Groomer to Groomer August 2021 by Barkleigh Productions

“THE GROOMING INDUSTRY’S TRADE MAGAZINE!” VOL. 40 ED.8 • AUGUST 2021

WWW. GROOMERTOGROOMER .COM

TUTORIAL: AIREDALE TERRIER TRIM

THE REAL

COST OF CLEAN IS HOME-BASED

GROOMING

RIGHT FOR YOU?

OU IS R T E Co A L AM m L e H on E R by E !

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CONTENTS | AUGUST 2021 FOUR CONCEPTS FOR A

by Malissa Diener

Naturally Healthy Salon

10 by Khris Berry

Hosler: Living the 5–By–5 (Rule)! 6

Hansen: House Cat VS Outside Cat

Conner: Is Home–Based Grooming Right 14 for You?

Tutorial: Airedale Terrier Trim

PetQuest Contest Results 20 Classifieds 64 Icons: Joey Villani 26 New Products 64 Integrated Payment Systems 34 Show Schedule/Industry Events 66 David: Invisible Infections

THE REAL COST OF

Barkle

‘N Shine:

THEY LOVE DOGS (AND IT SHOWS)

by Jen Phillips April

“THE GROOMING INDUSTRY’S TRADE MAGAZINE!” VOL. 40 ED.8 • AUGUST 2021

WWW. GROOMERTOGROOMER .COM

TUTORIAL: AIREDALE TERRIER TRIM

Kathy Hosler Daryl Conner Khris Berry Jonathan David Deborah Hansen Dr. Cliff Faver

THE REAL

COST OF CLEAN IS HOME-BASED

GROOMING

RIGHT FOR YOU?

Jennifer Bishop-Jenkins Blake Hernandez

ON THE COVER:

AIREDALE TERRIER TRIM TUTORIAL Copyright August 2021. Groomer to Groomer is published monthly by Barkleigh Productions, Inc, 970 West Trindle Road, Mechanicsburg PA 17055. Postmaster: Send change of address to Groomer to Groomer c/o Barkleigh Productions, Inc., 970 West Trindle Road, Mechanicsburg PA 17055. Annual U.S. subscription rate $25. Outside U.S. $79. year, surface rates. Groomer to Groomer is free to current Barkleigh Productions, Inc. customers. No part of this publication may be reproduced without written permission of the publisher. Editorial offices: 970 West Trindle Road, Mechanicsburg PA 17055. (717) 691–3388 FAX: (717) 691–3381 Email: info@barkleigh.com

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

by Kathy Hosler

It was Friday and I had six pets to groom. They were all good dogs who come in on a regular schedule. My plan was to be done by 2 p.m. and get an early start on the weekend. When I put the first pup in the tub, I was horrified to discover that I had no water.

one. Not a drop. The water for my salon is supplied from a well with a submersible pump. If the pump itself had gone bad, I knew it would be time consuming and expensive to replace. I called the “pump repair guys” and got their voicemail. I left a message giving them a rundown of my predicament and then I waited for them to call me back. My immediate concern was for the six dogs waiting for their baths. But having no water also meant that I wouldn’t be able to brew my much needed coffee, or even flush the toilet. To me, there are few things worse than a stressful situation over which I have no control. So, even though I could not fix my water issue, just do-

ing nothing was not an option. I had dogs that needed bathed and it was up to me to “git–r–done.” So, I quickly devised a plan. My friend Lorrie has several mobile vans. I hoped she could lend me one of her rigs so I could wash the dogs. I gave her a call. Her husband, Ron, answered the phone and I told him my tale of woe. “Not a problem,” Ron said. “There is a unit here that is not in use. I’ll bring it right over and lend you a hand.” A short ten minutes later, Ron pulled into my lot and came in to get the first dog. Just then, my phone rang and it was the pump repair guys. They said they were on their way and would be at my salon in five minutes—and

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they were. They soon diagnosed my problem and said, “This is your lucky day. You’ve got a bad capacitor in the control box, but it’s a quick fix.” They replaced the capacitor and I was back in business. Ron graciously volunteered to continue to bathe dogs for me, and the rest of my day went flawlessly. I was finished and out of the salon by 2:45 p.m. What began as a very bad morning had a good ending, in part because I didn’t allow a stressful situation to overwhelm me. Through it all I remained calm and did everything I could to minimize the problem. Many groomers find themselves overwhelmed by anxiety and stress every day. To some it has become the

If it’s not going to matter in

FIVE YEARS, don’t spend more than

FIVE MINUTES being upset about it now.

norm. Contributing factors such as fatigue, insomnia, health and financial concerns, relationship issues, etc. may magnify stress until it becomes unmanageable. Unfortunately, stress is an unavoidable reality of life. But one of the keys to successful stress management is the way you react to it. Stress can bring out the worst in a person and allow you to overreact to common situations. Do you become irate if napkins aren’t included with your order at the drive–thru? Do you instantly blow your top if another driver cuts you off in traffic? Other than putting yourself in a bad mood all day, what do these outbursts of anger accomplish? Absolutely nothing. Some of the best advice I was

ever given was to live by the “Five by Five” rule; “If it’s not going to matter in five years, don’t spend more than five minutes being upset about it now.” Try it the next time someone complains that you “shaved” their matted dog and then demands a refund. A refund? No way. Not happening. Why would you reward a neglectful owner for letting their pet get in such bad shape? Instead, without raising your voice, calmly pull out the pelt you removed from their dog and also the matted pet release form you had the owner sign at drop–off and say to the owner, “You agreed, that because of his extensive matting, your pet would have to be clipped short

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

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today. And, as we also discussed, if we put him on an every–four–week schedule to be groomed, we will be able to leave his hair any length you want.” Collect your fee, and if they don’t want to re–schedule, wish them well and send them on their way. Case closed. Don’t let a bad client ruin your day. Do your best then move on. It isn’t always easy, but once you start following the Five by Five rule, you can quickly let go of many things that used to really stress you out. We have all heard of secondhand smoke, but did you know that you can experience secondhand stress through the people around you? An employee or co–worker who complains about work and obsesses about their spouse, kids or in–laws all day long is very distracting, and can absolutely affect everyone’s productivity. And, whether they work with you or are in you personal life, just being around toxic people and their constant drama is anything but pleasant. Who else brings stress into your life? You only have to look in the mirror to answer that question. Why do you let your car get all the way to empty before you put gas in it? Or wait until the last minute to do your taxes? How many times have you allowed someone to talk you into squeezing an extra dog into an already full day? How much unnecessary stress do you heap on yourself? No matter who or what causes it, everyone has stress. Some people allow it to overwhelm and control them, while others control a lot of their stress by following the Five by Five rule. It can make a huge difference. Try it for yourself. &

Don’t let a bad client ruin your day. Do your best then move on. It isn’t always easy, but once you start following the Five by Five rule, you can quickly let go of many things that used to really stress you out.

