Happy Friday!

This might be the most boring topic we’ve ever covered—but if you follow these notes, it could completely transform your grooming business.

(Bear with me here Daily Groomers!) 😂😂

What if we told you that writing down everything you already do could be the key to working fewer hours, training faster, and reducing client headaches?

That’s the power of a great SOP (Standard Operating Procedure) manual.

We recently studied the behind-the-scenes SOPs from one some of the most organized grooming businesses we’ve ever seen.

The level of detail in their systems—from how to confirm appointments to how to respond to bad Yelp reviews—is impressively thorough.

And guess what? You can do it too.

Why SOPs Matter (Even If You’re Solo)

Whether you’re solo or running a multi-van fleet, SOPs are a game-changer. They help you:

• Stop repeating yourself

• Deliver a consistent client experience

• Onboard new groomers in days, not weeks

• Make confident decisions when things go wrong

• Eventually step back from the day-to-day

Even writing the SOPs forces you to think more clearly about your systems.

The process of writing down how your business operates may highlight areas that need improvement or haven’t been considered yet.

What To Document: The Core SOPs Every Grooming Business Needs

Let’s walk through the key sections every grooming business should include in their operations manual—based on best practices and real examples from a thriving grooming business that’s systematized the heck out of everything.

1. New Client Onboarding

When a new client books, what happens? Don’t wing it—write it down.

Your SOP should cover:

• What info to collect: Name, phone, email, address, pet name, breed, behavior, medical conditions

• Parking instructions (for mobile: gate codes, fire lanes, complex navigation, etc.)

• Scripts for explaining services, arrival windows, and policies

• Upload pet photos to their profile

• Add appropriate tags like “Special Stylist Only,” “New Client Discount,” or “Price Freeze”

In the SOPs we reviewed, clients were color-coded by area, tagged with their discount eligibility, and had notes organized by category (Driving Directions, Reschedule Preferences, Ongoing Issues).

That level of clarity makes it easy for any team member to know exactly what to do.

2. Appointment Scheduling

Your calendar is your lifeline. Don’t let it become chaos.

Include in your SOP:

• Default times per service (e.g. small dog full groom = 90 mins)

• Drive time buffers (round up to nearest 15 minutes)

• No “zero drive time” unless appointments are at the same location

• First-time pets = longer time slot or consultation flag

• Repeat clients: auto-book rules based on how often they come in (e.g. 2-weekers = 6 future reservations)

• Rules for stylist preferences and area coverage

The sample SOPs even dictated what day of the week the grooming manager should block off for redo services. That kind of planning brings operational peace.

3. Online Booking Workflow

Many groomers we’ve met don’t even bother with online booking but online booking makes your life easier—but only if done right.

Document:

• Who reviews online requests (office or groomer)

• What to check before approving:

  • Does breed match service?

  • Are any add-ons redundant?

  • Does the time slot create awkward schedule gaps?

• Saved reply templates for price quotes or clarification follow-up

• Rules for booking within 48 hours (approve if there’s no waitlist)

In the real SOPs, any booking that created a 30+ minute drive time or left an unfillable gap was flagged and the client was offered better alternatives.

4. Client Communication and Notes

Keep everything in one place so you’re not chasing down texts or forgetting instructions.

Include in your SOP:

• How to record client notes, grooming preferences, and price quotes

• Categories for notes: Ongoing Issues, Feedback, Reschedule Preferences, Driving Directions

• How to use Alert Notes for one-time instructions (e.g. "Use back gate" or "Notify 1 hour ahead for sedative")

• Rules for merging, editing, or archiving old notes

In the sample SOPs, stylists were only allowed to add notes—never modify old ones. The office team handled merging and cleanup to maintain record integrity.

5. Discounts and Fees

No more confusion about what’s owed or what gets waived.

Document:

• Which discounts are automatic (Maintenance Discount)

• Which are by request (New Client, Review Discount)

• Multiple Pet rules (including splitting logic for neighbors or shared appointments)

• Reschedule and trip fee rules (and how to waive, when applicable)

• When to apply dematting or additional service time fees

• How to collect and log payment (card, Zelle, cash)

• Where to track late or unpaid tickets

Some systems use alert notes to flag unpaid balances, and clients were blocked from future bookings until payment was received. Efficient and respectful.

6. Complaint Handling and Do Not Book

Don't let complaints catch you off guard. Create a system that protects your team and your brand.

Your SOP should include:

• Script for responding to unhappy clients

• When to escalate to management

• What photos to request, and how to log the complaint

• How to decide between redos, discounts, or parting ways

• “Do Not Book” process: how to block clients, cancel future reservations, and tag these folks in your system

In the example SOPs, any client flagged for ongoing issues had “SOG” added to their name and a detailed note trail explaining the situation. Professional, organized, and traceable.

7. Grooming Reports and Safety Protocols

Think beyond the brush. Be ready for medical notes, injuries, and special needs.

Document:

• When to file a Grooming Report (injuries, TLC pets, Fear Less services)

• How to notify clients and upload reports

• Cleaning checklists (daily, weekly, monthly)

• Rules for working with sedated pets or those recovering from surgery

• What to do if a client’s dog hides from you for 30 minutes before the groom

The SOPs we studied even included scripts for telling [et owners how to prepare their home—like closing off hiding spots and waiting to use the crate until the stylist is en route.

8. Daily, Weekly, and Monthly Team Tasks

Your SOP should answer: “What does each person do, and when?”

Daily SOP:

• Confirm appointments

• Check notes

• Monitor messages

• Close out tickets, confirm payments

Weekly SOP:

• Turn in cash (if applicable)

• Inspect vans or salon stations

• Submit Grooming Report with before/after transformation

Monthly SOP:

• Update overdue client list

• Modify future schedule

• Run backup of client records

• Implement annual price increases

In the sample SOPs, stylists were expected to submit one dramatic Grooming Report photo set each week. Not only great for records, but also powerful for marketing.

Pro Tips for Writing Your Own SOP Manual

• Think like a trainer. What would a brand new hire need to succeed without asking 100 questions?

• Keep it digital and searchable. Use Google Docs, Notion, or a simple shared folder.

• Add screenshots or photos. Especially for booking systems, tags, or form walkthroughs.

• Version control. Date every section so you know when it was last updated.

• Ask your team. Let stylists or office staff help you document what they do best.

Bottom Line: Systems Set You Free

If you want to build a business that doesn’t depend on you for every decision, it starts with documentation.

✅ Write it down.

✅ Share it.

✅ Improve it.

✅ Watch your life get easier.

There’s a ton of examples and procedures here but just start with just one section—like your new client onboarding process—and go from there.

Happy documenting!

Alex 🐶

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