After Hours: Laurel Newman

Episode 10: Shannon Wynings Roberts sits down with Laurel Newman to talk all things customer service. They talk about things like:

Christmas horror stories
Pelted dogs
The secret society of chow lovers
& more


Timestamps:
00:00 Shannon welcomes Laurel to The Daily Groomer.
06:20 New business owner responds to customer's request.
07:19 Tiny six-pound dog causes emotional grooming experience.
10:48 Customers seeking refunds, using emotional tactics.
14:13 Refusing to entertain third strike mentality.
17:20 Holiday stress can be a powerful lesson.
21:29 Dog neglected, sprayed by skunk, got fleas.
26:25 Prejudging loses, see best in every dog.
28:51 Avoid grooming certain dog breeds, except cocker spaniels.
31:42 Allergic reaction to neglected dogs affected health.
34:29 Dog rehomed to friend, improved dog dynamics.
38:10 Acknowledge limits, learn, and take accountability.
44:17 Foot injury leads to use of crystals.
47:17 Confusion, search, found a rock in cheek.
50:24 Removing hair splinters using shear blade technique.
53:21 Facebook and TikTok presence promoting Norris grooming.