How Thoughtful Policies Help Dog Walkers and Clients Build Long-Term Relationships: A Look Behind the Scenes at Trails and Tails Dog Walking
At Trails and Tails Dog Walking, we pride ourselves on creating policies that not only make life easier for our walkers, but also ensure our clients and their dogs receive the best possible experience. We know that a successful dog walking business isn’t just about offering great care for the dogs—it’s also about providing a supportive environment for our walkers, enabling them to stick with the job long-term.
Some of these policies may be easier for a company like ours to implement compared to an independent dog walker, but many of these strategies can still be adapted by individual walkers to create a more sustainable and organized business. Whether you're part of a dog walking team or an independent contractor, understanding the importance of policies that support both walkers and clients is key to building strong, long-lasting relationships. Here’s a closer look at the policies that help our dog walkers succeed and provide exceptional service to clients—and how they can help you, too.
1. Using Time Windows to Optimize Scheduling and Ensure Consistency
At Trails and Tails Dog Walking, we know that flexibility is key—but so is structure. One of the most important policies we’ve implemented to help our walkers manage their time and ensure they aren’t over-scheduled is our time window policy.
While it may seem like everyone wants their walk at noon, the reality is that spreading out our walks throughout the day helps ensure that we can accommodate everyone while still providing excellent service. We use the following time windows:
- 9:00 AM – 12:00 PM
- 11:00 AM – 2:00 PM
- 12:00 PM – 3:00 PM
- 2:00 PM – 5:00 PM
This system allows us to optimize our walkers’ schedules, so we’re not constantly running behind or stressing about fitting in last-minute requests. Although we try to accommodate specific requests for timing, we don’t guarantee specific times, which means our walkers don’t get stuck with unrealistic expectations.
For independent dog walkers, implementing a similar time window system can help you streamline your schedule and avoid the stress of conflicting requests. It also ensures that you don’t have to rush from one dog to another or disappoint clients by being late.
2. 48-Hour Cancellation Policy to Protect Walkers' Time
One challenge dog walkers face is last-minute cancellations that leave them with empty time slots. To prevent this, we have a 48-hour cancellation policy, which helps ensure that our walkers are compensated for their time and that we aren’t holding spots for clients who aren’t committed. This policy gives us the opportunity to plan accordingly and fill last-minute cancellations when possible.
For individual walkers, implementing a cancellation policy is just as important. By establishing clear boundaries around cancellations, you protect your time and income. As we’ve grown, we’ve found that this policy allows us to keep a steady flow of work while preventing unnecessary disruptions to our schedules.
3. Requesting Additional Walks with Two Business Days’ Notice
We understand that life happens and sometimes our clients need extra walks. That’s why we ask for at least two business days’ notice when requesting additional walks. While we always try to accommodate last-minute requests when possible, we never guarantee it or respond in less than two business days. This helps us manage our schedules efficiently, especially as our client base grows.
For individual dog walkers, setting clear expectations around additional walk requests can help you avoid overbooking yourself and feeling rushed. If you’re available for last-minute requests, great—but if not, make sure your clients understand when they can expect a response.
4. Stick to One Communication Platform to Stay Organized
One of the keys to maintaining smooth communication with both clients and walkers is using a single communication platform. At Trails and Tails Dog Walking, we use a system called Time to Pet, which allows us to track walks, manage invoicing, and communicate directly with both clients and management in one place. This eliminates the confusion of multiple communication channels (texts, emails, social media) and ensures that important messages don’t get lost in the shuffle.
For independent dog walkers, using a dedicated communication tool like Time to Pet. It ensures that you have one centralized place for tracking schedules and keeping in touch with clients, while allowing you to maintain a professional, streamlined approach to your business.
5. Credit Card on File for Seamless Payments
To keep payments simple and secure, we require a credit card on file for all of our clients. We don’t accept cash, checks, or Venmo, which can sometimes create confusion or delay payments. By charging after the walk is completed, we reduce the need for pre-payment, but still ensure we get paid for our services. This system also helps us manage any cancellations or missed payments in a clear and efficient manner.
For independent dog walkers, setting up a payment system that ensures timely compensation is vital. If you’re not using a platform like Time to Pet, consider using invoicing tools like Square or QuickBooks to make payments easy for both you and your clients. Having a clear, automated payment process ensures you can focus more on walking dogs and less on chasing payments.
6. Two Weeks’ Notice for Service Cancellations
To help our walkers maintain steady work and prevent last-minute disruptions, we ask that clients provide two weeks’ notice before canceling services, especially in the case of moving or other long-term changes. This gives our walkers time to adjust their schedules and fill their slots with new clients if necessary. It also reinforces the idea that, while we love what we do, dog walking is how our walkers make a living, and advanced notice helps everyone plan accordingly.
For independent dog walkers, setting expectations around cancellations is equally important. By encouraging clients to give as much notice as possible, you create stability in your schedule and avoid sudden gaps in income.
7. Holiday and Weekend Rates for Walkers
To show our appreciation for our dog walkers working during busy holiday periods, we charge an extra $10 for walks on holidays, which goes directly to the walker. Similarly, we charge an additional $5 on weekends. We also send a reminder email to clients about holiday rates a week in advance, ensuring there are no surprises.
For individual walkers, this policy can help you make the most of peak times like holidays and weekends. Offering a higher rate for these busy times not only rewards you for your hard work but also ensures you’re compensated fairly for working during times when many people are off.
8. Minimum of Two Recurring Walks Per Week
Perhaps the most crucial policy we have at Trails and Tails Dog Walking is requiring a minimum of two recurring walks per week. Post-COVID, we saw a surge in requests for sporadic, last-minute walks, which made it impossible to create a consistent schedule for our walkers. By setting this minimum, we ensure that our walkers have a steady stream of work each week, and we can better allocate resources and staff.
For independent walkers, this policy can be incredibly helpful for ensuring a steady income and minimizing the uncertainty of one-off walks. Encouraging clients to commit to regular schedules gives you the ability to plan your week more effectively and ensures that you can maintain a healthy work-life balance.
Conclusion: Long-Term Walkers with Thoughtful Policies
At Trails and Tails Dog Walking, our policies are designed to support both our walkers and our clients, creating an environment where everyone can thrive. By optimizing schedules, ensuring fair compensation, and setting clear expectations, we help our walkers maintain their passion for the job and deliver exceptional service to dogs and owners alike.
If you’re an independent dog walker, many of these practices can be adapted to suit your business. Whether it’s implementing time windows, setting a clear cancellation policy, or using a single communication platform, creating structure and consistency is key to building a sustainable, long-term dog walking business. At the end of the day, happy walkers mean happy dogs—and happy dogs mean happy clients!
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