6 way to Improve Professionalism and WHY you should make it happen!

Definition ...Professionalism is a skill or behavior that goes beyond what an ordinary person would have or behaving in a more formal or business-like manner.

1. An example of professionalism is a lawyer who shows the skill customary for an attorney.
2. An example of professionalism is a business person who is dressed in a suit and tie, has good manners and shows good business sense.

Let's talk about professionalism and why it is important in our industry. If you look back at the history of pet grooming. Way back when, grooming was carried out by the servants and slaves and done in a back room , barn, or on the street. It has been a slow process but we have come a long way, baby. Today pet parents want and appreciate quality, value and safety for their pets. To be competitive pet business owners have to embrace professionalism and exude it in all areas of their business.

 Gone are the days of “shops” in the back room, grooming in T shirts and ripped jeans, smelly, hairy, dirty grooming areas. With the humanization of pets in our society , pet parents seek out professionalism in the services they need for their pets. To leave a lasting impression on your clients, suppliers, industry peers, you need professionalism. With professionalism pet parents are confident you have the skills and knowledge to perform the services requested and are willing to pay top dollar for those services.

So we really need to step outside of ourselves and our businesses and look at our business through an outsiders eyes. Small, subtle improvements can go a long way. Ask friends or clients to give you feedback. Take that feedback constructively and make some changes and upgrades. It is about the behavior you exhibit and the manner in which you conduct yourself in business. Here are some things to look at when you are assessing your pet business for professionalism.

 1. Appearance...Is the place you conduct business clean and aesthetically pleasing? Does it smell good, or smell like wet dogs and moldy towels? Is the entrance clear and inviting? Do you and your staff have uniforms? Does everyone come to work looking nice, or like they just got out of bed? Put yourself in the customer's shoes. What do they see coming into your front door? Appearance also goes to your marketing materials, website, social media. Take the time to review these and make sure your message is clear , concise and consistent and are representative of your brand, who you are. First impressions are everything.

 2. Attitude…. Be grateful for your clients. They pay for your services so you can pay your bills. You are the expert in the field but that does not mean you need to be rude or condescending. Take the time to educate your clients. Be polite, well spoken. Use language they will understand. Have clear policies and procedures in place so misunderstandings are kept to a minimum. Your clients will respect you and appreciate you more by setting boundaries and treating them with respect. The same goes with your employees. Do not speak to them in a condescending manner. Leaders lead by example. Your leadership should reflect confidence, not arrogance. Create an employee handbook to minimize misunderstandings and layout expectations. Have a mission statement for the business so everyone knows the culture you are trying to create.

3. Being Reliable…. Customers expect us to know how to get the job done correctly and safely. As a professional you respond to people and follow through on what you promise. Having a check in procedure with a head to tail check list will open a line of communication and understanding, with the client, about the job at hand. Clarify all the details. Spending an extra 5 minutes with the client at check in builds trust and loyalty. Exceed expectations when at all possible. Leave that coat longer than expected. Get that pet done quicker than usual. Do something special like an accessory ,report card, or take a cute photo. Small efforts like these create fabulous lifetime clients who will tell the world about you. 

4. Competence...A professional groomer strives to be as good as they can be. They are not complacent and think they know it all. They look for educational opportunities for themselves and their staff. They constantly improve and strive for excellence. Let the world know about these efforts. Groomers who think they know it all are dying a slow death. Once you stop learning you die.You can share an employee’s certification or a company trip to a trade show. Through social media, email, newsletter or a sign on your front counter, let your clients know how you are striving to be the best you can be. This extra continuing education will present itself as confidence to your team and clientele. 

5. Keeping your cool ...Every once in a while we are presented with an unhappy client. How we deal with these situations are very important. Understand that the client is upset about something whether you agree or not. Put your emotions aside, listen and compromise. Use positive language, state your position in a calm manner, clear and to the point. Losing your cool in a tense, stressful situation will do nothing but diminish your credibility and reputation.

 6. Owning responsibility…. Accountability is part of being a professional. If a mistake is made, own it and try to make amends. Blaming someone or something else is not the answer.. If your salon makes a mistake resolve it, learn from it and move on. Mistakes are opportunities to learn. How can you prevent this from happening again in the future? Mistakes help you grow and be a better business person and you will gain more respect by how you handled the situation. 

These are some quick points on improving professionalism. We could dive deep and dissect each one in much more depth but that would make for a very long blog post. Being a professional pet business owner you help the industry gain and grow the respect we deserve. In turn we can grow our businesses and demand the prices that other skilled professionals do. The clients will pay for those services because that is what the new generation of pet owners expect. I would love to hear comments and opinions on what you believe professionalism in the pet industry and how you achieve it. 

Thanks for reading!