427: Finding Flexibility and Freedom with Shade Long
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How much is your time worth to you? As busy business owners, we often get caught up in the grind and hustle of our day-to-day operations. Ultimately, we have to step back and ask what truly matters in our lives. Shade Long, owner of Complete Pet Care, joins the show to share the learning curve she's experienced over the last two years. From managing massive business growth amidst overwhelm, to refining her onboarding process, she's finding ways to strike a better balance. Shade explains why it's not all about bursting at the seams and emphasizes that you can run the business you want while also having a life outside of it.
Main topics:
Handling business growth
On-boarding new clients
Hiring a good fit
Taking a step back
Main takeaway: You may be available for clients, but you should be busy with your life.
About our guest
I love animals! I've worked in grooming salons, luxury boarding facilities, doggy daycares, animal shelters, animal control and trained hands on in a vets office. The past two years I've worked almost everyday building the pack I have today! When I'm not caring for my furry friends I love being in nature, preferably by the water, if not kayaking in it.
Links:
Email: completepetcare609@gmail.com
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A VERY ROUGH TRANSCRIPT OF THE EPISODE
Provided by otter.ai
SUMMARY KEYWORDS
pet, clients, dog, walk, people, work, day, schedule, visit, business, hire, started, helps, give, shade, call, grooming, doggy daycare, services, employee
SPEAKERS
Collin, Shade L.
Shade L. 00:00
It's really hard to get time off in this industry, especially when you're the business owner and you're just going seven days a week and you're just in business mode. So to find that work life business balance, it's really hard.
Collin 00:13
Welcome to petsitter. confessional. Today we're brought to you by tide pet and the peaceful pet music, calm music for pets YouTube channel. Does a busy business mean, you have all that you need and want another question to consider how much is your time worth? Today we talk with Shane long owner of complete pet care about the lessons that she's learned over the past two years of running her pet care company and how she has now a singularly focused on finding a better balance in her life and how it is not all about working more and more. Let's get started.
Shade L. 00:55
Hi, yes, my name is Shay long. I'm the owner of complete pet care. I've been officially in business the last two years in Delaware, and Chester County in Pennsylvania. But I'm originally born and raised in Cape May New Jersey. So I originally started when I was a little girl bringing home pets that I wasn't allowed to bring home, like rabbits and rats and guinea pigs. So as soon as I moved out on my own, I started started volunteering at the shelters in high school. But as soon as I moved down my own, I got my own pets. I started working in the grooming salons, luxury boarding facilities, I've even worked at the vet's office for a little bit time, the needles I could not deal with. So that wasn't for me, I've worked at that animal control. Again, that wasn't for me, it was actually really heartbreaking. But it all gave me a lot of experience to learn all about the animal's behavior, body language in different environments. Because animals are so different in so many different environments.
Collin 01:59
That is an aspect of the business where there's the care of an animal. That's one thing, knowing how much to feed, knowing the protocols, doing procedures, there's the business side of things of knowing to pay taxes and file things and all those things that a lot of us don't like to do. But then there's the the body language, the behavioral aspect. And it is interesting, because we are we're not a lot of us are not trainers who have training backgrounds, but we do have to do a lot of training aspects to to our business. So when you when you talk about learning from or learning about animal behavior and body language of your past experiences, what do you think was the one that or two that that really helped you gain that insight
Shade L. 02:41
roaming marking in the kennels, dogs can be not enjoy grooming, so they can become aggressive. You have to go about it and the right energy, dog sensor energy, and you have to build that relationship that trust that bond, give them that positive experience. I've seen so many dogs that would bite nip I call it dancing when they're moving around all crazy for nail trim. And now they sit there and they give me their paw and they're excited when I walk in the door. And I think one thing that has been a big benefit for me is that I'm also their dog walker, I'm also that fun person that gets take them to the creek jump in the water, feed them when mom and dad are gone and give them all the treats the belly rub. So they have that trust and that bond and relationship with me there. So of course they trust me to do grooming and their nails and things like that.
