Professional Risk Management Do's and Don't's: PS Don't go Naked!

Seems like every week or two I read a headline online about a pet sitter or dog walker claim that makes me pause and say "he or she did what?" Fortunately, many of these are not claims from PSI members, but they do get people's attention and also give the pet-sitting industry a bad wrap. And unfortunately, there have been a few claims from PSI members that are similar from which we can all learn. So for this briefing, let's take a look at some of the Do's and Don't's when it comes to being a trustworthy professional pet sitter. Also, if you utilize employees or independent contractors in your business, I highly recommend sharing this information with them so you can prevent future claims like this in your business.

The Don't's 
Let's begin with some of the most obvious unprofessional actions a pet sitter can avoid, most of which probably goes without saying. When a client gives you a key to their home and places their pets in your care, their expectation is that you will show up, come into their home and take care of their pets. Don't come with the expectation that you can show up only when you want to, bring whoever you like with you, eat or drink their food if you want to, smoke in their home if you want to, have a party with all your friends if you want to, do your personal laundry if you want to, cook a meal if you want to, steal their prescription drugs or antique jewelry if you want to, or have intimate relations with your significant other if you want to. Unfortunately, we have seen all of the above occur over the years. Here are 10 claims examples aka " The Don't's":

1. The client returned home from vacation early and found a pet sitter and her boyfriend having sex in the master bedroom.
2. Pet Sitter brought her boyfriend with her to the client's home. The boyfriend invited more friends over to join them for a party. Upon arriving home client found the home a mess and several personal items missing.
3. The sitter spilled wine all over the client's bed.
4. The sitter was contracted to do overnights in the client's home. When clients came home they found the following damage: stains on the carpet, couch, and drapes and the entire home smelled of cigarette smoke, the dishwasher was broken, and crates of fruit and various drinks had been consumed.
5. Pet Sitter stole the client's prescription drugs.
6. Pet Sitter was making tea at the client's home and turned the stove up to the highest setting, resulting in the pot melting and broken stovetop glass that had attached to the bottom of the tea kettle.
7. IC took their grandson with her on her daily visits. Grandson stole various merchandise from three clients' homes.
8. Sitter walked into the client's home with muddy shoes staining the carpet, then used bleach cleaner to try and remove it, causing even more damage to the carpet.
9. The sitter brought her own dog over to the client's home. The sitter's dog attacked the client's dog.
10.  The client left the nanny cam on and watched in horror as the dog walker paraded around naked throughout the home, sitting on furniture and beds, and inviting their boyfriend over to join her. She was scheduled to do 30-minute walks, but the nanny cam showed she simply let the dog out for a couple of minutes to use the bathroom.

I think most would agree that all of the above occurrences are less than professional. But now let's consider those times when your schedule is full and you find yourself running from one client's home to the next (in some cases this could be an everyday occurrence!). How you and your team treat your clients and their pets is what separates you from the amateurs. Please be sure to take your time and be present with your client's pets. Here are some examples of "Don't's"  when you are rushed or tired or both:

1. In a hurry, the sitter neglected to read the client's instructions not to let dogs roam in a particular area of the home. Dogs chewed up the carpet and leather recliner.
2. Pet Sitter failed to show up to take care of the client's cat for 7 days. The cat became sick and needed emergency vet care.
3. After the walk, the sitter was in a hurry to get to the next job and neglected to clean mud off the bottom of the dog's paws. The dog tracked mud all over the carpet and on the client's couch.
4. Pet Sitter was having a hard time getting the dog back inside and was in a hurry. She finally got the dog in and shut the door, but neglected to put the dog back in the crate. Upon returning she found the dog had chewed up a throw rug and used the bathroom on another carpet.
5. In a rush, the sitter closed the door to the client's bedroom and did not realize they locked the cat in the room. Cat urinated on the mattress and clothing.

The Do's
Now let's turn our attention to some things you can do, "The Do's", to keep from having claims occur in your business:

First, sit down with your prospective clients and utilize a checklist or survey of the pet(s) prior to performing any job. I recommend not only asking about the basics such as feeding schedule, vet info, medications, and allergies, but also the following:

1. Are there any rooms in the house furnishings that are off-limits to the pet(s)?
2. Has the dog(s) ever bitten anyone?
3. How does the pet react during thunderstorms?
4. Is there a suggested route to take when walking the dog(s), to avoid any unfriendly pets or neighbors?
5. Has the pet ever run away or gotten out of the fenced yard?
6. Does the pet ever use the bathroom in the house, other than the litter box? If so, what cleaning supplies should be used on carpets/floors/furnishings?
7. Does the pet like to chase cars, and other pets? Does he or she ever run into the street?
8. Does the pet like to chew furniture or walls, etc.? Do you have chew toys that they prefer?
9. Is the pet highly sensitive to temperature?
10. If more than one pet is in the home, do they ever fight or do they need to be separated?

Second, Treat every client's home as if they have a nanny cam! More and more homes today contain cameras. Therefore best for you and your team to perform your duties as if the client is watching your every move. Consider taking a checklist with you or creating one for your employees or IC's to utilize which details all of the above information on your client's pets. Be sure all toilets are working properly before using and make sure you never leave the water running in a toilet or sink or hose before leaving the client's home. Take your time and follow instructions! Treat the client's home better than you do your own.

I'm sure I have missed some others, but the key is to communicate with your clients and ask questions. By doing so you will reduce your liability exposure and separate your business from the novice dog walkers out there.

PS Don't go Naked!

Questions?

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