I Quit! How to make a graceful exit.

You’ve dragged yourself out the door, into the car, and off to do a pet sitting visit. When you arrive, the house is a pigsty (see photos), and the owner didn’t leave any cat food. To top it off, the client often forgets to leave a check, and sometimes her check bounces. Could it get any worse?

Sometimes, you can talk to the client and the situation improves. But this time, you’ve had it; you just want out. There is no easy way to have a difficult conversation. With a little preparation, you can pave the way for a graceful exit. Your goal is to remain on good terms with the client. There's no good reason to burn bridges. It will just come back to burn you.

• Remember the owners love their animals. I learned the hard way on this one. Can you believe I told someone that her dog was whacko? She exploded, fired me before I could quit, and I felt like a complete jerk. I really liked the owner, but I was sick of dealing with the dog. I handled the situation in the worst way possible.

• Quit in person or over the phone. Email is the chicken way out. Plus, you can be sure the client will forward your nasty remarks to everyone she ever knew–proof in writing that you are the lowest kind of slime. I’ve made this mistake too.

• Be kind. Tell a white lie if you have to. No one wants to be criticized, and a person might lash out when her feelings are hurt. If you have to say something unpleasant, be ready for a backlash, or even a tirade. Grit your teeth and get through it without losing your temper, and you will be glad you did. The client will cool down later and realize you handled the situation with as much grace as possible.

• Be a good listener. Years ago when I was in the retail business, our employees went through a training class called “Attitudes for Success” where they learned how to deal with customers, especially angry ones, and end up with a pleasant outcome for everyone.

Here are a few ideas that have stayed with me all these years:

Repeat back what the speaker said to you, maybe rewording it a little. “Okay, as I understand what you said, you want to do this…” It is a sign of respect that you actually listened and tried to understand his point of view, even if you don’t agree.

Make him right. This validates the speaker and honors what he said. “ I see your point. Let me think about how to do things that way.” Don’t get defensive and argue. Let him have his say, and respond that you appreciate his input or opinion. And mean it. You may have to listen to a little constructive criticism here too.

If the client feels like you were sympathetic to what he said (even if he is dead wrong) he will come away with positive feelings from the conversation, even if the outcome isn’t what he wanted.

• Be helpful. Sometimes a client just isn’t a good match and another pet sitter will love them. Offer to refer them to new sitters, and maybe even introduce your replacement.

• Rehearse. Have a friend listen to you practice what you will say. Make a list and work from that. You’ll go into the discussion with a lot more confidence. If you can’t find a good listener, talk to your dog or the bathroom mirror.

• Say thank you. Thank the client for using your pet sitting service, and wish her the best of luck with her pets. Go out of your way to drop off the key. A little extra effort on your part softens the blow.

By planning ahead, you are more likely to handle an unpleasant issue with confidence and class.

© copyright 2009 Terry Albert

A passion for your business

I met a friend, Jan, for coffee this morning between pet sitting visits. She is a retired teacher who now has a business helping people get organized in San Diego. We have a common interest in horseback riding, which is how we became acquainted. As we chatted, I talked about several friends who are moving, and their struggles to get rid of junk, get the house ready to sell, and get packed. Jan showered me with advice to pass along to my friends.

It dawned on me that when I am out with people, I often talk non-stop about pets, training, and rescue. Jan was doing the same thing about the subject she loves. When you are passionate about what you do, your work spills into your everyday life and conversation. Her eyes lit up as I talked about file cabinets and plastic boxes, labels and shelf organizers.

My eyes lit up when she talked about her dog Wilbur, her search for a new horse and her neighbor’s goats. If you are laughing at us, I understand completely. But I bet you have a subject that gets you going too.

I have an entire section of my garage devoted to leashes, collars, dog dishes, flea control products, shampoos, toys, food and other dog paraphernalia. My friend Seana, the one who is moving, gave me freestanding stacking drawers that inspired me to actually sort everything, throw out the old things, and label each drawer so I can find what I’m looking for. And as an added bonus, I actually know what I have now, instead of just sticking my hand into an unknown pile of tangled “stuff.” I even created an area for the boarding dogs’ possessions. Each now gets his/her own drawer with leashes, toys, medicines and bowls.

