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Will a 4-star review harm my rank?

asked 2016-07-24 17:42:37 -0500

After ten repeat clients and eighteen 5-star reviews, someone gave me 4-star review.

I should have seen it coming. She was incredibly fussy and over-protective. I asked her what I could have done to make it 5-stars and she was kind enough to enlighten me. Even though she had been through my whole house (I usually only allow the front rooms but she wanted a complete tour) at the Meet & Greet, she stated that bringing her dog out to the driveway at pick-up and only being allowed in the front hall at drop-off made her uneasy. Never mind that I sent a photo every day.

Her dog was elderly. He needed hand feedings and to be carried outside for potty breaks. She claimed he hated grass and would need to relieve himself on the patio. Well, he was actually getting around much better than she had said he would and walked right onto the grass to pee every time. One day we were running the sprinkler and he approached it. My son was going to stop him but I told him to wait and let's see what happens. The old fella' LOVED it. He marched back and forth several times, tail wagging and happy as can be. I sent her a pic of it with the explanation that we watched him closely and he was so happy. The pic is truly adorable.

Guess what? THAT is the main thing that bothered her. She said he was too frail for that (though she freely told me he was doing fine and had survived the "sprinkler ordeal"). I was stunned. He'd been so incredibly happy.

So now I'm worried that her 4-star review (which is based on stuff that would not bother 99.9% of people) is going to tank my ranking.

On the flip side... in that same week a different Owner actually tipped me the equivalent of 2 additional days after a 1 week stay. So clearly I'm not all bad. LOL!!

And THIS folks is why we need to be able to share internal reviews of dogs.

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Comments

no, I don't think it will hurt your ratings at all. If future pet boarders read your reviews, they won't care about one that's 4 stars, they'll realize how good you are. I actually got 4 stars with my first boarder and it bothered me but I've been busy since I just had to let it go.

Susan S.'s profile image Susan S.  ( 2016-07-26 10:15:26 -0500 ) edit

Namasté, State every rule(s) you made with your business within the first time you talk or in your bio. If the client is not a good fit an will compromise your business maybe do not take on the client. Namasté, Marcus

Marcus L.'s profile image Marcus L.  ( 2016-08-07 21:20:24 -0500 ) edit

2 Answers

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answered 2016-07-24 18:06:29 -0500

The short answer: Yes, the 4-star will hurt your ratings.

The REAL answer: Who cares? It sounds like you are an amazing sitter and consistently go above and beyond your duties. Your excellent reviews should balance out one 4-star in short order. I know it feels like a gut-punch, and I would be devastated also, but I maintain that it all evens out eventually. Just keep on keepin' on!

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answered 2016-08-04 18:22:54 -0500

I agree with Carmen! As a new sitter who has been spending some time here in the forums getting the lay of the land, it sounds like we're working with all sorts of pet parents (of which, I am also one). My dog is older & visually impaired & I absolutely 100% baby him. However, I would be thrilled if someone helped me see how much more capable he may be. We can get so used to pampering our little ones we can sometimes forget to give them the benefit of the doubt. So yes, it may hurt your ratings but it sounds like you are an awesome sitter & that will be obvious when people meet you.

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