DOG STYLIST

PETSMART

AUTUMN MABIE, NICK GRISAK, MATT BROWN, NADIA HARDEMAN & LUKE VARGO

DR. LARRY WILEY

VALDOSTA STATE UNIVERSITY FALL 2012

DOG STYLIST 2

ARTICLE ONE: CUSTOMER RELATIONS

SECTION 1.0 ANSWERING PHONES 1. Answer the phone “Thank you for calling PetSmart, this is [name], how may I be of assistance to you

today?” 2. Listen to the customer’s response. 3. Ask the caller if he/she has brought his/her pet to be groomed here before so that you can look up the

customer’s information in TouchPoint to better assist him/her. “Have we serviced your pet before?” 4. Be prepared to give grooming service package information when requested. These services include, but are

not limited to: Bath, Brush & More Includes a basic shampoo; blow-dry; 15-minute brush; nail trim; ear cleaning;

sanitary trim; scissoring feet; shaving pads and anal gland cleaning. Full-Service Groom Bath, Brush & More With minimal scissoring or clipper work is perfect for pets

with coats that are regularly groomed. Premium Groom The Full-Service Groom plus extra scissoring, brushing and dematting or clipper work.

Ideal dog grooming package for coats requiring extra time and care. FURminator® SHED-LESS Treatment A Premium Groom or Bath that also includes a low-shed

shampoo followed by an application of deShedding™ solution and up to 30 minutes of brushing with the FURminator tool. An amazing process that dramatically reduces shedding!

The Touch-Up Keep your pet looking and feeling great with 15 minutes of brushing and trimming, teeth brushing, breath freshener and nail trim.- $21.00

Puppy Bath, Brush & More Puppies up to five months old get a shampoo and massage; hand-brush; blow-dry; nail trimming; ear cleaning; loose hair removal and a bow or bandana.- $10.99

Puppy Bath, Brush & More + Trim Puppies up to 5 months old get all that is included in the Puppy Bath, Brush & More services, plus a hair trim on the face, feet and tail.-$15.99

5. If the customer has been to the salon: Let the customer know you are pulling up his/her information in TouchPoint to provide better

assistance. “Let me pull up your account so I can better assist you.” o Open customer’s information in TouchPoint:

Select Client Enter the client’s last name and first initial in the box provided Select Search Double click on the client’s name

If the customer has more than one pet, ask “Are you calling for [name] or [name]” to ensure that you can best help the customer.

Find out what the customer needs: o Ask “What can we do for [pet’s name]? Last time [he/she] received [previous services].”

Listen to customer’s response. Offer the caller any additional packages or other needs based on previous appointments such as teeth

cleaning, conditioning shampoo, etc. or additional packages. Once you have established the needs of the customer, continue with the call such as making an

appointment. 6. If the customer has not been in the salon:

Ask “Would you like to hear about our packages, or do you have an idea of what type of grooming package your pet needs?”

Listen to the customer. If the customer knows what he/she wants, recommend the package that best fits his/her description such

as “You want a bath, trim, and nails cut? That is similar to our basic package which include [full package description].”

Ask “Would you like to schedule an appointment?” o If no:

“Well thank you for calling today, is there anything else I can assist you with?”

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Listen to customer and provide assistance if needed. o If yes:

Continue with appointment set up for a new customer (see Section3.0) Once the customer’s needs have been met, ask “Is there anything else I can do for you today?” Listen to customer and assist if needed. “Thank you for calling PetSmart Grooming Department. We look forward to seeing you and [pet name]

on [date] at [time].” KNOWLEDGE:

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Computers and Electronics — Knowledge of electronic equipment (computer, telephone), and computer hardware and accounting & billing software (TouchPoint), including applications and programming.

SKILLS:

Speaking — Talking to others to convey information effectively. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation — Actively looking for ways to help people. Reading Comprehension — Understanding written sentences and paragraphs in work related documents. Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do. Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Monitoring — Monitoring/Assessing performance of you, other individuals, or organizations to make improvements or take corrective action. Time Management — Managing one's own time and the time of others.

ABILITIES:

Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Speech Clarity — The ability to speak clearly so others can understand you. Speech Recognition — The ability to identify and understand the speech of another person. Written Comprehension — The ability to read and understand information and ideas presented in writing. Near Vision — The ability to see details at close range (within a few feet of the observer). Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. Selective Attention — The ability to concentrate on a task over a period of time without being distracted.

SECTION 2.0 CHECKING MESSAGES

1. Select the message button on the phone (MSG). 2. Enter your designated code to access the voicemail system. 3. Follow the prompts and record the message information in the messages notebook. 4. Delete the message after you have recorded the message information. 5. Deliver the message to the appropriate person by hand or return the message yourself by calling the

customer back. 6. Once delivered or returned, check off the box that indicates the message has been handled in the

message notebook. KNOWLEDGE:

Computers and Electronics — Knowledge of how to operate answering machine and how to navigate

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through voicemails. Clerical — Knowledge of administrative and clerical procedures and proper recording of message information.

