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By Rachel Doran, Tell Your Tails | January 2023

Communication is key. And as a pet sitter caring for living beings, communication is an absolute non-negotiable. In order to do your job properly, you need to communicate well with your clients. And your clients need to communicate well with you.

As the business owner, it’s your job to set the tone. There are absolutely things you can do in your business to make sure the lines of communication are open, and everything is handled with the utmost professionalism.

Mistakes You Could be Making with Communication

No one is perfect. There’s a good chance you’re making some mistakes when it comes to communication with your pet-sitting clients. Here are the top things you DON’T want to do.

You Don’t Have Clear Boundaries Defined

This is a big one. Boundaries are important for both you and your clients. But what do we mean when we say boundaries? We know that pet sitting isn’t like the classic 9 to 5 desk job. But why can’t you treat it like such? You step away from your desk/job, and you don’t have to worry about work. This does wonders for your mental health and well-being and ensures you have a good work-life balance.

So a first and important step when setting boundaries is to come up with office hours. These are the hours you will be available to your clients. Outside of these hours, you will not be responding to emails, texts, calls, you name it.

The next part of setting boundaries is thinking about modes of communication. Not a text person? That’s totally okay. Be clear with your clients about the modes of communication that you accept and respond to… and the modes you do not respond to.

Your clients have boundaries too, and you should respect this. This means, for example, not calling them at crazy hours unless there is an emergency. 

You’re Not Using Auto-Responders

Most platforms like email, social media, and even text, allow you to set up auto-responders. These are automated messages that are sent once someone sends you a message. Auto-responders are a wonderful tool to help clients and potential clients find what they’re looking for. Plus, they can help save you time. If someone asks a question that can easily be answered on your website, you may be able to help direct them to that resource and save you both some time!

Some things you should consider adding to your auto-responder are:

• What are some of the most common questions you get asked? Is there some information you can give or a page on your website that you can send them to to help answer their question right away?

• When they should expect a response from you. Is it 24 hours, 48 hours, or longer? Be clear about what they can expect.

• What to do in the event of an emergency. You can provide instructions about how to best get a hold of you in the event of an emergency.

P.S. If you use calling as a method of communication, treat your voicemail recording like an auto-repsonder. What’s the information someone needs to know? When can they expect a response? And what should they do in the event of an emergency?

You’re Relying on Scripts or Templates

Auto-responders are an amazing tool, but make sure you aren’t using them or other scripts as your sole form of communication with your clients. Pet sitting is a personal business. After all, you’re caring for their living, furry family members. So make sure that you’re setting aside time to actually communicate with them as yourself.

But this doesn’t mean you shouldn’t use scripts or templates at all! Having some set email response templates, for example, is a wonderful time saver! And they ensure that all of your clients are getting the same information and treatment. You absolutely want to use templates, but just make sure to inject some personality into them to help your client see the personal touch.

For example, you might say: “I am so excited to spend time with Fifi this weekend! I hope she’s ready for some fun games of fetch in the yard. Here’s some information to prep you for this weekend’s visit: [insert template email here]”

You Don’t Have an FAQ on Your Website

An FAQ (Frequently Asked Questions) page on your website is a must have! Get a lot of the same questions from clients or potential clients? Address them in your FAQ! This helps them get the answers they need fastest.

If there are misconceptions or misunderstandings when it comes to what you offer, your FAQ is a great place to offer that information too! Do you require 3 introductory walks before officially onboarding a new dog client? Great! Include this as a blurb on your FAQ page to help people understand what to expect.

P.S. FAQ pages are meant to have questions and short answers readily available. If you want to say more about a particular question, consider writing a blog about it. If you require introductory walks, for example, you can write a whole blog post about why you require this, why it’s beneficial, what it all entails, and how someone can sign up and get those walks completed.

You Aren’t Really Listening

A lot of these communication tips benefit you. They help save time, set boundaries, etc., but all in all, you always want to make sure you’re viewing things from your client’s standpoint. And that really boils down to listening.

Are they complaining about something? Actually listen. Perhaps it’s something you can help with.

Are they struggling to figure out how much time to book for their household of pets? Listen to their concerns and considerations, and offer your advice.

Are they planning for a big event or trip? Make note of this and send them a little note right before, wishing them a great event or trip.

Just like in the real world, listening goes a long way. People just want to be heard and understood. So make sure you’re carving out time to listen to your clients. This is what can help set you apart from kennels or other pet sitters in your area.

Like we said, communication is key. What do you think about these communication mistakes? Can you make any changes to help boost the communication in your business?