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

FOUR CONCEPTS FOR A

Naturally Healthy Salon E by Malissa Diener e

ow do you feel when you walk into your shop? Even if you are not the owner, what are your thoughts when going into work? Your thoughts are energy. They permeate everything around you and inside of you. Too many groomers hate where they work. They dread going in to an overcrowded, loud, chaotic work place. How can we change this? Being healthy encompasses many different things, but your feelings of healthy are what affect everyone and everything around you. People ask each other all the time, “How do you feel?” “What are your feelings about this?” We say, “I have a gut feeling” or “I’m just not feeling it.” Feelings are energy that we transfer through our actions, deeds and words. The

Groomer to Groomer • Vol 40 Ed 8 • August 2021

Being healthy encompasses many different things, but your feelings of healthy are what affect everyone and everything around you. environment we are in also affects how we feel.

CHROMATHERAPY Chromatherapy is the science of how color can affect emotions. Large advertising companies use this science to influence you into buying their products. Restaurant owners consider color when designing their bars and dining areas. Hospitals, supermarkets and spas also do this. What does your work environment look like? Are the colors

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used conducive to good feelings? Are the walls bright and cheery? Or is it run down and in need of a facelift? Are the colors soothing or are they energetic? Dogs can’t see color like humans do; however, they are influenced by our energy. If our environment makes us feel annoyed or depressed, the dog is going to feel out of balance with its own energy and act out in many ways. You will feel out of balance also. If you are a business owner, consider changing or updating the color

scheme of your shop. Paint is the most inexpensive and easiest way to change your shop’s appearance. In addition to uplifting your groomers’ energy, it will uplift your clients’ energy when they come through the door as well. If you are a groomer, look to work in bright–, soothing– or relaxing–colored salons. See how you feel when you walk through that door for the first time. Colors of smocks and aprons are also visual clues to our brains that things around us are in balance or in chaos. Color is important.

Dogs and cats smell things at a much deeper level than humans. Scent travels through their bodies, setting off many different instinctual behaviors.

AROMATHERAPY Aromatherapy is the science of using scent to influence how you feel. We also can use it as a tool for behavior modification. How does your salon smell? Not just when you open in the morning, but throughout the day? Are you using heavy perfumes in candles and sprays, and strong–smelling disinfectants? Scent is a strong indicator to our brain if something is good or bad. This links back to our cave man days. We see something, we smell it, and if it smells pleasing, we are happy and want it. Smells that are abrasive to our senses make us “turn up our nose” and walk away. Which do you want for your business? Dogs and cats smell things at a much deeper level than humans. Scent travels through their bodies, setting off many different instinctual behaviors. What feelings do you want to illicit from both the pets and the people that visit your shop? You must consider both as they are both inhabiting that space. Natural scents that are light and clean should be used, not strong or overpowering. Diffusing essential oils that are highly diluted will give your groomers, customers and yourself

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feelings of wanting to be there. You are not trying to mask over smells; you are creating a healthy environment to breathe in.

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What does it sound like in your salon? Is it nice and calm, even if a few of the dogs are barking? Is there music playing softly in the background? Are the groomers talking happily with clients and soothing to the pets? Is your salon the opposite of all this? Humans and animals will shut down when their environment is too loud and hectic. What do you want to bring out in your staff and clients when they are in your shop? People who feel calm and safe are open to suggestion. Animals are the same way. Part of our job is to influence people to buy our service and also work for us. Are you creating that? Groomers, are you working in that type of atmosphere?

HYDROTHERAPY Water is life. It is a precious resource that we often forget about. When we offer water to someone, it breaks the ice, so to speak. Keeping your staff and pet customers hydrated with cool water available at all times is important. When you are dehydrated you are cranky, hot and lethargic—not to mention thirsty. Staying hydrated also keeps your mind sharp, your eyesight keen and your body nimble. In addition, small fountains make a wonderful calming sound in your reception area. Adding small Beta or goldfish tanks to your decor will have a soothing effect on all that see them. Healthy is a journey. Healthy is a way of life. People that want to be healthy make healthy choices for themselves and their pets. Stress, chaos and frantic work places are not good for anyone—two–legged or four. We owe it to ourselves and the customers that we serve to create (or work in) a healthy environment. &

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by Daryl Conner

HOME-BASED

GROOMING RIGHT FOR YOU?

Every morning as I am tidying the kitchen, planning what I am going to cook for supper and enjoying a cup of tea, I think, “Oh, I need to go to work.” Then I take 12 steps, open the door to my front porch and say to myself, (delightedly!) “I’m at work!”

ver the course of my career, I have groomed at veterinary practices, brick and mortar groomer shops, a kennel, and have even done house–call and mobile grooming. I learned much from each experience but have to say that this final chapter of home–based grooming is everything I dreamed of—and more! I am not alone in loving this grooming–from–home lifestyle either. Scores of groomers across the U.S. have opened grooming shops in their homes, and love working this way. Shannon Bishop says, “For the first time ever I have a solid work/ life balance. I’ve been grooming for 11 years. Home–based for two. I have

the ability to be there for my kids, schedule however I want, and actually see the people I care about because I’m not spending 10+ hours working for someone else every day. My mood is better, my clientele is better. It’s just very freeing.” Home–based groomers also list the following as bonuses of operating their business this way: • No time lost commuting • Reduced business expenses • The ability to design a schedule that works for them • A relaxed work environment, which is appreciated by the groomer and the pets • The option to choose which

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pets they want to work on (For instance, I only work on pets 50 pounds and under.) • The freedom to schedule time off as desired • A gap in the schedule, last–minute cancellation or a late pick–up allows time to tend to a chore, care for their own pets or just relax in comfort until the next pet arrives or the owner picks up their pet. The small list of negatives include: • Pet owners that let their dogs soil your property and don’t clean up • The occasional owner that does not respect the privacy of the homeowner and listed business hours

Check with your homeowners insurance to make sure your private insurance will not be affected by a business on the property.

