I had a client with two Cavs that I was doing every 4 weeks. her last appointment was in April and she scheduled for May. About a week before her appointment she cancelled and said she'd reschedule and I never heard back from her. At that last appointment I had given her a bottle of SS foaming face wash to try on her female Cav who has a lot of eye drainage. I suspect it's because she is SO small and her face is so tiny her eyes don't drain correctly. I know she's been to the vet for it. So anyway, I asked her if she'd be my "guinea pig" and try this new product for me. Then i didn't hear from her. I tried emailing her and I was still getting things from her like freidn requests on facebook, tags, etc. I wasn't quite sure what to think. Then she emailed me yesterday and asked if she could get back on my schedule. She said the reason she stopped using me is because I left some damp spots on the dogs the last time. I have wracked my brain and cannot for the life of me remember if there were any extenuating circumstances as to why I would leave damp spots on her dogs. I won't stress a dog unduly if they are really thrashing or something for drying, but I don't remember these dogs giving me any problems. Since I'm mobile I don't have any drying cages and use a small hand held dryer to do around the faces. I know I usually spend a good hour or more per dog typically when I was there as I would hand strip a lot of the "****" coat out. both are balck and tan and I always find that's the color that gets that fumanchu mustache-y thing going on that I will typically finger pluck. What is bothering me is that if I left these dogs damp then I was just plain sloppy and that is killing me. How could I have allowed myself to do that? If there are any plausible reasons why a dog is still damp (I have one Samoyed that I CANNOT get the ears dry on and I always tell the owner why and everything I try to do to get them as dry as possible) I tell the owner and make sure they understand, but I don't remember saying anything to her. How could I have missed this? I know I am probably getting more upset than I need to, but this is the first time anyone has complained about any of my work since I opened. But what I also didn't understand was that in the same email she said she referred her neighbor to me and they want to get on the same schedule so I can just do them both in the same day.
I told her that I would be happy to put her back on the schedule and that if there is ever a concern or issue not to hesitate to tell me. I guess I also feel badly that she didn't feel comfortable discussing this with me. I want to be as approachable as possible. I know there are some people that will just avoid any kind of confrontation or unpleasantness at all costs. Her daughter is a groomer in another state. She and I used to chat after each groom at her dining room table. I guess I thought she felt more comfortable with me that she did.
I WISH I could remember the last grooms. I am just appalled at myself because there is no excuse for sloppiness. It was right after Intergroom that I did these two. I don't remember being sick around then or anything. Ack, I'm giong to drive myself crazy.
I told her that I would be happy to put her back on the schedule and that if there is ever a concern or issue not to hesitate to tell me. I guess I also feel badly that she didn't feel comfortable discussing this with me. I want to be as approachable as possible. I know there are some people that will just avoid any kind of confrontation or unpleasantness at all costs. Her daughter is a groomer in another state. She and I used to chat after each groom at her dining room table. I guess I thought she felt more comfortable with me that she did.
I WISH I could remember the last grooms. I am just appalled at myself because there is no excuse for sloppiness. It was right after Intergroom that I did these two. I don't remember being sick around then or anything. Ack, I'm giong to drive myself crazy.
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