OTHER:

Use of answering machine.

SECTION 3.0 SCHEDULING APPOINTMENTS 1. Open the schedule notebook to the day and time in which you are making an appointment. 2. Record the pet’s name, parent name, phone number, pet’s name in the space allotted for the time of the

appointment on the schedule for that day, as well as selecting which services the pet will be receiving. 3. If the pet parent has been to the salon previously:

Ask the pet parent if there have been any changes in the pet’s behavior or mood; or if the pet has been involved in any accidents lately.

Listen to the customer’s response. Record any information given in TouchPoint (see Section 6.0)

4. If the pet parent has not been to the salon previously: Set up a new customer and pet (see Section 5.0). Record pet history (see Section 6.0). Confirm service requests and give packaging details (see Section 1.0 N. 4).

5. Confirm the pet information given by repeating the information back to the customer. 6. Confirm the date and time of the appointment and services that are requested. 7. Remind the pet parent that a copy of proof of the last rabies shot and rabies tag is required before the pet

will be serviced. KNOWLEDGE:

Clerical — Knowledge of administrative and clerical procedures and proper recording of personal and appointment information. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

SKILLS:

Speaking — Talking to others to convey information effectively. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation — Actively looking for ways to help people. Time Management — Managing one's own time and the time of others.

ABILITIES:

Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Speech Clarity — The ability to speak clearly so others can understand you. Speech Recognition — The ability to identify and understand the speech of another person.

SECTION 4.0 CALLING FOR APPOINTMENT REMINDERS

1. Open the schedule notebook for the upcoming week of appointments. 2. Call pet parent and confirm the agreed appointment

Remind them of date and time that they were assigned to have pet groomed Let them know to bring in pet at least 15 minutes before appointment time to fill out any necessary

paperwork

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3. “Thank you for confirming your appointment with us. We look forward to seeing you on [date] at [time]. Enjoy the rest of your day!”

4. After hanging up the phone, select the box marked Confirmed by signing your initials on the schedule. KNOWLEDGE:

Clerical — Knowledge of administrative and clerical procedures and proper recording of personal and appointment information. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

SKILLS:

Speaking — Talking to others to convey information effectively. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation — Actively looking for ways to help people. Time Management — Managing one's own time and the time of others.

ABILITIES:

Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Speech Clarity — The ability to speak clearly so others can understand you. Speech Recognition — The ability to identify and understand the speech of another person.

SECTION 5.0 CANCELLING APPOINTMENTS

1. Ask the pet parent: “We are sorry that you have to cancel your appointment with us, would you like to reschedule for a different date?” If yes, check for the next available date and time in the schedule notebook and ask the pet parent if [date

and time] is convenient for him/her. If not, check the next available time until the pet parent is content with an appointment date and time. To reschedule, see Section 3.0.

If no continue with step 2 2. Cancel the appointment in the schedule notebook by selecting the box marked “cancelled.” 3. Open the client’s information in TouchPoint

Select Client Enter the client’s last name and first initial in the box provided Select Search Double click on the client’s name

4. Select Client Information 5. In the Notes section, record that the appointment for [day at time] was cancelled due to [reason given]. 6. Select Save and Close

KNOWLEDGE:

Clerical — Knowledge of administrative and clerical procedures and proper recording of personal and appointment information. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Computers and Electronics — Knowledge of electronic equipment (computer, telephone), and computer hardware and accounting and billing software (TouchPoint), including applications and programming.

DOG STYLIST 6

SKILLS:

Speaking — Talking to others to convey information effectively. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation — Actively looking for ways to help people. Time Management — Managing one's own time and the time of others.

ABILITIES:

Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Speech Clarity — The ability to speak clearly so others can understand you. Speech Recognition — The ability to identify and understand the speech of another person.

SECTION 6.0 ACCESSING/ADDING A CLIENT OR PET 1. Open client’s information in TouchPoint

Select Client Enter the client’s last name and first initial in the box provided Select Search Double click on the client’s name

2. Adding the client into the TouchPoint system Select Client Select New Fill in the client’s Name, Address, and Phone Number

3. Opening pet’s information in TouchPoint Select Client Enter the client’s last name and first initial in the box provided Select Search Double click on the client’s name Select Pet Select Name

4. Adding a Pet into the TouchPoint system Open the client’s chart Select Pet Select New Enter the pet’s Name

KNOWLEDGE:

Computers and Electronics — Knowledge of electronic equipment (computer, telephone), and computer hardware and accounting & billing software (TouchPoint), including applications and programming. Customer and Personal Service —Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. English Language —Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Clerical —Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

SKILLS:

Reading Comprehension —Understanding written sentences and paragraphs in work related documents. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Speaking —Talking to others to convey information effectively.

