In this fast-paced industry, it's no secret that success as a pet professional hinges upon a solid foundation. Just like grooming a furry client, establishing the right framework for your salon sets the stage for growth, client satisfaction, and professional fulfillment. From honing your skills and building a talented team to creating a welcoming environment, we'll explore how laying the groundwork is key to thriving amidst the business of this rewarding profession. We sat down with Perry, a business owner, groomer, and educator to discuss the steps he's taking to build a successful business and team.
How I Got into the Pet Industry:
Eleven years ago, I graduated high school and planned to attend Cleveland State University to study pre-veterinary sciences. Unfortunately, my student loans were denied, and work needed to be found. My whole life I've enjoyed learning about and being around animals. In 4-H, I showed horses and livestock; Grooming is essential in 4-H which is how I got my grooming job at PetSmart! I started out in the aquatics department which soon landed me a receptionist position in the salon. After 3 years of being a bather, I finally went on to the academy and learned the proper breed standard/ pet trim guidelines. Although I loved my job, something was holding me back from really living out my dream, so I went on to open my own salon after hopping around salons and even taking a break from grooming. After working at different salons I realized I needed to be my own boss. I've always performed for my clients and my co-workers to kind of set the tone of how we should hold ourselves as service providers. Great bosses make great salons, and I take pride in coordinating different hats to make my staffs day at work manageable. Keeping everyone ahead of the game while also providing the essential products and tools they may need keeps a business of quality steady. My goal as an entrepreneur and boss has always been to keep steady growth, reliable guidance, and opportunities for my team.
Many groomers start out in either a private shop or come from a corporate background. Often, these talents venture out on their own and start from scratch. It all boils down to having a strong team that reels in the 5 Star Reviews. If you are looking to start or manage your own grooming salon, consider these assessments I've made while maintaining my own.
Coordination:
Clients search for a poised salon atmosphere and a groomer that connects well with their pet(s). Make sure the salon is clean & under control by a skilled team. Creating a safe and transparent culture for your groomers and pets is of the utmost importance. Innovate these ideas in your own way to make your workspace inviting.
To maintain transparency in a bustling salon you must:
A.) Communicate with your clients and put yourself in their shoes.
B.) Have an interactive POS/Appointment system for organization & analytics.
C.) Focus your attention on your teams safety and quality.
The Lobby
Customer engagement is very important if you want a smooth check-in process. Service
providers should be ready to assist and respond to the variations of clients you may be scheduled with 3 Specific types of clients:
Regularfamiliar with the team and environment.
Anxious may be unsure about leaving a pet at a different facility. New customers
typically have left another salon due to a negative experience.
Assertiveis more particular and requires confidence from the service
provider. Overestimate service duration and exceed expectations given.
Build Your Basket
The Paw Wash keeps many different types of products and merchandise in stock for our groomers to promote and clients to try out.; Square systems make it possible to display and sell add-ons effortlessly.
Our hottest items in 2021 were:
-brush kits (customized for each coat type)
-iGroom Charcoal Keratin Blowout
Understanding the Pets:
By observing your fur clients actions in the lobby, in the tub, and on the table, you can properly modify your prep technique to groom safely. As an avid groomer and equestrian my instinct is to use the pressure and release method with young or aggressive dogs for feet handling, clipping, and drying. Grooms or groomer(s) are required to multitask; Handling any animal requires experience with body language and behavior. Positive reinforcement is given throughout all training processes with pets to create trust. For more info on the modified pressure and release method in relation to dog and horse training refer to the link below:
https://www.taggsk9.com/post/pressure-and-release-dog-leash-training-rottwieler
Special Handling
a. Puppies are fun to groom, but as each visit progresses it is important to incorporate.
positive reinforcement and secure a routine grooming schedule. Grooming with tools
isn't natural to pups.
b. Senior grooming should be easygoing and performed only at times during low volume
periods (7a-9a)/(5:30p-8p+) Ensuring a seamless and low-stress environment.
c. Special Handling ( Matted/Assertive) - Allow many breaks and work in sections. Use
cones/muzzles with a team member. **Face Tip**If pets kick or scratch you can reverse
the cone to block their wither and chest region while working on faces. You may also
cover feet in vet wrap loosely to avoid scratching.
The Staff:
Build a network of groomers
Get to know your competitors and keep a versatile team to build the foundation for a reputable salon. When hiring, consider candidates who submit resumes with their applications for any level position. Working interviews are the most efficient evaluation for the hiring process. The Paw Wash offers opportunities for advancement, as well as continued enrichment for junior apprentices. Offer incentives to tenured groomers who bring their own clientele. Recruit staff that is open to growth & routinely boost team morale [activities or 1-on-1 meetings]
A great way to keep your employees on track is by developing focus plans to enrich performance & productivity. The idea is to display their growth on paper to keep them engaged with friendly competition like groomer's bingo. Review your stylists based on their experience level and sales analytics.
Challenges groomers are faced with can be extensive, however, owning the salon can be quite a gamble at times. Dealing with customer complaints, veterinary visits, and COVID-19 was like trying to put a puzzle together when it's missing a piece, but with faith and resilience, you can do anything! By remaining calm, motivated, and educated you can perform for your audience at ease creating an authentic culture pet parents are looking for.
Conclusion:
Operating my business as a groomer instead of an owner creates a trustful bond not only with my staff but also with our customers. Flaws then become easily distinguished between customers and groomers. Understanding the veterinary process helps prepare your client and groomer for the worst. By keeping product and marketing available routinely I can raise sales for my team and give them options to build their basket while providing customers with the tools they need to care for their pets at home. I stand in the customer's shoes while also seeing through the groomer's lenses. By investing in and showcasing my team, I bring the same advancement opportunities as myself to them. If I'm loyal to my team they'll remain loyal to me.
The small details will always set your business apart, embrace them! Secondly, a high
bar should be set to keep your team energized. We aren't running a circus so it's important to always be prepared and presentable. Invest in various products to see which brands produce results. Finally, you should stay committed to providing your fuzzy friends with the work!
To learn more about The Paw Spa, check them out on their website or social media!