Pet grooming is one of the most technical cases in the service sector. Each animal has a name, breed, age, weight, particularities (fear of dryers, allergies, occasional aggressiveness). The owner trusts you with their dog or cat - if you forget something, you lose trust permanently. This guide shows how to configure BookHero so every visit feels custom-tailored.
Why the animal's card is the heart of everything
In pet grooming, more than in any other sector, memory counts. The client is Maria, but the protagonist is Tobias - 5-year-old golden retriever, 32kg, afraid of loud dryers, allergic to oat shampoo, good temperament but tense around the hindquarters. This information has to be accessible in seconds when Tobias walks in.
Catalog: by size and service type
The pet grooming catalog organizes around two variables: animal/coat type and service type. Keep clear:
- Small dog bath (up to 10kg) - 60 min - €25.
- Medium dog bath (10-25kg) - 75 min - €35.
- Large dog bath (>25kg) - 90 min - €45.
- Simple groom small dog - 90 min - €35.
- Full groom small dog - 120 min - €50.
- Full groom large dog - 150 min - €70.
- Breed groom (poodle, schnauzer, yorkshire, etc.) - 120 min - €60.
- Cat bath - 60 min - €30.
- Cat groom (Persian, Maine Coon) - 90 min - €50.
- Nail trim only - 15 min - €8.
- Ear cleaning - 10 min - €6.
Animal's card in private notes
This is the most important part. Each client has a card; in private notes, log:
- Animal name: Tobias.
- Breed: Golden Retriever.
- Current weight: 32kg (last check: 03/12).
- Age: 5 years.
- Temperament: docile, but tense around hindquarters.
- Health: allergic to oat shampoo. Fears loud dryer - use medium.
- Vaccines: up to date (booklet at home).
- Preferred grooming: bath with hypoallergenic shampoo, medium drying, nail trim YES.
- Last visit (03/15): bath + nail trim. Got agitated on hindquarters. Owner asked to speed up.
Multiple animals per owner
Many clients have 2 or 3 animals. BookHero handles this via single client + structured private notes:
Reminders in pet grooming
Dog bathing takes 90 min and is an economically significant slot. 24h reminder with explicit confirmation request:
| Plan | Reminder |
|---|---|
| Free / Starter | Email 24h before |
| Pro / Enterprise | WhatsApp 24h before - direct channel with the owner |
Cancellation policy
Long slots (60-150 min) and consumed materials justify firm rules:
- Cancel up to 24h before: free.
- Cancel <24h or no-show: charge 50% on the next booking.
- 3 no-shows without notice: prepayment required from then on.
- Communicated in service description and in automatic confirmation.
- Animal-health justifications are exceptions - bilateral trust.
Team in a pet shop with multiple groomers
In pet shops with 2+ groomers, important decisions:
| Decision | Recommendation |
|---|---|
| Specialization by animal | Big dogs for Sara, cats exclusively for João |
| Auto-assignment | Random or round robin for new clients; recurring clients ask for their groomer |
| Physical space | BookHero manages by professional; if there's a grooming-table limit, create the table as a virtual professional |
| Commission | Monthly report shows revenue per groomer |
Products at checkout
Home-care products are a natural addition at checkout: hypoallergenic shampoo, brushes, toys, dental snacks. 5-10 products in the catalog, recommended based on what you saw during the service.
Invoicing
Pet grooming rarely requires an invoice with tax ID (not reimbursable), but some clients ask to log the expense. BookHero issues an informational PDF document (FAT) with tax ID. For 99% of cases, that's enough.
Monthly reports
| Indicator | Healthy | Watch |
|---|---|---|
| Recurring client (4-8 weeks) | 70%+ | <55% (focus on pre-booking) |
| Cancellations / no-shows | <10% | >15% (review policy) |
| Mix by size | Medium and large >50% | Small >70% (weak margin) |
| Product revenue | 5-10% | <3% (review catalog) |
| Average time per service | Close to estimate | Systematically over (review durations) |
5-day launch plan
Day 1: catalog by size
Baths + grooms + extras. Include weights in the name.
Day 2: team (if applicable)
Each groomer with their catalog. Consider who handles cats.
Day 3: WhatsApp notifications
Pro+ on the plan for the right channel.
Day 4: service descriptions with clear rules
Cancellation, minimum animal age, maximum weight.
Day 5: import existing clients
Initial private notes with animal info.
FAQ
How do I manage owners with multiple animals?
One client, multiple sections in private notes (one per animal). In the booking description, specify which animal: Tobias - bath or Luna - groom.
Can I attach a photo of the animal to the card?
BookHero doesn't have direct image upload. Workaround: paste a link (Google Photos, Drive) in private notes, or use the name in notes (Tobias - golden 32kg photo on Drive).
What if the animal is aggressive - can I refuse?
Yes, log in private notes (Tobias - reacts on hindquarters). If risk is high, create a pre-assessment policy (mini 10-min service before the first real bath). Communicate in the service description that dogs with aggressive history need an assessment.
I have one grooming table and 2 groomers - how to manage?
Create the grooming table as a virtual professional. Assign only services that need the table. The 2 groomers stay free for parallel baths, but only one groom at a time.
Can clients book online without me seeing the animal first?
For new clients, consider creating a free Initial assessment (15 min) before the first bath. Lets you check temperament, real weight, particularities. For regular clients, direct booking without friction.