Is Good Customer Service Going to the Dogs?

I had an experience the other day that has made me think about how too many customer service experiences unfold in the business world today, and about the difference that really good service can make.

I have two dogs. Earlier this week, it was time for them to get their summer haircuts so that they will be able to comfortably cope with the Houston heat.

The newest addition to the house is Jason, a miniature schnauzer who had been the prized pet of an old lady who had to give him up for adoption when she moved to a nursing home. She had chosen to keep him fully furred, not trimmed in the traditional schnauzer cut, so that he had a really nice wire haired coat to go with his bushy eyebrows and stubby tail. The other dog is Lucky, a schnauzer-poodle mix-poodle ears and body, schnauzer muzzle and curly tail-he gets the traditional cut.

So, I took the two little guys to the groomers the other morning. I was the first client of the day, and the salon was nice and quiet. I explained what I wanted to the person who would be doing the job-traditional schnauzer cut on Lucky, but not on Jason. Just a trim for him. This is important, I told her, because I dont want his coat shaved off-once that wire hair is gone it never grows back. Did she understand, I asked?

Yes, she answered. But did I want Jasons skirt trimmed?

Skirt? I stared blankly and finally figured out that she was talking about the feathery bits on his chest and belly. Yes, fine, I said. Trim that area but just dont shave him. She nodded.

I went back a few hours later to pick up the boys. At that point the salon was buzzing with dogs, clients, and groomers. The fur was literally flying. First came Lucky, looking very dapper and neat. A few seconds later, out came Jason, and my mouth dropped open.

He had been completely shaved!!! The groomer had given him a standard schnauzer cut-and that lovely wire coat was gone forever.

I couldnt believe it. I was angry and sad at the same time. What had happened? How could the conversation we had had in the morning have been so completely lost?

After discussing the situation with the salon owner, she reluctantly refunded my money, which was very small consolation for the snafu. It should be no surprise that I will not be going back to that salon when the boys fur has grown out.

This whole thing left me thinking about how this kind of customer service happens in other businesses. There were several points about the experience that translate:

1. Are we really listening to our customers? Do we ask the questions we need to ask to make sure that we understand what they want from us? Do we make accurate notes so that we retain instructions and deliver what was asked for? I got plenty of nods from the groomer during our talk, but my instructions obviously got lost somewhere between her ears and her shears.

2. Are we communicating clearly back to them, or do we use industry jargon that they may or may not understand? When the groomer asked me about trimming Jasons skirt, I had to stop and think. It was MY responsibility to figure out what she was talking about. Not a great way to do business.

3. Finally, and very very important, when mistakes do get made on our side of the transaction, how do we make amends? Even the worst error doesnt have to mean the loss of the customer. Respond to the mistake with restitution that matches its seriousness. In my case, given the extent of the mistake with Jason, and the permanence of the result, the salon owner fell far short in restitution and in terms of keeping my business. I had to struggle to simply get a refund, which was insufficient compared to the permanent impact this error has. I wont be back to that salon.

These three points--listening to the customer, communicating back in ways that they will easily understand, and making appropriate amends when mistakes get made on our end-are the core of excellent service and the key to keeping loyal and happy customers.

(As a post script, I should note that Jason still looks darn cute, even without his fur. And Im sure he doesnt care one way or the other about all that wire hair!)

Trish Lambert (http://www.trishlambert.com), principal of 4-R Marketing LLC, is an experienced marketing consultant and creator of the 4-R Marketing Model for service businesses. Very much a "non-conformist" in the marketing world, Trish produces measurable results with marketing that drives revenues for her customers.

Sudden Aggression in Older Dogs

There are many forms of dog aggression. The distinguished police dog trainer Ed Frawley of Leerburg Kennels names 16 forms in his training guides, accounting for everything from the dogs gender, to their possessiveness, territoriality, dominance, or fear. The residential dog owner doesnt necessarily need to be so academic, but they should always be able to recognize aggression and deal with it appropriately. Aggression is always one step away from a dog bite, which is itself one step away from a vet bill and a lawsuit.

The common signs of aggression are growling, snarling, barking, curled lips, lunging and an overall menacing posture, where the dog is tensed and ready to snap. (Note: there is also something known as a submissive smile exhibited by some dogs, whereby the animal actually shows its teeth as it approaches. Ive seen this behavior confuse many owners, but it can be dismissed as such by the dogs lowering its head as it smiles, and often wag its tail too). There are other indications, such as jumping or mounting, or even standing in your way that are much less of a problem and often go ignored when not accompanied by the other more severe signs.

One of the most often misunderstood forms of aggression is that which arises in older dogs all of a sudden, especially when those dogs have been docile, even submissive, for most of their lives. This can be upsetting, as it seems like your dog is turning all Jekyll and Hyde on you.

First of all, dont worry or think that you need to be afraid of your friend. You should be able to narrow down the cause when you think about the situation you were in when the aggression manifested itself. If the dog reacted badly to a younger dog or even a puppy, chances are your dog is acting out of new sense of a challenge to their pack status. Even if you never had problems of this kind before, a young and over-energetic dog can pose a challenge to an older dog that can no longer keep up, even if the only thing on the young dogs agenda is play.

Older dogs in particular may enjoy puppies, but because of their increased age and decreased endurance, they will only tolerate them for a time. After a self-determined grace period, they will let the puppy know theyve had enough in a firm and forceful way. In most cases, this message is sent with a snap that is all bark and no bite.

In addition, one of the most common hidden causes of aggression in older dogs is the onset of arthritis, which makes them not only less able to engage with other dogs, but also potentially vulnerable and defensive as a result. Stiffness in the morning, a reluctance to jump up into cars or their favorite chair, and general lethargy are all early signs of joint pain. Arthritis in dogs is unfortunately very common, a result of genetic factors, diet, or even over-exercise. If arthritis is causing a dog pain, then they can lash out not only at other dogs, but also at you.

See your vet if arthritis is a possibility, as there are plenty of steps you can take to address the problem, from dietary supplements to massage and acupuncture, and a revamped exercise regimen. Anti-inflammatory drugs are effective but best left as a last option (they cost a good bit and they can be rough on the dogs stomach).

Other medical reasons can cause aggression in older dogs, such as thyroid gland problems and possible brain tumors. These are rare cases, but they do happen. Dogs live and learn by routine and tend to act in character. Therefore, in general any sudden and sustained behavioral change to your dog should be investigated.

Martin Olliver is a proud member of the Kingdom of Pets team (http://www.kingdomofpets.com). For more great articles on dog aggression, visit: http://www.kingdomofpets.com/dogobediencetraining/articles/dog_aggression.php