Matted ears

[kahluasmom]

Hi. Yesterday I had a bichon come in with extremely matted ears. Tried conditioner in them nothing seemed to work. When trying to get them out with a mat splitter you could tell the dog was in pain. Long story short had to cut ears to leather because dog was uncomfortable. Get a call from owner today - she is upset, couldn't sleep last nite etc. Has anyone ever come across this type of problem and how do you handle it? I don't want to give money back it was alot of work dealing with this dog. Any suggestions would help. Thank you

[SiberianLover]

I don't refund money for owner neglect, period.

If she doesn't want to comb, learn to like it short. Those are her options.

[flemishr2cool]

You didn't do anything wrong. Tell the owner if she doesn't want to ears shaved in the future she needs to brush the dog or bring dog in for you to brush the ears out. If you didn't warn her before the groom that you may need to shave the ears make sure you do warn owners so that if they don't like the idea they can go somewhere else or so that they aren't surprised when they come in to pick the dog up. If you didn't warn her I would apologize to her for not telling her that you may have to shave them but don't apologize for shaving the ears.

And DON'T feel guilty or feel you were wrong for shaving the ears! Its not your fault they were matted and you did the right thing by keeping the dog comfortable, and don't give her any money back, you groomed the dog. Again its HER fault you had to shave the ears, not yours. That's what I would do anyway.

[keyray]

I've had to shave ears a few times. I always let the owner know that they have to be shaved when they check in. Or I will call and inform them before I shave. I HATE taking a break to call the owner but I have not had a single complaint about shaving a dog due to mats since I've been calling them.

What I tell them is that I can demat the dog but that it costs .75 for every minute, so if it takes me an hour it will be $45 on top of the normal grooming price. Then I give them the option of shaving the dog and "starting over". They also get the talk about combing out the dog inbetween grooming.

[Jenneversage64]

I am sorry that happened to you.

I have had people actually like the look. It is cute I think. Maybe show her photos of the poodles deliberately done that way. I would not refund any money. If anyone has any pics of Bichons with shaved ears please post. Maybe she could see it can be an alternative style and not the end of the world. fur grows back. Maybe offer her a freebe like blueberry facial you do anyway.

[Moonpiepoodlz]

I'd call her and explain that you did everything possible to demat the ears without putting the dog through any pain and for his safety you felt it was necessary to shave his ears.
Don't offer any money back; if anything offer a discount off his next grooming within a certain amount of time to get her back in your day.
You've done your best to satisfy her and don't worry about it; I've had a few dogs leave with bald ears and many of them being Bichons!

[Doubledogdare]

Humanity before vanity.

Tell lazybones if she wants long ears on her dog, buy a brush and learn how to use it.

Then she won't lose sleep over her dog's naked ears.

[pooh13]

I'd call her and explain that you did everything possible to demat the ears without putting the dog through any pain and for his safety you felt it was necessary to shave his ears.
Don't offer any money back; if anything offer a discount off his next grooming within a certain amount of time to get her back in your day.
You've done your best to satisfy her and don't worry about it; I've had a few dogs leave with bald ears and many of them being Bichons!

I would not offer even a discount ,the ears were matted due to the owners neglect and to re enforce her idea that she did not ask for shaved off matting thus making your job less valuable in her eyes.Never feel bad for doing whats right for the dog if this owner can't understand the dogs comfort is important during grooming. let her walk if she so desires .For future notes when you have to shave the ears off due to excessive matting save the mats and show them to the owner at time of pick up explain these could not be brushed out without risking injury to her dog.

[onions]

Humanity before vanity.

.

I LOVE That!

[Moonpiepoodlz]

I would not offer even a discount ,the ears were matted due to the owners neglect and to re enforce her idea that she did not ask for shaved off matting thus making your job less valuable in her eyes.

I've actually stopped doing this in the last couple of years but in the past I have done it just to prove my grooming skills and to try and make them a regular client.
Now I have an attitude of "I'll do my best for the sake of your dog but don't expect any miracles and I won't put your vanity above the dogs safety."

[wagsnwiskas]

Yeah!

I would politely tell her that it's not your fault the ears were matted, and that you did what you had to do in the best interest of her dog. PERIOD!

[neanea]

I've had to shave Bichon ears before. On one that came in (I had groomed him once or twice before), I had to shave the entire dog down with a 7 and 10 on the ears. It was a total PELT because he "likes to swim in the lake" with the lab. Well, it had been 4 months or so since it had been in before, so you can imagine his condition. I explained to her he would need to be clippered very short because of his matting and she said whatever is best.

His ears were solid rocks of matting and I had to do a little and stop, do a little and stop, to prevent hematoma's. Well, for all my caution, the ear tips DID start to bleed once the dog was done and he started shaking his durn head RIGHT before his mom decided to walk in to see if he was done.

Well, she was upset because of the bleeding and I explained there was not a lot I could have done with what I had to work with. Told her about the "rocks"(which I saved in a baggie) he had encasing his ear flaps and how this can happen when they get matted. Now, get this, she was MORE upset about being able to leave the next morning to go on VACATION than she was about the dogs MATTED CONDITION. She was upset that it was later in the afternoon and NOW she was going to have to postpone going out of town so she could take the dog to the VET! I called her about a week later and left a message. Called again another week later, another message and finally called again a few weeks later and she answered. Ask her how he was and she said the VET SAID... lol. I CUT HIS EARS and that's what was making them bleed!!! Well, they oozzed blood from the tips, no cuts, because they were casted. I'm sure she didn't tell her vet that part!

She never asked for a refund or vet payment and frankly, I wouldn't have given it. It was her responsibility to get the dog in on a more regular basis and to comb/brush between. I saved those "rocks" for a few months, JIC, and finally tossed them when I felt I didn't need them any more, lol.

PS: Always explain to them when they drop off the need to "shave" any part of the dog.

[Yappiness]

Do any of you explain about the possibility of aural hematoma after you've had to shave matted ears? It puts the responsibility where it belongs, on the owners neglect of brushing the ears.

[progroomer77]

Matted Ears

Bichon ears are the worst, and being a white dog you know that if you tried to de-matt any of them they would bleed like you clipped the whole ear off.

I would explain to the owners that the ear leathers are extremely sensitive, and that if you tried to comb out any of the tangles that it would irritate the tips of the ears, and possibly even open them up. MOST people would not want you to hurt their baby. I say most because I have had the odd person that says I don't care!

Don't refund money. You work hard for what you do, and in your good conscience made the best decision possible for the dog.

[pooh13]

Do any of you explain about the possibility of aural hematoma after you've had to shave matted ears? It puts the responsibility where it belongs, on the owners neglect of brushing the ears.

Yes I do explain this to owners with dogs that fit this criteria .