Pet Business

A Stranger Helped Me Complete This Blog Post. If You Want to Be Productive with Anything, Try This

Today I had on my to do list to write a blog post. 

BUT… I also needed to do a bunch of other things today like:

  • Write my morning pages 
  • Gather a lot of important data about my pet business books to a possible book foreign rights publisher (Woot, we’ll see! It was very tedious work, but I got all the data to him. Whew.)
  • Make a healthy breakfast and lunch 
  • Talk on the phone with a friend who is really struggling with some health issues
  • Show up on time and prepared for my business mastermind 
  • Respond to a lot of emails and phone calls 
  • Spend some time looking at pictures and a long article my husband sent me about treehouses (because we may want to build one this year so we’re doing research now). 
  • Take a sauna at the Air BnB I’m at because if I don’t get in the sauna before I leave my stay here, I’m going to really regret it! (The sauna was a big reason why I booked this spot.) 
  • Plus, a lot of other things.

You’re a business owner. You know the drill. 

Anyway, I really wanted to write this blog post before the day’s end. (Here I am writing the blog post, but I’m also writing about what’s helping me write it. It’s very meta, isn’t it?) 

Long story short: I didn’t want to write this blog post. I wanted to dive into that sauna (the sauna that is currently heating up and that will be my reward for writing this). But a sauna at the end of my blog post writing wasn’t enough to get me to actually write a blog post. 

<Brief pause in my writing right now to check to make sure the sauna is actually heating up. It is. Good. I’m back now.>

So, in comes one of my most powerful secret weapons for productivity. It’s my productivity sauce, people. 

You may have heard me mention what I’m about to share here in one my webinars or in a coaching session you’ve done with me. 

Or maybe you read about my productivity hack in my Facebook group for pet business owners, or in my Prosperous Pet Business podcast.

It’s one thing to read about it or hear about it. It’s another thing to actually do it. And today I did it. 

So what is this “it” I’m referring to? 

Focusmate.

It’s virtual co-working. For 25 or 50-minutes you meet with a stranger by video at a time you both signed up for. They tell you what they are going to work on. You tell them what you are going to work on. And then you do it. At the end you check in and share briefly what you did. 

Having that accountability: check in/take action/check out is POWERFUL. 

I created a Focusmate matching system for pet business owners – your own group for pet business owners. It doesn’t mean you’ll always get matched with a pet business owner but if a pet biz owner books a session time at the same time you do, if you’re part of the group, you’ll get matched!

So I recommend you stop reading about it and join it now. It’s free for up to 3 sessions a week. Unlimited is just a few dollars a month. You’ve got nothing to lose, except some things on your to do list. 

Find out more about Focusmate for Pet Business Owners.

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Podcast #98: How to Fix Many Pet Business Challenges

Stephanie is a rock star business owner who is based in Texas. She’s owned her business for a few years and, in many ways, has done a great job running it. However, due to the pandemic and other issues, she’s now got a lot of business challenges she’s dealing with and she’s at a loss for how to fix them. Stephanie is struggling to balance her team’s needs, her client needs and (last but definitely not least!) her own personal needs. On top of all of this, she’s working 60-80 hours a week and in spite of all those hours, she needs to make a lot more money!

In this rapid-fire coaching session that covers a lot of different business topics, you’ll hear me coach Stephanie through her business issues. At the end of the episode, I’ll share an update about how she’s doing now, a few weeks after this session was recorded.

If you are struggling with a lot of pet business challenges, or even just grappling with one or two issues, you won’t want to miss this episode!

Click to listen to How to Fix Many Pet Business Challenges.

In this episode you’ll learn

  • How and when to raise client rates
  • Scheduling issues which are impacting Stephanie and her staff – and issues that may be impacting you and your pet business
  • How to schedule back-up staff including back-up pet sitters and dog walkers
  • How to gently let go of problematic clients
  • Reassessing pet service hours that may be no longer working for you
  • When and how to charge a premium fee and a holiday fee

Apply what you’re learning on the podcast with online courses that help you start and grow your pet business.

Links mentioned in the podcast:

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Six-Figure Pet Business book: for dog trainers, pet groomers, doggy day care owners

6FigPetBus_coverEver since I published my book “Six-Figure Pet Sitting”, I’ve been asked by various dog trainers, dog and cat groomers, and doggie day care owners about when I would be writing a book for them to create six-figure success.

