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You Might Have to Refuse Services

When it is warranted and a pet owner won't agree to coat removal for their severely matted pet, are you going to go beyond your de-matting time limit? If so, what is your reasoning for forcing the pet to endure the discomfort of de-matting? Are you not risking your well-being too. Badly matted pets usually have less than healthy skin. Their skin has been denied adequate air circulation for some time, and the tangled matts may been "pinching" their skin for some time. Their skin will likely be very sensitive to the extended de-matting procedures, and you are at risk of aggravating their poor skin condition. Regardless of whether the pet owner has signed a release form, is your care "humane" when you extend the de-matting process beyond a reasonable time limit. It's far better to protect you, and the pet, by refusing services when a pet owner requests grooming services not aligned with their pet's condition.

Remember to consider the pet's conditions other than a badly matted coat. Aged and disabled pets require even more concern. Pets with heart conditions and other veterinarian diagnosed conditions must be considered in alignment with every pet grooming service order. Again, it is far better to refuse services to the adamant pet owner who will not allow you to properly and humanely provide for a pet within your standards of pet care. If you "feel" that you are a taking risk, listen to your feelings. When you have to refuse services, do so clearly and without emotion. Explain your reasoning.

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Madeline Bright Ogle once related to me that when she had to require coat removal for a very badly matted pet, and the pet owner didn't understand why, she would ask the client if she could touch their arm. When they said yes, Madeline would lightly pinch the skin of their arm. She explained that their pet's skin has felt this pinching effect for some time now because of the pulling effects of tangled hair and undercoat. She would then ask the pet owner, "Wouldn't your skin become aggravated and sensitive if it were "pinched" for many weeks?" Of course, the pet owner would say yes. Madeline then explained that even the most careful de-matting would further aggravate the pet's skin condition, and that healthy skin requires air circulation which is denied by heavy matting. "Would you like to have someone tugging for an extended time at your aggravated skin?" The pet owner would almost always say no, and agree to coat removal. Madeline did not judge or talk poorly of the pet owner that has not provided adequate care for the pet, but instead created a more sensitive and informed pet owner that is less likely to allow their pet get into the same condition again. If it was money shortages that kept the pet owner from frequent grooming, Maddie would recommend a short lamb cut similar to kennel cut that would better extend the time needed between groomings, and train the pet owner to brush and comb the pet. With this attitude and level of client service, you will have far fewer incidents of where you must refuse services.

Be sure to post a sign clearly visible from your client reception area stating that you reserve the right to refuse services to anyone.

Assisting Humane Organizations

In the PetGroomer.com Resources Directory (Associations Category) you will find a list of humane organizations. Surely there are similar organizations in your area too that could use financial and manpower help. If you can afford to donate funds, do so. If you can, help your local shelter to groom pets, or volunteer a few hours, do so. There are wonderful new "zero kill" programs being attempted in some humane organizations. Wouldn't that be a dream come true. With your help you can make a difference. Sometimes rescues and shelters need a groomer to groom a pet being considered for adoption. Help out as you can. It's the humane thing to do.

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