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Weepy Clients

How to respond when a client gets emotional leaving their dog for lodging, and the follow-up call that goes with it.

Purpose

A client sets a bag of dog food on the counter, and suddenly can't get through the leash handoff without tearing up. It happens more than you'd expect, especially for a first stay or a long one. Sometimes the tears aren't even about the dog: a client having a hard day for unrelated reasons can let it surface as excess worry over leaving their dog behind. Either way, the response is the same.

At a Glance

  • Some clients get emotional leaving a dog for lodging, especially a first or long stay.
  • A lobby breakdown isn't always about the dog; unrelated stress can surface as excess concern for the dog instead.
  • Offer a tissue and reassure them the dog is in good hands and will be well cared for.
  • You can offer to call within the hour with an update on how the dog is settling in.
  • If you make that offer, set a reminder immediately. Following through is mandatory, not optional.

Steps

  1. Recognize the moment. A client who's clearly struggling to leave their dog needs the same response, whether the difficulty is about the dog or something else entirely.
  2. Offer a tissue.
  3. Reassure them. Let them know the dog is in good hands and will be well cared for at the school.
  4. Offer to call in an hour with an update on how the dog is settling in. This small offer often eases a client's mind more than anything else you can say.
  5. If you make that offer, set a reminder right away, before anything else pulls your attention, and call at the time you promised. This step is not optional: the SOP uses the word MUST for a reason.

Edge Cases

What if the client's upset isn't really about the dog?

Respond the same way regardless of the underlying cause. A tissue and reassurance about the dog's care are appropriate whether the client is anxious about the stay itself or something unrelated that's surfacing as worry over the dog.

What's the quickest way to reassure a client who's upset at drop-off?

Offer a tissue, then reassure them directly that the dog is in good hands and will be well cared for. Add the hour-later callback offer if there's time; it's a small promise that does a lot to ease a client's mind, but only make it if you're certain you'll follow through.

Who to Ask

If a client's distress goes beyond what a tissue and reassurance can settle, bring in a manager. For a client calling in later during the stay to check on their dog, see Client Updates During Stay.