u/lem0nybiscuit

Hey all,

So I have these clients who have been with me for almost 2 years now. They used to be irregular but for the past year, they’ve been a repeat client twice a week. They’re mostly kind.

They used to be the WORST with cancellations. Like so bad- always on the day of, either owner’s illness (always a cold- looking back, now sure why this warrant a cancellation), a booked vet visit, a booked photoshoot for the dog… a lot of excuses that definitely could’ve been told much in advance. Except being ill, although they pulled it a lot and always on the morning/ few hours before. I messaged them to say that how this affected me, and to please give heads up- they said they understood.

So I implemented a cancellation fee and updated my policy a year ago. They read and agreed it. Anyway, the still tried to pull it few times (again- last min) last winter and I’d remind them of the cancellation fee, and then they’d un-cancel..?

This year, there’s already been two instances where they tried to cancel for various seasons (usually changed WFH schedule, friend can walk the dog etc) last minute and would again- uncancel- if I reminded them of the fee. My fees are as follows:

72 hours or more notice: full refund

72-48 hours notice: 50%

48 or less: no refund.

Today, they messaged me at 10pm to say that the dog won’t need his regular walk on Wednesday- this is technically 63 hours before the walk, therefore a 50% cancellation fee would apply. It kind of really got to me this evening,because I don’t want to sound like a broken record and remind them of the fee again, incase they contest it. It makes me feel like I’m being petty or in the wrong. I can be forgiving to regular clients as a one off, but this has now become such a pattern and I hate having to remind them, because otherwise they probably will ‘forget’ to pay despite having a pdf of my policies. They tried to do similar (just over a day before the walk) last week but surprise- kept the walk after I mentioned the fee. This was because one of them decided to wfh.

I know the most forward thing to do is just say ‘no problem! Just a reminder, a cancellation fee will apply etc etc’ but I’m sick of reminding them, and worried that they’ll kick off since their notice is ‘close enough’ to 72 hrs. I was double checking their payments in the last few months and have also noticed they haven’t paid three cancellation fee- two in autumn when they were ill (they told me they had transferred for the week) and for a walk just before Xmas, where they literally let me know few hours before. I sent them a message politely reminding them of the fee and why the fee is in place- turns out they just left this on read and I saw that their next message was weeks after, just resuming our walking schedule after Christmas break. So I’m extra stressed to ask for these very late payment too.

Any advice please? I love this dog so much and the owners are mostly polite and nice, just often inconsiderate. Thanks for reading :(

Edit: I’ve messaged them saying that’s fine but a cancellation fee will be applied as it’s less than 72 hrs- to which they’ve replied ‘oh we thought we wouldn’t be charged with a 3 days notice?’

I’m not sure if they’re deliberately ignoring that I measure by hours not days, or being tactful with their words 😭

Hey all,

I have these clients ( a couple)- I’ve know them for nearly two years and they are so good to me. I’ve dealt with some unpleasant clients previously so I’m grateful for people like them.

They’re not super regular but I see the dog often enough. Usually when they request it’s really last minute like a day before or the day of, and I try my best to fit them in if possible. There’s usually a sense of chaos when they book because they’re getting things sorted last minute.

They booked me last Tuesday for 2hr walk tomorrow (a week after). However, the husband messaged me yesterday to ask whether I can walk her on Monday (today) instead. It’s bank holiday, so I told them I’m away/ can’t. He apologised and asked to cancel our upcoming walk tomorrow as she no longer needs a walk (I think they were trying to go to an exhibition).

The thing is, they have a new born who is 3 months old. Things are still probably chaotic, so I’m wondering if I should give the grace for this. I think they’ve cancelled last min once since knowing them, and changed the booking (from walking to drop in- the dog was ill) last min too. The husband always offers to pay for the discrepancy, but I waived them previously. They even offer to bring me takeout coffee / matcha whenever I do a drop in for the dog 🥲

I’m wondering whether it would be a good idea for me to give a soft final warning- with the newborn, I’m inclined to waive just one more time but also send them a heads up about letting me know in advance next time (no problem with cancelling X tomorrow! Please let me know 3 days in advance going forward as it prevents me from booking other requests etc…). They have my policy, so wouldn’t be an unreasonable request.

Any help is much appreciated! They’re so kind to me so I want to keep them as happy as possible. Thanks so much!