Collin 03:36
Yeah, they have grown to have grown to trust us, right. And you said that key phrase there they are really interested in they're going, you want to give them a positive experience. And I think that's absolutely critical to remember that every little interaction that we have is an opportunity to give a positive experience. And whether that's the kind of walks that we do, or that's how we're feeding or we I always no matter how the visit went, I always try and leave on a positive note with happy tones, lots of treats, make sure because I've got to come back again a second time and a third time and a fourth time. And remembering that we are we're in this for the long haul and we're setting this this dog or cat whenever we're caring for up for success for the remainder of its life.
Shade L. 04:21
Yes, exactly. And I completely agree I actually get very excited when I get new like puppy clients when it's a puppy so like that's exciting because they only stay puppies for so long. But it's also like do I get to be here 15 years later you know with you and be you know the person that does your grooming and your walks forever and you become a big role in that family's you know life.
Collin 04:45
That's both very exciting and also very terrifying just personally to think of like oh my gosh, like yeah, this is when you really think about it in that way of this brand new puppies just brought home this family's super excited. I may be If this dog for the next 18 years like that, yes, I mean, that really should put into perspective exactly what we're doing and why everything that we do needs to be needs to be thought out right needs to be intentional with when we interact with them. Because also have to understand it's not just it's not just us that's dealing with the dog to like you, like you mentioned, some of your background to have the groomers, the trainers, the kennels, the veterinarian offices, there are things that we can do to help them be successful when they go to those places to,
Shade L. 05:31
you can definitely set help set the dog up for success or failure. When you see that dog sometimes a couple of times a week, maybe a couple times a day, every like every day. And you're with that puppy, you're you're training them, these behaviors when mom and dad aren't gone, and they will pick up on a lot of that stuff. So if you go about it the right way that will carry them through their life. I have some clients who I don't offer full grooms currently, just because I'm not in the position to. But I have some clients that don't let their groomers touch their dog's nails, because they don't want them to mess up all the hard work we've put into them becoming so good for their nails, how they are like the transformations I've seen, make me cry sometimes, because I'm so proud of them.
Collin 06:24
Right? It's those little things I call it that hands on time that we have with the dog sometimes at the end of a visit or in the middle of a visit where you're just touching your feeling paws feeling ears feeling face, as long as the dogs comfortable giving them treats as rewards, what it's like, oh, that's so simple, right? What good is that going to do? Well, why it helps you stay in tune with the dog and their needs. And also, now they're getting a little bit more used to somebody touching their feet. So because somebody they're used to touching their feet, they're more likely to behave better whenever they're at the groomer, which means the owner is going to take them to the groom or more, which is going to improve their quality. So this stuff can can spiral out and especially if you're if you're doing the nail trims shades, how long have you been offering that service,
Shade L. 07:07
I probably started back in the grooming salons 5678 years ago, I actually had some neighbors asking me to do pet care on the side by their away and do their dog's nails. And once I did it once, you know, they immediately saw me for who I was and what I was offering. And they wanted me to come back more when they needed more services. And one of the biggest things I think helps is the word of mouth. That has been a very big, natural source of advertisement in a way. But you have to keep in mind that can be good and bad. Yes, it's all been good for me. But you always do have to keep that in mind because neighbors do talk. And that can be really good for your business. Because once they have, you know good experience, they want to share that with others. You're right.
Collin 08:05
And we also have to again, be humbled by the fact that now our business is being represented by somebody who doesn't own it, right, this is and that they can say things that might not be how we would say them or they may not say things that we would have said and and recognizing that you said that it's a both, it can be a both very good thing very powerful, good thing in your business help it grow. And also, it can impact you very negatively, as well. So treating people with with with respect, I think is one of the first aspects and dealing with that. So do you do you incur how are you? Do you encourage word of mouth referrals with anything? Or is it just happening naturally,
Shade L. 08:46
it's happened naturally. And I'm really thankful for that.
