Share This Page

Tweet

Updated August 31, 2026 | Pet Sitters International

Even the most conscientious pet-care professional will occasionally receive a client complaint. Whether the concern involves a late visit, a miscommunication about instructions or a more serious pet-safety issue, how you respond can make a significant difference in what happens next.

This blog post from PSI explains what you should keep in mind to effectively address complaints in your pet-care business. Be sure to read to the end where we provide scripts you can use for various types of complaints.

When a complaint comes in, keep these eight tips in mind:

1. Stay calm before you respond.

When a client is upset—especially when the concern involves a beloved pet—it's natural to become anxious or defensive. Before responding, take a moment to collect yourself so that you can approach the conversation calmly and professionally.

Your goal should be to understand what happened, address the client's concern and determine the appropriate next steps.

IMPORTANT: If the complaint involves an immediate pet-safety concern (e.g., I haven’t seen your team member come to my home in the last day and a half and my dog is diabetic),tell the client you will address the pet’s safety first (e.g., contact sitter/go to the home to confirm dog is okay) then follow up with them to discuss the complaint.

2. Listen first (and don't interrupt).

At the heart of many complaints is a client's desire to feel heard and taken seriously. Resist the temptation to immediately explain, defend yourself or correct information you believe is inaccurate.

Instead, give the client an opportunity to explain the situation from their perspective. Ask clarifying questions when necessary and confirm that you understand the primary concern.

For example: "I want to make sure I understand. You're concerned because Max's visit report showed the visit started at 2:15 p.m., but you expected his visit between noon and 2 p.m. Is that correct?"

Listening carefully doesn't mean you're agreeing that your business did something wrong. It means you're gathering the information you need to respond appropriately.

3. Thank the client for bringing the concern to your attention.

It may feel counterintuitive to thank someone who is complaining, but constructive feedback gives you an opportunity to address a problem you might otherwise never know existed.

You might say: "Thank you for letting me know about this. I understand why you're concerned, and I'd like to look into what happened."

A client who complains directly to you is also giving you an opportunity to resolve the situation and potentially preserve the relationship.

4. Gather the facts before reaching a conclusion.

Don't assume that either you or the client has the complete picture during the initial conversation. For example, you may need to review the client's service agreement and pet-care instructions, visit reports, GPS or time records, photos, text messages or communications with an employee or independent contractor.

For more serious complaints such as a pet injury, missed medication, escaped pet, property damage or allegation involving a staff member, document the complaint and the steps you take in response. Depending on the circumstances, you may also need to follow your emergency procedures or contact your insurance provider.

Avoid promising a particular outcome until you have enough information to determine what occurred.

5. Use neutral, non-accusatory language.

Even when your records indicate that your business followed the client's instructions or policies, avoid language that is likely to make the client defensive.

Instead of "You told us..." try "The instructions we have on file indicate..."

Instead of "You didn't tell us..." try "I don't see that information in the care instructions we received, so let's determine how we can make sure we have it documented going forward."

Stick to the facts and focus on resolving the issue rather than assigning blame.

6. Show empathy…and apologize appropriately.

A sincere apology can go a long way, but an apology should fit the circumstances.

If your business made a mistake, acknowledge it clearly: "I'm sorry. We did not follow the feeding instructions you provided, and that should not have happened."

If you're still investigating—or the business doesn't appear to be at fault—you can still acknowledge the client's experience without accepting responsibility prematurely: "I'm sorry this happened. I understand why you were concerned when you came home and found the back door unlocked."

Avoid phrases such as "I'm sorry you feel that way," which can unintentionally sound as though you're dismissing the client's concern.

7. Focus on an appropriate resolution.

Once you understand what happened, explain what you can do next. Depending on the situation, that could mean correcting a billing error, providing a service credit or refund, arranging an additional visit, updating the client's care instructions, retraining a team member or changing an internal procedure.

IMPORTANT: The resolution should be appropriate to the circumstances, rather than automatically offering a refund or free service for every complaint.

Also consider what the complaint can teach you. Did unclear wording in your service agreement contribute to different expectations? Did a sitter misunderstand instructions? Does your scheduling process need another safeguard? Complaints can reveal opportunities to strengthen your systems and prevent similar problems.

8. Follow up and document the outcome.

If you need time to investigate, tell the client what you're going to do and when they can expect to hear from you. For example: "I'd like to review the visit records and speak with the sitter who provided the service. I'll follow up with you by 3 p.m. tomorrow."

Then, call them back as promised, even if your investigation isn't finished.

