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Acing a First Ever Pet Visit

What’s covered in this article! 👉

First-time visits are your opportunity to build trust, establish rapport, and set the stage for a lasting client relationship. Whether it’s your 1st or 50th pet, a new client requires a specific focus on detail, communication, and professionalism. This guide will help you master that crucial first impression.

Pre-Visit Prep: Laying the Foundation for Success

For a first-time visit, impeccable preparation is your key to confidence.

Tech & Admin Setup

  • Digital Check: Ensure your Precise Petcare and Slack apps are open, functioning, and notifications are turned ON.
  • Profile Deep Dive: Meticulously review the client profile in Precise Petcare. Pay close attention to:
    • Pet Routines: Feeding amounts, walk preferences, medication instructions.
    • Home Details: Alarm codes, key location, parking instructions.
    • Client Expectations: Any specific requests for the visit.
  • Ask Early, Ask Often: ➡️ Got a question? If anything in the notes is unclear, reach out in the Slack #help channel now. It’s always better to ask before you arrive!
  • Team Backup Confirmation (For First-Ever Sitters): Remember, your Team Lead will be there for in-person support! Be on the lookout for their Slack message to confirm your meetup time.
  • Service Checklist: Save or bookmark the official Service Checklist on your phone for easy reference during the visit. This is your cheat sheet to ensure no step is missed.

Travel & Personal Prep

  • Wear the Right Gear:
    • Comfortable, supportive shoes (you’ll be on your feet!).
    • Weather-appropriate clothing:
      • Summer: Moisture-wicking shirt, hat, sunscreen.
      • Rain/Winter: Waterproof jacket, warm layers, waterproof boots.
    • Clothes you don’t mind getting dirty or covered in pet hair.

Your Professional Go-Bag

Keep this stocked in your car so you’re always ready for anything.

Essentials:

  • Phone (fully charged) + portable charger
  • Backup leash & spare collar
  • Poop bag dispenser (stocked)
  • Portable water bowl + small water bottle
  • Pet first-aid kit (gauze, antiseptic wipes, pet-safe spray)
  • Mini flashlight/headlamp/reflective gear (essential for night walks)
  • Hand sanitizer & disinfectant wipes

The Arrival & Entry: The First Impression

This is where trust is built. Your calm and confident approach is everything.

  1. The Pre-Entry Pause: Before you get out of the car, do a final review of the notes. Take a breath and approach calmly.
  2. The Calm Announcement: Before unlocking the door, speak gently. “Hello [Pet Name]! It’s [Your Name] from Hands N Paws, your new friend!” This prevents startling a potentially anxious pet.
  3. The Secure Entry (Non-Negotiable): Your first priority is safety. Enter quickly, immediately close the door, and lock it behind you before you even attempt to find or greet the pet. Assume every new pet is an escape risk.
  4. Leash Before Any Exit: Always put a leash on a dog before opening a door to the outside. The only exception is a confirmed, securely latched, fenced yard that you have visually inspected yourself.

The First-Time Visit Execution

Your goal is to follow their routine to the letter while gathering intel for a stellar report.

Phase 1: The Initial Connection

  • Tap “Arrived” in the app.
  • Bring in any packages/mail.
  • Immediate Needs: Offer a potty break to dogs right away. This also helps them burn off initial nervous energy.

Phase 2: Mastering the New Routine

  • Follow Their Script Precisely: Clients have a specific order for a reason (e.g., medication before food). Stick to it religiously.
  • Be a Detective: Look for handwritten notes on the counter or sticky notes on items. These often contain last-minute, critical details.
  • Document as You Go: Take photos during the visit—while walking, playing, or when the pet is relaxed. This provides a better story than posed shots at the end.
  • The “New Client” Tidy Standard: Be extra vigilant about cleaning. Wash bowls with soap, wipe up paw prints, and return all items to their exact spot. The client will notice.

The First-Time Visit Journal Report: Your Masterpiece

This report is your primary tool for building client confidence and ensuring continuity of care. It should be the gold standard.

