OVERVIEW
This SOP creates a consistent appointment check-in process for grooming salons. It is designed to make sure important information is reviewed before a pet enters the grooming workflow, including appointment details, grooming requests, pet records, health information, behavior concerns, coat condition, pricing, timing, and required approvals.
The procedure addresses common check-in problems such as unclear haircut instructions, missed matting, vaccine or shot questions, behavior concerns, medical notes, pricing confusion, timing issues, and differences between what the client expects and what the groomer understands. It establishes a structured conversation and documentation process so staff can confirm important details before service begins.
The SOP is intended for both new and returning clients and is used for grooming appointments, bath appointments, maintenance services, walk-ins, and add-on services.
WHAT YOU'LL LEARN:
- How to confirm client, pet, service, appointment, and pickup details
- How to review vaccine, shot, and health policy requirements
- How to review existing client and pet records
- How to identify changes in health, behavior, coat, or service preferences
- How to complete the seven-point visual and manual handling check when safe
- How to clearly confirm the client's grooming request
- How to discuss matting, coat condition, pricing, and possible extra fees
- How to confirm pickup timing and communication details
- How to collect required forms, signatures, and approvals
- How to document check-in information and communicate important notes to staff
BUSINESS BENEFITS
A standardized check-in process helps create a shared understanding between the client and grooming team before the pet enters the workflow. It supports consistent documentation of haircut requests, coat condition, behavior concerns, medical or senior pet concerns, pricing, timing, forms, and service changes. The process also helps staff identify situations requiring manager or groomer review and ensures important notes are communicated before the pet moves into the assigned workflow. Clear check-in records help the next groomer serve the client consistently and help the business identify repeated issues such as unclear instructions, surprise pricing, matting complaints, missed notes, or unsafe pets being accepted.
RECOMMENDED FOR
- Front Desk Staff
- Groomers
- Bathers
- Salon Managers
- Salon Owners
- Mobile Groomers
- Veterinary Grooming Departments
- Training Staff
IMPLEMENTATION NOTES
Use this SOP every time a pet arrives for a grooming, bath, maintenance, walk-in, or add-on service, for both new and returning clients. Staff should complete the check-in process before moving the pet into the grooming workflow. Use the Appointment Check-In Checklist as a daily print sheet, intake support sheet, or staff training checklist. Where applicable, use the related SOPs and forms for senior pets, bite risk, aggressive or fearful dogs, injury response, and required releases or approvals. Managers should regularly review check-in notes and client complaints and review the SOP with staff when repeated check-in problems occur.
