Main Street Business

Main Street’s business interviews have included conversations with CEOs of multi-million-dollar global enterprises and owners of sole proprietor businesses run from home, like this month’s visit to Kristen Panzer’s Millerton dog spa. Here we discovered the latest technology and techniques in caring for our most beloved animal friends.

You’ve had many careers and raised four children. Why did you decide to become a dog groomer?

I left my office job as an executive assistant to an entrepreneur-investor because I wanted to do something hands-on, and creative with personal autonomy. It’s the most rewarding thing I have ever done.

I have a master’s degree in human development and was a lactation consultant for a number of years. Oddly working with dogs is a similar, very personal, experience. You start with consent, and like babies, you make dogs feel safe.

How did you become a dog groomer?

I began by shadowing a dog groomer in Florida for a month or so. I was hooked and learned enough to be really, really scared. Dogs don’t like groomers; they’re afraid, and they can bite. Then I took an online course in dog bathing, which is how you begin in this industry, and I went to work in a groom shop, but I knew something was missing.

The dogs were scared and resistant. I wanted to make them feel safe and truly offer a spa experience. But the course didn’t teach you anything about dogs being anxious or resisting grooming. Fortunately for me, I found a grooming school in Portsmouth, NH, the Whole Pet Grooming Academy, where I learned how to create an environment and experience that honored the dog and made it feel safe. They had a different approach, and I learned how to keep dogs and myself safe and calm. The course required 150 hours of hands-on, in-person learning plus additional in classroom instruction. It was not about bullying and overpowering dogs so you could get paid and move onto the next dog which is typical of grooming facilities in large pet stores.

I also attended grooming conferences and learned about the Japanese Thera-Clean Microbubble System technology, which was a game-changer for me. This spa technology is based on the concept of water as cleansing and restorative rebirth. It’s just arriving in the States now. The machine I own makes billions of bubbles that go down into the skin’s pores and follicles and removes dead skin, germs, dirt, allergens, and even ticks. This method also works for de-skunking and other odors. Yesterday I counted 14 nymph ticks that were removed from one dog. The bubbles clean gently without detergent and penetrate biofilm, allowing topical medications to work. The same process can be used on the teeth and gum line as well. All the debris is lifted and floats away. A microbubble soak is one of the spa services I offer.

Dogs enjoy my approach so much that, in most cases, they happily climb up into the water tub for a treatment, which is adjustable for small and large dogs. The other day I had a 120-pound Great Pyrenees here, and he was happy to hop right in.

Could you describe a typical spa treatment?

Treatment depends entirely on the dog and its coat, but all dogs like a calm, confident, and quiet approach. I pay careful attention to the dog’s responses and adjust the environment, like water temperature and pressure, to their comfort. Nothing is rushed. I shampoo them, microbubble them, and condition their coats. Most appointments begin with a bubble shampoo where the water temperature and pressure are gradually increased – usually I play music. Nothing is rushed.

Next is the drying process. I start with warm towels and allow the dog to get accustomed to the noise of my high-velocity dryer while it warms up. When we are ready to go, dogs get ear protection and so do I. I also wear an N95 mask because dander and hair fly all over.

Dogs understand body language, so it’s important to move slowly and predictably. Done effectively, the high-velocity dryer can almost eliminate the need for brushing, which is great because dogs tend to hate being brushed. Except when I do it! We finish with a pain free, gentle brush out and coat polish – nails, ears, and teeth brushing included.

In the case of harsh-coated or wire-coated dogs where the hair follicles are deep, the hair must be removed by a process called hand stripping before the bath. I use chalk powder to help grip the hairs and then I pluck away. Dogs really enjoy it and lean right in. It can take an hour or an hour and a half to hand strip a dog like an Airedale before giving it a bath. After the bath, dogs may need a trim or a full haircut, and I also clip the nails.

How much does treatment cost?

Before the first appointment a dog and pet parent comes here for a free “Meet and Treat.” The clients, dog and owner, have a chance to talk to me and look around and see if they feel comfortable. All the prices are on my website kpsgoodbabydogspa.com. We start at $80 for a bath, pain free brush-out, coat polish, nails, ears, and teeth brushing included. A full clip would add another $40 for a small dog. About 50 percent of dogs stay for a haircut and trim after a bath treatment.

How often should a dog visit your spa?

I recommend every four to six weeks to maintain a healthy coat. Once a coat gets matted you have to get under the matting to cut it off, which is very unpleasant.

What is your investment in this business?

The equipment itself cost around $15,000. I spent another small fortune on my education. The cost of running the business from equipment maintenance to utilities, insurance, supplies, continuing education, cleaning help, etc. is far more significant. I’m also limited in the number of appointments I can handle. Four in a day is ideal.

Is dog grooming regulated?

There are no state or federal regulations or requirements as far as I know. The Village of Millerton allows home-based businesses with up to one employee. I’m fully registered as a business, carry liability insurance, pay income taxes, and continue to hone my skills. Although it’s not required, I am constantly learning more about groom shop safety and skin and coat care.

What’s the best part of your business?

Bonding with dogs and building trust with their owner makes me feel joyful. It’s an honor and huge responsibility to care for someone’s most precious creature.

Greatest challenge?

The clean-up! Grooming is exhausting, and at the end of a busy day, clean-up is such a chore, but it is essential. Some people have a difficult time understanding why our services are more expensive than at Pets.com where groomers are paid a minimal wage. There’s never a line here, and dogs are never put in cages. Our grooming is about wellness, and we take our time. Our comfortable home environment is part of the experience.

How do you find customers?

It’s pretty much word of mouth. Customers come from all over. I always have postcards with me and hand them out. I take cookies to vets and pet shops to let them know where to find me. Somehow, it’s worked.

Are certain breeds easier to work with?

I have absolutely no breed prejudice. My own dog Poppy is a rescue Chihuahua terrier mix from Mississippi. But some dogs do require more attention to their coat than others, and it’s very important to understand the basic coat types. Groomers should never shear a dog in an inappropriate way. Double-coated dogs, like a golden retriever for example, should never be shaved down, as that ruins their coat forever. For example, you mentioned a La Gotta Romagnolo, which is a very ancient Italian breed with a rustic coat. That requires a special approach. They get their haircut before the bath and then are allowed to air dry. You’re not even supposed to towel dry their coats! There are over 200 recognized breeds, each with an official breed standard haircut. <

Is Millerton a good place for your business?

Being in the village is wonderful. Clients can drop off their dog, have coffee at Irving Farm, shop at FEED, or look at antiques. There’s so much to do here. And for me it’s great to get away from the house, walk over to Willa, and meet friends after work. Like almost every business in the village, January and February are very slow months and weekends and holidays are the busiest.

Do you educate your clients?

Yes, I really enjoy that, and it may be a way to expand my business. I view myself as a partner in the care of their dog. My focus is on skin and coat care and the bond we share with our pets.

What have you learned in this career change?

I’ve learned how to eliminate distractions, overcome anxiety, quiet myself, and be in the moment both through my work with dogs and through meditation. In the beginning I was a little embarrassed about what people were going to think, but I’ve found courage and peace and give honor to myself. I love what I do. I am very grateful. •

To learn more and to contact Kristen, visit her website, kpsgoodbabydogspa.com.