TGM October 2019

www.totalgroomingmagazine.co.uk OCTOBER 2019

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Contents

I

t’s all feeling very autumnal at the moment with the weather deteriorating and the nights drawing in. With fireworks season approaching, we’ve got lots of great advice to keep pets safe and to minimise stress from bonfire night using natural remedies.

We also look at the importance of good customer service and how you can engage better with your clients.

We’ve also got a focus on dryers, news on the latest products to come to market and some great advice from some of the industry’s top groomers.

Keep your ideas coming. Contact: editor@totalgroomingmagazine. co.uk

Editor www.totalgroomingmagazine.co.uk

26

Dryer maintenance tips

Contents 04 News 22 Heidi Anderton offers her top tips on introducing dogs to dryers and blasters 26 Dryer maintenance tips On the cover: Purple Paw 07767 292 199 purplepawsupplies. co.uk

www.totalgroomingmagazine.co.uk OCTOBER 2019

EXCLUSIVE TO PURPLE PAW TEL: 07767 292199

34 Jitka Krizova shares lessons she has learned from dog grooming 38 Groomfest review

Editor

Design and Production

Sue Corfield – editor@totalgroomingmagazine.co.uk

Grant Waters – grant@cimltd.co.uk James Taylor – james@cimltd.co.uk Lisa Humphrey - lisa@cimltd.co.uk T: 01795 509108

Commercial Director Mike Smith – mike@tgmpublishing.co.uk T: 01795 509110

Account Manager Becky Smith – becky@tgmpublishing.co.uk

Credit Facilities Manager Natalie Murray – creditcontrol@cimltd.co.uk T: 01795 509103

34

Jitka Krizova shares lessons she has learned from dog grooming

42 Behaviourist Angela Pinder explains the psychology behind noise phobia 54 How to engage with clients 56 Good customer service by Debby Knight © 2018 TGM Publishing Limited, The Goods Shed, Jubilee Way, Whitstable Road, Faversham, Kent ME13 8GD. No part of this magazine may be reproduced or stored in a retrieval system or transmitted in any form – electronic, mechanical or physical – without express prior permission and written consent of the publisher. Contributions are invited and when not accepted will be returned only if accompanied by a fully stamped and addressed envelope. Manuscripts should be type written. No responsibility can be taken for drawings, photographs or literary contributions during transmission or in the editor’s hands. In the absence of an agreement the copyright of all contributions, literary, photographic or artistic, belongs to TGM Publishing Limited. The publisher accepts no responsibility in respect of advertisements appearing in the magazine and the opinions expressed do not necessarily represent the views of the Publisher. The Publisher cannot accept liability for any loss arising from the late appearance or non publication of any advertisement.

Total Grooming Magazine | 3

SPONSORED BY

News and Product Round-up Bestpet App Success Downloads of Bestpets app increase 140% in first three months post launch Downloads of the new Bestpets app have increase 140% since June, as more and more pet businesses benefit from the quick and easy ordering provided

by Bestway Wholesale’s specialist pet division’s new ordering platform.

The e-commerce app launched earlier this summer and has contributed to the 41% increase in sales performance for Bestpets versus the same period last year.

The app makes ordering easier for pet customers including pet shops, grooming parlours and online retailers and allows them to: • Browse and order the full Bestpets range of over 10,000 pet products, on a mobile phone • Use the barcode scanner on the app to scan products and make ordering quicker • Make lists of their favourite products and store the lists for easy re-ordering each time.

The app has also been optimised with a third-party search company to improve search functionality, making it easier for customers to find products.

Mike Bailey, Head of Bestpets said: “We’re really pleased with the performance of the Bestpets app, which launched after a culmination of 18 months of research and development.

We know that pet businesses want to spend less time ordering and more time focused on selling products and spending time with their customers rather than placing orders.

That’s why this new app has been designed to enable pet businesses to place their order at the touch of a button on their mobile phones, to save lists based on favourite products for easy re-ordering and to browse our full 4 | www.christiesdirect.com

product range of over 10,000 lines.

“We worked with customers to understand what they do (and don’t) want when it comes to ordering on an app and we wanted to provide a solution which works fast and makes ordering quick and easy.

“All a customer has to do now is download the app and sign in with their existing customer number and they will be ready to order – hundreds of customers are already enjoying the benefits. It’s just what the industry ordered!”

Noel Robinson, who was recently appointed to the role of Director of Bestpets in addition to his role as Director of Bestway Vans Direct, added: “Pet is an area of our business which continues to grow year on year and launching the first app within the Pet Wholesale industry is just one of the ways we are making life easier for our customers.”

As well as easy access to newly launched products and seasonal offers, additional features include the latest barcode scanning technology for ease of search and the ability for customers to manage payments and calculate margins, all in one place.

The app officially launched in June and since then the number of orders

placed on the app has steadily increased by 17% month on month. Users have expressed their delight with the speed of the app, the functionality of the barcode scanner and the ability to calculate gross profit on the app itself and this has resulted in a 5% increase on average order value verses customers using the website.

The app can be downloaded on Apple devices at: https://itunes.apple.com/ gb/app/bestpets/id1449149239?mt=8 And Android devices at: https://play.google.com/store/apps/ details?id=com.rnfdigital.bestpets New customers should call the Bestway Wholesale contact centre on 01738 646666 to find out more about Bestpets and the new ordering app.

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Dogs Ralph and Bailey ‘leading’ in student support at Hartpury

T

wo popular members of staff at Hartpury are making a ‘pawsative’ difference to the wellbeing and mental health of students.

Dogs Ralph and Bailey – a Labrador and Cocker Spaniel respectively – are performing such important roles on campus that they even have their own staff cards.

As part of Hartpury’s commitment to student welfare, the caring canines have been registered with the charity ‘Pets As Therapy’, following a temperament assessment, to provide companionship and emotional support.

Jake Marks, Student Experience Manager and Head Warden at Hartpury, said: “Ralph and Bailey have quickly become very valuable members of the Hartpury community. Everyone benefits from spending time with them, along with gaining from the other support services we provide.

“It doesn’t take long to see the positive effects that Ralph and Bailey have on students who are perhaps homesick, missing their own pets, or feeling anxious ahead of their upcoming exams. Our students say they really enjoy having them around, which is great.”

Jake, who owns Ralph, added: “As part of our commitment to providing the highest level of animal welfare, it is important that Ralph and Bailey benefit from the interaction too, of course, and

6 | www.christiesdirect.com

Hartpury students with dogs Bailey (left) and Ralph

we manage their diaries very carefully.”

Bailey is owned by Jess Byrom, a Mental Health Adviser and Learning Support Adviser at Hartpury. Both dogs are residential and live with their owners on campus.

As well as access to the two dogs, Hartpury provides students with a wide range of specialist support services on campus.

The Student Zone provides access to advice about wellbeing, finance and accommodation, while the Achievement and Success Centre offers guidance on a whole range of subjects, from academic writing and referencing to revision and overcoming examination nerves.

About Hartpury: Hartpury is a specialist educational provider located in Gloucestershire with more than 3,600 college and university level students studying PhDs, postgraduate and undergraduate degrees, diplomas in the areas of sport, equine, animal, agriculture and veterinary nursing, and A-levels.

Located close to Gloucester and Cheltenham, Hartpury University and Hartpury College sit alongside one another on the same 360-hectare campus that has benefited from more than £50 million of investment over the past 20 years.

Students at Hartpury have access to the largest equine educational establishment in the world, cuttingedge sports facilities, an extensive animal collection, an animal therapy centre, science laboratories with industry standard equipment and a fully working farm.

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Alley Cat Learns to Walk after being Abandoned

A

n eleven-month-old cat at Battersea Dogs & Cats Home has been learning to walk after being found in an alleyway in Lambeth, unable to use her back legs.

Fortunately for the young cat, a passing couple noticed a pushchair had appeared in an alleyway by their home and when they went to investigate a few hours later, they spotted a small black and white cat trying to crawl away.

After taking her home and feeding her, the good Samaritans brought her to Battersea’s London centre where staff named her Moomin before taking her straight to the onsite clinic for emergency x-rays and pain medication.