Ask and you shall receive!

I’ve recently completed my book that is especially for those who train dogs, groom pets, and run a doggie day care.

It’s called: Six-Figure Pet Business: Unleash the Potential in Your Dog Training, Pet Grooming, and Doggy Daycare Business.

I’m happy to say, it’s getting rave reviews from various dog training and pet grooming associations.

Here is one of the most recent reviews for Six-Figure Pet Business from Martin Deeley, Executive Director of International Association of Canine Professionals (IACP):

“As an ex-management lecturer and business consultant I can tell you Six-Figure Pet Business is a first class piece of advice/book for all wishing to start in the pet business.

What I enjoyed about Six-Figure Pet Business was it was simple to understand and broke down all the different barriers to starting and running your own pet business in a way that has you saying – “I can do that!”

It was written in a way that not only explained clearly what to do but also was also enjoyable to read and learn from. The important points at the end of each chapter assists in reinforcing what is read and really pinches home what needs to be done. Even though I have been in the pet business for many years there was so much in this book that got me thinking – ‘yup, I must start doing that’ or ‘I must start doing that again’.

For those wanting to start their own <dog training, dog grooming, doggy day care> business this is essential reading. For those already in business it is a reminder of what we should still be doing or should do, to build success.

I will definitely be recommending Six-Figure Pet Business to all wishing to start their own pet business and those already in it.”

If you are a dog trainer, dog and cat groomer, or doggie day care owner who would like to purchase Six-Figure Pet Business in eBook or printed format, you can find the book for sale on my newest website for those in the pet business industry.

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When Bad Reviews Happen to Good Pet Sitters

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I don’t know what the heck is going on lately but in the past few weeks I have received a massive amount of calls and emails from frustrated and despondent pet sitters who are ready to throw in the towel after getting a bad review of their business.

I get it.

No, really I do.

I’m not just saying that.

I, too, had the experience a few weeks ago. One of our one-time pet sitting clients wrote a horrible review about my company.

It was a client that had used my pet sitting company 6 months ago.

Here’s an inside peek into my brain after I saw that review:

Six months ago?
And you never called me to tell me you were unhappy?
Instead you write a horrible, scathing online review about us for all the world to see?
Six months later?! What the ???!

(Went the very negative chatter in my head.)

I paced around my office for a few minutes, scowling and muttering under my breath and then yelling AGGGGHHHHHHHHHH a few times. (My poor neighbors.)

What I got in touch with when I stopped pacing and yelling was that this experience was disheartening.

I got in touch with how I try to run the best possible pet sitting business and when I’m not running my business, my dear managers are doing their best to run the best possible pet sitting business.

And in spite of that:

We got a bad review.

It was disheartening.

Still, it was easier to calm down than it might have been say, a few years ago, because guess what?

In my nearly 17 years of owning a pet sitting business, my business has gotten our share (a small share, thankfully) of negative reviews.

It happens.

Sorry guys, you can’t work with the public for years and years and years without getting a negative review.

It’s true.

Here’s the truth: You are going to make someone out there unhappy. You are, at some point, going to have a client who has expectations that aren’t going to be met by you or your company.

It happens.

Here are the actions I took to make peace with myself and the client who wrote the bad review:

1. I allowed myself to fully feel the spectrum of feelings that came up around this review. These included (but were not limited to): anger, sadness and (owie) grief over this review. It hurts. The word ‘grief’ may sound extreme but getting a bad review brings up the perceived loss of reputation which is a type of death for a business owner. Allowing myself to feel the yuck feelings fully then allowed me to move into action with all of my energy present.

2. I called the pet sitter who had taken care of this client and I asked her for her side of the story: What actually had happened with this client? I had the client’s point of view (from the review that was posted for all the world to see, gosh darn it) but what happened from her perspective? When we spoke, I could hear the honesty in her voice and was able to determine that she really hadn’t done anything wrong. The client hadn’t given clear instructions about the pet’s needs.

3. Next I thought carefully about what I wanted to say to the client. I got crystal clear in my head and on paper about what needed to be said so I could refer back to my notes if need be. I waited until I was in a relative place of equanimity (it took a few hours) before contacting the client.

