Experience with Owners who try to get you to book outside the Rover site?

asked 2016-05-25 13:14:10 -0500

Don't ever doubt the importance of the insurance we have through Rover. Pet sitting just got the spotlight on Judge Judy https://www.youtube.com/watch?v=MCuE7...

I've had at least 10% of owner requests end up with them hinting that we should do the transaction without Rover in the middle so we can both avoid the fees. If I add in the amount of people who understand why I won't cut Rover out of the middle but still try to get me lower my price I'd say it's 1 in 5 or 20%.

People think sitters are making too much money cuz we just "sit at home". They don't realize the wear and tear on the carpet and lawn etc.

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answered 2016-05-25 16:16:03 -0500

It's definitely important. I've never had anyone suggest to book outside of Rover. But I have had someone ask during a meet and greet if they should book through Rover or just leave money on the counter. I simply explained that Rover provides insurance which is a safeguard for both of us. She completely understood.

I imagine for most people who ask it might be an ease factor. I find for some customers, using Rover is complex and/or confusing to them. In my case, for my less tech savvy clients, I create the booking for them to ease the confusion of using Rover.

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answered 2016-05-26 08:08:36 -0500

I agree with Daniela. While it might seem easier for them to book outside of Rover, I always explain that Rover's insurance policy protects their pet in case of emergency. I always keep handouts that have the insurance policy details on it. This allows me to show them what type of protection they're getting by booking on the site. I also like to tell them that it protects their money, by allowing them to receive refunds for cancellations directly to their card.

If a guest complains at the meet-and-greet that the app/site is difficult to use, I'll give them a tour of the app using their phone and offer to handle the particulars of the arrangements. This usually assuages any complaints that they have.

Occasionally, I'll have a client that needs a walk last minute, so they'll offer to just leave a check/cash on the counter. For repeat clients, I always tell them not to worry with the hassle of cash/checks, but that I'll send them a booking request. Then they can simply confirm it through the app.

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