Elevate Your Customer Service

1 hour.

Service is what people remember, and it is the reason a client comes back or quietly finds somewhere else to go. Most of it comes down to anticipation, which means noticing what someone needs before they think to ask for it and setting expectations early enough that there is nothing to argue about later. This hour covers building service that stays consistent whether you are a one person operation or a team of twenty, using systems and technology to hold that standard when the day gets busy, and catching small frustrations while they are still small. The goal is a business people trust rather than one they simply use.

Mastering Price Increases: When, How, and Why to Raise Your Grooming Fees

1 hour.

Raising prices is a business decision that most owners delay far longer than they should, usually because of how the conversation feels rather than what the numbers say. This hour covers how to know when an increase is due, how to look at your own costs and your market honestly, and how much of one to take. From there we get into the part people actually dread, which is telling clients. We cover how to communicate the change so it lands as a straightforward business decision rather than an apology, how to answer the questions that come back, and what to expect in terms of retention once it goes out.

Leading Starts With You: Developing the Skills Nobody Taught You

2 hours.

Leading people is usually treated as something you either have or you do not, but almost all of it comes down to a handful of skills that can be built like any other. The hardest ones have nothing to do with managing anybody. They have to do with being able to say no and then live with having said it, which is a thing plenty of capable people have never learned to do.

These two hours are about developing that in yourself first. We start with saying no, and then we work on what holds it in place when someone pushes back. It applies to a client at your table, an employee asking for a schedule change, a coworker who keeps taking advantage, and honestly to most of the people in your life outside of work.

Hour One: Saying No

Saying no is hard for anyone who likes being liked, and the habit of saying yes to everything has a cost that only becomes obvious after a year of it. This hour covers where that habit comes from, the difference between a boundary and a wall, and how to give someone a real answer without attaching a paragraph of justification to it.

Hour Two: Becoming Assertive

Saying no once is the easy part. This hour is about what holds it in place: staying steady while someone keeps pushing, letting go of the need for them to agree with you before you can stop explaining yourself, telling the difference between genuinely changing your mind and simply wanting the moment to end, and putting the whole thing down afterward instead of carrying it around.

You do not need to lead anyone to get something out of these two hours. If you do lead people, this is the part that makes the rest of it possible. 

Included class materials: A bound workbook.