When a Client Hates The Cut (What To Say and What Not To!)
It happens to every groomer eventually: a client picks up their dog, and their face falls. Before you get defensive, remember: most complaints aren’t really about the haircut. They’re about feeling unheard or surprised.
The first thing you probably want to do when this happens, is dig a hole in the ground and disappear. But this is not a moment to run and hide. Take a deep breath and then follow the following framework:
1. Truly listen & acknowledge first, explain second Don't interrupt, truly listen and then say: “I hear you. Let’s take a look together.” Not: “Well, that’s actually what you asked for.” Even if you followed instructions exactly, leading with an explanation feels like an excuse to the client.
2. Get specific Ask: “Can you show me exactly what’s bothering you?” Vague dissatisfaction (“it’s just not right”) is hard to fix. Specifics (“the ears are uneven”) are easy to fix on the spot.
3. Offer a fix before they ask Say: “I can adjust that right now if you have a few minutes.” This turns a complaint into a service recovery. Most clients just want to feel taken care of.
4. If it truly matches what was requested Say: “This is the length we discussed at drop-off. I want to make sure you’re happy, so let’s talk about what you’d like different next time.” Then write it down in your grooming notes and refer back to it the next visit. This protects you without sounding defensive and avoids future mis communication.
5. Know when to comp or discount If the cut is genuinely off, and you know it (!), a partial refund, a free product, a free add-on or discount card for the next visit costs you far less than a bad review or a lost client.
The one thing to avoid: Never argue about what they “actually said” at drop-off or trying to be right. Even if you’re right, winning that argument may result in a loss of the client. Always stay professional and kind.
Go dig that hole in the ground on the beach with your dog, but when it comes to client dissatisfaction, just breathe and work your way thru it.
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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