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Table of
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| INTRODUCTION 1 THE HERITAGE OF PET GROOMING The Evolution of Pet Grooming Salons Pet Grooming Salons Circa 1980-2000 2 INTRODUCING THE MADSON MANAGEMENT SYSTEM An Overview of the Madson Management System Madson Management System Forms 3 STEP ONE OF THE BUSINESS PLAN The Objectives of Step One The Action Plan For Step One The Support Staff at Step One The Pet Bather The Receptionist and Telemarketer at Step One Introducing Your Staff to the Madson Management System Guidelines For Three or More Employees The Checklist Before Beginning Step Two 4 STEP TWO OF THE BUSINESS PLAN The Objectives of Step Two The Action Plan For Step Two The Support Staff at Step Two The Assistant Pet Trimmer The Receptionist Drawing Funds From the Cash Reserve Telemarketing at Step Two The Checklist Before Beginning Step Three 5 STEP THREE OF THE BUSINESS PLAN The Objectives of Step Three The Action Plan For Step Three The Support Staff at Step Three The Telemarketer The Bathing Department Supervisor The Master Pet Trimmer The Pet Salon Manager at Step Three 6 THE PET GROOMING SALON MANAGER Management Responsibilities Characteristics of a Successful Manager The Successful Manager's Attitude Attitudes About Client Satisfaction Attitudes About Quality Attitudes About Staff Working Relationships Internal External Making Decisions and Getting Results Rewards of the Management System 7 CREATING A SUCCESSFUL SUPPORT STAFF Job Descriptions Personnel Files Personnel Policies and Procedures-The Employee Handbook Training Guidelines Supporting Teamwork Salaries Developing a Reward System 8 HIRING THE SUPPORT STAFF Sources of Job Candidates Job Applications The Hiring Interview Guidelines Attitudes Regulations Practical Examinations For Applicants Selecting the Best Applicant New Employee First Day Procedures The Introductory Period Agreement Employee Confidentiality Agreement Orientation Job Agreements 9 AN EFFECTIVE SUPERVISORY SYSTEM FOR THE SUPPORT STAFF Effective Communication With the Support Staff Verbal Written Listening Demonstration Improving and Maintaining Employee Morale Benefits of Support Staff Meetings Common Performance Problems Conflicts Tardiness Absenteeism Substance Abuse Lack of Motivation Rumors How to Conduct a Job Performance Evaluation Procedures For Employee Termination Procedures For Voluntary Departures 10 DEVELOPING A SAFETY PROGRAM Developing a Safety Program Pet Handling Safety Bathing Safety Equipment Safety Fire Safety Chemical Safety Emergency Procedures The Groom Alert System Avoiding Mistakes 11 CLIENT RELATIONS THAT BRING THEM BACK AGAIN AND AGAIN Bonding Clients With Effective Client Relations Client Relations Policies and Procedures Client Relations Skills Client Relations "Scripts" The Preferred Client Program Appointment Confirmations Daily Response Report (Receptionist) Madson Client Relations Business Forms Client and Pet History Filecard The Daily Caging and Payment Register Pet Care Services Brochure/Mailer Pet Groomer's Report and Health Alert Pet Sympathy Card The Get Well Card For Pets Pet Birthday Card Client Response Postcard Client Service Questionnaire Pet Sitter's Information Record Client Service Procedures The Price Sheet Pet Salon Promotional Tours Pet Grooming Tutorial Pet Care Service Liability Issues Management's Responsibility For Client Relations Employee Responsibility For Client Relations 12 THE PEOPLE AND PET MARKETING PROGRAM Mapping the Market Area Marketing With the Client and Pet History Filecards Using the Client Base to Measure Achievement Increasing Profits Using the Client Rating The Business Logo Telemarketing - The Revolution Appointment Scheduling Calls to Preferred Clients-Option B Check-up Calls to Option C Clients Calls to Attract New Clients Profitable Advertising Yellow Pages Local Publications Selecting Publications For Advertising The Message Placing Ads and Tracking Client Response Neighborhood Canvassing as Advertising "Swing-Shift" Pet Care Services Marketing For Cats Direct Mail Marketing Referrals Veterinarians Realtors Marketing Retail Pet Products 13 DAILY BOOKKEEPING AND RECORD KEEPING PROCEDURES Madson Bookkeeping Business Forms Weekly Employee Timekeeping Record The Daily Caging and Payment Register Manager's Daily Summary Report of Services and Sales The Information Center Controlling the Salon's Supplies Inventory Information Return Form 1099 14 FINANCIAL MANAGEMENT TO INCREASE PROFITS The Annual Profit and Loss Projection Weekly Summary of Complete Trim and Bath-Only Services Financial Statements The Income Statement The Balance Sheet Profit and Loss Ratios Comprehensive Business Insurance 15 PLANNING FOR THE FUTURE A State-of-the-Art Pet Grooming Salon Client Reception Department Trimming Department Bathing Department Caging Area Supplies Storage Employee Rest Area Office Exterior Expanding Into a Pet Center Funding a Retirement Plan Creating an Alternative Lifestyle Becoming a Full-Time Manager Absentee Ownership Succession Planning Selling the Salon to Outsiders An Employee Buyout Bequeathing the Salon to Family Members APPENDIX A FORM COMPLETION INSTRUCTIONS Cash Reserve Journal Sheet Daily Response Report (Receptionist) Daily Response Report (Telemarketer) Client and Pet History Filecard Daily Caging and Payment Register Pet Groomer's Report and Health Alert Annual Profit and Loss Projection Manager's Daily Summary Report of Services and Sales Supplies Control Log Sheet APPENDIX B PERSONNEL FORMS Job Descriptions Manager Master Pet Trimmer Assistant Pet Trimmer Bathing Department Supervisor Pet Bather Receptionist Telemarketer The Employee Handbook Job Performance Evaluation Forms Manager Trimming Department Bathing Department Client Relations Department APPENDIX C TELEMARKETING PROCEDURES FORM |
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