Planning Your Pet's Grooming Appointment: Why Timing Matters

1 00:00:00,330 --> 00:00:03,834 Hello. Welcome to the knowledgeable pet owner. We are here with Denise 2 00:00:03,882 --> 00:00:07,502 Heroux. Lisa Herbold, and I'm Chrissy Neumeyer-Smith. And this 3 00:00:07,556 --> 00:00:11,390 week we are talking about why appointment times 4 00:00:11,460 --> 00:00:15,262 are important. And we really want owners to understand why 5 00:00:15,316 --> 00:00:18,830 our groomers sometimes make the policies that they make. And 6 00:00:18,900 --> 00:00:22,586 let's just talk a little bit about that. Who wants to start? Guess that's 7 00:00:22,618 --> 00:00:26,146 me. I think what's some owners don't 8 00:00:26,178 --> 00:00:29,622 realize is a groomer makes 9 00:00:29,676 --> 00:00:33,254 appointments a certain way because we pretty 10 00:00:33,292 --> 00:00:36,694 much know how long it's going to take to groom a dog. And we 11 00:00:36,732 --> 00:00:40,086 schedule accordingly. We have it, especially 12 00:00:40,188 --> 00:00:43,866 shops with multiple groomers. It's like a 13 00:00:43,888 --> 00:00:47,578 puzzle that we have to put together all the time. And once 14 00:00:47,664 --> 00:00:51,134 one puzzle piece is broken or doesn't work, 15 00:00:51,252 --> 00:00:54,894 it kind of throws off the entire day. I 16 00:00:54,932 --> 00:00:58,506 know mobile, like Chrissy can talk, know mobile 17 00:00:58,538 --> 00:01:02,314 grooming or house call grooming. Denise has multiple 18 00:01:02,362 --> 00:01:05,300 shops, so I can't imagine the headaches that she goes through. 19 00:01:06,150 --> 00:01:09,506 But you're right, I love that you touch base on. It's like a 20 00:01:09,528 --> 00:01:12,530 puzzle, right? It's how I can 21 00:01:12,600 --> 00:01:16,306 structure. I have a support staff. We have bathers so 22 00:01:16,328 --> 00:01:20,006 that the groomers can focus on grooming and they don't get overworked. We have a 23 00:01:20,028 --> 00:01:23,846 receptionist so that we have better customer service. And 24 00:01:23,948 --> 00:01:27,362 it really is a puzzle. And it can get so 25 00:01:27,436 --> 00:01:30,790 easily thrown off with little hiccups. 26 00:01:30,950 --> 00:01:33,980 And typically our salon has 27 00:01:34,510 --> 00:01:38,314 anywhere between four to six groomers on 28 00:01:38,352 --> 00:01:41,994 staff each day, plus a support staff, which is like two to three 29 00:01:42,032 --> 00:01:45,726 bathers and a receptionist. And I know when to schedule my 30 00:01:45,748 --> 00:01:49,326 bathers. Based on that, I know how to schedule the 31 00:01:49,348 --> 00:01:53,122 groomers so that they can be the most efficient and be able to 32 00:01:53,176 --> 00:01:56,434 accommodate as many amazing clients as we can. 33 00:01:56,632 --> 00:01:59,954 Right. We want to be able to accommodate as many 34 00:01:59,992 --> 00:02:03,698 people in a proper way, so we don't want to 35 00:02:03,704 --> 00:02:07,526 just stack on a whole bunch and call it 36 00:02:07,548 --> 00:02:11,174 a day. We care about the time that our groomers have with 37 00:02:11,212 --> 00:02:14,982 the dogs and it's. Very go for it. 38 00:02:15,036 --> 00:02:18,714 No, go for it. Some shops are one in one where they 39 00:02:18,752 --> 00:02:22,570 only take in one dog and do the bath, the drying and the grooming 40 00:02:24,030 --> 00:02:27,654 all in a row. I know most shops kind of stagger 41 00:02:27,702 --> 00:02:31,434 things and the groomers are finishing a dog while 42 00:02:31,472 --> 00:02:34,942 another dog is getting dried, while another