What's your script for...?

asked 2015-09-26 14:24:59 -0500

There's been quite a bit of discussion lately around Pick Up/Drop Off times, and clients who disrespect our time and their previously stated arrival time.

I'm going to start sending my new clients a Welcome Letter before they drop off for their first stay. It'll cover some tips and unofficial policies to ensure they (and I!) have a pleasant experience. Would anyone be willing to share their script for communicating the need for punctuality when Dropping Off/Picking Up? I'm thinking something along these lines:

A text when you're on your way to Drop-Off/Pick-Up is greatly appreciated! I love offering extremely flexible hours for my clients, and am happy to schedule my other appointments around your needs. Please respect the time I have scheduled for you, and be as prompt as possible. If you're running behind of or ahead of schedule, just let me know!

Just a rough draft...other ideas and critique appreciated!

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3 Answers

answered 2015-09-27 10:41:23 -0500

Great topic Leighann. I don't have an answer but I would love to see how others handle this situation. I always ask for drop off and pick up time and I have not had a problem yet. I have had people pick up their dogs later than stated but they always inform me that they are running late. I feel people think that we are home all day watching their dog 24 hours a day so it does not matter what time they pick up their dog. For example, a dog was dropped off for daycare and the owner was going to leave without telling me a pick up time. I asked her what time she was picking up her dog and she said, "late afternoon" well what does that mean? I told her she needed to be more specific because I have to plan my day accordingly. Then she gave me a specific time.

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answered 2015-09-26 23:25:53 -0500

Though I know this is an issue for many sitters, I have yet to experience a late pickup that was not due to a completely legitimate reason.

Because I work full time outside my home, as well as having many other commitments in the community, I need to work out very specific times with clients up front. For example, I may say, "I'll get home from work tomorrow at 3:30 but will need to leave again by 5:00, and will not return from that outing until 8:00. When will it work best for you to pick up Boomer?" People have been very respectful of my time.

Then again, maybe I'm just lucky.

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answered 2015-09-27 06:32:55 -0500

I really like how you've put it. It's direct and clear without being confrontational. Like Carmen, I haven't had anyone take advantage of my flexibility yet--the occasions someone has been late it was out of their control or at the very least they gave me advanced warning, an apology, and a new ETA. I think being clear about your expectations up front will save a lot of hassle down the road. When I set up pick up/drop off times I let the owner know if there is anything in my schedule which restricts when I'm available right up front, and I won't schedule a pick up or drop off within 30-60 mins of another obligation to allow a little wiggle room for someone running late.

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