Aggressive Dog Policy
Purpose
The safety of our groomers is non-negotiable. We love every dog — but some dogs are frightened, in pain, or reactive in ways that make grooming unsafe. This policy ensures we handle those situations consistently, compassionately, and safely.
Aggression Levels
| Level | Description | Examples |
|---|---|---|
| Level 1 — Resistant | Dog is uncooperative but not threatening | Pulling away, whining, refusing to stand |
| Level 2 — Warning | Dog is communicating discomfort through threat behaviors | Growling, stiffening, whale eye, showing teeth, guarding |
| Level 3 — Active | Dog has attempted or made contact | Snapping (near-miss), biting (contact made) |
Pre-Visit Screening
At booking, ask these questions for any new client and for known reactive dogs:
- Has your dog ever growled, snapped at, or bitten a groomer?
- Does your dog have anxiety around strangers, loud noises, or being handled?
- Has your dog had any negative grooming experiences in the past?
- Are there specific areas your dog is sensitive about (ears, paws, tail, face)?
Record answers in the dog profile under Temperament & Handling.
If a client discloses Level 3 history: alert Kendra before confirming the booking. Kendra decides whether to accept, and may assign herself or require a special handling appointment first.
During Grooming — Escalation Protocol
Level 1 — Resistant
- Use calming techniques: slow movement, soft voice, frequent breaks
- Try alternative positions or approaches
- Note the resistant behavior and what calmed it — update the dog profile
- Continue if the dog is safe and not escalating
Level 2 — Warning Behaviors
- Stop the immediate action that triggered the warning
- Give the dog a moment to reset — no eye contact, no pressure
- Consider whether muzzle is appropriate (see Muzzle Policy below)
- If muzzle is declined by owner and behavior continues: document and inform Kendra
- If grooming can continue safely: proceed slowly and note behavior in profile
- If not: inform client, reschedule with appropriate handling plan
Level 3 — Snap or Bite
- Stop grooming immediately — set the dog down safely if possible
- Secure the dog in a kennel or safe space
- Assess the groomer for injury — treat if needed
- Call Kendra immediately (or the on-duty lead if Kendra is not present)
- Call the client and explain what happened — factually, calmly
- Complete an incident report (see Incident Documentation below)
- Document in the dog profile under Flags — bold text, date included
Muzzle Policy
We may use a muzzle when:
- A dog has a documented bite history
- A dog is escalating during a specific procedure (nail trim, ear cleaning)
- Kendra or the groomer determines it is necessary for safety
Client consent is required for muzzling. We explain it as a safety tool, not a punishment.
At booking, for known reactive dogs, get verbal consent for muzzle use if needed. Note it in the dog profile.
Script for explaining a muzzle:
“We sometimes use a soft muzzle during [nail trim / ear cleaning] for dogs who get anxious during that part. It keeps [dog name] from hurting themselves or us — it doesn’t affect their breathing and we remove it right after. Is that okay with you?”
Refusal of Service
We may decline to groom a dog if:
- The dog has bitten without warning and shows no improvement across multiple appointments
- The dog cannot be safely handled even with muzzle and modified techniques
- Kendra determines the risk to staff is unacceptable
Refusal of service is always communicated by Kendra or the salon owner — not by the groomer alone.
Script:
“We care deeply about [dog name] and we’ve given this our best effort. For [his/her] safety and the safety of our team, we aren’t able to continue grooming [him/her] safely at this time. I’d recommend discussing options with your vet — there may be anti-anxiety medication or a vet grooming program that would be a better fit.”
Incident Documentation
Complete an incident report for any Level 3 event:
| Field | Value |
|---|---|
| Date and time | |
| Dog name and client | |
| Groomer involved | |
| Description of incident | |
| Body part targeted | |
| Contact made? | Yes / No |
| Groomer injury? | Yes / No — describe: |
| Immediate action taken | |
| Client notified? | Yes / No — by whom: |
| Kendra notified? | Yes / No |
| Profile updated? | Yes / No |
Store incident reports in a dedicated folder (physical or digital) separate from dog profiles.
Cross-References
- Dog profile flags field: dog-profile-template
- Approval required for flagged dogs at booking: approval-workflows
- Scheduling check for flags: scheduling-procedures