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Self-Service Versus Full-Service

Self-service pet washes are here to stay, but they will not eliminate pet groomers. In fact, every owner save one that we visited had at least one pet groomer employee. Some breeds and mixed breeds still require styling by a skilled groomer, and many pet owners desire a groomer to clean their pets' ears, expel the anal sac and cut nails.

At Find A Groomer, Inc. we continue to sell our pet grooming management books to self-service owners expanding with full-service grooming. Our opinion that in some areas the addition of a self-service pet wash as part of an expansion of an existing pet grooming salon could be an excellent idea to attract more new customers and expand the revenue base. We believe few of the present full-service bathing clients would switch to self-service, but certainly the clientele could grow with new self-service oriented pet owners. According to one self-service owner we spoke with about 20% of their self-service clients eventually become full-service clients for the convenience.

Can you operate a self-service only pet wash and be profitable? Of course. As always it amounts to choosing the right market area, being open for business at the hours needed by target pet owners, maintaining a professional operation and effective marketing and client relations.

We've seen estimates of 500 to 1,200 pet wash businesses in the U.S. today. No one is doing a formal count though. They are popular in beach communities, but you will find them in urban, suburban and rural areas as well. One owner in the South U.S. told us that in their opinion the demand for self-service is weak but growing compared to the West Coast. It is important to note that the "superstores" with grooming departments have yet to add pet washes in large numbers. In fact, some of these stores were actually purchased by the superstores where self-service pet wash departments already existed. You can be sure PETCO, PETsMART and others are monitoring the situation, but they are definitely not sold the concept yet.

Owning a self-service often attracts the entrepreneur who doesn't want to be full-charge groomer, and instead hires a pet groomer where there is a demand for full-service grooming as well as self-service facilities. Because the business of self-service pet wash may be concentrated on weekends and not mid-week as well, the owner of full-service pet grooming salon may earn a higher gross business income.

Operating a profitable pet wash has its challenges, but with the establishment of so many pet washes things have improved. When we did a tour of self-wash businesses in 1997 we were advised by owners that finding adequate business insurance was difficult. However, today we are advised that is no longer a problem. Keep in mind that in this world of bizarre litigation, the owner of a self-service pet wash could be sued for the actions of a pet owner in not safely bathing and supervising their pet. For example, if a self-service client lets their dog socialize with another and the result is a dogfight and injuries to people or pets, couldn't the owner be held liable, at least in part? It is very possible. What if a pet owner harms their pet using too hot of water, or even misuses a shampoo and burns their pet's eyes? What if the dog bolts and the another pet owner is walking in the door and the loose dog takes off, possibly getting hit by a car? Of course the owner is not fully-responsible but the owner is also not immune to interpretations of liability by opposing counsel, and the cost of defensive litigation may be substantial. One pet wash owner said their biggest concern was someone slipping in a water spill, and they wipe up spills and splashes all day every business day.

In order to reduce exposure to liability, we have long suggested that owners of self-service pet washes publish a safety guide and employ a full-time supervisor to assist pet owners. Just as there are "release and hold harmless" for full-service pet groomers, perhaps self-service pet wash owners should consider one to reduce their exposure to liability. Just as Find A Groomer, Inc. published Madson's Safety Program in From Problems to Profits, self-service pet washes could benefit from advanced safety design, client relations, and supervision programs. Insurance companies would be more likely to write policies for pet washes where there were written standards of operation for safety and supervision, and facilities design.

How do you go about opening a pet wash? We've seen franchise opportunities but no, we don't make recommendations of company names. You may be able to find a franchisor of self-service pet washes or a consultant in that field by using an Internet search engine using the keywords "self service", "pet wash" and perhaps "franchise" and "consultant."

We get many requests for build out information for a pet wash. If you are serious about opening a business, actually of any trade, you should always visit leading businesses and see what they have done. Incorporate their ideas, improve upon them if possible, but don't copy them. Improve upon what you have seen and add your signature to your business. That's part of the fun of a small business and it keeps the industry alive with interest.

Don't overlook the needs of your target pet owners. If they are working people Monday - Friday 9 to 5 types, you must be open evenings during the week to accommodate them. Even with evening hours mid-week a good share of them may wait till the weekend, so opening on Sundays can be very important. The hours and days may be inconvenient for you, but as a business owner you must accommodate the customers. That may seem obvious, but having counseled thousands of groomers we found a surprising share were open hours based on their lifestyle rather than their clients, and that was the leading problem in developing a growing business keeping up with the growing costs of operating a business. Survey pet owners in the area you want to establish your business. Ask them what they want in a self-service business and try to deliver it within reason.