We want you to have as many opportunities to grow as possible. To make sure we’re sharing the right opportunities, we’ve made some changes to how reviews work. Now, when your client goes to leave you a review, they’ll be asked a few specific questions about how everything went. From their feedback, we’ll develop tools and advice to help you succeed.
The goal is to help you have a great experience and provide the best care from the get-go. The reviews process looks a bit different for each service, but in general, we ask questions about the care and customer service you provided.
So how can you get the best review possible—and a loyal client for life? We have a few tips:
Put up second barriers around doorways to the outside (like a baby gate) and be outside with your Rover dog the whole time they’re in the yard. If you’re unsure if a dog could get out of your yard, keep them on their leash while they’re doing their business.
Even if you’re not sure you can book a request, respond promptly (top sitters respond within a couple of hours). Download the Rover app to get messages and important notifications when you’re on the go.
Get to know clients before you book
The best way to tell if it’s a perfect match? Meeting them before you book! We recommend scheduling a Meet & Greet for each of your new clients. That way, you can meet the owner and their dog, ask questions, and get a feel for how everything would go. Here’s a list of questions we’ve compiled to ask potential clients at Meet & Greets—feel free to use the ones you want, add your own, and let the conversation flow naturally.
Be clear about other animals in your care
Do you have cats, or are you boarding someone else’s dog at the same time? Let your client know, and make sure it’s totally okay with them. If you can, introduce your client’s dog to your dog (or another dog you’re caring for) on neutral territory before the booking begins, like the sidewalk outside your home or a dog-friendly coffee shop.
Start off on the right foot
If you’re offering services in your home, make sure your house is cleaned up before your client arrives and when they come to pick up their dog. Even better: Have their dog’s things packed up and ready to go before your client comes to pick them up.
Be on time
If you’re picking up someone’s dog or providing a service in the dog owner’s home, be on time. It’s the easiest way to make pick-ups and drop-offs stress-free, and this simple courtesy goes a long way toward building trust with a client.
Follow the dog owner’s care instructions to a T
Care instructions live on the pet’s profile and include info around meal and bathroom routines, medication, and more. Make sure to read through them and ask pet parents any clarifying questions before the booking begins.
Take care of your client’s home
If you’re providing services in your client’s home—this includes house sitting, drop-in visits, and dog walking—and you agree to take care of small household tasks like bringing in the mail, make it a priority to follow through on those tasks. They may seem small, but they go a long way when it comes to providing great customer service. And of course, respect the owner’s private belongings and personal space.
Send updates early and often
We recommend a photo and short text update at least once a day. Pro tip: sending one right after the pet parent leaves is a great way to put them at ease.
What it’s all about
We’re learning right along with you, and we’ll be sure to share even more helpful tips in the future. But by providing great care and keeping communication open, you’ll be well on your way to earning that glowing review and a lifetime client.