pet sitting business tips

SOMETHING NEW Coming Next Week For Pet Sitters and Dog Walkers!

pet sitting business tips, Pet Sitting Coach, pet sitting coaching / /

surprised lady

 

Pet sitters and dog walkers:

I’m so excited!

I’ve got SOMETHING BRAND NEW coming for you pet sitting and dog walking business owners!

I’ll be announcing what it is on Instagram, Pinterest and Facebook on March 2, 2016.

If you are signed up for my weekly newsletter you’ll find out about it that way also or check back on this page next week and you’ll find out what it is. I think you are going to like it. Stay tuned…you’ll find out what it is next week. 🙂

Doing my happy dance,

Kristin Morrison signature

 

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FREE Pet Sitting and Dog Walking Business Tips and Tools Booklet!

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Hi pet sitters and dog walkers,

For a limited time, I’m offering a FREE pet sitting and dog walking tips and tools booklet for you, my blog post readers!

This pet sitting and dog walking business tips and tools booklet is adapted from my book Six-Figure Pet Sitting.

Click to download the FREE pet sitting and dog walking tips booklet now.

Wishing you so much pet sitting business success!

Kristin Morrison signatureKristin4

 

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Cheap, Fast, Good. Pick two.

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pick twoA few years ago I contacted a web designer and told him I wanted a new website created in a hurry. He said, “I can do it cheap, fast or good. But you can only pick two. Which two do you want?”

Your pet sitting and dog walking clients may want all three too but guess what? It’s impossible to get all three in business…unless you want to go out of business because you aren’t making a profit.

If you are a ‘cheap pet sitter’ you are going to begin to get resentful (always happens when the pet sitter wakes up and realizes his or her price are well below market rate). If you try to raise your price too much, too fast then your clients will get resentful. (You don’t want that.) Raising your rates yearly (even by just $1) will help ease the resentment factor and bring your low prices to market rate sooner than if you wait years before raising them.

If you really need clients and some are cheap clients wanting discounts I recommend lowering the amount of time that you’ll spend with the pet. So if your regular 30-minute visit is $18 a visit, offer to do a 15-minute visit for $16. In this way the client will feel like they are getting something and you will have more time for more full price visits. (Obviously you’ll want to make sure that the pet who is getting less time will be well taken care of in 15-minutes. A 15-minute visit works well for shy cats who hide under the bed.)

If you are a sitter who says yes to last minute pet sits and dog walks you will also get resentful. So charge for those last minute sits. I recommend charging your clients a $20-$30 Last Minute Fee (LMF) for those clients who need to meet you or one of your sitters in less than 3 days. If UPS can charge for last minute delivery so can you!

And good? Well, if you aren’t good you won’t be in business very long. Good should always be a part of your business practice. And even better…strive for great. If you are great at what you do your clients will love you and thank you. (And refer you to their friends and neighbors.)

So the next time a client calls and says, “I need you to pet sit tomorrow. I need a low rate and I need you to do a great job with my dog” simply say, “Sure. You can have any two. Which two do you want? Cheap, fast or good?”

 

 

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Stop This 4-Letter Word and Have More Peace in Your Pet Sitting and Dog Walking Business

Dog walker business tips, Dog walking business tips, Pet sitter business tips, pet sitting business tips / /

right textFor the past couple of years I’ve been hearing a 4-letter word that causes so much stress for pet sitters and dog walkers.

Here is the word: TEXT.

Texting from clients (at all hours of the day and night) and texting from staff (also at all hours of the day and night) infuriates many pet business owners.

And of course the pet owners expect an instant response because that pet care provider has responded at all hours of the day and night in the past. It’s hard not to. Can you really just sit there at 11pm and NOT respond to a text you’ve read? It’s tough.

But training your clients and staff is like training a dog: you have to train people on what works for you and what doesn’t. When you respond to client and staff texts at 11pm, it causes your clients and staff to send more texts at 11pm (or later, egads!)

