07/01/2025
July 1, 2024
Yet another discussion of transparency:
It frustrates me that many providers lie to clients when severing their business relationship. "We have no availability." In actuality, they're advertising openings. Or, they're intentionally vague. "We're not the right fit." I see this in provider groups. "Tell them you've reevaluated your service area, and they're no longer within your boundaries." Some play games, like increasing their rates tenfold when they don't want the client. This is akin to businesses that mistreat employees so that they quit, in order to avoid the benefits that may come with firing.
I refuse to spread falsehoods. Why can't people simply be honest?
If I can't trust you with your words, how can I trust you with the lives of my loved ones?
Be honest. Lying is a disservice to the client. Explain why the relationship isn't working. If there is a problem, don't gloss over it. If you're unaware of an issue, you can't address it. This issue will continue into the next relationship.
Just like in personal relationships, if problems aren't discussed, worked on & improved, the patterns will continue. Honesty is not a bad thing. Yes, you should be tactful with your timing & verbiage.
Too many providers are threatened (by potential for negative reviews & damage to their reputations) that they deceive their clients. If someone is disrespectful, discuss it. If your client hasn't paid, discuss it. If policies are challenged, discuss this. Perhaps your policies need updating. Perhaps they don't, and the client needs to find another provider. Either way, these are adults. Don't treat them like children. What does everyone in a romantic breakup want? Answers. Clients deserve the same.
Have we ever ended business relationships? Yes, and we shared the reasons why. They were all ethical and safety concerns. Here are the requests we've declined.
"We will not agree to walk your dog in extreme heat. We will not leave your door unlocked. We will not play with your dog off leash in the street. We will not enter your home when a minor is unattended. We cannot provide overnight services while another person is in the home. We don't share jobs."
Whatever the concern, address it. As entrepreneurs, you can't hide your tail between your legs whenever an uncomfortable situation arises.
On the flip side, when a client or customer stops using a service, do they owe an explanation? Absolutely not, in my opinion & in this industry. Other industries may differ. Say I'm a nanny. I might need to commit to one family, for a specified time period. In this example; if I was with the family for years, & the children were connected to me; I would certainly give my reasoning if I were to terminate the agreement early. With animal care, we become connected to the pets, and vice versa. However, pet parents are free to use multiple service providers, to end services without justifying why, etc. Yes, I'm speaking for Sits & Wiggles. We encourage pet parents to form relationships with a few pet professionals. This is in their best interest. Creating a trusted circle maximizes the service availability. Also, your pets can become familiar with a few people (& vice versa) so that there are options in case of emergency. Some people worry that someone will "steal their clients". There is no such thing. If someone provides superior service (or product) the client will naturally choose that provider. This isn't theft, but an upgrade. Who wouldn't choose the better option?
In this field, there are variations. An animal may click better with one person over another. This doesn't mean that one person is "better" than the other, but it does mean that the person is better for that animal. We have clients who we see every few days & others who we only see once or twice a year. Do they travel more often & hire other sitters or walkers? That's none of our business. We've had clients who we haven't seen in a year or two who contact us for service. It's not our business why they didn't need us during that time. We hope that they connected with someone who is absolutely incredible. We're grateful that our world is filled with amazing animal lovers & caretakers. We're excited to know & learn from some of them.
We want you to do whatever works best for you & your family. We may or may not be one of the companies you choose to work with, or stay with. That's the way it should be. You should have freedom to do whatever improves your life. Should you find another provider who is spectacular, we will be happy for you & your pets. Yes, we'll miss your family; furry & otherwise. However, we want the best for you, even if we're not it.
"Entrepreneurship is like parenthood. It will be lovely & disgusting. You need to be prepared to handle it all with grace."
Nalina Matthews, Sits & Wiggles, LLC