dog that just came in is getting 43 00:02:34,996 --> 00:02:38,570 bathed. So again, to use more metaphors, 44 00:02:38,650 --> 00:02:41,738 it's almost like a dance we're doing. We don't 45 00:02:41,914 --> 00:02:45,474 work on one dog all the way through. That gives 46 00:02:45,512 --> 00:02:49,346 us more opportunities to schedule more. And since 47 00:02:49,528 --> 00:02:53,154 we also have the support staff. We have someone bathing and 48 00:02:53,192 --> 00:02:56,760 while someone's drying and while the groomers are finishing. So 49 00:02:57,370 --> 00:03:00,774 one person who is 15 minutes late throws off that whole 50 00:03:00,812 --> 00:03:04,040 dance. And sometimes it throws off cage space, 51 00:03:05,210 --> 00:03:08,934 depending on how many dogs you planned on having there. And now 52 00:03:08,972 --> 00:03:12,586 one is late and it's overlapping with somebody else who had maybe a 53 00:03:12,608 --> 00:03:15,978 01:00 appointment. The overlap and stuff, I think 54 00:03:16,144 --> 00:03:19,820 it's really kind of a complex system that we have. 55 00:03:20,830 --> 00:03:24,494 Even if you're doing one on one, you're expecting like, okay, I need 56 00:03:24,532 --> 00:03:28,334 this dog to be finished, to be able to provide customer service for this 57 00:03:28,372 --> 00:03:31,898 dog to leave and another one to come in. And sometimes it's 58 00:03:31,994 --> 00:03:35,774 the interruption while grooming that can cause some 59 00:03:35,812 --> 00:03:39,566 interference there, too, because I don't just go out and, well, now I'm 60 00:03:39,598 --> 00:03:42,226 house call. But when I worked in shops, it's not like you just go out 61 00:03:42,248 --> 00:03:45,394 and go, great, same as last time. Bye bye. I want to talk to you, 62 00:03:45,432 --> 00:03:49,254 find out how things are going. But that ten minutes could be taking time away 63 00:03:49,292 --> 00:03:51,960 from a dog who is going home in 15 minutes. 64 00:03:53,290 --> 00:03:57,062 And it's amazing how much a groomer can get done in 65 00:03:57,116 --> 00:04:00,490 ten minutes. It could make or break a day. 66 00:04:00,560 --> 00:04:04,314 We can get an inordinate amount of work done in that little 67 00:04:04,352 --> 00:04:08,138 ten minutes. Yeah, that last ten minutes is the 68 00:04:08,144 --> 00:04:11,630 difference between perfection or his head's lopsided. 69 00:04:14,370 --> 00:04:18,126 But the idea that there are lots of different ways for groomers to 70 00:04:18,148 --> 00:04:21,806 structure their day. But we are planning on a certain amount of 71 00:04:21,828 --> 00:04:25,598 time. And I think what makes grooming different that a lot of our owners don't 72 00:04:25,614 --> 00:04:29,234 necessarily think about is that you are reserving a 73 00:04:29,272 --> 00:04:33,010 portion of a groomer's time. It's our hands 74 00:04:33,080 --> 00:04:36,834 on time, and that's really important because 75 00:04:36,952 --> 00:04:40,726 we only have so much of it. I am limited in how many hours 76 00:04:40,828 --> 00:04:44,566 I can spend grooming because there are only so many hours in the 77 00:04:44,588 --> 00:04:48,422 day, versus a product where we can say, well, we've got six 78 00:04:48,476 --> 00:04:52,220 on the shelf. You're not buying a product, you're buying services. 