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ABILITIES:

Problem Sensitivity —The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Near Vision —The ability to see details at close range. Oral Comprehension —The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Written Comprehension —The ability to read and understand information and ideas presented in writing.

SECTION 7.0 RECORDING PET HISTORY

1. Open the client’s information in TouchPoint (see Section 5.0) 2. Select Pet 3. Double click on the name of the pet you wish to edit 4. Select Edit Pet 5. Ask the customer the following information and fill in the spaces allotted:

Type of Pet/Breed (or size if the breed is unknown) Birthdate or Age Weight

Any Special Care needed for pet o For example, any parts of pet’s body that need to be handled carefully, i.e., ears

Pet’s Behavioral Concerns o If pet is aggressive or has a history of causing harm, inform the pet parent that we are unable to

service the pet for safety reasons If pet has been Neutered Date of last Rabies shot

KNOWLEDGE:

Computers and Electronics — Knowledge of electronic equipment (computer, telephone), and computer hardware and accounting & billing software (TouchPoint), including applications and programming.

SKILLS:

Reading Comprehension —Understanding written sentences and paragraphs in work related documents. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Speaking —Talking to others to convey information effectively.

ABILITIES:

Problem Sensitivity —The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Near Vision —The ability to see details at close range. Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Written Comprehension —The ability to read and understand information and ideas presented in writing.

SECTION 8.0 CHECKING PET IN

1. Welcome the pet parent into the grooming shop “Hello, welcome to PetSmart’s Grooming Salon, do you have an appointment with us today?”

2. Listen to the pet parent. 3. Verify the appointment in the appointment book by looking at the date/time slot to insure that the

pet has an appointment scheduled. 4. Once you have verified that the pet is on the schedule, open the pet parent’s information using the

TouchPoint system (see Section 5.0 N. 1).

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5. Once you have selected the animal’s name in the TouchPoint system (see Section 5.0 N. 3), scroll down until you see the Rabies Vaccination box which indicates the Injection Date and Expiration

Date. If the rabies shot has elapsed, ask the pet parent for the verification paperwork and tag for the animal.

6. Enter the most recent rabies shot information in the space allotted (Injection Date and Expiration

Date). 7. Once you have verified the rabies vaccination, scroll further down on the TouchPoint screen until

you see the section for Behavioral Concerns. 8. Review the Behavioral Concerns with the pet parent. 9. Ask the pet parent if there are any new behaviorally concerns and add this information to the chart

as needed by placing the cursor of the mouse in the box for Notes. 10. After confirmation of behavioral concerns, review the appointment schedule to identify what

service the pet parent requested. 11. Confirm the service(s) requested when the appointment was set up by the pet parent. 12. Once services are confirmed, place a blue lead leash on the collar of the animal and give the pet

parent’s leash back to the parent and retrieve the pet from the pet parent for the Hands on Pet inspection.

13. Complete the Hands on Pet inspection using Bite Zone standards: o The Bite Zone is a 6 inch circumference surrounding the dog’s mouth. Violating this area

may result in groomers getting bitten or harming the animal should it become frightened while grooming around its face. Unless absolutely necessary to while grooming the dog, do not violate this zone with by bringing your face close to the dog, placing your hands within this area, or with grooming instruments.

Latch a company blue lead leash onto the animal’s collar and hook the other part of the leash to an eye hook located on the floor.

Use your senses to assess the following: o Are there any cuts, scrapes, or sores on the animal? Is there a visual flea or tick concern? Is

the skin dry? Does the animal need its nails trimmed? Do the ears have an unusual aroma or do they seem have ear wax build up, ear mites, or scrape marks?

14. After the Hands on Pet inspection is complete, suggest any additional services, shampoos, treatments, or products that you feel are needed for the pet.

15. If additional services, shampoos, treatments, or products are requested, add these services/products to the Customer Invoice in TouchPoint (see Section 12.0).

16. Print the Customer Invoice Agreement & Consent from TouchPoint by selecting Print Invoice in the upper right corner of the screen.

17. Ask the pet parent to sign the Customer Invoice Agreement & Consent, agreeing to give the company permission to provide the services and agreeing that he/she will pay the amount listed.

18. Once signed, let the pet parent know that someone from the salon will be calling them when their pet is ready for pick up; that the salon is open until 7:00pm and, if for any reason he/she cannot make it back, to please notify the salon so we can plan to kennel the pet overnight.