4. Next, I called the client. You read that right. I didn’t email him. I called. On the phone (it’s an old-fashioned tool that some of us still use for communication). And if you are like most people and the thought of actually talking to a client who wrote a negative review about you terrifies you, here’s a word of advice when dealing with a negative review or feedback from a client: never, ever email the client a response.

Is it much harder to call than email? Oh my God yes. It takes a heck of a lot of courage. That’s where you want to put on your big girl panties or big boy briefs and JUST DO IT. You are not going to die or pass out from the anger or fear. You may feel like you are. But trust me, you won’t die. Or pass out.

5. When I got the client’s voicemail I left a calm, loving (yes, loving) message that went something like this:

Hi John. (Deep, relaxed breath) I saw your review and I just wanted to contact you as soon as possible so we could talk about it. I feel awful that you had a bad experience with my company. As the owner, I’m 100% committed to you having a good experience with my company and it was such a shock to see that you weren’t happy with the pet sitting you received from us. I realize that we sat for you about six months ago and perhaps you tried to contact me but somehow I never got the message. (Deep relaxed breath.) I want you to know that I want to do whatever I can to make this right. Can you please tell me what I can do to make things right? Please give me a call at ______. I’m in the office today. Thanks and I look forward to hearing from you.

6. When he didn’t respond by phone that day or the next then I emailed him. Here’s what my email said:

Dear John,

I left you a phone message and I’m just contacting you to see if you got it. Forgive me if I’m bugging you. I want you to know that my intention in contacting you is to make things right. What can I do to make things right? I’m committed to you having a good experience with us and it hurts my heart to know that you weren’t happy with the care we provided. Please give me a call or send me an email so I can take care of this as soon as possible. Thanks and I look forward to hearing from you.

Warmly,
Kristin

7. Keep your email and your phone message authentic and loving. Did I have second thoughts about using the word ‘it hurts my heart’? You betcha. But I did it anyway because it was hurting my heart (owie). And I felt like I had nothing to lose by sharing that and perhaps everything to gain by sharing that.

Here’s how my story ended:

I got an email from John (not a call, an email. I guess he wasn’t wearing his big boy briefs that day).

Here’s what his email response was:

Hi,
I did get your phone and email message. Things have been busy today. I do still think that your pet sitter didn’t do things right but I will take the review off. Please don’t contact me again.
John

So here are the Cliff Notes if you get a bad review:

1. Feel the full spectrum of feelings. Get it it up and out of your body (yelling, talking and/or crying with a friend) so you can then be free to take action.

2. Contact the staff member who provided care to get more information. If you were the person who cared for the client, think clearly back to that day and if what the client said happened, happened.

3. Think carefully about what to say to the client.

4. Call the client. Don’t email. Call. On the old-fashioned instrument called a telephone.

5. Leave a calm and loving message or talk directly to the client in a loving, calm manner. Include the words “How can I make this right?”

6. If the client doesn’t respond in a day or two, email them a loving, calm email. Include the words “How can I make this right?”

7. Breathe. A lot. Know that you are a good person and a good pet sitter and realize that sometimes bad things (and reviews) happen to good pet sitters. Soon this review will be a distant memory. It’s not the end of the world. Your right clients will find you, bad review or not. Trust me!

© All Rights Reserved by Six-Figure Pet Sitting Academy™

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Heeding the Call of Pain in Your Pet Sitting and Dog Walking Business

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Ouch!

Experiencing ‘pain points’ in our pet sitting business doesn’t feel good.

And yet…

It is often the only way that we will wake up

and pay attention.

Pain points can look like:

-a staff member who really needed to be let go a long time ago yet you’ve been putting it off

-a client who is a royal pain in the arse and you’ve been putting up with them for far too long

-not making enough money to make ends meet, let alone thrive in your business

etc, etc, etc.

So you can either put up with it (which most humans end up doing)

or be proactive and change things.

(Usually this happens when the pain outweighs the numbness of putting up with the pain point in your business.)

Sometimes this takes a while.

And things break down before you wake up in order to make things better.

I encourage you today to heed the call of pain in your business.

It’s there to teach you what isn’t working in order to create a more smooth-running, profitable business

…and a happier life.

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How to Protect Your Precious Web Copy from Theft

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It’s funny.

