This question is for groomers and grooming shop owners.
Would you, or do you have a black list.
What's a black list?
It is a list of customers that you no longer wish to give appointments to.
It is a list of taboo customers names that would sit next to your phone.
I don't have one....yet.
Could I make one tomorrow?
You bet ya!
In all the years that I have been grooming, I haven't ever refused a customer an appointment.....yet.
Oh, there have been plenty of pet owners that I wish I would never see again, but I always like their dogs.
I only keep them as customers because of their dogs.
That sounds terrible doesn't it?
I am sorry, but 28 years of being disrespected in this profession can do that to you.
~ Listening to tactless comments with a smile on my face.
~ Being told that I caused a dogs mats because I didn't give a customer the appointment that they wanted.
~ Customers showing up for appointments anywhere from 20 minutes to 2 hours late with no apology and expecting to still have their dog groomed.
~ Keeping me past my closing time waiting for a customer to pick up their dog who has been ready to go home for 5 hours or more.
~ Canceling an appointment 10 minutes after their scheduled appointment with a reason that they knew about for a week.
~ Getting angry with me because I can't move their appointment to the exact day they want, even though I have already suggested 4 other dates.
~ Scheduling appointments and missing every other one.
~Talking down to me because all I do everyday is 'play with dogs'.
~Tell me how to do my job.
~Ask me if I am going to hurt thier dog.
~Yelling at me because I dared to charge them $3 more for the extra brushing I needed to do to save your pets neglected coat.
~make a snide remark because I raised my prices by a $1.
~Letting their dog crap and pee in my lobby and not bothering to clean it up or tell me.
Don't get me wrong.
I certainly do not feel this way about all of my customers.
I am very lucky, I have a lot of really great customers.
I wouldn't be truthful if I didn't admit that I have a bad habit of letting the rude customers get to me.
Out of 12 or 14 great customers in a day, it only takes that one rude, insensitive, tactless customer to ruin your day.
I know it shouldn't, but knowing that and putting it into practice are two different things.
We came close to starting that list today.
It was 1:15pm and my daughters 1:00 appointment had not shown up.
My husband had called to remind the customer the day before, but her voice mail box was full. :/
So, my husband called again to see if he could get a hold of her this time.
She forgot about the appointment, but she could have the dog to the shop by 1:45.
My husband told her to come on in.
Right before the customer hung up, she asked my husband who was going to groom her dog.
My husband told her that her dog was scheduled on Jessica.
She never showed.
She never called back.
Did she not come because I wasn't going to be grooming her dog?
or because her dog wouldn't get in the car.
or because her car broke down.
or because she had a flat tire.
or because she already had the dog groomed and just didn't want to admit it.
or because she couldn't afford it and didn't want to tell us that.
or because she is just a down right rude person.
I don't no.
She didn't bother to call back.
The story of a groomers life.
Do I really think that she didn't come because her dog was scheduled with my daughter?
Unfortunately, that is a possibility.
I have had this happen many times before and not just with my daughter.
It amazes me how many people want 'the owner' of the shop to groom their dogs.
It does not matter how good the other groomers are, they want the owner.
Who says just because I own the shop that I am the better groomer?
Some customers also seem to judge my daughters grooming by her age.
Believe me, this is a really big pet peeve with my daughter.
Unfortunately, some customers actually talk to her differently from the way they talk to me.
I think that some of them think that she can't possibly know what she is doing at her age.
It really upsets her.
I think that it is really sad if that was the reason why my daughters 1:00 appointment didn't show.
I really want to put this customer on my black list.
Do I think that she will call back with some lame excuse for missing the appointment after telling us that she was on her way?
From past experience....yep.
And, she will expect us to happily give her another appointment.
Sorry for the rant.
I can deal with the frustration of grooming nasty, mean dogs.
I can't deal with the frustration of dealing with tactless, nasty, rude, insensitive pet owners.
Okay....I got it all out.
I feel better.
I'll be back to the job I love doing tomorrow.
I'll try to concentrate on the good customers and forget the bad ones. :)
Happy Grooming, MFF