Writing the Perfect Client Update (or your dog pooped, again)

Let’s face it, there are only so many ways to tell a client that their dog pooped. Even those of us that are super creative will, at some point, run out of ways to make an update to a client on a pet sitting or dog walking visit interesting.

As a professional pet sitter and dog walker, I send dozens of updates each week to clients. Sometimes it’s a daily update for dog walking clients and sometimes, for vacation clients, it may be several updates each day. These updates are important, critical even. Not only are they a confirmation to the client that the sitter showed up and their pets are taken care of, but they’re also the single best way to develop and nurture a relationship with your clients. And we all know in this business, in any business, relationships are the key to success.

They are such a valuable relationship builder that we don’t want to waste the opportunity. I tell my employees that clients want to know that they showed up and that basic tasks have been completed (pottying, watering, feeding, etc.) but this is just the beginning. Showing up and completing care tasks should be a given. While it’s critical to the pet’s care, it’s a basic expectation. Businesses, especially small businesses need to do more, they need to amaze their customers. Customers want to know their pets are happy, that they’re loved, and that the sitter connects with them. This is where the art, and I do mean art, of the update comes into play. There are ways to tell a customer that Fido pooped that will endear them to you forever.

• Use the pet’s names. Everyone gets in a hurry. Avoid the temptation to say ‘your kitties’ or ‘your pups’ are fine. This is easier than typing out full names but it’s also generic and bland. Using the pet’s names conveys to the client that their pets are important and that they are loved.
• Use the right gender. It’s easy to forget the gender of a pet, particularly if you’re watching several of them. And don’t count on the names to remind you, gender neutral names are common as well as girl’s names for boy pets and visa verse. It would be rude to assume someone’s human baby was a boy or girl without asking. Pets are people’s furry children and referring to them by the right gender is important.
• Share the love! Tell them you really enjoyed spending time with Fluffy or that Fido had a fun time playing ball with you in the yard before curling up for a nap in your lap. They want to know you love their pets because then they know you’ll give them the best care possible. You need to be their pet’s best friend as well as their caretaker.
• Be honest but step lightly. If Fido or Fluffy are acting strange, sluggish or out of the norm, tell the client. Keep in mind though, like humans, pets have down days. Don’t panic a client by telling them their pet is sick, instead tell them Fido was a bit less energetic today. Remember though, safety first, you are the pet parents eyes when they can’t be there, pay close attention to any abnormal behavior and, if in any doubt, bring it up.

Pet parents who have to be away from their pets miss them and often feel guilty that they have to leave them in the care of a sitter. A few warm comments and a genuine interest in their pet’s happiness goes a long way to easing their guilt and building a long term, strong relationship.