Tuesday, May 11, 2021
Jen recently took our dog, Zoe, to get groomed. When she picked Zoe up, Zoe’s eye was bloodshot. She had clearly gotten something in her eye, and it was infected.
The groomer had two options at that moment. She could have avoided responsibility. She could have said, “That didn’t happen here. You must have brought her in like that,” pushing the blame onto other people.
But instead, she took full ownership. She explained what happened, recommended a vet in the area, and offered to pay for the vet visit. And she followed up with Jen after the vet appointment to see if Zoe was doing okay. She did everything right.
What’s amazing about this is that now, Jen completely trusts this groomer and will bring Zoe back in the future. And she’ll recommend her to other pet owners.
This situation could have ended very differently if the groomer hadn’t taken responsibility. Jen would never have wanted to go back there. But because the groomer owned up to her mistake and communicated genuine care, she built trust that will lead to future sales.