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What to do with a super late and flakey owner?

Stephanie R.'s profile image

We have this dog owner that has booked with us three times now. We LOVE her dogs, but she's very hard to talk to... We have pick up her dogs at her house (she refuses to book this through the app and always pays in cash), she changes things last minute all the time and won't update it in the app (even after consistently asking her to), and now she keeps pushing back the drop off time for the dogs... It's almost 11 PM and originally she was supposed to be home in the early evening. Any suggestions for dealing with her?

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Karen R.'s profile image

Just tell her your hours of operation. Period. You will only pickup and deliver her dogs at established times within your hours of operation. If she hasn't gotten home by your cutoff, then the dogs stay an extra night and you send her an "extend the stay" billing that she has to pay.

BTW, taking cash for anything other than a tip from a Rover customer strictly prohibited and could result in your being suspended from the platform. Emphasize that to the customer.

Tell her you are sorry but this is a business and you need to run it as such.

Good luck!

Comments

Remember, there are many sitters who set an early evening time as a cutoff. If the dogs were at a boarding facility, they have very strict hours as well. Just because you are home doesn't mean that you are open 24/7.

Karen R.'s profile image Karen R.

Thank you so so much for all of this info! These are great tips that I'm definitely going to implement in future stays!

Stephanie R.'s profile image Stephanie R.
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