Wag'n World Grooming Policies Handbook:
The policies set forth by Wag'n World are intended to provide a safe and pleasant grooming environment for groomers, our clients, and their dogs. Our primary focus in providing any service is the health, comfort, safety, and overall well being of the dogs and the safety and well-being of our staff. Under no circumstance will we provide services if either of the aforementioned party's safety or well-being is compromised. Please read and become familiar with the following policies.
General Shop Policies
❖ Groomers are responsible for keeping notes and changing/adding icons to the pet's profile
❖ Dogs must be weighed before every groom and the current weight written on their report card for each groom.
❖ Dogs are not to be placed in kennel banks for longer than 30 minute intervals and should never be placed inside kennels that are inappropriate for their size. Additional kennel space is allotted for groomer use in the boarding room for completed dogs or large dogs that are dry and awaiting the rest of their groom.
❖ An attempt to use the HVD for every dog for every appointment is mandatory. If a dog does not tolerate the force dryer, a note must be made on the clients profile to indicate a longer grooming time is necessary. A call to the parent must be made by the groomer to notify them of their dog's intolerance of the force dryer and that their grooming process will take more time and will have to be scheduled appropriately in the future.
❖ If a groomer chooses to no longer service a client for any reason, it is their responsibility to notify that client by phone immediately at the time that decision is made. The front desk personnel must also be aware of that decision after the call has been made to cancel/reschedule appropriately.
❖ Any injury to yourself, another employee, or a dog is to be reported immediately to the facility manager on duty. Failure to report injuries to an animal will result in immediate termination.
Time Management/Scheduling
❖ Groomers should never be inactive while inside the groom room. Sitting, laying down, napping, watching movies/videos at any time while on duty excluding your lunch is not permitted. Please exit the groom room to a designated break area or your car. If there is a break in your scheduled appointments, other duties should be completed. (ie. clean, vacuum, disinfect, mix/dilute products, clear the room, kennel banks, tubs, drains, vents, of all hair, etc.)
❖ You are expected to be here 10-15 minutes before your first appointment and your arrival time should be appropriate to be able to greet your first groom client of the day. Notify the front desk if you are going to be late at your earliest opportunity. While notifying is mandatory, it is not an excuse for tardiness. Excessive tardiness(es) will result in write ups and termination.
❖ You are given autonomy over your schedule. Schedule yourself appropriately. If you need a day(s) or a portion of a particular day off, you must block out that day(s) out in Gingr. This needs to be done with enough time in advance to minimize or eliminate the need to reschedule appointments that have already been confirmed.
❖ If your dog is currently in the facility for boarding or daycare, follow the MANDATORY procedures below;
➔ Do not pull the dogs any more than one hour ahead of their appointment time if the dog is not returning to daycare/boarding.
➔ If the owner has stated that the dog can return to the group after their groom you may provide the service at your convenience.
➔ If you have completed your grooms early and do not wish to wait one hour before your next appointment to pull the dog from daycare or boarding, you may call the owner to receive permission to pull their dog early for their groom, or you may ask other groomers if they would like to take that appointment at the sole discretion of the groomers staffed that day.
Shop and Equipment Care/Maintenance
❖ All hair/debris must be removed from all areas as much as possible daily and maintained between each groom where possible (ie. drains, floors, kennels, vents, vacuums etc.)
❖ All cleaning duties will be shared by all groomers staffed for that day.
❖ Groomers are expected to keep their tools in good, working condition.
Customer Interactions
❖ Interactions with customers or guests in the facility will be professional, helpful, and courteous.
❖ Clients will be given a price for all agreed services before the service begins. If a situation arises in which it is necessary to add a service after quoted services have commenced, it is required for the groomer to contact the client to get approval for any additional costs. Failure to follow this policy will result in removal of disputed charges from the clients invoice, and forfeiture of the commissions from the disputed charges.
❖ Clients are allowed 48 hours after a service has been performed to report dissatisfaction and schedule a time to return within 3 days of the original groom for corrections. Our complete satisfaction guarantee can be located and reviewed on the website wagnworld.com/grooming.
Pricing
❖ All grooming services have a base cost and additional services can be added.
❖ All base costs are set by the owner of Wag'n World and can be found on our website at wagnworld.com/grooming
❖ Prices and services will be communicated to the front desk staff via report cards with completed services. Upon completion of your groom, relay the information to the front desk personnel. They will then enter pricing for services and contact the client for pick up or return to their group.
❖ Report cards are provided to our clients upon pick-up. Please be sure they are legible, worded professionally, and honest concerning behavior and health.
❖ Special Handling Fee: This is a charge that can be added to the grooming service should the dog's behavior or health require an increase in risk and/or time for the groomer to be able to complete the groom. If this charge is being considered, you must speak with and receive approval from the client before completing the groom and adding this charge.
Social Media
❖ Wag'n World encourages groomers to display their work on their personal social media pages. We do, however, request that any images used on your personal pages mention or tag Wag'n World and allow Wag'n World to use your photos for the promotion of business.
❖ Only Wag'n World business cards may be used or displayed at Wag'n World.
Paid Time Off
❖ Wag'n World offers PTO to all of its employees. Groomers are awarded an equivalent of five days of paid time off when they reach six months of employment at Wag'n World. Any remaining time left unused one year from the awarded date will be paid out to you. Additionally, your annual balance of five days will be awarded each year on the award date. PTO is calculated by taking an average of your past commission earnings to determine a daily rate to apply to the amount of days that you request to use. All requests need to be submitted to HR in writing to be approved and applied to payroll.