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How do I communicate with pet owners in the Rover Resolution Center?

The Rover Resolution Center was created to help sitters and pet owners work through problems together. In this article, we’ll go over tips and best practices to help you use the Resolution Center to turn a problem into something positive.

To learn more about the Resolution Center, go here.

 

Quick Tips

Be sure to always:

  • 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 a handful of best practices, like:

  • Focusing on the problem, not the person. Make your conversation about the issue at hand and potential solutions, rather than the other person’s character.
  • Looking for creative solutions. Think of win-win solutions where you and the other person get something you’re looking for.
  • Avoiding 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.
  • Keeping an eye on the bigger picture. Remember, this is just one booking among many more to come. Sometimes “winning” can come at a cost, like negative reviews and wasted time.
  • 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.

 

If you get stuck or are unsure how to resolve an issue, Rover Support is always here for you. In the Resolution Center, you can use the “Questions for Rover” tab within your case to interact with Rover Support privately.

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