19. Using the company’s blue leash, lead the pet into the kennel area located at the back of the salon. 20. Approach the service desk and let the kennel controller know which pet you have, brief him/her

on behavioral issues, or care instructions. KNOWLEDGE:

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Computers and Electronics — Knowledge of electronic equipment (computer, telephone), and computer hardware and accounting & billing software (TouchPoint), including applications and programming. Safety Hazards— Knowledge of Bite Zone

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Biology- Basic knowledge of the bone structure and layout of teeth in a pet’s mouth. Animal Psychology— Knowledge of animal psychology, knowledge of the cause and effects of animal behavior, being able to recognize aggressive animal behavior Animal Psychology— Knowledge of animal psychology, knowledge of the cause and effects of animal behavior, being able to recognize when a pet is experiencing anxiety, pain, or other emotional states that are detrimental to the pet. Judgment and Decision Making- Considering the relative costs and benefits of potential actions to choose the most appropriate one. Coordination—Adjusting one’s action in relation to the pet’s actions.

SKILLS:

Speaking — Talking to others to convey information effectively. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation — Actively looking for ways to help people.

ABILITIES:

Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Speech Clarity — The ability to speak clearly so others can understand you. Speech Recognition — The ability to identify and understand the speech of another person. Manual Dexterity—The ability to quickly move the hand

SECTION 9.0 CHECKING PET OUT

1. Greet the pet parent at the checkout station, “Good afternoon. Who are you picking up today?” 2. Listen to the pet parent tell you the name of the pet he/she is picking up. 3. Ask “may I have your name?” so that you may look up the pet parent’s information in the TouchPoint

system. 4. Discuss any issues, behavioral concerns, or observations that may have been noted by the groomer in the

TouchPoint system. 5. Ask the pet parent to wait while you retrieve the animal from the kennel area.

Go to the kennel area located at the back of the grooming salon. Let the kennel controller know which pet you need to retrieve for pick up. Wait for the kennel controller to retrieve the pet. With the pet on a company’s blue leash, lead the pet to the checkout station.

6. Upon arrival with the pet, ask the pet parent for his/her personal leash. If the pet parent does not have a leash, allow him/her to retrieve the animal and let the pet parent remove the company’s blue leash to ensure your safety.

7. Retrieve the Customer Invoice Agreement & Consent and continue with accepting payments (see Section 9.0)

KNOWLEDGE:

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Computers and Electronics — Knowledge of electronic equipment (computer, telephone), and computer hardware and accounting & billing software (TouchPoint), including applications and programming.

SKILLS:

Speaking — Talking to others to convey information effectively. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation — Actively looking for ways to help people.

DOG STYLIST 10

SECTION 10.0 ACCEPTING PAYMENTS 1. Provide a copy of the Customer Invoice Agreement & Consent that was signed by the pet parent to the pet

parent. 2. Ask the pet parent, “How would you like to pay for [pet’s name]’s services today?” 3. Open the client’s information in TouchPoint (see Section 5.0). 4. Select Invoice & Billing 5. Select Make Payment 6. Select from the menu based on the customer’s response: Cash, Credit Card, Debit Card, Check 7. If using:

Cash: o Select Cash o Enter the amount of cash the customer gave you in dollars and cents o Select Ok o The drawer will open, the amount due will pop-up on the screen, and a receipt will print. o Count out the amount due to the customer if applicable. o Give the customer his/her change o Staple the receipt and a salon brochure with coupons for his/her next visit to the Customer Invoice

Agreement & Consent and hand this to the pet parent. Credit Card:

o Select Credit o Swipe the card along the right side of the screen though the card reader. o Select Ok o Two receipts will print

The first receipt is the salon’s copy so ask the pet parent to sign the receipt. Staple the second receipt and a salon brochure with coupons for his/her next visit to the

Customer Invoice Agreement & Consent and hand this to the pet parent. o Retrieve the signed receipt from the pet parent. o Select Ok again on the pop-up screen. o Place the signed receipt in the section on the far left side of the drawer.

Debit Card: o Select Debit o Swipe the card along the right side of the screen though the card reader. o Select Ok o Ask the pet parent to key in his/her pin using the pin pad then to select enter. o The drawer will open and two receipts will print

The first receipt is the salon’s copy—place this the section on the far left side of the drawer. Staple the second receipt and a salon brochure with coupons for his/her next visit to the

Customer Invoice Agreement & Consent and hand this to the pet parent. 8. Thank the pet parent and ask if he/she would like to set up the next appointment for [pet name].

If yes, set up an appointment. If no, “Thank you, have a great afternoon.”

KNOWLEDGE:

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Computers and Electronics — Knowledge of electronic equipment (computer, cash register), and computer hardware and accounting & billing software (TouchPoint), including applications and programming. Mathematics: Knowledge of counting and handling cash and other forms of payment (credit, debit, check)

SKILLS:

Speaking — Talking to others to convey information effectively. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

DOG STYLIST 11

Service Orientation — Actively looking for ways to help people.

