As any business goes, there will be always a great customer and more than you like it, some bad customers, though not many it is always important to keep in mind that you will encounter some of these "bad" customers. This article will help you distinguish the good and the bad and help you on how to deal with one when you encounter them.
The Characteristics of a Bad Pet-Sitting Client and How to Handle Them
1. Abundant Demand
There is no question that each pet owner will have distinct demands from you depending on their pet and his training, which is fantastic; but, there is a fine line between a genuine concern or request and an unreasonable demand.
For example, demanding that the pet sitter bring the pet's medicine at a certain time is OK, but driving the dog to Starbucks to get the client an iced drink is not.
You must discern between requests and demands as a pet caretaker and establish appropriate limits. Many customers lack a professional sensibility, and you cannot afford to lose them due to their lack of judgment." To cope with difficult consumers, you must explicitly explain your pet-sitting technique. When your consumers are unreasonable, the best method to make them realize is to talk to them in a straightforward but respectful manner.
2. Nothing Makes Them Happy
You will meet people who are unsatisfied with your work, no matter how effectively you worked with their pet.
Their actions will always be tainted with discontent. You may get comments such as "You only do what is asked of you" or "Who told you to use your brain?" "Couldn't you just follow the instructions?" You can't criticize a customer based on their behavior or how they want things around their pet, but you don't want an unhappy customer either. It would help if you were careful of consumers who have this characteristic.
Solution: Have a discussion and write down their expectations.
The most straightforward way to deal with unsatisfied consumers is to discuss and document their expectations. It is the most successful technique for maintaining a favorable relationship with such consumers.
When you discuss expectations with clients, you will be more confident in addressing the situation when they begin arguing about their dissatisfaction.
Begin the discussion with basic questions about the pet before introducing the expectations question. Try to have a positive attitude; consumers might be unpleasant at times, but patience will get you far in this business. Once you're certain that you've requested all of the information, closely adhere to the customer's instructions. You don't want to come out as haughty in front of such customers.
This is the most common trait of unsatisfactory pet-sitting clients. Few individuals would open their wallets to pay you to take care of their dog or cat.
But what would a tiger eat if he befriended a lamb? The same goes for you. In terms of expenses, accept nothing less than what you deserve. The pricing varies according on the client's needs.
As a solution, sign a contract.
Although oral agreements might be legally enforceable, nothing beats a well-crafted, written contract that binds your client to maintain their end of the bargain.
This may seem extravagant or snobbish for a pet-sitting business, but you'll appreciate its importance when you have to spend a significant amount of time calling clients to collect dues. Instead of creating a new contract for each customer, create a standard agreement that covers all of the common conditions that apply to all customers while leaving space for variable components like compensation and jurisdictional challenges.
Demand that the buyer sign the contract, understand the penalties of breaking the agreement, and pay in advance.
4. Firm believer in the proverb "The Customer Is Always Right."
Many people admire their dogs as if they were children, which is admirable; yet, this passion may be detrimental to their beloved pet. Clients often provide wrong directions to their pets and refuse to accept improvements made by the trainer or sitter. These consumers are wary, and you must handle them with caution.
Display your references, licenses, and certifications as a solution.
When your client refuses to accept your advice and compels you to follow their instructions, you must accept them by proving your professional knowledge in this field.
The only way to convince the consumer of their misunderstanding or terrible practices regarding their pet is to show your certificate and licensing. This creates superiority in your favor and provides you with an edge, but don't be arrogant during this discussion. Begin by thanking them for their devotion for the pet and explaining how their recommendations are harmful to the animals. Clients that have a "My Way or the Highway" attitude must be treated with considerable caution since they are easily enraged.
5. Poor Employee Treatment
You cannot pet-sit in two places at once; you must use your staff. But what if your consumer is rude to the employees you hire?
When a consumer is unfriendly to staff, it is critical to discern between worrying behavior and arrogance.
The remedy is to Let Them Go.
The only way to handle such consumers is to let them go. "Who turns down business?" some may inquire. They are unaware that it is sometimes important to advise people that you are unable to provide services to them, especially if they are abusive to your employees. That is simply unacceptable behavior and should not be tolerated in any form. As an employer, you must decide if a difficult client or a good employee would benefit you in the long term.
How to Distinguish Between Good and Bad Clients
From the outset, establish clear communication.
One of the most important things you can do to avoid unhappy pet-sitting clients is to speak properly from the beginning. Setting expectations for what you can and cannot do, defining your expenses and payment expectations, and ensuring that both you and the client are on the same page are all part of the process before you begin pet-sitting.
Prospective candidates must be properly vetted.
Make sure you properly screen everyone you agree to pet sit for. Request references from previous pet sitters or veterinarians, and do a background check if necessary. This will help you sort out potentially difficult consumers before interacting with them.
Trust your instincts.
If anything doesn't seem right about a potential consumer, trust your instincts. You know your own boundaries and what you're comfortable with, so it's OK to say no if a client is difficult to deal with or if you have a bad feeling about them.
Make a written agreement.
In the case of a client disagreement, a contract may serve to protect you and your organization. Make certain that your contract includes your price, payment conditions, and any other essential information about your pet-sitting services.
Setting boundaries is critical for avoiding bad pet-sitting clients. Make it obvious to your consumers what you can and cannot do, as well as when you are available. It's okay to say no if a consumer requests something outside of your area of expertise or availability.
Keep your high standards.
Finally, don't decrease your expectations. If a consumer requests anything that violates your ethics or morals, you must oppose and refuse. Your reputation as a pet sitter is important, and decreasing your standards might jeopardize it.
We understand that having a client is a luxury for us company owners, but the cost of losing a few poor customers exceeds the value of retaining them. After all, not all clients are the same. If a consumer is dissatisfied with our goods or services, they may be a drain on our resources and possibly harm our brand. It's critical to know when to let go of a client since they might have a detrimental influence on the entire customer experience. This is particularly harmful for companies that depend largely on consumer loyalty and happiness. Remember that you should never compromise service quality to impress a consumer. Furthermore, letting go of some terrible clients will always offer your mind the peace of mind to focus on the other customers, which is one of the most crucial aspects of running a company!