People always seem shocked when I tell them I had to ‘fire’ a client. Who turns business away? They don’t seem to understand that providing a service is a two way street and we do occasionally have to tell people we will no longer provide service to them. We hate to do it, but sometimes there is just no other way around it. We provide a premium service and want only the very best for your pets and expect that you do too.
Following are six reasons that we may fire you as a client:
1. You Disrespect Our Policies
We have policies for a reason. It makes sure that things run smoothly and there are no misunderstandings. When someone disrespects our policies, they disrespect our service. For example, we always ask people to make arrangements before they leave to have their driveway cleared in the event of snow. We once had a woman who regardless of many phone calls REFUSED to have her driveway plowed despite getting two, two foot snow storms in one week. She expected us to literally ‘body surf’ through four feet of snow for several days to take care of her pets. The snow drift at the end of the driveway was literally five feet high! We had to park in the street and leave our hazards on. It made the job very stressful and was very inconsiderate of making sure we were able to do our job properly. That client got their key back upon their return home.
2. You Schedule Services And Then Repeatedly Cancel
We understand that schedules change and that occasionally life happens and you need to cancel your pet sitting services. However when it happens every single time you schedule service (and our software system does keep track) we will tell you the next time you want to book you will need to pay in full, in advance, before we will put you on the schedule. If you continually schedule then cancel, schedule then cancel you may be denied service.
3. Your Pets Are Too Aggressive
This is a main reason we meet with clients before they go away so we can assess how your pets will react to our presence. Most of the time they are fine but every once in a while we’ll run into a pet that acts COMPLETELY different with mom and dad not home. Oddly enough, we’ve had more attack cats than problems with dogs. It’s stressful and dangerous and it’s just not worth risking our lives over.
4. Your House Smells So Bad It Makes Our Eyes Water
I’m no Martha Stewart so please don’t think we’re talking about messy or cluttered homes here. Our policy is as long as the pets are taken care of and it’s safe for us to be there who are we to judge? Once in a while though we run into a home that is just so dirty it’s a health hazard. If it smells so badly of urine soaked carpet that it makes our eyes water, we will not sit for you again.
5. Constant Unwarranted Complaints
I’m sure we all know people that just LIVE to find fault. They thrive on it. We do our best to rectify the occasional complaint we get but sometimes they’re just over the top. No one is going to die if the leash is hung up on the third rung of the coat rack instead of the second. It’s also not our fault the litter box was full when you got home 36 hours after our last visit because you have three cats and one litter box the size of a small shoebox for all three of them to use. Be glad they even used the litter box! If your complaints are consistent and unwarranted, you’ll be denied service.
6. Too Many Non-Pet Sitting Demands
We are pet sitters. We take care of PETS. We are not home health aides. We will not help you put your socks or bra on every day. We will not scratch off lottery tickets for you or open your mail. We will not carry in the groceries from your car or curl your hair for you. We will not babysit your children. We are not cleaning people; although we DO intend on your house being as clean if not cleaner when you get home than when you left. We are not personal assistants. We will not drive your dogs in your car to the Dunkin’ Donuts drive-thru to get you an iced coffee because it’s raining and your dogs don’t want to walk in the rain. If you ask too many ridiculous things that are not pet sitting related we may just have to let you go.
The above were all real life examples of things we have dealt with over the years!
So there you have it! Six reasons we may fire you as a pet sitting client.
Please share!
I have a client with a dog that likes to play tug of war with its leash while we are on his walk. I have experienced how unsafe this behavior is since there pup is super strong. Now the dog isn’t aggressive thank goodness, but walking him isn’t pleasant and I fear he will get loss of his collar and run off since he doesn’t have any proper training. I have suggested a choke chain without the prongs which have used and he responds well with it but the owners don’t care for it so I use it away from the house when he is starting to jump and grab the leash. I know longer want to walk this dog but I don’t want a bad review. The animals and my safety is what’s important. What should I say to the clients.
I always say honesty is the best policy. Maybe they don’t walk the dog themselves and don’t witness the behavior first hand? Personally, a prong collar is a very last resort for me. Perhaps suggest an easy walk harness? We’ve had good luck with those in the past for strong pullers. Do you know any dog trainers you could suggest to them?
You shouldn’t risk an injury or your safety because you fear a bad review. Be honest with them. Be helpful.
How old is the dog?
I have terminated a pet client when they were too demanding about
a spot on the carpet (of course it is a light color !) and they
mention I did it..75 lb dog and plays in mud in backyard.
it is empowering to terminate a client that is too much work !
Danielle
I agree. It’s definitely a good feeling to be fortunate to have enough business that you don’t HAVE to take every client. I always feel bad letting a client go though.
Just saw this on a pet sitting forum. I would add just because you book two drop-in visits for your cat for the weekend doesn’t mean I am on call for you 24/7.
Love these comments. I work at my biz and reviews. the only people that complain are women. rarely
a male client. They just have to find fault. I terminate people when I have done a superb job and get
a complaint. very empowering !!
It’s definitely a fine line we walk! Thank you for sharing.
This article is very helpful. I had a long term sit for 5 cats that I did in exchange for living in the house while she traveled, although I still had to pay for utilities. I was treated as if I was her personal assistant and asked to do a ridiculous number of things such as packing and shipping, picking up shipments, dealing with a wet basement, bug issues and soooo much more. The house was filthy and there was urine all over the place. When she returned, I was given a list of things I had done wrong, even though she clearly didn’t follow her own ridiculous, unreasonable rules and to top it off, I was accused of stealing a ridiculous item. Worst sit ever and I wish that I could warn people not to do it. Lessons learned!
It’s crazy the things we experience as pet sitters! I keep saying I could write a book!