Following tests and X-rays, Battersea’s clinical team discovered Moomin was suffering from Metaphyseal Osteopathy, a disease that

8 | www.christiesdirect.com

can severely affect an animal’s mobility and bones. In this case, the disease had led to a fracture in Moomin’s right back leg and a reduced bone density in her rear left leg, issues which required a complex surgery to rectify.

The disease is fortunately rare in cats, however treatment is essential to guarantee a good quality of life, and animals with this condition may face medical issues again further down the line. Staff at Battersea suspect that Moomin’s original owners may have learned of her condition and the associated potential veterinary costs, before deciding to abandon her.

Once Moomin had recovered from surgery, she began an intensive course of physiotherapy and exercises to get her moving around. To help her recuperate, she went to stay with a

foster carer who helped her learn to use her legs in a home environment until she was ready to return to Battersea and begin her search for a new home.

Rachel Saunders, Battersea’s Cattery Manager said: “Moomin has really come a long way since she first arrived at Battersea. It was heartbreaking to see such a young cat struggling to walk and clearly in pain. We’re incredibly grateful to the members of the public who did the right thing by rescuing her from an uncertain fate and bringing her to us.

“Moomin has been a sweet natured cat throughout her ten week stay and has won staff and volunteers over with her purring and inquisitive ways.

“After a wobbly start to life, lucky Moomin has now found her feet and we hope it won’t be long until she also finds a new home.”

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Rosewood Pet Products has announced a new line-up to its portfolio of pet toys, treats and accessories, including a number of exclusive new brands.

For dogs, Rosewood has introduced the following:

LITTLE NIPPERS A new range of toys which caters for very young or small dogs who need special care and attention. Designed to provide hours of fun, develop their play skills and keeping their little mouths busy and minds satisfied.

PLANET DOG Made in the USA, Planet Dog has created, innovated and developed premium, eco-friendly products. A Rosewood exclusive, Planet Dog products are manufactured without the use of any chemicals, softeners or toxins.

OUTWARD HOUND Rosewood holds the exclusive license for Outward Hound, which features a number of sub-brands, including Bionic and Nina Ottoson toys, and the best selling Hide-A-Squirrel dog toy.

The new lines also cater for cats who want to explore their natural instincts:

PETSTAGES CAT Another new exclusive, Petstages Cat toys are designed to satisfy cats’ hunting instincts. Drive even the fussiest felines wild and provide hours of entertainment, with the Cheese Chase 3-in-1 toy, or the catnip infused Toss n’ Flip Chips.

For smaller animals, such as rabbits, guinea pigs and rodents, Rosewood has introduced a number of new products:

NATURALS TREATS Rosewood has added seven new products to it’s best selling Naturals range; small furries can join in the party with the “star” of the new introductions a guilt-free Celebration Cake which doesn’t contain any dairy or added sugar, and is made from 100% natural 10 | www.christiesdirect.com

ingredients.

The seasonal Autumn Harvest is packed full of delicious ingredients from the field and hedgerow, and is suitable for all small animals.

BOREDOM BREAKER The new Boredom Breaker Snuffle Mat, with its super-soft felt stands, allows rabbits and rodents to forage for food and treats. Pet parents can play hide and seek with dried and fresh foods, and the mat can be used both inside and outside the home.

NATURAL EATS Rosewood have also introduced its first Ferret treat - the Natural Eats Chicken & Liver Ferret Bites are made with 69% chicken meat, fat, liver and egg.

Products are available from various retailers and online retailers.To view the full new product range visit https:// www.rosewoodpet.com/new-products For more information, please visit rosewoodpet.com contact Rosewood on 01952 883408 / enquiries@rosewoodpet. com or follow @rosewoodpet for the latest news and updates.

Going Mobile…

Winner

Grooming Van of the Year

The Portable Palace Created from our Revolutionary insulated panel, the Palace provides groomers with unrivalled benefits never seen before in the industry! This amazing new concept was born due to our lining's incredible lifespan - they often out live the vans they were placed in - so we created a demountable pod where your business can be moved on to the next chassis easily when needed - or if you no longer wish to be mobile, you can demount the pod and work from your garden!

• • • • • • • •

As the chassis ages, the Palace can be removed and placed onto a brand new chassis - resulting in a much cheaper cost than having to buy a whole new van and conversion with next to no downtime If the chassis is involved in an accident or breaks down you can simply remove the body, place it on the ground and work from your driveway whilst you wait for it to be repaired.

The lining will not out live the vehicle like so often seen with used van conversions. You then have to sell the van & conversion and then buy a new van and conversion and wait whilst it is converted. Whereas with the Palace, you can keep the pod forever and change the chassis as you need to.

Once you choose to retire from mobile grooming you can remove the Palace, sell the chassis and work from the Palace in your garden instead of having to buy a parlour or convert a room in your house.

When you choose to move home, you can take the pod with you and this portability combined with the size means they will not normally require planning permission in your garden.

You never need to buy a Brand new chassis that can depreciate - simply buy used a chassis and then swap them out as they get too old.

Smaller than its LWB Van equivalent but provides a more workable space inside that is highly customisable as there are no van strutts or vehicle constraints Can be driven on a normal car driving license Say goodbye to having to buy a whole new van and conversion every few years - simply move your Palace from one chassis to another with zero down time and when the time comes and you no longer want to be mobile, simply

Wet Pet Conversions

01258 837779 www.wetpetsconversions.co.uk

Going Mobile…

Winner

Grooming Van of the Year

Discover your dream work place today

G;Rooms

Our fantastic portable grooming Pods allow you to groom from the comfort of your own garden in a fully waterproof, insulated & professional environment. They are completely self contained - for electric you simply plug the cable provided into your house, for water in you simply attach your garden hose and this is piped straight to your Hydrobath. Waste water is held inside the bath and piped out to a location of your choice. The Pods do not normally ever require planning permission and they can be delivered to even the hardest to reach locations. And if you move house? our Pods move with you! Each pod is fully portable and can be moved an unlimited amount of times. Choose from an unlimited amount of interior & exterior options with fully customisable packages to perfectly suit your budget and design with ever Pod and conversion available on finance from as little as £20+vat per wk!

Trailers

Made from our Revolutionary insulated panel, our VCA Approved Grooming trailers provide the perfect solution if you would like to work from home and be mobile without the running costs associated with a van - with no tax or MOT required with trailers! You can leave the trailer on your drive way or hitch up with your vehicle when ever you need to. And when you have finished being mobile you can permanently demount the trailer from the axels and use it as a Garden Pod!

Vans

Our industry leading dog grooming vans provide unrivalled levels of luxury combined with practicality. Choose from new or used vans or supply your own, we work with you to create the perfect package for your business. Complete with a 10 year lining warranty our conversions outlive and out perform all in their class with a build quality that is second to none. Unlimited optional extras and packages are available including sign writing and free delivery back to you.

New vans Available fully converted from just £68+vat per wk!

Portable Palace

Your parlour for life. Our new revolutionary demountable Palace offers benefits never seen before in the industry. Once your chassis reaches the end of its life or is involved in an accident, you simply demount your Palace and work from home or swap it onto a new chassis. If you no longer want to be mobile you can demount the pod and use it as a parlour in your Garden. The palace’s can be driven on a standard UK driving License and are often smaller than their van based equivalent whilst giving you more usable space. Available in a wide range of sizes with unlimited conversion configurations. Available on finance

Wet Pet Conversions

01258 837779 www.wetpetsconversions.co.uk

Underinsurance – What you need to know

P

roperty owners are often only aware that they have a problem with underinsurance when they need to make a claim, by which time it is too late.

Reinstatement provides for replacement of the original specification irrespective of whether the item is being replaced with an inferior product or rebuilt differently. Therefore it is imperative that sums insured represent the full replacement value.

Sums insured are often indexlinked to keep pace with inflation but sometimes this is not always sufficient, the onus is always on the policyholder

to ensure their sums insured are adequate.

Cliverton has put together some handy hints to help you to avoid underinsurance:• Make sure you provide an accurate replacement or rebuild value when you first obtain insurance. Don’t guess, do your research – you may be surprised at the outcome!

• If you don’t know the rebuild value of the property try the following:• If you only recently bought the property look at the surveyors report – this will usually advise you of the rebuild value for insurance purposes;

Contact Cliverton on 01328 857921 for advice or assistance.

