I need a more polite reason that I'm not going to groom this dog again other than the truth, which is that she brings it very sporadically (in spite of me trying to train her to bring him regularly) and therefore he is always knotted, and as he's a terrier, he's therefore very snappy, even with a muzzle he's hard work. I have got plenty of clients now and can start to pick and choose a little, and I don't need to do this sort of dog, and I really don't want to have to do this dog. Last time she phoned (about 5 months ago!) I genuinely was booked up for about 2 months and she must have gone elsewhere, but this time I would have time next week, but I just don't want to ever see him again!! What could I say? I can't say I'm not taking on clients as I have done him a few times, though not for nearly a year. But I don't really want to say I'm not doing him because he is so snappy! Help!

I would be honest and say that you don't want to do him anymore because she doesn't bring him in regularly nor does she groom him properly at home and so he's always knotted, which then makes it uncomfortable for him and very difficult for you.

I always found that honesty is best because otherwise she's not going to understand and the dog will continue to suffer.

That is why I always insisted on regular appointments (except for the very few who obviously didn't need an 8 week appointment) for the sake of both me and the dogs! :)

How about something along the lines of "sorry but your dog is always badly knotted and will take up a lot of time that I do not have at the moment" Of course there is always the option of telling her that her dog is a nightmare to groom because she neglects to bring him to be groomed on a regular basis lol That would make sure she left you alone!!

Oh dear, I don't think I'd be very good at saying that to be honest, I'd be too nervous! :-( I have tried to get her to come more often..... Perhaps I can manage to say something about not having time to do him because he takes much longer than he should because of not coming very often. I'm just no good at that sort of thing! And even if I got through to her, I don't want her to bring him to me even if he did come more often, I'd rather she took him somewhere else more often!

Just say that the fees have doubled because of the extra grooming :-)

Just say that the fees have doubled because of the extra grooming :-)

I would be doing that anyway if he didn't come in for an 8 wek trim and was knotted! ;)

Tell her your fees have increased 400% due to the state of the financial climate, your overheads have gone through the roof and you fully understand her taking her dog elswhere.

Haha worth a try! But yes, I could definitely say it will be more because it's been so long since he last came, and then say I haven't got any appointments for 2 weeks (which is almost true apart from the one that rescheduled), and that I will understand if she prefers to find somewhere that can do him quicker. Then whether or not she books him in, I can say that she needs to come more regularly or I can't undertake to keep fitting him in, what with having more frequent and regular customers. I'll give it a go!

Bite the bullet girl!  If you are very clear that you do not want her as a client, even if she's narked, it means that you don't need to see her again.  So you only have to feel embarrassed once, and it's all over.  :-)

id say that you are sorry but due to his temperament while being groomed I can no longer accept him, then offer to give her the details of other groomers.

But why unfairly blame the dog? 
He's only grumpy because the owner doesn't groom him properly or bring him to the groomer frequently enough!  She needs to know that. :(

> Tell her your fees have increased 400% due to the state of the financial climate, your overheads have gone through the roof and you fully understand her taking her dog elswhere.

Oooh nooo... chinese whispers will have it within the week that she's going bankrupt
I know what that sort of gossip is like, about small businesses in a small town.

I'd be inclined to present the customer with a bill for extras - the extras being the time it took to sort the dog's tangles out... and then cheerily say you have booked him in again for his next appointment 6 weeks hence (assuming if he did come in every 6 weeks you wouldn't have to deal with the added work.)

The customer will be gobsmacked, but the extras are negotiable... and you could drop that if you wished -  the Extras will of course NOT be an issue if the dog was brought in more regularly. I don't know what the customer will argue against the most - the extra fee or your insistence it be brought in more often...  either way it gives them an easy way out, upholds your reputation,  or gives you a better deal and a better customer if they agree to it. If they go away complaining then what, exactly, are they complaining about? :)

I, too, have work that involves customer service.  All the posters have given you the advice that I used.  First I said the new cost was xxx which was double but she still wanted to book in.  Next time I said I was fully booked and suggested another establishment who I knew was a stronger character than me.  Yet she still insisted in trying to come back to me but each time I was fully booked and in the end she got the message.

>Bite the bullet girl!  If you are very clear that you do not want her as a client, even if she's narked, it means that you don't need to see her again.  So you only have to feel embarrassed once, and it's all over.  :-)

I'll try! I'll raise the price (not double, but perhaps 50%), say I haven't got any appointments till October, which apart from one rescheduling this week is actually true, then if she still wants me to do him, I say she'll need to give him a good brush through so he isn't knotted because that makes him difficult, and that I won't do him again after that unless he comes every 2 months. I think I can manage that. :-)

I really wouldn't gloss over the real issue as this dog is suffering and she needs to know it is her responsibility to make sure that he doesn't.  She seems to be the type that pretends the suffering doesn't happen because she's not there to witness it.