• The chance of contaminating your property with fleas, ticks or other parasites. In order to get started with a home–based pet grooming business, here are some suggested steps to take: • Check with your local government to make sure your property is zoned to allow a business. • Follow all local guidelines for signage, parking and noise ordinances. • Ideally your business will be in an area of your home that is separate from the living space. Some home–based groomers work out of converted garages, outbuildings or a room that has its own entrance. • If the bookkeeping side of running a business is not your forte, consider hiring an accountant to help you manage this aspect. • Arrange for appropriate professional insurance for your business. • Check with your homeowners insurance to make sure your private insurance will not be affected by a business on the property. In order to make your grooming space functional and practical, here are some ideas to consider: • Make sure to have excellent ventilation. Pet grooming creates a lot of humidity so a serious vent fan is necessary in most climates. • You will need appropriate climate control for your part of the world. I am in chilly New England, so in addition to installing a lot of insulation, we also had a heater put in. Since we only have a handful of oppressively hot days each year, a portable air conditioner is all we need. • Figure out how many electrical outlets you will need, then put in lots more. I thought I went over-

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board putting in outlets, but still find myself wishing for more than I have. • Talk to your electrician about putting in a few dedicated plugs for tools that draw a lot of amperage, like high velocity dryers. • Good lighting is important. Make sure you have enough lighting that you can really see the pets you are working on, even on cloudy days or late winter evenings. I put in recessed ceiling lights, and after a few years had my electrician come back and add a few more. • Consider a washer/dryer set just for pet laundry. With washing/drying all those towels, you will be glad you did. • Put some thought into installing walls that can take high

moisture without being damaged. Most home–based groomers have bathtubs designed for pet grooming installed, but even so, water gets splashed about with reckless abandon during bath time so you’ll want to be sure your walls can withstand the moisture. • Appropriate flooring is important. I started out with painted wood floors. They looked great, but every few years I had to empty the studio, scrub, sand and repaint them. I finally put down industrial grade linoleum. It looks good, cleans like a dream and I wish I had done it from the start. Successful home–based groomers will tell you that in order to be able

to enjoy your home business, you will need to be firm about setting up some guidelines. Post your hours clearly, make sure the business entrance is clearly marked and separate from private areas, and only answer your phone during business hours. It can be tempting to be “on duty” all the time, but that is a sure way to develop burnout and begin to resent your customers. The motto, “Begin as you wish to continue,” is a good one. Think about how you want to balance your home and work life and set your plan into action from the start. Then join the many groomers who have no commute, low overhead and a job designed just the way they want to work. Home–based is great! &

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2021 CONTEST RESULTS

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INTERVIEWS WITH THE ICONS

by Jonathan David

Joey Villani Joey Villani is one of the most recognized professionals in our industry.

is devotion to grooming education dates back to being a graduate and eventual owner of the Nash Academy grooming school in NJ. And education has continued to be a focus and passion of his as he partners with Barkleigh Productions to bring us the renowned, international, yearly grooming trade show event, Intergroom. His contributions to the grooming industry have been immense. Working to fight negative legislation against groomers and his many partnerships with leading brands have helped propel pet grooming to the professional level we see today. I was fortunate enough to chat with Joey and get to know him a little bit more. Jonathan: Hi Joey, you and I go way back. Let’s take a walk down memory lane. You were a judge on Animal Planet’s Groomer Has It when I was a contestant many moons ago. It was a great experience and the first reality television show about pet grooming. What effect do you feel it had on public perception about pet groomers? Joey: I think it had a great impact on the general public. It’s funny, but if you didn’t have a pet that you had groomed, I believe most people didn’t

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even realize this was a legitimate trade. The show brought awareness, professionalism, care and compassion, and showed the fun side of this wonderful profession. Being a school owner at that time, I noticed that a lot more people wanted to get involved in professional pet grooming, and a lot of it was due to the reality of the show and the strong market of pet grooming because, at that time, we were going through a recession. Pet grooming almost seemed to be a little more recession proof. Jonathan: After doing the show, you affectionately became known as “The Dogfather.” How did you get that name and what other pet–related film or television projects have you been a part of since then? Joey: Actually, the name “The Dogfather” came from a gentleman named Hal Abrams. Hal was the

producer of a nationally syndicated radio show called Animal Radio which I became the grooming expert on from 2008 to present. He started calling me “The Dogfather” because of my north New Jersey accent and my Italian background. The Sopranos had just come out, so I think it just fit. I did a lot of pilots for shows that never really made it, and I also did a lot of television morning shows, like Good Day New York, Good Morning America, Mike and Kelly, and a host of others. The thing I’m most proud of that never made it was called Groom School, which was based on the Nash Academy life. Jonathan: Being “The Dogfather,” you’re also a highly respected leader in our industry and you always present yourself as a professional. How important do you feel it is for pet groomers to project a professional image?

Joey: Thank you for the kind words and I love this question because pet groomers are a unique bunch—I don’t think I have to tell you this. We are very creative, we get our feelings hurt quickly and we take a lot of pride in what we do. Because of this, I sometimes feel it’s easy to come out of your professional element and let your emotions take over. One of the reasons why most people will see me in a suit and tie at an event is not just because I want to dress nice, but it also helps remind me that in order to be taken seriously you have to carry yourself in a certain way. I’m not saying that I am better than anyone, because I’m not—matter of fact, sometimes I am my own worst enemy—but when I put that suit on, it just keeps me in check. And I think it’s really important for most groomers, when they put on their

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

Gurney is 39 years old. She is definitely a handful as she will go in your drawers and throw your clothes on the floor, open up cabinets and help herself to whatever she wants, command attention and all kinds of mischief.