• Ask a local builder if he can give you an estimation of the value; • Carry out annual reviews to make sure that your sums insured are keeping pace with increased replacement and rebuild costs.

• If you buy second hand items, remember that your insurance will pay the cost of replacing the item as new so make sure you insure for the value of new replacements.

Introducing Wahl UK Limited Pro Dog Ambassador Team

A

n exciting and inspiring lineup of professional dog groomers have joined the Wahl (UK) Limited family.

A specialist in professional animal grooming tools, Wahl has expanded its team to meet the growing demand for grooming education. Committed to supporting animal stylists in a variety of areas, the Wahl ambassadors will provide animal grooming education resources nationwide.

This esteemed group of animal stylists has their clippers and trimmers on the pulse of the professional grooming industry. They will be an

important part of delivering Wahl’s mission to educate and inspire animal stylists across the UK. The team’s main responsibilities will include representation at events and seminars, as well as producing inspiring and helpful tips as part of Wahl’s new education offering.

(Wahl Pro Dog Ambassador’s Kelly Davies, Mathew Spry and Georgia Ashton Fuller) With over 30 years of combined professional dog grooming experience, this highly skilled team includes a member of Guild of Master Groomers, Denise Westbrook; founder of Welsh

For more information on Wahl products visit www.wahl.co.uk

14 | Total Grooming Magazine

Groomers Group, Georgia Ashton Fuller; PIF director and international award-winning groomer, Mathew Spry; Director of PIF, Kelly Davis and international judge and speaker Colin Taylor.

Join Us!

Have you got the skills to teach?

GROOM SCHOOL

Get Qualified!

Level 3 OCN Fast track For more information contact info@fourpawsgroomschool.co.uk Cheshire: 01606 333765 Kent: 01233 713844

To join our network of training providers email us on: info@ipetnetwork.co.uk or call 01606 333765 www.ipetnetwork.co.uk

Part of

Part of

www.fourpawsgroomschool.co.uk International Pet Education and Training

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International Pet Education and Training

23/04/2019 20:40

Total Grooming Magazine | 15

VISIT OUR WEBSITE FOR OUR L ATES T DE ALS

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All prices include VAT, terms and conditions apply. Prices correct at time of printing and subject to change.

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T

Purple Paw Professional Grooming Pod

he Purple Paw Professional Grooming Pods are an affordable, innovative, self-contained grooming salon – designed to be easily located anywhere. It had long been our vision to provide a professional grooming salon that could be delivered ready to go, no fuss with the clients needs and requirements met. Without expensive building costs whether delivered as a unit or built up on site, the Purple Paw Grooming Pod is an ideal home salon ready to go and fully functional.

Developed by Groomers for Groomers After careful thought and planning alongside our manufacturing partners…the Purple Paw Professional Grooming Pod was born. Developed by a long standing industry groomer who understands a Groomers’ true needs, every fine detail was thought about to ensure a comfortable working space was created.

Furnished Specifically For Grooming First and foremost it had to be functional. Easy wipe down floor and walls are included, making cleaning easy and hygienic. Discreet panel heating that doesn’t take up space nor allowing pet hair to become trapped.

Perfect lighting was essential. Panel ceiling lights that illuminate the entire space so as not to cast shadows are a feature we feel is a must. Condensation issues are always an issue in a busy salon, which is why there’s an exractor fan and stable door. The stable door will allow air flow in warmer months whilst retaining security of the clients dogs.

t: 07767292199 | e: purple.paw@aol.co.uk | w: www.purplepawsupplies.co.uk

The Affordable, Ready-Made Grooming Salon

Customisable & Easily Located Available in any exterior colour/finish; the pods can be fitted with various glazing options and sizes designed to your requirements. Delivered as a fully assembled unit or, if required built onsite by our dedicated installation team. A deluxe option is also available, which gives you the functional space, but with the added benefit of coming fully equipped, with our state of the art Hydro + hydrobath, twice nominated for product of the year. In addition there’s an electric grooming table, blaster, finishing dryer and a grooming stool. We can also install air conditioning to help with those hot days, crating system, electric roller shutter and storage units as optional extras, the skies the limit, and then it just leaves you to add the personal finishing touches.

Zero Maintenance With a 10 year warranty as standard and a 35 year life expectancy. The Purple Paw Professional Grooming Pod are made to last, timber free and will not require any special treatments or maintenance.

Affordable Flexible Finance Options Available The Pods retail from as little as £9,995 + VAT or by affordable finance options. We also offer many lease packages from as little as £8 per day making it a viable business option with the added bonus of working from home.

We will be at many events thoughout the year or if you simply want to view a Pod and take a look around just let us know and arrangements will be made.

Like our Facebook page: @purplepawproducts for the latest news/updates or contact us (details below)

t: 07767292199 | e: purple.paw@aol.co.uk | w: www.purplepawsupplies.co.uk

Introducing Dogs to Washing & Drying Heidi Anderton, principal of Absolutely Animals in London and London School of Pet Grooming, is an experienced industry expert as well as a previous Team member of Groom Team England and is a founder member of the British Isles Grooming Association (BIGA).

“T

here is Only One Experience that stands out above all others, a pleasant one and in good time, this only happens when the dog enjoys the groom and stands still” – Heidi Anderton It is a groomers duty to make the grooming experience as pleasant as possible for the dogs, this starts from the initial meeting and carries on throughout the whole process.

How you interact and handle the dog will determine the kind of groom it receives.

We bath every dog first at our salon and find this is not only a much quicker route but one that also is more agreeable with the dogs than clipping a dirty, greasy coat. Clipping a dirty coat can be uncomfortable for a lot of dogs, not to mention the damage that it inflicts on blades and scissors.

Bathing first also calms the dog down and relaxes them, so makes for a much easier groom.

Make sure you connect with your dog before the bath – Talk to the dog and connect with them. I always like to assume a guiding and supportive role to the dog which always makes it easier for me to put supportive techniques/ equipment in place when the dogs are having an issue with something.

Never start any process before you have connected with the dog. It is most important that the dog is not frightened on introduction and throughout the 22 | Total Grooming Magazine

grooming process. You want them to feel confident.

In the bath: How can we make this pleasant for the dog?

Several factors come into play: the height of the dog in the bath, small dogs are usually more confident at a higher level, so they are not being leant over, also, it is also better for your back!

Other equipment and methods used will ensure a productive bath, such as a non-slip bottom in the bath and a secure tie, so the dog has limitations. Always keep the dog’s feet on the bottom of the bath and of course reassure and praise them.

“The most helpful tip I have for the bath is to hold a cloth over the end of

the shower, especially whilst washing the dog’s head and when showering small or frightened dogs, this reduces the velocity and noise of the water and really makes for a nice experience for the dog and groomer”

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Use a scrunchie to apply diluted shampoo and you will find that it will go 3x further. Do not worry about washing hair that you will cut off, it is not important in the bath as once the hair is wet it is dramatically reduced.

We always use an absorbent cloth in the bath to remove most of the water and then take the dog to the table for blasting or drying.

Cutting the hair clean will prolong the life of your equipment. You can cut off excess hair after blasting and before drying.

Introduction to Blasting & Drying Always reward good behaviour and watch the dog’s facial expressions and body language. If the dog shows it is scared or uncomfortable, then you must reassure them and stop what you are doing. Change the process that you are using altogether. Stop an unproductive process before the dog is showing signs of stress which then move on to vocalisation, urinating and the like.

Using the blaster – Often, even on the lowest settings, blasters can be too high in velocity and noisy for some dogs. Use happy hoodie’s and cotton balls in the ears to muffle the noise of the blasters.

This works with a lot of dogs, but not all.

Maybe swap the scary blaster for a lovely towel dry after removing most of the water with an absorbent cloth. It really doesn’t take any longer and your dog will be much happier and more confident for other procedures.

If your dog is ok with the blaster, start blasting closest to the skin and move further away as the hair dries.

Once blasted, this is when we remove the excess hair and any knots or matts.

If you do this now, at this stage, it is easy to remove any smaller knots when using the finishing dryer.

The best blasters to use.

