Before a grooming salon earns trust, it earns control over operations, people, and process.
At Planet Groom in Pawling, New York, that balance shows up in every appointment. Behind the scenes, Heather Powderly leads the business with a sharp operational mindset shaped by 15 years in management across corporate and nonprofit sectors.
As Manager at Planet Groom, Heather oversees a cage-free grooming model built around safety, workflow clarity, and team accountability.
In this interview, she shares how structured leadership supports calm grooming environments, consistent service quality, and sustainable growth in a competitive pet grooming market.
Let’s start the conversation…
Thank you, Heather, for taking the time to speak with us. With over 15 years in business management across corporate and nonprofit sectors, how did that experience shape your leadership approach at Planet Groom?
With my varied experience over the past 15 years, I’ve learned that for me, strong leadership is rooted in structure and empathy.
From the corporate world, I incorporated systems that focus on clear processes and measurable goals. And, from nonprofit work, I learned the importance of community impact and compassion, especially in high-stress, animal-centered environments.
At Planet Groom, those experiences translate to a focus on sustainable workloads and burnout prevention and thoughtful pricing and scheduling that prioritize quality over volume.
As a manager, how do you balance daily grooming salon operations with long-term planning and revenue goals?
On a day-to-day level, I focus on structured schedules with realistic appointment pacing, and strong communication between clients and groomers. This ensures the shop runs smoothly, pets are cared for safely, and the team isn’t pushed into burnout just to meet short-term demand. I regularly review booking patterns, profitability, client retention, and staffing needs so that daily decisions align with broader revenue & growth goals.
Planet Groom follows a cage-free grooming model using cubbies. How do you manage safety, scheduling, and team accountability in this setup?
Scheduling is built around clear service windows, so dogs are never rushed or left waiting excessively.
When taking on new clients we are diligent to discuss potential behavior concerns, as well as to ensure that dogs don’t interact. The cubby system is open, which allows dogs to rest comfortably between services while remaining visible and monitored, supporting both safety and calm. We work as a team, so the dogs are constantly observed by at least one team member.
What operational systems have you implemented to improve efficiency while protecting grooming quality?
We’ve implemented standardized service workflows, detailed client notes, realistic time blocks, and appointment pacing that matches coat condition and dog behavior. We also use clear intake documentation & consistent grooming checklists. These systems minimize stress for pets and groomers.
How do you train groomers to deliver consistent results across breeds, coat types, and service complexity?
Consistency comes from shared standards and strong communication, both internally and with clients, so expectations are clear before grooming begins. That combination ensures consistency while still respecting each groomer’s individual style and strengths. Training includes hands-on mentoring, reference guides, and regular feedback sessions. We’re very fortunate that our groomers have always been willing (and comfortable enough) to ask for assistance or advice if needed, both from our lead groomer and each other.
Customer trust drives repeat appointments. How does Planet Groom build long-term client relationships in Pawling and surrounding areas?
Trust is built through transparency, consistency, and care.
We communicate clearly about pricing, timelines, coat condition, and pet behavior, even when those conversations are tough. We also do our best to ensure that dogs see familiar groomers whenever possible.
Being part of the local community means relationships matter; we focus on education, honesty, and reliability, which leads to client loyalty and for that we are quite grateful!
From a management standpoint, how do you structure pricing based on size, coat condition, and grooming time?
Rather than flat pricing, we use tiered structures and clear minimums that account for grooming factors like time, labor, skill, coat condition, and our customer demographics.
With your marketing background, which channels generate the strongest visibility for a local grooming salon today?
For local grooming businesses, Google is probably the most powerful channel. Google Business Profile optimization and reviews, as well as its ability to rank your website and feature social media make it an important, all-encompassing tool.
How do you maintain sanitation, compliance, and safety standards in a cage-free grooming space?
We follow strict cleaning protocols between dogs, disinfect tools and surfaces regularly, and maintain clear separation between grooming stages. Safety is supported through supervision, appropriate dog grouping, and continuous staff training. There is no real difference between the maintenance of a caged vs cubby facility.
Planet Groom holds strong Google ratings. How do you operationally respond to reviews and feedback?