SECTION 11.0 ASSESSING BILLING

1. TouchPoint is set up so that prices for each service offered are programed including specifications or modifications; therefore, all that is required is selecting what services the pet parent is choosing for his/her pet.

2. Open the client’s information (see Section 5.0). 3. Select the pet he/she is having groomed. 4. Select Invoice & Billing. 5. Check all of the services the salon services the pet parent is requesting. 6. Print the invoice by selecting the print button on the top right side of the screen.

KNOWLEDGE:

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Computers and Electronics — Knowledge of electronic equipment (computer, printer), and computer hardware and accounting & billing software (TouchPoint), including applications and programming.

SECTION 12.0 DEALING WITH CUSTOMER COMPLAINTS

1. If a customer calls or comes into the salon to file a complaint, report the complaint to management immediately in attempts to find a remedy for the situation.

2. Record details of pet parent’s complaints into complaint section in TouchPoint Open TouchPoint Select Customer Care Select Complaint Select the box labeled Customer Name Type in the first 3 letters of the customer’s last name Scroll until you find the customer’s name and select Select the Complaint Type in the drop menu. In the Details section, record the details of the complaint. In the Flag drop down menu, select all parties in which need to be made aware of the complaint

including management. 3. Apologize to pet parent for his/her dissatisfaction

“Sorry that you are dissatisfied with [complaint department]. Would you like to speak to a manager or have management contact you once they have reviewed the complaint report?”

4. Listen to the customer. 5. Follow up as necessary with additional information or call transfer.

KNOWLEDGE:

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Computers and Electronics — Knowledge of electronic equipment (computer, telephone), and computer hardware and accounting & billing software (TouchPoint), including applications and programming.

SKILLS:

Speaking — Talking to others to convey information effectively. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

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Service Orientation — Actively looking for ways to help people. Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do. Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Monitoring — Monitoring/Assessing performance of you, other individuals, or organizations to make improvements or take corrective action.

ABILITIES:

Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Speech Clarity — The ability to speak clearly so others can understand you. Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

ARTICLE TWO: PET PREPARATION & GROOMING

SECTION 1.0 SELECTING THE NEXT PET 1. Walk to the front counter. 2. Open appointment binder to today’s date and time. 3. Identify which pet is next in line for grooming. 4. Read any special instructions for the grooming of the pet. 5. Sign your name under the Groomed By column next to the pet’s name in which you are about to groom. 6. Record the time in the Time column to indicate when the grooming appointment began.

SECTION 2.0 RETRIEVE PET FROM KENNEL

1. Walk to the kennel area located at the back of the salon. 2. Let the kennel controller know which pet you are retrieving for grooming. 3. Verify that the pet has been bathed and is ready for grooming from the pet bather. 4. Once confirmed, retrieve the pet from the bather by grasping the company’s blue lead leash from the

bather. 5. Give the pet an opportunity to become comfortable with you to prevent the animal being scared which will

prevent most negative behavioral outbursts from an animal. 6. Lead the pet from the kennel area to the salon and to the appropriate grooming station. 7. Confirm with Pet Bather if pet is bathed and ready for grooming. 8. Once confirmation is made, grasp leash from Pet Bather and lead pet to appropriate grooming station in the

front region of the grooming area.

SECTION 3.0 ATTACHING THE LEASH TO THE EYE HOOK & POST 1. When you arrive at your grooming station, using your non-dominant hand, stabilize the dog to prevent

them from jumping or walking away. 2. With your dominant hand, clip the end of the company blue lead leash to the eye hook on the pet

containment post. 3. Tighten up any loose slack on the leash to prevent dog from moving around outside of the grooming area

but be sure to give the dog some free space to maneuver comfortably. 4. Ensure that the leash is not too tight or pulling against the animal so as to not cause the dog discomfort.

SECTION 4.0 PLACING PET ON TABLE

1. Using either hand, grasp the blue lead leash. 2. Place the other hand on the pets side. 3. Simultaneously guide the dog by maneuvering the hand holding the leash and gently pushing the dog with

the other hand, until the dog is positioned on top of the grooming table.

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SECTION 5.0 ADJUSTING TABLE HEIGHT 1. Place one hand on the dog to comfort it. 2. Using either foot, press down on the foot pedal that says “Table Raise”. 3. Ensure that the dog is comfortable as you raise the table. 4. If the dog becomes anxious, stop raising the table because the dog may try to jump off, ask for assistance,

and then continue. 5. Once the table is at a level that feels comfortable to work with you may stop raising the table by taking

your foot off of the pedal.

