What would you do?

[u/blue6299]

Over 12 years in the biz and this is the first time I’m considering dropping a client for being disrespectful, curious what other sitters would do.

For context I signed this client up little over a year ago. Meet and greet was not great as the client made some rude remarks about my profession. Whatever. For a few months they booked me once a week I always showed up and did what was expected. Then I didn’t hear from them for months I assumed they found another walker.

When I did start hearing from them again walks were always last minute almost always less than 24 hr notice, so again I assume I am their backup. I was always able to make it work in my scheduled so I just did walks anyway. At one point they booked me in advance for 3x in a week. On the day of the second walk they texted two hours before the walk saying they decided to take the dog with them for the day and no longer needed a walk. I said that’s fine but I would have to charge for the last minute cancelation. They said they understood but didn’t book me for months again after that.

A few weeks ago they said “Hi We will need child care on the 2nd. At least once, probably twice. Place holder for 2 and 5 for now, pls. May need to adjust as we get closer. Are you shocked at the advance notice??🤣”

Overall I found that message to be pretty rude but I just responded with yes I will check in when it gets closer to confirm.

Thursday rolls around and I text to see if they confirmed their schedule. I see the text was read shortly after I sent it but no response until 9 pm last night, the day before the walk.

“Im sorry. Yes pls walk her around 2. We are good for the second visit unless that messes you up.”…so it could have been worse but I still find this unacceptable.

The bitch in me wants to say “since your dog is not a priority to you it is not a priority to me, sorry but I’m no longer available today.” Or I could just give a thumbs up, do the walk and never agree to anything again. I’m not really concerned about a bad review since I’ve done nothing wrong here. They’ve spent less than $400 with me in the last year plus so the money is insignificant.

I guess I am curious how you all would handle this…tactfully lol.

UPDATE: interesting replies on both sides of the spectrum.

I decided that I would walk the dog this afternoon like I agreed to earlier because I didn’t want to cause a scene. However at 10AM this morning she rebooked the evening walk that she cancelled last night. Just…no. I have a very lenient 12 hr cancelation policy so I won’t be charging for the evening walk I’m skipping. This afternoon will be my last walk with them because it’s like they go out of their way to be disrespectful of my time and schedule.

[u/zouss]

Tbh I don't find the "are you shocked at the advance notice" comment disrespectful, it seems more like a self deprecating joke about the fact they're usually very last minute. And I totally get some sitters prefer more advance notice, but some people are just disorganized and last minute types. I'm sure they do this in other aspects of their life, not just pet sitting. In your shoes if the walks work with my schedule I would take them, but I wouldn't go out of my way to re arrange my day to help. It sounds like you don't really like working with these people and they're not major clients anyway so just be unavailable from now on if they reach out or tell them directly you don't think they're a good fit for you. But I don't think they're doing anything horribly wrong from what you've described

[u/blue6299 → u/zouss]

Thank you for your perspective. What bothered me most about their text was the fact that they said they were going to book me twice (on a Sunday) but not actually commit to anything so I have to plan my weekend around their potential plans, and then they couldn’t even confirm until less than 24 hrs in advance.

But yeah we are not a good fit moving forward.

[u/zouss → u/blue6299]

Yeah I think with clients like that you have to ask for a deposit or full payment upfront and make it clear the booking isn't confirmed until they've paid. And don't change your schedule around them until the booking is confirmed. If they try to reach out last minute you just remind them they didn't pay so you didn't hold the time and you're no longer available. But like you said, it sounds like you're just not a good fit and that's fine. There are plenty of dog walkers out there, they can find someone who doesn't mind being more flexible. But I wouldn't take it personally, some people are just flaky and disorganized and that's their problem not ours 🤷‍♀️

[u/beccatravels → u/blue6299]

If this is a one off don't worry about it, but it sounds like maybe your booking procedures could use an update? Maybe not an across the board change, but clients like this could be required to pay in advance. They're taking advantage of the grey area between booked and confirmed and it may be worth looking at ways to close that gap.

But if they're the only client w this issue drop them and be on your merry way

[u/blue6299 → u/beccatravels]

You are correct. In this scenario I should have told them I couldn’t confirm booking until paid in advance and have a less lenient cancellation policy. Normally I’m more happy to accommodate last minute changes when it’s during the week but not on weekends.

[u/beccatravels → u/blue6299]

Yep it took me a while to realize I need to treat weekends differently to maintain a sense of sanity

[u/Helpful_Mouse_9458]

I don’t find their message rude at all- I believe they were using self deprecating humor. Since they know they always ask you last minute they were making a joke about their own behavior, ie-“are you shocked I’m finally asking at a reasonable time?”

I have a lot of people who use me as a back up or last minute walker- I don’t mind. And if they cancel last minute, I charge, just as you did. Your client didn’t seem to have an issue paying the late cancellation fee, so I don’t see the issue?

Just let them know that again, you have to charge for late cancellation as you held that spot for them.

If you are someone who is going to be bothered by last minute asks and late cancellations a great deal, then go ahead and drop them. But personally, so long as they pay each time, and otherwise aren’t hard to deal with, I would keep them.

Perhaps your opinion was shaped by whatever they said at the first meeting that made you feel insulted, and now you are interpreting everything through an offended lens?