Any equipment you use must be fit for purpose for the end user. For me the best blaster is one with variable velocity and heat, so the blaster produces enough heat to dry as well as removing 24 | Total Grooming Magazine

Heidi Anderton

water from the coat. But also, I look for a blaster that makes as little noise as possible, so it scares the dogs less and doesn’t annoy my neighbours.

Being in London, we generally groom smaller dogs, but if you are in the country and are grooming larger and heavier coated breeds, you may want to look at a dual motor blaster which will be more powerful to get through those thick coats.

We never blast the head – This will frighten most dogs, whereas good oldfashioned towel drying is sure to be an enjoyable experience for the dog and works just as well.

Using the dryer – Most dogs are happy with a finishing dryer. If they aren’t, use cotton balls in the ears to muffle the noise of the dryer. Use the dryer further away and get more coverage for a quicker dry.

If the dog is not happy with the dryer then use it from far away, this will still dry the dog sufficiently. On the rare occasion that a dog will still not like the noise or velocity of a dryer from afar,

avoid using altogether and towel dry, till dry.

The best finishing dryers to use.

We have wall dryers which I love as there is more floor space and no hair to pull out of wheels.

I like dryers with a good variable velocity and heat as often I don’t have them too near the dog. It is always important never to have the heat too high near the dog which may cause burns.

If your dog is avoiding the dryer, check to see why! Too much velocity and heat can be uncomfortable for the dog.

On a final word, it is important you are open to new methods and equipment which can make the process more enjoyable for you and the dog.

Look after yourselves and the pets you serve to make for a happy and long career in grooming.

Heidi Anderton LCGI ICMG www.absolutelyanimals.biz

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Tips for Dryer Maintenance for Groomers

Y

our grooming equipment is your livelihood, and taking care of it well means that it will last longer and will cost you less money on repairs and replacements.

Dryers and blasters are one of your most robust pieces of salon equipment, but they are still susceptible to damage.

The smallest crack can cause big problems if it isn’t repaired quickly.

1. Check the plug, cable and switches for damage regularly to help prevent electrical problems.

2. Confirm the casing is undamaged before daily use. Any crack to the case can let hair and dirt in, and this can start to clog the motor.

The motor then has to work harder, which can cause damage and reduce the motor life.

3. Clean your filters daily. Build up on the filters can also make your motor work harder than it has to! First vacuum or blow out hair or dust from the filter, then clean them with warm 26 | Total Grooming Magazine

soapy water and allow to dry.

4. Make sure your hose is undamaged and the hose clip is not broken or misshapen. If you don’t use a manufacturer-approved part, the hose can easily come loose and fly off, becoming a health hazard. If your dryer has a heat function, don’t wrap anything around the nozzle. Dryers with heat usually have their heating element within the nozzle, much like a hairdryer, so wrapping it with tape or a sticky bandage can make it even hotter,leading to a melted mess and a damaged heating element.

5. Ensure there is no hair clogging the output nozzle. You will need to remove the hose for this and then take out any protruding or stuck hair.

Hair this close to a heating element can begin to burn.

6. If you are confident, remove the rear cover of the dryer once a month.

Clean out any excess dust from behind the filters and remove any

hair that may be caught in the back of the motor. This helps the motor to move freely, preventing wear and other issues.

7. Make sure your dryer stand is safe and secure, that the wheels aren’t clogged with hair and that your dryer is properly attached. If a dryer falls over, this can cause the nozzle to cave in or the casing to crack.

8. Get your dryer serviced once a year.

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Government Announces Review into Controversial Loan Charge

H

M Treasury has just announced that it is launching an independent review into the controversial Loan Charge which was intended to tackle a particular form of tax avoidance.

Impacting upon self-employed contractors across a range of industry sectors, the Loan Charge has seen affected taxpayers face tax bills of hundreds of thousands of pounds in some cases. David Redfern, tax preparation specialist and Managing Director of DSR Tax Claims Ltd welcomed the review into the Loan Charge, which has been blamed for the suicide of a number of taxpayers, highlighting that HMRC intended its initial approach to be sympathetic to the affected taxpayers.

Introduced in April 2019, the Loan Charge was intended to crack down on tax avoidance through the use of Disguised Remuneration schemes.

These schemes had been in operation since the 1990s and were intended to allow taxpayers, such as contractors who used limited company set-ups, to take their income as a loan which would be subject to a lower rate of tax. Additionally, the loans were not intended to be paid back but rolled-over into further loans. When introducing the Loan Charge, those who had used the scheme were encouraged to contact HMRC prior to its roll-out in order to receive more favourable repayment terms. However, the Loan Charge has proved controversial, with the average tax demand being in excess of £100k.

Redfern stated “One can only imagine the shock of receiving a tax bill for such a huge sum and the resulting reports of stress, anxiety and even suicide in some cases is both concerning and yet not surprising. At the time of its introduction HMRC stated its intention to treat those sympathetically,

28 | Total Grooming Magazine

correctly realising what a strain on mental health and family life such a financial demand was going to make - however, continuing controversy makes the scheme seem untenable in its current form”.

In announcing the review on 11th September 2019, the Chancellor Sajid Javid appointed Sir Amyas Morse, formerly of the National Audit Office (NAO) to oversee the independent review. It has been asked to consider whether the Loan Charge is the most appropriate way of dealing with Disguised Remuneration schemes.

Redfern added “That the review is to report back to government by midNovember in order to give clarity prior to the January Self Assessment deadline is to be welcomed due to the strain caused by this Loan Charge.

HMRC is, of course, wholly within its remit to tackle tax avoidance

and is right in its assertion that tax avoidance schemes are unfair to those taxpayers who fulfil their full tax liabilities without attempting to avoid their obligations but there should be a common-sense and sensitive approach to the nearly 50,000 taxpayers affected by the Loan Charge. The accompanying stress and anxiety affects not only the taxpayer but also spreads outwards to affect their family and wider community as well as the contractor sector as a whole”.

While the review is underway, the Loan Charge remains in force although there are suggestions that it will be scrapped as a result of the findings of the review.

Sir Amyas Morse’s independent review of the Disguised Remuneration Loan Charge is due to report back to HM Treasury by the middle of November 2019.

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Total Grooming Magazine | 29

Paws for thought...

In this month’s Paws for Thought Debby Knight LCGI of The Bristles Dog Grooming and Training Centre - an Assessment Centre for Summit Training Group - visits Rebecca Bott’s salon, Happy Hounds in Tamworth, West Midlands

R

ebecca is 33 years old and lives with her fiancée, Iain, in a lovely canal side cottage with their three dogs, cat, three parrots, fish and a flock of chickens.

Rebecca has been grooming for 12 years and grooms all breeds of dog and a few cats. She explains: “I offer full grooms with additional spa packages, facials, pawdicures, nail filing, Emmi Pet teeth cleaning, with a small retail section, there are three of us currently working full time and I am looking for a fourth groomer to join our team in the future.”

Rebecca had always wanted to work with animals: “I wanted to be a vet when I was younger, but due to moving away from home at a young age I was unable to go to college and do the course as I had bills to pay, I bounced from job to job, never staying in one job for much longer than a year, mainly because I got bored.

“I did hair dressing, tried nursing, customer service roles, I then got into admin roles, working in Milton Keynes training others how to use a computer system for excel Argos, living in hotels and home at the weekends.

“Later on, I was made redundant, not knowing what to do next I signed on at the job centre and it was there I came across a job for an apprentice dog groomer which I went for and secured.

My previous jobs were quite well paid and even to this day I don’t think I earn quite as much as I did then, but it’s about job satisfaction and having a passion for your job.

“The apprentice role was £80 a week for 40 hours work but I was very

30 | Total Grooming Magazine

lucky at home as we were in a good financial situation and after discussions with my partner he said he was able to support us both if it was what I really wanted to do.”

During her apprenticeship, Rebecca learned how to bath, dry, correct fluff drying techniques, and basic hygiene, pads nails, ears.

Rebecca continued: “I worked with another bather and two stylists and we did around 12 dogs a day.

“I wanted to get more involved, however there was not the opportunity there, so I watched the cutters with a keen eye, learning all I could, and one of the ladies taught me how to do a full clip off, I spent hours watching you tube videos, looking at photos of breed standard grooms; learning as much as I could about every dog, and then took the very brave decision to open my own business.

