I seem to get a fair amount of requests that are usually last minute, where the owner does not fill out the profile so I have no idea about the dog. They usually are a few days before sit needs to start, giving me no time for a meet and greet. I've taken to denying these requests and was wondering if other sitters are experiencing this?
This is very common and I think Rover should make it mandatory to fill out the pet profile since having to refuse requests that are not suitable does affect our ranking in the search.
This happens all the time to every sitter. Your role should be to ask the potential client to complete their dog(s) profiles. Many clients add multiple dogs to one dog profile and they should fix this. An easy explanation is to tell the client that this is needed to cover all the pups with the Rover Insurance, and also insures your booking request is calculated correctly if you up charge for multiple dogs
I agree with Walt. The profiles are important for you, as a sitter, to make sure you have updated information, know if the dogs are good with other animals, etc. Many pet parents go onto Rover to browse for a sitter, without taking the time to create the full profile before sending requests.
If I'm able to schedule a M&G prior, I typically say something like: "Great, I'll see you then! In the meantime, please complete your pup's Rover profile so that I can look it over before we meet. That way, I can ask the right questions and make sure that I can have easy access to their care instructions during the stay!"
If I can't meet prior, I have very strict guidelines about what kind of dogs I will allow into my home. Generally, they have to be referred by an existing client or they must consent to a veterinary reference check. If neither is an option, they must make time to come to my house so that I can see their dog's temperament before booking. It generally goes something like "The meet and greets are really invaluable, as they help a dog acclimate faster with less stress. I understand that time might not allow for one on such quick notice. In lieu of that, can you please take a minute to fill out your pup's profile on Rover so that I can make sure it's going to be a good fit? I also require a vet reference for new clients that can't do a meet and greet, so please make sure their contact information is filled out. I just need confirmation that your pup is UTD on all shots, etc!".
I have found that customers new to rover don't know how to navigate the system. When I get a request from someone new to rover I contact them immediately and explain they must fill out (each) dog(s) profile/information. If they say they don't know how to do it, or even say ok, I tell them that if they need help with the system to contact customer support and give them the ph#. The rover system can be intimidating. I've been on the customer side.
I walk my clients through the add dog process - why bother Support when you know how to do it?
I don't use the app or know what the customer is seeing even on the computer...not techy and the same with some of my customers. They tell me if they can do it or need help.
i get this often, but I just check over the profile and make sure I ask the questions related to me, Sometimes a dog is housebroken but they dont list that, etc. Or they don't check that I have a cat. I do think its unfair that declining last minute requests goes againt our ranking, don't know what to tell you about that
It happens all of the time. I found that its easier for me if they also fill out a paper form that I create that has everything that I require from my clients. It's especially useful for me in the event of an emergency and I can't access the app.
One strategy to avoid last minute requests - always mark your calendar as unavailable for the next few days or so. I am new to Rover and just had a last minute booking with no M&G. I interviewed extensively on phone, felt comfortable and took the dog. All went well, and I have a great client now!