I just had a potential client ask for references. She has read my reviews but wants to contact people directly to confirm the reviews I guess. How would you go about handling this situation?
I personally would not oblige. I would tell the client that Rover takes client confidentiality seriously, which is why we don't have access to their phone numbers but rather a Rover contact number specific to our relationship. Remind them that Rover completes a background check and that they are more than welcome to call Rover to verify that the reviews on your profile are of actual clients. That is how I would handle it. If you choose to oblige them, be careful about giving out client's information but maybe take this prospective client's number and pass it on.
Never communicate your clients info to a potential client, it's a big no no and it violates Rover's privacy policy. https://www.rover.com/privacy/
Yup. Yup. Yup
Don't do it.
I actually do provide references if necessary. I take my client's privacy seriously, and always ask before giving out a number, and the people I use as references generally aren't Rover clients. Also, when reading the Privacy Policy I don't actually see anything saying that you can't share information with potential clients if you have permission. Also called Support and was told it's fine as long as there is permission (and the Rover employee also suggested getting this permission via Rover messages so there is a record of it).
I definitely understand wanting to talk to a real person about their experiences with a sitter. I wouldn't hire a nanny for a child based on reviews on a website, so why should I do that for my pets? Also helpful if they are a first time Rover customer, as I think the interface can be intimidating.
If your clients agree to be references for your business there isn't an issue, but you should never share without their permission
From your profile, I noticed that all the services you provide are at the client's home... and you have 15 reviews including 5 that were Rover verified stays and 9 repeat clients. These results & reviews ought to make the prospective client more comfortable booking services with you. If they still have concerns, you could suggest they contact Rover Support to address them. If you chose to give out references outside of Rover (which would not be a violation), you may regret allowing those people to be bothered by someone contacting them who you may not work for more than once, if at all.
Agreed. Rover is similar Uber, in that there are systems in place. No one would ask their Uber driver to come up with additional references. You appear to have enough PUBLISHED references to suffice. I understand that pets are cherished family members but these people are demanding above the norm
I have given out references when a potential client asks, but only with express permission from those references first. In the two instances I have done this, the potential client has not called the references because they realize that my 100+ reviews tell them all they need to know.
I provide references if the client asks. I have now dog-sat for two people who had a bad experience with a sitter. After hearing one of the stories I don't blame the person for asking. I only give out numbers I have permission to share and my clients tend to be more than happy to speak with prospective clients. If you are nervous about asking a client if you can share their info be sure to let them know you completely understand if they don't want their info shared so they don't feel pressured.
Between the reviews, pictures & having the customer speak with rover, they should be able to get a feel if it is a good/great fit or not for them and their dog(s). I don't provide references but do provide a paper listing detailed specifics on my process & procedures in case they either forgot to ask a specific question or I forgot to go over a specific process like: I use harnesses and regular or Y leashes not flex leashes, separate all dogs during feeding, etc. Don't forget that the m&g is as much for you to interview as for the potential pet parent to interview. Make sure it's a good fit for you also. I have great pet parents & pups and had great pups but let them go because of the pet parent and visa versa.