Unfiltered Story #154765

, , | | Unfiltered | June 16, 2019

In our particular salon, there is a price for puppies under 5 months to have a basic “clean up” trim. It’s just the visor, the feet, and shaving the potty area. If the puppy requires an all over trim, or is over 6 months, the price goes up considerably. The reason for the lower price is that we’re trying to encourage owners to bring the puppy in frequently, to get used to being in the grooming environment, and to the processes and noises that go into the groom, plus being held and sitting still while scissors are near their eyes. The difference in price between the “puppy trim” and the full adult price is really steep, however, and more than one owner has been floored by the difference. Our prices are really competitive, however, and the groomers in my salon are often head-hunted by other salons because our quality is really outstanding, so even if a person has gone elsewhere, they usually end up back with us. On this day, a man comes in with a Shih-Tzu, who will be my client.

Me: Hi! Is this (dog)?

Him: Yes. Now listen: we just want a puppy cut.

“Puppy cut” is a term that only applies to poodles, where a poodle is trimmed all over, with a clean face and clean feet. It has no other purpose, and yet customers often use this term to refer to just about any haircut you can imagine, from a complete shave-down to a drop coat trim.

Me: Puppy cut means different things to different people. Why don’t we just go over what you want me to do. Are you wanting me to take any length off of your dog’s coat?

The dog has actually a really well maintained drop coat, but those are really time consuming, so I would never assume that a customer wants to continue with a long coated dog.

Him: NO! No, I just want a puppy cut! Like you did last time!

I look into his history on the computer.

Me: Okay, last time, you had a puppy trim, which is just the face, or visor area, rounding the feet, and shaving the potty area. I will brush his coat out as well, and of course he’ll have a nice bath and nail trimming and ear cleaning too.

Him: Yes, and that’s $16.00.

Me: For dogs under five months, yes. Your dog is now seven months. Your price will be $36.00.

Him: No, it won’t. $16.00 is a fair price.

$16.00 is actually really, really low, considering that we work on commission. The time it takes to complete a puppy is usually longer than a full grown dog who has been doing this for several years because the puppy gets upset, is frightened, and generally doesn’t know what’s going on. It’s the whole reason we encourage people to come in often.

Me: I don’t have any other option. Your dog is over the age limit, and the puppy price is not available to me.

Him: Fine! He’s under 6 months then!

Me: Your file says he was born on (date seven months ago). Is this not correct?

Him: You people are unbelievable! I can’t believe this!

Me: Sorry.

Him: I tried to come in last month, but you all kept saying  you didn’t have any openings! And now you’re trying to gouge me with this price? Because you wouldn’t take me last month?

We do book up quickly, but as long as customers don’t want same-day appointments, we can usually accommodate a dog within a few days of the customer calling. We do have customers, though, like this man, who think our work isn’t hard, and that there can be no reason why they can’t have a same-day appointment. Because I’m used to this, I don’t say anything, because I know anything I say will only make him more angry. I also don’t point out that if he had managed to make it in last month, he still would have paid the full price as the dog would have been six months.  At this point I just want him to leave, even though the puppy actually seems really cute and sweet.

He seems to realize that his yelling at me is getting him nowhere, so he tries one last dig.

Him: This is outrageous! I can’t believe you people! I sure hope I can complain about you on the internet!

I call out to him as he leaves: Have a nice day!

When my boss came back, I told her what happened on the off chance that he might try to call and complain. Thankfully, one of my coworkers was in the salon with me, and vouches for everything I say.

My Boss: Seriously? I booked this appointment for him last night, and we had almost the same conversation! I told him he had to pay the full price because the dog is now fully grown! He knew he’d have to pay that much!

The best part was that he didn’t hurt my business at all that day. There were people on the waiting list who wanted to come in, and they ended up being awesome folks who now come in a lot.

Go Fund Me But In Real Life

, , , , | Right | February 21, 2019

(The pet salon where I work has a different monthly spa special you can add to your dog’s groom for an additional fee. This month we are partnering with a rescue to raise money for vet bills for a dog who broke his leg. We have a jar in the lobby guests can put change into if they don’t want to buy a spa, but still want to donate.)

Teenager: *comes in to pick up a dog*

Me: “Okay, your total is $59.”

(The teenager paid with $63, but when I handed him back the $3 and a $1 from the drawer, he didn’t say anything and took it, which was unusual because people tend to overpay like that to tip the groomer. I went back to get the dog, and when I came out, the guy had his entire hand in the donation jar! He pulled it out as soon as I approached, but I couldn’t see any money in his hand, so I couldn’t outright accuse him of stealing. Pretty sure he did, because he grabbed his dog and left as fast as possible.)

It Wasn’t His Dog Day Afternoon

, , , | Right | February 21, 2019

(It is Saturday, our busiest day at the pet-grooming salon, and we are super busy. One customer comes in without an appointment, but we are willing to squeeze their two dogs in, letting them know it will take a while. They are okay with it.)

