New Grooming Client Welcome Messages (12 to Copy)

The first visit is where a grooming client decides whether you're "their groomer" or just a groomer. And most of that decision happens before they ever walk through your door, in the handful of messages they get after booking.

A thoughtful new grooming client welcome message does three jobs. It makes a nervous owner feel their dog is in good hands. It gets your paperwork done before drop-off, so check-in takes two minutes instead of fifteen. And it sets expectations about matting, timing and pick-up, so there are no surprises later.

Below are 12 templates you can copy, covering the full journey from booking to the second appointment. Swap in your shop's name, adjust the tone, and you're set.

The new client message sequence

Here's when each message goes out. You don't need all twelve for every client, but this order works well.

Before the first appointment

1. Booking confirmation

Hi Sarah! You're booked at Willow & Whiskers for Biscuit's first groom on Thurs, Nov 20 at 10:00am. We can't wait to meet him. Reply here anytime if you have questions.

Keep it short. The goal is a quick "yes, this is real" moment.

2. Welcome email

Subject: Welcome to Willow & Whiskers, Biscuit!

Hi Sarah,

Thanks for trusting us with Biscuit. First visits are a little different from regular ones, so here's what to know.

Plan for a little extra time. First grooms usually take 30 to 45 minutes longer while we get to know Biscuit's coat and personality.

Tell us everything. Sensitive spots, past groomer experiences, the haircut you love (or hate). Photos help a lot.

About matting. If Biscuit's coat is matted, we may recommend a shorter clip for his comfort. We'll always call before changing the plan.

Our address and parking details are below. See you Thursday!

Mia and the Willow & Whiskers team

3. Intake form request

One quick thing before Thursday: please fill out Biscuit's new-client form here [link]. It takes about 3 minutes and saves time at drop-off.

A digital intake form sent by text gets completed far more often than a clipboard at the counter. If you need a starting point, use our dog grooming intake form template.

4. Vaccine record request

Hi Sarah, we still need Biscuit's rabies record before his visit. You can text a photo of the certificate right here, or ask your vet to email it to us. Thanks!

5. Day-before reminder

Reminder: Biscuit's groom is tomorrow at 10:00am. Reply C to confirm or R if you need to reschedule. See you soon!

For more variations, see our grooming appointment reminder templates.

6. What to expect at drop-off

Good morning! Quick tips for today: please walk Biscuit before you come in, bring any reference photos, and plan for about 5 minutes at check-in. We'll text you when he's ready, usually around 1:30.

During and after the first visit

7. Mid-groom update (optional)

Biscuit is doing great! Bath's done and he's relaxing in the dryer. We're on track for about 1:30.

This one is optional, but owners of nervous dogs love it. A single photo sent mid-groom does more for trust than any marketing you'll ever pay for.

8. Ready for pick-up

Biscuit is all done and looking handsome! He's ready for pick-up anytime in the next 30 minutes.

9. Thank you and care notes

Thanks for bringing Biscuit in today. A couple of notes from his groomer: he had a few small tangles behind his ears, so a quick comb there twice a week will help a lot. He was a total gentleman on the table!

This message is where you show expertise. Personal, specific notes are what clients screenshot and share with friends. Some shops send a full grooming report card; The Daily Groomer has a free grooming report card template if you want a structured version.

10. Review request

Hi Sarah, hope Biscuit is enjoying his fresh look! If you have a minute, a quick Google review would mean a lot to our small team: [link]. Thank you!

Timing matters. Two or three days after the groom, the haircut still looks good and the experience is fresh. More ideas in our Google Business Profile fixes for groomers.

Turning a first-timer into a regular

11. Rebooking nudge

Hi Sarah, for Biscuit's coat we recommend a groom every 6 weeks. Want me to hold Thursday, Jan 1 at 10:00am? Reply YES and it's set.

The best time to rebook is at check-out, in person. This text is your backup for clients who said "I'll call you." Offering a specific date and time works much better than "let us know when you'd like to come back." Our guide on rebooking regular grooming clients goes deeper.

12. Second visit welcome back

Biscuit's back tomorrow at 10:00! Same cut as last time, or want to try something new? Reply with a photo if you have one in mind.

Asking about the haircut before the second visit tells the client you remember their dog. That's what turns a new client into a loyal one.

Tips for writing your own welcome messages

• Use the dog's name, often. Clients love their dogs more than they love your business.
• Keep texts under 160 characters when you can. Long texts get skimmed.
• Sound like a person. Write the way you'd talk at the counter.
• Sign with a name. "Mia from Willow & Whiskers" feels warmer than an automated sender.
• Don't send all twelve at once. Space them out so each one has a purpose.

The Daily Groomer episode on the 11 step system for customer excellence is a great companion if you want to build the whole client experience, not just the messages.

Automating the sequence

Sending these by hand works when you have a few new clients a week. Once you're at ten or more, automation keeps it consistent. Most grooming platforms can schedule confirmations, reminders and pick-up texts automatically. Look for one that lets you edit the wording so messages still sound like you.

Message volume adds up fast with a sequence like this, which is why texting limits matter. Teddy includes unlimited two-way texting on every plan, while some other platforms like MoeGo cap texts on lower tiers, so check your limits before building a long sequence. We've also shared 10 more texts to copy for marketing and win-back messages.

Frequently Asked Questions

What should a new grooming client welcome message include?

Confirm the appointment details, explain what to expect at the first visit, request the intake form and vaccine records, and mention your matting policy. Keep it friendly and short.

Should I text or email new grooming clients?

Use both. Texts work best for confirmations, reminders and pick-up updates. Email is better for longer welcome information and policies clients may want to refer back to.

How many messages is too many for a new client?

Most clients are comfortable with five to seven messages around a first visit, as long as each one is useful. Skip the optional ones if a client seems short on time.

When should I ask a new client for a review?

Two to three days after the appointment works well. The haircut still looks good and the experience is fresh, but you're not rushing them at pick-up.

How do I get new grooming clients to rebook?

Offer a specific date and time at check-out based on their dog's coat. If they don't book in person, follow up with a text that suggests one concrete slot.

If writing and sending these by hand is eating your evenings, Teddy can send confirmations and reminders automatically, and you can even ask it in plain language to text a client for you. It's free to try for 14 days.