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smock or grooming attire, to represent in the most professional way possible because they are taking care of man’s best friend, and, in most people’s lives, besides their children, their pets are the most important things in the world to them. So I feel we need to represent ourselves in a professional manner for the comfort of our client. Jonathan: I couldn’t agree more. Your love for animals doesn’t stop with dogs, you’re the pet parent to quite a tenacious Umbrella Cockatoo. I’ve seen some of your videos. What’s your bird's name and what’s it like living with her? Joey: Her name is Gurney. Yes, Gurney. I am not very fond of the name, but she was six years old when I got her and was already named. Gurney is 39 years old. She is definitely a handful as she will go in your drawers and throw your clothes on the floor, open up cabinets and help herself to whatever she wants, command attention and all kinds of mischief. Believe it or not, three years after having her, I developed asthma from the bird. Umbrella cockatoos have a powdery coating on their skin that many people become allergic to, and I was one of them. The doctor told me that I needed to get rid of this bird or I will suffer my whole life. This bird is extremely bonded to me and there was no way that I was going to do this to her. I did suffer, but as time passed on, after about 30 years, I no longer have the symptoms. She’s definitely the smartest pet that I’ve ever had. Jonathan: Besides catering to your feathered friend, you help to put on one of the most famous trade shows in our industry, Intergroom, which was actually my very first show experience. How have you seen our industry shows evolve and improve over the years? Joey: I have been going to pet grooming tradeshows since 1980. I don’t think there has been a year

since 1980 that I didn’t attend at least one. What’s funny about this question is that I liked the camaraderie of the groomers more back in the early days. The shows had a lot more international groomers—mainly because many of the other countries did not have grooming events and would travel to the US—so when the show would end, the nightlife would begin and groomers from all over the world would get together and have a few drinks, talk about the trade, talk about their family, and just spend some real quality time with people that lived hundreds and maybe thousands of miles away. That still happens, but it’s more on a national level than an international level now. I can remember one year at Intergroom, it was a packed lobby full of pet groomers from all over the world and someone started to sing the national

anthem. The next thing you know, each country of groomers started to sing the national anthem of the country they represented. I believe I counted at least 17 different national anthems. It was one of those memorable nights. Besides that, the education, the standard of grooming, the outstanding equipment and products of today are much better, and I only see this evolving in a positive direction as this industry is still very untapped. Jonathan: Speaking of Intergroom, I’m thrilled that in–person shows are finally coming back. After being on hold due to COVID–19, what exciting things can we expect from Intergroom this year? Joey: Unfortunately because of the pandemic we had to cancel the event twice. We are looking forward to having it this October, which is a change from the normal April date, but

we wanted to make sure that we can have the event. We plan on following all safety precautions and measures that are required to keep people and pets safe. We will have the individual Intergroom grooming World Championship and the very popular Mentor competition where groomers are actually mentored by top professionals while they are in the ring competing to help develop their eye and give them a more comfortable feel of what the competition ring is all about. Intergroom will also have the popular Creative and Runway competitions along with some nighttime festivities so groomers can mingle together and have a good time. Jonathan: Sounds amazing. I know everyone is excited to get back to the shows, and it sounds like Intergroom will be a hit! Thanks for the chat and I’ll see you at a show soon! &

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

GROOMING BUSINESS BASICS

by Khris Berry

THE REAL COST OF

When you think of a pet service business, you probably imagine clients and pets coming and going, payment for services, and perhaps even happy employees providing those services.

miling faces and wagging tails are the hallmarks that many people use to measure their pet service business success. But, there is another important cornerstone which can be an early indicator of success in the pet services industry: your cleanliness and sanitation. Let’s explore how these are tied to your success and the real costs of sanitation, as well as how to manage those costs within your business. Smalltown is an example com-

Groomer to Groomer • Vol 40 Ed 8 • August 2021

munity right in the center of the United States. There are enough people to justify several fast food chains, a couple of super stores and even a mall for shopping. Each family has 2.4 children and 1.3 pets which allow for enough business for several grooming salons, vets and overnight boarding facilities to thrive. The groomers in Smalltown are busy, and have bustling salons with ringing phones and plenty of clients; yes, at least half of those clients are doodles. GroomertoGroomer.com

Marcy’s salon sits on the East end of Main Street and has four full–time groomers, all of which stay booked out several weeks and make a good wage. They show up each morning, skip lunch, work furiously to finish their clients’ pets and leave exhausted each night. Over time, the pace of business begins to show not only on their bodies and faces, but the luster of the salon wears off as well. Broken dryers accumulate as does dog hair on every surface. The ever–present “dander/dust/

grey fog” settles on every surface— and the groomers vow to clean it at the end of the month. The average ticket price per dog at Marcy’s salon is $62 dollars per groom. Meanwhile, on the North end of Main Street, Darcy’s salon has four full–time groomers who are all booked out as well. Darcy’s employees book a limited number of clients each day, make sure they stop working for lunch and leave at the end of their scheduled shifts. They are also responsible for cleaning and disinfecting not only their immediate work stations, but share in the responsibility of cleaning every area of the salon daily. The salon looks tidy each day and is tidied and cleaned again each evening. The average ticket price per dog at Darcy’s salon is $84 per groom.

