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The Basics of Client Communication

What’s covered in this article! 👉

Effective communication with clients is essential for building trust, ensuring pet safety, and delivering on our mission of peace of mind. This article outlines the Hands N Paws standards for all client interactions.

Our Golden Rule: Team First, Client Second

For almost all questions or uncertainties that arise before or during a visit, your first step should be to ask the team in Slack. Leaning on each other’s experience is how we ensure consistency and prevent clients from being bothered with mundane questions.

Use Slack to ask the team about:

  • Locating leashes, food, or supplies in the home.
  • Clarifying care instructions or operational procedures.
  • How to use specific equipment (like a harness or pet door).
  • Any non-urgent question that does not impact the immediate safety of the pet.

Main Method of Client Communication: Journal Reports

Your primary method of communicating with clients is the journal report, submitted after every service. This is the cornerstone of the client experience, providing a detailed update and proof of care. Journals are the formal record of the visit and are the primary way we give pet parents peace of mind.

Clients can, and often do, reply to journals with comments, questions, or thanks. When they do, please respond professionally and promptly within business hours.

Key Principles for Journals

Transparency Over Perfection
Always prioritize an honest and timely update over crafting a “perfect” story. If something unexpected happens—like a spilled water bowl or a pet who refuses to eat—note it factually and kindly. For example: “Bella wasn’t interested in her lunch today, so I left a note for you on the counter. She was otherwise her happy, playful self!” This honesty builds trust and keeps everyone informed.

Send Promptly
Journals should be completed and sent within 10-15 minutes of the service ending. This immediate update is a core part of the client experience, providing instant peace of mind that their pet is safe and cared for.

Craft a Detailed Narrative
The written portion should provide a specific and caring account of the visit. Avoid generic phrases. Instead of “We had a good walk,” describe the experience: “Max and I enjoyed a sunny 20-minute walk around the neighborhood. He was especially curious about the squirrels in the park and drank eagerly from his bowl when we returned.”

Let Photos Tell a Story
A great journal photo does more than just show the pet. Capture a moment that reflects their personality or the activity you shared—a happy pant after a walk, a contented nap in a sunbeam, or a curious glance during playtime. Ensure the photo is clear, well-lit, and focuses on the pet. Click here for more tips!

Contacting Clients Outside of Journals (via Text/Call)

Reserve direct client contact for situations that require immediate. Use phone numbers responsibly and respect client privacy.

Contact the client directly for:

  • Emergencies: A pet’s medical emergency, if a pet is missing, or a dangerous situation.
  • Safety Concerns: A broken fence, an unlocked door, or a potential hazard at the home.
  • Unresponsive Slack: If your urgent question in Slack goes unanswered and the matter cannot wait.
  • Service Issues: You arrive and the pet isn’t there, suggesting a last-minute cancellation or change.

Learn more here.

Direct client contact (call/text) is reserved for specific, urgent situations that arise during a visit and cannot be resolved by the team first.

Communication Methods & When To Use Them

MethodPrimary UseBest For
Journal ReportRequired after every service.The primary, detailed update for the client. The official record of the visit.
SlackInternal team communication.Asking questions, getting support, and clarifying details before contacting a client.
Phone Call/TextUrgent matters and escalation.Emergencies or time-sensitive issues that cannot be resolved first via Slack.

Summary & Key Takeaways

  • Journal after every visit. It’s our main channel for client communication.
  • Team First! Use Slack for questions; contact the client only for urgent issues.
  • Value transparency. Honest communication builds trust.
  • When in doubt, ask the team. We succeed by working together.

We are not accepting new clients until 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! 🐾