(A customer brings in a beautiful long haired Shih Tzu for a trim up. As I am petting the dog, I feel that she is very matted.)

Me: “I am sorry, but Missy is very matted. She needs to be shaved down very close to her skin.”

Customer: “Oh no, she’s not matted. Can’t you see how long her fur is? I brush her every day.”

Me: “I’m sure you do, ma’am, but you are only getting the hair on top. The hair on the bottom has become very matted and needs to be shaved.”

Customer: “Can’t you just shave the bottom and leave the top?”