It is natural to become close to clients and their dogs, but how close is too close? How do you respond?

Ideal clients are the long-term dog daycare clients – the ones you can schedule for the month or indefinitely – or even better, the dogs that come every day that you open the doors. “The regulars” allow you to predict a base revenue point from which you can make decisions about the future of your business. Regular dogs also form the foundation of your pack, where dogs bond and develop their community.

It is natural to become close to clients and their dogs, but how close is too close? How do you respond to clients in ways that maintain your professional distance and reputation?

These are three common situations that require specific training and forewarning. We follow a policy of the three monkeys – see no evil, speak no evil, and hear no evil – to maintain professional, lasting client relationships.

Early Morning Underwear
It is embarrassingly common. Our drivers are in clients’ homes as early as 6:30 a.m. as often as five days a week. Clients are frequently still in bed or wandering around in their underwear. Some clients even answer the door in only their underwear!

Staff proverbially drew straws for one particularly awkward client – covered in hair from ankle to neck with only miniscule “tighty whities” to spare them – who wanted to come out onto his porch and chit-chat with whomever picked up his dog. Even the clients who are fitness professionals can make staff uncomfortable by answering the door in next to nothing.

In these situations, we train staff to see no evil and speak no evil. Staff must maintain their professional composure and chat if the client strikes up a conversation; otherwise, efficiently complete the pick-up and move on.

Keep It in the Family
All manner of private business goes on in the home each day. Someone may be sneaking around at the neighbor’s. “Materials” from a party might be left out on the table. Private documents like correspondence or bank statements may be strewn about open on the counter.

It is critical for staff to focus their attention on the client’s dog and keep their eyes closed to private client materials and their mouths silent from the urge to spread sensitive information.

Doggie Domestic Disputes
Breakups happen, and dogs, like children, are often caught in the middle. Clients may both want to share their side of the story with their dog’s caregiver. Arguments may arise over who will have responsibility for the dogs, who will pay the dog daycare bill, and who can pick up the dog.

It can be tempting to get involved – you have likely been close to both clients. During domestic disputes between clients, staff must hear no evil. No one can predict how the breakup will be resolved. What if you took a side and the couple mends their relationship? What if you sided with the person who doesn’t end up as the guardian of the dog?

Instead, refer to your files for guidance and refrain from getting involved. If one party owns the dog, or one party signed a contract for your services, they are the default decision maker as far as the business is concerned. Ultimately, they are responsible for bills and transportation for their dog regardless of previous informal arrangements. If the couple signed up together for dog daycare and jointly own the dog, keep an open but impartial line of communication with both parties to create a revised care plan.

Managerial Tips for Professional Client Interactions

1. Assign staff wisely.
As a manager, it is important to assign your staff to positions that best suit their experience and maturity. It may seem counterintuitive, but drivers should be some of the most experienced and mature members of your company. They are the touch points for many of your clients who may never visit your facility after their initial interview. Drivers find themselves in many of the situations above, as well as challenging traffic and parking, and being responsible for keys to clients’ houses.

Greeters who handle dogs that are dropped off should be the next most experienced and composed. They will present the image of your company to clients who drop off their dogs, as well as potential clients who come in to ask questions or check out the space.

Dog caregivers can be less poised, as their contact with clients is generally limited. It is more important that they are high energy, conscientious, compassionate, and skilled with dogs.

2. Expect the unexpected.
Managers should explicitly tell drivers and greeters to prepare for strange situations, be it underwear or illicit behavior, so that staff is aware of the possibilities. They should also walk staff through their expectations for decorum and discretion. Think of this sort of training as similar to the expectations of a therapist, high-level personal assistant, or live-in nanny.

3. Respect client’s privacy.
Ultimately, clients give dog caregivers access to their homes to provide the best possible experience for their dogs. Even if they do not act like they expect privacy, staff must maintain a professional distance. This may mean looking the other way, choosing “no comment,” or rising above the fray in clients’ personal lives.

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