Jason. Just a trim for him. This is important, I told her, because I don’t want his coat shaved off—once that wire hair is gone it never grows back. Did she understand, I asked?

Yes, she answered. But did I want Jason’s skirt trimmed?

Skirt? I stared blankly a

I had an experience the other day that has made me think about how too many customer service experiences unfold in the business world today, and about the difference that really good service can make.

I have two dogs. Earlier this week, it was time for them to get their summer haircuts so that they will be able to comfortably cope with the Houston heat.

The newest addition to the house is Jason, a miniature schnauzer who had been the prized pet of an old lady who had to give him up for adoption when she moved to a nursing home. She had chosen to keep him fully furred, not trimmed in the traditional schnauzer cut, so that he had a really nice wire haired coat to go with his bushy eyebrows and stubby tail. The other dog is Lucky, a schnauzer-poodle mix—poodle ears and body, schnauzer muzzle and curly tail—he gets the traditional cut.

So, I took the two little guys to the groomers the other morning. I was the first client of the day, and the salon was nice and quiet. I explained what I wanted to the person who would be doing the job—traditional schnauzer cut on Lucky, but not on Jason. Just a trim for him. This is important, I told her, because I don’t want his coat shaved off—once that wire hair is gone it never grows back. Did she understand, I asked?

Yes, she answered. But did I want Jason’s skirt trimmed?

Skirt? I stared blankly an

ummer haircuts so that they will be able to comfortably cope with the Houston heat.

The newest addition to the house is Jason, a miniature schnauzer who had been the prized pet of an old lady who had to give him up for adoption when she moved to a nursing home. She had chosen to keep him fully furred, not trimmed in the traditional schnauzer cut, so that he had a really nice wire haired coat to go with his bushy eyebrows and stubby tail. The other dog is Lucky, a schnauzer-poodle mix—poodle ears and body, schnauzer muzzle and curly tail—he gets the traditional cut.

So, I took the two little guys to the groomers the other morning. I was the first client of the day, and the salon was nice and quiet. I explained what I wanted to the person who would be doing the job—traditional schnauzer cut on Lucky, but not on Jason. Just a trim for him. This is important, I told her, because I don’t want his coat shaved off—once that wire hair is gone it never grows back. Did she understand, I asked?

Yes, she answered. But did I want Jason’s skirt trimmed?

Skirt? I stared blankly a

sen to keep him fully furred, not trimmed in the traditional schnauzer cut, so that he had a really nice wire haired coat to go with his bushy eyebrows and stubby tail. The other dog is Lucky, a schnauzer-poodle mix—poodle ears and body, schnauzer muzzle and curly tail—he gets the traditional cut.

So, I took the two little guys to the groomers the other morning. I was the first client of the day, and the salon was nice and quiet. I explained what I wanted to the person who would be doing the job—traditional schnauzer cut on Lucky, but not on Jason. Just a trim for him. This is important, I told her, because I don’t want his coat shaved off—once that wire hair is gone it never grows back. Did she understand, I asked?

Yes, she answered. But did I want Jason’s skirt trimmed?

Skirt? I stared blankly a

the traditional cut.

So, I took the two little guys to the groomers the other morning. I was the first client of the day, and the salon was nice and quiet. I explained what I wanted to the person who would be doing the job—traditional schnauzer cut on Lucky, but not on Jason. Just a trim for him. This is important, I told her, because I don’t want his coat shaved off—once that wire hair is gone it never grows back. Did she understand, I asked?

Yes, she answered. But did I want Jason’s skirt trimmed?

Skirt? I stared blankly a

Jason. Just a trim for him. This is important, I told her, because I don’t want his coat shaved off—once that wire hair is gone it never grows back. Did she understand, I asked?

Yes, she answered. But did I want Jason’s skirt trimmed?

Skirt? I stared blankly and finally figured out that she was talking about the feathery bits on his chest and belly. Yes, fine, I said. Trim that area but just don’t shave him. She nodded.

I went back a few hours later to pick up the boys. At that point the salon was buzzing with dogs, clients, and groomers. The fur was literally flying. First came Lucky, looking very dapper and neat. A few seconds later, out came Jason, and my mouth dropped open.

He had been completely shaved!!! The groomer had given him a standard schnauzer cut—and that lovely wire coat was gone forever.

I couldn’t believe it. I was angry and sad at the same time. What had happened? How could the conversation we had had in the morning have been so completely lost?

After discussing the situation with the salon owner, she reluctantly refunded my money, which was very small consolation for the snafu. It should be no surprise that I will not be going back to that salon when the boys’ fur has grown out.

This whole thing left me thinking about how this kind of customer service happens in other businesses. There we