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Client Relations Business Forms

Business forms are valuable tools. They really are as important your scissors and clippers. They promote your business, organize client and pet service information, and create a professional image. There are several business forms directly related to both operations and your Clients Relations Program. Every pet grooming business requires the following business forms:

Brochure. Your brochure should describe all pet care services, health and safety standards, aesthetic and humane pet care standards, and operations information such as days and hours of operations and contact data. Your company logo should be prominently displayed on the cover. A brochure is meant to welcome new customers and make them aware you are very well informed about managing a professional operation attentive to the needs of pet owners. All client services you offer should be stated in the brochure, as well as your commitment to total client satisfaction. Don't just put the brochures out on your counter, personally hand one to every new customer. If a new customer inquires about your business by telephone, mail them a brochure no later than the next working day.

Filecard. The filecard, or a computer record replacing the filecard, is the most important form in a pet grooming business. It is a vital ingredient to a professional, mistake-free operation. In an emergency, the information recorded there can make the difference between the life and death of a pet. A professional filecard should have room to record the following areas on information. Client Information: Name, address, day and evening telephone, work telephone, referral source, and emergency contact information. Pet Information: Pet name, gender, breed, size, color and birth rate. Veterinarian contact information. Special pet care information including conditions such as arthritis, epilepsy, heart conditions and similar medical conditions. It is a good idea to describe the pet's personality traits, such as shy, frequent urination or even biting tendencies. Service Information. Date of service, special care needs, description of services desired, face style, bather and trimmer's names for future reference, comments by them, time scheduled for pick-up, fees and products, and method of payment. Client Contact Information: It can be very useful to maintain a record of special telephone calls or mailings to clients on the filecard.

Promotional. Pet owners love to receive a pet birthday card from their groomer. You can make a sincere impression on clients by sending a sympathy card when they lose a beloved pet. A get well card sends your sincere regards also.

Missing Client. If a client disappears and doesn't schedule an appointment for 90-180 days, you should know why. Send a post card or letter to discover if there were any problems or misunderstandings you can resolve and retain your client.

Observations. Not enough pet grooming businesses use a professional report that describes their observations of the pet's conditions for every visit. When we asked the owner of one of the nation's largest pet grooming salons what was the most important business form they use, the answer was Madson's Pet Groomer's Report and Health Alert Form described in From Problems to Profits. At about 4 cents per visit, this business form has set the professional standard for the industry in compliance with a remarkable statement of fiduciary relationship between business owner and client. Some business form suppliers call it loosely a "report" or "report card." We strongly recommend you use one.

Price Sheet. Along with your brochure you should always include a price sheet. Be sure it is easy to understand without hidden extras that can upset your clientele. List all of your services and their prices, and pricing policies for add-ons such as de-matting charges for heavily matted pets.

Questionnaire. Just as many other businesses provide a client service questionnaire, so should the pet grooming business owner. The information you gather may surprise you, and it will certainly help you to maintain a professional business. Client loyalty is built upon asking the opinion of your clients.

There are commercial sources of business forms for pet grooming businesses listed here. The book From Problems to Profits actually illustrates business forms as models and you can make your own!

Finally, there are a couple more steps to planning your career in grooming on the next page.