Weight: 169.6 lbs
Woke up to a message on Jess’ phone from a friend. The friends message was regarding them receiving the liability waiver to sign for their upcoming grooming appointment. The friend was saying that they are not going to sign the liability waiver, because they disagree with it.
Both Jess and I were surprised, that of all people.. it was someone who we would have never expected to give us a problem. We have always had a liability waiver for grooming clients, we just recently made the waiver electronic, and are having people sign it through the electronic portal now.
I got up, took a shower, got dressed, and left for work.
Jess and I agreed to respond to her message with the following:
“Hi xxxxxx, since we have been a very fast growing buisness, and there are the risks of grooming, we do require everyone agree to the waiver. Almost every grooming salon has a form that is some varation of the waiver we are using. If you would like to refer to a few waivers, you can look for others online to compare. We have always had a waiver that customers review and sign at their first appointment, we are now just making the waivers electronic, so that all employees, no matter where they are, may access any needed customer files. If you would feel safer, you could try another groomer that doesn’t have safety waivers in place in the event of something happening.”
We sent the above message, thinking that it sounded polite, and went about our day as usual.
On my lunch break I called Jess to hear if the friend had responded to our message… and she had..
Her response to our message was:
“I have to say I am quite shocked and disappointed at your response. We have trusted xxxxxxx to your care for years. You must realize that any “fast growing business” takes responsibility if they injure your animal. No? Is your business getting too large to not make it right if you injure an animal? I am a paralegal and I don’t understand how one can be expected to sign something that basically states that if YOU injure xxxxxxxx then YOU will not be responsible. Sudden death? Yes. If it wasn’t caused by you. You can’t help that.”
By this point, both Jess and I were completely shocked that someone we thought was our friend, would be saying anything like this to us. We both mutually agreed that if she was willing to act like this over the liability waiver, then we didn’t care to keep her as a customer or friend. we could only imagine how she would be if anything ever did happen to her pet.
We responded to her message with:
“I am doing as all other big and small groomers, and having customers sign the liability waiver. I’m Sorry it has come to this, but i am trying to do what I believe the right thing is for our Salon. Your appointment has been canceled, let me know if I can help you with anything else.”
Jess and I didn’t talk too much or dwell on what had just taken place, but rather chose to move on with the day, and remember that there is nothing that we could have done to prevent this situation, we’ve always had a liability waiver that we have all of our customers sign.
After work I went home. I cleaned my motorcycle while Jess heated up some letlft overs while making corn on the cob.
After dinner I took apart the deck railing that had been recently damaged by the wind, and then started working on getting my boaters safety certificate, for our upcoming trip.
Weather: mid 80s and sunny.