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Accessing & Understanding Client Profiles

What’s covered in this article! 👉

The Profiles Tab (Profiles > Clients) is your command center for delivering safe, precise, and professional pet care. This guide will show you how to leverage the Client and Pet Profiles to ensure every visit is a success.

Our Core Philosophy: Informed Care is Quality Care

A thorough review of both the client and pet profiles is the non-negotiable first step for every single visit. This practice:

  • Prepares You: You know exactly what to expect before you arrive.
  • Protects You & the Pet: You’re aware of health needs, behaviors, and home hazards.
  • Ensures Consistency: It allows us to deliver the high-quality, reliable service our clients expect.

Client vs. Pet Profiles: Your Two Sources of Truth

It’s crucial to understand the difference between these two interconnected profiles.

  • Pet Profile: The “Who and What”
    This profile contains all the detailed care instructions, routines, and health information for a specific animal. This is your “how-to” guide for ensuring the pet’s safety, health, and happiness on a given visit.

What’s Inside the Profiles? A Detailed Look

Client Profile Contents (Profiles > Clients)

SectionWhat You’ll FindWhy It Matters / What To Do
📋 Details• Client name(s) • Pet profiles listed • Phone number • Email addressQuick contact and overview of who you’re visiting. Review this before heading out.
🏡 Address• Home address where services take placeDouble-check you’re going to the correct location! Use GPS and confirm any parking notes.
🏢 Office Only• Recent journals from previous visits completed by other team membersRead these (by clicking on the journal symbol) before your first visit (or when covering) to learn routines, tone, and past experiences. Great for continuity of care.
👥 Additional Contacts• Emergency contact(s) for clientReference if you can’t reach the main client during an emergency.
🔑 Home Access• Entry method (lockbox, door code, garage, etc.) • Alarm system info • Entry quirks or security notesAlways review before the visit so you know exactly how to get in safely and correctly.
✅ Checklist• Communication preferences • Journal expectations • Any special client requestsHelps tailor your visit updates and ensure you meet client expectations.
🏠 Home Information• General home notes (supplies, off-limit areas, lights, thermostat, etc.)Review for any home-specific do’s and don’ts.
🐾 Veterinarian• Vet name, clinic, and contact infoCritical for emergencies — know where to call if immediate care is needed.

Pet Profile Contents (Profiles > Clients > Pets tab)

SectionWhat You’ll FindWhy It Matters / What To Do
🐕 Pet Overview (Top of Profile)• Pet’s name • Owner’s name • Type of pet • Breed • Birthday • Checklist (key notes like walk/weather preferences) • Profile photoGives you a quick snapshot of who you’re caring for. Use the checklist to prep for walks and environmental sensitivities (heat, cold, etc.).
🎨 Additional Information• Markings / coloring • Gender • Spayed or neutered status • WeightHelps identify the pet and understand physical needs (e.g., harness size, lifting precautions).
📝 Notes Section• Personality overview • Potty routine • Food & water routine • Treat routine • Commands & tricks • Walking gear • Walk routine • Favorite toys • Favorite hiding spots • Mischievous behavior & what to do • Accident protocol • “Here’s How It All Comes Together” (rundown of a full visit)This is the most detailed section — review it before every visit! It tells you how to personalize care and what a full service should look like from start to finish.
🩺 Medical Section• Shot records • Flea/tick/heartworm status • Medical concerns • Medication routine • Emergency proceduresAlways check this for pets with known conditions or meds. Know what to do and who to contact in an emergency.

How to Access Profiles: Two Simple Methods

1. From Your ‘My Schedule’ Page (Most Common)

Use this when preparing for an upcoming visit.

  1. Go to your ‘My Schedule’ page.
  2. Find the service box for the visit.
  3. Click on the client’s name (it’s hyperlinked). This opens their full Client Profile.
  4. Click the Pets tab (or paw icon) at the top of the page to view all linked pet profiles.

2. From the Client Profiles Directory

Use this to look up a past client or prepare for a new one.

  1. Navigate to the main Client Profiles page (Profiles > Clients).
  2. Use the search bar or dropdown menu to find and select your client.
  3. Once in the client’s profile, click the Pets tab (or paw icon) at the top of the page to view all linked pet profiles.

Configuring Your View:
Once on the Clients page, you can toggle between two views:

  • Profile View: Shows one client’s full information at a time. Use the dropdown menu to switch clients.
  • Table View: Shows a list of all your clients. Click the down arrow on a client’s row to expand and view their details and pets.

Never accept a visit without first reviewing both the Client and Pet Profiles. Skipping this can lead to unexpected access issues or unpreparedness for a pet’s specialized needs.

Managing Profile Information: Updates and Edits

Information changes, and the system makes it easy to stay current.

How to View Recent Updates

We notify you of profile changes in two key ways:

  1. Real-Time Email Notifications:
    • If a client you are scheduled with makes updates to their profile, you will automatically receive an email notification.
    • This email will alert you that a change has occurred and specify where in the profile the updates were made.
  2. In-App Update History:
    • You can also see a full history of changes directly within any profile.
    • Navigate to the profile and look for information fields marked with a red symbol (e.g., x1). This indicates an updated field, and the number shows how many times it was changed.
    • Click the red symbol to open a pop-up window showing the details of the update and what the previous information was.

How to Edit a Profile

If a client gives you a new lockbox code or a pet’s routine changes, you can update it directly in their profile.

  1. Go to Profiles > Clients and find the client.
  2. At the top of the profile, click Actions > Edit.
  3. Scroll down and click Save to confirm.

Pro Tips for Success

  • Help Keep Profiles Organized: You play a key role in maintaining data integrity. Update profiles clearly and accurately when needed, and report any inconsistencies. Well-organized profiles ensure a smooth experience for the entire team.
  • Your Success Hinges on the Profiles: The accuracy and quality of your service are directly linked to how well you follow the notes provided in the client and pet profiles.
  • Study Profiles Proactively: Always review the profiles before you hit “Accept” on an open service. This ensures the visit is a good fit for your skills, schedule, and location.
  • Refer to Notes During Visits: Don’t just read notes once. Check them multiple times throughout your visit to ensure you are following all instructions precisely.
  • Flag Any Mismatches Immediately: If you notice a discrepancy between the pet’s actual routine and what is written in their profile, message in Slack immediately so we can clarify with the client and update the official record.

For more info on Client & Pet Profiles, check out Precise Petcare’s Guide.

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! 🐾