After the issue has been resolved, document the complaint, what you learned and any resolution provided. For significant incidents, consider whether you also need to update an incident report, employee records, client notes, policies or procedures.

When appropriate, follow up with the client afterward to make sure the resolution addressed their concern.

Remember: Handling a complaint professionally doesn't mean automatically agreeing with the client or accepting responsibility for something your business didn't do. It means listening carefully, responding with empathy, gathering the facts and working toward a fair and professional resolution.

Looking for the right words? Try these scripts.

It can be difficult to find the right words when a client is upset, especially when the complaint involves their pet. You want to show empathy and address legitimate concerns without becoming defensive. You do not want to assign or accept blame before you know the facts or make promises you can't keep.

You don't have to solve every complaint in the moment. Remember to keep the steps highlighted in this post in mind:

1. Listen.
2. Show empathy.
3. Gather the facts.
4. Then respond.

You can use the scripts below as a starting point but adapt them to the situation and your company’s policies.

When a client first brings a complaint to you:

Say:
"Thank you for bringing this to my attention. I understand why you're concerned. Can you walk me through what happened from your perspective?"

Why it works: It acknowledges the concern without immediately accepting blame and gives you an opportunity to gather information.

When you made a mistake:

Say:
"I'm sorry. We did not follow the instructions you provided, and that's not the level of service we expect to provide. Here's what we're going to do to address this..."

Why it works: When your business is clearly at fault, take responsibility. A direct apology followed by action will be more effective than excuses or lengthy explanations.

When you're still investigating what happened:

Say:
"I take your concern seriously, and I'd like to review the visit records and speak with the team member involved before I give you an answer. I'll follow up with you by 3 p.m. tomorrow."

Why it works: You don't have to determine fault or offer a solution during the first conversation. Tell your client what you'll investigate and give them a specific timeframe for hearing back from you.

When your records don't match the client's version of events:

Instead of:
"That's not what happened."

Say:
"I understand your concern. I've reviewed our visit report and GPS records, and they show that the sitter arrived at 1:07 p.m. and completed the visit at 1:39 p.m. Let me explain what I'm seeing so we can determine where the misunderstanding may have occurred."

Why it works: Stick to documented facts rather than accusing the client of being wrong.

When there was a misunderstanding about the client's instructions:

Instead of:
"You never told us that."

Say:
"I don't see that instruction in the care information we received. Let's make sure we add it to your pet's profile so that your preferences are clear for future visits."

Why it works: It addresses the discrepancy without assigning blame and shifts the conversation toward preventing the problem from happening again.

When you understand why they're upset but don't know whether your business is at fault:

Say:
"I'm sorry this happened. I understand why coming home and finding the door unlocked would be upsetting. I'd like to look into exactly what occurred before determining our next steps."

Why it works: You can show genuine empathy without prematurely accepting responsibility.

When a client demands a refund you don't believe is warranted:

Say:
"I understand why you're disappointed, and I've carefully reviewed what happened. Based on the services provided and our service agreement, I'm not able to offer a refund in this situation. What I can do is..."

Why it works: Professional customer service doesn't require agreeing to every demand. Explain your decision calmly and offer a reasonable alternative when one is appropriate.

When a client is yelling or speaking disrespectfully:

Say:
"I want to help resolve this, and I'm happy to continue the conversation, but I can't do that while I'm being yelled at. If we can speak calmly, I'd like to work through this with you."

If the behavior continues:

"I'm going to end the call for now. I'm happy to continue discussing the issue when we can have a respectful conversation."

Why it works: Being professional doesn't mean accepting abusive behavior. Calm, clear boundaries protect you and your team.

When the complaint involves an employee or team member:

Instead of:
"I can't believe she did that!" or "My sitter would never do that."

Say:
"Thank you for telling me. I take concerns about our team's care seriously. I'm going to review the visit information and speak with the team member involved before I respond further."

Why it works: Don't blame—or defend—a team member before you've gathered the facts.

When you need to end the relationship with a client:

Say:
"It seems we're no longer the best fit for your pet-care needs. We will honor the services we've already agreed to provide through [date], but after that date we will no longer be able to accept future reservations. I wish you and [pet's name] the very best."

Why it works: Sometimes resolution doesn't mean retaining the client. If trust has broken down or the relationship has become unworkable, ending it calmly and professionally may be best for everyone involved.

One phrase to remember

When you're caught off guard and don't know what to say, start here:

"Thank you for letting me know. I understand why you're concerned. I'd like to look into this and get back to you by [specific time]."