Client Onboarding

Onboarding New Grooming Clients

Here is how to make it the former, every time.

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80%
of new clients who book a second visit within 30 days become long-term regulars
60%
higher rebooking rate when next appointment is pre-booked at checkout
1st
visit impression determines whether a client tells friends or forgets you
$0
cost to send a welcome SMS and report card — reminders and confirmations are never metered

Before the First Visit

Send a welcome message after booking confirmation: "Welcome to [Salon Name]! We are looking forward to meeting [Pet] on [Date]. Please bring vaccination records if you have not already uploaded them. Our cancellation policy is [X hours notice]. Any questions, text or call us at [number]." This message prevents the three most common first-visit problems: missing vaccine records, surprised owners, and last-minute cancellations.

The Intake Conversation

When the client arrives, ask three questions every groomer should ask every new client: Has [Pet] been groomed before? Any areas they are sensitive about? Any behavioral flags we should know? These three questions surface the information that prevents incidents and sets groomer expectations. Log the answers in the pet profile immediately — the next groomer to work with this dog needs them too.

The Pickup Moment

The pickup is your closing opportunity. Hand the dog back looking great. Make a positive comment specific to that dog. Give the client their digital report card. Ask if they want to pre-book their next visit. This 90-second interaction determines whether you have a loyal client or a one-time visitor.

Frequently Asked Questions

What information should I collect from a new grooming client?
Pet name, breed, age, weight, vaccination records, feeding/allergy information, behavioral notes, emergency contact, and signed waiver. Collect this before the first appointment to prevent surprises.
How should I communicate with a new client before their first appointment?
Send a welcome email or SMS with what to expect, what to bring, your cancellation policy, and a direct contact. An informed client arrives calmer — and so does their dog.
How do I handle a dog that is difficult during its first groom?
Note specific behaviors in the pet's profile immediately. Call the owner before pickup — hearing from you directly is better than discovering it at the counter. Be honest, specific, and constructive.
How do I encourage new clients to become regulars?
Pre-book their next appointment at checkout. Send a report card within 30 minutes of pickup. Follow up one week later with a check-in SMS. New clients who book a second appointment within 30 days have an 80% chance of becoming long-term regulars.

Related Resources

Report Cards
Send digital after-visit summaries
Digital Waivers
Signed before they arrive
Client Retention
Beat the industry average
Client Portal
Self-service for returning clients

Every first visit is a lifetime of revenue waiting to be earned.

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