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Handling Client Concerns & Complaints

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This article provides a clear, professional framework for addressing and de-escalating client dissatisfaction. The goal is to resolve issues effectively, maintain trust in the client relationship, and uphold the company’s reputation. Remember — when handled well, a complaint can actually strengthen client loyalty.

The Golden Mindset: It’s Not Personal, It’s Operational

When a client is upset, they are providing feedback on a service or an outcome, not on you as a person. Your role is to be the calm, professional problem-solver. Do not take the complaint personally or become defensive. Your empathy and competence can turn the situation around.

The L.E.A.R.N. Method for De-escalation

Follow these steps in order for any concern or complaint, whether it comes via text, phone, or email.

1. L – Listen Fully

Your Goal: Understand the root of their frustration. Are they scared for their pet? Feeling unheard? Did a standard of care slip?

  • Do NOT interrupt. Let them vent and explain the entire situation.
  • If on the phone, use active listening cues: “I see,” “Okay,” “I understand.”
  • If via journal comment/text/email, read their entire message carefully before drafting a response. Acknowledge every point they make.

2. E – Empathize Sincerely

This is the most powerful step to diffuse anger. Validate their feelings before you jump to solutions.

  • Start your response with one of these phrases:
    • “Thank you for bringing this to my attention.”
    • “I can absolutely understand why that would be so worrying.”
    • “I hear your frustration, and I am so sorry you’re feeling this way.”
    • “I would be concerned too if I were in your position. Thank you for telling me.”

3. A – Apologize & Acknowledge

Take ownership of the situation. An apology for their experience is not an admission of gross fault; it’s an expression of regret that they are unhappy.

  • Use “I” and “We” statements:
    • “I apologize that our communication wasn’t clearer, which caused confusion.”
    • “I’m so sorry we fell short of your expectations during that visit.”
    • “I’m sorry that [Pet’s Name] wasn’t themselves, and that caused you stress.”

4. R – Resolve & Recap

Now, state the solution clearly. This is where you show you are competent and taking action.

  • For Minor Issues (e.g., missed a plant watering, forgot a specific note):
    • “I will [specific action] immediately. For example, I will head back over now to water those plants and double-check the lock.”
    • “Moving forward, I will set a reminder on my phone to ensure we never miss [that task] again.”
  • For Larger Issues or Any Uncertainty: THIS IS THE MOST CRITICAL STEP.
    You must escalate to management. Do not try to handle serious complaints alone.
    • Your Script: “To make sure this is resolved in the best way possible, I am immediately looping in [Manager’s Name]. They will be able to assist you directly and will be in touch within the hour.”
    • Then, you MUST actually contact your manager in Slack immediately.
  • Recap the Plan: Consider summarizing the next steps so the client feels secure.
    • “So, to recap, I am [taking this action], and [Manager’s Name] will be contacting you by [specific time] today.”

5. N – Next Steps & Follow-Up

Ensure the client knows the complaint has been taken seriously and that there is a clear path to closure.

  • Set a Timeframe: “We will be in touch with you by [e.g., end of day today].”
  • After the issue is resolved, a final, positive message from you can rebuild immense goodwill.
    • “Hi [Client Name], just wanted to say it was a pleasure seeing [Pet Name] today. He was back to his playful, happy self! We look forward to seeing you both again.”

When to IMMEDIATELY Escalate to Management

Do not proceed through the L.E.A.R.N. method alone if you encounter any of the following scenarios below. Escalate immediately after the “Listen” step.

  • The client is furious, yelling, or using abusive language.
  • They are threatening to leave a negative public review or post on social media.
  • They are demanding a refund, discount, or other financial compensation.
  • The complaint is about a serious incident (e.g., pet injury, lost pet, property damage).
  • The client asks to “speak to the owner/manager.”
  • You feel uncomfortable, unsafe, or unsure how to resolve the situation.

Your Immediate Escalation Script:

“Hi [Client Name], I hear you, and I am so sorry for this experience. To ensure this gets the full attention it deserves, I am immediately looping in [Manager’s Name], our manager. They will be able to assist you directly and will be in touch within the hour. Thank you for your patience as we work to resolve this for you.”

Sample Scenarios in Action

Scenario 1: The “Missing Snack” (Minor Issue)

  • Client Text: “Hey, I just saw on the camera you didn’t give Buster his after-walk treat. It’s right there on the counter. That’s his favorite part!”
  • Your Response (using L.E.A.R.N.):
    • Listen & Empathize: “Hi [Client]! Thanks for letting me know. I totally understand, that treat is the highlight of his walk!”
    • Apologize: “I’m so sorry I missed that—the counter was clear when we came in, so it must have been tucked away.”
    • Resolve & Next Steps: “I am heading back to my car now, and I will pop right back in to give it to him with some extra pets. I’ll send you a photo! I’ll also double-check that spot specifically on all future visits. Thanks again for the quick heads-up!”

Scenario 2: The “Angry about a Mess” (Requires Escalation)

  • Client Email: “I am absolutely furious. I came home to find my carpet destroyed because my dog clearly had diarrhea and no one bothered to clean it up properly. The smell is horrific. This is unacceptable and I demand a refund for the entire week.”
  • Your Response (Listen, then Escalate):
    • Listen & Empathize: “Hi [Client Name], thank you for reaching out. I have read your email completely, and I can absolutely understand your fury and frustration. Coming home to that situation is not the experience we ever want you to have, and I am so sorry.”
    • Escalate Immediately: “To ensure this is handled appropriately, I am immediately looping in [Manager’s Name], our founder. She will be in touch with you directly within the hour to discuss this further and work towards a resolution. Thank you for your patience.”

By following this structure, you ensure every client feels heard and valued, even when things go wrong. This professional approach protects you, the team, and the business, and turns a negative situation into an opportunity to demonstrate our unwavering commitment to client care.

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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! 🐾