... 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?

Yes, better kick them out to the streets for the time being.

Sorry but I can completely see it from their point of view. You have to earn people’s trust and you stretched it a bit on the first night.

How many more times - it is not 10 minutes' work! Most of these assignments are at least half an hour. On this particular occasion, for the umpteenth time, I was there for 10 minutes as I had a prior engagement immediately afterwards. This did not detract from the care the animals received in any way at all. They even had their bloody huge, heavy dustbin dragged out onto the road for collection this morning.

Your responses are so aggressive 😳

It doesn't matter that you normally stay longer - they are paying you good money to

£9.50 per visit is not "good money". Depending on how much petrol you have to use to get there and how much hassle it is, it's hardly worth it at all unless you have many clients in the vicinity.

Posted too soon.

It doesn't matter that you normally stay longer - they don't care about the fact that you had yoga. If you can't do the job properly because you have prior commitments, then you shouldn't accept it in the first place.

Tonight, I shall take my laptop. I will go in, sort the litter tray, wash the bowls, put out food and water, try and bribe them with treats to come out for a photo opportunity (which one will not do, ever)

And if they don't, they don't, but at least the client knows you've tried

Perhaps I should just charge them four quid for that one evening, do you think?

Who said anything about charging £4?

I have no aversion to taking photos of pets and sending them on. I have no aversion to keeping in touch with owners. I do it all the time. What I do not like is the tone of the messages, which you have not read, as I have not shared them. They were officious sounding and very very different from every other client, and hassling in the extreme.

So don't book them again. But you asked people for their opinions and you've been hugely defensive and snippy with everyone who's disagreed with you!

I suppose prices are area dependent, but around here, half-hour visits here are £8 or less, and if you left after 10 minutes to go to yoga, you can bet good money you'd be lambasted on social media lol.

Where's around here?

Just a thought and sorry if it has been suggested before as l have only skimmed the thread but could they be watching you on the webcam now that they know what times you will be feeding the cats?

You’re being obtuse. Yes it might have been just ON THIS ONE occasion that you were with the cats for only 5-10 minutes but the owners don’t know that. They are not monitoring you on other jobs. They were happy with you last time but weren’t filming you so had no idea how long you were there for.

On this one occasion you let them know you were there at 5:45pm and in a yoga class at 6pm so didn’t have time to update them until after 7pm. You essentially told them it was a very quick visit and you didn’t have time to send them a text you’ve been in because if your class. Wouldn’t be unreasonable of them to wonder if you even saw the cats, or were they hiding and you didn’t have time to wait and see if they came out or check around the house. Perfectly reasonable to want to know you laid eyes on the cats for more than a fleeting second, and a photo proves that.

I've actually just been to see them (and taken pictures and videos)! There's one cam, pointed towards the food bowls. No lights on. The cats were fine. One came for treats - photo opportunity - the other hid under the bed.

If they want that degree of control and long distance supervision, they need to pay more and employ a full time live-in pet sitter.

Of course next time they try to book your services, you regret that you're fully booked for those dates.

They got the photos. After yoga.

Yes indeed. Many responses have accused me of being defensive or stroppy. Of course I'm going to counter unfounded accusations, clarify that these aren't dogs, that they are being cared for, whatever.

I stayed 20 minutes this time and the cats didn't want to know. The owners told me they were like this.

Can I ask why you bothered posting on here, if you’re not interested in hearing other peoples opinions on the matter?

You are so defensive and are coming across quite rude. I wouldn’t be surprised if the owners have picked up on this and feel like they’re paying you for a sub-standard service.

And maybe some of your other customers feel a similar way but they’re afraid to say anything. I can see you aren’t the most open to feedback! 🙈

Thanks for that. You know zero about my customers, but thanks anyway.

That’s great but didn’t the clients say they’d like you to see them at 6pm during the week, after you asked them what time you should visit?

As for your reply to my last post, you’re still missing the point. After making them wait for, and have to chase you for, an update after they knew you were visiting about 5:45pm, you implicitly told them you weren’t in their house long at all. These things may have added up to make them doubt how reliable and attentive you are.

@Quweenie do you have a cat?

Whether or not, would you say that taking out bins, taking in parcels, washing out bowls and supplying sufficient (and extra) food and water, ensuring the litter tray is clean, trying to catch cats that don't want to be caught for photos and leaving everything tidy is substandard? I was told they wouldn't want affection. Apart from messaging later, I'm not sure what else I could do, really.

@Stormer Extra visit. I'm so bloody paranoid now.

She has passed away now. ☹️

But your reply proves my point even more. Why have you bothered to ask other peoples views? You seem highly strung and unlikely to take on any feedback. So just move on.

@ImJustMadAboutSaffron - north west England.

OP it's so weird they insist on videos and photos every visit

I agree yanbu
And you shouldn't take a booking from them again as this reaaalllly Isn't worth the stress it's causing you

I have never asked cat sitter to send a photo nor a text when they've been, I won't dictate time either, they pop in once in the morning and once evening. My cats would hide the first few days to sulk (& eat later). You are right, you either trust the cat sitter or you don't then why book them?
Every now and then you'll get an awkward or demanding customer, it's your business choice whether you accept them as customers again. I wouldn't and I would be busy or fully booked each time they enquire in the future. Ignore the nitpicky PPs on here. £9.50 for a 6 mile round trip is perfectly reasonable and some people would charge £30 per day for two visits

I wouldnt change your practice due to a demanding customer. Your other customers aren't like this and won't like the officiousness of a list of what you do or don't do..., (but maybe put in your website, occasional photo or video may be sent if cats seems happy with that...)

Sums up what I was thinking too. Just send the photos right away at the time they ask.

One more visit between 12-1 and they're back! They've been ok this week. Cats that is. Owner too. I dealt with the more reasonable half of the outfit who was pleasant. The other party was the one sending demanding messages. Including panicking if the bowls were empty when I arrived (they're starving) and panicking if there was any food left in the bowls (off their food! Get them to a vet!)

Two more clients over the weekend and into next week and two totally different experiences even with one needing steroids and an asthma inhaler!

They are bonkers! You can't always guarantee a cat will be sat waiting when you arrive. Op shouldnt have to go hunting around to find the cat and get a video of it eating. Its enough to leave food and know they are eating because the food is going!!

My cats sit in some really weird places. All I expect of the lady who goes in when we're away is a text every couple of days saying all well, or a specific message I'd theres something up eg a cat not eating/drinking or can't find one of them or whatever.

I think theyre being a bit precious but wonder if this is because you haven't been consistent about times going and when/what updates you send? If they're away, checking their phone all the time would be a bit annoying.

Tbh its not a big job to take a very short video and photo. I personally would do it in your shoes for my own protection - evidence the animals were well when you were there and left. I would probably send a text saying I'd just arrived then send a short video and photo just as I left the property so I had evidenced that they're well and also when I left the house. That way if any animal became unwell I would be able to prove not only that I had been there but also that they were OK when I was.

I also think it adds a nice personal touch/bit of customer service. Makes you look organised, like you are attentive to them as owners etc