Tidying Tumbleweeds
Dear Barb, why does every second client say ‘just a tidy-up’ and then bring in a walking tumbleweed?
Dear Heidi-Tidy,
Those words are enough to send a shiver down the spine of even the most rugged of groomers.
“Just a tidy-up.”
They sound innocent enough, polite, breezy, almost casual. But every groomer knows what those three words really mean. They have the potential to be the prelude to chaos. A red flag wrapped in faux modesty.
Let’s translate ‘Just a Tidy Up’ into real-world groomer speak:
“He just needs a tidy up” = You’ll need a number #7F and divine intervention
“She’s not that bad underneath” = You’ll find 18 burrs, a few branches and possibly some of their cat's food.
“We brush her at home all the time” = They brushed her once in lockdown.
So, why do they do it?
Because “just a tidy up” sounds reasonable.
It lets clients feel a sense of control with a much more palatable price tag for what they secretly (most likely) know is a full-scale grooming rescue mission.
And sometimes… just sometimes… its denial and blissful ignorance. They love their dog, but they’ve gone ‘fur-blind’. That long, curly coat that looks like a disastrous ‘before’ shot, they see as fluffy and cute.
Here’s how I handle it:
- The Preemptive Strike
When they say “just a tidy up”, I smile politely and reply:
“Absolutely! Let’s take a look and see what kind of tidy we’re talking about.”
That way I’m setting the tone that I define the tidy, not them.
- The Education Station
Arguably the most important stop on this trainline. Explaining the pain and risks associated with dematting or brushing a matted coat will help them understand a full clip is what is best for their dog. It’s always best to word it in the sense that you are helping the dog, not fixing the owner's mistakes.
- The Pricing Reality Check
Don’t undersell your tidy-ups. Brush-outs can take longer than clip-offs, so charge accordingly. Your time, tools and sanity all deserve to be compensated. I don’t expect to pay my Gloria for a root touch-up when I know just how many greys have slipped through the cracks.
- Catch Them Early
Pull up the customer records when they’re booking. If you haven’t seen them in the last 6-8 weeks, let them know you’ll be booking them in for a full clip just in case. This sets expectations early and can give them some time to budget accordingly whilst also safeguarding your own schedule.
The good news is, the ‘just a tidy up’ tapdance (should) only need to happen once for a client to learn they should be opting for the full-groom flamenco in the future.
But these moments aren’t all negative, they’re opportunities to educate, connect and show clients that grooming isn’t just about vanity, but welfare.
So the next time someone walks in with a tumbleweed on a lead and a straight face, take a deep breath, smile and think:
Ah, ‘just a tidy up’... Let’s dance!
Barb-bye!
