... 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 it's weird they ask for photos, when they have a webcam. Even more so asking for eating pictures for anxious cats.

When I occasionally cat sit, if they've been concerned about them eating whilst away, I would say how much of the food was left, as a bench mark for how much they were off their food, not try and take pics!

I just send a quick text when I arrive "got here just now and kitty was in the hall waiting for me, wanting a stroke . Has eaten all his wet food but left the dry." Then will take a photo or two and send them later on when I get home.

My cats would never even come out of hiding for the first few years , they ate when the sitter went to bed!

I always ask for photos of mine where possible, because I miss them, not proof of visiting. If they send me a picture of the cats on the sitters knee, shows me they trust them and are comfortable, puts me at ease.

“Bearing in mind I have a life” but these people are paying you. If you were smart about it, you’d agree times and frequencies before accepting the booking. It’s a bit late after they’ve gone away to them ask “what times would you like me to go?” as this opens the door for them to do as they did, and give you a detailed list of times and requirements.

And if you’re dependent on public transport then maybe a job going to other peoples homes in the evenings and over the weekends is not ideal?

I wouldn’t book with you if you think a photo and being asked to feed my pet at a certain time is too much hassle when I’m paying you. If you were doing this as a favor for a neighbor or friend, fair enough. But twenty-minute stints of chucking some food in front of them is hardly “dog sitting”. It’s “dog feeding” at most. Have the dogs had any stimulation while the owners have been gone?

How long do you spend at each visit? My cat feeder comes in for 40 mins, feeds the cats, plays with them, fusses them, grooms them and sorts out their litter. I get an update on each visit, with photos, which is sent straight afterwards. My cats are also very shy rescues, and used to spend the visits hiding under the bed, now they know the feeder they are much more confident and come out for fuss every time.

I think you should state very clearly that you didn’t promise a photo update every single time. You will take a photo if they are about, and send an update after every visit via text. Let them know that you are very aware that these pets are anxious and that you don’t want to exacerbate this for them, but they are very welcome to check their videocam footage when you are inside the house as well. I would also state that you hadn’t agreed to specific times prior to their departure and you will do your best, but still have appointments to attend to other than their pets as well.

You asked if there was a specific time they wanted you to visit.
They gave you a specific time.
How can they be unreasonable?

If you wanted them to give you a general time, you should have said that, not "specific". Or did you mean "give me a specific time you want me to visit, as long as its the same time I was already planning to be there".

I too think YABU. You just need to communicate it better to them. I don't even have pets myself! but when I cat sit for 2 different friends, unpaid I send a photo immediately as I am there.

Its your business OP. If you feel its too much, you could try telling them this. Or, you're free just to drop them as future clients. I think its fine either way. Thats the advantage of being self employed.

It's your business OP. You can choose to not take them on fir any reason.

That being said I don't think they are being unreasonable. As you said the animals are shy, so maybe even with the webcam they are not able to catch sight of the animals as much as they'd like. It is also always much more reassuring to hear from someone who has been there physically. And personally I would also want to narrow down the time of your visit, otherwise I'd be wondering the whole day if you've been there or not.

I think you are both at fault.

The client should've set out these expectations up front and perhaps are better suited with a live in pet sitter. I know I am for my girls.

And you should've said upfront what you will do and emphasized that you are happy to provide photos / videos but they may not be immediately after a visit.

I understand why they want to know when you've been, you hear too many horror stories of pets being forgotten to be fed.

It seems like the expectations of this particular client doesn't meet with the way you run your business, and that's fine. It doesn't really matter if they're being unreasonable or you are (tbh they are but..)

I'd be too busy to take them on again if you don't feel comfortable with how they seem to be checking up on you.

FWIW - for those not grasping the difficulty here, its easy to update that you've been and put down food for some cats and all seems well. It is not necessarily easy to get pleasing photos or videos of said cats particularly if they are 'runny' cats who disappear the moment you move! Sending blurry pics of a pissed off or scared cat disappearing out of shot does not reassure owners one bit!

Given the owners have a pet cam pointed at food bowls they are being a bit unnecessary, they can see when the bowl is filled, they can see their pets eating!

Anyway - to avoid this happening in future..

Set out on your website what visits do and do not entail. What people can pay extra for, what comes included etc etc.

I would charge extra for visits within a tight timeframe - so standard charge for 'two visits per day x hours between visits' and extra charge for 'visits between 9am/10am and 6pm/7pm' for example..

