How to Screen Prospects as a Pet Service Professional

As pet service professionals, we’re often presented with the difficult choice of whether or not to accept a new client.

After all, there’s so much to consider! And even if you really want to take the client, you may still have a lot of questions that need to be answered before you commit to the job.

For many years, whenever someone wanted to hire me to help them with their dog’s behavior, board their dog, walk their dog, or pet sit for them, I was besieged with any number of random thoughts and questions, which inevitably led to a mild sense of anxiety and feeling of overwhelm.

• Can I successfully complete the job?
• Am I comfortable with this case?
• Is this dog dangerous?
• Does the client live nearby?
• Do I have good rapport with this client?
• Would I enjoy this job?
• Could this turn into a long-term job?
• Do I have room in my schedule?
• Does the client have realistic expectations?
• Is the client likely to do the homework?

And on and on…

After taking on waaay too many stress-inducing cases and clients, I realized that I had to get better at screening my clients up front.

I couldn’t wait to ask all of my questions at a meet-and-greet or in-home evaluation. After all, sometimes I’d have to wait two or more weeks to schedule an in-person meeting.

I didn’t want to make other prospects wait to meet with me.

I also realized that it wasn’t fair or kind to get the client’s hopes up if I had even the tiniest doubt as to whether or not I’d be able to take the job.

So, I sat down and created my first list of screening questions.

Screening Questions

Screening questions are a critical first step. These are the “make or break” questions that allow you to determine immediately if you’ll be able to accept a new prospect as a client.

The type of questions you ask will be unique to you. They depend on the type of service you provide, your specialty, your values, your requirements, safety concerns, and whatever criteria are most important to you.

Take some time to write up your list of screening questions. Think of this as your list of requirements. All of your requirements must be met in order to get to the next step: scheduling the in-person meeting.

Brainstorm your screening questions. Discuss them with a trusted friend or partner. Remember that your questions are helpful to you and your client. It’s in your prospect’s best interest to find the best fit for them and their pet.

Here’s a list of screening questions you might ask if you board dogs in your home.

• Is your dog friendly with other dogs? Small and large?
• Does he have any behavior concerns? Separation anxiety, resource guarding, chewing, digging, counter surfing, or escapist tendencies?
• How large is your dog? (This matters if you only take dogs of a certain size)
• Does your dog require prescription drugs, or special care of some kind?
• Is your dog comfortable with cats? Has he ever been around cats before?
• Does your dog have any dietary restrictions or dietary requirements?
• Will you need your dog transported to the vet or groomer during his stay with us?

Inevitably, when you screen carefully and thoroughly, you’ll learn things about the client and/or pet that keep you from being able to accept the job.

As disappointing as that is for you and the client, it’s so important to realize you’re not the right fit for them up front…rather than get their hopes up, schedule them for an in-person meeting, and then have to decline them at that time.

In-Person/Pet Meeting 😊

If the client meets your screening requirements, the next step is to schedule the in-person evaluation, consultation, or meet-and-greet.

Whether the client comes to you, or you travel to the client, you need to gather enough information by the end of the meeting to decide whether or not you can accept them as clients.

So how do you decide which jobs to take, and which ones to forego, or refer out to another pet service professional?

How to Decide Which Jobs to Take:

• Take jobs you’ll enjoy! You’re more likely to put forth your best effort into jobs you like.
• Take jobs that are similar in scope to past jobs that you’ve successfully resolved.
• Take jobs that will require you to expand your skills and knowledge (but won’t overwhelm you).
• Take jobs that work with your schedule.
• Take jobs you’ve seen other trusted teachers/mentors resolve successfully, (as long as you have a firm understanding of how to teach the behavior or resolve the concern).

Here’s a helpful tip! If you decide to refer the job to a trusted colleague or mentor, ask this person if they will allow you to shadow them as they work with the client and dog.

Chances are they will be more than happy to have you ride along. They might even appreciate having your assistance with the task at hand!

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