Editorial - "Quality Not Quantity"

By Stephen, Webmaster for PetGroomer.com and Pet Care Industry Consultant

It's not unusual to hear some groomers brand their operation as "quality not quantity." Rarely do you hear, "quantity not quality." Of course you wouldn't. It doesn't sound too good, especially when you consider you are caring for a valuable inventory of beloved living animals every work day.

Yet those grooming business owners branding their operation as "quality not quantity" are subtly saying that businesses that do quantity are not providing equal quality. Are they not? Apparently owners that have grown a large business are simply shameless. Certainly many pet owners agree that this is the marketing message they hear when grooming businesses advertise "quality not quantity."

Actually our success in grooming was NEVER based in any way on a competitive attitude. That attitude will burn you out for sure. We loved that there were more and more grooming businesses opening in our area because it meant the public's awareness of the benefits and convenience of grooming services was growing. Indeed there are several thousand dogs and cats for every grooming business today and few businesses have ever attained that goal, so why are some grooming business owners so competitive? Managing a grooming business is not the same competitive effort as competing in grooming competitions. Because of competitive attitudes thousands of grooming business owners never talk to other grooming business owners in their area. What a shame, and a blunt knife in educational opportunities for our industry.

I enjoy listening to grooming business owners talk about the trials and tribulations of prospering in this industry. They love the work, but management is a frustration. We've been there. However, my mother grew one of the world's largest salons and there was not one stray hair left out of place on any of 70-90 dogs and cats groomed 7 days-a-week, including evening shifts as well. In other words, quantity never affected quality. It sounds right, and I am sure there are some businesses run that way, but is it an absolute? Of course not. It's possible, and PetGroomer.com shows you how.

Every grooming business, regardless of its size, is a mirror reflection of its owner and management (often the same person). If the owner/manager is fastidious and effective in delivering the highest level of service, quantity is irrelevant to quality. However, here's a twist! When done well, quantity increases the earnings of the business and uniquely allows owners to invest large sums of money in their businesses in order to deliver enhanced quality, even to the point of the owner buying their building and totally customizing to pet grooming operations.

There are indeed businesses today focused on equanimity of quantity and quality, and by virtue of their quantity, can charge less for the same quality as the very small business. How ironic! Quality doesn't have to cost more! Another illusion erased by well-managed growth. In fact our fees were an average of $3 to $5 less than the average high end business in town, and we offered more services than possible to list here. Is then any wonder that thousands of families having been coming to the business for 4 decades - we must be doing something right in terms of quality!

Quantity equal with quality also lends the ability for the owner to invest in the finest grooming equipment, and major leasehold improvements like a newly paved parking lot for customers, annual remodeling, outdoor potty walk areas, employee lunch rooms and kitchens, video training rooms, and many other state-of-the-art features, and in some of the best available commercial real estate.

Most important, quantity equal with quality can be a solution to the common "virus" in grooming today, "owner burnout." So many groomers work so hard in small businesses, incredibly hard. It's all very honorable. However, at what price? By growing at least a moderate size business the owner/groomer can hire a small staff, maintain quality, and year after year do less of the wearing work. Quality does not have to come from a physically detrimental operation. Well-managed quantity can eliminate the detrimental forces of "doing it all" grooming. No wonder so many one person groomers needlessly burn out or develop health conditions from overworking. Why do veteran groomers continue to do any other grooming other than finish styling? There is no rationale, like "quality not quantity," that can sensibly explain groomers overworking to the point they harm or significantly wear out their bodies. Yet it is the state-of-the-industry for an alarming number of grooming business owners today.

Now perhaps you better understand why my mother wrote From Problems to Profits. She saw what was happening as a 2 person groomer shop and said, "I am going to grow a large salon, take care of us, and enjoy the rewards of a professional for the long run." She did just that and today she is a lively 74 year old often mistaken for 55 years. If you are in this industry a lifetime career, don't go it alone if you love your body and industry. Grow a medium to large business and let your staff assist you. Love yourself into prosperity in this industry. To maintain quality, consider following The Madson Management System in From Problems to Profits. It's exactly how our business delivered delivered exceptional quality to over 5,000 regular clients, and anyone can do the same following the same principles of management.

In summary, as consultants to business owners since 1987 we share with you our experience. Many hardworking grooming business owners never grew a business and yet were so committed to quality they did it all, and many burned out, or they have a business of 30 years worth little for their eventual retirement. Unlike the industry prior to the late 1980's you have so many sources of information to manage your business, and it's time that management education become just as important as the art of grooming. It's your life, your livelihood and retirement someday that is important, and it will all improve when you learn to handle more quantity with equal quality. Don't get caught up in the old thinking, take care of yourself and set new standards of operation in your area in a business that cares for you, your staff, and your satisfied clientele and pets.

Copyright 2007 Find A Groomer Inc. All rights reserved