Having the correct content on your website will set in writing your businesses expectations. If they cannot agree to these conditions, they look at another groomer.

When writing on your website/social media or new client form you need to include:

Before the Groom: What are your expectations of a client?

Your expectations as a groomer (Being on time, cancellation notice, grooming in between)

During the Groom: What should the client expect of you?

What they are to expect of you (grooming style (holistic, work with the cat, high quality, timing, owner to stay, bring a carrier, etc)

After the Groom: What should your client expect after the groom?

What they should expect of their cat, aftercare, coat care, regrowth, and rebooking.

An example is on my website: Cat Grooming Policies (happysgrooming.com)

This template will help you set expectations for clients and yourself, helping to reduce no-shows, lateness and complaints.