Just tell her that the pain her dog is in when you brush out his knots is too much for you (and him) to bear.

She can either:
(a) brush him out at home
(b) stand and hold him herself whilst you brush him (that'll be an eye opener)
(c) have you shave him to the skin (she won't like that as then everyone will know she neglects him)
or (d) tell her to take him to someone that doesn't care that he screams in pain at the groomers. 

She'll probably go for option a, but end up with option d, but at least you will have tried.

> and as he's a terrier, he's therefore very snappy,

Thats a bit of a generalisation.

Just be honest and tell her. But to be truthful if they only book in every year or so, cant you just tell her your fully booked for the next ???? weeks?

I dislike being upfront about things too, but reading through all the advice I think Claire41 advice of saying you are booked for a huge amount of months ahead, is good and when the lady says, as I'm sure she will, "oh I can wait", this is where you can launch into the spiel "well that's the problem. When he left so long his coat is a mass of tangles"  etc etc

>Thats a bit of a generalisation.

Well yes, to be fair I do have nice natured terriers that I groom. But nearly all the snappy dogs I have are terriers, never spaniels and rarely shih tzus etc. Anyway, I know it's not his fault he snaps, so would I with all those tangles he has, though I try my best to be gentle with the deknotting and clip off everything I can!

Anyway, I've left a message with the husband, saying I have nothing till October, his response was that they weren't in a hurry. I said that he really didn't come often enough and got in quite a state and was then not easy to do, and that if I was going to keep doing him he would have to come more often, and that if they did want to go elsewhere and have him done sooner that would be fine. He'll pass the message on and we'll see if she phones back tonight. Then I can say, if they are happy to wait till October, that I will have to charge more as he will be in a state again, and she must try to brush him thoroughly first, and then he will have to come every 2 months if I'm to keep doing him. Hopefully she will get the hump and go elsewhere, but at least I've tried to explain for the dog's good. Phew!

Perfect :) ...... now breath lol.

> Hopefully she will get the hump and go elsewhere, but at least I've tried to explain for the dog's good. Phew!

Well done LucyDogs.  :-)     It was probably easier to say on the phone.  And you have done all you can whatever they decide. 

Don't forget to let us know the outcome!

Im not too good at confrontation either - could you not book him in this time - with it in mind its his last time , then when she collects tell her that he was very very snappy this time and has frightened a member of your staff so you think its best he dosent come again - that way it would not look as though you've been building it up?

Well done Lucydogs :-D

Hopefully she'll get the message.  But if she does phone, tell her that unless the dog is knot and tangle free, you will charge an extra £5 for every 15 minutes over the time it should have taken ;)

then offer to give her the details of other groomers.

Noooo  don't do this.  It can backfire on you.   Other groomers will either be insulted that you thought they'd deal with her, or she'll just tell them what a terrible groomer you are for not doing her dog properly ;)   It's never that the owner can't be bothered ;)

I had just such a customer.  Had not a good word to say about any groomer she'd been to.    Tried to give her lessons in grooming.  Tried to tell her that the reason her Bedlington was a mat right to the skin was because she was bathing him and not brushing him first, then rubbing him dry.   In the end, I made an appointment and told her that every fiteen minutes extra would cost £5.   Made her stay for the comb through, dog was a mass of knots and matting again, couldn't get a comb near, then sent her off telling her he'd be clipped on the shortest blade for his own comfort and it was going to take time.   When she collected him, she gulped at the price, paid, and never came back.   Feel so bad for the dog, but I can't be the torturer.

I've had this dilemma a few times and I usually end up kicking myself for not saying anything because I feel sorry for the dog. I did have a get out clause when a) I was waiting for carpal tunnel surgery and then had a bad back so managed to ditch the more problematical clients without feeling too guilty. I recently turned down a very neurotic GSD who, despite the owners usual promises didn't appear for well over a year. She said the dog had been to a trainee groomer friend in the meantime but wanted to come back to me.  I left a message on the answer phone saying "sorry, it was just too difficult for me to groom her OAY and it causes the dog to be distressed".

Up til then I'd always had to clip her trousers off (owner never complained) as they were too solid to dematt but
after her last groom I had to send my newish clippers back to be repaired as something had burnt out so I had no guilt about refusing that one. 

I AM trying to man-up!

I actually don't know any other groomers around my area apart from PAH in Bury, so I wouldn't be able to help there. Fingers crossed she doesn't phone, or that I can make her understand that he shouldn't really wait until October (hasn't been to me since April / May!)

Piratebear I work alone, so alas no chance of fobbing her off like that. :-D

Wonder why she hasn't gone back to the groomers she used in the interim, maybe they told her a few home truths

As a child I used to walk our cockers at least 2 miles out into the country to the groomers, Spring and Autumn, I'd had to make sure he was thoroughly groomed first, as he was going to be shaved all over I could never understand why I had to groom him before hand but you didn't question anything you had been asked to do, the groomer used to comment what a lovely well groomed coat he had, I would then walk home and wait for the call to say he was done, when I was 12 I got my first bike so could ride it home and back and push it when the dog was with me, he then needed a bath as not done at the breeders back then, as an adult I did mine and my parents cockers grooming, full shave in the spring and only legs and undercarriage in the autumn.