Collin 08:50
For sure. Because again, it's one of those things of how we can focus on one client at a time and do our best work for them and trust that this work is going to improve their life. And like you said, once they're a raving fan, they're not going to be able to stay quiet about your services. So I
Shade L. 09:09
was actually trying to figure out ways to ask for reviews because I know a lot of my clients have had really good experiences with me. And before I could even figure out how to ask someone actually just gave me or maybe a review. So it kind of like I manifested that.
Collin 09:27
Yeah, those things happen in your business, right? Where it's like, oh, I never expected this or I never planned for this or but it happens to you. Right. And that's just part of being a good citizen, being a good representative of your company and doing the best that you can and trusting that it will that it will work out. You started two years ago on you. We talked a little bit about word of mouth and how it helps you have been helping you grow and how has your business grown over those last those last two years?
Shade L. 09:53
Well, I left a part time job and it was kind of scary at the time because I will wasn't sure what I didn't have much business, I had enough that I felt comfortable to leave my part time job, but it was just still barely making it. I started advertising on the Facebook pages. At the time I was posting on like the next door neighbor's app and stuff. And that quickly came to a halt. Because everything came flooding in. It was nonstop all the messages, the calls I was getting. I was getting emails, Facebook messages on my personal Facebook, my business man, Facebook Messenger text, voicemails, it was just non stop, there's just a high demand in my area. And I think what helps me is we were also still in COVID. And a lot of places were closed. And a lot of places weren't fully offering services because of that. And with me being one on one, it was just a lot SanFran
Collin 10:56
so those those those calls in the early days, were they for walks petsitting or were they for the the nail trims the small grooms, those types of those things that you also do.
Shade L. 11:08
It was mainly for walks now trims I was getting a lot of grooming request. But again, I don't really accept those currently. And I still get a lot of grooming requests, but I just don't have the space right now to offer that. But the dog walks have not slowed down, I still have a list of people on a like a waitlist right now because I'm just too busy. But now that I have an employee, my boyfriend helps on his free time when he's not working full time. So
Collin 11:39
Wow. Wow. And so I want to take a quick step back here shade because you you mentioned this, you left a part time job to go full to do this. But you needed to have enough business and it was scary for you to do. What Why did you feel that you had to do this? Or how did you overcome that that scared portion.
Shade L. 11:58
So luckily, we were slightly in the financial position with my boyfriend working full time where he was, I was working part time at a doggy daycare. And I mentioned earlier, they didn't know what they were doing, unfortunately, and I had tried stepping up and showing them teaching them they asked me to but then they didn't follow through with any of the things I pointed out. I asked for just one day off a week and they couldn't comply with that. So after just being thrown to the ground continuously, with all my professional experience, and how live those being paid, it just was not worth it anymore. And I started having people reaching out to me actually put a magnet up on my car, maybe the last month or two I was working at the doggy daycare, and it said complete pet care with my number on it. And I actually went ahead someone with my my driveway and take a picture and I was like what is this person doing? I was like taking a picture of my car. And they called me and it was my neighbor. And I live on a main road. So it's not easy to communicate with your neighbors. And she called me was like, oh, that's what that person was doing. And it kind of just like picked up. And like I said, I kind of posted on Facebook and it just like it took off so fast. And it was really scary at first making that initial jump, but I was just so fed up with everything. And something just told me like, you just gotta go for it, you just got to put it out there and see what's going to happen. Because like with the way my work was going at the time, I didn't think it could get much worse than that. And like I said, as soon as I left, everything was just like coming to me all of the business, all of the care, like everyone just, it just got out there so fast.
Collin 13:41
You're right, there are times where we just have to try something. And I think that's important to remember is that a lot of times we hear and you know, even we've talked about, like, put a plan together, do research, put this together seek counsel and advice and laying it out and believable. Sometimes you do just try something. And it's important to continue to do that to trust your gut to go this is something that is worth the effort. This is something that is worth the risk to me. And I'm sure like you said like you You did some pro con analysis through this and knew that you could make it for a little bit. And there it wasn't just a complete, you know, wild eyed crazy idea. But you just went with it. Right? You didn't know if someone asked you to do a financial forecast, I'm sure you would have been like, well, I don't know, like what's gonna happen, like, what's that? You want it to try it? And that kind of intuition is really something that sets us up for success as business owners, when we continue to look at and rely on our intuition to just try things and I think that's important that we we continue to do.
