Speak Up? Or Let It Go?
Last week, I had an unexpected encounter with a long-time client and the ending of this story might surprise you... Before scheduling his next grooming appointment for his two dogs, I informed him about a $10 increase due to the current economic situation. I gave him a grooming date, and he responded positively.
On the day of his appointment, during grooming, he Venmoed me the money. I heard the typical text chime when a Venmo comes in, but I left it unopened because I was busy with his two little dogs in my van.
It wasn’t until I drove away that I noticed he had sent me the usual fee without the $10 increase. I knew I had to text him about it. As I sat there in my van, I contemplated how to word it. At the same time, I wondered what YOU would have done. Would you have felt awkward asking for the extra $10? Would you have let it slide and reminded him of the price increase again next time? Or would you have contacted him immediately, alerting him of the mistake and asking him to correct it?
$10 might not seem like a lot, but it clearly symbolizes so much more than just a small price increase, doesn't it? It’s about respect and feeling heard and validated. I sent him the following text message : "Hi! Your payment was $10 short. New rate starting today was 155 each ($310 total). Could you please venmo me the difference? Thank you!
-Marilou "Doggie's Groom Mobile"
Straight, to the point and unapologetic...
I didn't get a reply for about an hour or so, but then I heard the familiar Venmo text chime once again. And guess what? Instead of simply sending me the $10 difference, he actually paid me an additional $50!
So, don't be afraid to speak up! It's only in very rare cases that you'll lose a client over it. More often than not, you'll find that speaking up has positive consequences for you and your business. In the very least, you'll be respecting yourself for speaking up and that, my friends, is a very big deal!
🐶 Table Talk is always sincere, AI-less, raw and unfiltered, and driven from my own experiences as a pet groomer and small business owner with the hopes to help you in your journey.
With respect, admiration, and a firm belief in your worth,
Your Fellow Business Thinker & Pet Groomer:
Marilou Lekanne
Marilou’s Method & Successful Grooming
Text COACH to 310-922-0282 for your FREE 20 min introductory coaching session
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