Here’s the thing with the texting: Many pet business owners keep allowing it to happen, even though they dislike it so much.

They (mistakenly) assume their clients will leave them if they stop offering texting as a method of communication. They (mistakenly) assume that as a business they have to offer texting as a form of communication to their clients and staff.

Nope. You don’t.

And if you stop allowing your clients to text you, you will be AMAZED at how much more peace you feel.

I promise.

Here’s how to stop your clients and staff from texting you:

1. Alert your clients and staff via email that starting today, texting is no longer a viable form of communication. We’ve all had the experience of texts getting lost or not delivered to the right person so you can use that as an ‘excuse’ if you need one. Let them know you can be reached at your office phone number or email. Remind them of your office hours.

2. When clients or staff members do text you (and they probably will as it’ll be a habit especially if they’ve been texting you for years), don’t text a reply. That just reinforces the ‘bad behavior’. Call or email them to remind them that you no longer accept texts and to please email or call your office going forward.

3. If, after a few weeks, large amounts of your clients can’t seem to stop texting you then I recommend looking into changing your cell phone number and getting a business landline or a new cell phone. (They don’t need to know it’s a cell phone. In fact, if they know, you’ll be recreating what you just worked so hard to change.) Obviously, changing your business number is a last resort but one that will work very well if the texting is out of control and you see no light at the end of the tunnel even after you’ve done the steps above. You can then send out an email stating your new number and that it will not accept texts going forward. That will nip it in the bud.

4. If you feel that you simply must keep texting your clients and staff (and it annoys you that you must) then set firm office hours and put your cell phone in the closet during non-office hours.

5. If you do need to get a new phone line (or simply upgrade the one you have), I highly recommend this phone service: Ooma.com. It is fantastic! Here’s some of what I love about it: it’s super easy to set up, the Ooma box plugs right into your wall jack and Voila! You are ready to go.

The business phone service is under $20 per month (the personal phone service is only $4 a month!) There are too many great features that Ooma offers to mention here so I recommend that you check them out if your current business landline is too expensive (mine was over $100 a month before I switched to Ooma) and/or if you need to create a new phone line.

Wishing you a wonderful (and text-free!) weekend,

~Kristin

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My interview on the Feminine Business Model Telesummit

Dog Walking Success, pet sitting business tips, Pet Sitting Coach / /

I was recently interviewed on a telesummit called The Feminine Business Model Telesummit.

It was my first time doing a video interview (with no editing!) and I had a lot of fun being on a speaker panel with another female business owner.

The topic I spoke on was “Turning your passion into profit”. I think you will enjoy it (even if you are a guy I encourage you to check out this telesummit). 🙂

The Feminine Business Model Global Telesummit is a free series with video interviews of amazing women.

I’m so thrilled to be a featured speaker along with Ali Brown, Pamela Slim, Fabienne Frederickson, and Lynne Twist! This is rocket fuel for 2013, you don’t want to miss this. Click here to sign up for the free telesummit: http://www.thefemininebusinessmodel.com/

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Creating Pet Sitting Success on PURPOSE

Pet Business Goal Setting, Pet Sitting Business Goals, pet sitting business tips, Pet Sitting Coach / /

Best years sometimes get created without our doing much of anything special.

But success by accident isn’t a very effective way to live (nor run your business).

Ready to create success on purpose in your business and your life?

I recently did a  ‘Create Your Best Year’ Coaching Session with Pamela Batson:

Pam is a pet sitting and dog walking business owner who lives in Illinois. She came equipped with the goal of wanting to relocate to another state in 2013 as well as numerous other big and little goals. We also discovered some personal and work goals that Pam secretly desired but hadn’t yet clarified until doing her Best Year Coaching session.

It was exciting to have her goals unfold in a clear and powerful way and to see which goals most wanted to be on her Best Year Yet plan. Through our session she realized she wanted to move much sooner than she’d originally thought. Creating a definite plan in order for her move as quickly as possible (by the first quarter of 2013) was exciting for us both!

