Dealing with Conflicts

Within any business conflict with customers will occasionally occur. The key is to ensure any conflicts are resolved quickly, professionally and with both parties reaching an agreed conclusion.

Payment Issues

If a customer wishes to pay by debit or credit card but the card is declined during the transaction the client must be informed, politely ,that the payment has been declined. Investigate other methods of payment, either by alternative card or cash. If there is no other immediate payment option inform the client that an invoice will be sent out and that payment must be made by a set date. It is important to be mindful of the clients feelings as they are likely to be highly embarrassed by the situation. The dog should not be taken for any further grooming until the payment has been fully settled.

 

 

Accidental injury to the dog

 

When working with live animals and sharp equipment accidents do occasionally happen. If a dog has experienced a minor injury while at the grooming salon it is essential that the owners are informed of the injury at the point of collection. The owner should be informed how the injury occurred and what treatment was provided, some groomers will also have the owner sign an incident report. Depending on the severity of the injury a discount may be offered.

If a major injury has occurred the dog should be taken to the vets immediately, either the local vets or the dogs own vets depending on the situation. The owner should be informed at the earliest opportunity. Refunds and reimbursement of vets fees are at the discretion of each grooming business. Some salons may have clients sign a disclaimer prior to grooming.

When informing the client of any injury it is important to remain calm and professional. Apologise for the incident and provide information on how to care for the wound. Clients may become upset and should be dealt with sympathetically.

 

 

Time management

Time management can cause conflict in two ways, the groom can overrun leaving the owner unable to collect the dog at the allocated time or the owner may be late in collecting the dog leaving the groomer waiting for collection.

Should the groomer fall behind schedule it is important to notify the owner as soon as possible. Phone or text the owner and explain the reason for the delay and the new pick up time. If it is not possible to contact the owner and they arrive at the salon inform them of the delay and the approximate finish time. If the owner chooses to wait it is advisable to keep them away from the dog as contact with the owner will make the dog excitable and therefore harder to groom. Offer the owner refreshments and keep them informed of the progress. If the owner is unhappy with the delay a discount to the cost of the groom could be offered to compensate for the inconvenience.

If the owner fails to arrive to collect the dog at the allocated time it may be possible to secure the dog and wait for the owner. However if the collection time runs into the end of the working day or there is not space to safely secure the dog the owner should be contacted and asked to collect the dog at the earliest opportunity, identifying how long this is likely to take. If it is not possible to contact the owner messages should be left stating where the dog will be housed and when collection should occur. In some instances it may be necessary to take the dog home or to drop the dog off at the owners, additional charges may be incurred.

 

 

Dispute over grooming requirements

At the point of collection the owner may be unhappy with the groom. If the owner requests the dog be trimmed shorter it may be possible, if time allows, to take the dog back in and shorten the required areas. If the client is unhappy because the coat is too short apologise and document the clients preferences on the grooming record card so the same complaint does not occur on the next groom.

 

 

 

 

Formal Complaints

Most complaints are resolved immediately and have no lasting consequences. However there may be some situations where the client is not happy with the outcome and makes a formal complaint. It is advisable to have a written complaints procedure in place. Where a client wishes to make a formal complaint they should do so in writing. On receiving the complaint, best practice is to acknowledge the complaint within 5 working days, in many cases this involves stating that the matter will be investigated and a formal response will be provided within one month. It is advisable to obtain legal advice and inform your insurance provider. Businesses which are members of the Pet Industry Federation trade association have access to free legal advice and a mediation service. The complaint should be investigated and a written response sent to the complainant. Where possible the response should identify what actions have been taken and the options available for resolving the complaint.

 

 

 

 

Dealing with aggressive clients

In rare instances a client may become verbally abusive. Where possible try to safely calm the client by remaining calm and understanding and listening to the client’s concerns. where possible ensure physical space is maintained between yourself and the customer, ideally using the reception desk or grooming table as a physical barrier. Identify the complaint and possible resolutions, referring to business policies where appropriate.  If the level of threat increases inform the client that you will not tolerate being spoken to in such a manner and that continuing to be abusive will result in the conversation being terminated and they will be asked to leave the premises. Gain assistance from a senior member of staff, if no one is available inform the client that if the abuse continues the police will be called and follow through on the action if necessary.