It has been way too long since I’ve posted a Talk Back Tuesday question! But here I am trying to get back in the groove blogging here at Working with Pets every day.
Tonight we had a super APSE sponsored webinar with Laura Roeder where I learned some great new tips about finding local pet sitting clients on social media – I hope you joined us! That’s one of my biggest challenges solved 
So to tie into this topic – today I want to know -
What keeps you up at night – What are your biggest challenges in your pet sitting business?
Tell me your questions by leaving a comment – and I’ll give you some one on one coaching to help you overcome these problems, right here on Working with Pets. So don’t be shy, the questions you share and the discussion we have here will help many others currently struggling in their business too! If you have the question – you are not the only one. So post now and let’s get talking ..
Hi Danielle,
Got your book Love it.
I was wondering how you would handle this situation. Long Post
Have a client with 4 dogs one is completely out there. I have cared for the dogs many times but they were going on a cruise 10 days. He barks everytime I come continuously non stop. I told the owner I really needed to make friends with the dog suggested daily walks before they left. That didnt work because the dog wouldnt let me he has seperation anxiety from the owner rescue dog. After a couple of days walking the dog I decided to take the dog around the block again by my self. Picked the dog up he wimpered alittle bit,but not bad he acted like he liked me, then when we crossed the street said good boy I put him down and he attacked my hand.
20 punctures, my middle finger to the bone and gauged my index and thumb in the middle.
later that day I went to the Med express whom sent me to ER and had to see a hand surgeon. My hand will be okay alittle permanent damage no surgery
I did go ahead a do sits for the owner because no one else would do them and he had saved 5 years to take his wife on the cruise.
My question….I do not have workmans comp on my self.
He never offered to pay any of my medical (I was shocked)
My husbands insurance covered the bill
My policies and procedures states”
The client understands that all pets Where appropriate Client agrees to reimburse All About Dogs…Walking and Pet Care for all costs including ,but not limited to,medical care and lost wages associated with contracting any ailments while exposed to Pets.
and
AADW will not accept aggressive animals. Client agrees to pay any and all cost (including any medical and or atty’s fees) if the clients pet bites or injurs another person or pet
I know I made a mistake thinking I could help this dog
I know I made a mistake after the dog bit me continuing to care for the dog. I should have just let them cancel the cruise (Trying to be nice)
I know my policys are not clear as to insuring the owner pays for any bites associated with care
I hope you might have a suggestion as to how I can protect my self in the future.
I have never been bit
and nievely thought I never would…Didnt even occur to me I just have never had a problem with any pets
Before I even started the sit I was out of pocket $750.00 with medical and lost wages for 2 days
and if my husbands insurance comes back for the ER bill another $1500.00
If you have any suggestions I would greatly appreciate it. I have been a professional sitter only 3 Years now and still have so much to learn
Hi Melissa,
Wow that’s a horrible situation to be in. I also haven’t been bitten by a pet in my 7 years – and I think we do get complacent when things continue to go well. Let me post on our APSE forum and see what others would have done in this situation – and what suggestions our pet behavior specialist has to offer.
If it was me – I don’t think I would have done the sit. We have been discussing problem clients on our forums and don’t think that you are alone taking on pets or clients – when you should have refused the job. It happens to us all I think. Do you have a list of attributes of a) your ideal clients and b) clients you do not want to work with. I think putting together these lists is a good exercise so that you are prepared.
This is the wording that we have in our APSE contract form that we offer members for download:
I agree to reimburse [BUSINESS NAME] for any additional fees for tending to emergency or veterinary care as well as any expenses incurred for any other unexpected home, food, or other supply needs, or any damage to the sitter’s home, body, or property.
Danielle
Already got one response from one of our APSE members:
How did the owner act when you told them about the attack? where they like oh well it happens or OMG I am so sorry…I would present them with the bill along with your polices and procedures that they signed…their home owners insurance should cover your bills…
He said let me get a band aid for you he was suprised too. I just never thought the dog would bite!
He barked but only out of fear I learned my lesson. I do not usually care for pets if they dont let me hold them or provide care. I told him it was liability because if his pet was injured how would I get him treatment?.. But I did it anyway because I knew he would have to cancel his trip I dont think anyone else would have cared for his dog and the other 3 are so sweet and good dogs…
Thanks for all you input I really appreciate it and admire your work!!!
I am changing my policys to be more specific like yours thanks Sorry you were bit as well it happens so quick doesnt it!!
I consult with pet business owners, and was just working with a pet sitting company today when this topic came up.
Time management is the most challenging thing in this business. When clients cancel last minute, it can make things worse. Charging a fee runs the risk of losing a client.
John
Visit Canine Trade Group
1) Figuring out marketing strategies
2) Last minute reservations and/or cancellations from clients
3) Stating my rates confidently, without fear that they are too high
Hi,
My biggets challenge is getting paid ontime, so many clients simply forget to leave the money out for days and sometimes weeks. I’ve considering introducing a late payment fee but haven’t due to the fear of loosing clients.
Some pay weekly and many other have moved to monthly to make things easier but still its a problem. Now I am looking to expand to recruit other walkers and need to money to come direct to me so that I can pay the walker a portio of the fee and take my percentage as a company to aid future expansion.
How do others/larger organisations manage payments? Do you have an automotaed bank transfer arrangeent with clients? How as this been taken by clients who like leaving cash? What is the best way to invoice, manage and receive payments from a wider range of clients not all directly handled by the owner?
Hi David,
Most pet sitters require client payment up front. For regular clients I usually ask that my clients leave a check for each weeks visits for my sitter to pick up on the first visit for the week. If your clients want to pay cash I would ask them to pay the full amount for the billing period at the beginning of that period.
I know that several large walking companies I have talked with use credit card payment only and keep the clients credit card on file. They have a policy where the weekly or monthly billing is automatically charged to the card on file at the beginning of each payment period. I imagine that this probably keeps it very simple.
Danielle
Hi Julia,
1) Have you checked out my free report here at Working with Pets with 101 marketing ideas? If you need some more help you can also download a free section of my book (the marketing section) right here:
http://www.petsittingexcellence.com/book/sample-chapter.php
2) Do you have a cancellation policy? Most pet sitters will not refund the clients full payment if they cancel withing a certain amount of time before the visits. Of course this relies on taking payments upfront for the visits. Similarly many pet sitters charge an extra fee for last minute bookings.
3) How do your rates compare with other pet sitters in your city or county? If you are higher – that is perfectly OK – as long as you can justify why your service is “above the rest”. Think about what you offer that others don’t and keep this list handy so that you can confidently promote your services at the pricing that your service is worth.