79 00:04:52,590 --> 00:04:56,186 And we have to think about how much work each groomer is 80 00:04:56,208 --> 00:04:59,946 doing, how much time they actually have. So I think that that's an 81 00:04:59,968 --> 00:05:03,614 important thing for owners to realize, too, that your dog might 82 00:05:03,652 --> 00:05:07,246 take longer, your dog might take less time, but 83 00:05:07,348 --> 00:05:10,910 the appointment times are really important because we're planning our day 84 00:05:10,980 --> 00:05:14,734 according to this weird time frame. I kind of compare it to 85 00:05:14,772 --> 00:05:18,338 trying to figure out how you're going to get Thanksgiving dinner on the 86 00:05:18,344 --> 00:05:21,758 table all at the same time. You've got like, that's 87 00:05:21,774 --> 00:05:25,266 true. On the stove, you've got an oven and a couple of crock pots, and 88 00:05:25,288 --> 00:05:27,574 who knows who else is going to come in? And you've got all these things 89 00:05:27,612 --> 00:05:30,454 and you're trying to time it so it's all on the table at the same 90 00:05:30,492 --> 00:05:33,890 time. And we do schedule in a little leeway 91 00:05:33,970 --> 00:05:37,186 because one hoop 92 00:05:37,218 --> 00:05:40,742 explosion, as I call it, sometimes that 93 00:05:40,796 --> 00:05:44,506 takes time to clean up, or maybe one dog's not in the 94 00:05:44,528 --> 00:05:48,058 mood and we spend a little extra time with them. So then 95 00:05:48,144 --> 00:05:51,966 throwing on top of that, as people are late for their appointments, that 96 00:05:51,988 --> 00:05:55,726 just adds more stress to an already stressful day. We 97 00:05:55,748 --> 00:05:57,680 work with live animals, so 98 00:05:59,970 --> 00:06:03,506 you add in the time factor, right? 99 00:06:03,688 --> 00:06:06,754 And then let's say we're a little behind, 100 00:06:06,872 --> 00:06:10,494 or let's say you're on your way to your grooming 101 00:06:10,542 --> 00:06:13,534 appointment, you're stopped by traffic and you're 102 00:06:13,662 --> 00:06:17,154 elevated and you're stressed. Your dog's picking up on that, too. 103 00:06:17,272 --> 00:06:21,094 So it also takes us sometimes a little bit longer. Not only are you 104 00:06:21,132 --> 00:06:24,774 late, then we also have to work with the dog to get 105 00:06:24,812 --> 00:06:28,154 them back into a more relaxed state. Because they 106 00:06:28,192 --> 00:06:32,042 are sentient beings. Right. We can't make 107 00:06:32,096 --> 00:06:35,850 them do things. We have tricks and tools 108 00:06:36,190 --> 00:06:40,010 and tips to use to hopefully bring that down, 109 00:06:40,080 --> 00:06:43,486 but not all the time will that work right away. 110 00:06:43,588 --> 00:06:46,974 So I know in our last episode when we were talking about 111 00:06:47,012 --> 00:06:50,442 puppies, I'm going to even do this for kittens and cats. 112 00:06:50,586 --> 00:06:54,178 We have a time period. The first 1015 113 00:06:54,264 --> 00:06:57,934 minutes, we actually let them decompress in our salon, 114 00:06:58,062 --> 00:07:01,906 and we have a feel away, which is 115 00:07:02,008 --> 00:07:05,782 pheromones that we use, and we put it on a towel and we let them 116 00:07:05,836 --> 00:07:09,590 get acclimated to our area. If someone is 1015 117 00:07:09,660 --> 00:07:13,286 minutes late and we're taking them, there is a 118 00:07:13,308 --> 00:07:16,614 really big possibility that at 15 minutes, we can 119 00:07:16,652 --> 00:07:20,374 accommodate that. 15 minutes is huge, and it's 120 00:07:20,422 --> 00:07:24,234 taking away that relaxation time, or it's cutting into 121 00:07:24,272 --> 00:07:27,914 the next person's appointment spot. So that location, we 122 00:07:27,952 --> 00:07:31,706 don't have multiple cats dropping off at one time or we're 123 00:07:31,738 --> 00:07:35,550 not stacking them. So we're banking on certain times because 124 00:07:35,620 --> 00:07:38,798 cats have to be done a certain way as well. 125 00:07:38,964 --> 00:07:41,600 And the less time, the better. 