Financial Confidence & Liability Protection (Sunday, November 23rd)
Customer Service & Customer Relations: Turn unhappy clients into loyal fans.
Handling High-Stress Client Situations: Difficult clients, cut pets, firing a client, stopping a groom. These are all high stresses we need to handle. Doing it tactfully, responsibly, and making it out the other side is not always easy. I’ll show you how.
Client Forms & Liability Protection: Build ironclad waivers to prevent disputes over matting and aggression.
Pricing, Tipping, & Financial Policies: Learn how to raise prices confidently, implement late fees, and manage tipping conversations.
Branding, Retention, and Staff Empowerment (Monday, November 24th)
Elevate Your Grooming Salon to a Spa: Transform your service menu and environment to justify premium pricing.
DIY Holiday Client Gifts & Branding: Create low-cost, high-impact gifts that guarantee client retention during the holiday season.
Photography for Your Salon & Marketing: Use your smartphone to take professional Before & After photos that sell your skill.
The Yes, You Can Say No Toolkit: Empower yourself and your staff with non-apologetic scripts for setting boundaries on time, aggression, and price.
Speakers
Anjie Coates
During her 37 years in the grooming industry, Anjie spent a significant amount of time learning about every aspect of grooming and business. She knew she had to share the knowledge she had gained and began teaching grooming and business so others could learn the secrets of her success. This has also led her to teach Pet First Aid & CPR classes for pet professionals and owners and become a HELP Master Chief Instructor. Her passion for continuing education is evident in her achievements, including CMRG, ICMCG, CCE, PGC, CMPTI, and PGCE. In 2023, her book, the first rabbit grooming book in the industry, “The Quintessential Rabbit Book,“ was published and won the Barkleigh Honors Book of the Year. She has been a web designer for over three decades and owns Coates Design, a web design company specializing in the pet industry’s needs.
Members have 6 weeks to view the Summit recordings, Non-Members have 3 weeks. Non-Members pay $147 per summit.
Two days of education to help you learn more about how to keep your favorite tools and equipment in tip top shape!
Schedule
Sunday November 23, 2025
9AM PST Customer Service & Customer Relations
Customer service is one of the most important aspects of our industry. It’s also where many groomers fall short. You don’t need to cave to unreasonable demands to have good customer service. You do need to know the tips and tricks that will help you to keep that customer despite you saying no and have them then rave about how you cared for their pet. We care for animals in this business, but we also must care for their owners, and in order to do so we must recognize that the need is there. I will show you simple solutions to universal problems, and how to make the customer feel that you not only care for their pet, but you care about them as well. That care is the cornerstone of a prosperous business. I will teach you how to create an atmosphere of trust, understood expectations, and lifetime customers. This is a PGC approved course.
12 PM PST Handling High-Stress Client Situations
This comprehensive 2-hour training on Handling High-Stress Client Situations equips pet professionals with the critical skills needed to manage crises with confidence and professionalism. You'll master the 5-Step Injury Protocol, learning detailed procedures for immediate first aid, stabilizing major lacerations, and using a factual, liability-proof script when calling clients after an incident. Furthermore, the course delves into Advanced De-escalation Tactics, providing proven methods such as the Volume & Tone Reset and The Three Magic Phrases to calmly manage financial disputes and defuse "lobby yelling" clients. Finally, you'll gain expertise in Medical & Behavioral Triage, focusing on recognizing distress in geriatric pets (Pale Gums, Labored Breathing), understanding the 'Groomer vs. Vet' boundary to avoid diagnosis, and communicating challenging pet behaviors using non-accusatory language to protect your staff and your business reputation.
2 PM PST Pricing, Client Forms & Liability Protection (2 Hours)
Master the financial and legal foundations of your grooming business in this essential 2-hour training on Pricing, Forms, & Liability Protection. You will learn to confidently calculate your true profitability by understanding your Cost of Goods Sold (COGS) and transitioning to a robust Time-Based Pricing Model that rewards your skill, while learning professional strategies for strategically increasing prices and boosting revenue through effective Add-On Sales. Crucially, this course will also empower you to protect your business by diving into the ins and outs of every essential form—from the Matting Waiver to the Authorization for Emergency Care—ensuring that expectations are clearly set and your legal liability is fully secured before the pet ever steps onto your grooming table.
Monday November 24, 2025
9 AM PST Elevate Your Salon to a Pet Spa
There are many thousands of grooming salons, but there aren’t many pet spas. As someone who owned and operated a successful pet spa, I can show you how to transform your salon into a pet spa experience. This class will transform your business and revenue.
11 AM PST DIY Holiday Client Giveaways (2 hours)
Holidays are a wonderful time to show our customers how much we appreciate their business. We can do this without a huge expense and doing so can be a lot of fun for you crafty groomers. I will give you some great ideas for a number of holidays that will cost you very little and will endear your customers to you forever.
2PM PST Adding Photography to your Business
In this day of social media if you’re not capitalizing on photography in your business, you are leaving money on the table. I will show you how you can set up a photography area in your salon and mobile grooming businesses. Learn from my mistakes and successes after taking pictures of every pet groomed for the last 12 years. You can add this amazingly fun and customer-attracting addition to your business and add only 2 minutes per pet to your day.
4PM PST Yes! You CAN Say No!
Setting boundaries is something we all must do as business owners and employees. Without boundaries we can easily have someone take advantage of us and plant the seeds of resentment that will surely grow into something larger. I will help you figure out how to establish boundaries so that you can avoid these issues in your business.