SECTION 6.0 PREPARING THE DOG FOR GROOMING 1. Visually inspect the entirety of the dog to determine if knots are present as this will require careful

brushing. 2. Identify which style of brush should be used on the dog: short needle brush for shorter straight, long wire

comb for long hair. 3. Walk to Groomer’s cabinet. 4. Grab appropriate brush/comb. 5. Spray brush/comb with “Andis Cool Care Plus” to disinfect it. 6. Walk back to Groomer’s Station 7. Place one hand on top of dog’s head and use other hand to brush the hair of the dog being sure to brush

with the grain of the hair. 8. Repeat process to entirety of body paying special attention to feet, face, and knotted areas. 9. Return brush/comb to Groomer’s cabinet.

SECTION 7.0 SHAVING COAT/PAWS

1. Using knowledge of breed specific grooming styles or as per instructions, determine the size of clipper blades to be used on dog’s body.

2. Walk to Groomer’s cabinet and grab clippers and appropriate clipper blade. 3. Use “Andis Cool Care Plus” liberally to disinfect and clean both the clippers and the blade. 4. Secure blade to the clippers. 5. Plug clippers into the electrical socket. 6. Walk back to Groomer’s station. 7. Turn clippers on. 8. If the torso of the dog requires cutting, place one hand on the top of the dog’s head as you begin moving

the clippers down the body starting at the top of the neck, ensuring you are moving with the grain. 9. Once you reach the end of the dog’s body return clippers to top of the neck region and repeat cutting the

uncut hair until the torso is evenly shaved. 10. Remove blade from clippers and attach new blade to be used on the underside of the neck. 11. Using one hand, lift the chin of the dog upward to a comfortable level. If dog moves around excessively,

ask for assistance from a coworker to restrain dog. 12. Shave the underside of the neck, ensuring to go with the grain of the hair. 13. Remove blade from clippers and attach a #10 blade to be used on armpit area of dog. 14. Grab dog’s leg and lift upward to a comfortable level in order to expose armpit area. 15. Use clippers to cut hair behind and in armpit area to prevent knot formation from leg movement. 16. Repeat process for additional legs. 17. Remove blade from clippers. 18. Lift dog’s paw and expose underside of paw. 19. Carefully using clippers, shave excess hair that extends out from between the pads. Do not stick edge of

clippers between the pads. 20. Repeat for all paws.

DOG STYLIST 14

SECTION 8.0 TRIMMING COAT/PAWS 1. Walk to Groomer’s cabinet. 2. Retrieve hair cutting scissors. 3. Walk back to Grooming station. 4. If excess hair exists around dog’s paws, hold leg and put slight weight downward to ensure no movement

of paw. 5. Cut the excess hair on top of the paw to sculpt a rounded look. 6. If excess hair exists around the backside of the leg remain holding the leg. 7. Trim the excess leg hair with the scissors. 8. If hair on the tail is excessive, use one hand to hold and secure tail outward. 9. Use other hand to trim excess tail hair with scissors, being sure to sculpt an appropriate style for dog. 10. Return scissors to Groomer’s cabinet and retrieve dog perfume. 11. Lightly spritz the dog perfume over the dog. 12. Return perfume.

SECTION 9.0 SCULPTING AROUND FACE

1. Lift ear with one hand. 2. Use clippers without blade to trim excess ear hair around edge of ear by slowly cutting back the hair. 3. Repeat for other ear. 4. Place one hand on top of dog’s head and stabilize the head facing you. 5. Carefully use scissors to cut excess hair around eyes being careful to never allow point of scissors to face

eyeball. 6. Trim the edge of dog’s chin by cutting from the front of the head to the back.

SECTION 10.0 CUTTING NAILS

1. Inspect dog’s nails and determine what size nail clippers are appropriate (small, medium, or large). 2. Walk to Groomer’s cabinet 3. Retrieve appropriate nail clippers. 4. Walk back to Groomer’s station. 5. Using one hand, lift and hold one of the paws in the air. 6. Using pressure with that hand flatten the paw to extend dog’s nails. 7. While still holding pressure on the nail, identify where the nail’s vein ends. 8. Using the nail clippers, quickly squeeze handle of clippers to clip off the ends of the nails one at a time

until all nails are clipped. Be sure to maintain awareness of nail’s vein to prevent bleeding. 9. If nail is cut too short and bleeding occurs, quickly retrieve “Kwik Stop” from Groomer’s station and apply

to bleeding nail. Soothe dog by petting it. 10. Repeat process for remaining paws. 11. Return clippers from Groomer’s cabinet.

