PetGroomer.com Magazine
46
July / September 2022
Why Some Groomers Never Use Client Questionnaires In our grooming business management book, From Problems to Profits: The Madson Management System we shared field-proven client relations forms. In fact, we still sell digital versions of them you can load in your computer word processing program and print them as is for use in your business, or edit them to your liking. These are part of the Grooming Business in a Box® system. One client relations form draws the most diverse reactions from grooming business owners. There are no complaints about the form itself. The reactions surround the intent of the form. What form is it? The Client Service Questionnaire. We had this form on our counter every day. We welcomed their use year round. It was in our interest to listen to comments on our services. In fact, some of the services we provided were original ideas derived from our clients using a eGroomer Journal
questionnaire.
Here is an example that shows how clients can suggest viable ideas for business owners. Our version of the Client Questionnaire asked about services we are not offering but they would like. Remember this was back in the Eighties. We received comments suggesting they wished we offered a place where we could watch their pets for an hour or two, or a few hours, not overnight. What do we call that today? Pet daycare. Back in the Eighties customers were hinting about a service not common at the time to the public. That's a perfect example of the purpose of a client service questionnaire. So what about the other end of responses, the adverse reactions of groomers to use client service questionnaires. Actually there were plenty, in fact, more than half of groomers said they have no inter-
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