We all fall in love with our four-legged clients. Even those that might be a bit harder to love are as familiar to us as our own pets in some ways. When a client’s pet dies, we often grieve with them. While their loss is yours, too, don’t make the mistake of thinking sharing your own pain will help them. When someone’s experienced a loss, they are concentrating on their grief only, and we should respect that. Extend your condolences instead of sharing your grief. How? “Please accept my condolences on your loss” or “I am so sorry” are all that’s necessary. A comment about the pet’s appearance or behavior that you will miss is fine. Telling them how upset you are is probably not what they need to hear.
Everyone grieves differently. Follow your customers’ lead. If they seem stoic and non-expressive of their feelings, respond by being professional when you extend your sympathy. If they are very emotional, then your response can be a bit warmer. If they want to talk about the dog or cat, take a moment to listen. Or tell a short story about something sweet or amusing that their pet did while being groomed and let them know their pet will be missed. If you have photographs of their pet, sending them copies after a week or two has gone by will probably be appreciated.
It’s no surprise to groomers that people grieve for their pets similarly to the way we mourn a human’s death. We go through the same stages of disbelief, anger, “bargaining” – when you think of what you might have/should have done differently – depression, and acceptance.
Avoid giving advice, or using platitudes such as “I know how you feel” or “At least he’s not in pain anymore” or any reference to any religion or deity. These comments may be upsetting for the pet owner, especially if they are in the anger stage of their grief. We all know what it’s like to lose a beloved companion but each person experiences that heartbreak differently.
It’s difficult for everyone to handle someone else’s mourning but as long as you are sincere in your sympathy most customers will understand your intent.
By Carol Visser, Journalist, Master Pet Groomer, Certified Dog Trainer, Pet Product Expert