What to Include for a New Client:

  • A Detailed Narrative: “Buster was a little hesitant when I first came in but warmed up after a few minutes of quiet talking. He wagged his tail when I got his leash!”
  • Key Metrics with Context:
    • Appetite: “He ate all his breakfast right away” or “He was a bit nervous and only ate half his food before wandering away.”
    • Energy & Behavior: “She was full of energy on her walk and pulled a bit at first,” or “He was a calm couch companion all visit.”
    • Bathroom Habits: “He peed twice on his walk and had a normal bowel movement.”
  • Photo Excellence (5+ Photos Minimum):
    • One clear, happy portrait.
    • Action shots (on walk, playing with a favorite toy).
    • “Proof of Life” shots for shy pets (e.g., a cat eating, using the clean litter box).
    • A photo that shows a completed task (e.g., the empty food bowl, the brought-in mail).
  • Questions for the Client: “Noted that Buster didn’t finish his food. Is this normal for him, or should we keep an eye on it?” This shows you’re attentive.

The Confident Close: Securing the Home

End the visit with the same professionalism you started with.

  • Final Walk-Through: Do a quick check of all rooms you accessed. Are all doors and windows locked? Is the thermostat set correctly?
  • Tidy Up: Return leashes and toys to their designated spots.
  • Secure & Report: Arm the alarm, lock up, and tap “Complete” in the app. Submit your journal report immediately while the details are fresh.

Pro Tips for First-Time Visit Success

  • Your Mantra: “Slow is Smooth, Smooth is Fast.” Rushing leads to mistakes. A calm, methodical approach is always faster in the long run.
  • Over-Communicate: For a first visit, it’s better to send one extra message to #help than to assume.
  • You Are the Expert: Carry yourself with confidence. Pets pick up on your energy. If you are calm and assured, they are more likely to be, too.

You’ve got this! Every expert sitter was once new to a client. By being prepared, observant, and communicative, you’ll not only ace this visit—you’ll gain a loyal, happy client.

➡️ For More Tips: Check out our other tips for crushing your first pet visit!

➡️ Next Steps: Continue your journey with our guide to Foundations for Long-Term Success.

Is This Your First-Ever Service with Hands N Paws?

Welcome! We’re thrilled to have you. For your very first pet sitting service with us, you get extra support to ensure you, the pets, and the clients have a perfect experience.

Here’s what to expect:
A Team Lead will be joining you on your first visit. They are your on-the-ground resource to answer questions, offer guidance, and help you succeed. Please be on the lookout for a message from them in Slack to coordinate your arrival time so they can meet you there.

Remember: every expert was once a beginner. Your entire team is supporting you!

New client openings start January 2026!

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By signing this agreement, you confirm that you’ve read, understood, and agreed to the policies below. Your signature also allows us to add your email to our mailing list (you can change your preferences anytime).

Key Terms
– Client = You
– Company = Hands N Paws
– Team Member(s) = Our pet care professionals

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Emergency Care Policy
You’re responsible for providing emergency instructions and medical details for your pet. Otherwise, we’ll contact your vet or an emergency clinic in case of an emergency. Team Members may make urgent care decisions (excluding euthanasia) if immediate action is needed. You’re responsible for any veterinary costs, and Hands N Paws isn’t liable for circumstances beyond our control.

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Home Access Policy
A lockbox with a spare key is required to ensure we can access your home. Garage or keypad codes are okay but don’t replace the need for a lockbox. Provide clear access instructions in your account notes. If entry is complicated, email us a video walkthrough to avoid delays. Our priority is your pets, not troubleshooting access!

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Cancellation Policy
We get it—plans change! Here’s our policy:
– 48+ hours notice: 100% refund as Account Credit.
– 24-48 hours notice: 50% refund as Account Credit.
– Less than 24 hours: No refund.
Refunds are issued as Account Credits and auto-apply to your next invoice.

