Customer Service is one of the most important aspects of our industry. It’s also where many groomers fall short. You don’t need to cave to unreasonable demands to have good customer service.

Let me throw some statistics your way:

  • It can be up to seven times more expensive to get a new customer than it is to keep a current customer

  • Negative interactions spread to two times as many people as positive interactions

  • Ninety-six percent of unhappy customers will not complain, while ninety-one percent will simply never return

  • A customer who is dissatisfied will tell 9 to 15 people about their bad experience. In these days of social media that’s exceptionally easy to do

  • Dissatisfied customers require costly support. Resolving issues for unhappy customers is expensive, particularly if they require not only your time, but your money for veterinary bills. Every time a customer contacts you because of an issue with the groom, it costs money because it costs time. Handling problems well will reduce your monetary output

  • It takes as many as 12 good experiences for a business to make up for a single bad one, just one mistake has the ability to drive customers away and cost your business a lot of money

But at the same time, increasing customer retention by five percent can increase your profits up to 125 percent.

But, what if you could spend 2 days learning the and tricks that will help you to keep that customer despite you telling them no and then still have them then rave about how you cared for their pet. And enough time to watch the recordings. Then, the Customer Service Summit should not be missed! It will be held live on Sunday, October 16th and Monday, October 17th starting at 9AM current Pacific Time. Live workshops are closed captioned and transcripts will be provided for the recordings. Upon request, transcripts can be provided in other languages.

On Sunday, October 16th, Anjie Coates will be teaching 3 workshops:   Customer Service And Customer Relations, DIY Holiday Gifts For Clients, and Creating Culture For Your Salon. Followed by Enhancing The Customer Experience Through Enrichment Grooming with Samantha Neitzke-Palya, and All Those Red Flags with Mary Oquendo.

On Monday, October 17th, we’ll start with Cover Your Rear with Misty Gieczys, How To Get Client Testimonials with Mary Oquendo, and round out the day with First Responders: Online Reviews, as well as Effective Client Communication with Melissa Jepson.

For a complete workshop description and schedule:

I Bet You’re Wondering How To Register. You have 2 Options.

If you have a Pawsitive Educational Training Summit membership, you do nothing. You are automatically registered and you get 6 weeks to watch the recordings. Don’t have a membership, then grab one at


Don’t want a membership. Then you can buy this single summit at $109 until September 16th and then the price goes up to $147 and have 3 weeks to watch the recordings.

Customer Service Summit
Contact Information