126 00:07:43,190 --> 00:07:46,658 I hate using the timer, turkey timers, but 127 00:07:46,824 --> 00:07:50,658 really, Mary, someone that 128 00:07:50,664 --> 00:07:54,194 I know, she uses another analogy, and it's like 129 00:07:54,232 --> 00:07:57,926 water, but you're adding more water, and it just depends on 130 00:07:57,948 --> 00:08:01,622 where their level already started at. So if you're adding water, 131 00:08:01,676 --> 00:08:05,030 the overflow point, and then you're adding trigger. 132 00:08:06,090 --> 00:08:09,722 Trigger stacking. Yeah. I love it. But 133 00:08:09,776 --> 00:08:13,066 those 1015 minutes can be huge. We have 134 00:08:13,088 --> 00:08:16,826 to watch for those things. But that is part 135 00:08:16,848 --> 00:08:20,474 of our time. And this is our career, this is our job, 136 00:08:20,592 --> 00:08:24,166 this is our livelihoods. And those little 137 00:08:24,208 --> 00:08:27,966 hiccups can make or break our day, too. Yeah. So as a 138 00:08:27,988 --> 00:08:31,566 house call groomer, and I used to work on a grooming van, so I can 139 00:08:31,748 --> 00:08:35,274 relate to that, too. Sometimes house call groomers and grooming 140 00:08:35,322 --> 00:08:38,740 vans will give you a between this hour and this hour time 141 00:08:39,750 --> 00:08:43,314 between these times. Because they're trying to efficiently go from house to 142 00:08:43,352 --> 00:08:46,982 house. They're giving themselves a little bit of wiggle room. If a dog is 143 00:08:47,036 --> 00:08:50,294 having a harder time or is maybe extra dirty, something like 144 00:08:50,332 --> 00:08:53,874 that. But the idea is that you're 145 00:08:53,922 --> 00:08:57,734 still, as an owner, responsible for being there for 146 00:08:57,772 --> 00:09:01,606 those times, for that start time. That's part of what we're 147 00:09:01,638 --> 00:09:05,114 reserving for you and you are agreeing to. And that's really 148 00:09:05,152 --> 00:09:08,406 important because as a house call groomer or a mobile 149 00:09:08,438 --> 00:09:12,022 groomer, the chances of us being able to replace 150 00:09:12,086 --> 00:09:15,870 your grooming if we get to your house and no one is there 151 00:09:16,020 --> 00:09:19,822 is zero. We're just out that money. We just are not working 152 00:09:19,876 --> 00:09:23,478 those hours, whatever it was that we had reserved for you. And you're 153 00:09:23,514 --> 00:09:27,154 negative. You're negative because you drove there. 154 00:09:27,192 --> 00:09:30,818 So you have your gas, you have the time, 155 00:09:30,904 --> 00:09:34,740 everything. So you're actually in the negative if. You show you actually spent money 156 00:09:35,190 --> 00:09:37,240 instead of made money for nothing. 157 00:09:39,210 --> 00:09:42,982 And even in a shop environment, often we 158 00:09:43,036 --> 00:09:46,518 talk about, well, if you give us some notice, and that's where we're going to 159 00:09:46,524 --> 00:09:50,306 start talking about some of the policies that you might encounter at grooming shops. 