Positive reviews are acknowledged with gratitude, while constructive feedback is reviewed internally to identify patterns or improvement opportunities. We always use the reviews as an opportunity for self-reflection.
We do our best to respond promptly, professionally, and with transparency. This shows accountability to clients and reinforces trust within the community, as well as displaying our gratitude for having taken the time to write a review in the first place!
How do you align team culture with Planet Groom’s dog-first and people-centered values?
We prioritize safe handling, realistic workloads, and open communication. Team members are encouraged to speak up on behalf of dogs and themselves. We also do our best to lead by example by modeling calm energy, professionalism, and respect.
Grooming can trigger anxiety in dogs. How do you guide staff when managing behavioral stress during appointments?
We train staff to recognize early stress signals and respond with patience, flexibility, and empathy. That may mean adjusting techniques, taking breaks, modifying services, or rescheduling if needed. We also will allow a different groomer to work with a dog to see if the dog responds differently to another approach or energy.
Dogs are never forced through grooming at the expense of their well-being. Our goal is positive long-term experiences, even if that means slower progress over time.
What data points guide your decisions on staffing, scheduling, and service optimization?
We track appointment demand, service length, rebooking rates, client retention, groomer capacity, and revenue. These metrics inform staffing levels, pricing adjustments, and scheduling.
How do you manage peak grooming seasons while protecting staff energy and service consistency?
This is such a good question having just been through the holiday season!
We plan ahead by adjusting schedules early, setting booking limits, and communicating clearly with clients about availability and timelines. We do not overbook to chase short-term revenue, but do work hard to accommodate as many clients as possible without sacrificing the well-being of our groomers and the safety of our furry clients.
Protecting staff energy means realistic appointment pacing, breaks, and flexibility when dogs or groomers need extra time. Consistency comes from not abandoning systems under pressure.
From intake to pickup, how do you design a smooth experience for dog owners?
Communication is key! We focus on discussing all aspects of the grooming with the pet parent, including services, pricing, timing, coat condition, behavioral concerns.
During the appointment, we maintain transparency if timelines shift or issues arise. At pickup, we walk clients through the groom, offer coat care guidance, and confirm rebooking needs. The goal is for clients to feel informed, respected, and confident at every step.
How does Planet Groom differentiate itself from mobile groomers and chain grooming salons?
Here at Planet Groom we prioritize individualized care, realistic scheduling, and experienced groomers over volume. Our cubby model, transparent pricing, and dog-first philosophy create a calm, personalized experience for pets and their people. Moreover, we also prioritize building relationships with our community and clientele.
What role does social media play in educating clients about coat care between visits?
I’m going to be fully transparent here.
Although social media is an incredible educational tool (not just a marketing channel), because of the size of our salon we struggle to use it to its full potential. It is one of our goals for 2026 to use our social media to explain matting prevention, brushing techniques, realistic grooming expectations, and the why behind our policies.
As Planet Groom looks ahead, how do you evaluate growth opportunities while protecting service consistency and team balance?
We evaluate growth by way of sustainability and always assess whether new opportunities align with our staffing capacity, service standards, and core values before moving forward. If growth would compromise quality, increase burnout, or dilute our dog-first approach, we pause.
Long-term success means growing thoughtfully (or choosing not to grow at all) if it protects the health of the business and the people behind it.
Looking back on your management journey, which leadership lessons have most influenced how you guide grooming teams today?
The most influential lesson has been that people perform best when expectations are clear and support is consistent. Always make yourself available for questions and feedback.
To close, for professionals aiming to manage or build a grooming salon, what practical advice would you share about leading people, systems, and client expectations?
Be honest with clients, even if it’s uncomfortable. Most importantly, remember that grooming businesses are people businesses. When dogs are handled safely, staff are supported, and expectations are clear, success follows naturally.
Thank you, Heather, for sharing your time, transparency, and practical insights with the pet grooming community. Your perspective on leadership, structured systems, and people-first culture offers meaningful guidance for salon owners, groomers, and pet care professionals aiming to grow with balance and integrity. Conversations like this highlight the real work behind successful grooming operations and encourage higher standards across the industry.
Team PETBIZS wishes you and Planet Groom continued growth, steady success, and lasting impact within the professional grooming space.