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Safe & Sanitary Environment
You understand and agree that the environment in which we provide services is reasonably sanitary and safe. If we determine that your home is unsanitary or unsafe, we’ll let you know and take appropriate action, which may include stopping services.

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Service Termination Policy
In rare cases, if we believe there’s a serious danger to the health or safety of our Team Members or your pets, we may terminate services during a scheduled period. If this happens, you agree to cover the cost of boarding your pet or arranging alternative care until you return. We’ll do our best to notify you and/or your emergency contacts in these situations.

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Third-Party Access Policy
You’re responsible for letting us know if anyone else will have access to your home during the scheduled services. Hands N Paws is not liable for any loss, expense, or damage caused by third parties entering your home during this time.

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Vaccination, Licensing & ID Policy
Before services begin, all pets MUST:
– Be up-to-date on vaccinations and local licensing.
– Wear an ID tag with your contact info or be microchipped for identification.

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Pet Safety Policy
For everyone’s safety, dogs must remain leashed during walks. Off-leash walks are strictly prohibited.

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Accurate Pet Information Policy
Keep your pet’s info in your account accurate and up-to-date. Every three months, you’ll be prompted to review and confirm your pet’s details before being able to request services. Hands N Paws isn’t responsible for issues caused by outdated or incorrect information.

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Provide Visuals Policy
For complex routines or home entry instructions, please record a video and email it to us. A visual guide helps us better understand your needs and ensures smooth service delivery.

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Flexible Arrival Times
Services are scheduled within a two-hour arrival window to accommodate travel and other clients. While we’ll do our best to meet your preferred times, exact arrival times can’t be guaranteed.

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Trial Visits
For extended pet care (e.g., vacation services), we require a Trial Visit while you’re still in town. This helps ensure your pet is comfortable with our team before committing to long-term care.

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Service Request Approval & Availability
We do our best to accommodate all requests, but approval depends on Team Member availability. After submitting a request, you’ll receive an email confirmation or declination within 48 hours. If declined, we’ll work with you to explore alternatives.

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Communication Policy
Team Members will update you on your pet’s care through post-service journal entries in your account. If they have urgent questions during a service, they’ll call you using the number on file. If you receive a Team Member’s personal number, please don’t use it freely. Keep all communication in your account by responding to journals, updating service notes, or, if needed, contact our main office.

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Team Appreciation
Our Team Members work hard to care for your pets, and a little appreciation goes a long way! Feel free to leave kind journal comments, rate services, or tip for exceptional care. It means the world to us!

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Meet N Greets
A Meet N Greet is required before starting services to ensure we understand your pet’s needs and provide the best care. New Clients can schedule at *www.myhandsnpaws.com*; Existing Clients can book through their account.

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Pricing & Surcharges
Visit *www.myhandsnpaws.com* for the most up-to-date pricing. Additional fees may apply in certain situations:
– Last-Minute Services: $15 for requests made within 24 hours.
– Holiday Services: $20 per service on major holidays.
– Additional Pets: $7 per pet beyond the first two.
– Service Adjustments: Fees may apply if additional time or tasks are required.
– Account Assistance Fee: If you request us to schedule services, cancel services, update pet notes, or otherwise manage your account without first attempting to do so yourself, a surcharge of 10% of your most recent invoice (minimum $25) will be applied. Our handy Client Support Center is available to guide you step-by-step in managing your account.

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Payment & Billing
We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover). A valid card must be stored securely in your account.
– Ongoing Services: Auto-charged every Friday for the previous week’s services.
– One-Time Services: 50% deposit charged upon confirmation; the rest is due by the last service date (auto-charged).
– Declined Payments: You’ll be notified immediately and have 24 hours to resolve it. A 10% late fee (minimum $20) applies after a second declined attempt.

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Contract Terms
This agreement starts when you sign it and continues until either of us ends it. You can book additional services online anytime, depending on availability. By signing, you authorize Hands N Paws to enter your home and care for your pets without needing extra contracts for confirmed bookings.

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Thanks for trusting Hands N Paws with your furry family! 🐾