Customer: *calling in a few hours later* “Hi. Are my dogs ready?”

Me: “Well, one is done and the other is bathed, but the groomer does have to go to lunch soon, and it will probably take another few hours due to the complicated haircuts on the other dogs who came in before you.”

Customer: “This is unacceptable! I went to a baseball game, and they should be ready now! I’m coming to get them!” *hangs up*

(I let my coworkers know what happened and that I’m going to just charge for the bath, not the haircut. A few minutes later, a physically angry man with a red face storms in saying he’s here for the dogs.)

Customer: “I’M HERE FOR MY DOGS! THIS IS RIDICULOUS!”

Me: “Okay, so, we’re going to charge for just the bath on this dog. The total is [amount].”

Customer: *fuming* “What?! This is horses***! Why is it so much? F*** you!”

Me: “Well, this is the price of a bath; it’s actually less than the price you signed for. I’m sorry you are upset, but unfortunately, I cannot change the price.”

Customer: “I want to speak to a manager! It is f****** bulls*** that you charge this much! We dropped them off in the morning and they should be done!”

Me: “Well, our manager isn’t here, but if you have any complaints, you can call during the weekday, and—“

Customer: *cuts me off* “OH, I’M GONNA DO THAT!”

(He actually lets me process the transaction and charge his card, probably because at this point I’ve stopped looking at him and focused on the invoice. He continues cursing and ranting as I slide his card and just act as calm as possible going through the typical dialogue at this point. That seems to set him off more, because when he signs the receipt, he just writes “HORSES***” in place of his name.)

Customer: “I wrote ‘HORSES****’ ON THE RECEIPT, BECAUSE THAT’S WHAT YOU ARE! I’M TELLING MY MOTHER-IN-LAW TO NEVER COME HERE! F**** YOU!” *inserts string of profanity* “YOU’VE JUST LOST MY BUSINESS!”

Me: “Have a nice day!”

(One of the groomers was outside and he started ranting at her. I peeked out the door holding a phone as if I was about to call the police, and he got in his car and sped off. I called my manager, and now he is banned at the store, and if he tries to come in again, we will call the police for real.)

Unfiltered Story #140369

, | Unfiltered | February 15, 2019

Dog grooming customer complains she doesn’t get what she wants, yet requests that I do whatever I want.

Shedding Away Any Extras

, , , , | Right | February 5, 2019

(When I get to work, my manager is checking in a German Shepherd Dog. It is newly spring, and all of the double-coated dogs are shedding. Because of this, we are trying to talk all the dog owners into getting the de-shed package, which is a product we all use on our own double-coated dogs. We highly recommend it, as it is a great product and well worth the money. My manager is attempting to explain this to the owner of the GSD, who is very belligerent and just starts saying over and over that she was quoted a certain dollar amount and will not pay more than that. Her hands are tied, so my manager proceeds to sign the dog up for a basic bath and nail trim. My coworker is assigned the dog, and this takes place after the owner has returned for the dog, paid for it, and walked out with it.)

Owner: “I have a complaint to make!”

Me: “Oh? What’s going on?”

Owner: “My dog was just in here, and she’s scratched me up all over my leg!”

(She lifts her leg up to show scratches down it.)

Me: “Did you get the nail grinding?”

Owner: “No, and that’s the other thing: I don’t know what all this stuff is, but she never got any of it! I was told that she’d have a de-shedding treatment, and that her nails would be ground down, and that she would look so good, and no one has delivered on any of these promises!”

(I now recognize her as the “I’m only going to pay X amount!” lady, and the light dawns.)

Me: “Oh… right. Yeah. Well, you didn’t ask for the de-shedding package. You said you weren’t going to pay more than [price].”

(My coworker who worked on the dog has now migrated to the check-in area of the salon.)

Coworker: “Yeah, we offer those things, but you have—“

Owner: “I know it’s extra! I said I wouldn’t pay extra, but that lady told me that she’s not supposed to shed now!”

Coworker: “I’m sorry you’re not happy, but—“

Owner: “No, I’m not happy! I was promised the moon and I got nothing!”

Me: “Ma’am, you were offered [de-shedding package] at check-in, and declined to pay for it. We aren’t—“

Owner: “I’ve never heard that word until just now! I wasn’t offered anything!”

Me: “You declined to pay extra.”

Owner: “Well! I’m not going to pay more than I was quoted.”

Me: “Okay. There’s nothing we can do for you, then.”

Coworker: “I hope you have better luck elsewhere.”

Owner: “I already have! Yes! I have! I just came here because I thought you might have more experience!”

Coworker: “I have six years of experience, but I’m not doing a service that I’m not getting paid for. Good night.”

(We’ve always been really careful about letting people know on the phone that a quote is just a ballpark figure and that we will assess the dog’s coat and overall health and behavior and that the price could go up or down, but now we’re even more cautious and repeat it over and over!)

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