Well, it happened. We received our very first negative review. Two stars in fact. Ouch!
The Good: The meet & greet went well and dog walking visits were off to a great start. On our end, Andrea really enjoyed spending time with the dog and always gave a fun report about their time together.
The Not-So-Good: Our reviewer was not comfortable with our key policy and preferred instead, to rely on a key lockbox to be left on his property which was also accessible by 3 other in-home services.
That’s the gist of the review, and once we got past the initial sting of it, we’ve recognized it as an important opportunity for us to talk more about our key policy and what it means to our clients, and their precious furry families.
We require two working sets of keys. They do not have to be given to us during the meet & greet, but we do need them prior to beginning our service. We adhere to this policy at all times, with every client.
We will not leave keys hidden on clients’ property, in a plant pot, under a mat, or in a lockbox, and we do not share keys with other parties...including other in-home services. We don’t attract attention by searching for and re hiding a key, or entering a code in a hidden or visible lockbox.
In short, our key policy is in place so that we can guarantee a professional, reliable, and consistent service to all of our clients. We treat our clients’ keys ethically, and professionally and have well thought out, detailed policies and procedures in place to protect clients’ anonymity, privacy, and security, and to be able to maintain a pet visit schedule that is uncompromised. Even in a pinch. Even in an emergency.
Exactly one month ago, I received a call from a frantic nanny who worked for one of our regular clients. Actually, frantic is an understatement. She had the old “hide-a-key” arrangement with our client, and never actually had her own key. Apparently, she also did not have a back up plan in place for an emergency...or an accident...because those never happen. Long story short, what I was able to hear between her hyperventilating and panic, is that she was locked out of the house and the baby was locked inside the house. No key, no backup plan. Our clients, who were already beginning their workday alllllll the way in Alpharetta, asked her to call me...their pet sitter.
Because we have a key policy that can be counted on.
Without skipping a beat, I was able to let the nanny into the house within minutes...thankfully, the baby was still napping peacefully. I was even able to lend her my key for the rest of the day, because (per our key policy) I had a backup key securely locked in a key safe back at my office. Whew. I guess you could say, our key policy saved the day.
I was able to breathe easy that day because I remained 100% accountable for every aspect of my job. Had we made an exception to our key policy and shared the hide-a-key with the nanny (and anyone else who had access to it), I would have spent the afternoon hyperventilating alongside her, simply because she did not put the key back in its place. Instead, we were able to complete our scheduled dog walk for that client that afternoon, as scheduled, and were able to focus on quality time with their (amazingly adorable) pup, Jazmine. Easy peasy.
No, we do not adhere to our key policy so we can let nannies who’ve locked themselves out back in...but thank goodness we can. We adhere to our key policy because we made a commitment to you and your pets that we will always be there for you when you need us, and our key policy allows us to honor that commitment. Even when your housekeeper mistakenly took your key home...to Roswell...yes that’s a thing, and it happens.
Why 2 keys? Simply put, an emergency for your dog walker does not constitute an emergency for your pet. Similarly, if there is an emergency with another pet that requires immediate attention, and therefore interrupts the original pet sitting schedule, our backup plan is triggered, another trained member of our team steps in (with your backup key), and your pet gets the attention they deserve...as scheduled.
We love what we do, and we take it very seriously. We aren’t accessing your home to perform a job that can be done later or tomorrow. We are showing up to care for your pet, your baby, your furry family. You don’t take chances on that, and neither do we. You can count on it. And there’s nothing bizarre about that.
You can read this and all other reviews in their entirety by visiting our page on Yelp.
If you feel inspired to write a review about a positive experience you've had with Whoa Doggy!, we'd be honored. Thank you again for allowing us to have the best job in the world.
Wags & Hugs,