I wanted to write this blog post because I recently had a coaching client ask me about how to deal with her competitor that had copied her website text word for word.

I told her what to do (as I will instruct you below).

What I haven’t done in a while though was check my OWN pet sitting website against plagiarism. So just now I did what I’m going to instruct you to do and you know what?

I found 3 pet sitting websites in various parts of the country that had taken a lot of my pet sitting website home page text and used it word-for-word on their home pages.

Uggh.

It’s not a good feeling to see the words you worked hard to come up with on another pet sitter’s website.

And not only that–here’s a little-known fact: web copy that is duplicated word for word on two or more sites results in lower search engine optimization for all of the sites that have the duplicate copy. This is the search engine’s way of making sure the playing field is wide open for all of us and not just inundated with multiple, duplicate sites. (Nice of them, isn’t it?)

So when someone copies your website text not only have they stolen your words but they’ve lowered your search engine optimization ranking (and their own).

Here’s how to check your website to see if your text is being copied and what to do about it if it is:

1) Go to Copyscape and put a banner at the bottom of all the web pages that you want to protect against web copy theft. Even though I have this banner at the bottom of my site, I still get pet sitters copying my text. However, fewer pet sitters copy my text now versus when I didn’t have the banner on there so get this on your site as soon as possible.

2) Enter your website address into Copyscape’s search bar to see if anyone has copied your website text.

3) If someone copied your text, send them this email:

Dear ________
I noticed that you have copied the text from my pet sitting website on
your home page (or whatever page was copied).
Please change your text immediately. Having the same copy on your
site makes us BOTH come down lower on the search engines and it’s
stealing. Please email me to confirm that you’ve made the changes by
____________ (a week from the date of the email). Failure to do so will result in legal action.

Thank you,
Your Name
Your Business Name
Your Business Website

4) If you need to take legal action you can search for “Prepaid Legal Services” online. Prepaid legal services are available in most states and offer inexpensive legal service for $30-40/month.

Prepaid legal services will draw up a ‘cease and desist letter’ and mail it to the party that has copied your site. If that doesn’t resolve the matter you can retain legal counsel at a discounted rate for attorney fees. You can cancel the monthly membership after the issue is resolved and start it up again when/if you need additional legal services. Using a prepaid legal service is a very cost-effective solution for pet sitters needing to resolve this and other legal matters.

5) Check Copyscape every couple of months to make sure your text is not being copied. Again, this will protect your search engine optimization ranking as well as your text.

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Petz Check In

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When clients call you while you are tending other pets it can be distracting, can’t it?

And it’s worse when they call you during your free time. What if you have pet sitters working for you, and the client calls you claiming your pet sitter did not show up for a scheduled appointment? It becomes a case of “he said, she said.” Worse yet are those moments when a client ‘thinks’ she called to schedule care but actually forgot to call and consequently her pets have not had food or water for at least 24 hours. This can be reality in the life of a Professional Pet Sitter.

Thanks to some cool technology, Pet Sitters can communicate with their clients automatically, letting them know they arrived at the client’s home in a timely fashion; this comes with the added benefits of limiting liability for pet sitters and the ability to provide a guarantee of service. This convenience also has benefits for your clients. You see, the truth is, even if unspoken, pet parents do worry about their pets when they are away.

In a survey over 120 people, pet parents were asked about which method of pet care they used and why. Of the most telling responses was “I only travel if I can take my pets with me because I’ve had bad experiences with boarding and pet sitting.” (Kelly B, Tucson, AZ).

Terry O. of San Francisco wrote, “ I had a friend use a recommended pet sitter for her cat when she had the opportunity to travel abroad. Fortunately her daughter went to check in on things about 3 days after she left. It did not appear that the pet sitter had even been there once……..When confronted she claimed she lost the key to the house….but never bothered to try contacting the homeowner who did have access to her vm [voicemail] while gone…..this gal has been doing pet sitting for years according to the info received…a fluke? took on too much business? I don’t know how you can protect your selves and animals from someone like that. “

You know you are not going to do something like this and you hope your clients know this isn’t going to happen. And while your clients do trust you there is an unspoken truth…we are all human. We get sick, we have car accidents, we forget and ‘stuff’ happens. And when it happens, pets and others in your care can be negatively affected. When you are upfront about the ‘what ifs’ and when you provide a solution, you will gain the trust and affection of your clients very quickly.

