Running a dog grooming business can be an incredibly rewarding career, but it also comes with its fair share of challenges, especially when trying to balance family life.
In this in-depth interview, Joel Kleber dives into the experiences of Colleen, a new Jim’s Dog Wash franchisee, and explores how she’s navigated the transition from employee to business owner while maintaining a healthy work-life balance.
From Employee to Entrepreneur: Colleen’s Journey
Prior to starting her own dog grooming business, Colleen was a service department manager for a golf cart wholesaler.
While her previous role provided a steady paycheck, she felt a strong desire for more autonomy and flexibility in her work.
Colleen’s search for a more flexible career led her to explore the world of dog grooming, and she was immediately drawn to the Jim’s Dog Wash franchise.
“The more I looked into it and the more I looked into the Jim’s Group, it just seemed really supportive,” she says.
“You’ve got the backing of the head office and the call center, you’ve got your franchise support officer there for you if you need any help, and we have a group chat, so when something happens, I can just reach out and say, ‘I need help. Who’s in the area who can swing by?’ The whole group has been so friendly and so helpful, and that was a real big draw card for me.”
Navigating the Training Process at Jim’s Dog Wash
Colleen’s transition from a completely unrelated field to the world of professional dog grooming could have been challenging, but the comprehensive training provided by Jim’s Dog Wash made the process much smoother.
“I really appreciated the two-fold training,” she explains.
“For starters, I’m coming in to run my own franchise, so I get four days down in Melbourne to do training on that, which was really great. And then the two weeks on-the-job training with your trainer out in the field in your own trailer, so that you’re familiar with all your own equipment, that was really great.”
Colleen’s approach to the training process was to dive in headfirst, a reflection of her self-described “take life by the horns” attitude.
“I’m a very take life by the horn situation, that’s me, you know,” she says.
“So I’m like, yeah, if I’m going to learn it, I’m going to watch once, and then I need to get in and do it.”
Her trainer recognized Colleen’s eagerness to learn and adapted the training accordingly.
“She was right beside me for the first day or two until she felt that I was confident, and then she just stepped outside the door. She’s still within earshot, she’s still within sight of me, and she kind of just let me go and learn how to do things myself. And I asked questions, and she helped, and I had her double check at the end to make sure the groom was all nice.”
Colleen acknowledges that not everyone learns the same way, and the Jim’s Dog Wash training program is designed to accommodate different learning styles.
“I think some people need to watch a bit longer, and that’s available to you. Some people want to watch once and then dive straight in and learn physically, learn hands-on, and that’s available too.”
Delivering Exceptional Customer Service
One of the key pillars of Colleen’s success as a dog groomer has been her unwavering commitment to exceptional customer service.
“Communication is the biggest thing,” she emphasizes.
“It is the in-capital letters of customer service.”
Colleen’s background in customer service roles has equipped her with a deep understanding of what clients value most.
“I’ve come from years of office jobs in customer service, and I think if a customer sees that your pricing is increased because the dog is matted, well, why? And then I explain it to them, and I explain this is why it hurts the dog when they’re matted, and this is how it can happen, this is how to avoid it, etc. And I’ve had a lot of great feedback from my customers that just the extra time I take to communicate with them as to what’s happening.”
Colleen’s communication strategy extends beyond just explaining the grooming process.
She also makes a point of remembering her clients’ and their pets’ names, a personal touch that her customers truly appreciate.
“I take the time after my appointments or during or whenever I can to note down in brackets the dog’s name, so if I’m turning up to my lovely customer Maria this morning and she’s got her little older dog Karina, I say, ‘Hey, how you doing, and how’s Karina today?’ And they just think, ‘Oh, I’m special to you. You remembered me. How did you remember me?’ And it’s just a personal touch. It’s not just a customer; they’re a friend, and they’re a customer as well.”
Colleen’s commitment to customer service has paid off, with many of her clients becoming repeat customers. “I’ve already had some repeats start coming through this week,” she says, “and I’m not even worried about that anymore, five weeks in. I’ve lost that worry factor because I’ve already got bookings into August.”
Balancing Business and Family Life with Jim’s Dog Wash
One of the primary reasons Colleen was drawn to the Jim’s Dog Wash franchise was the opportunity to achieve a better work-life balance.
“I wanted to have a little bit more autonomy over what I did and the time frames of my work,” she explains.
“I wanted to be able to be there for my daughter for her transition to kindergarten class, and that’s something I couldn’t do with a 9-to-5 job.”
Colleen has been able to successfully integrate her family responsibilities into her business schedule.
“I still have my kids to drop off in the morning at 8:30, so I schedule my first appointment if they’re local at 9:00, if they’re a little further out, it’s 9:30, and then I just go from there. I try to take my last appointment at like 4:30, sort of thing, because it’s winter and it’s getting darker, and some customers don’t get home until late, and they’re not available when I’m available. So I do offer later appointments, and then I just let them know that, you know, it’s fully heated, it’s fully enclosed, it’s like a little sauna in there once we start getting going.”
Colleen’s children have enthusiastically embraced her new career, often wanting to accompany her on her grooming appointments.
