OVERVIEW
The New Client Intake Procedure SOP establishes a consistent process for onboarding first-time clients before their grooming appointment begins. It outlines how to collect important client, pet, medical, behavioral, grooming, emergency, and policy information while ensuring expectations are discussed before services are provided. The procedure also guides staff in identifying safety concerns, documenting essential details, and preparing accurate client records.
A standardized intake process helps prevent misunderstandings that can arise from incomplete information, unclear expectations, or missing approvals. By gathering the necessary information before the appointment, staff are better prepared to communicate with clients, recognize potential risks, explain business policies, and coordinate care throughout the grooming process.
This SOP creates consistency by providing clear intake procedures, recommended questions, observation guidelines, documentation standards, communication practices, and quality requirements. Following the same process for every new client helps ensure records are complete, expectations are documented, and important information is communicated to the grooming team before the appointment moves into the standard check-in procedure.
WHAT YOU'LL LEARN:
- How to conduct a standardized intake process for new clients
- What client, pet, medical, behavioral, and grooming information should be collected
- How to ask effective intake questions before accepting a pet for service
- How to perform an initial behavioral and physical assessment
- How to explain business policies and client expectations professionally
- How to identify situations that require manager review
- How to document intake information accurately
- How to complete required forms and approvals before service begins
- How to prepare new clients for the appointment check-in process
BUSINESS BENEFITS
Implementing this SOP helps establish a consistent onboarding process for every new client by standardizing information collection, documentation, communication, and policy review. It supports accurate client records, improves coordination between front desk staff and grooming teams, ensures required approvals are completed before service begins, and helps identify medical, behavioral, or safety concerns early. Following the same intake process also creates clearer communication with clients and prepares the business for a more organized appointment check-in.
RECOMMENDED FOR
- Grooming Salon Owners
- Salon Managers
- Professional Groomers
- Reception Staff
- Front Desk Teams
- Grooming Assistants
IMPLEMENTATION NOTES
This SOP should be used for every first-time client, first-time pet, returning client after a long absence, transferred pet, or any appointment with an unclear grooming history. Staff should complete the intake process before the standard appointment check-in, ensuring all required information, documentation, approvals, and policies have been reviewed. For complete implementation, this SOP should be used alongside the related operational, safety, and communication SOPs referenced in the document, including Appointment Check-In, Pre-Groom Assessment, Grooming Consultation, Photo Documentation, and other supporting procedures where applicable.
