I'm not sure how Katherine is running a business without have an ounce of Customer Service. at the first appointment she sent a text calling in sick, when I eventually got hold of her to make a second appointment ( be prepared to wait 2 days or more for a 2-letter word reply) she didn't even bother turning up nor texting/calling with a reason why, and I had booked an afternoon of work to boot.
Having told her that I was desperate for my cat to get groomed, she cannot be an animal lover at all.
I suggest a career change.