SECTION 11.0 GRINDING NAILS

1. Retrieve nail grinder from Groomer’s cabinet. 2. Plug grinder in to the electrical socket. 3. Walk back to Groomer’s station. 4. Turn grinder on. 5. Using one hand, grab and hold one paw in the air. 6. Apply slight pressure to the paw to extend the nails. 7. Insert a nail into the safety guard on the grinder being sure to align nail with the direction indicated on the

grinder. 8. Rock grinder back and forth to smooth out the edges of the trimmed nails. 9. Repeat process for other nails. 10. Repeat process for other paws. 11. Turn off grinder.

DOG STYLIST 15

12. Return grinder to the Groomer’s cabinet. SECTION 12.0 SAFETY/FIRST AID 1. When you or someone else is bitten or scratched, immediately call for someone’s attention and if

severe call 911. 2. Help secure the pet and move both victim and pet away from each other. 3. Do not start treatment until there is a reasonable expectation the pet will not attack again. 4. Place pet into kennel and latch the door shut. 5. Locate the first aid response kit and open its contents. 6. If you are administering help to the victim, wear latex gloves.

Wash hands by lathering vigorously for 1 minute. Remove all jewelry from hands. Pick up one glove with the right hand. Line the thumb side of the glove up with the thumb side of the left hand. Slip the open end of the glove over the left hand and thumb. Stretch the palm side of the glove with the right hand, pulling the glove onto finger level. Position the fingers of the glove in line with the fingers of the left hand. Pull the remainder of the glove onto the left hand. Pick up the second glove with the gloved hand. Line the thumb side of the glove up with the thumb side of the right hand. Slip the open end of the glove over the right hand and thumb. Stretch the palm side of the glove with the left hand, pull the glove on to finger level. Position the fingers of the glove in line with fingers of the right hand. Pull the remainder of the glove onto the right hand. Proceed with first aid care.

7. Control any bleeding Locate gauze and begin applying immediate pressure to stop the bleeding. If the gauze soaks through with blood, add another layer. Never take off the gauze.

8. Once bleeding is controlled, clean the wound with soap and warm water. 9. Rinse all soap away from wound. 10. Apply hydrogen peroxide using cotton ball. 11. Be sure to clean inside the wound. 12. Dry wound using dry gauze pad. 13. Locate antibiotic ointment and place a thin layer in and over the wound. 14. Cover the wound with a clean, dry dressing.

Secure with first aid adhesive tape. 15. The wound may need stitches if the edges of the laceration are unable to touch. 16. Immediately seek emergency medical attention if this is the case.

Remove latex gloves. Grasp outside edge near wrist. Peel away from hand turning glove inside-out. Hold in opposite gloved hand. Slide ungloved finger under the wrist of the remaining glove, be careful not to touch the outside of

the glove. Peel off from inside, creating a bag for both gloves Discard Wash hand thoroughly.

17. If blood has fallen on the floor, use bleach to clean and disinfect the area. 18. Call the pet’s owner and tell them what has happened and that they need to retrieve their pet. 19. Begin filing an incident report.

KNOWLEDGE:

Knowledge of basic first aid practices.

DOG STYLIST 16

Knowledge of properly using first aid equipment. Recognize emergency conditions and the resulting problems. Knowledgeable in pre-procedural, procedural, and post-procedural care of victim.

SKILLS:

Skilled to demonstrate appropriate treatment techniques. Evaluate the level of hazard or risk. Prioritize problems based on level of hazard and degree of risk.

ABILITIES:

Ability to respond and treat emergencies. Ability to communicate in writing. Assume responsibility for taking specific health actions.

ARTICLE THREE: SALON MAINTENANCE & CLEANING

SECTION 1.0 SWEEPING 1. Pick up broom and dustpan. 2. Set dustpan flat and level on floor, ensuring no gap between lip of dustpan and floor. 3. Use broom with both hands to sweep all hair and nail trimmings towards the dustpan, starting with hair

furthest away. 4. When sweeping, keep continuous contact with the floor. 5. Do not press broom strands down into the floor. 6. Grab dustpan with other hand and slowly sweep hair into dustpan by trapping hair with broom and pulling

toward dustpan. 7. When dustpan is full, pick up and take to trashcan. 8. Carefully and slowly lower dustpan into trashcan, turn dustpan over, and empty. 9. Be careful not to dump the hair too quickly. Dumping too quickly will cause the hair to billow back onto

the clean floor. 10. Return to workstation. 11. Continue sweeping and collecting until all hair is gone. 12. Return broom and dustpan to proper storage area.

SECTION 2.0 MOPPING

1. First sweep area to be mopped before beginning to mop. 2. Locate safety signs labeled, “Caution Wet”, and place in the area to be mopped. 3. Locate cleaning gloves and don them. 4. Locate and pick up mop and bucket. 5. Fill bucket with water and bleach cleaner.

Set bucket under water faucet or sink faucet. Fill bucket to half capacity (2 gallons). Add 1 cup of bleach.