THE BASIC MATH BEHIND CLEANING Darcy’s salon earns $32 more each day than Marcy’s salon. However, her groomers spend less time grooming dogs and some of their work time is spent on other endeavors such as cleaning. Do you want YOUR salon featured in Groomer to Groomer magazine? Tell us why you should be the next Salon Spotlight! Email Rebecca@barkleigh.com

LET’S DO THE MATH… Marcy’s Grooming: 4 groomers x 8 dogs each x $62 average ticket per dog = $1,984 total daily revenue Darcy’s Grooming: 4 groomers x 6 dogs each x $84 average ticket per dog = $2,016 total daily revenue That means that Darcy’s salon earns $32 more each day than Marcy’s salon. However, her groomers spend less time grooming dogs and some of their work time is spent on other endeavors such as cleaning. And that is the basic math behind cleaning. Here is a list of pros to keeping a cleaner facility as well as speed bumps you may encounter along the way:

PROS OF A CLEAN SALON: • Customers will identify a cleaner shop with better care for their pet. • Clean equals a more professional image. • Clean equates to safety; you can assess risk and reduce the trans-

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

Clean equates to safety; you can assess risk and reduce the transmission of infectious disease or illness to animals and humans by maintaining a cleaner work space.

mission of infectious disease or illness to animals and humans by maintaining a cleaner work space. • Groomers take pride in spaces that are clean and professional. • You can use the additional time saved from grooming fewer dogs not only for cleaning, but for other important tasks such as record keeping and continuing education.

PITFALLS TO THE CLEAN PLAN: • Groomers may want to leave once their last pet of the day is finished. Set a solid workday schedule and stick to it. • Manage the cleaning projects; know who is accountable for which area. • Don’t be tempted to fill the

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

In short, most people are in favor of a cleaner salon. Clients, pets and employees all benefit from this necessary hallmark. Finding the time, desire or reason to maintain cleanliness is often the most difficult task of all. Clean salons know that cleanliness draws clients. Beware of becoming “blind” to your surroundings; sight, feel and smell all can attract or detract from a client’s experience. In the story above, Darcy’s grooming employees groom less pets yet could enjoy similar wages, but are spending their work day differently than Marcy’s grooming employees. Finding the cost of clean and how to balance it is a key to a great pet service business plan. &

I hereby authorize the use of photos and/or information relate d to my pet’s expe rience at this establishment. I understand my pet may be used in publications inclu ding electronic, audio visual, promotion al literature, adve rtising, community prese ntations, letters to area legislators, medi a and/or in simila r ways. My consent is freely given as a public service without expe cting payment.

This simple form with space for client’s pet name, client’s name and signature is designed to make it clear to the pet parent their pet’s photo will be shared on social media.

extra time with extra dogs; you are short–changing your business and your clients if you do. • Some people do not know what clean looks like, so be prepared to teach them your standard.

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SAVING GROOMERS TIME AND RESOURCES

t’s not uncommon to find a groomer wearing multiple hats on the job, including handling the payment process for the services they’re delivering. Especially at smaller businesses, a groomer might check their customer in after greeting them at the door, and then close them out at the register after the service is complete. Though it may all be in a day’s work, navigating their business’s finances likely isn’t the reason groomers started a career in pet care. At best, processing payments is another

task on an already busy to–do list. At worst, it’s an unwanted and unnecessary stressor amid an already lively line of work. Delivering an efficient payment process is an increasingly important aspect of the employee experience. Employees, too, are bearing witness to the consumerization of most industries; meaning they are aware of the technological conveniences that could make their jobs easier and more enjoyable. To retain their valuable employees—and support their productivity—pet business owners can’t

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overlook improvements to the payments process in favor of other areas of business. In addition to enhancing the employee experience, modernizing payments stands as the gateway to modernizing small business operations to appeal to the modern customer; however, flashy POS systems aren’t all it takes to satisfy customers’ rising expectations as the world rapidly becomes more digital. As a solution, business owners can turn to an integrated payments system to ease the burden on employees so that

they can get back to doing the work they love—grooming—and deliver a stronger customer experience. For business owners used to completing transactions with only a cash register and a siloed credit card machine, the concept may sound complicated; however, the setup is simple. The payment system communicates with all other critical software that your business uses—so your credit card processing terminal, POS and even your business management software are all integrated—and then reconciles the sale with inventory and payroll. Here’s how an integrated payments system can save pet business owners time and resources, and win their customers’ loyalty as a result.

Groomers work hard for their paychecks, but with dated payment equipment, owners might be shortchanging both themselves and their team.

PUT MORE MONEY IN STAFF’S (AND YOUR) POCKETS Groomers work hard for their paychecks, but with dated payment equipment, owners might be shortchanging both themselves and their team. To start, manually tallying sales with a cash register or reconciling bank statements is not only time– consuming, but it increases the risk of human error. For example, a groomer trying to check a customer out quickly before their next appointment might accidentally enter the cost of a service as $28 instead of $82, resulting in a significant revenue loss they might not realize until the customer is gone and the employee no longer has access to their credit card. To ensure more accurate transactions, owners can connect their POS to a pre–priced service menu so that employees only need to select the services they completed and the system will automatically tally the cost. Third–party credit card processors can be another sinkhole for sales. Even if a processing company

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Integrated credit card processors oftentimes feature lower fees, which can equate to hundreds if not thousands of dollars saved each year. Especially as businesses overcome pandemic– related financial strains, every dollar counts. originally quoted the business owner at a rate they agree with, the owner may still be paying more than that if the customer is paying over the phone (when the card isn’t present), or if the owner is processing a transaction that qualifies for an additional fee—up to 30 cents more in some instances. Integrated credit card processors oftentimes feature lower fees, which can equate to hundreds if not thousands of dollars saved

each year. Especially as businesses overcome pandemic–related financial strains, every dollar counts. In addition to helping groomers retain as much of their sales as possible, an integrated payments system helps them encourage tips once services are complete. For many pet businesses, gratuity serves as a major source of income, but— especially after the pandemic—customers may not be as willing or able

GBpaw-2021-Aug-GroomersBest.pdf 1 6/24/2021 4:29:18 PM

to tip as before. A recent survey1 of small business owners found that only 53% of respondents say customers tip their employees as often as before the pandemic, with 27% revealing that customers even tip less often now. When looking for a payments solution, owners should check if it includes tipping prompts at checkout, which suggest that customers add either a percentage or pre–de-

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termined value to their order with a single click. The easier it is for customers to tip, the more likely they are to do so.

