Keys to Successful Client Meetings
- ALWAYS pet the animals when you are there. The customer must see that you will provide the necessary care for their pets and love them as if they were your own.
- Be prompt
- Compliment customers on their pets
- Make notes in the software about their home and their pets
- Make sure you get the key
- Test the key
- Make sure you understand their routines and scheduling needs
Guidelines
The New Client Meeting is vitally important. If you perform it well, it provides comfort for the clients in your professionalism and provides you with the information you need to do your job in a thoroughly professional manner, including emergencies.
Rule of thumb: An adequately conducted interview creates clear mutual expectations and eliminates almost all problems.
In time, you will establish your routine for interviewing, and you must do so since you will have to depend on the information you get at an interview to do a good job. Most importantly, you must control the proceedings. You are the professional. If people want to talk or try to control the flow of information, politely inform them that “that comes later” and move on to the next question in your routine. If you lose control, you may miss some vital information. By retaining control, you can decide whether to stay around, be sociable, and answer their questions. Almost all customers are curious about the business and anyone who does it for a living. But your schedule may be too tight for a chat that evening. Don’t worry about being rude. Inform the customer that you have another interview or a cat that needs to be fed and leave. If you like the client and have time, you can chat with them as long as you wish. You will be paid for a 30-minute meeting, though, as it is enough time to get all the pertinent information for you to be able to do the assignment.
BE PROMPT. You are selling responsibility and reliability. Being on time reinforces the customer’s perception of us as people to be trusted. Being on time is also considerate.
Being late is unacceptable. Some potential clients have tight schedules and plan to leave immediately upon the completion of the interview. Others just get irritated if you are not on time. If you realize you will be late, even if it’s just 10 minutes late, call or text the client directly. They’ll appreciate the courtesy and professionalism.
Suggested Interview Procedure
Step 1. INTRODUCTIONS
Walk inside and introduce yourself to the people. Follow their lead on the use of first or last names in future references to them (in other words, if the customer says, “I’m Dr. Phelps,” don’t call him Charlie). Always introduce yourself by your full name. Introduce yourself to the animals. Let them sniff you. Get down to their level so they feel comfortable. Scratch a few heads and ears if warranted. The base of a dog’s tale is often a favorite spot. Don’t worry about unfriendly cats – never force yourself on a cat. They remember!
Try to make friends with dogs since you usually have to walk them. Nose-to-nose contact or a lick usually means you are a friend. Let the customer see that their pets like you! Always compliment the customer on how gorgeous / funny / beautiful / cute / athletic / etc their pets are. A compliment like “She has a great coat” or “You are taking great care of them” goes a long way!
For aggressive or neurotic animals, you may want to exercise your option to refuse the job.
You always have the option to refuse a client.
Step 2. FILLING OUT THE CLIENT INFO
Clients often fill out their info in our PetSitConnect software. Those are our ideal customers. You’ll pull up their file, review their info, and ask questions.
Sometimes, clients don’t fill them out. You’ll need to click New Clients, find their name, and click Edit. That button will take you to the client’s profile screen. There, you can add information about their veterinarian, emergency contacts, alarms, etc. Just fill in the blanks. You can take their credit card info right there, or you can give them an option to wait and have the office email them the link to input that info.
Ask them, “What about your plants? Will they be ok? I’ll be happy to water them for you.”
Write down the instructions if necessary. Find out where they keep the watering can or hose.
Ask them if they receive newspapers. Many people try to call and have it stopped. This works about 50% of the time. If there is a newspaper on the front lawn, we will bring it inside, remove it from the plastic, and lay it flat neatly on the counter. If there is a mailbox in front of the house, we will also check it daily. Make sure you ask where their mailbox is.
Ask, “Do you have timers on your lights?” If not, ask them if they want us to turn some lights on at night. The goal is to keep the house looking like it usually does.
On longer assignments, ask when the garbage is supposed to go out. This is a crime deterrent. If a garbage sack is on the curb, it shows that people are home.