Shade L. 14:47
Yeah, I agree with that. mean, you definitely have to take the risk. Sometimes.
Collin 14:52
You know, that kind of growth seems as you mentioned, even growth was scary for you too. How did you manage all that in those those days?
Shade L. 15:00
I'm not interested by being overwhelmed. Um, no, I was I was, um, I write, I have a planner. It was, you know, paper book at the time, I still have a paper book. I've now switched to time to pet, which has been a lifesaver. But before that I was on pen and paper and I write down everything because I have I visit over 10 houses a day, every day people are booking me months out at a time, how am I going to remember that? So I have to keep track of everything, even my other appointments. And then every day I write down a list of everything I need to get done that day and a deadline. Sometimes I do it for the whole week. And that has helped keep me very organized.
Collin 15:46
Having that like that daily task list, that weekly task list kind of this is more long term stuff really helps you mentally I know it does me whenever I've got my my pen and paper notebook right here. Right? Like, I know, okay, I've got my six months stuff on there. And I've got today's tasks on because one of my biggest fear, one of the biggest burdens that come up is that we're going to miss something. And that that's what keeps us up at night.
Shade L. 16:13
Yeah, so I actually, I'm already booking walks out to the end of like this school year, that's kind of like the school year didn't even start yet. I'm already having walks booked out to like next summer. So I actually just sent a like, memo to all my friends and family. I was like, anything you want to like plans you want to make with me next year? Like, let me know now let's start scheduling. And my mom's like, um, my schedule doesn't go out that far, like, Well, mine does. And if you don't book something with me now, I might not see you all year. My family lives two hours away from me. So if I have one midday walk, I can't see anyone because I have to stay. You know where I live to be able to reach that walk. If I were to drive to them. By the time I get there, I got to turn around for that walk. So it's hard to get time off like that we work seven days a week.
Collin 17:05
It is it's one of the it's one of the biggest challenges that we face is that this is a sunup to sundown, a lot of times past sundown, jobs seven days a week, 365 days a year rain, sunshine, wind, rain, you know, whatever. Yeah, we're out there. And when you when you think about the bigness of that aspect of of how involved we are, it really does start to make that time that you do have all all the more precious.
Shade L. 17:37
Yeah, when you know, there's going to be bad weather and you have an hour long walk. Like sometimes you have to think like alright, like, can I get there a little bit early? What if we do this? What if we hit this one park that like there's a lot of tree coverage that we can say out of the rain? What if we do this part in the rain, and then like spend rest of it inside like running around? But what if they don't have a house where you can really play inside because it doesn't suit that so you have to figure out how to do that hour long walk outside in the rain? Or if it's snowing and it's cold or you have to figure out how to get through that snowstorm to get to that client's house that's getting four or five visits a day kids are on vacation
Collin 18:17
Don't Don't tell me that this job isn't super you have to Don't tell me you don't have to be super creative. A lot of people go oh I'm not I'm not artistic. I'm not a creative kind of person. And below you this business you have to be able to think create adapt on your feet every single day because no two visits are the same even with the same dog. No weathers the same. Your you are not the same. I mean, I've definitely done walks back to back where the first walk. I'm all like peppy and super excited about it. I don't know what's happening. But you have to adapt and change. And that aspect is something that that we we have to foster and we have to remember that that's that's critical to our success in in running this kind of
Shade L. 19:04
business. Yes, it definitely is.
Collin 19:07
Have you heard of tied to pet Chris and from raining cats and dogs has this to say
19:12
becoming a time to pet client has been a game changer for us. We can give our pet services clients real time cloud based information they never imagined they'd be interested in. And most importantly to me personally, I can better manage my company and look forward to more and not a small thing. Time to pet is responsive to my requests for new features and modifications to existing ones.