Managing employees is one of the biggest challenges of any business, especially when they work in locations that are remote. Your reputation is at risk each time you hire someone to represent you. Using a method to be alerted if they do not show, a method to provide proof to clients who question their presence at their location (no more ‘he said she said’), and a method by which you can measure their performance is just smart business.

The solution comes in the form of a new web service called PETZcheckIN.com. PETZcheckIN.com allows you to provide a guarantee of service (a true guarantee, not one in name only) plus automate your client communications, and provides a way for you to expand your business with little risk. You will have decreased fiscal liability when you can provide 3rd party proof you were at a client’s home and the duration of time you spent with the pets. Contact the folks at PETZcheckIN today and they’ll send you a code for a free trial of the service.

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Passing the Leash: 5 Tips to Make the Hiring Transition Easier

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I got an email today that inspired me to write a blog post.
Thanks Emi!

Here’s the email I received:

Hi Kristin,
I purchased your online product Business Hiring Kit: For Hiring Pet Sitting/Dog Walking Staff ™ two days ago and have been very pleased with the content.

One of my main hurdles is how to tell my current clients, that I have been taking care of myself for the past year, that I am going to transition from being the owner/dog walker/pet sitter to just the owner with hired staff to cover the pet sitting and dog walking.

Do you have any suggestions on how to make this transition smooth and professional?

Thanks,
Emi
Sniff and Go Dog Walking and Pet Services

Here’s my response:

Hi Emi,
Nice to hear from you. 🙂

I’m so glad you are happy with the Hiring Kit. I developed it years ago to use in my own pet sitting business and it has helped me hire top-notch pet sitters and dog walkers in my own pet sitting business. I currently have 30 great pet sitters on staff, all of whom I’ve hired through using the Hiring Kit. I have heard from lots of other pet sitters that my Hiring Kit has helped them hire great people too. I love hearing that.

Yes, I do have 5 suggestions for making the transition easier:

1) Share the jobs for awhile with your new staff. If you are hiring dog walkers continue walking on M/W/F and having your new walker walk T/TH.

2) Go to at least 3-5 of the client interviews when your staff meets your clients. After that the staff member should be able to go on his/her own.

3) When clients call about particular sits and you are going to put new staff members in say, “I’d love to help you but unfortunately I’m not available for those dates. I have a wonderful assistant that is. Would you like me to set up a time to have you meet my assistant?” If you are sharing the job say: “I’m available for some of those dates. For the dates I’m not available I have a wonderful assistant.”

4) Have your clients pay you via mailing a check or giving you their credit card information. Don’t have them leave checks for your assistant to pick up. It creates more work for your assistant.

5) Be sure to use a client questionnaire when staff members do sits on their own. Mail it to clients with a self-addressed stamped envelope so they will feel compelled to return it. The Six-Figure Pet Sitting Academy sells a client service questionnaire or you can create your own.

Have your questionnaire be simple enough that it will just take clients only a minute or two to fill it out the form and send it back to you with their comments. Having a self-addressed stamped envelope will compel them to mail back the questionnaire! I’ve found the online questionnaires to be less effective for client response so mail the questionnaire to them.

Sending out questionnaires will help you get feedback on how your new staff member is doing. It’s often easier for clients to write out their feedback than pick up the phone to let you know what their experience was like in using your new staff member. Keep it simple for them and for you!

A final note about the questionnaire: share the feedback, both good and bad, with your staff. The positive feedback will keep your staff motivated and the negative feedback will get them back on the right track.

Hope this information helps, Emi!

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5 Business Tips for Successful Holiday Pet Sitting and Dog Walking

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Below are 5 of the most important tips for holiday pet sitting and dog walking business success:

1) Charge and enforce a holiday fee. Many pet sitters are resistant to charging a holiday fee because they are afraid or embarrassed to ask for more money over the holidays. Get over your fear and DO IT. You (and your staff) are giving of your time to work during this special time of year and deserve to be compensated for it.

2) Have your holiday fee be over the holiday period, not just on the actual holiday days. My holiday period this year is Dec. 20-January 3. Clients are charged an additional $5 for visits and $10 per night during this entire period.

Charging a holiday fee for the entire holiday period can help your profit increase by $500-$1,500+ during the holiday season!

