Clear communication can make or break the relationship between groomers and customers. As a professional groomer, it pays to learn to read between the lines and ask questions to clarify the pet owners' desires. Developing this ability can be achieved through active listening.
Active listening is a communication skill that, when used, can help you better understand the person you are talking with. To listen actively, you must pay full attention to what the other person is saying. Listen without thinking about what you want to add to the conversation. Watch for and pay attention to nonverbal cues. Ask open-ended questions to clarify what you think you heard. Repeat back to the person what you understood them to be saying. Withhold judgment and consider carefully what they are telling you before offering advice.
Here are two examples:
- Mr. and Mrs. M. came in with a young adult West Highland White Terrier they had recently adopted through a rescue organization. The dog had been clipped very short when they received him and now had about 2 inches of coat. Mr. M. said they wanted a traditional Westie trim. Mrs. M. said she wanted a short, easy-to-maintain clip. I asked which of them would be brushing and combing the coat. She said that would be her. I wondered how often she planned to brush and comb at home and how often they planned to come in for regular appointments. She brushes once a week, and they have the dog groomed by me every six weeks. I asked about the dog's activity level, and Mr. M said they like hiking in the woods and at the beach often. I told them that I understood they wanted a clip that would make the dog easily recognizable as the breed he was but not difficult to maintain. They agreed. I trimmed the head and tail to breed standard, clipped the jacket with a # 1 guide comb and the furnishings with a C comb. Both husband and wife were delighted, and I still groom the dog just this way many years later. If I had just listened to one spouse or the other, there would have been dissatisfaction. By listening to what theyboth wanted and asking questions, I was able to develop a look that made both partners happy.
- Mrs. B has a tiny Maltese that she keeps in full coat. She brushes and combs well at home and has the dog professionally bathed and trimmed every three weeks. Recently, she has considered having the dog's coat cut dramatically shorter. I asked some questions. Was she tired of home upkeep? She was not. She enjoys it. Did she desire a change in the dog's appearance? Absolutely not; she loved the way the dog looked. I finally discovered that the problem was that when the dog urinated, she dribbled on the coat inside her rear legs. I was able to trim the hair on the inner thighs dramatically shorter and leave a small wick of hair on her vulva to direct urine away from her legs. Mrs. B is pleased, and her little dog got to keep her signature look.
Taking time to actively listen to your customer's desires can result in more satisfactory relationships and increase the level of satisfaction that people will report when they tell others about their experiences with your business.
