When you lose staff members, it’s always questionable whether or not they are going to take clients with them. It’s just the nature of the business. Your pet sitters are in your client’s homes, building trust and relationship with them. This goes even if you have a team-based model. Unless your clients are having a new pet sitter every day, chances are the client and your pet sitter will connect with each other. This is actually a great thing, because that pet sitter is representing your company, and you want to leave a good impression on the client. Today, let’s talk about how you can ensure that your staff aren’t stealing clients in your pet sitting business.
How To Make Sure Your Staff Aren’t Stealing Clients In Your Pet Sitting Business
One of the biggest reasons why staff may be able to steal pet sitting clients may lie in how you allow them to communicate. Many pet sitting software systems allow staff to send and receive messages through this system. This means that the client will never have access to the pet sitter’s email or phone number – which is a good thing! Allowing pet sitters and clients to communicate freely serves well to build their personal relationship, but bodes badly for building a professional relationship with your company. It causes the client to become loyal to the pet sitter themselves, and not necessarily to your company.
Even using Google Voice in this day and age is not ideal. It does well for hiding the staff member’s number, so it does protect their privacy, but it still allows the client and the staff member to communicate through text messaging. When I had my pet sitting company, it was a rule that staff members were only allowed to send care notes and nothing else. If clients replied with questions, they were to be forwarded to me and I would follow up with them. Not only did this eliminate information slipping through the cracks, but it allowed the client to build rapport with me and my company, rather than the staff member.
Hiring The Right Type Of Person
To make sure that your staff aren’t stealing clients, you have to make sure you’re hiring a certain type of pet sitter. You want pet sitters who are followers and not leaders. Pet sitters that are able to follow directions and who are loyal to you are your ideal. While leaders are admirable people, they are they most prone to leave and start their own company – surely taking your clients with them!
You also want to make sure you are hiring staff who have a high ethical standard, i.e. someone who would have difficulty stealing from others. This isn’t always an easy trait to recognize in pet sitting applicants, so I urge using outside resources. One great resources is the Orion Test. It’s a personality test that you can give to pet sitting applicants that will allow you to find out information about them – like if they’re prone to steal! It is scary accurate and truly a necessity in the pet sitting hiring process.
Keeping Up Morale
Another crucial way to ensure that your staff aren’t stealing clients, lies with you as “the boss.” 🙂 I’m talking about making sure your staff know they are appreciated! Your staff should always feel that you think very highly of them and that you have their back. Having a good relationship with your staff allows them to feel like they would never want to do anything against you. If you constantly clash with your staff, it makes them resentful, and ultimately more apt to take clients on the side – even if they have high ethical standards.
I’m not implying that you should be a push-over, but you should strive to have a a healthy and happy working relationship with your staff that is beneficial to everyone.
Keep in mind that while staff can steal clients, sometimes clients reach out to staff once their gone! The best way to see if this is happening is to track your client’s trend in booking. If you notice that it has decreased or completely stopped after a staff member that serviced them has left, you may have some additional research to do.