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Pet grooming phone script: breed, coat condition and temperament before you book

InfiVoice ยท 2026-11-14

A grooming slot is not a generic hour. A matted doodle can take three times longer than a short-coated terrier, and a nervous dog changes which groomer should take it. Whoever answers the phone is really sizing up an animal. This script gets the details that decide time, price band and who handles the pet.

Start with the animal, not the calendar

> "Thanks for calling [Salon Name]. Tell me about your pet. What kind of dog or cat is it, and what is the name?"

People enjoy talking about their pet, and it gives you the breed before you ask for it.

The coat questions

> "What breed or mix is [Pet Name], and about how much does [he/she] weigh?"

> "How long is the coat right now, and when was the last groom?"

> "Is there any matting? Where, behind the ears, under the legs, or all over?"

> "Does the coat tangle quickly between visits, or does it stay fairly easy?"

If the caller says "a little matted," ask where. Mats close to the skin often mean a shorter cut or extra time, and the owner should hear that before the visit, not at pickup. Do not promise a style. Say the groomer will check the coat and talk about options.

> "If the coat is matted, our groomer may need to cut shorter to keep [Pet Name] comfortable. We will go over it with you when you drop off."

Use that line only if it matches how your salon works.

Health and records

> "Is [Pet Name] up to date on vaccines? We ask for records before the first visit."

> "Any skin problems, allergies, ear infections or sore spots we should know about?"

> "Is there anything about age, joints or heart that affects how long [he/she] can stand or be handled?"

> "Is [Pet Name] on flea or tick treatment right now?"

State your own rules plainly, such as whether you require proof of rabies. Do not guess or invent a policy. If you are unsure of the requirement, say you will confirm with the groomer.

Temperament

Many salons handle this tactfully, and so should you.

> "How does [Pet Name] do with brushing, clippers and being handled around the feet and face?"

> "Has [he/she] ever been nervous or snapped at a groomer?"

> "Is [Pet Name] okay with other dogs nearby?"

Ask without judgment. Nobody should feel blamed for an anxious dog. Record the answer exactly, and flag it for the groomer.

Service and booking

> "Are you looking for a full groom with a haircut, or a bath and brush?"

> "Do you want nails, ear cleaning or teeth brushing added?"

Give a duration only from your own timing. If you do not know, say the groomer will confirm it. Matted, large or first-time pets may need longer slots, so offer the longest available option when the coat information points that way.

Drop-off and pickup

> "Can you drop [Pet Name] off at [Time], and who will pick up?"

> "What is the best number to reach you during the groom, in case we have a question?"

Ask if a different person will collect the pet. Ask about any medication to give during the stay, if you offer that.

Details to record

Owner name and phone, pet name, species, breed, weight, age, coat length, matting location, last groom date, vaccine status, health notes, temperament notes, services requested, drop-off and pickup times, and who collects.

Example call: a first visit with a matted poodle mix

Caller: I want to book a groom for my poodle mix. I have not had him groomed in a while.

Agent: Thanks for calling [Salon Name]. What is his name and how much does he weigh?

Caller: Milo, about 30 pounds.

Agent: Nice. How long is his coat and is there any matting?

Caller: Quite long, and he has mats behind his ears.

Agent: Thank you. Is he up to date on vaccines, and how is he with clippers?

Caller: Yes, and he is a bit nervous about his feet.

Agent: Thanks for telling me. I will note that for the groomer, and I will offer you a longer slot because of the coat.

Using this as an InfiVoice voice agent

Groomers have wet hands and a dog on the table, so calls often miss. An agent can answer, ask about the animal and book.

In InfiVoice, add the coat, health and temperament questions, then send the full details to your team with a note when the answer flags matting or nerves. Put your vaccine rules, service list, durations and drop-off hours in the knowledge base. Add a line that the agent never promises a haircut style or a price for a matted pet.

Test with a first-time puppy, a matted large dog and a nervous senior dog. One credit equals 60 seconds. The Free plan has 100 credits and Pro is $79 per month with 250 credits.

Frequently asked questions

Why do groomers ask about matting on the phone?

Matting changes the time, the cut and often the price, and it is better that the owner hears so beforehand.

Should the phone agent promise a specific haircut?

No. It records the wish and lets the groomer confirm after seeing the coat.

What if the dog has bitten or snapped before?

Record it neutrally and flag it so the groomer can prepare. Do not turn the booking away unless your policy says so.

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