Client Intake and Service Planning: Consultations, Consent, and Clear Communication

Why intake and service planning matter

A structured intake is a repeatable way to gather essential information, assess the pet’s current condition, agree on a safe plan, and document consent. It reduces surprises, protects pet welfare, and supports professional standards by making expectations clear before any grooming begins.

1) Intake form essentials (what to collect every time)

Use a standardized form (paper or digital) and review it verbally at check-in. Keep it consistent so nothing is missed when the lobby is busy.

Client and pet identity

• Client full name, phone, email, and preferred contact method.
• Emergency contact (someone who can authorize decisions if the owner is unreachable).
• Pet name, species, breed/mix, color/markings, sex, spayed/neutered status.
• Age or date of birth (helps set handling expectations and time estimates).
• Microchip ID (optional but useful for identity confirmation in multi-pet households).

Medical history and care constraints

• Known diagnoses (e.g., heart disease, seizures, arthritis, allergies, skin conditions).
• Recent surgeries or injuries and any handling restrictions.
• Medications and supplements (name, dose timing if relevant to appointment).
• Veterinary clinic name and phone (for emergencies or clarification with client permission).
• Vaccines where required by your policy (record date and type as needed).
• Special needs: senior support, vision/hearing impairment, anxiety triggers.

Behavior and handling notes

• Comfort level with strangers, restraint, feet/face handling.
• Bite history or warning behaviors (growling, snapping, freezing, whale eye).
• Resource guarding (leash, collar, owner, treats).
• Noise sensitivity (dryers, clippers) and separation distress.
• Preferred calming supports allowed by policy (breaks, muzzle, e-collar alternatives, owner-approved handling aids).

Previous grooming experiences

• Last groom date and typical schedule.
• What the client liked/disliked previously (length, face style, tail, ears).
• Any past incidents: clipper irritation, nicks, stress reactions, matting issues.
• Home-care routine (brushing frequency, tools used, bathing at home).

Step-by-step: a 3-minute intake review

1. Confirm identity: “Can you confirm your phone number and your pet’s name?”

2. Ask the safety questions first: medical issues, medications, bite history.

3. Ask about goals: desired style/length and any must-haves (e.g., “keep ears long”).

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4. Set the communication plan: how you’ll contact them if decisions are needed.

5. Confirm pickup window and any time constraints.

2) Coat/skin assessment at check-in (quick, systematic, and observable)

Do a hands-on assessment with the client present whenever possible. Keep language factual and non-judgmental. Focus on what you can see and feel, and what it means for the plan.

What to check (and how to describe it)

• Matting level: note location (behind ears, collar line, armpits, belly, tail base), density, and whether mats are tight to skin.
• Shedding/undercoat load: estimate amount and whether coat is impacted (hair packed at skin).
• Parasites observed: fleas/ticks or flea dirt seen; follow your policy for proceeding, rescheduling, or requiring treatment.
• Odor: describe as mild/moderate/strong and where it’s strongest (ears, skin folds, coat overall).
• Sensitivity areas: flinching, pulling away, vocalizing, or guarding when touched (hips, feet, face, belly).
• Skin condition (visual only): redness, scabs, hot spots, dandruff, greasy feel; avoid diagnosing—document observations.

Simple matting scale (for consistent notes)

Step-by-step: 60-second check-in assessment

1. Run hands over key zones: behind ears, neck/collar line, armpits, belly, tail base.

2. Part the coat to view skin in 2–3 areas (back, belly, behind ears).

3. Check feet briefly for sensitivity and compacted hair.

4. Note odor and any visible debris/parasites.

5. Summarize out loud: “I’m feeling tight matting here and here, and she’s sensitive on her back legs.”

3) Goal setting: align style wishes with coat realities

Goal setting is a negotiation between the client’s preferred look and what is humane, safe, and achievable today. Use the assessment to explain tradeoffs: length vs comfort, time vs stress, and maintenance needs.

How to negotiate style vs coat condition

• Start with the client’s vision: ask for 1–2 priorities (e.g., “teddy face” vs “keep length on body”).
• State constraints clearly: “Because the mats are tight at the skin, leaving length would be uncomfortable and risky.”
• Offer two safe options: a realistic “today plan” and a “future plan” to grow out.
• Confirm maintenance: explain what home care and rebooking interval are required to keep the chosen style.

Humane de-matting decisions (service planning language)

When coat condition makes de-matting inhumane or unsafe, the plan should prioritize comfort and skin integrity. Frame the decision around welfare and risk, not blame.

• Use observable facts: “These mats are tight and close to the skin, especially in the armpits.”
• Explain the risk: “Trying to brush these out can cause bruising, skin tears, and a very stressful experience.”
• Recommend the humane option: “A clip-down is the safest and kindest choice today.”
• Set a coat-recovery timeline: “We can rebuild length over the next few grooms if we keep a consistent schedule and home brushing.”

Practical planning example (what you say and what you write)

Client request: “Keep her fluffy, just tidy.”

Your assessment: Level 3 matting behind ears, collar line, armpits; sensitivity on hind legs.

Plan offered: “Today: short body with a comfortable length, clean face/feet/sanitary, and we’ll keep the tail as full as possible if it’s not matted. Next visit in 4 weeks to start growing length evenly.”

