KITTY'S KORNER
by Deborah Hansen
IS
HARD TO DO A client who likes you, believes in the services you provide and who is faithful to your company is the most valuable asset your business can have. It is worth your time to set expectations for your clients and to give them the education they need to meet those expectations.
T
aking the time to teach your clients how to brush their cats, prepare for a grooming appointment and recognizing the importance of veterinary care can go a long way in helping your clients become fabulous. But after you have invested time into improving the client relationship and things just are not working out, it is time to break up.
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Groomer to Groomer • Vol 39 Ed 7 • July 2020
Breaking up is hard to do. The groomer, business owner and cat owner all will react differently to the termination of service. It causes stress and anxiety on the groomer because they want the best for the cat. The business owner fears the loss of income. The cat owner is often sent into desperation and panic because they value your services and cannot see any other options GroomertoGroomer.com
at that moment. The first thing you need to establish is why the client is not a good fit for your business. In my business, there are four main categories of clients I break up with: when the cat is too aggressive, when there are work environment issues, when the owner neglects the cat’s needs or when the cat has medical concerns that are not being met.