Imagine if you dropped your pet off for grooming and an hour later you asked your husband to pick him/her up and he bought home a soggy cat/dog??? How would you feel and how would you react? Outraged, to say the least. Well, this is exactly what happened to me and this is the tale of my soggy cat.
About a month ago, I decided to take our cat to Petsmart to get her back claws trimmed since they were almost 3 inches at this point. Every time she jumped out of my lap, they would dig into me leaving red marks. So it was time. I made an appointment and we took her in. The lady at the grooming salon was helpful and courteous. She checked us in, checked the cat’s rabies vaccination and explained to us all the different services they offer for cats. She mentioned they could bathe her, clean her ears, trim her nails all for a hefty price of $31.00. Hubby and I debated back and forth a bit about whether she needed a bath or not. Finally, we decided to go ahead and do the whole nine yards. She chuckled as she said that she had only bathed two more cats before this. I didn’t think much of it because after all, we were at Petsmart and these were professionals who knew what they were doing. We handed our pet carrier over to her as she said she will give us a call when she is done. We left the store smiling and chatting away, as I was trying to recall the list of errands we had to do while we waited.
We did our errands and we still had not received the call to get our cat at which point we decided to get home. Hubby offered to go get our cat when they called while I stayed home and prepped for dinner. Sure enough, the phone rang shortly thereafter and he was on his way to get our cat. He returned ten minutes later with Lu’lu and I was excited to see her because this was the first time she had been professionally groomed ever since I bought her 6 months ago! I let her out of the carrier and she immediately jumped out and ran to sit on the couch. I let her chill out for ten minutes or so since she had just gotten back. A short while later, I went to pet her and was amazed at how soft her fur was and how clean she smelled. I bent down to pick her up and put my arm underneath to her to scoop up. To my shock, the whole underside of her (belly area) was soggy as can be and wet! Then I realized my cat was shivering!!! I was so upset and disappointed after having spent $31 on her at a professionally grooming salon, only to have a soggy shivering cat! 😦
I was too upset at that point to do anything about it so I just took a towel and dried her off more and proceeded to have a quiet dinner. After dinner, hubby went to bed as usual and I went on the computer. On the computer desk, laid the receipt for the grooming salon. I looked at it with despair feeling like I’ve just wasted my money and regretting the whole experience. As I read the receipt, I got to the bottom where it said, “Please take our survey online about your recent grooming experience at Petsmart and receive a $3.00 off coupon instantly!” Immediately, a bell went of in my head! Cha-ching! Anything to save money and besides, this gave me the perfect opportunity to tell the store all about my horrible experience. Also being a business major, I was looking forward to seeing what kind of customer service Petsmart would provide and how they would satisfy the customer.
Late at night, I went online and took a short survey about my experience, most of which was just rating different aspects on a scale of 1-5. Then at the end it said, if you have any comments please elaborate here and it had a text box. You bet I wrote the whole story there and clicked next. The final question was, “Would you like someone to contact you in regards to your experience to see how we could fully satisfy you?”. I clicked yes and typed in my phone number. Clicked SUBMIT and got my coupon code and wrote it down. A week had gone by and I received a call which I had missed and the person left a voicemail. It was the salon manager from Petsmart calling in regards to my experience. The message was short and she had just asked me to call her back. I called her back a few days later and she apologized about the whole thing as I explained to her how disappointed I was to have a soggy cat. She then said, “This is going to sound weird, but I am the who bathed your cat.” With a surprised tone of voice I said, “Um okay?”. She then offered to re-bathe my cat to ensure the cat is fully dried this time.
Now, if you know anything about cats you cannot bathe them frequently especially in the winter as it will dry out their skin. Cats are also natural self-groomers so they do not need to be groomed that often. I told her, “I don’t think that’s a good idea since she was just bathed a week ago.” She agreed and said she will put me on hold as she spoke to her supervisor to see what she can further do. She returned shortly and said she will give me a gift card for $25.00. I said okay, thanks. I thought that was a fair deal although I think it would be more logical if the gift card was for the exact amount I spent for the grooming service. Few days later, I received the gift card in the mail with a greeting card addressed to Lu’Lu! It was so cute and it was handwritten too! 🙂
To conclude, I was pleased with how Petsmart handled the situation and how it was resolved. So next time you have a bad experience, be sure to speak up. Whether it is by taking a survey like I did, or speaking to the manager. Most people just become irate and go off the deep end from the start, but really…explain your situation and give them a chance to resolve it to your satisfaction. One thing I learned as a business major is that a company’s most valuable asset is their customers! Its far more expensive to attract new customers than to keep your current ones!