Episode 4 – The Client Is the Expert… on Their Own Dog
- Nathalie Ariey-Jouglard
- Jul 21
- 2 min read
As professionals, it’s easy to believe we know more than the client. And in many technical areas, we absolutely do: We understand grooming standards, coat types, tools, products, and technique.
But there’s one domain in which the client will always be the ultimate expert:
👉 Their own dog.
And that’s a source of knowledge we’d be wise to respect and listen to.
The Client Lives with Their Dog 24/7
We see a dog for one or two hours, maybe once every four to eight weeks. They live with that dog every single day. They know:
when their dog is in pain,
if they're tired or irritable,
when something smells different,
if a paw seems more sensitive,
if their behavior has changed since the last visit.
They pick up on small signs and subtle shifts often before we notice anything ourselves.
What We Think Is “Normal” Might Not Be
Let’s take an example: A dog is unusually anxious on the grooming table, despite having been calm during their previous visit. The groomer might assume: “He’s just a little nervous today.” But the client might say: “He’s been acting strange for the past three days—I think something’s bothering him.”
Or: A dog’s coat looks dull. The groomer assumes it's seasonal shedding. The client adds: “We changed his diet a week ago.”
👉 A key piece of information we would never have guessed.
How to Incorporate the Client’s Expertise Into Our Work
Ask Open-Ended Questions at Each Appointment
“How did the last grooming go for him?”
“Have you noticed any changes in his behavior or skin?”
“Is he scratching more than usual?”
“He seems a bit tense—does that feel new to you?”
Don’t Dismiss What the Client Shares
Even if everything seems fine, if the client flags a change, treat it as a clue, not a complaint.
Share Your Observations—But Don’t Overrule
You might say:
“I understand what you’re noticing, and here’s what I’ve observed.”
This creates dialogue, not opposition.
The Client-Dog Relationship Is a Goldmine of Insight
The more we work in partnership with the client, the more our grooming becomes:
precise,
individualized,
and aligned with the dog’s actual needs.
A dog is not just fur and claws. They’re a living being with a history, daily life, and emotional world.And no one understands that world better… than their human.
See you next Monday for Episode 5:
“Accepting Constructive Criticism (Even When It Stings)”
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