Episode 3 – The Listening Mistake: When the Groomer Hears… But Doesn’t Really Listen

You’ve probably experienced this: you leave a conversation thinking you understood everything, only to realize later that it wasn’t quite what the other person meant. In grooming, this happens more often than we admit.The client gives an instruction, the groomer thinks they got it and yet the result doesn’t match the expectation.

In many cases, the issue isn’t poor execution… but poor listening.

Hearing Is Not Listening

There’s a big difference between:

• Hearing: receiving words.

• Listening: understanding the intent, reading non-verbal cues, reformulating, asking questions.

In grooming, communication is often rushed. A client drops off their dog with a quick instruction like:

“I want it short, but not shaved!”

And here’s where misunderstanding creeps in:

• To the client, “short but not shaved” = visible coat, soft feel, no bald patches.

• To the groomer, “short” = 3mm blade, clean and neat.

Same words. Two different visions. One disappointed client.

Why Listening Is Hard (Even for Pros)

There are several reasons:

• Time pressure: when the schedule is full, speed feels necessary.

• Routine: we think we’ve heard this request before and don’t dig deeper.

• Mental overload: managing dogs, tools, hygiene, delays, phone calls…

• Sometimes… professional overconfidence: “I know what I’m doing; I know what looks best.”

But true listening means slowing down just enough to be present and ensure clarity.

How to Avoid Listening Errors

Rephrase the Client’s Request

Example:

Client: “I don’t want it too short.”Groomer: “Okay, would you like to keep about 2–3 cm on the body, like last time?”

Rephrasing helps:

• Clarify expectations,

• Detect mismatches,

• Build real collaboration.

Use Photos or Visual Aids

When a client struggles to explain, show:

• Style examples,

• Photos from their last visit,

• Or pause mid-groom: “Shall I stop here or go a little shorter?”

Ask What They Don’t Want

Often, it’s easier for clients to express dislikes:

“I don’t want him to look shaved!”“I hate when the legs are too skinny.”“Last time, the muzzle was too short.”

These clues are valuable and often more specific than vague preferences.

But What If the Client Isn’t Clear?

It happens. Some clients:

• Aren’t sure what they want,

• Don’t know how to describe it,

• Change their mind from one visit to the next.

Still, showing that we care, that we’re trying to understand, and that we respect their opinion makes a big difference.

Active listening won’t guarantee perfection,But it almost always guarantees the client will feel heard and that builds loyalty.

In Summary

Hearing isn’t enough.Truly listening means:

• Understanding the words and the intention,

• Confirming choices together,

• Preventing frustration.

In a relationship built on trust, it all starts with listening. And the best groomers aren’t the ones who blindly obey but those who understand, guide, and respect.

See you next Monday for Episode 4: “The Client Is the Expert… on Their Own Dog”