ENHANCING THE CUSTOMER EXPERIENCE Employees and business owners aren’t the only ones who benefit from streamlined payments processing. With an integrated system, groomers can store credit card numbers on file so loyal customers can breeze through the checkout process instead of re–entering their information every time they visit. Additionally, having credit cards on file allows businesses to easily charge for no–shows or cancellation fees so that they are still compensated for services they had scheduled. Businesses looking to keep cards on file should first do their research

on vendors’ compliance standards. If a system is PCI compliant, that means its developers have taken the necessary measures to keep the personal information entered into it—like credit card numbers—safe. The ability to handle payments quicker not only leads to service that is more convenient, but also more thoughtful. Groomers won’t have to juggle between the socializing, tending to pets and running payments all at the same time. Instead, they can focus on the client, asking them how their service went and locking in their next appointment. Pet businesses typically employ smaller teams, with one person executing the jobs of many. A modern, integrated payments processing system is the key for keeping up with their various responsibilities. By cutting down

the need for employee intervention in transactions, groomers are freed up to focus on the areas of business they’re passionate about: taking care of pets. & REFERENCES: 1. Customer Loyalty 2020 Report, www.daysmart.com/loyalty2020/ Patrick Shanahan is CEO of DaySmart Software, a provider of business management software for appointment booking, staff management, payment processing, marketing, and customer communications for small businesses worldwide. Prior to his current role, he was a member of DaySmart’s board of directors, where he contributed his deep knowledge and experience in the payments industry. Patrick began his payments career at CardConnect in 2008 and became the Chief Operating Officer in 2011.

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

SALON SPOTLIGHT

by Jen Phillips April

Barkle

‘N Shine:

THEY LOVE DOGS (AND IT SHOWS)

Barkle ‘N Shine is home to the “MakeRover” where every dog gets to look and feel their best.

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wner and groomer Cathy Sciortino says, “When the dogs come in, we sit on the floor and get to know them. We spend time with the dog and love on them. When they come back, they can’t wait to get in the door.” She says the Ormond Beach, Florida dog grooming salon is known for its customer service and bright, cheery decor that fits the local beach theme. “People always ask us if we’re a franchise because our salon looks brand new and it always smells good.” She has one employee, Suzy Suring, who left a corporate HR role to make a new career as a dog groomer. Cathy says, “She loves her job and it shows. Everyone loves Suzy. She’s been here seven years.” Despite there being plenty of other dog grooming businesses in the area, Barkle ‘N Shine thrives. “We offer an experience for our guests. We work with the dogs, not against them and they love the personal attention. We take fewer dogs than a lot of places because we want to take our time with them. We take no more than 10 a day. We don’t want to just shave them down. We don’t want to put the dog through anything that would make them uncomfortable. We want to make them look and feel their best,” Cathy says. One of Cathy’s favorite things is getting creative with the dogs who don’t have a specific style. “Groomers learn Yorkie and Schnauzer cuts but I love getting creative with other dogs. I recently did a Basset Griffon and I’d never worked on one of those. I did exactly what the mom requested and gave her a teddy bear head and rounded foot. I was proud of that groom. The mom was so pleased she brought her other dog the following week.” Cathy and Suzy enjoy learning about new dog products and grooming techniques, and sharing their knowledge with their customers. “We

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educate our customers that bathing is the most underutilized skin therapy. We talk to them about the importance of regular hygiene for their dogs and the amount of brushing that goes into a doodle’s coat.” When possible, they enjoy getting to nearby pet events like Fun in the Sun sponsored by the National Dog Groomer’s Association. The Orlando-based show holds educational seminars on skincare, health and grooming techniques. Cathy says, “We bring back what we learn to the salon.” Like many salons, she tries to prebook customers and keep them on a four– to six–week schedule. Though she’s not afraid to refer elsewhere if it seems better for the dog. “If we have a dog who’s too aggressive, or too old or feeble, we refer to the animal hospital since they have vet techs.” Barkle ‘N Shine’s COVID protocol

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includes taking dogs and payment at the door. Cathy says, “Customers don’t come in the salon now.” Instead, she meets them at the door while wearing a mask. She takes payment with an iPad and Square, “It’s easy and uncomplicated,” she shares. The dog grooming salon is located on the corner of a business park plaza. It has a big window in the front which makes it easy to see inside to the open floor plan where the dogs are groomed. The salon is a sunny space that reflects the beachy surroundings with walls painted turquoise and green. The eye-catching decor combined with the doggies in the window is sure to catch the attention of any passing dog lover. Through word of mouth, their Facebook page and advertising in a local publication, Suzy and Cathy stay busy giving Ormond Beach, FL pups their “MakeRovers.” &

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BUT WHY?

by Jonathan David

In the era of COVID-19, we’ve all become painfully

e’ve all heard the old saying, “What you don’t know won’t hurt you,” and we all know this isn’t really true. The same goes for what you don’t see. Sometimes the things that can be the most harmful are the ones that you cannot see with the naked eye. When we work with animals, there are many things that we can encounter without even knowing we’re encountering them. Keeping our tools, stations and hands clean are of utmost importance to keeping ourselves safe and free from hidden dangers that can come from working with animals. In the era of COVID–19, we’ve all become painfully aware of the dangers of environmental germs that can cause us harm, and keeping up with healthy

hygiene habits such as hand washing has become key to staying safe and healthy. We’re more aware of the germs that can be passed from human to human, but why do we need to also worry about the dangers of germs passed from pets to humans? The answer to that question is simple—we need to be careful because there are some commonly–seen infections that are passed from dogs and

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aware of the dangers of environmental germs that can cause us harm, and keeping up with healthy hygiene habits such as hand washing has become key to staying safe and healthy. cats to humans more frequently than you might think. Every year, millions of people become infected with bacterial, fungal and parasitic infections from their pets, and pet groomers are part of that group. There’s no need to panic though; there are very simple ways to avoid becoming infected with these common infections by simply keeping your work environment clean, washing

your hands when working with pets and sanitizing often. Let’s go over some of the most common infections people can acquire from pets and how to avoid becoming infected.

