08/24/2026
Buckle in this is long. I don’t discuss everything that happens behind the scenes at the salon, but I did have an experience today that really highlighted why our policies are structured the way they are.
I had a new client scheduled for an appointment. Since I had never met her or her dog before, I had not only reserved the necessary grooming time, but also additional time for an initial consultation to discuss her expectations, her dog’s health and history, handling needs, and other important information.
When she did not arrive for her appointment or contact me, I waited 13 minutes past the scheduled start time before reaching out and letting her know that, at that point, I would no longer be able to accept her dog that day.
She called me back and explained that she did not have the salon’s address and had only briefly looked at the location online over the weekend. By the time I was able to return her call after finishing with another client on the phone , it was already well past the appointment time, and she still had not been able to locate the salon.
At that point, she said she would simply reschedule. I explained that because we operate strictly one-on-one, we do not simply reschedule appointments when a client does not show up or arrives too late to reasonably complete the appointment. This policy is clearly outlined in our policies and is agreed to at the time of booking.
She expressed that she felt our business model was unusual and that this was not how she believed it should work. I explained that a one-on-one grooming salon operates very differently from a high-volume salon. There are no walk-in services, extra dogs being groomed simultaneously, or other appointments that can simply be moved around to make up for an unexpected absence. When a client does not show up, that appointment time and the income associated with it are lost. The only alternatives would be to shift other clients’ appointments, work later than scheduled, or otherwise disrupt the schedule—and even then, the original lost time cannot necessarily be recovered.
She mentioned that she has traveled all across the country and has never encountered a policy like ours. While I understand that different salons operate differently, that does not make our policies unreasonable. Every business has the right to establish policies that support its particular operating model, and ours are designed specifically around providing individualized, one-on-one care.
Ultimately, what concerns me most is not simply that a mistake was made. Mistakes happen. It is the expectation that I should make an exception to a clearly stated policy after the appointment was missed and the blatant disrespect when I explained why we have our policies.
I also have to consider the kind of client relationship I want to establish moving forward. When someone’s first interaction with my business involves disregarding the appointment time, not being prepared with the location, and then asking me to make an exception to policies they agreed to, it gives me important information about whether we are likely to be a good fit long-term.
My policies are not in place to be difficult or inflexible. They exist to protect the time, income, and experience of every client who respects their appointment and whoever is on staff. Being consistent with those policies is part of being fair to everyone—not just the person asking for an exception.
