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Best dog walkers and pet sitters in Columbus Ohio

Service Guidelines & Best Practices

At Hands N Paws, delivering exceptional service is our top priority. This guide outlines best practices for understanding, preparing for, and successfully completing pet care services while maintaining our high standards of care.

The Service Checklist: A Key Resource

We provide interactive checklists to help you deliver thorough, consistent care during every service. These tools are designed to streamline your workflow and ensure no important task is overlooked.

Accessing the Checklists

Checklist Benefits

While using our checklists is optional, team members who consistently use them report higher client satisfaction scores. The checklists help maintain quality standards across different team members and ensure all core service elements are completed.

How to Use Effectively

Combine the general checklist items with client-specific notes from their Precise profile. This approach ensures you cover both standard expectations and personalized care requirements for each pet.

Service Duration Guidelines

Meeting Time Expectations

Always aim to fulfill the full duration of each scheduled service. Client satisfaction directly correlates with receiving the complete time they’ve booked and paid for. While we understand that first visits with new clients may naturally take longer as you familiarize yourself with the pet and home environment, consistently exceeding the scheduled time may indicate a need to adjust future booking lengths.

If you find yourself regularly needing to extend visits due to the volume of duties, please communicate this to your Team Lead. We proactively review service patterns and will work with clients to adjust service times when necessary to ensure fair workload expectations.

Pre-Service Preparation

Reviewing Service Details

Before each service, carefully review all available information:

  • Check the service box on your My Schedule page for specific notes and duties
  • Thoroughly read the client/pet notes in Precise Petcare for routines and special instructions
  • Note any special medical needs, behavioral considerations, or home access details

New Client Preparation

When serving a new client for the first time:

  • Review all Precise Petcare notes in advance, paying special attention to home access and pet routines
  • Ask questions in Slack #questions where other team members may have valuable insights
  • Allow extra time for your first visit to ensure all duties are completed thoroughly
  • Contact the client directly if any details remain unclear after checking all resources

Service Execution Best Practices

Utilizing Help Resources

Maximize your effectiveness during visits by leveraging our support tools:

  • Service Checklists: While optional, our Regular Service Checklist and Overnight Stay Checklist help ensure consistency and thorough care
  • Precise Notes: Combine checklist items with client-specific instructions for personalized service
  • Real-Time Support: Access Slack #questions during visits if questions arise

Protocols for Specific Services

Cat Care Services Typically Include:

  • Feeding according to dietary requirements
  • Fresh water replenishment
  • Litter box maintenance
  • Playtime and exercise
  • Health monitoring and grooming
  • Medication administration if required
  • Affection and attention

Dog Walking Services Typically Include:

  • Leashed walks for exercise and stimulation
  • Potty breaks and fresh water
  • Treats (when permitted)
  • Basic training reinforcement
  • Safety monitoring throughout
  • Post-walk updates

Overnight Stays Requirements:

  • Compensation: $70 per night (pre-tip), with holiday premiums when applicable
  • Duration: 8-10 hours including evening and morning routines
  • Communication: Two journal updates required (evening and morning)
  • Checklist: Use our Overnight Stay Checklist for comprehensive guidance

Handling Service Challenges

Support Resources Hierarchy

When facing difficulties during a service, utilize these resources in the following order:

  1. Slack #questions for real-time team support
  2. Client Contact for urgent or unresolved issues
  3. Team Support Center for policy information

Vacation Service Considerations

For clients away on vacation (indicated by the suitcase icon/context in service boxes):

  • Collaborate closely with other team members serving the same pet
  • For final services in a series, ensure the home is tidy and welcoming for the client’s return
  • Communicate any behavioral changes or concerns through both journals and team channels

By following these guidelines and utilizing all available resources, you’ll deliver the outstanding service that defines the Hands N Paws experience. Remember that your Team Leads and fellow team members are always available to support your success.

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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! 🐾