“I had a small wash house in the back garden and so Happy Hounds was born.

I had basic equipment printed my own leaflets and went handing out leaflets at my local pub, my first paying customer was a Bichon and even to this day I still groom the lady’s Bichon (second one now). I researched so much to be able to groom that dog and luckily I had a natural flair for grooming and did a good job. I groomed family and friends’ dogs at a discounted price to get the practice, and thanks for word of mouthI got busier and busier.

“I then entered my first competition with a Fox Terrier and amazingly got a third place, it was there I learned about the world of seminars, so I went to as many seminars and workshops as possible with Colin Taylor, Pammie, Carol Parcheeni, Grooming festival two years running which was my favourite to name a few.”

As Rebecca’s business expanded, she to fitted out her shed, took on a Saturday girl, who quickly became full time, and then a second bather/trainee.

Quick to take on the latest trends: “Asian fusion was just becoming

popular and I found as I pretty much taught myself to groom, I had a flair for being creative, Asian fusion was a style I was already doing in my salon not knowing that was what it was called, not doing a proper grooming course I found breed standard much harder and I just groomed the dogs to how customers’ requirements.

“I entered the first ever Asian Fusion grooming competition class and was delighted to come third with a Standard Poodle. The following year I secured first place with a teddy bear trim and then first place in the advanced class at Groom Asia. Later that year I also took third place with my Poodle in the Poodle class.

“With business expanding, 18 months ago I moved into my new salon.

We groom on average 10- 12 dogs a day and growing every day, it’s stressful at times but I love my job and love my salon, I have the best customers and

dogs and am very proud of my team and my business.

“I have also held a few seminars on Asian style grooming following requests from other local groomers. I really enjoyed this. I try to help them as much as I can sharing my knowledge with them and now they’ve become some of my closest friends.

“I am only just gaining my City and Guilds level 3 qualification and have passed with distinction. I never thought my love of dogs would give me such a great career, so in the future I would like to teach others the city and guilds qualification and become an examiner, as although this wasn’t my path to begin with, I want to be able to pass my knowledge onto others for the good of the growing pet industry, and help regulate the industry and teach people the correct techniques and inspire their passion with a love for grooming.”

Want to feature in Total Grooming Magazine?

Send an email to: editor@totalgroomingmagazine.co.uk, or write to us at: Total Grooming Magazine, The Goods Shed, Jubilee Way, Faversham, Kent, ME13 8GD. 32 | Total Grooming Magazine

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What Dog Grooming Taught Me! Groomer, Jitka Krizova, shares some of the life lessons that she has learned during her grooming career:

I

had the great opportunity to judge at Great North Grooming Competition , Premiergroom and The Grooming Show Summer Spin Off his year, and I am very grateful for that.

Seeing all the lovely work in the competition ring reminded me of the times when I used to compete. My first competition was Pragobest, Prague in 2000. I took my mini Schnauzer, Indy, and to be honest I didn’t know much about preparation, timing, and many other things. At the time I had only once been at a grooming competition, and it was again Pragobest in 1998 –

34 | Total Grooming Magazine

this competition was a breaking point in my dog grooming career, and made me realise this is what I want to do and that there is more to dog grooming than just clip off, short trims with comments “it’s ok, he is not a show dog”. That morning just before we, my mum, my dog & I, left the room I felt sick, my hands were shaking, and I was so nervous (I wish I had my Calming Floral Spray that time). Or excited?

Who knows … have you ever realised that excitement and nervousness feel the same? Anyway, I finished Indy on time, and to my big surprise we got 3rd place! OMG! I was over the moon!!

I was so excited I didn’t even ask for feedback … silly me! That day I started dreaming about winning Best in show at a grooming contest. While I lived in Slovakia I competed a few more times at Pragobest without placing, and it was an amazing learning curve. I borrowed an English Setter with a curly coat for hand stripping, crying after her owner; a matted standard Schnauzer for hand stripping with dirty feet and legs because she was chasing a cat that morning … I can laugh at it now!

My first competition in the UK was the British Dog Grooming Championship in 2005 where

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Total Grooming Magazine | 35

I competed with a Clipped Fox Terrier Lady and won 2nd place. Happy days! But honestly, hand stripping was the technique I wanted to compete with.

So, in 2006 I entered a hand stripping class with Welsh Terrier, Bruce (halfbrother of my Rosie). John brought him to me from his mum a day before to prepare him. And I remember that day like it was yesterday. I put him on the table and trimmed a few patches to see how the coat would come out and what it would look like. And then I started to cry because it looked like his cheeks would go bald … and I rung John crying. He reassured me we would be fine … and we were. We not only won the hand stripping class but also Best in show. My first Best in show! The same year, my Kerry Blue Terrier Kimi, Bruce & I won British groomer of the year. And the rest is a history…

Here are few things I have learned during my dog grooming career: 1/ Dream big and take little steps towards your dream every day. Every day in the salon I was working on my technique, my speed, my neatness.

Analysing other peoples’ work. Taking photos, making notes, and using them.

2/ Do things that scare you – scissoring was scary for me for so many years. To improve my scissoring I got my Kerry Blue Kimi over 15 years ago.

Even though I got her to practice my scissoring, I was still trimming her with comb attachments … too scared to do a full scissor trim. Then when I did my C&G Level 3 practical exam, I asked my examiner Zoe Duffy, if I could compete with a Kerry Blue but with comb attachments … she said yes, but you would be marked down on the technique … but her face was saying “why would anyone do that?!”

(Or something like that, lol!) So one day I closed my eyes (not literally) and trimmed Kimi with scissors … the whole dog … a year later I won British Groomer of the Year with her. So be brave and persevere!

3/ Be selective about which people you listen to …. You will come across people who will tell you, you should 36 | Total Grooming Magazine

Ch Saredon Enigma, bred & presented by John Averis

do something else, you can’t do this or that, you are too old, you are too young … When I opened my first salon in Slovakia, so many times I cried in my empty salon, praying for clients … and slowly I built the business, the reputation, simply by following my passion, and not giving up. My parents used to tell me: “You can’t have a job looking after dogs” (at that time in Slovakia it was the reality, unless you were a vet) and I was happy to show them a few years later that I could.

4/ Don’t take criticism personally.

Take it as feedback, something you can learn from. It’s hard not to take it personally, because it makes our ego scream. But be honest with yourself, listen, be grateful and learn from it.

Jitka with her dogs

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‘Louisa Tandy gives her views on GroomFest 2019’

I

was so pleased to learn that after last year’s huge success GroomFest, run by Total Grooming magazine, was going to make a return appearance at The Kennel Club buildings at Stoneleigh in Coventry.

This is a fantastic free entry event that not only allows you access to the 70+ tradestands but to a whole list of grooming seminars and styling demonstrations around the halls.

Although the event is primarily aimed at the grooming industry it is open to anyone who may need to stock up.

The event is laid out in a professional exhibition style with booths housing

38 | Total Grooming Magazine

companies offering everything from a full range of grooming equipment and supplies to insurance, leads & collars, unusual dog related items, dog food and ornaments.

Most of the major grooming companies offered demonstions on their stands so this is an excellent opportunity to see various products and equipment such as scissor being used. I was invited to spend the day on the Simpsons Stage. I mainly covered scissoring techniques as well as styling a Bedlington and Scottish Terrier. Our audience was invited to try and win a free gifts during the demos. It also

came in handy that we were positioned next to the Prosecco Bar, this could account for quite a few of the discounts that the surrounding companies were giving out. It certainly made my day.

The seminar list was a busy one too.

Once again I was honoured to have been asked to give a seminar, so along with Julie Harris we were first up on the seminar programme giving a taster of our Head2Head debate covering some old favourite heated topics such Anal Glands and Dematting but also use of Bellystraps. We were followed by the ever popular Lakhi Thindal covering salon tips, Katie Rourke-

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Dowding talking business, Ryan and Sophie also covering Business ideas and Georgia Aston Fuller with her take on Asian Styling.

The venue is a popular one with grooming events and it is not hard to see why, the facilities are good and there is plenty of parking on site.

