a customer is having difficulty explaining what they want, there are some things you can do and questions you can ask that might clarify the situation and make clear communication more achievable.
- Ask the customer to provide photos of dogs that look like their pet and have a hairstyle that appeals to them. Having images to look at and compare to their pet offers a chance for clarification. Ask the person what attracts them to this photo. If they cannot tell you, you can go from feature to feature, inquiring, "How is the length of the ear fur? Do you like how the hair is cleared well away from the eyes? (Or, alternatively, hanging in front of the eyes.) Ask about the length of the hair left on the muzzle, the cheeks, and the top of the head. By dissecting each part of the groom, you will hopefully better understand what the customer desires.
- Ask them to explain what exactly seems "poodley" to them. The answer will vary depending on the customer. It may, for example, be long hair on the top of the head. Or a short muzzle. Or a long muzzle. Or a bow. You just never know until you ask.
- From the face and head, move on to the rest of the body. Of course, as the expert, you will have to have some say in the finished length of the body coat depending on coat condition and frequency of grooming, but opening a dialog about what the customer's ideal trim would be can be helpful. Do they like the body coat trimmed more tightly and fuller legs, or do they prefer one length all over? You can hopefully work out a reasonable trim by being specific and working with the limitations of the individual pet's coat type and the frequency of grooming and care they receive.
- In many cases, the owners of poodle mixes prefer a messier look than most groomers are used to. A properly dried and brushed coat that is all fluffy and even, may be precisely what they object to. If this is the case, simply groom the dog as you usually would, then go over the entire pet with a mister bottle filled with water and get the fur uniformly damp. Then, scrunch the coat with your fingers and allow it to dry naturally before going home. This will allow some of the natural waves and curls to return, lending to a slightly messier look that is appealing to many poodle mix owners.
Overcoming our frustration about people's inability to adequately describe the pet groom style they prefer and helping customers understand the limitations of their particular dog's coat and body type is an integral part of our job. Learning to ask specific questions and listening carefully to the answers will help you achieve your goals.