Client Communication Tools That Save Groomers Time

The average groomer spends more time communicating than you might think—booking calls, reminder texts, rescheduling conversations, pricing questions, pickup updates. It adds up.

Good communication tools reduce this time while keeping clients happy. The goal isn’t less communication—it’s more efficient communication.

Here’s what works.

The Communication Problem

Phone calls interrupt grooming. Voicemails pile up. Text conversations stretch across days. Emails get buried. Clients wonder if you got their message. You wonder if they got theirs.

Inefficient communication costs:

• Time lost switching between tasks
• Missed appointments from miscommunication
• Frustrated clients who can’t reach you
• Mental energy tracking scattered conversations
• Lost business from slow responses

The solution isn’t working more. It’s building better systems.

All-in-One Grooming Software

Most modern grooming software includes built-in communication tools. Using what’s already in your system reduces app-switching and keeps everything centralized.

What to Look For

Automated reminders
Texts or emails sent automatically before appointments. Set them once—they work forever.

Two-way texting
Clients can reply to reminders. You can message them from inside the same system.

Client self-service
Clients book, reschedule, or update information without calling you.

Message history
All communication tied to client records. No searching through separate apps.

Options That Work

Teddy
Includes unlimited texting in its plans, so you’re not rationing reminders. Two-way texting keeps conversations in one place, and communication stays consistent without composing every message from scratch.

MoeGo, DaySmart, and other platforms
Offer similar communication features with different pricing structures and SMS policies.

The Benefit

Everything lives in one place. No juggling multiple systems. No lost messages.

Separate Business Phone Number

Using your personal number for business creates problems. Clients call on your day off. Work and life blur together. If you ever sell the business, your number is tied to client relationships.

Google Voice (Free)

A free second number that works through an app. Forward calls, text clients, and separate voicemail—while keeping your personal number private.

Works on: Any smartphone
Cost: Free
Limitations: Basic features, U.S. only

Setup steps:

1. Go to voice.google.com
2. Sign in with a Google account
3. Choose a local number
4. Install the app
5. Give this number to clients

Other Options

Grasshopper, OpenPhone, RingCentral
Paid business phone services with features like multiple lines, call routing, and professional greetings. Expect $15–$50 per month.

Text-First Communication

Most clients prefer texting. It’s less intrusive than calls, they can respond when convenient, and everything is documented.

Making Texts Work

Use templates
Create templates for confirmations, reminders, “your dog is ready,” and “running 15 minutes late.” Copy-paste or automate inside your software.

Set response expectations
Example: “I check messages between appointments and return all texts by end of day.”

Include complete information
Time, address, what to bring. Reduce unnecessary back-and-forth.

Example Templates

Confirmation
“Hi [Name]! [Pet]’s grooming is confirmed for [Day] at [Time]. Reply if you need to reschedule. See you then!”

Day-before reminder
“Reminder: [Pet]’s grooming is tomorrow at [Time]. Please text if anything changes. Looking forward to seeing [Pet]!”

Ready for pickup
“[Pet] is all done and looking great! Ready for pickup anytime. See you soon!”

Automated Reminders

Manual reminders don’t scale. Automated reminders work every time—without your involvement.

When to Send

• Confirmation at booking
• 48-hour reminder
• Day-before reminder
• Optional: 2–3 hour same-day reminder

What to Include

• Pet’s name
• Date and time
• Clear rescheduling instructions
• Your business name

The Results

Automated reminders typically reduce no-shows by 30–50%. That’s meaningful revenue saved.

Most grooming software includes this feature. If yours doesn’t, scheduling tools like Calendly, Acuity, or reminder apps can fill the gap.

Email for Detailed Communication

Text works best for quick updates. Email works better for detailed information.

Use Email For

• New client welcome packets
• Policy documents
• Aftercare instructions
• Invoices
• Marketing newsletters (with client consent)

Keep It Organized

• Use a business email (yourname@yourbusiness.com)
• Create folders by category
• Use a simple email marketing tool for newsletters

Avoid

• Sending urgent information only via email
• Expecting fast responses
• Over-emailing clients

Managing Message Overload

More tools can mean more messages. Stay structured.

Batch Communication

Check messages at set times—morning, lunch, end of day—instead of constantly. Protect grooming focus.

Adjust Notifications

Turn off non-essential notifications during appointments. Check manually during breaks.

Set Response Priorities

• Same-day appointments: Immediate
• Tomorrow’s appointments: By end of day
• General inquiries: Within 24 hours
• Non-urgent: When available

When Not to Respond

“Thanks!” “OK!” “See you then!”
If no question is asked, no response is required.

Client Portal Features

Many modern systems include a client portal where customers can manage tasks themselves.

Clients Can

• Book appointments
• View upcoming visits
• Update contact details
• Access pet profiles and history
• Upload vaccination records
• Pay invoices

Why It Helps

Every task a client completes themselves is one less task for you.

Self-service booking is especially valuable—clients can book 24/7 without interrupting your day.

Encouraging Usage

• Share booking links consistently
• Include portal links in reminders
• Avoid making phone booking easier than online booking

Communication for Mobile Groomers

Mobile groomers have unique communication needs.

ETA Updates

“Running about 10 minutes early—is that okay?”
“Traffic is heavy, running 15 minutes late. So sorry!”

Arrival Confirmation

“I’m outside whenever you’re ready.”
“All done! Max did great—he’s enjoying the post-groom zoomies.”

Navigation Coordination

Gate codes, parking instructions, entry details.

Text is ideal here—fast, documented, and doesn’t require clients to answer a call.

Handling Difficult Communications

Hard conversations are easier with scripts.

Rescheduling Their Appointment

“Hi [Name], I unfortunately need to reschedule [Pet]’s appointment on [Date]. Can you do [Alternative Date/Time] instead? Apologies for the inconvenience.”

Price Increases

“Hi [Name], starting [Date], my prices are increasing slightly. [Pet]’s full groom will be $[New Price]. Thanks for your understanding!”

Matted Dog Warning

“Hi [Name], I noticed [Pet] has significant matting. For their comfort, we may need to go shorter than usual. I’ll do my best to save length where possible. Wanted you to know before we start.”

Declining a Client

“Hi [Name], after some thought, I don’t think my shop is the best fit for [Pet]. I’d be happy to recommend other groomers who might work better.”

Templates eliminate the “What do I say?” hesitation.

Setting Boundaries

Clear expectations prevent resentment.

Communicate Business Hours

“I respond to messages Monday–Friday during business hours. Weekend messages will be returned Monday.”

Define Emergencies

Only true emergencies require immediate response. Adding nail trimming to tomorrow’s appointment is not an emergency.

Saying No

“I’m not able to fit additional appointments this week, but I have availability next week.”

Protect Off-Time

Use a separate work phone or aggressive Do Not Disturb settings. Protecting rest time protects your business.

Frequently Asked Questions

Should I give clients my personal cell number?

Avoid it if possible. Use a dedicated business number to maintain boundaries and professionalism.

How quickly should I respond?

Within a few hours during business hours is reasonable. Same-day responses for most messages. Immediate responses for same-day appointment issues.

What if clients keep calling instead of texting?

Some prefer calls. Accommodate when needed, but gently redirect:
“I might miss calls while grooming, but I check texts between every appointment.”

Is email or text better for reminders?

Text has significantly higher open rates. Email works well as a supplement—not your only reminder method.

How do I handle late-night texts?

Respond during business hours only. If it becomes a pattern, gently clarify expectations about response times.

Efficient communication isn’t about being constantly available. It’s about building systems that protect your time while serving your clients well.