My present breed only needs a paw trim periodically.

I hope you manage to persuade your customer to stick to a regime or go elsewhere.

North Manchester?  There are tons, I drive past about 5 on a 5 mile journey every day.

Judging by how he usually looks, I doubt she's taken him anywhere since then.....

>When she collected him, she gulped at the price

:-)  :-)  :-)  :-)

No, Bury St Edmunds Suffolk. :-) She didn't ring back last night..... *fingers crossed*

When I groomed, like yourself my books were virtually full and I could pick and choose.  This was how I worked.  My answer to this owner would be, because my books are full all dogs are on a 6, 8, 10 or 12 week rotation depending on breed. Owners book in advance to be assured of their spot, which is why I am booked so far in advance.  Their next appointment will encur no dematting but a full clip down and then will be expected to book an appointment for 8 or 12 weeks time to fit in with their grooming schedule before leaving, this will set the pattern and the now regular grooming appointments will keep the dog matt free and hopefully your hands intact. 

If they do not keep the appointment they are OUT and I have told this to many a customer. If they value your time and appreciate your groom they will comply, if not, they will realise it is through THEM not complying with your rules and NOT your fault you can't groom the dog.  I would often book the dog in for a shorter period than is normal for the breed say 8 instead of 10 weeks I can assess the coat during the groom if I feel dog would have lasted another week the next appointment would be 9 but if dog was starting to show signs of matting (owner doing no brushing at home) then it would be a 7 week date.  Making sure the owner knows THEY are the reason dog needs groomed sooner not you!

This system worked very well for me, it laid the responsiblity with the owner not me.  Owners are happy to walk around with a matted overgrown dog declaring their wonderful groomer (you) were so busy you couldn't fit them in (putting blame on you) rather than saying they haven't bothered to book a 8 week regular grooming slot with you (their fault).

I hope you get this sorted, I do feel your pain :(

Just as a matter of interest how do you get rid of clients who do book regularly but whose dogs you hate doing. Not because of the state of teh coat but because the dog is so hard to groom? i have a couple who cause me real stress but they keep booking. While I am doing the dog I think right never doing this dog again, then when the owner comes to pay and asks to book them in again I just fold and make another booking?

With the owner of the matted Bedlington, I even offered her FREE grooming lessons and regular checks on grooming in between trims, she chose not to bother.   Some people you just can't help - and the dogs suffer :(

newyork,

I had one, when I first started, who actually fought me when I was trying to groom him.   I would be black and blue afterwards.   His owner told me to give him a clout!  In between bouts of trying to fight and bite me, and me trying to groom him, he'd just stand there shaking.  I felt he was scared of the grooming process and at 11 months he was also a teenager, with raging hormones.

I didn't shout or hit him, I just didn't give in, and used a muzzle when he tried to bite me.   I also whispered to him whilst I was trying to groom him and afterwardds he got a nice massage.    I'll admit that by the fourth visit I was tearful before he came, and decided that if he wouldn't stop fighting me I'd tell them I couldn't groom him again.

There was no need!   On the fourth visit he was put on the table and wagged his tail a little bit.  Resisted a little, but did't fight me or try to bite me, and was so co-operative it was unreal.     It was a while before I trusted him, but he's been a real gentleman ever since, and is now 13.

If it's early days you may have a break through.   But if it's been going on for years, then maybe you could charge extra for the trouble and extra time it takes?    Either they will go elsewhere, or you'll be compensated for the extra trouble and time ;-)

Depends why I hated grooming them.  If dog nasty, then tell owners I value my fingers and if i'm bitten I'm out of work, if they ask me to use muzzle I say this stresses the dog!  I won't do dogs that bite, full stop no negoiation!

I worked alone, if a dog was causing me a lot of stress but didn't bite and I didn't want to do it again I told the owner that the dog needed to be managed by two people and as I was on my own it wasn't possible, I would have done one more groom while they found a new groomer but after that they were on their own. If necessary just tell them it puts strain on your wrists, fingers etc. 

If you don't work alone suggest the dog would be better suited to one to one grooming somewhere, just suggest the opposite to your set up.  I would always apologise to the owner in this instance and say my grooming set up is not compatable with their dogs needs. 

I always found the nicest dogs had horrible owners and horrible dogs had nice owners and that made it hard to get rid of either diplomtically!

Still no callback - it's looking hopeful! Of course she may have taken him elsewhere, but if she doesn't make an appointment with me in 2 months even so, I will consider that her last chance, and explain that the dog is too hard to do so infrequently, and tell her to stick with wherever she has hopefully taken him!