Last weekend one of my contract sitters looked after a dog for a client in an apartment complex. One of the services that we include as part of a standard vacation pet sit is to pick up the clients mail. When my client booked she asked me in her email to pick up her mail – which we had not done for her on previous visits. I assumed that she would leave a key to her mailbox out for my sitter so that we could get into her box and get the mail while she was away.
Yesterday I got an email from the client to let me know that my sitter had done a great job of caring for her dog – but she was very disappointed that we had not collected the mail. Apparently we didn’t have a key for her mailbox with her key on file and my sitter had left in her notes that she couldn’t collect the mail because she couldn’t access the box. The client expressed that she had expected us to tell her that we didn’t have a mailbox key when she made the request via email.
So, I made an assumption – that she would leave out a mailbox key – that was incorrect. I take full responsibility for this mistake. I based my assumption on the behaviour of our other clients - when I should have clarified with her and checked to make sure we had a mailbox key.
I have written to the client and accepted blame and given her a heartfelt apology. But I also have to accept that it has probably put a black spot on our reputation in her mind. It is my lesson learned that I need to clarify these issues fully so that there are no more misunderstandings.
Have you ever had a similar situation with a pet sitting client where you made an assumption about what they would leave you that was incorrect? In your business – how do you make sure these types of situations don’t occur?
Unfortunately, yes, recently. A client who told me to drop their key back to them after quite a long Christmas hols vacation … re-booked me in February (this month) for a single daily visit. Unfortunately, this client assumed herself that I had a key. I did not because she instructed me to give her the key back because they didn’t know when next they would require my service.
The cat was okay thankfully and this was a huge mis-understanding. I generally do not keep keys unless they are a regular client (for security purposes) … I apologised for the mis-understanding as did she because she remembered telling me thus too (afterwards/hindsight).
Oh – well I’m glad she understood. My client was OK too and accepted my apology for not getting the mail!
We’ve stressed various times during the initial consultation that the clients MUST contact us to ensure that they have returned home after a vacation to their pets. We sometimes assume they have if there is no contact BUT we shouldn’t always rely on the hopes that they are home – we need to be extra diligent and follow up!
I’m still getting my business set up, but really do value all the tips and info I am getting from these e-mails. I hope I can remember all these experiences when I do start sitting. I’m sure glad you guys are out there, and involved in this initiative.
I’m lucky that nothing like that has happened to me. But thanks for the wake up call because I do assume a lot. When things have been going smoothly for over 3 years (for me) I’ve found that I’ve let my guard down. Again Thanks for the reminder.
Debbie
The Dog Walker CA LLC