I used to schedule patients for surgery and would get a similar reaction from patients who misunderstood their instruction! some were world class a-holes.

when approached with the "you knew I'd be back" attitude your answer could be, 'ma'am, i am sorry I don't recognize you!" Let the witch blow off her steam and then say, "Oh you were just in here!, The groomer who attended to your dog has gone for the day, how can I help you?"

(as painful as it is keep your cool, try not to get flustered and remember the old adage, tis better to be thought an ass than
to open your mouth and remove all doubt- they shoot themselves in the foot every time, no pun intended..)

When the blood 'ALL OVER' statement was made you come back with "Ma'am, I sure you would have noticed that the dog was bleeding when you picked him up, there was no blood on the floor and none in the cage when you left. I would not have let you leave the area with a bleeding dog."

be firm, don't argue the point, and don't lose your cool!

The one point that rude people use to their advantage is to
yell and scream and make you fold.....don't back down-and do not show indifference-just stand there and remember that every
windbag runs out of air eventually.

(i once had a woman yell at me, "If I die, I'm gonna sue!"
I thought to myself, "what a trick that would be!" When she
finished i asked her, "HOW CAN I HELP YOU?" she then realized that her rant wasn't goning to get her anywhere.)

when they see you aren't being phased by ther attack they should back down....should you have to explain in front of a
boss/coworker be direct and to the point ..

this b-- , ah, customer claims that her dog was cut and bleeding
from the grooming, i checked the floor and the cage and didn't see
any signs of blood, i would not have let the dog leave had I seen
any signs of the dog being hurt or cut. I am sure if the dog was bleeding ONE of us would have noticed.

It sounds like a script but practice it and it becomes automatic..
by making the last statement you get her involved and she has to come up with a reason as to WHY SHE DIDN"T NOTICE the dog's cut at the time she came in!!!!! If you have a good boss
they will follow up by asking the customer, "Ma'am did you notice the dog bleeding when you picked him up?" sometimes that will take care of it...good business practice maintains that the customer is always right, but sometimes people try to pull a fast one to get a freebie. by getting them 'involved' you can defuse a
situation like that


to save you some grief for the next time (i know that your
time is precious but you may try to engage the
customer in a bit of b.s. before they leave....)

'what a wonderful dog, i hope you like the cut, do you have any questions......' get them to look the dog over before you turn them over to the owners.....


thanks and don't let a jerk ruin your day!