“My kids are constantly wanting to chuck sickie days at school so they can come out with me, and I’m like, ‘That’s good,’” she laughs.
“And they’ve noticed a change in me, I think, just being able to come home, do a quick clean, and then that’s it, and I make a point of stopping, and I wait till after bedtime to do any computer work because then, you know, they still need their mom as well.”
Navigating Challenges and Providing Specialized Care
While Colleen’s transition to business ownership has been largely smooth, she has encountered a few challenges, particularly when dealing with aggressive or anxious dogs.
“I have been bitten on my finger already,” she admits, “and it was because the dog was heavily matted, very close to the skin, and obviously trying to shave that out can be quite uncomfortable for the dog.”
Colleen’s approach to handling these situations is to remain calm and reassuring, and to communicate openly with the client.
“Talking to them in a reassuring voice, not getting upset yourself, and obviously being my own business, I’m in a position where I can say, ‘Okay, I have to stop.’ I don’t just walk away. I’ve been in contact with that customer again, and I’ve said to her, ‘You know, the recommendation is to see the vet and see about getting the dog sedated so that we can shave the dog down while it’s asleep, and it’s more comfortable for them.’”
Colleen also takes the time to understand her clients’ preferences and provide personalized recommendations for their pets’ grooming needs.
“I will often ask the customer, ‘Do you have a photo of your dog when you love the look of it? Like, when you love the groom, you know, what is it that you’re looking for exactly?’ And if it’s more of an explanation, I say, ‘Okay, do you have a photo from that time that you could show me and text it to me, and I’ll work from that.’”
Colleen’s commitment to providing specialized care extends to the products she uses as well.
“I use Pet Petway pet care products, and they’ve got a gentle wash for sensitive skin as well, and I’ve used that on a few dogs for sensitive skin or eczema and things, and it seems to work quite well. You obviously, you know, you’re not restricted as to what products you can use as long as they’re safe products.”
The Advantages of the Jim’s Dog Wash Franchise
One of the key factors that drew Colleen to the Jim’s Dog Wash franchise was the comprehensive support and training provided by the company.
“Jim’s Group offers a lot of opportunity to be informed about what it entails and what you need to get started,” she explains.
“You get the opportunity to have a Zoom meeting with someone from head office and ask them what questions you need, and then you’ve got a one-on-one meeting with them again. There’s plenty of opportunity to get information and get answers for the questions you have before you start, and I really appreciated that, and that’s why I chose Jim’s Group.”
Colleen also highlights the benefits of the mobile grooming trailer, which has been designed with the franchisee’s needs in mind.
“The windows help, and the one at the front as well, and obviously the doors got the barn door, so you can open the top if you need to. But no, I never seem to feel claustrophobic or anything like that. It’s quite comfortable in there.”
The trailer’s heating and water systems have also been a game-changer for Colleen, ensuring a comfortable environment for both her and her canine clients.
“There’s a great heater, the water is warm, you can set temperatures, and you check it, and they end up, some of my dogs end up like steaming. They’re just so nice and toasty warm when they come out of the bath, and then the dry is heated as well, so they get a warm bath and a warm dry-down.”
Colleen’s experience with the Jim’s Dog Wash franchise has been overwhelmingly positive, and she encourages others who are considering a similar path to take advantage of the support and resources available.
“I would simply say just be informed,” she advises.
“Jim’s Group offers a lot of opportunity to be informed about what it entails and what you need to get started.”
Embracing the Flexibility and Rewards of Dog Grooming
Colleen’s journey from employee to successful dog grooming business owner is a testament to the power of determination, adaptability, and a commitment to exceptional customer service.
By embracing the flexibility and support offered by the Jim’s Dog Wash franchise, she has been able to create a thriving business that aligns with her family’s needs and her own passion for working with animals.
For those considering a career in dog grooming or starting their own business, Colleen’s story serves as an inspiring example of what’s possible when you take the leap and surround yourself with the right support network.
Whether you’re looking to achieve a better work-life balance, pursue your entrepreneurial dreams, or simply share your love of dogs with the world, the dog grooming industry may just be the perfect fit.
To learn more about the Jim’s Dog Wash franchise and how you can get started, visit their website at jims.net/own-a-franchise or call 131 546 in Australia or 0800 454 654 in New Zealand.
You can also connect with Jim’s Group on their Facebook, Instagram, YouTube, Twitter, LinkedIn, and TikTok channels to stay up-to-date on the latest news and opportunities.
Key Takeaways:
- Colleen transitioned from a service department manager to a successful dog grooming business owner with the support of the Jim’s Dog Wash franchise.
- The comprehensive training program, including both classroom and on-the-job components, helped Colleen gain the necessary skills and confidence to run her own business.
- Exceptional customer service, including clear communication, personalized attention, and a focus on the well-being of both pets and their owners, has been a key driver of Colleen’s success.
- Colleen has been able to achieve a healthy work-life balance by strategically scheduling her appointments and prioritizing time with her family.
- The Jim’s Dog Wash franchise provides a supportive network, specialized equipment, and ongoing training to help franchisees like Colleen thrive in the dog grooming industry.