OVERVIEW
This SOP establishes a practical five-to-ten-minute daily management review designed to help business owners and managers consistently evaluate the day's operations before closing. It provides a structured process for reviewing pet care, employee performance, service quality, client communication, equipment, inventory, facility readiness, and operational priorities for the following business day. Rather than creating lengthy reports, the procedure focuses on identifying items that require action while confirming that routine operations remained on track.
The SOP emphasizes that most business days should be routine and that daily reviews are intended to identify unresolved concerns before they become larger operational issues. It defines responsibilities for owners, managers, shift leads, and mobile operators while providing guidance for assigning follow-up actions, documenting unresolved items, recognizing positive employee performance, and escalating issues through the appropriate SOPs when necessary. Separate guidance is also provided for solo operators, multi-location businesses, and franchise systems to ensure the process remains practical regardless of business size.
By following a consistent daily review process, businesses can improve communication, maintain organized documentation, support employee accountability, prepare effectively for the next operating day, and ensure important operational concerns are addressed through the appropriate follow-up procedures.
WHAT YOU'LL LEARN:
- How to identify known triggers and previous handling concerns.
- How to assess fear, anxiety, resistance, defensive behavior, and panic.
- How to recognize important canine body-language signals.
- How to use calm, controlled, low-stress handling techniques.
- When to consider a muzzle or second-person handling.
- How to develop a handling plan before beginning the groom.
- When straight-through grooming or modified service may be appropriate.
- How to determine when a service should be stopped, referred, or declined.
- How to communicate handling concerns and service changes with owners.
- How to document reactions, handling methods, service modifications, and the plan for the next appointment.
BUSINESS BENEFITS
A standardized handling process helps staff respond consistently when dogs show fear, resistance, defensive behavior, or aggression. Identifying specific triggers allows the team to create a more focused handling plan instead of assuming an entire groom is impossible. Clear criteria for additional support, service modification, stopping, referral, or refusal help staff make safer decisions. Documentation ensures future appointments begin with accurate behavior and handling information, while structured owner communication helps explain what the dog tolerated, what changed, and what should happen next time.
RECOMMENDED FOR
- Groomers
- Bathers
- Grooming Assistants
- Front Desk Staff
- Salon Owners
- Managers
- Mobile Groomers
- Veterinary Grooming Departments
- Training Staff
IMPLEMENTATION NOTES
Implement this SOP by gathering behavior information before the appointment, reviewing the dog's history and check-in observations, identifying known triggers, and creating a handling plan before grooming begins. Staff should use calm handling, monitor body language, ask for help early, and modify or stop services when safety requires it. Use the Aggressive or Fearful Dog Handling Checklist and update the dog's record after each appointment. When incidents occur, follow the shop's bite and injury procedures referenced in the SOP.
