F.A.Q.

1. Do I need to meet with you before service?

   Yes, an initial consultation is required before your first service can be provided.

   The meeting gives us a chance to get to know each other as well as your pets. We'll get all of the instructions for your pet's care, including your pet's exercise and feeding routines, special habits and favorite toys, as well as any other information you feel will be helpful. We'll fill out some forms - including a Veterinarian Release giving us permission to seek treatment should the need arise - get emergency contact information, and obtain your key and payment. After this meeting is completed, we will be prepared to care for your pets during all of your future travel, with no further meetings necessary.

   This meeting is free of charge if you are booking and paying for service. If you are NOT booking service at the time of this meeting, we charge a $30 non-refundable minimum booking fee which can then be applied to your first booking if you choose to use our service at a later date.

2. How much notice do you need?

   As much notice as possible. We recommend that you call two weeks before your trip to help ensure availability, but we will care for your pets with less notice if we have room on our schedule. Because we're making visits to pets at certain intervals throughout the day, we can't "overbook" ourselves by accepting additional reservations once the schedule is full. During holiday times, we highly recommend that you make your reservation at least one month in advance, as we book to capacity over major holidays.

3. What about holidays?

   Availability on holidays is not guaranteed, unless arrangement and payment is made in advance. PetNanny-911 believes adding a holiday surcharge to our regular rates will unfairly penalize you (our client) and may very well put our service out of reach for some people. To keep our rates fair and affordable for everyone PetNanny-911 has chosen not to raise our rates during special holidays. So to make sure your pets are adequately covered and you get the exact day and times you prefer call and make your holiday reservations as early as possible, 4 weeks is preferred.
   
   The following is a list of holiday schedule. Please note we do not charge extra on holidays however, nor do we work at full capacity. We only take about half as many clients on some of these days. The holidays in RED are the holidays that we accept half of our normal number of appointments. So please call and make your reservations EARLY for all of these holiday dates, but especially the ones in RED.
   
   January 1-2
   March 21   
   Summer Period between May 24, 2008 - August 2, 2008
   May 26 
   July 3, 4, 5
   September 1
   November 11, 26, 27, 28
   December 24, 25, 31

4. What are your hours, how many times do you visit, and what time?

   Our office is open to answer and return your calls from 9:00 AM to 5:00 PM Monday through Friday. Our office is closed on weekends and holidays. Our pet sitting hours are 7:00 AM to 7:00 PM seven days a week, 365 days a year. When you call us during office hours, you may reach our voicemail whenever we're out taking care of pets. We return all calls the same day we receive them or within one business day.



5. Why do you charge so much?

   I think you will find our rates are competitive with local pet sitters and with pet sitters nationally as well. Many people are new to the pet sitting experience, and when they think of a pet sitter they may automatically compare us to baby-sitters or teenage house sitters. There is an enormous difference between professional pet sitters, and having friends, family, or teenagers watch your home. In fact, more than 3/4 of our clients have minor to major horror stories of previous non-professional pet sitting experiences. Keep reading to find out more.

   We pride ourselves in offering some of the lowest pet sitting rates in the Southeast Region. Plus, you will receive all the benefits of knowing a professional is caring for your home.

What can I expect from a NON-professional sitter? (Or "Should I just get a friend to watch them?")

• In reported experiences, it's normal for young sitters to come for approximately 3 days at most. At that point they get bored with the pet and just don't "feel like" coming any more -and they don't tell anyone, they just try to cover up the fact. So the pet goes uncared-possibly for days.
• In reported experiences, it's normal for all adult friends & family to schedule consistent visits to your home, but then to find out they are "unable to make it" at the last minute. Or, they cannot make their scheduled times, so they will only come as they think they can (maybe just in the morning today). More visits get missed the longer the vacation period lasts.
• Most non-professionals will be initially excited about the opportunity to sit for your home. And usually they will have a genuine love for your pet. However, they are probably not used to the "quirks" that your pet may have (that you or your professional pet sitter probably doesn't even notice!) and often the initial enthusiasm will turn to frustration that the pet will not "behave" the way they expected. Once the enthusiasm has diminished, the pet may receive less affection.
• The cat will probably get out. Usually because the door is opened to take the trash out, or to quick get something outside. Especially if there are dogs that need to be taken outside. Even beginning professional pet sitters need the experience of a couple of unbelievably crafty cats escaping before they truly have that ever vigilant eye and special walk through the door and shut it tight technique that prevents all possible escapes.
• One task will get missed. Especially if you leave a to-do list (somehow people think they need to think LESS if they have a list). Most tasks will be completed diligently, but the one task will be consistently forgotten. Often it's cleaning the litter boxes. The second most common is filling water. Watering plants, getting mail, and locking doors are also easy to forget.
• Non-professional help is there to help you out. So they will do the minimum possible to complete their duties. Accidents & hairballs may be missed, and the house may not be quite as tidy as when you left.
• Lastly, non-professional help may not be versed in what to do in case of emergencies or medical situations.

