Quality Control Process
Every dog that leaves the salon has been through a quality control process. This is how the Kendra standard is maintained across every groomer, every appointment, every day.
QC Touchpoints
| Stage | Who Is Responsible | What They Check |
|---|---|---|
| Pre-groom | Groomer | Dog profile reviewed; flags confirmed; coat condition noted; any update needed? |
| During groom | Groomer | Dog’s response to handling; any condition changes (skin, mats, behavior); document as you work |
| Self-check (post-groom) | Groomer | Complete the finish quality checklist from kendra-standards — every item |
| Final approval | Kendra or certified lead | Walk-through of the finished dog against the finish checklist + dog profile style notes |
| Client pickup | Groomer or front desk | Communicate any observations; confirm the client is happy with the result |
Pre-Groom Check (Groomer Responsibility)
Before touching the dog:
- Read the dog’s profile — especially Temperament, Flags, Coat Profile, and Grooming Preferences
- Note today’s date in your head — are any vaccines expiring soon? Flag for front desk
- Check Kendra’s Notes in the profile for any standing guidance
- Assess the coat on arrival — does it match the profile? Note any significant changes
- Confirm the service booked matches what the owner has described
If anything is unexpected or concerning (new flag, unannounced coat change, surprise mat situation), notify Kendra before starting.
Final Approval
No dog leaves the table without an approver reviewing the finished groom.
Who Can Approve
| Approver | Can Approve | Limitations |
|---|---|---|
| Kendra | Any dog | No limitations |
| Certified Lead (future role) | Standard appointments | Cannot approve flagged dogs or complex first-time grooms without Kendra |
| Groomer (self) | Never | Self-approval is not permitted |
What the Approver Checks
The approver walks the dog and evaluates:
- Does the finish match the style preference in the dog profile?
- Does the finish quality checklist pass every point?
- Is the dog calm and comfortable?
- Is anything unexpected visible (redness, missed areas, uneven trim)?
If the answer to #4 is yes — the groomer corrects it before the dog leaves.
Approval Log
Record every approval in the dog’s service history:
| Date | Service | Groomer | Approved By | Notes |
|---|---|---|---|---|
| YYYY-MM-DD | Full Groom | [Name] | Kendra | [Any notes from approval review] |
When Kendra Must Be the Approver
Kendra personally approves any groom involving:
- A dog with Level 2 or Level 3 aggression flags in their profile
- A dog’s first groom at this salon (new client)
- A complex coat type (doodles, Nordic breeds, heavily matted dogs)
- Any appointment where an incident occurred during the groom
- Any dog where the groomer flagged an unusual health or behavior observation
QC Documentation Standards
After every appointment, the groomer must:
- Add a row to the Service History table in the dog’s profile
- Note the groomer name and the approver name
- Record any observations from the groom (coat condition, behavior notes, client preferences confirmed)
- Update Coat Profile or Temperament fields if anything changed significantly
- Note expiring vaccines if observed
Kendra’s post-approval notes: If Kendra identifies something during approval that the groomer should improve, she records it as a coaching note (not in the dog profile — separately in the groomer’s training record).
Monthly QC Audit
Once per month, Kendra reviews a random sample of recently updated dog profiles to confirm:
- Service history is being documented properly
- Flags are being noted and followed
- Coat profiles are being updated as coats change
- Approval records are complete
This is how the standard stays alive as the business scales.