... 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?

I think some nice pictures of the cats bum are in order, after each visit.

Firstly, you told them you were visiting at 5:45, but then didn't update them. They are not mind-readers. How are they supposed to know the visit happened, or if something had happened to you? They waited over an hour before enquiring. That doesn't sound unreasonable to me.

Secondly, after learning you don't update the clients right after the visit, they were sensible to ask you what time you will update them by, so they will know not to worry when they haven't heard from you.

Lastly, you asked them if there was a specific time they wanted you to call! Why did you ask that if you were willing to work with it?

These are their beloved pets. They're too far away to help them if something goes wrong, so naturally they will be anxious. They're trusting you with them, but instead of reassuring them that everything is alright, you are leaving them waiting. I couldn't relax with that kind of treatment.

The 9.30 evening visit was on the same day that they went away, and the animals had been fed by them earlier in the day. They messaged me to say they had left, mid-morning. They did not ask me to go at a specific time. I used my judgement, over years of this and owning animals myself, to know that they would be fine and to just check them. On that occasion I do think it was over the top.

Many animals I care for have specific medical requirements, medication at certain times etc and this is always catered for. This has made me think, and I am going to discuss expectations at the start of every visit with every client, even those I know well. As I said, I don't normally have this reaction, which is why I have been rattled.

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.

An hour is a very long time to wait if you’re anxiously expecting an update about your pet at a certain time though. They might have spent that hour worrying that you’d forgotten or that something terrible had happened. It sounds silly but when you trust someone new with your beloved pets it can really be quite nerve wracking.

Well, they booked me for a fortnight earlier in the year, and gave me an excellent review. So they do know me and they reported how well and happy the animals were when they got home.

They weren't actually expecting an update at a specific time. Rather, I said I would visit at a specific time. They never specifically asked for an immediate message. I've learned my lesson now, though.

They are obviously very anxious clients. And unique, amongst all my regulars - and newbies.

They don't sound particularly anxious to me. They have shy, anxious cats, so of course they're going to be concerned about their welfare. I think it's more your lack of consistency that has made them nervous this time around.

Who the actual f needs photo’s of their pets for a week whilst they are away. 2 cats and a dog here and I would actively ask you to stop if you send me pics whilst I was on holiday. Love them and choose pet sitter I trust, beyond that no interest in receiving messages or bloomin photo’s. How on earth did people cope in the not too distant past when mobiles did not exist and thus no photo’s or messages would have been received for the whole holiday. Absolutely ridiculous.

These are their beloved pets. They're too far away to help them if something goes wrong, so naturally they will be anxious.

I've owned cats for forty years, and had people come in to feed and care for them regularly and for significant periods of time. It has never one occurred to me that I should be informed/sent photos immediately after each visit. I have never expected to hear anything while in away, unless there's a problem.

Why anyone works as a pet sitter I'll never know. It sounds painful. Not to mention that people have cameras set to watch them.

An hour is a very long time to wait if you’re anxiously expecting an update about your pet at a certain time though. They might have spent that hour worrying that you’d forgotten or that something terrible had happened. It sounds silly but when you trust someone new with your beloved pets it can really be quite nerve wracking.

Sorry but that's bonkers. People send their kids to day care and child minders without this level of paranoia.

Thank you everyone for all your comments, it has certainly given me cat food for thought on how I run my approach with clients in future.

I use a regular dog sitter, she usually sends me a message and picture of the dog when she arrives at the house. Ive never asked for these, I assume she decided that since im paying her and its her job, and im putting trust for her to let herself into my home and feed my dog etc at certain times so he sticks to his routine then she does this for my peace of mind and to build trust.
She sends me videos on every walk, and pictures every morning and night.
Ive never asked for these but im very grateful for them and wouldnt go to anywhere else but her.

Like a PP, I've had cats for years, currently have three, and my neighbours feed them when I'm away. I leave basic notes about who has which sort of food and how much, and let them get on with it. I know they'll contact me if there's a problem, I really don't need photos - I know what they look like!

An hour is a very long time to wait if you’re anxiously expecting an update about your pet at a certain time though. They might have spent that hour worrying that you’d forgotten or that something terrible had happened. It sounds silly but when you trust someone new with your beloved pets it can really be quite nerve wracking.

Sorry but that's bonkers. People send their kids to day care and child minders without this level of paranoia.

I wouldn't forget. I have alerts set for everything and a duplicate schedule available in my car as well as on my phone. And as I said earlier, they have trusted me for two weeks beforehand with a good review given (though I did feel unsettled that time). If something terrible had happened, they would know about it - I wouldn't just not call them. They signed a disclaimer to allow me to call in the vet in the event that they needed treatment.

