... to not take bookings from this client in future?

[ImJustMadAboutSaffron]

I posted this yesterday but it wasn't read:

I have a small pet sitting business and normally send photographs of the animals to the owners - not every single visit, but several during the course of the pet sitting assignment, but I do message them every day to let them know everything is fine. This always works well. Most don't expect photos or videos and are grateful to see them when they do get them.

One customer has gone away today, fed the animals before they left, and I have been round this evening. It was around 9.30 as I had an evening meeting and had to travel on public transport which is only every half hour after 7pm, and then pick up my car. I'd already had a message asking if everything was OK and replied that yes it was, but I hadn't taken photographs this evening.

I received a message back asking for photographs tomorrow. I've looked after these animals before, and was asked for photos of each of them, possibly if they were eating. When I sent this I was asked for videos. It's very time-consuming and these are shy animals that hide, and I'm going to scare them hunting them down for photo opportunities like paparazzi.

They also have a webcam targeted on the areas the animals go, so they can see they are safe, happy, eating etc, that the food has gone.

Do you think it is anxiety over the pets, or is it that they can't actually believe I've been to feed them if I don't send pictures every single time? I feel unnerved to have it demanded of me. What do you think?

Update today:

I said that I would see them around 5.45. At 7pm I received a text from one of the owners chasing up, asking if everything was OK, and if I had been. I replied when I saw it, about 20 minutes later, that yes it was, and I hadn't replied immediately because I was at a yoga class. I took photographs and sent them on and told them I had also taken the dustbin out for them, and that the animals were fine, eating well and happy.

They come back, asking me to agree on when they can expect to receive an update for the rest of the week, as they would prefer knowing exactly when to check WhatsApp rather than constantly checking.

I asked them if there is a specific time they want me to call (bearing in mind I have a life!)

I received this:

Could you please visit them at 6? On Saturday, could you please come between 12-1 pm? In both cases, can you please send an update and pics straightaway? Thank you. Have a nice evening.

I've decided that I will no longer accept bookings from them. As I will see at least one of the couple professionally, though, my plan is to be on holiday/fully booked up in future - also bearing in mind the possibility of negative reviews.

I feel policed, not trusted, and very anxious. This is not how it should be! I don't have this with other clients, and I'm not having it with these, either.

Am I unreasonable or are they?

They are demanding clients that expect a very premium service.

I would just quote them double the rate next time. If they don't take it, no skin off your back...

It’s up to you if you don’t want to take on any further work from them.

But YABU to ask them what time they’d prefer communication from you and then moan when they tell you their preferred times.

Is this a thing - sending videos and pictures and updates? 😐

I'd say I'm quite an anxious parrot mother (only the best for my little princelings), but whenever I've gone away on holiday or whatevs, I think there's been initial contact to let me know they're settling in okay and then radio silence until I get back. Being on holiday is my time to switch off from their constant fucking parrot demands and neediness and let someone else deal with them.

Are you in Scotland, OP?

Good grief. People really expect this stuff?A photo after every visit is a normal expectation?

Pet ownership has gone mad. It really has. And that's without the total overkill from this couple, when they already have a webcam. Bonkers.

So do they. So do all of my clients.

I am talking about pictures every day, sent immediately, hunting down scared animals to take said pictures, also videos, being chased for updates as if I am not actually visiting, not feeling trusted ... different thing entirely.

I think a lot of this is your own doing to be honest. You should have laid out when you will visit and when you would provide updates. Instead you asked them what they would prefer so now you’ve ended up working to their convenience rather than your own.

They asked you when they could expect updates and instead of choosing a time that suited you, you put the ball back in their court and asked when they wanted them! You can’t ask and then complain about it.

YANBU! You don't need clients like that!

Oh and I don’t think it’s unreasonable of them to chase you up when they hadn’t heard anything by 9.30! And be suspicious when you say you’ve been but didn’t take pics after not hearing from you. They might not be able to check the webcam where they are, they don’t really know you so are bound to be on edge when you go radio silent.

They do know me. This is the second booking I have taken from them. I looked after their animals for two weeks earlier this year and they gave me a glowing review. I also know the husband in a professional capacity. They can check the webcam. They haven't left the country.

They also chased me up at 7 when I said I would visit around 5.45. Which I did, but then went to yoga from 6-7.

Honestly, if you are running a business you need to be much thicker-skinned. At this point you should be saying no, you cannot do videos every visit and you cannot visit at specific times, that is not what your service consists of. It’s not just about not taking them on again, you shouldn’t feel you need to do what they ask now either.

I'm a pet sitter too and I can see both sides here.