160 00:09:50,418 --> 00:09:54,006 But sometimes they're like, listen, we need two days. We have a waiting 161 00:09:54,038 --> 00:09:57,818 list. A lot of groomers have a waiting list. And if you give us 162 00:09:57,824 --> 00:10:01,386 a couple of days notice, we can pull someone from that waiting list. 163 00:10:01,568 --> 00:10:05,150 But if you just don't show up or you call us the day before, 164 00:10:05,300 --> 00:10:08,814 we might not be able to fill that spot. And the 165 00:10:08,852 --> 00:10:12,526 frustration, I think, for a lot of groomers that they're not good at voicing for 166 00:10:12,548 --> 00:10:16,386 owners to understand. So owners, this is what they're trying to say. If I 167 00:10:16,408 --> 00:10:19,998 have 40 hours a week to groom and I have a waiting 168 00:10:20,014 --> 00:10:23,602 list and a full book, but I'm still not making 40 hours 169 00:10:23,656 --> 00:10:26,740 of money, that affects the bottom line. 170 00:10:27,670 --> 00:10:30,966 I'm not actually being allowed to work 40 hours. And you might think, well, my 171 00:10:30,988 --> 00:10:34,326 one dog isn't a big deal, but if it happens with four dogs in a 172 00:10:34,348 --> 00:10:38,140 week, that's the difference between working full time and part time. 173 00:10:39,310 --> 00:10:43,002 And I want to throw out there, I've done the math because I have 174 00:10:43,056 --> 00:10:46,506 so many groomers. One dog a 175 00:10:46,528 --> 00:10:50,378 day, five days a week for 50 weeks, because I'm going 176 00:10:50,384 --> 00:10:54,186 to put in there that groomers are taking off and having vacation 177 00:10:54,298 --> 00:10:57,886 for that one groomer. I want to say, when I did 178 00:10:57,908 --> 00:11:01,614 this, it was our base price for a small dog, which 179 00:11:01,652 --> 00:11:05,330 at the time was $60, and it 180 00:11:05,400 --> 00:11:08,658 equates to $12,000 per 181 00:11:08,744 --> 00:11:11,620 groomer in revenue every year. 182 00:11:12,390 --> 00:11:15,838 And that's just one groomer, and I have four to six. 183 00:11:16,024 --> 00:11:19,334 So imagine their income and 184 00:11:19,532 --> 00:11:22,834 the healthy aspect of our business to be able to keep our doors 185 00:11:22,882 --> 00:11:26,534 open. So that's a huge number. When you think about 186 00:11:26,572 --> 00:11:30,314 that. That's $12,000 a year per groomer. And 187 00:11:30,352 --> 00:11:33,994 that's for a small dog. That's not a large dog. So it's only 188 00:11:34,032 --> 00:11:37,674 one dog. It adds up because it's not just one 189 00:11:37,712 --> 00:11:41,526 person. And groomers get paid a variety 190 00:11:41,558 --> 00:11:45,278 of ways, but even if they are hourly, the business 191 00:11:45,364 --> 00:11:48,970 isn't making the money it was supposed to if it was fully booked. 192 00:11:49,050 --> 00:11:52,458 Imagine being fully booked and turning people away and putting them on a 193 00:11:52,484 --> 00:11:56,254 cancellation list and still not making payroll 194 00:11:56,302 --> 00:11:57,700 the way you're supposed to. 195 00:12:00,230 --> 00:12:04,062 That's the frustration. So a lot of groomers have started doing cancellation 196 00:12:04,126 --> 00:12:07,334 policies where either if, you know, 197 00:12:07,372 --> 00:12:10,902 show, you pay full price, and 198 00:12:11,036 --> 00:12:14,658 I haven't had to do that in my business, but I'm very small and I'm 199 00:12:14,674 --> 00:12:18,358 house call, and my owners are epically awesome. So I 200 00:12:18,364 --> 00:12:22,214 haven't run into it yet, but it does make sense. And I know sometimes owners 201 00:12:22,262 --> 00:12:25,866 are a little bit like, why would I pay if I didn't go? But you 202 00:12:25,888 --> 00:12:29,238 reserved that time. It's a time reservation, 203 00:12:29,414 --> 00:12:32,734 and you might be charged full price for that time 204 00:12:32,772 --> 00:12:36,526 block. And every service industry these days 205 