Stop Whining About Your Clients – Teach Them How to Treat You
Every week in groomer groups we see the same gripes. “This client was late again.” “That client questioned my prices.” “They told me how to do my job.”
We get it. We have all had days where clients push every button you have. But here is something you might not want to hear… it might actually be your fault. Not because you are a bad groomer, but because you have not set the rules or stuck to them so your clients know exactly how to treat you.
Clients Learn From You - Or They Learn From Themselves
Dogs do not magically understand sit, stay, or drop without training. Clients are the same. If you never explain what you expect, they will make their own rules and those rules will suit them, not you.
Think about your bank. If it closes at 4pm, you do not wander in at 5:30 expecting service. Why? Because they have told you the rules, they stick to them, and you know they will not make an exception just for you.
If you have not set a clear pickup policy, you have trained your clients to think anything goes and that is on you.
The Why Behind the Rules
Rules are not about control for the sake of it. They protect your time, keep dogs safe, and make your business sustainable.
Imagine a restaurant. You book a table for 7pm, but if you arrive an hour late, you do not expect them to keep it for you all night. That booking window exists so they can plan, serve other customers, and run smoothly.
If you expect clients to respect your schedule, you need to explain why timing matters or stop being shocked when they treat your salon like a waiting room.
Pickup times mean you can clean, close, and go home on time.
Pricing policies mean you are paid fairly for your skill and effort.
Style limitations mean the dog’s coat stays healthy and realistic for their breed or coat type.
Stop Acting Like You Are Not a Real Business
Some groomers shy away from proper systems because they do not feel worthy enough to act like a professional business. Throw that thinking out the window. If you take money for a service, you are a business. And businesses have policies, terms, and clear communication.
Think about an airline. The boarding time is on your ticket, announced at the gate, and enforced every single time. They do not hold the plane because someone meant to be on time.
If your business runs on “we will see how it goes,” do not be surprised when your clients treat it like a hobby instead of a profession.
Set Your Tone - Or Someone Else Will
Pamphlets, welcome packs, booking confirmations, terms and conditions, consent forms. They all matter. These tools set the tone before a client even walks in your door. Without them, you are leaving the door wide open for individuals to set the tone for you and you might not like the result.
Think about a doctor’s office. You do not sit there telling the GP which stethoscope to use or how to write their notes. You trust their expertise.
If you let clients micro-manage because you are too scared to push back, you are teaching them you are not the expert in your own salon.
Don’t Get Mad - Get Organised
Every annoying client incident is actually a free lesson in disguise. Instead of just getting mad, use it as inspiration to tighten your systems so it never happens again.
Got a late pickup or extremely early drop off? Add or update your late fee / early drop off care fee policy in your terms.
Had someone argue the price? Make sure prices are on your website, in booking confirmations, and displayed in your salon. Have a clear list of add-on services displayed somewhere (for example, anal gland expression, sensitive shampoo, or whatever your business sees fit) so clients understand what is included and what costs extra. In your consultation, always quote a “from” price so there is room to adjust if unexpected things show up during the groom. Final pricing happens at the end once you have achieved the final result.
Dealt with a micromanager? Use a client intake or consultation form to record what they want, including coat length, any limitations, and style preferences. If they bring a photo, store it with their file. If the look is not achievable today, explain why and document the steps needed to get the coat to that point. This is a key part of managing expectations - making sure the client understands what is realistic right now and how to reach their goal in future. The more you document, the smoother future appointments become, and the client feels like you are working with them toward their desired result.
Had someone show up without an appointment? Make it clear in your terms that all grooms are by appointment only and walk-ins are not accepted.
If it happened once, it can happen again. The difference next time is whether you have put something in place to stop it.
Policies Only Work If You Use Them
Having rules on paper is not enough. You have to enforce them. If you keep making exceptions “just this once,” do not be shocked when the exception becomes the expectation.
The Bottom Line
If you want respectful clients, you have to set the tone and stick to it. The way you run your business teaches clients how to treat it.
Set your tone, keep refining it as your business grows, and watch how quickly the right clients get on board and how quickly the wrong ones drift away.
And remember, some days are just hard. Some clients really are over the top, wildly particular, or a little eccentric in their requests. At the heart of it though, most are simply trying to get the very best for their dog. And that is the thing you have in common - you both care deeply about that animal’s wellbeing. You might be coming at it from completely different angles (and on some days, it might feel like you are operating from different universes), but the shared goal is still there. Clear boundaries make it easier to meet in the middle, so you can both work toward the same end result - a happy, healthy, well-groomed dog.
Want some help putting this into practice?
We’ve got your back. igroombiz is packed with ready-to-use templates, policies, and wording you can adapt and update as your business grows. Skip the blank-page panic and get straight to running your business with confidence.
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