Times are current Pacific Time. www.TimeAnd Date.com if you don’t know what that is in your time zone.

Sunday, October 16th

9 AM

Customer Service  And Customer Relations with Anjie Coates

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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. You do need to know the tips and tricks that will help you to keep that customer despite you saying no and have them then rave about how you cared for their pet.
We care for animals in this business, but we also must care for their owners, and in order to do so we must recognize that the need is there. I will show you simple solutions to universal problems, and how to make the customer feel that you not only care for their pet, but you care about them as well. That care is the cornerstone of a prosperous business.
I will teach you how to create an atmosphere of trust, understood expectations, and lifetime customers. This is a PGC approved course.

10:30 AM

DIY Holiday Giveaways with Anjie Coates

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Holidays are a wonderful time to show our customers how much we appreciate their business. We can do this without a huge expense and doing so can be a lot of fun for you crafty groomers. I will give you some great ideas for a number of holidays that will cost you very little and will endear your customers to you forever.



12 Noon

Creating Culture for Your Salon with Anjie Coates

Length 1 hour

What does creating culture in your salon mean? We hear that all the time, “creating culture”, is it just a buzzword?  How do we go about doing that? How do we know what kind of culture we want in our salon?
Once we have an idea of what we want, how do we go about setting this into motion? How do we get employees on board and how do we continue creating this culture with our clients? I will walk you through all of this step by step, so that “culture” in your salon is no longer a buzzword, it becomes a reality.



1:30 PM

Enhancing The Customer Experience Through Enrichment Grooming with Samantha Neitzke-Palya

1 hr

Adding enrichment grooming to your pet care facility enhances not only the experience for the pet in your care but the owner’s journey at your salon as well.  In this session we are going to talk about how an enriching grooming environment leads to better customer relationships, more 5 star reviews, and how this contributes to your marketing and advertising budget. 





3 PM

All Those Red Flag with Mary Oquendo

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Mary will help you recognize and develop a plan of action for dealing with 10 common red flagger human clients, along with 2 pet red flags.





Monday, October 17th

9 AM

Cover Your Rear with Misty Gieczys

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How to be proactive with talking with customers about things that can happen after grooming. Prepare them for what to expect their pets visit at the groomer. This class will help to mitigate a lot of ached that can happen after the service has been performed.





10:30 AM

Client Testimonials with Mary Oquendo

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Testimonials convey enthusiasm for and trust in your services. They come straight from your customers’ mouths or keyboards. And because they come from an unbiased third party, testimonials work well as less aggressive sales pitches, yet they still drive home key selling points. Learn how to easily get those testimonials and get the most from them.





12 Noon

First Responders: Online Reviews with Melissa Jepson

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Many business owners well understand the frustration of having their perfect 5 star rating tarnished with a one star review. As we become a more online based society, reviews and reputation are extremely important to protecting the overall health and reputation of your business. Many potential clients choose you based on what your reviews say. This class will tackle how to be classy and professional with the right verbiage at the tips of your fingers.





1:30 PM

Effective Client Communication with Melissa Jepson (2 hours)

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Do you dread the term “puppy cut”? Have you ever been frustrated with a bad review or an unsatisfied client? It’s common for requests on both sides to get lost in translation. In today’s competitive market, being proficient in communicating well with your client base translates into happier customers, satisfied repeat business, and more money in your pocket overall. In this class, we will become versed in how to ask the right questions, make the right requests, and phrase interactions professionally to smooth out conversational bumps for a more fulfilling experience overall.