The numbers of both attendees and tradestand were considerable more than last year with all the booths being sold out. In fact several companies remarked that the the event equalled to one day at Crufts in terms of sales.

Huge congratulations to Mike Smith for the excellent organisation they whole event appeared to run smoothly and so many people remarked on the great atmosphere Clearly GroomFest has become the most popular shopping event in the grooming industry calendar and long may it reign.

40 | Total Grooming Magazine

“Absolutely love attending this event providing and selling our products/ services. Having so many traders under one roof seems to bring the industry together which is great to see!”

Alpha Blade Sharpening “The first Groomfest was excellent, but the event was even better this year!

Well organised and well attended. A great opportunity for you to see lots of products all under one roof. Looking forward to next year!”

Bentley’s dog food “Groomfest 2019 was amazing, from the beginning to the end we never stopped. Stoneleigh was buzzing with groomers, dog walkers, doggy people.

Everyone was in a great mood as the event was so well managed with wonderful seminars and shopping for everything you would need. Can’t wait for next year” The Pawfume Shop “From a suppliers perspective Groomfest is a very well organised and attended event that benefits from free admission for attendees. Groomfest is a key date for any groomers diary and one not to be missed. A truly amazing experience and we look forward to meeting everyone again in 2020.”

Professional Groomimg supplies “It was our first time at the GroomFest, and definitely not the last. I missed last year, and have been told the show was brilliant, well organised and very busy... and after this year experience I can’t agree more. Vita Canis stand was busy all day long, it was lovely to see our regular customers, hearing there stories and also meeting new ones, and introducing them our products. We had an amazing time and be definitely back next year. The date us already in my diary.”

Vita Canis

Total Grooming Magazine | 41

The Big Bang Theory Angela Pinder is a qualified dog groomer and a dog behaviour specialist. She graduated with a foundation degree in dog training and behaviour at Bishop Burton College in 2010. Angela looks at how noise triggers a dog’s anxiety during the firework period:

R

ecent years have seen a sharp rise in firework explosions, not only on the momentous day,but in the weeks leading up to Bonfire night and afterwards. This prolonged period of celebration can have a severe impact on some of the pets that you work with, even our own dogs.

Pets and other wildlife do not understand the concept of fires and fireworks, the loud, unnatural and unexpected noise is hard for them to understand and interpret.

This period can be very frightening, and can increase anxiety, changes in behaviour, eating habits, and reactivity to situations.

When we as humans are uncomfortable about something it can either be a rational fear or an irrational fear. Dogs express behaviour exactly in the same way. It’s well known that some pets really struggle to cope during this period, and dogs are more likely to be anxious, which can lead to increased anxiety and stress. Anxiety stems from thoughts about an event that has happened or is going to happen. This can include previously learned experiences.

When the body experiences stress it releases a hormone called cortisol, this is also known as the stress hormone. Prolonged periods of anxiety contribute to a prolonged period of cortisol in the blood stream.

Interestingly people who suffer from anxiety or depression will have cortisol in larger quantities over prolonged periods in their body, and this tends to be the same with some dogs. Cortisol works in conjunction with adrenaline,

42 | Total Grooming Magazine

Angela Pinder

adrenaline is another hormone that is released when the body goes past the point of being able to cope and fluctuates into survival mode.

This is when your brain sends a signal to your body to say that its feels your life is under threat/endangered.

This can be from something rational or irrational thinking, it’s how the body perceives a situation just the same way as dogs do. Adrenaline causes the body to react more quickly, it increases blood flow to circulate and get oxygen and fuel to the most important areas in the body such as the heart, brain and the lungs. Whilst the body is in this state, things like digestion, repair/renewal

and regeneration of vital cells in the body get placed on hold.

Signs of adrenaline rush in dogs include: • Rapid heart rate, • Sweating –(dogs can only sweat via the pads on their feet) • Heightened senses – being more hypervigilant, scanning for danger, pre-empting a situation.

• Rapid breathing, which goes hand in hand with a rapid heart rate • Increased strength for survival • Dilated pupils.

It takes time for adrenaline and cortisol levels to drop and exit the body.

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This takes place once a dog starts to calm down, by resting and relaxing.

Unfortunately for dogs we can’t explain to them the history of the 5th November and the prolonged period of stress and when it is going to stop. It must be even harder for pets as they are repeatedly exposed to the same stressful event, rather unexpectedly, which heightens their reactivity.

During the festivities even the most well behaved pooch can easily turn into a difficult groom, if they are stressed.

This period of stress for some dogs caused by fireworks can result in a difficult dog to groom. When dogs have already reached the threshold of what they can take emotionally, rational thinking is out of the way when the hormones are surgingaround the body.

This is why it’s dangerous to force a dog through a groom.

Dogs will always be talking to you via body language, when body language is ignored and the stress threshold is hit, a dog is basically forced into fight or flight. Most dog groomers work with a dog with a restraint on the table to keep the dog there. i.e. a loop or noose.

Because a dog can’t escape as such, it pretty much leaves one option - to fight.

If I have an anxious dog that needs grooming I tend to avoid booking them in during this period as it’s not fair for on either the dog or me. You might also want to ensure you finish grooming before it starts going dark.

Dogs see the world differently to us, they have an amazing sense of smell, and hearing. They can hear things that we as humans can’t. The hertz frequency range of hearing for dogs is perceived to be from 47 upto 60,000 hz.

Humans hear from 20 to 20,000 hz. So, you can imagine the impact the noise of fireworks has on them.

The best way to manage cortisol levels is rest! Removing stressors is vital. Endorphins help to reduce cortisol and adrenaline hormones. Endorphins can be created by exercise and things that make the dog happy. It’s the best mood elevator. The most kind thing to do during this time is let the dog rest and create a safe place indoors where they feel most comfortable, and avoid 44 | Total Grooming Magazine

booking them in the salon.

You might want to consider a treatment available by consultation with a veterinary surgeon who will assess each dog. These are some treatments available: Sileo, zylkene, Kalmaid, Adaptil diffusers, collars, sprays.

Please don’t leave it too late to obtain medication, research the suggestions in detail before committing your dog or suggesting options for your customers’ dogs.

It’s still frightening to hear that dogs are still being prescribed ACP (Acepromazine) for fireworks phobia.

This is a common drug in a veterinary practice that is used as a pre med before commencing the next steps of surgery.

It basically stops the dog from being able to move its body, the dog can still hear and still experience the mental anguish, but can’t move. It has been described as an equivalent to the date rape drug. The last 10 years has seen a

move away from this treatment to help dogs with fireworks as it doesn’t help as they can still hear and feel and be very very frightened and traumatised, it just means their body can’t function to save themselves.

You may have heard of sound CD’s with scary noise and fireworks on, you would play at a very low volume and slowly increase exposure as a way of getting a dog used to them. This is known as desensitisation and counter conditioning a training method used to work with dogs that show emotional issues.

As we rapidly approach this period, the chances of systematic desensitisation and counter conditioning as a method of training most likely is a bit last minute. This process can take as long as nine months to take effect so it is too late in the day to start now. January is the best time to start with this training.

What causes fear of storms, fireworks, and other noises?

Fireworks season can be a time of year dreaded by some pet owners because of the distress it causes to their pets. It is unknown why some pets become afraid of noises such as thunder and fireworks; it is a common problem in dogs, but less so in cats.

T

he fear can soon become a phobia, which is defined as a persistent, excessive, and irrational fear response.

Noise phobias can include fear of thunderstorms, fireworks, gunshots, and even the sound of birds.

A recent study has found that certain breeds of dogs have an above average risk of developing noise phobias.

These include some of the working and sporting breeds such as Collies, German Shepherds, Beagles, and Basset Hounds. This survey was quite small, however, and more research needs to be done in this area. The study also found that dogs who had separation anxiety were more likely to also have noise phobias.

A noise phobia may be traced to a particular bad experience of a noise, but often, no triggering event can be identified. In almost all instances, the fear of noises escalates, worsening with each exposure. Soon the pet may

become fearful of similar sounds or events associated with the noise. For example, a pet afraid of thunder may also become afraid of rain.

