Written by Lynn Paolillo, CFMG, NCGI Certifier, Owner of Cat Naps Cattery

Everything was going smoothly, you sent a potential customer your registration paperwork and release form. But, a snag! The client is unwilling to sign any release form or waiver. Your stomach drops and your heart starts pounding - what should you say? How should you proceed?

Why Someone Might Not Want to Sign

The first thing to address is why the client is uncomfortable with signing your form(s). It may be over text, email or on the phone. Hopefully, it isn’t while they are standing in front of you with their pet with a scheduled appointment. This is a good reason why all paperwork should be signed and filed before the client’s first booking with you.

Most often, a client just doesn’t understand the terms of the agreement. If they’ve visited other salons that did not have them sign anything, some people may be put off by having to sign any forms in the first place. Or they may not understand certain language or passages within the form. For example, words like negligence, or sections that absolve you of any responsibility for injuries. Some clients may even think it’s suspicious that a business needs this type of document, jumping to conclusions that you’ll treat their pet badly and not claim any responsibility.

For other clients, they may have had a bad experience at a former groomer. Whether that included injuries (both minor and severe), unprofessional behavior or issues with paperwork or finances (like quoting a low price and charging much higher at pick up with no notice). So while they are looking for a new groomer, they may have heightened emotions related to anything going wrong.

The Issue Is Trust

In the majority of situations, the issue with the person not wanting to sign comes down to trust. Since this is almost always a new client/business relationship, they haven’t had time to build a relationship with you and your business. The first step towards bridging that gap is communication. Ask and then listen to what concerns them about the document(s) they have questions about. Find out if what exactly is giving them the hesitation, make sure not to jump to any conclusions or try to interpret tone through text or email. The best way to have this discussion is to set up a short phone call.

Once you have established the areas they have questions about, offer to explain those sections in layman's terms or more simple language. If they’ve had previous bad experiences, reassure them of the steps and techniques you use to provide appropriate services and handling for their pet. It is important to provide straightforward responses while addressing their concerns. The goal should be to have them be comfortable with you, however signed forms are also meant to protect you and your business so that should be achieved as well.

What Your Options Are

There are three possible outcomes when you have a client initially refuse to sign forms.  

1. Convince them to sign

2. Turn client away and/or provide a referral elsewhere

3. Provide services with incomplete or altered forms

Hopefully after speaking to them further, the client now feels comfortable signing and completing your paperwork. If they still push back, then you can either refuse services outright or take the additional risk. 

If you have taken the time to have a conversation, attempting to build trust and the potential customer isn’t agreeable, then this could be red flags to issues down the road. If you would prefer not to take on the client, you can refer with a simple Thank you for your interest, we are unable to provide services without completed paperwork.

The final option is for you to proceed either without the signed form(s) or agree to amend the documents to remove or change the phrase or section the client has taken issue with. 

Looking for professional release forms? Visit our webstore by clicking this link to choose a customized form.