After our 3-hour session I asked Pam (see her picture below) some questions about what the session was like for her. She gave me permission to use her answers:

Kristin: Describe your experience of what it was like to create your best year plan with me.

Pam: It was powerful. I didn’t think it would take the whole 3 hours to go through the questions, but you were very thorough with me and helpful in working with me to set specific, attainable goals.

Kristin: Were there things that surprised you when you created your Best Year Plan?

Pam: I was surprised at how much of a difference it made to get specific with income amounts, time frames, etc.

Kristin: What would you say to others who were thinking of creating their Best Year Plan but hadn’t yet taken the leap?

Pam: I would say that it’s important to make the investment in their future and to have someone to be accountable to. There is something special about having all of the goals in writing rather than just having the idea in your head.

Kristin: Anything else you’d like to share about the process or your reflections after you did your Best Year Plan?

Pam: I have a renewed sense of motivation. I am confident that I will be able to make a smooth transition and build up my business again in North Carolina, making 2013 my best year yet!

Click if YOU want to find out more and create your Best Year Yet.

 

 

 

 

 

 

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When Bad Reviews Happen to Good Pet Sitters

Dealing with Pet Sitting Client Conflics, Pet Business, pet sitting blog, pet sitting business tips / /

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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

Dog Walking Success, Pet Business, Pet Sit Coach, pet sitting business tips / /

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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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Coach Kristin to Speak at the APSE Conference

Dog Sitting Business, dog walking business, Pet Sitting Business Coach, pet sitting business tips / /

Freedom!
Freedom!

Hello pet sitters,

I will be speaking at the Association for Pet Sitter Excellence (APSE) Conference on October 25 at 1pm EST. It’s a virtual conference, accessible by the Internet.
🙂

The topic I will speak on will be about how to “Consciously Create More Freedom in Your Pet Sitting Business”.

It’s a topic I’m passionate about!

Many business owners think freedom and owning a business cannot exist together.

But guess what?

They are wrong!

I’ve created a pet sitting business that also gives me a lot of freedom and I look forward to sharing how you can put freedom in your pet sitting business (and in your life).

“See” you at the conference!

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5 Simple Tips for Pet Sitting & Dog Walking Business Success

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Here are 5 simple steps you can begin TODAY to create more success in your pet sitting and dog walking business:

1) Accumulate business savings no matter how small at first. Even the act of starting with $10/month is progress. Your business savings account will help get you through the lean times, especially when you are first starting out.

2) Create an action plan to ensure that your pet sitting business bookkeeping records are clean, orderly and accurate. Get accounting help if and when you need it. Pay someone to help you learn Quicken or Quickbooks. Knowing how much you make each month will help you set financial goals which will keep you focused and intentional in your business actions.

3) Develop a yearly business plan and create goals and visions for yourself and your business. Review it quarterly and adjust as needed. Having a map will help you get to where you want to go in your business.

4) Budget your time realistically and focus on income-producing activities. Get clear on how many minutes it takes to actually takes to drive to your dog walking/pet sitting jobs. This will help you get clarity about how many clients you can take in a given day and how much time you are spent driving. Setting a timer for those business tasks that are challenging can help keep you on track. Focusing your daily actions on income-producing activities such as marketing and answering the phone directly you will cause you to see your profits to rise.

5) Let go of difficult-to-work-with clients and staff members. Difficult staff and clients can eat up as much as 95% of our energy which leaves only 5% left for the majority of our clients and staff. If you notice your thoughts consumed by a particular client or staff member then it might be time to let them go. Talk it over with someone whose opinion you value and once you get clarity about how challenging they are, be willing to let them go sooner rather than later.

Need more tips? You can find them in in Kristin’s book for pet sitters and dog walkers: Six-Figure Pet Sitting: Catapult Your Pet Sitting Business to Unlimited Success.

Click to get the book IMMEDIATELY: Six-Figure Pet Sitting Ebook version or Click to get the printed version on Amazon: Six-Figure Pet Sitting print edition.

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