Until recently, I would have been the first in this long line to praise Catherine's Pet Sitting. In fact, I've probably sent her at least a half dozen new clients in the past 3 years with unqualified praise for her dependability and pet adeptness. Recent events, though, have led me to believe that something radical must have changed in her life, or else I've only now had the opportunity to have the fur yanked cruelly from my eyes.
The scenario: I have used Catherine's Pet Sitting five or six times and always had a pleasant experience. So, as usual, I emailed her a month before Christmas, requesting two weeks of service. After a week, I finally got an email back confirming her availability - while the delay raised an eyebrow, I thought it uncharacteristic of her and chalked it up to the flurry of the holiday season. Some friends of mine who routinely use Catherine did the same, and were confirmed to her schedule.
These friends wanted to meet with her to discuss their cats, as they have been fighting a lot recently and require different treatment than in previous visits. They had great difficulty scheduling a time with her. From their fleeting communiqués, my friends were able to glean that she was a. by her own admission, very hard to schedule for a 10 minute appointment, and b. she had the flu. Understandably, we questioned to ourselves whether this would have any bearing on her ability to care for our pets later in the week.
By this point, we were all a little worried that something was going on with either her life or health, but again, I gave her the benefit of the doubt, blaming everything on temporary dilemmas and/or miscommuniciation. However, when I received an incorrect invoice, which was missing one week of service, I felt like I needed to touch base with her. The invoice explicitly said that if there were any problems with the order, to contact her immediately, as it was the last notice before she began service. So I sent her an email, asking her to confirm the original service dates. I also said that my friends mentioned she had been having scheduling problems, so I wanted to make sure she was still available to sit for our cats. It was a totally friendly and professional email - one of those "just checking in!" types.
I expected to hear back with a reassuring, "yes, everything is still good!" responses. Instead, I got an extremely frosty and condescending answer to my question about the invoice, which concluded with her saying that she was "insulted" that my friends and I questioned her commitment and that she thought we should find a new petsitter. This is TWO DAYS before I am leaving for the holiday break.
So, despite being completely shocked at the unprofessional response, I, AGAIN, excuse everything ("She's probably just sick and not herself"), and write her back immediately, apologizing profusely for any insult I may have caused her, begging her to stay on as my petsitter. I explained that I genuinely just wanted to check in on her health and her business, for peace of mind [Ed. Note: and, stupidly, ACTUAL CONCERN FOR HER] before leaving town. She didn't respond, but instead wrote my friends a completely passive aggressive and rude email, saying that in the future they should contact someone else for pet sitting, because they had talked about her behind her back to another client (SERIOUSLY?!?!). My friends called, emailed, and called her again, to no avail. 24 hours later, she hadn't answered my email, either, and I had only one day to scramble and find petcare for the holiday season on no notice.
I wouldn't expect this kind of vindictiveness and avoidance from a junior high cheerleader, much less from a professional who is in the business of customer service. I am completely appalled that someone whose business is completely built on trust could have what I would consider such a violently unstable and unprofessional reaction to a confirmation email. When you hire a petsitter, you are completely vulnerable to them - they have a key to your house, come in while you are out of town, and are the primary caretakers to animals you care a lot about. I think what bothers me most is that I had put such a level of faith in Catherine, even when ample evidence was accruing to suggest something was amiss. It appears this trust was severely misplaced. It really sucks, because she seemed like a cool person and a really reliable petsitter, but after this I have to unequivocally revoke my recommendations to her. read more