Time management issues with clients? [closed]

I posted on my profile that people who are late but won't let me know, will be charged $10 for each hour. EVERYONE lets me know where they are and how late they're going to be. It was getting really ridiculous when a person would say they want to pick up their pets at 2PM but would show at 7PM, and would just keep telling me they're on the way (even though they live 45 mins away).

This may not work as well for you, with the inclement weather in Vermont (brrrr), but it works well for me most of the time.

I include the times in the arrival & departure times in writing along with the booking and ask pet parents to text me if there are any changes. Most of the people whose pets care for actually text me when they're about to get into their vehicle or are on the way. If their flight changes, it's common to get text messages from the airport and giving me the option of an earlier or later time. If it's some other reason, again they always ask if I can make a revised time change work. If they are more than 15 minutes late, I text them (the tone is of concern- are you okay, do you need to change the time?)

I always meet pet parents outside and away from the home. There are many reasons. #1. They can see I'm not just idly (ha) sitting (ha ha) around home, waiting for them (which may mistakenly give people the impression that time doesn't matter). #2 It allows the dog to start & end any visit with a short walk, to clear out their GI tract OUTSIDE. #3 It helps preserve neighborhood peace, by limiting barking, with dogs expressing excitement that their canine friend&parents just arrived/left.

Walt, I have 100% success in client management (but keep in mind I've only had about a dozen meetings) :) Here's what I do: 1. Client from the beginning needs to understand your business time is precious. For MnG's, don't ask them what day they would like, give them specific dates/times you are available and ask them to choose. For example, "I can do Thurs or Fri 3pm or Sunday 2pm. what works best for you?" You've conveyed: you've got a schedule, AND showing up whenever is not acceptable.

1. Have a late pick-up fee It should be in your profile, and conveyed in your initial communication. Ask for DO/PU times, then say "please refer to my profile info for my policies and rate structure re late pickups. Rover doesn't accurately capture this, and depending on drop off time may not even be applicable to you. If you have any questions let me know". You've conveyed: Late pickups can be accommodated but there is a cost for it.

2. At the MnG confirm the DO/PI times they mention, explain more clearly the terms for late p/u, then modify the booking then and there to add the charge (if needed). You've conveyed: boarding is not just about the service but about your TIME. It's not an 'all you can get for $x.

I NEVER tell them to text me if they're late. I have no penalties for showing up late to MnG's or dropoffs. They're expected to be on time...end of story. If your expectations are lower, they will tend to meet those.

Other than peeing and pooping in the house the next largest complaint we hear from boarding sitters are clients who are routinely late with drop-offs and pickups. In lots of the facebook groups, the majority of sitters complain all the time about the same issue. Lots offer suggestions, but I have yet to see anyone be 100% successful with client management, its just a fact of the business. That’s why I stick to walks and drop-ins, fewer issues with those services. Hope things improve.