00:12:36,628 --> 00:12:40,314 is doing it. I have piercings, 206 00:12:40,362 --> 00:12:43,678 and if I go to my piercing place to even just shop, I have to 207 00:12:43,684 --> 00:12:47,506 make an appointment and they will charge me up to $10 if 208 00:12:47,528 --> 00:12:50,306 I don't show up because that could have been a space for someone else who 209 00:12:50,328 --> 00:12:54,178 could have purchased something. And so even when I 210 00:12:54,184 --> 00:12:58,014 do it for my nails, I'm signing off. I missed my massage 211 00:12:58,062 --> 00:13:01,814 today because I had to work and I had call offs, and guess 212 00:13:01,852 --> 00:13:05,526 who had to pay for it? I did, because I couldn't make it 213 00:13:05,548 --> 00:13:09,082 to, and that shouldn't affect the person who's doing it. 214 00:13:09,216 --> 00:13:12,380 So it's definitely a more normal thing now, 215 00:13:13,950 --> 00:13:17,686 but it's popping up everywhere and it's 216 00:13:17,718 --> 00:13:21,534 because it's a time thing. You're buying time. You're not buying the 217 00:13:21,572 --> 00:13:25,294 service, you're buying the time. We'll say 218 00:13:25,412 --> 00:13:28,926 most groomers are on commission, usually 219 00:13:29,108 --> 00:13:32,846 around 50%. So just think, even if you don't show up 220 00:13:32,868 --> 00:13:35,754 with a small dog, that groomer is out 221 00:13:35,812 --> 00:13:39,506 $30 for that one day. If it's a 222 00:13:39,528 --> 00:13:42,898 bigger dog, say it's $100 dog, they're out $50. 223 00:13:43,064 --> 00:13:46,550 That would be like someone going up to you and saying, hey, I'm taking 224 00:13:46,620 --> 00:13:49,350 these $30 out of your paycheck. 225 00:13:50,890 --> 00:13:54,546 You did nothing wrong. But I don't 226 00:13:54,578 --> 00:13:58,380 feel like paying this, so I'm not going to pay it. So 227 00:13:58,990 --> 00:14:02,566 it hurts the groomers. We were paid by commission. 228 00:14:02,758 --> 00:14:06,554 Well, I think, too, a lot of Americans don't understand the 229 00:14:06,592 --> 00:14:10,234 small business aspect. Small businesses are 230 00:14:10,272 --> 00:14:13,974 just really different than a large corporation. Like, oh, 231 00:14:14,032 --> 00:14:17,646 well, somebody didn't show up, so I got to take a late lunch break or 232 00:14:17,668 --> 00:14:21,514 something. I don't work in an insurance company. I don't have a desk 233 00:14:21,562 --> 00:14:25,362 job. The idea that I'm here at work with 234 00:14:25,416 --> 00:14:29,122 not enough to do, but I'm here, and 235 00:14:29,256 --> 00:14:32,786 I want to make money, and I had it lined up to make money, and 236 00:14:32,808 --> 00:14:33,810 now I can't. 237 00:14:36,470 --> 00:14:40,278 Some of these businesses, the fees have all gone up because 238 00:14:40,364 --> 00:14:44,022 our prices have gone up. Our shampoo costs during 239 00:14:44,076 --> 00:14:47,838 COVID everything went up. A lot of that has to do with the packaging 240 00:14:47,874 --> 00:14:51,610 and the shipping and all those things for our shampoos, but everything 241 00:14:51,680 --> 00:14:55,290 has gone up. And small businesses struggle differently 242 00:14:55,870 --> 00:14:59,482 than what most people realize. I still tell 243 00:14:59,536 --> 00:15:02,378 people, they're like, oh, it must be nice to go away whenever you want. I'm 244 00:15:02,394 --> 00:15:05,840 like, yeah, I'm a house call groomer. I cannot make money whenever I want. 245 00:15:08,770 --> 00:15:12,240 If I'm not working, I'm not making the money. Right? 