Collin 19:37
If you're looking for new pet sitting software, give time to pet a try. Listeners of our show can save 50% off your first three months by visiting time to pet.com/confessions. You mentioned about the pen and paper you mentioned about the using time to pet as far as as your management for for things going on. How do you How are you onboarding Your clients because that seems like a really high volume to be bringing people into your system now to to keep track of everything. What's that like for that new client experience?
Shade L. 20:10
Um, usually they give me a call, or they reach out to me on like Facebook Messenger. And they usually, if they message me, they reply with like a message me at the very general message like, what do you offer? I'm like, or like, what, like, what service? Do you provide? Or like, just a very general message. I'm like, Well, are you trying to, like apply for a position we're offering right now? Are you looking for pet care? Are you looking for grooming? Like, can you specify more so than I have to get into that conversation? Like trying to figure out what they want? Then I have to figure out where where do they live? Are they even in our service area? Because I'll sometimes have people call me like way out of our service area. Then I have to see if if it's grooming. We aren't really offering that right now. Then if it's a walk, what kind of dog do you have? Like I said, Where do you live? How often are you looking for walks is this for a vacation care is this for regular walk because it's just for like a one and done. I always go and set and set up a meet and greet with them, which usually takes anywhere from 30 minutes to an hour I go there, they get to meet me get to see who's potentially going to be caring for their dog in their house. Get to know about me get to know about the business. I also get to know about them. I get to see do I want to care for them? Are we a good match? Does me and their dog get along? Is their dog gonna be comfortable with me in their house when they're gone? Get a feel where everything is there food, water, medicine, all that stuff. Even if I'm going just for now trim, I ask all these questions because guess what, what happens tomorrow when you fall on the ground and you're sad the emergency room, no one's there to let your dog out feed them guess what the lady your children your dog is now the other day who knows where everything is bonded insured has all the experience knows your dog already your dog knows me. I also use time to pet I love the way they set up their client profile. You can put all these like onboarding questions in there everything you need to know, I kind of put the clients and the pets first details and like their name, their number. And then I send them the email like and I let them fill in the rest. That's been something relatively new since I've had time to pat and it makes it so much easier. So this way when I'm sitting there at the meet and greet, half of the informations are written down I'm not sitting there staring in a notebook or at my phone and I can actually like take it all in because I sometimes feel like I get distracted trying to write it all down and they're like, are you on the next subject? And like wait, what how much food did you say what what's this medicine called? Where's that? And they're already like am enough next room I can this is where's that is and like wait, what how the medicine though. So time the pets been helpful, because everything and you can like edit and critique, like what questions you ask and all that stuff. So everything is in there. And it's made it a lot easier.
Collin 23:08
I remember when Megan and I started 11 years ago, I I prided myself on not taking any notes during the meet and greet because like I don't want to be, you know, the we're pretty new. I don't want to take notes disrespectful for them. So I would just desperately try to remember everything in my brain and run out to my car and type or write furiously to remember all the details. And I was like crap, Sam, that's no way to live. Like it was terrible. And so yes, now with the software and with timespan, it's like, Oh, wow. Like there's all this, it's what's just a lot more relaxing, you can you can actually get a feel for them, and be involved to be present, which is super important. So we don't miss those details. And shade. I like how you talked about at the beginning of when you're bringing somebody in, you mentioned you have to figure out what they want. And I think that's a critical step that many of us forget to do in that. A lot of times they don't know what they want. They don't know what we offer. And we're trying to figure out and match these expectations. And so I love how you have this, you know, these simple questions, you know, where do you live? You know, what are you looking for, and then going through this decision tree almost. And each time they land it on, okay, you want grooming? Here's the three things I say about grooming, Oh, you wanted to walk? Here's the quick information I need for a walk. Oh, vacation care. And that if when you set it up like that it becomes standardized, right? Sounds like you've got a great SOP that you can line out right if you write that out in a Google doc here, but it helps us make sure that we're consistent when we bring people on board because now it's okay boom, boom, boom, boom, and it takes away a lot of again this mental burden that we have to go oh, did I forget something? Did I not do that? I wouldn't ask the right questions. When it's all lined out like that it's it helps us in those moments be more consistent when we Bring people on.