The owner’s attitude can influence the severity of the fear. For instance, if owners themselves are nervous during storms, noise phobias in their pets may occur more often or become more severe. Similarly, if the owner attempts to overly comfort the animal, the animal interprets it as confirming there really is something to be afraid of. The over petting or comforting is really positive reinforcement of an undesirable behavior.

• Urinating • Defecating • Chewing • Panting • Pacing • Trying to escape (digging, jumping through windows or going through walls, running away) • Drooling • Seeking the owner • Expressing anal glands • Not eating • Not listening to commands • Trembling or shaking • Dilated pupils • Vocalizing (barking or meowing)

What are the signs of noise phobia?

Consult with a veterinarian experienced in animal behaviour problems, and/or an animal behaviourist if your pet is showing signs of noise phobia. They can help develop a treatment plan

Different animals may display different signs of noise phobias which include: • Hiding (most common sign in cats) 46 | Total Grooming Magazine

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for your pet.

How is noise phobia treated?

There is no guarantee that a noise phobia can be totally resolved, but in many instances the fear can be managed effectively. The effectiveness of treatment depends on a number of factors including the severity of the phobia; how long the pet has had it; whether it is ongoing, seasonal, or unpredictable; and the amount of time the owner is willing to commit to the behaviour modification techniques.

The first thing to remember is that you should refrain from giving excessive attention or punishment for fearful behaviour. Constant petting or consoling may be interpreted by the pet as a reward for the fearful response.

In the event of overcomforting a dog during a fireworks, for example, it may signal to the pet that the storm really is something he should be afraid of. Similarly, the pet should not be punished for showing fear. This will only increase his anxiety level. Instead, project confidence, and give your dog attention/distraction in the form of playing, grooming, or other activities your pet enjoys.

Usually treatment includes three other facets: medications, changing the environment, and behavior modification.

Medications Medications may be given individually or in combination. In some instances, the medication may be administered during an entire fireworks season.

Others may be given when a noisy event ( fireworks display) is expected.

Alternative therapies Alternative therapies have also been used with some success. These include melatonin and flower essences such as Rescue Remedy. These two therapies take effect within an hour of administration, and should be given prior to the storm or other fearproducing event. Pheromones, such as dog appeasing pheromone (DAP), and cat facial pheromones found in Feliway® 48 | Total Grooming Magazine

products may help some pets.

Change environment: By changing the environment of the animal during the noise, the anxiety level can be reduced.

Changing the environment may reduce the volume level of the sound or help make the pet less aware of it.

Increase vigorous exercise: The pet should receive vigorous exercise daily and more so on a day when the fearproducing noise is likely to occur. The exercise will help to tire the animal, both mentally and physically, and may make him/her less responsive to the noise. In addition, exercise has the effect of increasing natural serotonin levels, which can act as a sedative.

Reduce or block the noise level: “White noise,” such as running a vacuum or washing machine may aid in blocking out some of the fearproducing noise. Playing a TV or radio can have a similar effect. Allowing the pet access to a room without outside walls or windows may decrease the noise level. Closing the windows and curtains can also help reduce the noise.

Some owners have placed foam earplugs or cotton balls in their pets’ ears.

Create a safe haven: Some pets feel more comfortable in a small space such as a crate or a small room like a bathroom (run the fan and leave the lights on). Some pets seek out the safety of the bathtub or shower during a storm. (Some have hypothesised that

a pet may feel less static electricity if on tile or porcelain.) If the pet is comfortable in a crate, the crate can be covered with a blanket to add to the feeling of security. The door to the crate should be left open and the pet should not be confined to the crate, which could dramatically increase the stress level. Some pets, especially cats, may find that a closet or area under the bed makes a good retreat.

Project a calm attitude: Pets are very aware of the mental state of their owners. If you are worried or nervous, this will add to the pet’s fear. Your pet will look to you for direction, so keep an “upbeat” and “in charge” attitude.

Maintain good health and nutrition: Health problems may increase the stress level of pets, and increase their anxiety. For instance, a dog in pain because of hip dysplasia may be more irritable and prone to other behaviour changes. Diets too high in protein have been linked to some behavioural problems. Consult your veterinarian if you would like advice about changing your pet’s diet.

Behaviour modification: Special techniques can be used to help change the animal’s response to the noise.

Counterconditioning: Using counterconditioning, the animal is taught to display an acceptable behaviour rather than an unacceptable one as a response to a certain stimulus.

In this way, a negative stimulus

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can become associated with a positive event. For instance, the only time the pet gets his absolutely most favourite treat, game, or toy, is just prior to and during a firework display or thunderstorm. Dogs who enjoy travelling may be taken for a car ride, or cats who love catnip, may be given their favourite catnip mouse. (Dogs who enjoy swimming will need to wait inside until the storm is over!) After a time, the pet will start associating an oncoming storm with getting to have his favourite thing.

Desensitisation: Using desensitization, the animal’s response is decreased while he is exposed to increasing levels of the fear-producing stimulus. For noise phobias, the animal is taught to be calm when the noise level is low, and then the noise level is gradually increased. This process is generally more successful in dogs than cats. To desensitise a pet to fireworks: 1. Teach your pet the command ‘relax’ in the absence of any noise. When your pet is lying quietly, gently pet him and say the command ‘relax’ or ‘settle’. If the pet would get up or become more active, wait until your pet relaxes again. When your pet is relaxed, provide a very tasty treat every 10 seconds or so. Continue saying the command and giving treats several times provided the pet does stay relaxed. Repeat this several times a day and gradually extend the time your pet needs to be relaxed before he gets his treat. Once your pet can relax on command, you are ready to proceed.

2. Obtain a commercial tape or CD of fireworks, or tape record one yourself (commercial products generally work better). Play the recording at normal volume to determine if it will induce the fear response. If it does, continue with the desensitisation; if not, you will need to obtain a different recording. For some animals, a recording alone may not work, since there may be a combination of occurrences that provokes fear. For these animals, darkening the room and adding strobe lights may more closely mimic the fireworks display, 50 | Total Grooming Magazine

and may need to be included in the desensitisation process.

3. Play the recording at a volume low enough that the pet is aware of the sound, but it does not induce a fear response. For instance, the ears may be cocked towards the source of the sound, but you still have the pet’s attention. In some instances, that may mean the pet needs to be in a different room from where the recording is playing. While the recording is playing at the low level, either have him relax or engage the pet in an activity in which you give the commands, such as obedience training or performing tricks. Give food or other rewards during the activity when the pet accomplishes what he is supposed to. If the animal shows signs of fear, stop and try again the next day, playing the recording at an even lower level.

It is important that the pet not be rewarded while he is fearful or anxious. Sessions should last about 5-10 minutes.

4. If the animal does not respond fearfully, during the next session, increase the volume slightly. Again, involve the pet in an activity or have the dog ‘relax’ and reward him for obeying commands. Continue increasing the volume gradually for each session. If the pet starts to show fear, decrease the volume.

Repeat the sessions in various rooms of the house and with various family

members present.

5. When the pet does not show fear when the recording is played at a loud volume, you may want to try playing the recording for a short time while you are absent. Gradually increase the time you are gone while the recording is playing.

6. When the pet appears to have lost his fear, the sessions can be reduced to one per week. In most instances, these sessions will need to be repeated weekly for the life of the pet.

7. During an actual display, use the same activities and rewards you used in the training sessions.

To increase the chances of successful desensitisation, the training process should take place during a time of the year when the actual noise will not be encountered: if the pet is afraid of fireworks, try desensitisation ahead of the fireworks season. It is best to discontinue any behaviour-modifying medications during the desensitisation process. Consult with your veterinarian before discontinuing any medications.

Conclusion Fear of fireworks and other forms of noise phobia are common problems in dogs, and some cats. Administering medications along with changing the pet’s environment, and using behaviour modification techniques can help ease the fear.

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Prepare to be relaxed about fireworks

A

utumn has a special energy that I just love. A nip in the air replacing that lazy summer haze makes everything clearer and fresher. Nature is busy, as squirrels scurry about preparing for Winter and my dogs certainly have renewed enthusiasm, if their chasing efforts are anything to go by!

Those of you with pets that have sound phobias might be thinking that nervous energy is a more prominent feature of Autumn however. I hear you – we’ve been there with our lovely dog Hilda and I truly understand the devastation of seeing your pet so anxious and fearful. I can also reassure first-hand though, that it doesn’t have to be like that.