6. Submerge mop into bucket. 7. Slowly lift mop out of buck and place into draining press attached to top of mop bucket.

Grasp handle and slowly press and drain as much water as possible from mop. 8. Lift drained mop from draining press and place mop on floor. 9. Begin sliding mop from side to side covering all surface area. 10. When mopping, start from the farthest point and work your way to the end point. 11. Do not leave an excess amount of water on the floor. 12. Evenly distribute water on floor while mopping. 13. When the mop becomes dirty or all water is void of mop:

Place back into bucket of water, drain in draining press, and remove mop, and repeat mopping. 14. Avoid any walking or contact with wet floor.

DOG STYLIST 17

15. If water becomes extremely dirty, i.e. dark, murky, contains a lot of sediment, dump bucket into drain on floor or in a sink.

16. Refill bucket to half capacity with clean water 17. Add 1 cup bleach 18. Once entire floor surface has been mopped:

Empty mop bucket Rinse out mop bucket Rinse out mop Drain mop in the draining press numerous times until the water coming from mop is clear.

19. Return mop to proper storage area Hang up to dry

20. Turn mop bucket upside down to properly dry. 21. Once floor has completely dried, remove caution signs and return them to their proper storage area. 22. Remove cleaning gloves and dispose of them.

SECTION 3.0 SANITATION

1. Between each pet grooming, sanitize all grooming equipment. 2. Locate cleaning gloves and don them. 3. Locate sanitation wipes. 4. Remove one wipe and begin cleaning each grooming device used.

Clippers Scissors Clipper attachments

5. Make sure to wipe entire surface area of grooming device. 6. Use fresh wipes frequently.

One for each grooming device. When the wipe becomes dry or is beginning to tear, throw away, and retrieve another.

7. Wipe down top of work table. 8. At end of work day, repeat steps above as well as:

Prepare bucket of water by filling it to half capacity (1 gallon). Add ½ cup of bleach to water. Insert all clipper attachments to bucket and let stand for 10 minutes. Place bucket in sink after 10 minutes have passed. Remove each attachment and rinse off using clean water. Dry off each attachment using a clean, dry towel. Return each attachment to its proper storage area. Wipe down office phone

o Wipe receiver and keypad. Wipe computer keyboard and mouse. Wipe door handle both inside and outside.

9. Return wipes to proper storage area. 10. Remove cleaning gloves and dispose in trashcan.

SECTION 4.0 CLEANING SPILLS

1. When a spill occurs, remove all animals from area. 2. Locate cleaning gloves and don them. 3. Scan the area to be sure no electrical cords are touching the spill area. 4. Move any items that are in contact with spill 5. If the spill occurs on the floor, refer to mopping steps listed in Mopping. 6. If the spill occurs on the work table:

Locate clean, dry rags. Locate small clean bucket.

DOG STYLIST 18

Fill bucket to half capacity with ½ cup bleach. Wipe down and try to soak up as much liquid as possible with the dry rag first. After the rag is saturated with the liquid, place in bucket and rinse out. Wring the rage out and repeat wiping until all spill area is removed.

7. Locate dry, clean rag and completely dry the area. 8. If the spill has come in contact with any work tools or other objects:

Wipe and clean all objects. Dry off with clean, dry rag.

9. After cleaning spill, return rag and bucket back to storage area. 10. Rinse rag and bucket. 11. Hang rag to dry. 12. Turn bucket upside down to dry. 13. Remove cleaning gloves and dispose of them.

SECTION 5.0 CLEANING AFTER PET ACCIDENTS

1. If pet accident is on working table, refer to steps listed in Cleaning Spills. 2. If pet accident is on floor, refer to steps listed in Mopping. 3. Don a new pair of cleaning gloves. 4. After cleaning spill, treat the area with a chemical odor remover.

Be sure the chemical uses natural anti-microbial enzymes to break down and neutralize the odor. 5. Use a sponge and dab the odor remover on sponge. 6. Scrub vigorously at accident area. 7. Allow odor remover to dry. 8. Take sponge to sink to rinse.

Wet sponge. Wring out. Repeat three times.

9. Return sponge to proper storage area to dry properly. 10. Remove cleaning gloves and dispose of them.

KNOWLEDGE:

Knowledge of relevant equipment, policies, procedures, and strategies to promote effective strategies for cleaning Knowledge of the chemical composition, structure, and properties of substances used for cleaning. Knowledge of machines and tools.

SKILLS:

Using logic and reasoning to identify strengths and weaknesses of alternative solutions. Talking to others to convey information directly. Managing one’s time and the time of others. Coordinating when to perform duties and actions.

ABILITIES:

The ability to use your upper body repeatedly over time without fatiguing. The ability to bend, stretch, twist, or reach with your body, arms, and/or legs. The ability to move your hand together with your arm while grasping objects.