Shade L. 25:02
Yeah, I definitely have a lot of people that hire me for a walk and their faces light up when I tell them I can also trim their dog's nails.
Collin 25:11
Well, and that's also like how you still ask the same questions, even for nail trim. And I know that's something that we've gone back and forth on of, Oh, do we ask all the same questions for the vacation visits or sorry for the do ask all the in depth questions for the dog walk because we do the vacation visits, who our point is kind of like like yours is as well. But we're here. Now, let's let's gather the information that we can, let's get it all set up. So that if you do need us if something happens, or if you just walk turns into something more serious, we're here and we're already prepared. So kind of thinking ahead, going, I'm here in the person's home, I don't want to do a second meet and greet. I don't want to waste more time. What can I do to take advantage of this time that I do have? You might as well ask that Do you ever get Do you ever get pushback from your nail trim clients? Or like why do you need to ask the feeding or just trim the nails?
Shade L. 26:01
Um, not that I can think of offhand I feel like someone's probably definitely like questioned it. And I've like explained to them just like I have now like, what if something happens tomorrow and you can't make it home? Like I know everything now? Yeah.
Collin 26:14
Yeah. I think just presenting that kind of them going, Hey, I know you're not looking for the service now. But this helps me set up for success so that if I ever need to,
Shade L. 26:23
I can. And it's just good to like know someone, even myself now that I've hired someone, there's been a few times where like, we just sat down at like longhorn steakhouse, and we picked on our, our doggy cam at home, and our dog was eating our trash. So I called my wife, my walker and I, my employee, and say, can you get to my house right now? Like I can leave right now. But I just sat down two lives five minutes away, she's like, Yep, I'm on my way. And I was like, That is so nice to know, like, she's closer than I am, she's gonna go there. And not only she's gonna, like, take my dog away from the situation. But she cleaned it all up for me too. And that's part of like, something we always do is like, we'd go above and beyond, you know, in this field and do that kind of stuff. So like, it's really nice to like, have that person there in case you need them last minute.
Collin 27:11
Yeah, we become a resource, right? It's like, now you've got me. Now you've got my company. You can use me in multiple in a multitude of ways, right? And part of that's a little bit of education of going okay, I know you're just looking for this one little sliver of services. I also have all of this other stuff. We're available. I did want to jump back because my brain just remember the question I had for you, when you were talking about how far out you are booked. Shade. If you're booking out towards the end of next school, what what is your cancellation policy? Because I know a lot of people would go, Oh, I don't want to book out that far. Because I don't want to charge a cancellation or I don't I don't have things in place for that.
Shade L. 27:53
It's funny you say that, because I actually have a paper in front of me that I typed it up. I actually had one of my very trustworthy clients that I've built very personal relationship with, I had her review it for me. I said, as a friend of mine now and a client, what would you think of this, and she actually helped me kind of like reverb, some things, rebored things, think on some things, and I haven't come out with it yet. But I do have a paper, I'm gonna start giving out my initial meet and greet. And it's gonna be like little short vowel does and what to expect. And I want to highlight actually, the cancellation fee. And I'm not sure what it's going to be yet because I want to find something that's fair for me. And it's also going to be fair to the client. Because as me also having pets, as considered also a client of complete pet care, I want to find something that's fully fair for everyone. Currently, right now, it's seven days or less as a 50% cancellation fee. But I'm so bad at forcing it. I always tell people, it's okay, don't worry about this time. It's okay. I really only made it because I had a few people do regular walk that were constantly canceling and like it was really messing up my schedule. But again, like, I'm human, I'm very understanding, I understand and know things happen. So I've been lenient with a few cancellation fees, and then I kind of enforce it, but I'm trying to find something that's I don't know if what my 50% Seven days or less is right? I know some people in the pet care industry who would be like, Yeah, but as a client at the same time, it's like, you don't know what your schedule is always going to be especially at the regular walk. So it's kind of hard to say and like I said, I'm trying to figure out an even ground with that.
