HPS Contractor Training – Section 10: Client Service Excellence

Welcome to the Client Service Excellence section!
At Houston Pet Sitters (HPS), exceptional client service is what sets us apart. Each sitter represents our brand, and how we communicate, present ourselves, and handle situations directly impacts client trust and satisfaction.

🎯 Learning Objectives

By the end of this section, you will:

• Understand how HPS defines “client service excellence.”
  
  

• Learn professional communication standards and client etiquette.
  
  

• Know how to manage feedback, complaints, and requests appropriately.
  
  

• Recognize boundaries between sitter and management roles.
  
  

• Apply HPS values in every interaction with clients.
  
  

💬 Professionalism & Communication

• Be polite, prompt, and positive in all interactions — whether through TTP, Band, or in person.
  
  

• Use complete sentences and correct grammar in all client communications.
  
  

• Avoid slang, abbreviations, or overly casual tone (e.g., “k, I’ll do it,” “maybe later,” “idk what to do," 'i guess" etc.).
  
  

• Consider signing messages professionally, when appropriate (e.g., “Thanks! – Derek, HPS”).
  
  

• Never share personal contact information; all client communication stays within TTP.
  
  

• If a client asks about scheduling, rates, or adding/removing visits — defer to HPS management.
  
  

🙋‍♀️ Handling Feedback & Complaints

• Stay calm and professional — thank clients for their feedback and assure them it will be reviewed.
  
  

• Do not debate, argue, or defend yourself in the chat; escalate concerns to HPS immediately.
  
  

• HPS will follow up with the client and provide direction for resolution.
  
  

• If you make a mistake, acknowledge it privately with HPS management — not in the client chat. You can do this by sending a direct message to admin in TTP or sending a message via Client Chat Log with Visibility Setting set to "Admin & Staff Only"  or "Admin Only")
  
  

• Use feedback as an opportunity for improvement and growth.
  
  

🚫 Boundaries & Decision-Making

• Sitters do not modify schedules, pricing, or policies directly with clients.
  
  

• Always defer with language like: “I’ll make a note for HPS to confirm.”, "You can call the office number or send a message and HPS will review your request.", "I'm not sure, it's best to check with HPS." etc.
  
  

• Avoid making promises, assumptions, or guarantees about future services.
  
  

• Maintain confidentiality — never discuss other clients, sitters, or internal issues.
  
  

🌟 Delivering Exceptional Service

• Follow all client notes exactly as written.
  
  

• Go above expectations by sending thoughtful, photo-rich, and engaging report cards.
  
  

• Notice small details — pet comfort, home tidiness, and client preferences.
  
  

• Show consistency: punctuality, professionalism, and reliable follow-through.
  
  

• Represent HPS’s core values — care, communication, and commitment — in every action.
  
  

💡 Tips for Success

• Double-check client profiles before every visit.
  
  

• Communicate clearly, early, and respectfully if issues arise.
  
  

• Use neutral, professional tone even under stress.
  
  

• Treat every client as a long-term relationship, not a one-time visit.
  
  

• Reflect the HPS brand with pride — “We are their trusted partners in care.”