246 00:15:13,010 --> 00:15:16,606 Yeah. I think people forget that that's the groomer's 247 00:15:16,638 --> 00:15:20,114 life. We're not working. We're not making money. Well, that's small 248 00:15:20,152 --> 00:15:23,666 business. If your kids dance class, if 249 00:15:23,688 --> 00:15:27,318 nobody shows up to dance class and you don't get paid for that 250 00:15:27,324 --> 00:15:30,902 dance class, that dance studio is eventually going to go out of business if people 251 00:15:30,956 --> 00:15:33,320 just disregard those times. 252 00:15:34,730 --> 00:15:38,422 What if it takes 15 people in a karate class to make that class 253 00:15:38,476 --> 00:15:41,820 happen every week and to keep that facility open? 254 00:15:42,190 --> 00:15:45,322 So we have to think about the small business aspect in a lot of ways, 255 00:15:45,376 --> 00:15:48,714 the small business aspect is really important to think 256 00:15:48,752 --> 00:15:52,298 about. Yes. Those fees 257 00:15:52,474 --> 00:15:56,106 and stuff is not to punish anybody. It's 258 00:15:56,138 --> 00:15:59,646 to help sustain a healthy business, to make sure that we're keeping our 259 00:15:59,668 --> 00:16:03,186 doors open so it's not a punishment for 260 00:16:03,208 --> 00:16:06,834 owners. It is literally for us to be 261 00:16:06,872 --> 00:16:10,580 able to service the way that we want to service the community. 262 00:16:11,670 --> 00:16:15,410 Yes, absolutely. And those fees can be waived 263 00:16:16,470 --> 00:16:20,134 usually if somebody is not home and I get to their house, my first thought 264 00:16:20,172 --> 00:16:23,766 is, is everybody okay? And I'm glad that's the way I think because a couple 265 00:16:23,788 --> 00:16:27,302 of times there has been like, somebody was in the hospital or something happened, 266 00:16:27,436 --> 00:16:29,846 and I'm like, well, of course I'm not going to charge you, but most of 267 00:16:29,868 --> 00:16:33,706 my customers were like, I'll pay. I'm sorry. I'm like, you were 268 00:16:33,728 --> 00:16:37,146 in the hospital. Like I said, my customers are 269 00:16:37,168 --> 00:16:40,974 awesome. But the idea that I can waive that, listen, 270 00:16:41,012 --> 00:16:44,750 it wasn't your fault. Something happened. Rescheduling happens. Things 271 00:16:44,820 --> 00:16:48,494 come up. But do remember that we are basing our 272 00:16:48,532 --> 00:16:52,094 entire day's workload on your dog being 273 00:16:52,132 --> 00:16:55,666 there when we expect them. Does that about wrap it 274 00:16:55,688 --> 00:16:59,250 up? Yeah, I think that's good. 275 00:16:59,400 --> 00:17:03,058 I think that's good. So I guess the big takeaway is when you're 276 00:17:03,064 --> 00:17:06,914 making your appointments, please make sure they're in your calendar. Make sure 277 00:17:06,952 --> 00:17:10,534 that you remember when they're going to happen. If your dog is really 278 00:17:10,572 --> 00:17:14,134 dirty or something or extra tangled, please let us know 279 00:17:14,252 --> 00:17:17,558 so that we know to make enough time for that so that your dog can 280 00:17:17,564 --> 00:17:21,094 be completed. And just keep in mind, we don't have these 281 00:17:21,132 --> 00:17:24,470 cancellation fees and policies and stuff to make your life hard. 282 00:17:24,620 --> 00:17:28,194 Correct. So I hope you enjoyed this episode of the knowledgeable 283 00:17:28,242 --> 00:17:31,818 pet owner again. That was Denise hero Lisa Herbold, and I'm Chrissy 284 00:17:31,834 --> 00:17:35,246 Neumayer Smith. And come to us with all of your questions. 285 00:17:35,428 --> 00:17:35,786 Bye.