When your business is slow, it’s a perfect time to get organized. Work will be easier when you’re busy if you get organized now. Go through the bag you keep in your car, the first aid kit and the pet section of your house. Donate or throw away what you don’t need. Be ruthless.

Pet sitting doesn’t seem so much like work when you are fulfilling your dreams, following your passion, and have an organized file cabinet :)

Visit Jan's website at http://www.atlastyoureorganized.com/

© 2009 by Terry Albert. All rights reserved.

4th of July: Beware of fireworks

The pet sitters' nightmare week has arrived. While the rest of the nation celebrates, we cringe. Shelters hunker down and wait for the strays to pour in. Pet sitters can't be at every home at the same time, so they must prepare for the noise and their client pets' unusual reactions.

In areas where fireworks are allowed, the racket starts as soon as the fireworks stands go up, and escalates until the big blowout on the 4th. Meanwhile, especially if you are in the midwest, summer thunderstorms terrorize sensitive animals in the same way.

What to do about sensitive animals and their fear of loud noises?

There are loads of articles about how to desensitize pets to the noise. But as pet sitters, we aren't in a position to do advance training. And we may not even know that the pet will react badly when the racket begins. Here are some tips to help you prepare your animals for a peaceful SAFE holiday:

• Turn on the TV or radio to mask the sound. Make sure it's not a channel broadcasting 4th of July concerts and fireworks shows! The Home Shopping Channel is a good choice. Even classical music radio channels are going to play the "1812 Overture", complete with crashing and booming. Animals can sense the atmospheric change when thunderstorms are coming, so this solution doesn't help as much for storms.

• Double check doors, windows and gates to be sure they are securely latched. A terrified dog will tear through a window screen, so shut the windows.

• Crate the dog if you know he is likely to panic. Talk to owners in advance, and ask them how their dog reacts to loud noises.

• Don't forget cats. Put out some catnip out for nervous kitties, and confine them to their favorite room with lots of hiding places.

• Try not to leave any pets outside. Even the calmest dog can panic and escape when terrified. If you HAVE to leave them outside, be sure they have on a secure collar and ID. Shelters fill up with panicked strays that end up miles from home.

And one last thought: The safest place for a pet on the 4th of July might be in a boarding kennel, not at home.

Here's to a SAFE and happy 4th of July!

Fixed the gate!

A friend of mine who owns a doggie daycare in Seattle experienced the same incident as last weekend's near disaster (Read about it in my previous post). And here is what she did to prevent dogs from sticking their heads through the gate. Her victim was an Italian Greyhound, and he too was rescued safely, but who wants to go through that agony? 

This is a 4" corrugated plastic drain. I cut it with garden clippers, and attached it with zip ties. I hope this tip helps you prevent accidents. It just dawned on me, looking at this photo, that if I attach the drainpipe to the other post, it might work even better. 

Thanks Ann Marie, of SpawZ in Seattle, WA. 

Close call-- pet sitting emergency!

Murphy's Law: Anything that can go wrong will go wrong. Last night was one of those events from hell for me. 9:30 pm: A small terrier mix named Rex was unhappy that he was out in the outer yard by himself. He is boarding here with his roommate, Makaso. Makaso was in the house. All of a sudden I hear a dog screaming in pain, fear, whatever. I go blasting out back and find Rex's head caught between the chain link gate and the frame. I couldn't open the gate– it pinched him tighter. He had stuck his head in through the corner, which is a bigger spot, then stood up and was stuck between the bars in a very narrow spot.  I tried to get him to relax and lower his head; no go. I peeled his feet off the fence and tried to push him into a down position, but he was totally braced, screaming and twisting. I had to let go, run in the house for the phone, and call the neighbor. I told him he needed to bring a wrench that could take off the gate. By now I'm back outside trying to hold Rex still and calm him.  God bless my neighbor, who came right over with the correct tool and removed the gate while I held Rex. I was afraid Rex would pass out from choking, which would mean I might be able to get him out, but then I'd be doing CPR on this dog. The second he was loose he was just fine, shook himself off and started wagging his tail. I stuck him in his crate and had a good cry.  I haven't flipped out this much since I killed a rattlesnake. I could never have gotten him loose by myself. I'm not strong enough to unscrew the bolts. If I'd been gone, I could have come home to a strangled dog. My heart was pounding in my ears and my adrenaline was pumping. I swear my lungs are still burning from the stress. I am physically exhausted today. When you are in a life and death situation like that, the hardest part is to leave the victim and call for help. Which is exactly what you are supposed to do, as I've learned in all my first aid training.  That's why we make the big bucks, huh? There is no way to be prepared for everything that could happen.  The photo above: Rex revisits the scene of the crime. Bottom left hand corner of the gate (circled) is where he put his head through.

