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How to Communicate Difficult Updates

What’s covered in this article! 👉

During challenging visit situations, it’s important to approach communication with clarity, compassion, and professionalism. Addressing non-emergency but concerning issues promptly helps prevent small problems from growing and reassures clients that their pets are in attentive, caring hands.

The Golden Rule: Be Proactive, Not Reactive

Always inform the client of an issue before they discover it on their own by reading the journal. A direct message shows you’re on top of it.

When to Contact a Client Directly

Use this checklist. You should call or text the client directly (in addition to the journal note) if:

  • Health Concerns: The pet has vomited, has diarrhea, is limping, or is refusing multiple meals/snacks.
  • Behavior Changes: The pet is unusually lethargic, hiding, or showing signs of anxiety (like destructive chewing).
  • Appetite Changes: The pet is not eating or is eating significantly less than normal.
  • Minor Injury: A scratched paw pad, a small cut, or a torn nail.
  • Home Issues: You notice a leaky faucet, a malfunctioning appliance, or a door that won’t lock properly.
  • Logistics: You are running more than 15 minutes late for a visit.
  • Anything You’d Want to Know: If you were the client, would you want a direct message about this? If yes, then communicate it.

More Helpful Tips on When to Contact Clients Directly.

The “S.T.A.T.” Method for Delivering Difficult News

Use this template to structure your direct message (text or call). It’s professional, concise, and reassuring.

  • S – Situation: State the facts clearly and calmly.
    • “Hi [Client Name], it’s [Your Name] from Hands N Paws. I’m here with [Pet Name] and just wanted to give you a quick heads-up.”
  • T – Truth: Describe the specific issue without drama.
    • “I noticed that [Pet Name] didn’t eat his breakfast this morning and seems a little less energetic than usual.”
  • A – Action: Explain what you are doing about it. This is the most important part—it shows you’re competent.
    • “I’m going to [monitor him closely, try offering a bland snack like plain chicken, check his paws for injury, etc.]. I’ll make a detailed note in the journal and have our team keep a close eye on him during our next visit.”
  • T – Transition: Tell them what to expect next.
    • “I don’t believe this is an emergency at this point, but I will update you after the next visit. Please let me know if you have any concerns or questions!”

Example in Action:

“Hi Sarah, it’s Jamie from Hands N Paws. I’m here with Luna and wanted to give you a quick heads-up. I noticed she vomited once after breakfast, but it was clear and contained her food. She’s currently drinking water and resting comfortably. I’ve cleaned everything up and will monitor her closely throughout our visit. I’ve noted this in her journal and will send you an update after my evening check-in. She’s in good spirits, so I’m not overly concerned, but I wanted you to be aware.”

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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! 🐾