Alarms: Make sure the customer walks you through their alarm system. Most systems are tied to a central switchboard or a police station. If so, someone will call the house if the alarm was accidentally set (and you WILL occasionally set the alarm off even if you have correct codes from the customer – sometimes they malfunction on their own). You need to get the customer a code word (password) to give to the security company. Otherwise, the police will be called, and the customer will be charged for a police visit. Always be sure to contact the client if you set off the alarm – the security company will call them, so at least they will know it was you and not a burglar.
This is information about their home.
Once you click Submit, you’ll be taken to a screen that will let you add their pets one at a time.
Get all of the pets’ information. Make sure to note feeding and medicine instructions. Your backup pet sitter needs to be able to do the pet sits without questions if they were to step in for you during your vacation or in case of an emergency.
Pet food is usually left on countertops or stored in the pantry or the garage. If the customer has unusual places for storing food/treats, note that on the contract. Always make sure you know where the water bowls are. Many cat clients leave several water bowls around the house (in the bathroom sinks, etc.) Make a note of everything that pertains to following the pets’ routine.
For dogs, find out where the leashes are. Always ask what are the preferred times of the visits.
We do not do any visits before 6 am and after 9 pm.
For cats, note the location of all litter boxes and know where extra litter is stored.
We will ALWAYS sweep around a litter box each visit, so make sure you know the location of a broom and a dusting pan…
Special note: MEDICINE. If pets require medication, know its purpose and the health issues it addresses. Make sure to ask how the medication is administered. If all you have to do is roll a pill in a piece of cheese or put it down a friendly dog’s throat, you will have no problems with that pet when the customer is gone. If the customer tells you that the cat hides under the bed all the time but needs a pill once a day, the chances are that you won’t be able to catch the cat while the customer is gone. Make sure that you are comfortable with giving the medication, or you are better off to refuse a job. Friendly cats that come out to greet you will be easy to pill, but if a cat is skittish, you will be stuck for hours trying to catch him… Do not take that chance, especially if the owner is away for many days and the medicine is pertinent to the animal’s well-being.
Rule of thumb: Talk to the customer often while filling out their info. It creates many open-ended questions, making the customer talk about themselves and their pets. And the more you make people talk about themselves, the more they like you!
Step 3: VISITS AND CREDIT CARD INFORMATION
Our company policy is that customers pay for the services by credit card. The scheduler would have already explained this to the customer while scheduling the meeting. We do not accept checks or cash. All payments and scheduling questions need to go through the office. You are there to love their pets.
You can also enter their credit card info by clicking Update Card or skip it. Then, we will email them a link, and they will enter their credit card. We can accommodate them either way!!
The submit for Scheduling button will take you to a list of fields where you can enter dates and times when customers need us. Log each day they need services.
If a customer asks about the rates, tell them the office already quoted them, but you’ll be happy to have the office call them back with that info. Plus, they’ll get a confirmation email within 24 hours listing all the visits and rates with a total. The credit card will be charged AFTER the visits are completed, and we do offer a 100% money-back guarantee if they are not happy with our services. In addition, email confirmation will be a great way to confirm the accuracy of the visits entered in the pet sitter’s schedule.
Step 4: KEYS
“Now, may I have a key? I want to try it to make sure it works.” Always check the key, or you will waste a lot of time struggling with the door or calling a locksmith.
Step 5: THE END
Offer to answer any questions about our service or the company.
REFUSAL OF SERVICE
You have a right to refuse service for any reason. Call the office, tell us why you are declining the assignment (so we can notify other pet sitters of a problem customer), and do not question your instincts! Below are SOME reasons you would choose to turn down an assignment. But this list is not absolute. You will never be forced to take a client you are uncomfortable with.
- Concern for the personal safety and well-being
- If the animal(s) are sick or injured and should be under veterinary care.
- If you do not feel that the animal(s) can be kept safely, securely, and humanely during the owner’s absence.