Why a salon’s “good positioning” does not equal quality
We have spent many years building a service where the outcome is predictable and the experience is relaxed and enjoyable for dog and human. To test how a client feels in an “average” salon with a nice signboard, we conducted a simple experiment: our employee, whom no one knows by sight, signed up at another grooming salon for a full grooming package for a Yorkshire Terrier with hygiene treatments and the additional treatments of teeth brushing and paraanal gland cleaning. She clearly stated the expectations: lengths, shapes, accents, showed a photo reference and specified the details – where to leave longer, where to make shorter, how to design the head, ears and paws. She came to the salon with a child and her own dog – exactly as real clients come.
How the reception was held
At the start everything looked encouraging: the groomer was attentive, asked clarifying questions, photographed the dog “before”, repeated key wishes. Unfortunately, this is where the professionalism ended – the routine with no control system began.
The result that destroyed us
Instead of a clearly coordinated set, we received work that did not correspond to the order at all. Shape, lengths, neatness and hygiene procedures – everything was not as agreed. It felt like there was a lack of standards and quality control, and minimal attention to detail. Bottom line – wrong look, wrong level of service and an unpleasant aftertaste instead of the expected joy. Emotionally, it hit the whole family: instead of a peaceful return home, we left the salon upset and disappointed.
Service that hurts more than a crooked line
The worst part isn’t even the result. The worst part is the attitude when giving it back. The groomer gave the dog and, without making eye contact, went to pour food somewhere on the side, said something to herself under her nose – and that’s it. No final examination in front of the client, no “let’s check if everything is as you asked”, no recommendations for home care or schedule for the next visit. The child who saw his Beloved cried – because it’s not at all what was asked for. And the dog is not young – 10+ and both our employee and her child know perfectly well how it should look like, because it is not the first time they cut the dog in salons. Our employee did not organize a showdown just there, because there is a child, and we, in principle, are not of those who find out the relationship on raised tones. But the fact remains that the promised “premium” in reality is not supported by either processes or service culture.
Why this happened – a systematic analysis of errors
The root of the problem is not a “bad hand” but a lack of standards. When there are no clear protocols – the foreman is guided by memory and general feeling, not by parameters or standards. When there is no “diagnosis – approval – test cut – main work – quality control – presentation of the result” stage, the client gets a surprise. When there is no final appointment culture, the person goes home with questions rather than answers. When the concept of “teeth cleaning” is not diluted into “home hygiene,” “superficial salon work” and “veterinary procedure,” there is a risk of traumatizing gums and ruining trust. When the para-anal glands are cleaned “for a tick” rather than as needed and with prior explanation, the dog gets unnecessary stress. And when grooming is perceived as a “get it done fast and give it away” rather than a service with a human face, any pretty advertising becomes hollow.
How it should be: the V.O.G DOG SALON standard step by step and why it saves from “surprises”
How it is built at us
We have built a system, not “just promises of perfection”. Every branch operates under the same rules, every handyman is trained internally, and every step from call to post-visit support is documented.
Intake and diagnosis
Everything starts with a short but informative diagnosis: skin, coat condition, tangles, paw pads, ears, groin areas, teeth. The groomer records the dog’s behavioral traits, triggers, previous experience, tolerance to blow dryers and brushes on the dog’s chart. If there is a child – we explain how to organize the time so that both the dog is calm and the baby is comfortable. If the client asks to clean the paraanal glands, we first assess the presence of indications: odor, discomfort, mucus on the coat. If there are no symptoms, we explain why a routine “just do it” is not a good idea and agree on a solution.
Brief in numbers, not in generalities
We go beyond “short/longer”. We fix lengths in millimeters (with a ruler) or attachments, agree on the shape of the head, cheeks and ears in photo references and words, show transition lines with a finger. We make a test cut in an inconspicuous area, let the owner touch and see how the coat lies after brushing. Only after that we start the main work.
Technique of the complex
Washing – professional shampoo for the type of wool and conditioner, be sure to rinse thoroughly so that no film remains on the skin. Drying – pulling through the coat with directional control, otherwise no haircut will look clean. Body – evenly, without “steps”, with a check against the light and a control pass with scissors to close the line. Paws – expose the geometry of the “post”, checking symmetry on the table and on the floor. Head – comfortable “puppy” circle without overloading the cheeks, ears – clean line without fringe, whiskers – at will, but without unnecessary removal so as not to irritate the skin. Sanitation – delicately, without “shaved funnels” so the dog can sit and move comfortably. Claws – to a safe boundary with polishing of the tip to avoid burrs.
Oral hygiene is a safe area of responsibility
We honestly separate the concepts. Mild plaque and tongue/cheek hygiene – yes, gently and without trauma, with special products and attachments, plus recommendations for the home.
Paraanal glands – only when indicated
If there is itching, discomfort, “riding” on the butt or odor – we work carefully and explain to the owner what we are doing. If there is no indication – we do not touch, because unnecessary manipulation sometimes creates a problem where there was none. This rule is the same for the entire network.
Quality control and presentation of the result
Before handing over we do a control inspection: we run our hand against the hair, look at the lines in the mirror, illuminate the side light to see the “steps”, look from different angles. Then – presentation in front of the client: we show the body, paws, head, ears, explain how to keep the shape between visits, what works best at home for this dog – brush, comb, spray. We ask if everything is satisfactory, if something can be adjusted. If the client wants something different, we adjust it here and now. This is the moment when a person feels respected, not “just take it away”.
Communication without accidents
Administrator and groomer speak the same language of service: greeting at the entrance, calm tone, short pauses for the client to add a thought, anchor phrases for the child, if he is near. On delivery – eye contact, a sincere “thank you”, a suggestion for the next date, recommendations for home care in a comfortable format. If something is wrong – we have a quick fix procedure and a transparent rule “it’s better to redo it today than apologize tomorrow”.
Uniform standards in all salons of the network
V.O.G DOG SALON network works on a common methodology: training of masters with certification, internal master classes, maps of dogs in CRM, photo-report “before/after”, quality control by the head of the shift. Any of our salon in Kiev will repeat the same quality result, because we do not rely on random talent, but on a clear technology with attention to detail.
Conclusion: What we learned from the experiment
With our experiment we got confirmation of what we believe in: beautiful advertising, a good location and the right words at the reception are not yet service. And if you’ve ever walked out of a salon feeling resentful about your dog – come, we’ll show you what the supposed quality looks like with no excuses and no surprises.
Where there is no dog card, agreed lengths, test cut, correct hygiene, check inspection and respect when handing out – there is no service. At V.O.G DOG SALON, these things are mandatory, so we quietly take responsibility for the outcome and for your family’s mood after the visit. That’s how we turn grooming from a “risk” into predictable best results.
