How do I communicate with my client if there was an issue during a past stay?

In the rare even that an issue arises during a stay or walk, it's important for sitters and pet owners to work together to reach a resolution. In this article, we’ll go over some tips and best practices on how to work with your client to resolve an issue.

Quick tips

  • Address problems quickly. An issue may seem small, but left unattended it can turn into something larger.

  • Make your first message positive and constructive. The first message often sets the tone for the entire conversation. Ask questions that get to the root of the issue and offer solutions.

  • Be friendly and approachable. Take a moment to say ‘Hello’ and establish a connection with the other person.

  • Don’t make assumptions. The other person might not understand how Rover works as well as you do. Taking a moment to gently educate them can clear up confusion and may help you reach a better resolution.

Best practices

The people who reach positive resolutions most often embrace the following best practices:

  • Focus on the problem, not the person. Make your conversation about the issue at hand and potential solutions, rather than the other person’s character.

  • Look for creative solutions. Think of win-win solutions where you and the other person get something you’re looking for.

  • Avoid ultimatums and insults. Telling the other person you’ll leave them a bad review or insulting them typically just makes them less likely to work with you.

  • Focus on the bigger picture. Remember, this is just one booking among many more to come. 

  • Keeping client satisfaction top of mind. How you handle problems can mean the difference between negative reviews and happy, repeat clients who recommend you to their friends.
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