Written note: “Tight matting BE/neck/armpits; humane clip-down discussed; client approved shorter length; tail length dependent on matting.”

4) Consent and policies: make approvals explicit

Consent is not just a signature—it’s informed agreement. Policies should be presented before the pet goes to the grooming area so the client understands what may happen and what it may cost.

Core consents to include

• Shaving/clip-down consent: permission to clip short when matting requires it, including acknowledgment of possible coat/skin findings once mats are removed.
• Mat release: acknowledgment that mat removal can reveal irritation, redness, bruising, or pre-existing skin issues; clarifies that the client understands the risks and the humane limits.
• Injury/incident protocols: what you will do if there is an injury or medical concern (first aid, contacting client, veterinary referral), and who is financially responsible under what circumstances (per your policy).
• Pick-up windows: expected pickup time range, late pickup fees if applicable, and what happens if the client is unreachable.
• Pricing transparency: base price, add-ons (matting, behavior handling, special coat conditions), and how estimates may change after assessment.

Step-by-step: getting consent without pressure

1. Explain the condition: “These mats are tight at the skin in the armpits and behind the ears.”

2. Explain the safest plan: “The humane option is a short clip in those areas, likely a short body today.”

3. Explain what the client might see afterward: “Once the coat is off, we may see redness or irritation that was hidden.”

4. Confirm the cost range: “With the matting, today’s total will be approximately X–Y depending on time.”

5. Ask for explicit approval: “Do I have your permission to proceed with that plan?”

6. Document: signature/checkbox plus a short written note of what was agreed.

Policy wording examples (plain language)

• Clip-down consent: “If matting is tight to the skin, I authorize a shorter clip for my pet’s comfort and safety.”
• Mat release: “I understand de-matting may cause irritation and that pre-existing skin issues may be revealed after mats are removed.”
• Incident protocol: “If an urgent issue occurs, the groomer may seek veterinary care if I cannot be reached.”
• Pickup: “I agree to pick up within the stated window; fees may apply after that time.”

5) Communication scripts: clear, kind, and consistent

Scripts help you communicate confidently and consistently, especially when discussing sensitive topics like matting, behavior, and pricing. Adapt the wording to your voice, but keep the structure: observation → impact → options → next step.

Explaining brushing needs (maintenance reality)

Script: “To keep this length, you’ll need to brush to the skin in the friction areas—behind the ears, collar line, armpits, and tail base—several times a week. If that doesn’t fit your schedule, we can choose a shorter length that stays comfortable between visits.”

Home-care plan handoff (simple and doable)

Script: “Your homework is two quick sessions: 5 minutes behind the ears and armpits every other day. If you hit a snag that won’t comb through easily, stop and let us handle it next visit so it doesn’t turn into a tight mat.”

Rebooking intervals (tie it to outcomes)

Script: “For this coat and this length, the sweet spot is every 4–6 weeks. If you prefer longer, we should stay closer to 4 weeks. If you prefer lower maintenance, we can go shorter and stretch to 6–8 weeks.”

When you must recommend a shorter cut

Script: “I can’t humanely brush these mats out today without causing pain and risking skin injury. The kindest option is a short clip. After that, we can make a plan to grow the coat back with regular appointments and home brushing.”

Pricing transparency without defensiveness

Script: “The base groom is X. Because of the matting/extra handling time, there will be an additional charge of Y–Z depending on how long it takes. I’ll keep you updated if anything changes.”

6) Documentation and photos: continuity and dispute prevention

Good documentation protects the pet, the client, and your business. It also improves consistency across repeat visits and between staff members.

What to document every visit

• Service plan: agreed length/style notes, special requests, and any limitations.
• Coat/skin observations: matting level and locations, shedding/impaction, odor level, sensitivity areas, parasites observed (if any).
• Behavior notes: what the pet tolerated well, what was difficult, what helped (breaks, slower handling, two-person support per policy).
• Time and add-ons: extra brushing time, special handling, or changes from the original estimate.
• Client communication: who was contacted, when, and what was approved.

Before/after photos (how to use them professionally)

• Get permission: include a photo consent checkbox for records/marketing separately.
• Take “evidence” shots: clear photos of matting areas, skin irritation observed, or parasites (if visible), plus a full-body before photo.
• Use consistent angles: left side, right side, front, and any problem areas.
• Store securely: attach to the client record with date/time and brief caption.

Problem-area notes for continuity

Use short, repeatable phrases that any groomer can understand at the next appointment.

Example record note (concise): 2026-01-20 | Doodle mix | Mat level 3 BE/axilla/tail base; sensitive HL handling. Client approved short clip body; keep ears as long as safely possible. Mat release + clip-down consent signed. Rebook 4 weeks; home care: friction zones qod 5 min.

Checklist: intake-to-plan workflow (printable)

• Verify client/pet identity and contact method
• Review medical/medication/behavior flags
• Hands-on coat/skin assessment with client present
• Agree on realistic goals (today plan + future plan)
• Confirm pricing range and pickup window
• Obtain required consents (clip-down, mat release, incident protocol)
• Document notes + take before photos (with permission)
• Confirm rebooking interval and home-care plan