In this solo episode, Bill Betts shares a real-life story about a recent visit to the opticians – and how it made him reflect on customer service in pet grooming businesses.

What started out as a simple eye test turned into a confusing, awkward experience full of disorganisation, mixed messages, and long waits. While everything technically got done, Bill walked away feeling deflated and frustrated – and it got him thinking…

Are your customers ever walking away from your grooming business feeling the same?

This episode is a reminder that grooming isn’t just about the haircut – it’s about the whole experience from start to finish. From the way your business answers the phone, to how you greet people, to how smooth and professional everything feels – it all matters.

Bill talks about things like:

• How to make customers feel valued, not ignored
• Why first impressions (and last impressions) matter
• The importance of being organised and confident, even if you’re paddling like mad behind the scenes
• And how paying attention to the little things can help you keep clients longer and charge what you’re worth

This is a practical episode full of insights for any pet grooming business owner who wants to stand out through better service.

💬 Key Takeaways

• People remember how you make them feel. A smooth experience makes clients loyal. A clunky one makes them look elsewhere.
• Don’t ignore your regulars. New customers are great, but your current ones are the backbone of your business.
• Organisation builds confidence. Be ready before the door opens – your clients can feel the difference.
• Little things matter. From how you greet people to how your salon smells – it all adds up.
• Be the swan. Calm and confident on the outside – even if you’re paddling hard behind the scenes.
• Great service helps you raise prices. People pay more for value and peace of mind.

As always, I'd like to thank the podcast sponsor, Lopay, the low-cost payment platform that helps you keep more of the money you earn!

You can find out more and sign up for Lopay here: https://merchant.lopay.app/ref/PETPASSION2500, where listeners of this podcast get £2500 of fee-free transactions!

And of course, if you feel like you could benefit from Bill's business programs for the Pet Grooming industry, visit our website: https://petpassiontoprofit.com/