The team’s main method of communicating with clients is via journal reports submitted after services are complete. Click here to learn more about journal reports. Once journals are received by clients, they do have the ability to respond back.
Sometimes, you may have questions or concerns whilst on visits. If so, you can either contact clients directly or communicate your needs with the team via Slack. This article aims to provide suggestions on when to contact clients for help vs when to rely on other communication channels.
When to Contact Clients via Text/Call:
- Emergencies: In urgent situations like a pet’s medical emergency or if the pet has gone missing or encountered a dangerous situation, contacting the client immediately is appropriate. Prompt communication can help mitigate risks and provide necessary assistance.
- Safety Concerns: If you observe safety issues during a service or at the client’s home, such as a broken fence or an unlocked door, inform the client promptly. By doing so, you contribute to the well-being of the pet and help maintain a secure environment.
- Unresponsive Slack Communication: If your inquiries or concerns on Slack go unanswered, reaching out to the client via text or call can be an effective alternative. However, ensure that the matter requires immediate attention and cannot be resolved through other means.
- Cancellations or Changes in Service: If you arrive at a client’s home and find that the pet is not present, indicating a possible cancellation or change in the service, it is appropriate to contact the client. This helps maintain scheduling accuracy and ensures a seamless experience for both the client and the team.
When to Contact Team vs Clients:
We understand that especially for your first-time services with clients, you may have questions about the home, the pets, where things are located, etc. Please try to refrain from contacting the client for things like this! Here are some examples of when to avoid client calling/texting:
- Non-Urgent Inquiries: Avoid contacting clients for non-urgent matters, such as questions about locating items in the home or minor issues that can be resolved through collaboration with the team on Slack. Excessive texts can inconvenience clients and potentially disrupt their day.
- Operational Procedures: If you need guidance on operational procedures, such as properly fitting a dog’s harness or following specific instructions, utilize Slack to seek advice from the team collectively. Collaborating within the team helps foster a supportive environment and encourages knowledge sharing.
The responsible use of client phone numbers is crucial in maintaining professionalism, respecting clients’ privacy, and building trust. By adhering to the best practices mentioned above, we can strengthen our relationships with our clients and provide them with exceptional pet care services.