When the Job Is Bigger Than The Quote

The  dog is on your table and you realize "a little matted" is actually a pelt from head to toe or "might be a little nervous" turns into a dog fighting you at every chance he gets. Here's what to do today when the job is suddenly bigger than the quote.

1. Stop the groom. Put your tools down before you're getting frustrated. It's not dramatic, it's professional. Take a deep breath and step back for a second.

2. Call the client, don't text. Voice carries tone and tone is what keeps this from sounding like an accusation. In addition, you'll want an immediate answer and not having to wait for a text response.

3. State it plainly, calmly yet firmly. "Hi Denise, I just noticed that Lucky is way more matted than I thought. His coat needs a full dematting, which brings today's total to $X instead of $Y. I can also do a close shave-down for $Z instead. I understand that this might not be what you wanted but these are the two options. Which one do you prefer?" Calm and factual, no need for a guilt trip or to get upset.

4. If the client hesitates or protests... Give her a real third option: "If you don't want me to do either of these, then unfortunately you'll have to come pick Lucky up." You can choose to charge a fee for that or keep it free of charge and walk away with your sanity in tact. The fee depends on how far along you were already in your grooming.

5. Make a note of what happened in Lucky's grooming records so you can be aware of his condition prior to the start of his next grooming (if they schedule again).

Charging correctly isn't unkind or rude or unprofessional...  It's what keeps you in this industry long enough to keep helping dogs at all.

Still find yourself freezing in that moment?That's exactly what we work through together during my one-on-one pet business coaching sessions! Head to www.successfulgrooming.com and click COACH ME for a FREE 20-minute introductory coaching session. Let's build your script before you need it again.

With respect, admiration, and a firm belief in your worth,

Your Fellow Business Thinker & Pet Groomer:

Marilou Lekanne

Marilou’s Method & Successful Grooming

https://www.successfulgrooming.com

Text COACH to 310-922-0282 for your FREE 20 min introductory coaching session

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