Becoming A Client
- Potential client contacts us and we direct them to the website to fill in “Become A Client”.
- If the office accepts them as a client, the office directs them to “Fill In Your Profile”. This has all the information needed regarding the pet, their emergency contacts etc., as well as information about the client’s house if they are using us for House Visits or House Sitting.
- After filling in their profile, they are given a Contract and access to our Policies and Procedures
- The office will then offer up the job to the Team. The Team Member who takes the job will then arrange a Meet and Greet with the Client. They will read all the information in the Profile first, ready to ask for any other information they feel they may need.
- If the Meet and Greet goes well and the Team Member and Client are happy to go ahead, they must arrange a trial with the Client to make sure there is no danger when the owner is not present.
- For a Dog Walk, the Team Member must go on one walk WITH the Client, and one walk WITHOUT the Client (if the Client is going to be absent when the Team Member collects the dog, they must be absent from the house for this trial)
- For a House Visit, the Team Member must do one visit WITH the Client present and one WITHOUT
- For House Sitting, the Team Member must arrange an hour or so to be with the dog AND the Client, then they must arrange a trial Sleepover for 1 or 2 nights WITHOUT the Client (the Client MUST be able to return quickly should anything happen)
- For Day Care, the Team Member must arrange an hour or so for the pet to be at their house where the Client is ‘around’ and able to be called immediately should anything arise
- For Boarding, the Team Member must arrange an hour or so as for Day Care, then they must arrange a trial sleepover for 1 or 2 nights (the Client MUST be able to return quickly should anything happen)
If the Team Member feels even a little unsure, ask the Client for another trial. Better safe than sorry
As A Client
- All bookings, cancellations, complaints, payments etc MUST go through the Office. Should things go wrong, the Office is not responsible for bookings made through Team Members that the Office is unaware of
- Payment must be made electronically to the Office via Bank Transfer or PayPal
- The Client CAN NOT book a specific time for a Walk/House Visit, they can request a time slot (Early morning, Mid-day, Evening, Late Evening). This allows you the flexibility to provide services to the Clients you have that day, in the order that makes life easier for you. If the Client wants a specific time slot, there is a £5 charge
Troublesome Clients
Troublesome dogs come in many shapes and sizes: Lead Pullers, Barkers, Jumpers, Hyperactive, Possessors, Aggressors etc.
If your Clients show any of these signs and especially if you are struggling, speak to the Office and the Client. Let the Client know that you are struggling but you want to keep working with the Client and are more than happy to go to Training with the Pet and Owner. The Owner may not know that their dog is difficult with other people, or they may not know that they can get help with this issue.
If the Owner isn’t interested in training, and you are not happy to continue working with this Client, you have every right to terminate your Services. Please do so through the Office and we will talk to the Client.
If a dog shows aggression and bites you, you must tell the Office and the Owner. It may not be safe for you to continue working with that Client and you may not want to. The Office will talk to the Client about how to proceed.
How To Complete Services
Time
For Meet and Greets and Services which have been time-specified always arrive 5-10 minutes beforehand and begin the service on time (e.g. for a Dog Walk booked in at 10am, arrive at 9.50am or 9.55am and begin the walk at 10am). This shows the Clients Professionalism and Punctuality.
Exercise
Day Care, Boarding and House Sitting includes exercise as well as social play. 2x hour long walks are included in the price but this is subject to the ability of the dog – puppies, older dogs and injured dogs need shorter walks or one long one. There must be alternative indoor stimulation available such as toys and training.
Dogs MUST be allowed frequent access to the outside to toilet, especially if they are unable to go on walks.
Leads
Always carry an Extra Lead or two – you never know when your lead will break or you will have to break up a fight (slip leads are best for fights).
To reduce the risk of injury, dogs MUST be kept on lead:
- Before opening external doors
- To and From Vehicles
- Near Roads
- Near Deep Water
- If the Client has asked you to
- If the dog is a Puppy and the Client hasn’t yet given you the go ahead. You can help train the Puppy in Recall but do so on a Long Lead
- If you are not comfortable letting the dog off. The dog is still getting exercise on lead
Vehicles
Dogs MUST be secured using either a seatbelt or crate in the back passenger seat or boot of the car. Open windows MUST NOT be fully down.
Unsecured dogs can lead to crashes by distracting the driver or jumping out of windows.
Grooming
Day Care, Boarding and House Sitting includes brushing if the pet requires it. Always use the Client’s own brushes if they provided them. You are NOT required to clip any nails.
Brushing helps remove dirt from walks and reduces the risk of irritation and infection from knots. It’s also a chance to touch the animal to see if they have acquired any injuries and gives them important human contact.
Water
There must always be fresh water available. Check during House Visits and Dog Walks that there is plenty of water down, especially if you have been to the Beach.
Food and Treats
Pets must only be given the food that the Client has provided, in the quantities stated and at the times stated.
If a Client has provided Treats, these must be the only Treats given to their pet. If a Client has NOT provided treats, you must make sure the pet is not allergic to anything before hand (this should be stated in the Pet Profile).
This reduces the risk of illness under your care, by changing a pet’s diet.
Leaving Clients’ Houses
Always leave the house as you found it. For example, doors that were shut when you arrived must be shut when you leave; if the dog was in a crate put them back in the crate.
During House Sitting you must be respectful of their house and property and leave the house clean and tidy – wash and put away all your dishes, make your bed, Vacuum the floors.
This shows Professionalism, Care and Respect to both the pets and owners – a big plus for the Business.
Photos
Take Photos and Videos. Lots of them 🙂 The Clients love to receive feedback of how their Fur Babies are doing, it’s great for Social Media to help Marketing, it’s an ideal Christmas Gift for Clients and it’s lovely to look back on for yourselves as well. Always send a copy to the Office.
The Client should have selected in their Profile how often they want to receive photos etc and in what form, but if they haven’t, ask during the Meet and Greet.