What to watch out for
- 1Use the pet's name when the owner does.
- 2Don't make health or medical claims about skin, coats, or behavior. Suggest the owner check with their vet if they're concerned.
- 3Offer a free touch-up appointment privately when the style didn't match the request.
Example replies
Fresh summer cut
5 starsWaffles came home looking like a little teddy bear. He was wagging the whole time!
Reply
Teddy-bear Waffles is the cutest! We loved having him in, especially with all that wagging. Thanks for trusting us with your pup, and see you both next time.
Why it works: It uses the pet's name and is joyful and specific.
Cut shorter than asked
3 starsNice and clean, but they took her ears much shorter than I asked.
Reply
Thank you for the feedback. We're glad she's clean and comfy, and we're sorry the ears weren't what you asked for. Please call us to book a complimentary touch-up, and we'll add your style notes to her file.
Why it works: It gives credit for the positives, offers a fix, and prevents a repeat.
Long wait at pickup
2 starsSaid 2 hours, ended up being 5. My dog was stuck there all day.
Reply
We're sorry. Five hours is far longer than we quoted, and we understand you were worried. We should have called to update you. We're changing how we schedule larger breeds so our time estimates are accurate.
Why it works: It acknowledges the owner's worry and gives a specific scheduling fix.
FAQ
What if an owner thinks their pet got hurt?
Reply briefly, express concern, and ask them to call you right away. Discuss the details privately and suggest they contact their vet.