About this template

Incidents happen in grooming salons. How they are handled in the first 10 minutes determines whether they become a complaint, a claim, or a client who trusts you more because of how you responded. This template gives your team a clear sequence to follow under pressure so nothing critical gets skipped and the right people are notified in the right order.

When to use it

Use it any time a dog is injured or involved in an incident on the premises. It also applies to near-misses serious enough to warrant a record.

Tips

Call the vet before you call the owner. Being able to tell a client "we have already spoken to the vet" turns a frightening call into a reassuring one. It also means you have professional guidance before you say anything about the injury.

Notify the owner or manager before contacting the client. They need to know first — not find out because the client called them. Even a thirty-second heads-up is beneficial.

The incident log is your protection. A clear written record of what happened, when, and what was done is what protects the business if the situation escalates later.