The incident happened. You weren't there.
When you groomed every dog yourself, an incident was yours to explain. Now a nick, a slip, or an upset client can involve a groomer who isn't you, and you're managing the client and the employee at the same time, often without having seen what happened. Handle it badly and you can lose the client, the groomer, or both.
When a dog got nicked on another groomer's table, Maria's first instinct was to guess at what happened. Instead she ran a real investigation, documented it on one standard form, and talked to the client and the groomer separately. She kept the client, kept the groomer, and had a record that protected the salon. (Illustrative example.)
Who this is for
Salon owners with staff who need to handle incidents and complaints fairly when someone other than them was grooming.
By the end, you'll walk out knowing
You'll walk away with a finished plan
What you'll work through
5 short, plain-language lessons — most under five minutes. Read them or watch the slides, at your pace.
- 1
- 2Investigating a complaint involving staff5 min
- 3Documenting incidents consistently across a team5 min
- 4Communicating with the client and with your staff5 min
- 5Your incident-handling system5 min
The toolsyou'll use
Spreadsheets you copy and fill in as you go — yours to keep, unlocked when you enroll.
Your instructor
Sandra built a shop that ran entirely on her, burned out, then rebuilt it on systems so it runs without her. She teaches operations and team: opening a salon, running it on daily systems, hiring, and scaling past a single chair.
Not happy with the course for any reason? Email us within 14 days of purchase for a full refund.
Everything that's different when you run a space with a lease, a team, and multiple groomers — opening, operating, hiring, and growing a salon. Finish all 15 courses to earn the GC-SO credential — the full certification is $549.
See the full certification →