Standard updates - text update before 9pm each day.
Upgrade - photo/video WHERE PET WILLING AT TIME OF VISIT.

Then you're not pissing about chasing a terrified cat round someones house to get a bloody video of it, and if you do have to be there at a particular hour, you're being paid for that.

They sound very demanding. I've never used a pet sitter, only family/friends, but I trust them to feed my pets and would also trust a pet sitter. I wouldn't expect any photos, or updates unless something was wrong.

If you don’t see the cats every day how do you know they are ok? I don’t think a picture is much because you should see them each visit, but the specific times would bug me. I would have told them I will send by 8pm, not let them set the times.

I think it’s because you said they were fine but you had not been yet. I am guessing they have a door cam so knew this.

Why are you debating this online? Its your business. Work for them
or don't 🤷‍♀️

Wow, so it’s not like they are going to run off and disappear is it? I wouldn’t work for them again or I’d change my t&cs to include what I will and so t do.

So you must have been there for about 2 minutes then.

I've had paid cat sitters and neighbours checking on her for me as a favour - photos & updates are lovely, but I don't expect them all the time!
Also occasionally cat sit for neighbours - usually a few "they're OK" messages or photos at the beginning (or if they do anything amusing) - but every day at specific times is OTT.
They're paying you, but it's clearly not your full time job - I'd say no in future, and be honest with them that the demands of timed messages, photos etc makes you feel uncomfortable and that they don't trust you - they'd be better off finding someone else.

the two cats I sit for, one is ever present, usually clinging to my shoulders while I'm there, but the other one can hide for hours🙀

I understand the issue with trying to get videos of a shy cat eating, etc. but I have never had a pet sitter who doesn't visit at set times, e.g. within an agreed 1 hour timeframe and spend about 15-20 minutes per visit with my cat?

What happens if a pet needs medication at a set time, or do you specifically not take those bookings?

I guess if your terms & conditions & price point (which tbf is quite cheap) are clear that this isn't possible then that's fine, but it's just different to my experience of various pet sitters in 3 different countries.

I’ve used pet sitters many times and think it’s ridiculous to expect constant photos every day. I got a cute pic every few days with one and nearly none with others. I trusted all of them.

They need to get a grip.

It's not your problem that they can't relax without checking WhatsApp every two minutes.

Ok it's only a matter of seconds to take a photo and send it but why does it have to be sent at pre arranged times? They sound absolutely nuts.

In future I would say to clients that you will always take a photo and write a rundown of what you did, and how the pets were during the visit, but it would be sent around X time each day when you do admin. It's on your terms but manages their expectations.

Honestly you'd think you were babysitting not pet sitting. They have a webcam and someone going in daily, they need to chill the fuck out and enjoy their holiday.

We have a very spoiled dog.
Next week she is going to a sitter for 4 days.
Its never occurred to me that they should contact us while we’re away.
I picked the sitter because I trust them.
And frankly I’m looking forward to a break without the dog.

I think they sound batshit. ( well very intense). Unless you need the work you can decline their booking.
It’s your business after all.

Bit on the fence with this. We leave our dog with a boarder and as part of the process, she asked what we'd like in terms of contact, photos etc. so that we were both on the same page. When she didn't send photos, we asked her. Our dog is part of the family and we missed her. It really wasn't that we were checking up or that we didn't trust the boarder, we just wanted to see our dog. When we weren't hearing from the boarder as expected, then our minds went in to overdrive and that's when you start questioning why you haven't heard.

As for requesting visits at set times, you have a life and a business so it's unreasonable to be that prescriptive unless they want to pay for that level of service. You should say that you'll visit in a certain time window but can't guarantee exactly when. A quick WhatsApp when you're there or as you leave to let them know they're ok is all they'll need. If you can't do that then let them know so they don't expect it.

It's annoying they're making demands but perhaps silence just makes them nervous when they know you should have been and haven't heard. Going forward, communication to set expectations at the outset, explain you don't do photos every visit and that you update in the evening when you're home and stick with what's agreed. If they don't like what's proposed at the point of booking they don't need to go ahead.

This is the way to go like. Tell them if they want videos of shy animals eating, then that takes a fair bit more of your time. So therefore it'll cost insert ridiculous amount like builders do when they don't want the job from now on.

Job done.