Recommended Personal Appearance Standards
While working appointments assigned by the company, you are required to wear clean clothes in order for the company to continue a relationship. Furry Land hires contractors that are generally well kept with clean facial hair, clean and trimmed finger nails and personal scents and appearance.
Communication with Dispatch
All communication with dispatch about a groom must happen prior to departing for that groom. This way the groomer can be completely aware of job specifics and won’t be distracted while driving. If there are any changes to the order, the changes must be communicated with dispatch.
Asking What the Customer Wants
Before every groom, take out your notepad and pen. Ask the customer what they would like. You should already know (generally) what the client is looking for as there should already be notes in our booking system. Review the notes and confirm any other notes that are already in the booking system. Be sure to keep those notes on hand and review them constantly while grooming the dogs. Giving the customer the wrong clip will result in the loss of good standing.
Asking if this is 5 star?
A way to ensure that we’re reaching the standards of excellence is to ask the customer. “Is this a 5/5 star groom to you?” If the customer says yes, then you have done a great job. If the customer shows any hesitation it’s the requirement of the staff member to say “I’m here to only give you a 5/5 groom. What can I do for you to make this better?” This ensures we’ve done everything the customer is looking for and they’ll give us a 5 star review.
Marketing for Referrals
If a customer is pleased with the service and agrees it was a 5 star groom tell the customer “We would love it if you could refer some friends.” then ask “Do you have any friends that would appreciate our service?” If the client responds positively, ask for the that person’s name and contact number. This will help ensure we have full bookings for you!
Care for the Van and Equipment
Furry Land monitors the use the of the van. It is GPS tracked at all times. It is loaned in faith to the groomer for efficiency. The vans are stored with the groomer and are expected to be cleaned every single day by the groomer. The Groomer is responsible for van cleanliness at his/her own expenses: car washes, windex for inside, cleaning supplies for inside, paper towels etc. Furry Land provides maintenance for Van. Furry Land provides shampoos and dog cleaning products. Pop checks will happen several times per week to ensure the Van is clean and tidy. It’s imperative that the van be spotless at the end of every day to ensure the van lasts for 10+ years. If a van is not completely cleaned at the end of each day, the groomer will lose good standing.
Pre-loaded gas cards will be given to the groomer which are to be loaded only with regular fuel in the vans. The groomer contractor can not take the Vans for personal use.
Always turn off the generator when you are not using it. At the end of the day you must clean out the grey water / the van must be fully cleaned / Gas and water tanks must be kept full. All equipment must be kept clean. All grey water has to be rinsed and removed to designated grey water stations, such as RV Parks. Fresh water needs to be added to the tanks on a daily basis. All hair needs to be vacuumed daily. All surfaces need to be wiped down. All hair must be removed. Hair cannot be thrown onto the street, it must be disposed of. The vacuum must be emptied. All tools must be cleaned. Walls must be wiped down.
All equipment, from vacuums to sheers are being used by the groomer. All damage caused by the groomer is the responsibility of the groomer, apart from wear and tear. Any missing equipment is the responsibility of the groomer.
If the van is damaged, the groomer is responsible for deductible and insurance increase of the Van.
Payment Procedure and Record Keeping
At the end of every groom the groomer must take payment through the clover point of sale system. The groomer is then required to add the sale to the daily Cash Out sheet. The Cash Out sheets are act as daily invoices and are how the pay checks are calculated.
Every cash transaction must be shown by the end of the day cash drop receipt with bank drop at ATM with deposit card provided and the cash drop receipt must be sent the same day to dispatch for accounting.