I’m doing a follow-up to a video I did a few weeks ago, wherein I gave a tip to include due dates when requesting things from your team of pet sitters or customers.
I received a follow-up question from a community member.
“Colleen, I loved that video. I implemented it immediately. However, I still heard crickets from my staff of pet sitters. What would be your next step? Or what consequences would you institute if this happened to you?”
I would call a meeting with the said sitter and say, “I sent you this email on this date. I gave you this due date. Number one, I never received an acknowledgment. Number two, you did not turn in the video by said date. Why is that?”
Then you listen to their response.
You don’t want to be that person, just the talking head. Take time and listen to what they have to say.
Then I’d say, “Okay. A requirement for this position is I need this video to create a trust factor for our customer prospects. I also need you to respond to me when I request something from you. I’m going to ask you, is this still a position you are interested in doing?”
If they say, “Yes, absolutely,” say,
“Okay, wonderful. But moving forward, I’m setting this boundary, which is the personal responsibility that I’m requesting from you. This is how we do business around here. You ignoring my emails is no longer going to fly.”
If they say, “No, this isn’t actually for me,” you are better off.
Think of it this way. Let’s say your customer left a last-minute note. They’re running out the door, and they said, “Oh shoot, there are two new plants by the slider. I need to have the sitter water them.”
Do you want a sitter to be like, “I don’t know if I’m going to do that today. I don’t feel like it.”?
No, of course not. That is pretty much what that sitter did to your professional email, requesting a video from them and giving them a duty. They blatantly ignored you.
Now, it may have fallen through the cracks. There may be a reason. With this specific situation, people are often nervous in front of the camera, and instead of telling you that, they may have just tried to ignore it.
This isn’t a total deal-breaker. It would be best if you instituted what you’re going to allow and set the stage for what you expect from your team of pet sitters.
If they explain, “I’m just really nervous about being in the camera,” give them helpful tips and tricks.
If they say, “No, this position isn’t for me,” you’re better off. That is how I would personally handle it. It doesn’t have to be a contentious conversation.
It could be a friendly conversation. “You’re amazing. I love how my customers love you, and the pets love you. But here’s the deal. I am the owner of this company, and I need to know when I send you a request for something that you, one, acknowledge and, two, get back to me in a timely fashion. If that’s not going to work, then this business relationship isn’t going to work.
I hope that makes sense and you find that helpful.
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