Clearly when a new client calls they should be informed of the 3-4 hour timeframe however I assure you this wasn't told to me or you would not have had my business the one time you did. I'm also concerned that in step one of your "calming" process you say they're placed in a kennel or "held down"?? Also wouldn't have left my dog there with this process. While I appreciate your taking the time to explain your process I am more convinced than ever that I will never return.
Nor will I pay for an "express service" because when I do take her to Cage free grooming and her appointment is at a certain time they stick to their schedule. They don't overload themselves with so many appointments it takes several hours to complete.
By the way, you really can have a mobile groomer come to your home which is the least stressful way for the same price.