They will behave differently with me, because they are anxious and shy anyway. They were rescues. One is far worse than the other, but they are eating, drinking, using the tray, playing with toys, have the run of the house and can be seen on the webcam - so they can see the food is there.

But if you had been sent photos and updated soon after the visit, and then it stopped happening that way, would you not wonder why the change?

You should have reiterated how you work rather than asking when what they wanted.

If you were working for me and asked what time I wanted updates I would assume you were happy with that and tell you.

Or next time tell them how you will be working and leave it to them to book you (or not).

I think it's the OP's lack of consistency and unclear expectations that is the problem.

I get the not feeling trusted thing. I had this with one woman who was on a touring holiday up in the Highlands and Islands. We were in touch, pictures etc sent but because her webcam didn't pick me up on a couple of morning visits no doubt a connection issue as she was in the back of beyond, she came home early!! I had looked after her pets several times before and I absolutely did every single visit as requested. I was devastated that she could possibly think that I wasn't as good as my word. Some bookings just aren't worth it op.

Yeah so again you left a huge gap from the visit and confirming you had been. It would take two seconds to let them know you’d been and all was well. They don’t care that you went to yoga, they are paying you to look after their pets.

Well, I don't stick to regular times with anyone else. Everyone else is happy to get an update at a reasonable time each day - not after 10pm or stupid o'clock, but at some point - and with an expectation that if there is a problem, I will tell them. I have many regulars and this is how they all operate. So do some of the newbies.

I think with these two, I jumped in to overcompensate as the attitude in the messages triggered a feeling of being rubbish. I know I am not, just ask my own cats as well as all the rabbits, cats and small mammals I look after. And chickens.

Exactly this.
Decent little money spinner - offer your clients standard or premium service, let them pick and bill them accordingly.

And those pets are being very well looked after, thank you.

In that case, they should have clearly stated they wanted an update immediately after a visit. They did not do this. I therefore operated in the way I have with all other clients - and with them throughout their first 2-week booking earlier this year.

When I have a pet sitter in, I don't care what time they contact me, just so long as they do. It doesn't matter that they don't take pictures and text the minute they are out of the door.

All my clients get pictures at some stage, but not as proof of me being there, more of a cute "look what Fluffy did" sort of thing. They don't demand immediate messaging and a picture every time as proof I have been there. If they cannot trust me, they should not have booked me.

In fact, I could take several pictures on the same day and drip feed them, for all they know. I don't, by the way but I could. Which makes a nonsense of the pictures as proof of visiting.

Thank you for this, I am definitely going to do this, and review my terms. I am being paid £9.50 for each visit, by the way.

It is not my main job, it is a side hustle, but run as professionally as it would otherwise be.

What this person says. I don't read their messages as them not trusting you. They just sound like people who are quite... precise and maybe a bit anxious. They like the updates and waiting makes them anxious. Id be totally honest with them ie "hi sorry for misunderstanding Im not going to be able to go at exact time everyday. When I go ill message with x time. You can be assured I'm checking and caring for animals and if get in touch ASAP if there wree any probs. I'm sure I don't have to tell you the animals are quite shy / hard ti video I wouldn't want to stress them more trying to do this" let their response guide what you do in future but if you don't want to work with them b/c they're too precise again I'd just tell them "sorry I didn't feel I was able to meet your expectations" don't say full, in case you get caught out on this one.

You do sound like you’re taking it personally, OP, and I’m sure you don’t need to! It’s no good getting all ‘they shouldn’t book me if they don’t trust me’ - it’s not a judgment on you, and you can’t expect everyone to act how you’d act. Some people have different thresholds for trust and anxiety and whatever.

You definitely don’t need to agree to send pictures straight away if that doesn’t work for how you operate. You can just reply to then to say “Absolutely, will visit between 6-7 but I update all clients between 8.30-9pm’ (or whatever) And then do as others have suggested next time - reiterate expectations and procedures, agree an extra charge if it’s an extra hassle.

Thank you for all your good ideas.

They've used you once before. I really think you're expecting a degree of trust that isn't there. As others have said it's you not being clear and managing their expectations that is making them ask more questions!

I look after a neighbours cat occasionally. We are friendly, she looks after mine. But hers has health issues and is like her baby. If I don't texts he messages me apologising but just wanting to check I've remembered. I started giving her daily updates. I don't see it as her not trusting me, but just her wanting reassurance about her pet. She also has cameras