What can I expect from a professional sitter?

• Scheduled care. NO SHORTCUTS. We are there when we are scheduled to be there. In the rare emergency case that we have problems making it to your home in the 2 hour or 1 day span you select, we will use a backup plan to care for your pets. Part of the backup plan may be to split a visit into 2 evenly spaced visits, to have an emergency backup sitter cover the sit, or to call you or your emergency contact to reschedule. If your pet is inconvenienced in any way we refund your money or give you a partial credit. And of course we clean up all accidents for free, and spend extra time with any pet that has been distressed.
• You are welcome to call at any time to add tasks, check up on your pet, and to verify upcoming service dates and times. We carry a cell phone, and return most calls the same day (usually between 7-8 pm).
• We use detailed notes to properly and consistently care for your home. It is important that you fill out all paperwork in a detailed manner, because we attempt to follow your written notes carefully at every visit.
• We leave a detailed log of how things went and any problems we came across. We may also leave answers to your questions, and ideas or tips for better caring for your pet (things you may not have thought of - NOT judgments - we know you know your pet best!).
• Little extras to make your home comfortable to come home to. Like sweeping up after an excessively shedding cat. Cleaning up litter tracks. Brushings outside. Hairball checks, mail sorting, garbage taking-out, temperature monitoring. All these and more are included in service.
• We are insured, including optional coverage for "mysterious disappearance or breakage". We also are extra careful to secure your home, to not overexcite your pet inside (in a way that it causes damage to your home or itself). We don't bring along company or visitors, except other professional, insured sitters.
• We are Red Cross First Aid & CPR certified. Our vehicles contain a first aid kit, area vet numbers, and 4 pet first aid & health manuals. We are experienced with many different types of animals, large and small.
• Our pet sitters will never hit, kick, or abuse your pet. If we feel your pet is a "danger" and may attack us (so far this hasn't happened, ever), we'll carry our pepper spray just in case - but we will not use jumping up or aggressiveness or anything else as an excuse to abuse any animal. We do use generally accepted training techniques to dissuade pulling on leashes, jumping up, biting, and other unwanted behavior. We are happy to follow any alternate techniques & training items you provide, as long as they don't harm the pet.
• No worries. You deserve a worry-free time away!
• Our enthusiasm is contagious. We love this job. Even on our "worst" days, we work hard to be enthusiastic and comforting to your pet. And usually they return the favor.

6. What if I have an emergency when your office is closed?

   When we set up service, we will provide you with an after-hours emergency phone number so that you can reach us in an emergency or in circumstances such as a delayed flight or snowy roads keeping you from getting home in time; you'll always be able to reach us to schedule additional visits for your pets.

7. Will you care for Snakes? Horses? Goats?

   Yes! We have experience with many animals, personal and professional. And we take fastidious notes on all your pets, so even unusual pets that we have not previously cared for will get the best care possible. Bugs are ok too, however spiders will take some persuasion...

8. What if I'm not traveling, but I need dog walking or another service?

   We'll still come over for the free consultation meeting shortly before you'll need us to begin providing service. If you need dog walking or puppy potty break services, we're generally able to meet with you and begin services within two business days of request.

9. How will I know how my pet did while I was gone?

   We leave detailed notes at every visit. We document things such as food, water, walks, potty breaks, and other details, as well as what fun, silly, or cute behaviors your pet had at each visit.

10. What will you do with my keys?

    Keys are normally picked up during the initial consultation. We will need to receive 1 fully tested key which will be coded and kept in a locked safe location in my home.

    After your sit your keys will be stored in our safe until your next reservation. Key storage is free. If you would like your key returned at the end of your first service, please leave a note with the date and time of the last sit and a reminder to leave the key and how to exit (can the door be locked with the key in the house?) in plain sight. Any future key pickups will be charged at key pickup/drop-off rate plus any travel fees.

    Keys can also be dropped off to you after your service period. You will need to call and schedule a time to do this transfer, and it will be charged at key pickup/drop-off rate plus any travel fees. If you would like to pick up your key, this can be scheduled also with an extra charge. Your key can also be mailed for a fee in a padded envelop, wrapped in cardboard.

    Every client who leaves their key with PetNanny-911 is automatically enrolled in our Ready-Key Program (no enrollment fee ). What does this mean to you? You may now call on us for service on shorter notice should you have to leave suddenly. You no longer have the inconvenience of meeting us for a key exchange. You can simply make the reservations by phone, we make the daily visits, you leave the payment on the kitchen counter or mail it upon returning home, that's it! In addition should you ever lock your self out of your home PetNanny-911 will come to you and unlock your door for you for a charge of a normal daily visit ($15).