Composing Grooming Salon Policies
Composing relevant salon policies is vital for any grooming salon. Anticipating problems and queries can help you and any employees handle unusual or difficult situations and normal day-to-day operations more easily.
Ideally, it is best to devise these procedures before you open your doors to customers, but you can create policies for your salon at any point, even if your business has been set up for years. What is most important, however, is to document your procedures thoroughly in writing. Keep a record of this anywhere that is relevant, including on your salon computer, in any employee handbooks, on your website, and displayed near the till so customers can review and understand them too. Remember when composing policies that these are guidelines only, and may need revision periodically.
Areas to Consider
- Payment methods. What types of payment will you accept – cheque, credit card, cash? Will you offer any discounts and if so, for who/what? You should also have a clear price list displayed in your salon, including any potential additional charges, and you should consider a returns policy if you also sell products.
- Hours of operation. Determine what your opening hours will be and stick to them whenever possible. Also draw out guidelines for when you will accept telephone calls from customers outside your opening hours, and how long you intend to take responding to any email or text queries. You should also consider a policy for late collections.
- Safety. It is important to notify customers if you use muzzles, nooses, cages or drying cabinets when grooming. You should also ensure that you receive the vaccination records of all new customers, and encourage owners to explain any pre-existing medical conditions at the start of each grooming session. It is also important to highlight your right to refuse a badly behaved or aggressive dog, or any dogs that are too heavy or large for you to handle safely.
You should also consider policies for the following concerns:
- Cancelled appointments, late arrivals or no-shows – will you charge or refuse repeat offenders?
- Parasites and fleas – will you groom an infested dog? If so, will you offer a flea treatment or charge extra?
- Excessive matting – what will your standard policy be with this? Will you charge extra or offer a clip off for example?
- Unsatisfied customers – how will you handle this? You could perhaps offer a discount for genuinely unsatisfied customers, but ensure you determine a time limit on complaints – for example, that complaints must be made within seven days of the grooming session.