I recommend that half of that holiday fee goes to the sitter working that particular holiday job. The other half goes to the company. Obviously if you are the one doing the job(s) you would receive all of it.

Why should your company get a portion of that holiday fee if your staff are doing the holiday jobs? The bulk of December reservations are often (obviously) only around the holidays so often times pet sitting business owners will find they are super stressed this time of year but are not making any more money than they might make in say, April. Having you, the business owner, receive a portion of that holiday fee will help your business thrive financially during the holiday season.

3) Figure out exactly how many visits you want to take NOW so you can have a sane holiday. Holidays only come once a year, folks. It’s up to you to decide now how you want to spend the days that are special to you.

If you want to spend Christmas day pet sitting from morning till evening with a brief holiday dinner in between jobs that is no problem. If that is what you want.

But if you don’t want that, decide now and limit the number of visits that you are willing to take. Make a time plan of the special holiday days that matter to you (Christmas Eve/Christmas/New Years) and block off the time for you that is sacred. Be clear and firm that nothing can touch that time you have blocked off for yourself and your family, no matter how insistent a client might be that YOU are the only one who can care for her pets.

Sound easy? It’s not. That’s why deciding now and sticking to a holiday time plan will help you stand behind your no (or help you get a staff member to take an insistent client).

4) Have all of your holiday cards and gifts purchased and sent off by December 18. If you get all of the holiday preparation done by December 18 you will be able to focus on the business of pet sitting and be able to enjoy your own holiday period. Start today by outlining all that you need to do to be fully prepared for the holiday for both your business and personal life. Next write down the action steps that you need to do between now and December 18. Put the action steps in your calendar on the specific days that you intend to accomplish them.

Example:
December 7: Purchase holiday cards, purchase staff gift cards
December 8: Write holiday cards
December 10: Mail holiday cards

5) Buy yourself a holiday gift to honor all the hard work you’ve done in your business this year. Why is this a success tip? Because it is a way of honoring all the hard work you’ve done this year. When we honor ourselves, more money flows to us. Always.

This is an action step I give to my coaching clients this time of year and sometimes it is the hardest action step they can take! Allow yourself to give something to you. Pet sitting is a business of serving and taking care of others; explore a way to bring that focus to yourself in the form of a gift for you.

Here are some gifts that pet sitters have bought for themselves to honor the work they’ve done in their businesses: a six-pack of massage certificates to use at various times in 2010, a novel that a pet sitter has been wanting to read all year but hasn’t made the time to read (part of her gift to herself was putting time in her time plan to read the book too!), a 2-day spa retreat with a girlfriend in January, a new car (!), a dinner out at a favorite restaurant.

Happy Holidays everyone!

For many more holiday success tips you can purchase the Riches and Relaxation for Holiday Pet Sitting Recording.

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How to Create a 3-Day Pet Sitting Workweek Teleclass: January 6, 2010

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This will be my last teleclass before I head out for my 2-month trip around the world until April 2010.

I’m a business coach who practices what I preach and I’m offering this teleclass to share my secrets with all of you wonderful pet sitters before departing for my traveling adventure.

This teleclass will truly change your life by profoundly transforming the way you relate to your work and your work schedule! You will come away excited and ready to create a work schedule that is beyond your wildest dreams (while being firmly rooted in reality).

Most pet sitters think that they have to work long and hard hours to create a successful and profitable business. If you are one of them you are not alone.

I thought that I had to work countless hours to make a lot of money until the year I began running my business in a completely different way.

In one year I began transforming my relationship with my business and the way I ran my business. To my surprise and amazement my profits began to rise even though I was working much, much less! It didn’t make sense at first (in fact it blew my mind a bit!) but then it completely made sense.

In less than one year, I went from working 12-14 hours a day, 7 days a week to working three 8-hour days a week.

If you have an established business and responsible staff members that you trust, you can too!

All it takes is some out-of-the box thinking and a willingness to try some new ways of running your company that I will outline in this teleclass so that you can create the schedule that works best for you in 2010.

Whether you want to take one day off a week, weekends off, or create a 3-day workweek like I created, it’s up to you. I will tell you how to do it and outline the step-by-step method necessary to create time off.

Click here to find out more and to sign up for the How to Create a 3-Day Pet Sitting Workweek Teleclass.

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