Pet sitters' toolbox: get rid of ants

It seems like as soon as a client leaves on vacation, the ants move in. A trail from the garage to the kitchen greets me as I come in the front door, and the cat food dish is swarming with ants.

Here are some tips to get rid of and prevent ants without poisoning the pets.

Set the pet's dish in a larger outer dish filled with soapy water. This creates a moat that keeps ants out (see photo). For extra prevention, cover the edge with Vaseline to make a barrier. Pick up any spilled food. Pick up the pet's dish and rinse it out before you leave (harder to do for cats, who usually free feed).

Put small piles of cornmeal where you see ants. They eat it, take it home, and  can't digest it so it kills them. It may take a week or so, especially if it rains.

Put bay leaves, spearmint, pepper, chili powder, cucumber, cinnamon, borax, or baby powder around the windows and other places where ants get in. I carry bay leaves in my car, along with the can opener and litter scoop! 

Spray ants with 409, Windex, Simple Green or other cleaner. Not toxic like poisons, and pets aren’t attracted to it. Vinegar is another good one. Add some liquid dish soap for extra sticking power. Wipe vinegar around windows and door sills. I can always find something like this under the sink or in the laundry room if I need it. 

Spread coffee grounds around the foundation of the house outside. 

Hot Spot and Wound care for pets

Dear Labby,

I have a nasty hot spot on my left hip! It burns and itches. How do I get it to stop?

Rusty the Lab

Hi Rusty,

Hot spots and other "owies" can be hard to get rid of and uncomfortable for any animal. I won't give you a complete first aid lesson here, but I would like to pass along some tips from our mom's horse vet, Dr. Larry Martin, of Large Animal Veterinary Associates in El Cajon, CA. 

Dr. Larry has a lot of common sense, and his suggestions are good for horses AND dogs. And sometimes for people too! The first step in treating any wound is to wash it out. "Irrigate, irrigate irrigate," are the first three steps, he once told me. Get all the dirt and bacteria out of there. If you've ever been bitten by a dog (heaven forbid!) and had to wash it out, you know how much it hurts to run water down into the wound, but it's the best defense against infection. 

If a wound is deep, be sure to get to the vet. The animal may need stitches and antibiotics. If it is a surface wound and you feel home care will be sufficient, read on.

Some wounds are in spots where you can't bandage them. When Star the horse had a nasty bite wound (from his roommate) on his shoulder, Dr. Larry had Terry make a mixture to put on it: 

Horseman's Dream aloe vera cream for healing, Swat! fly repellent, and Bag Balm (similar to Vaseline) to make it all stick to the wound and protect it. This gooey mixture has all the elements needed to keep flies from laying eggs and dirt from getting in while the injury heals. 

Dr. Larry says he even uses Horseman's Dream to put on his son's road rash when he falls off his bike and scuffs up his knees. Horseman's Dream is made specifically for horses and dogs, and you can buy it online or in a local tack store. I've used it on my own skin and it feels cool and refreshing. If you can't find Bag Balm (try WalMart), you can substitute petroleum jelly. SWAT is fly repellent cream, and comes in bubblegum pink or white. 

Back to the hot spot problem. Horseman's dream by itself cooled off and helped heal my own hotspot; I hope it helps you too! 

If the wound gets inflamed and red around the edges, or oozes pus, it is infected. Get to the vet right away before it makes the pet really sick. 

Sincerely, 

Labby