I offer morning, lunchtime and evening visits and always stick to a time slot - I let clients it's a two hour window - and then I'll message and send photos while I'm at the job, so they know I've turned up when I've said I would, and so they don't have to worry about a lack of update.

So while I don't think it's unreasonable of them to request certain times at all, I would say that you can't always guarantee to get photos of the cats eating as you have to sort other things out while you're there as well.

Can't be much of a holiday if they're so busy checking up on you.

YANBU OP. It’s your business. Just decline in the future. Unfortunately you are fully booked aren’t you?

They also chased me up at 7 when I said I would visit around 5.45. Which I did, but then went to yoga from 6-7.
If you told them you were visiting at 5:45 they’d check for an update soon after that. Why not just send it immediately? You’re making more work for yourself putting it off until hours later.

I took on one job last year which I really shouldn't have. The client was a hoarder and rooms were inaccessible. I couldn't actually find the animal to give it medication, had to contact the vet. The client screamed at me on the doorstep that I couldn't cope, was untrustworthy and not up to the job.

The house was like those that Brennan and Richard or Kim and Aggie used to go to. I really should not have accepted the job, but it was a last minute call the day before she went away.

I'm a pet sitter and I always say to my clients that I can't guarantee what time I will get there as it depends on my route and sometimes I get last minute bookings therefore might have to change my route. I take photos but can't every visit as some cats hide, some move very fast so it's a blur. Mostly the owners are very grateful, but I get some who don't want to know or be disturbed. It isn't always a 2 minute job either! It takes me a minimum of 15 minutes just to change litter, wash out bowls, refill, open curtains, pick up post etc, have a cuddle if they are friendly. Some clients insist on playing with the laser toy or grooming them too. Most of my days are 15 hours long and trying to drag a cat out from under a bed to take a photo would not be included.

I see what you are saying in a way, but my normal routine is to contact clients at some point, and everyone else is relaxed about that, so long as they are contacted. Not necessarily immediately, but not at midnight either. Most of them are regulars, know me well, know that I know the rabbits, cats or whatever, and there is an element of trust. I wouldn't be doing this job if I couldn't trust myself.

I get where you're coming from they do sound demanding.

However I'm leaving my cat for the first time when I go away on hol in Jan. The thought of leaving her it sickens me (I know sound dramatic but if you knew her you'd see why.) She is very timid and I don't want her to feel abandoned.

I'm putting her in a cattery because I don't trust my family/DPs not to leave door open accidentally that's how much of a weirdo I am. I know I will be like this. To me she is my child.

Just try to see it from their POV. And ye don't rebook xxxx

Hmm I am on the fence too. I have a dog though so it’s a bit different as he can’t be left for long stretches, unlike my old cat who could be left alone for days with a couple of drop-ins.

When we book a visit from a dogsitter I do book it for a specific time and I tend to check my phone around the time of the visit to make sure they haven’t tried to call me, just in case there have problems getting in or something. Usually the dogsitter will text me to say ‘just arrived, all fine!’ or words to that effect when they get there, and then send another message and a couple of photos just before they leave. I think I’d be annoyed if there was radio silence and then the updated hours later after they’d been to yoga class.

Really though I think this is more about setting expectations at the start. They had an expectation that you were going to visit at a certain time and that there would be updates right away. If that isn’t how you operate (which is fair enough!) then I think you might need to be clearer at the outset about what clients can expect and when.

It’s totally up to you what clients you take on.

It’s probably that the two of you aren’t a good fit, rather than anyone being unreasonable

I would find that OTT and would find other clients instead.

@FirewomanSam I think I’d be annoyed if there was radio silence and then the updated hours later after they’d been to yoga class.

It was an hour. I would not have got to the class if I had done that. Maybe I am the unreasonable one! And a dog is very different to a cat.

I only have this client this week, but sometimes there are 4 or 5 and I am "doing rounds" and then I contact everyone when I have finished.

I think they are being demanding because you have lost their trust a bit so they are now trying to micromanage you. They are probably worried about their pets as if I had an evening appointment I would expect you well before 9:30 and then the next time you haven’t messaged over an hour after they expected you.

I think you’re well within your rights to not take a booking from them again if the demands are to much, but I’d be surprised if they booked you again.

I asked them if there is a specific time they want

I received this:

Could you please visit them at 6? On Saturday, could you please come between 12-1 pm? In both cases, can you please send an update and pics straightaway? Thank you. Have a nice evening.

YABU. You are a professional pet sitter. The times you go round should have been discussed when you agreed to do the job.

You say that you message the owners every day - it only takes seconds to add a picture to a message so I dont see why that is a problem