CAMPYLOBACTER BACTERIA One of the most common bacterial infections seen in humans is caused by Campylobacter bacteria. Campylobacter bacteria affect more than two million people every year and are one of the main causes of diarrhea. These bacteria infect the gastrointestinal tract and cause diarrhea, cramps and fever, and most commonly affect babies, teens and young adults. These bacteria live in the intestines of both wild and domestic animals and are spread to humans when animal feces comes in contact with food or water, or direct contact with hands, which can inadvertently make its way into human systems. Once inside the human digestive tract, they affect the lining of the intestines. The bacteria can also be passed from human to human through diaper changing or poor hygiene. Symptoms start within seven days of infection and usually only last for one week. Most people with infections will recover on their own without medication, but in severe cases, antibiotics will be prescribed. Some complications from this infection are dehydration, severe cramping and, in rare cases, joint inflammation and Guillain–Barre syndrome, an uncommon autoimmune disorder.

TOXOCARIASIS Toxocariasis is an infection caused by a type of worm that can live in the intestines of cats and dogs. While it is most common in young children and pet owners, anyone who comes in contact with pets can become infected. The infection occurs when eggs from the canine round worm Toxocara canis or the feline round worm ToxoGroomertoGroomer.com

Groomer to Groomer • Vol 40 Ed 8 • August 2021

It is highly advised that pregnant women avoid contact with cat litter boxes and always wash their hands every time they come in contact with cats.

cara cati are present in cat or dog feces. The eggs can live for a long time in the soil of yards, parks or playgrounds and can be passed to people by swallowing the eggs through dirty food or dirty hands that come in contact with the mouth. The eggs make their way to the intestines and hatch into larvae that pass through the intestinal wall and into the bloodstream. From there they can travel to other body parts and can cause damage to whatever organ they have infected. The larvae don’t grow into adult worms in humans as they do in animals; however, the larvae can live for months to years in a human. Many people infected don’t have any symptoms, but symptoms can range from fever, coughing and wheezing to rashes, abdominal pain, swollen lymph nodes, vision problems and liver issues. Because symptoms aren’t always present, many cases go undiag-

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nosed and the larvae may eventually die off with no issues. However, when symptoms do occur and diagnosis is confirmed, doctors may treat with steroids to help ease inflammation.

TOXOPLASMOSIS Toxoplasmosis is most common in cats and is caused by a tiny parasite called Toxoplasma gondi. This one–celled parasite is most commonly found in cats but can also be found in other animals and can infect humans. It is believed that millions of people are infected with T. gondi but normal, healthy immune systems can usually keep the parasite from causing symptoms. However, people with immune issues can be more symptomatic, and pregnant women are at higher risk of passing the infection to their unborn babies and, in some cases, it can cause a miscarriage. For this reason, it is highly advised that pregnant women avoid contact with cat litter boxes and always wash their hands every time they come in contact with cats. In most cases, there are no symptoms, but when symptoms do occur they can present as a fever, swollen glands, muscle aches, headache and fatigue.

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Fungal infections are other commonly–seen infections passed from pets to humans, and the most common of the bunch are Tinea corporis and Tinea capitis, otherwise known as ringworm. Ringworm isn’t actually a worm but rather a fungus that can infect any area of the skin. When found in the groin area it’s called jock itch, on the feet it’s called athlete’s foot, and when found on the scalp or any other area of the body it’s called ringworm. Fungi are microscopic, plant–like organisms that can flourish in warm, moist environments. Ringworm

appears as small, red, scaly patches usually round in shape, that tend to multiply and can cause an itching and burning sensation. Ringworm is extremely contagious and can be passed from animal to human, from human to human, and human to animal through contact. These fungi are treated with over–the–counter and prescription creams or sprays and can last anywhere from weeks to months in especially strong infections.

Finally, while less commonly seen, Bartonella henselae bacterial infections, also known as cat scratch disease or cat scratch fever, can affect anyone who is in contact with cats. In the United States, most cases are seen in the fall and winter and most common-

ly affect children and those who work with cats due to the higher probability of being scratched or bitten. These bacteria live in the saliva of cats but don’t make the cats sick. Kittens can carry the bacteria for months, and it is spread from cat to cat through saliva contact as well as from infected fleas that move from cat to cat. The bacteria is also found on the feline nails from self–grooming, and when passed to humans, they cause a small bump or blister that develops within a few days of the bite or scratch. The infection causes swollen lymph nodes and sometimes a fever accompanied by fatigue, rash, sore throat and loss of appetite. Symptoms generally fade and lymph nodes return to normal in two to four months, but in rare cases, it can lead to other issues such as liver, spleen, lung and

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BARTONELLA HENSELAE BACTERIAL INFECTIONS

joint problems. This bacteria is not contagious from person to person and is only spread to humans through a scratch or bite by a cat, but most commonly from a kitten. The long and short of it is that when working with animals, you need to exercise smart safety, sanitation and cleanliness protocols. Wash your hands after each pet, avoid touching your hands to your mouth before washing them, and always be aware of suspicious bumps, rashes or skin infections you see on the pets you handle. Cleanliness and sanitation will help to keep you and the pets you groom free from issues and infections for a happier groomer and a happier pet. &

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KITTY'S KORNER

by Deborah Hansen

HOUSE CATS VS

Grooming house cats can be a very different experience from grooming outside cats. Some groomers will not groom outside cats, while others will groom outside cats when the cats meet specific requirements.

hen deciding if your grooming business will groom outside cats, there are many factors to consider. The first and most important thing to consider is that an outside cat will be much wiser and knows how to successfully use resources to their advantage. The life experiences of a cat that has lived its entire life inside, with stable meals and a clean litter box, are much different than a cat that has lived outside and knows how to hunt and to instinctively doubt the intentions of people.