Hilda went from displaying severe signs of stress at any loud noise to occasionally glancing up at a firework.

The change was remarkable – just by pre-empting the problem and putting things in place to help support her.

Hilda was back and the gloomy mood lifted across the entire household during ‘firework season’ – because let’s face it, it’s not just one night anymore.

Preparation is key, so we encourage everyone to “be more squirrel”! With our advice, seven decades of herbal expertise and a great offer available on our vet trusted Scullcap & Valerian Tablets and Valerian Compound, we can help make sure that you and your pets enjoy all that Autumn has to offer.

Whether it’s 1 month or 1 day before bonfire night, there is always something that can be done to help your pet with their fireworks fear or phobia by following these easy steps.

Recognise the problem and act early Recognising anxiety and fear in dogs isn’t always as straightforward as you might think. Any one of the following 52 | Total Grooming Magazine

behaviours can be a signal that your dog is struggling: Flattened ears Tail between legs Barking/Whining/Howling Panting/salivating Excessive lip licking Darting eyes Trying to hide/cowering Trembling/shaking Pacing/unable to settle Destructiveness/toileting indoors Early recognition allows early intervention, which is better for your pet and makes the problem easier to address than if it had been allowed to intensify.

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BONFIRE NIGHT COUNTDOWN (For severe phobias) 1 MONTH to go If you know your pet has a severe phobia, they will benefit from being given Scullcap & Valerian Tablets on a daily basis now.

Desensitise Consider starting firework desensitisation programmes, that gently introduce the sound of fireworks to your pet in the hope of helping them realise that they have nothing to fear.

(For Moderate Phobias) 10 DAYS to go Start giving Scullcap & Valerian Tablets daily (Split the dose between AM and PM).

Jo Boughton-White; 3rd generation owner and MD of Dorwest Currently with 20% off calming packs get in touch, visit www.dorwest.com/ licensed-to-chill, t: 01308 897272 e: info@ dorwest.com or connect with Dorwest on social media

How to Engage with Your Clients

We all know how hard it can be to maintain a positive sociable attitude towards clients when we are having a bad day. But, how you interact with your customers is key to establishing and maintaining a good relationship and key to your businesses’ success. We have a few top tips below: Focus Outward Be truly focussed on your customer – listen closely to what they tell you about their dog and ask questions. If you are aware that you are socially challenged don’t ignore it and pass on interaction to other team members, address your issues instead.

Open Questions An open question prompts a detailed answer rather than a yes or no, or one word response. This helps ensure that you don’t run out of things to say. For example, when someone tells you where they got their dog from, rather than asking, “How long have you had him for?” (closed question), ask them, “What made you go to that breeder/rescue centre?” (open question).

Some people are socially anxious and it doesn’t matter how good your grooming skills are, your people skills need to be as strong. If you are socially anxious, you need to develop social skills to serve you in your business.

Ironically, the less you socialise and the lonelier you feel, the more pronounced your fear may become.

Set a Challenge Research has proven that socially anxious people who are given specific instructions such as get to know the person next to you as well as you can in the next five minutes, perform just as well as people who are naturally outgoing.

So, give yourself an assignment: set 54 | Total Grooming Magazine

out to find out as much as you can about your clients and their dogs. Populate a file or record card – this will also help you to offer new products and style options to them going forward.

It will also provide structure and certainty about their interests and should alleviate anxiety when you meet them again.

Remember, that because you are in a business environment and the business is focussed around pets, you will instantly have something in common with the people you are meeting.

Don’t focus on trying to impress people. Always try to come across as confident and professional.

Social anxiety is often perceived as being a worry that we will reveal something about ourselves that we dislike, such as a part of our personality or something lacking in our skills set.

Remember to keep conversations equitable – ask people about themselves and don’t go over the top talking about yourself and any successes you have achieved.

Customer Service as a Way of Life

Debby Knight LCGI of The Bristles Dog Grooming and Training Centre an Assessment Centre for Summit Training Group – explains why it is vital to put great emphasis on true customer service:

Always show an interest in your clients’ dogs

G

ood Customer service is a subject talked about extensively in business, but equally extensively ignored!

These days the public is very fickle and will soon buy or use the services of someone or something else for very little reason. Good customer service can make or break a business.

I have worked in this business for over 40 years; when I started grooming we had no internet access or email, in fact not everyone had a telephone.

Communication was often by letter or face-to-face; people had to talk to each other and I think we were more polite back then and less impatient. Today

56 | Total Grooming Magazine

In summary follow these principles:

T

he key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

To ensure you provide the best customer service: • Know what your customers consider

to be good customer service • Take the time to find out customers’ expectations • Follow up on both positive and negative feedback you receive • Ensure that you consider customer service in all aspects of your business • Continuously look for ways to improve the level of customer service you deliver.

The following are some of the main elements of good customer service.

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Total Grooming Magazine | 57

everyone is in a hurry and expects immediate attention and service.

So what is good customer service and what skills do you need? Firstly you need patience and the ability to listen to clients and to take in what they are saying. This means really listening to your customer without interruption.

Secondly, give clear and concise communication in return. Customers don’t need your life story or to hear how your day is going in fact they are generally not interested.

Next, know your product or the service you are offering and if you are not sure, either pass the customer to a colleague or tell them you will find out and get back to them; don’t guess as it is easy to get caught out.

Be positive, if you can’t fit that groom in for a couple of weeks, instead of just saying you can’t fit them in suggest you put them on a cancellation list and you will let them know as soon as an appointment becomes available.

Your customer will feel valued and you may keep them as a customer. Time management is very hard to achieve but is so important.

Spend time with your customers but control it. You can spend half an hour of your precious time talking to a customer; you feel sorry for them and the dog they just rescued. The dog needs immediate attention. You fit the dog in for a groom at the end of a busy day. This is great customer service and you will probably have a customer for life.

How do you handle a customer that just wants to talk? You have a busy salon and don’t have time for a long conversation. I suggest to offer to call the customer back at a more convenient time, give them an approximate time and make sure you call them !!!

Customer expectations are very high these days and an unhappy customer will share their displeasure with many people and only a good experience with one or two.

My advice for new groomers coming into the business would be: answer your phone whatever time of the day or night and don’t tell your customer off for calling late. If you need the business, 58 | Total Grooming Magazine

Greet customers politely and professionally

Customer relationships To build good customer relationships you need to: • Greet customers and approach them in a way that is natural and fits the individual situation • Show customers that you understand what their needs are • Accept that some people won’t want your products and concentrate on

be pleased they called. Put yourself out and groom on a Sunday if you need to, it all helps to build your business base.

Don’t discount your services it won’t attract the best loyal customers, be professional .

My advice for established groomers

building relationships with those who do • Help people - even just letting a customer know about an event that you know they’re personally interested in is helpful • Continue to keep customers aware of what’s in it for them to do business with you.

is don’t take your customers or your business for granted, be reliable and don’t cancel appointments. Don’t become too opinionated; remember the dog belongs to your client not to you.

Lastly you are never too successful to give good customer service.

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HRE

In as with sociati Mut on neys

The Mutneys sharpening department has now be taken over by HRE - A company run by the former Mutneys engineer.

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We operate from the same address and use the same tried and tested equipment, to give you the same high quality service and tunaround you’re used to, all at the same affordable price.

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We have also introduced a loyalty card. For every blade you send in, you get a stamp on the card. Send in 9 blades and the 10th sharpen is on us!

Blades £6.25

Scissors £6.25

Wide Blades £7.25

Clippers £28

Blasters £35

Priority Service £5

Send us your tools with your details and any issues you are having and we will aim to send them back to you within 5 working days.

HRE, 2 St Chads Cottage, Primrose Lane, Prees, Shropshire SY13 2EH

sharpening@h-r-e.com

www.h-r-e.com

07834 203924

WORK SMARTER

No more knots & tangles

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simpsons-online.co.uk/banish 01354 691 830

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Use it neat or dilute with shampoo for fast and effective results.

Dematting Spray Super Conditioner 500ml £15 1 Litre £20 Ref: 4071–131 Ref: 4071–130