"Thank you for calling Bark and Purr — Allen's Zen Den for pets! This is [Your Name]. Who do I have the pleasure of speaking with today?" [They give their name] "[Client Name]! Perfect — how can I help you and your fur baby today?" 🔒 NON-NEGOTIABLES ✓ This greeting is non-negotiable — every call, every time, word for word ✓ The energy behind it matters as much as the words ✓ "Zen Den for pets" is the brand hook — own it

[PAUSE. Let them see their pet first. Count to 3 in your head before speaking.] "Look at [Pet Name]." [Wait for their reaction. Then —] "I want you to know — [specific genuine compliment about the PET, not the groom]. Like, [Pet Name] actually has a personality today. It shows." [Real wellness observation — always] "One thing I noticed — [observation]. Nothing scary, just something I'd want you to know because you'd want to know." "I grabbed [product] for you — it takes literally thirty seconds at home and [Pet Name] will lose their mind for it." "Want to lock in [4–6 weeks out]? Their coat does best when we don't let it get away from us." "And if today made you happy — I would love a Google review. It genuinely helps us." "[Pet Name], you were perfect. See you next time, beautiful." 🔒 NON-NEGOTIABLES ✓ PAUSE and let them see the pet before you speak ✓ Lead with a specific compliment about the PET (not the groom) ✓ Always give one real wellness observation ✓ End by saying goodbye to the pet, not just the human

[PAWrent is nervous / apologizing / worried. Wait for them to finish. Then, gently —] "Hey. We've got [Pet Name]." [Short pause. Let those three words land.] "I want you to know — we actually love the ones who come in with a little extra personality. It means they have opinions. [Pet Name] sounds like they have great opinions." [If the dog has had bad experiences elsewhere —] "The thing about our approach is — we're not in a hurry. [Pet Name] gets to go at [Pet Name]'s pace. The goal is that eventually [Pet Name] runs in. We're playing a long game here." [If the PAWrent is apologizing for the dog's behavior —] "Please stop apologizing. Truly. You don't have to prep us — we speak dog. [Pet Name] is in the right place." "Go. We'll take care of them like they're ours. You'll hear from us." 🔒 NON-NEGOTIABLES ✓ Never rush the anxious PAWrent ✓ The pause after "We've got [Pet Name]" is as important as the words ✓ "Long game" language signals we're not transactional ✓ Never let them leave feeling judged

[Check the name before answering if your system shows it — ALWAYS] "Bark and Purr, this is [Your Name]! [Client Name]! How is [Pet Name] doing?" [If no caller ID — get to the name fast] "Bark and Purr, this is [Your Name] — who do I have the pleasure of speaking with today?" [They say their name —] "[Client Name]! Perfect timing — how's [Pet Name]?" [Listen. Actually listen. Reference whatever they tell you. Then move into booking —] "Okay good — let's get [Pet Name] in. What's working for you schedule-wise?" "Perfect. I have you down for [date/time] with [groomer name]. [Pet Name] is going to be so happy." "Anything else you need from us? Okay — we'll see you [day]. Tell [Pet Name] their fan club is waiting." 🔒 NON-NEGOTIABLES ✓ Use client's name AND pet's name as fast as possible ✓ Ask about the pet BEFORE you ask about the appointment ✓ Close the call talking about the pet, not the transaction ✓ If you genuinely remember something specific — use it. Every time.

"Thank you for calling Bark and Purr — this is [Your Name]. How can I help you and your fur baby today?" [They introduce themselves and their pet] "[Client Name]! And [Pet Name] is a [breed] — I love it. Welcome. What made you reach out to us today?" [Listen carefully — switching groomers? Bad experience? New dog? The answer tells you how to close them.] "So I want to tell you a little about how we work, because we're a little different — and in a good way. We practice Tranquil Tail Grooming — every visit is built around [Pet Name] specifically. Their coat, their personality, their history. The goal is that eventually [Pet Name] actually looks forward to coming in. We hear 'my dog has never liked the groomer' a lot — and honestly, that's kind of our specialty." [Pause. Let that land. Then —] "What's [Pet Name]'s experience with grooming been like so far?" [Listen. Respond. Then book.] "We're really glad you called. [Pet Name] is going to love it here." 🔒 NON-NEGOTIABLES ✓ Ask what brought them to you — then actually use the answer ✓ Describe Tranquil Tail in plain, warm language (not jargon) ✓ Ask about the pet's grooming history before recommending anything ✓ Never let a new client hang up without feeling certain they found the right place

[Call or text the PAWrent when you discover significant matting] "Hi [Client Name], it's [Your Name] at Bark and Purr — I wanted to catch you before we get too far in because I found something I want to walk you through." "So [Pet Name]'s coat has some matting [where] that's more significant than we could see at check-in. Here's what that means: [explain: mats are tight against skin, can't brush out safely, need to shave close, then explain options clearly]." "I want to be upfront about what this looks like and what it costs — no surprises. We're looking at [X] for the dematting/shave-down. The good news is [Pet Name] will feel SO much better, and we can talk about a maintenance plan to keep this from happening again." "Does that work for you, or do you want to come in and see before we proceed?" [Always get a yes before proceeding on any coat change] 🔒 NON-NEGOTIABLES ✓ Call the PAWrent — don't just proceed without consent ✓ Zero judgment on the client's home brushing habits ✓ Be specific about cost BEFORE you do the work ✓ Give them options and let them decide ✓ Document the conversation in the client profile