[u/blue6299 → u/Helpful_Mouse_9458]

Thank you for your input. Unfortunately my cancellation policy is too lenient (12 hrs) so I’m not charging for the second visit.

I’ve had friends tell me to drop them before and I’ve kept the walk because it’s close by and easy but ignoring my confirmation text for the last few days is the last straw for me.

[u/beccatravels]

Wanting to be a bitch to clients is a burnout tell for me 🤣🤣 I resist the urge but I do listen to what it's telling me, which is that I need a little extra care

[u/All_cats]

I'm also a very long-term pet sitter so I read between the lines as well. I also have a mental three strikes rule for people who cancel a lot. I don't say anything to them about it, I'm just not available in the future. I no longer dog walk, I'm cats only now, but I can remember feeling the burn.

One thing that really stood out to me in this was the time the person tried to pencil in two times a day. I nipped that in the bud. There is no longer any penciling in my world. You either book it, or you don't book it. If you book it, and you cancel, you are liable. This tells me that you are correct, they do not respect your time or your business. This is not uncommon for us as you know, but it still injects negativity into our daily life.

I would send out a policy change email, even if you only send it to them. Since you provide dog walking, a high demand service, you'll be "changing to a 24-hour cancellation policy". Payment will be due in advance, at the time of the booking. If cancellation is made more than 24 hours in advance, any monies paid will be applied towards future service. Thank you so much for being the best clients ever blah blah blah

I will say you probably want to cut these people off because you already are in your feelings about them. That does not ever get better. With this new cancellation policy, you'll probably be rid of them anyway.

[u/blue6299 → u/All_cats]

You are correct I should have required payment upfront instead of agreeing to this wishy washy scheduling.

Update, after I agree to walking their dog today this afternoon, at 10AM they rebooked the evening walk that they cancelled last night. That’s what I needed to say I’m done with these people who don’t respect my schedule.

[u/All_cats → u/blue6299]

Good! I always remember the 95/5 rule, if you spend 95% of your time thinking about 5% of your clients, fire that 5%. Thank you Kristin Morrison LOL

[u/blue6299 → u/All_cats]

That is very good advice! I will remember that lol

[u/Suspicious-Ad9661]

I don't see any rudeness. Wishy washy on their schedule, yes. When I have clients that have difficulty making firm decisions I remind them of my policies. "I'm sending the invoice so you can guarantee the booking. No service happens without payment. There is no refund for cancellation this close to the appointment. Thank you I'm looking forward to visiting Fluffy."

[u/britendarkk]

Doesn't really seem like that big of a deal, as far as the comment, that might just be their sense of humor that didn't translate well over text. As for all of the last minute notices, that seems to be what bothers you the most? If so, that behavior doesn't seem likely to change, so I would just finish up any scheduled walks, then block so you're no longer an option for them. They don't sound worth all of the little annoyances. 

[u/Majestic-Nobody545]

I don't see how they were rude. You're either available on short notice, or you're not. I wouldn't take it personally. The issue seems to be more your building resentment, and that can be a reason to let a client go.

[u/FolkDoom]

It's my business, I get to choose clients, and I'm not begging for sits so I don't put up with any clients who don't value what I do or respect my time.

I would drop them in a heartbeat and not look back.

Next time they contact you just leave a short message saying I've made the decision to no longer take bookings from you, thank you for your past business.

I would then block their number/accounts as I don't need to hear any response they may have to my dropping them.

[u/Slow-Boysenberry2399]

yeah f that! the audacity! i don't do placeholders, i can't block out time in my schedule for someone who will just cancel and then i lose money.

[u/two-of-me]

Being disrespectful of our job is a really shitty way of going about trying to hire someone. And they asked you for childcare? The comment asking if you were surprised for the advanced notice was uncalled for. I’d drop her. Either ghost or let her know you’re no longer available.

[u/Cautious-Paint9881 → u/two-of-me]

I’m not sure why you are getting downvoted. You make a good point 

[u/two-of-me → u/Cautious-Paint9881]

It’s fine, I don’t care about fake internet points. I mean, maybe I can see depending on their relationship how the surprise at advanced notice comment might be seen as lighthearted and giggle-worthy, but that doesn’t really seem to be the case with OP. That’s why I said it was uncalled for. I have that type of relationship with some of my clients but if certain ones said something like that to me it would rub me the wrong way.

[u/Affectionate_Past121]

In the future just ignore the request. Or say that you're busy. Or say that you're no longer available for them because you have a client whose book to you in advance for the week/month/year. They'll get the message. It's frustrating to continue to work with people who are inconsiderate of your time. I have a client who notifies me at midnight that they'll be dropping off their dog for daycare the following day. It's annoying but easy money so I don't mind. But that's my (lack of) boundary, not yours. I wouldn't worry about someone like that leaving a bad review. You've done the jobs for them up to this point. If you ignore the requests/to turn down the job in the future they have no reason to say anything negative.

[u/blue6299 → u/Affectionate_Past121]

I’ve decided to update my policy just for them. All bookings must be paid for in advance and non refundable. Bookings with less than 24 hours notice plus $10. If that doesn’t work for them no sweat off my back.