Episode 2 – The Mistakes We Downplay… But the Client Immediately Notices

Nathalie Ariey-Jouglard
Jul 7
2 min read

In the busy rhythm of a grooming day, we sometimes overlook small details. We tell ourselves it’s nothing, that it won’t show, or that the client probably won’t notice. And yet…

Sometimes, it’s exactly those “little mistakes” that the client notices right away. Not because they’re picky or in bad faith, but because they see things with fresh eyes, without the fatigue or routine we professionals often accumulate.

The Client’s Eye: A Ruthless Radar

Clients may not have our expertise, but they do have one powerful advantage: they remember the “before”. They see their dog every day and will immediately notice:

an unusual head shape,
legs shorter than usual,
one ear looking uneven,
a lingering odor,
or a coat that stays greasy or tangles too fast.

What we consider “normal” or “minor” might feel like a major change to them—and a reason for dissatisfaction.

Common Mistakes That Groomers Downplay… But Clients Don’t

1. Damp Coat Underneath

A coat that feels dry on top but remains damp at the root may lead to:

unpleasant smells within hours,
itching or irritation,
the impression of sloppy work.

2. Neglected Finishing Touches

A missed nail, a tangle behind the ear, a tear stain not cleaned…To us: a small oversight.To the client: a sign their pet wasn’t treated with care.

3. Shorter Cut Than Expected

Even if we had to go short due to matting, an unexpected result can trigger anger or disappointment if not explained in advance.

4. Persistent Odor Despite the Bath

Clients expect a clean and fresh-smelling dog. A subtle natural scent or incomplete drying may feel like “the dog wasn’t washed properly.”

Why Do We Downplay These Things?

Several reasons:

End-of-day fatigue.
Pressure to be quick and efficient.
Habituation: we stop noticing small flaws.
Overconfidence: “I know what I’m doing; the client won’t notice.”

But minimizing means ignoring the client experience. And in a business based on loyalty, every impression matters.

How to Avoid These Situations?

Create a Visual Checklist

Take 30 seconds before returning the dog to the client to check:

Clean eyes, ears, paws.
Even cut?
Fully dry coat?
Pleasant scent?

Proof Your Work Like a Text

Just as we proofread text for typos, we should “proofcheck” our grooming work.

Anticipate and Communicate

If something won’t be perfect (short cut, partial dematting, etc.), say it beforehand. A forewarned client is less likely to be shocked—and more likely to be understanding.

In Summary

The little things we overlook are not so little in the eyes of our clients. And often, they determine satisfaction, loyalty… or a lost client.

Taking time to double-check, explain, and polish every grooming job is more than professionalism—it’s a sign of respect. And clients feel that. Instantly.

See you next Monday for Episode 3: “The Listening Mistake: When the Groomer Hears… But Doesn’t Really Listen”