When a house cat gets angry and wants grooming to stop, they typically go through a trial and error system to see how they can convince you to leave them alone. However, when an outside cat who has learned to defend its life is done with grooming, it takes strong technique, nerves and strength to finish the groom. Grooming an outside cat is not necessarily more dangerous, but takes a different skillset than grooming an inside cat. When you are grooming an outside cat it is best to work methodically with a firm but gentle touch. The

Groomer to Groomer • Vol 40 Ed 8 • August 2021

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cat needs to know you are helping it and that you have their best interest in mind. If you take a “scruff and go” approach with this type of cat, they will interpret your actions as a threat and stage a methodical attack against you to defend their life. Another thing to consider when deciding to groom outside cats is how often they visit the veterinarian. In my experience, outdoor cats tend to visit the veterinarian less often than inside cats. This is important because when you find something abnormal and recommend a vet visit,

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The amount of parasites on outdoor verses indoor–only cats in your area and the amount of additional time it takes when you encounter parasites is something to consider when making the decision to service outdoor cats. in my experience, the owners are less likely to follow through. Outside cats tend to get more abscesses that need medical attention due to interactions with other animals. The amount of medical care inside verses outside cats receive is something you will have to observe and put policies in place to make sure the felines that need medical attention receive the care they need. Cats that are outside also tend to pick up parasites more often. As a house–call groomer who services

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mostly cat–only homes in an area with very few parasites, when I encounter fleas, I have to complete an in–depth cleaning to assure I do not transport fleas or flea eggs to another home. If I was not expecting to encounter fleas, it not only affects my scheduling, but also requires an additional cleaning cycle that I was not anticipating. The amount of parasites on outdoor verses indoor–only cats in your area and the amount of additional time it takes when you encounter parasites is something to

consider when making the decision to service outdoor cats. This could be a nonissue for a salon or mobile unit that assumes all cats come in with fleas. Outside cats tend to have a shorter lifespan and get injured at a higher rate than inside cats. It is not uncommon to start grooming a healthy, active cat and a few years later have them marked as “missing” or be grooming them in a cast or with a body part amputated. When you want an honest

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When you want an honest answer if a cat is an inside– only cat, ask, “About how often does Fluffy go outside?” If it is truly an inside– only cat, you will get a very strong

Groomer to Groomer • Vol 40 Ed 8 • August 2021

answer if a cat is an inside–only cat, ask, “About how often does Fluffy go outside?” If it is truly an inside–only cat, you will get a very strong “NEVER.” I always follow that with, “Good, I do not groom cats that go outside.” One thing I have learned the hard way is that I can talk from now until I can talk no more and it will not change if or when the cat goes outside. I believe this is a two–fold issue. First, the cat is used to the routine that has been established, and changing a cat’s routine is usually met with a tantrum of vocalizations and inappropriate behavior. Second, the adults do not believe a car will really hit their cat or a predator will really take their cat. When it does happen, they did not anticipate how upsetting it would be to the family. In my business, I do not groom any cat that spends any time out-

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side—even if it is just on the patio or in a “catio.” The owners that state their cats have “supervised outside time” seem to be the ones with the cats that get bitten by rattlesnakes, snatched by a coyote when the owner looks away for a second, or “somehow” makes it to the front yard and gets hit by a car. For my emotional wellbeing, if a cat goes outside, I do not groom it. All my clients are on a schedule. When a cat I have spent 90 minutes with every six to eight weeks gets hurt by something that could have easily been avoided, it is too emotionally upsetting for me. Over the years I have come to realize there are plenty of inside–only cats to groom to keep my business running at a full and profitable level. The choice of grooming outside cats can be a heartbreaking decision. We all want to help as many cats as we can. Yet when a cat brings parasites into your establishment, or you are emotionally upset by an event out of your control, your attention is not on serving the cats who also need you. Like with anything in business, it is all about balance. You need to make an informed decision, set policies and be consistent about enforcing those policies. When a time comes that those policies no longer make sense, it is OK to revise your policies. Choosing whether or not to groom outside cats is a personal decision that should be based on the facts and characteristics of your local area while also taking into account what policies allow you to service the most cats. When setting those policies, make sure they focus on what keeps you emotionally focused on the clients you do have, plus what works best for the flow of your business. &

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This month’s tutorial will feature the King of Terriers, the Airedale!

Groomer to Groomer • Vol 40 Ed 8 • August 2021

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FIG. 1

Fig 1) While drying the coat, I like to use a deshedding rake to start mucking out dead coat and shorten drying time.

FIG. 2

Fig 2) Once the coat is prepped, I will clip the body down with a #2 guard comb, paying close attention to the shoulders and thighs.

FIG. 3

Fig 3) Then, with one length longer, I clip down the back of the neck all the way to and including the tail.

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

FIG. 4

Fig 4) Starting to block in my dog, I will clip the bend of the leg very short with a #7 blade.

Groomer to Groomer • Vol 40 Ed 8 • August 2021

FIG. 5

Fig 5) Then, moving to the front of the dog, I will use a #5 blade in reverse on the throat all the way up

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FIG. 6

to the whiskers. Fig 6) To clip in the head piece, I start by clipping the inside and

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FIG. 7

FIG. 8

outside of each ear very short. #7 blade. Fig 7) Then, from the corner Fig 8) Next, I will comb everyof the eye to the corner of the ear, I thing down and scissor all the hair will clearWashUnit_GroomTable_half_12_17_F4P.pdf off the cheek with a from the bottom9:35 of the foot, and 1 12/19/17 AM

Groomer to Groomer • Vol 40 Ed 8 • August 2021

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FIG. 9

then comb the hair from one side to the other to shape the foot up into the leg coat. Fig 9) I then edge the ear with

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straight scissors all the way around. Fig 10) To clear the hair that crosses the pattern line on the cheek, I use a thinning shear. Fig 11) When setting the body proportions, I will trim my underline as straight across as I can. Fig 12) I then trim the front

DEAFENING DOGS

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And that is how I do my Airedales!

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of the back legs, making sure not to cut the knee shape away. Fig 13) Finally, I trim the front legs in a stovepipe shape with the back of the leg in line with the dog’s withers.

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

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Groomer to Groomer • Vol 40 Ed 8 • August 2021

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