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How do you handle the crush of holiday pets?

Cheryl W.'s profile image

Hey all,

I'm pretty laid back about people paying before mentally "holding" their stay in my calendar. I don't make people pay until we've done the meet and greet and are all happy and okay with each other. But I do let others know that there is someone ahead of them and they may not get a spot, but if someone cancels I'll let them know. I'm very good on getting back to people as soon as I know anything.

This last Memorial day, that just screwed me over...I had a new client with two pups who wouldn't book until they got their flight details from work. I didn't want to harp on him, but I messaged him every couple of days. The last message was - other people would like to take your spot if you don't plan on booking with me, please let me know. (This was true - I had three other people...but knowing how fast holidays book up I did tell them they should likely start finding another sitter NOW.) Client responded he would know in two days. Contacted him in two days and he said, "Oh, I thought you said you were taking on other people and I went with someone else." Grrrrrrr! I did go back and contact the three others on my list...and of course they had already found another sitter. Therefore, no pups on Memorial Day. :(

So my question. Do you make people pay PRIOR to meet and greet? Especially around holidays? (I know they can cancel for a full refund if they don't like me, but many people get nervous when they have to pay before anything else.) I'll likely still keep my laid backedness for normal times...but I need to change my plan for holidays. Any recommendations would be welcome!

3 Answers

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Karen R.'s profile image

Frances has given you some very sound advice. It isn't apparent whether you had the M&G with that potential client, but once it has taken place, you should officially accept the job (if it has been initiated that way vs just a request for a M&G), which starts the clock ticking. In the meantime, I wouldn't hesitate to accept engagements from repeat customers. For Thanksgiving and Christmas, where people often make their arrangements far in advance, I will be requiring a nonrefundable deposit from my non-Rover clients because space is limited and I may have to turn down a more frequent client.

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Frances M.'s profile image

No you don't charge them before the meet and greet because you don't know if it will turn into an actual stay. At the meet and greet you can tell them you are booked pretty quickly for the holidays. If they like you and everything goes well tell them you will go online and book their stay and they have 72 hours to respond. Before that 72 hours expires send them a reminder email and let them know the clock is ticking and you have reserved a spot for them, that way you know if they are going to book with you or not. After those 72 hours expires then you have to take someone else. Once you are completely booked block off your calendar that way you are not contacted. I book up pretty quickly for the holidays. I was at capacity for memorial day but I tell them, if you are booking please make it quickly because I have other people needing spots, usually that will make them act fast. I always take my repeat customers first just because I know they will book me, and I make sure the new customers know that as well.

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Melissa W.'s profile image

Karen- a non-refundable deposit is a great idea for the major holidays. I'm still new, and haven't had a major holiday for sitting besides memorial day, but for Thanksgiving and Christmas I may employ that. Especially because I would ask my family to come to me for Tgiving so I could take on a client.

Comments

Last year, someone booked me in June for Christmas. I had no other contact or sitting engagements with them. Meanwhile I had other requests, some of which I could accept, but worried constantly about whether the first customer would back out. That's when I decided I would request a deposit for the next year.

Karen R.'s profile image Karen R.
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