As a pet sitter on Rover, you’re your own boss: You choose your rates, set your schedule, and call the shots. However, the biggest part of receiving 5-star reviews and having loyal guests is making sure you have great customer service skills. We want to share some customer service tips that’ll make your dog sitting experience even more fun and rewarding—and keep your favourite dogs coming back.
Send updates that show their dog is getting the right care
At the Meet & Greet, ask the dog owner how often they want updates. Most appreciate a quick photo and text update once a day, but send updates as often as the owner requests. When it comes time to actually start sending updates, send updates that mirror the care the owner expected:
- If they asked you to do specific tasks like bring in the mail or make sure to feed the dog out of a puzzle toy, send updates that show you’re fulfilling their expectations.
- There are some great times during a dog’s routine when you can send a reassuring update to the owner: when they take their medications, when you arrive and depart for walks or drop-in visits, or even after a successful walk for a puppy in toilet training.
- Share stories that show the dog’s personality, or make sure you fit in time for the dog’s favourite games or treats. This is especially important if you’re caring for multiple dogs.
Never fear—updates can (and should be) fun
It may be easiest to get a photo when a dog is asleep, but you want to make sure you’re showing all the fun you have too. We recommend taking pictures when you’re:
- on a walk
- playing tug or fetch
Try to capture their dog at their happiest, goofiest, or sweetest. We know dogs can be elusive subjects, but here are some quick tips about how to take great pet photos.
Sometimes you may need to send tough updates
There’s no doubt about it: Dog sitting can be messy. Whether your Rover dog has separation anxiety or you’re caring for a puppy who isn’t toilet trained, you can still keep the owner in the loop while coming across as a capable, caring sitter.
Here’s a good example of an update that’ll help reassure an owner their dog is being taken of:
“Fluffy had a little accident today but I cleaned it right up, and we’re going on more frequent walks to make sure it doesn’t happen again.” You can imagine how that’s a much better experience for a dog owner to see than something like, “Your dog peed on my carpet this morning.”
While you can ask the owner for advice on how to make their dog comfortable, never complain to the owner about their dog. Focus on how you’re making the stay even better for the dog when they’re facing little problems—not only will it make you look good, but it’ll help you learn how to reframe a stressful situation into something positive.
As a pet sitter, delivering great customer service is about delivering great care and communicating well. Find out what kind of care the dog needs, make sure they get that care, and keep in touch with the owner. And just like that, you’ll be on your way to earning that 5-star review and a new doggy friend for life.