Mr. Barr arrives for Tiki's grooming appointment and says, "My wife sent instructions," as he hands over a piece of paper. Groomers tend to fall into two different camps when this happens.
Camp #1. This groomer is happy to see that piece of paper and eagerly reads it. The words (and sometimes drawings!) are valuable information. They can help set the groomer up for success because they know if they can follow the instructions on the paper, chances are the customer will be happy with their work.
Camp # 2. This groomer will have to try hard to prevent the customer from seeing their eye roll. They may even feel angry or insulted that the customer has instructions and resent the implication that their status as the grooming professional is being questioned.
Here is what I think: Written or verbal instructions are invaluable information. So, yup, my pup tent is pitched in Camp # 1. Here is why.
Instructions will show the groomer precisely what is most important to the customer. If they lead off with, "Please trim around her eyes closely," that is a good place for me to start planning the entire groom. They want to see their pets' eyes, and I can tailor that desire to a cute look for their pet. If they say, "Please don't trim the sanitary area," I will want to know why. Has the dog previously developed irritation after trimming? If so, can I cut the area using a longer blade or carefully with scissors? This is essential information and a good starting point for further questions.
Sometimes, the instructions given are impossible for me to fulfill. If Tiki has not seen a brush in months and the customer requests that I "leave her long and fluffy," I must look hard at her coat condition before Mr. Barr exits the premises. But this is still good information for me to have. It can be a starting point for a conversation with Mr. Barr (or, more likely, his wife when he calls her and hands the phone to me). If Tiki is matted and I am going to use my magic wand (also known as a 7F blade), this allows me to break the news so the customer knows what to expect.
Sometimes, customers request something that I know will look terrible. When this happens, I try to gently suggest other options and even mention that what they are asking for will not complement the dog. But, in the end, it's their pet, and if they want me to groom it so it looks like an ottoman, I will do that and smile as I deposit their check.
When a groomer is insulted by a customer giving them grooming instructions, I wonder if they go to their hair stylist and ask them to do whatever they want because they are the professionals. I know I don't. (Just trim the ends, please.)
Grooming instructions. One groomer's road map is another groomer's reason to feel insulted. Please hand that map over to me.