Collin 29:49
It is hard and I know some people have different cancellation policies for vacation visits versus dog walks versus other services that they may offer. Basically, how inconvenient Is it to you? Or how hard it is for you to replace that client? Right? Well, it's
Shade L. 30:05
hard because like I said, my schedule goes out months, almost a year ahead of time. And when I booked those things I route planning, I sometimes will move that I've slept, some of my clients are very flexible with their walk times, like I could the one dog, I can walk between 8am and 11am. Like that's a very wide window frame. So sometimes I'll go okay, I guess I have to walk this dog at like 830 instead of 930, because I now have a 10am walk or something like that. And there's a 30 minute drive difference in between, because they're both across town. So then when that one law cancels, and I also had something else lined up, it's just like a ripple effect, and everything comes crumbling down, then I have like open spots and like, Alright, so I'm going to sit over here on the side of town for an hour because my next walk 30 minutes away, and this, can I like getting grocery shopping done and no, because it's all going to melt in the car like can I do. So then I sometimes sit there with the dog for an extra 30 minutes doing my paperwork, because it makes no sense. And driving back and forth. Sometimes I stopped my house 510 times a day, because it's just so in and out with the dog walks, they don't line up, right. So that can be real challenging, especially when you've route planning months ahead of time. And then there's that big cancellation.
Collin 31:16
Yeah, that tells me you need that you need that seven day, right? If it's that impactful, and you're like, look, I because also you may have turned away people in that time spot or you may have, like you said route plan something it was really hard tricky to fit something in, and now it falls apart. Like that's time effort that needs to be compensated back to you in some aspects. And it's not it's I view it as a compensation back to towards you versus a punishment towards the client. Like, yes, we'd like to have cop we'd like to have them to prevent people from canceling. But if they're going to cancel, they're going to cancel, right? They're not going to it's
Shade L. 31:55
thanks, specially when you already spent an hour or two over the week one spending 30 minutes on the phone just talking with them trying to figure out what's the details of the trip once the first and last visit, once a bedtime visit once the morning visit? And then they go and change the dates on everything. Yeah. And then you have to rework everything. And if you're invested a couple hours into make working this whole schedule, and then they cancel, and then you don't get paid. And yes. And I've had that happen multiple times.
Collin 32:25
Yeah, I get its work that you've put in. So I kind of like viewing it as a compensation back to towards you towards that effort already put in your schedule for that. And yes, there's some lost revenue that you need to recoup from that. Because the conducting of the visits is this, the conducting of the visits and our prices account for or should account for the effort of preparation, planning, scheduling, all of that has to be accounted for and paid out of the visit when we're actually there. So there is a little bit of Recompense that comes back to us through that. And like you said earlier, of course, you don't always have to enforce it. Like that is true. Like if you've got a long term, you know, client that's been with us for you know, several years, and they book with you very regularly, and they have something that comes up, you can let that fly. But if you have somebody who's habitually doing something, it's like, okay, I can reinforce this on that and making that judgment calls a business owner, it's kind of where we get a little bit of flexibility.
Shade L. 33:24
Especially when you've started hiring, and you have employees, and now you're now messing up their schedule as well, because they thought they were gonna have these walks, maybe they have worked another job and they adjusted their schedules for that adjusted their plans. All for this one walk and then it gets canceled. And then you have to like I feel like the bad guy. Like Guess what? There's no work for you now tomorrow, like Sorry.
Collin 33:47
Yeah, well, so talk to us about about your hiring and what that process was like for you.
Shade L. 33:52
Oh, it was a nightmare. At first. I was so excited and so scared. And um, I finally found someone I thought was a good fit, and they taught me everything I need to know right then. And it's not one person, all the things to look for and look for an employee. I realized some things I had to reiterate and reword, so they understands. I accidentally had a client open up my or employee opened up my clients mailed a one time because I opened up their chewy package because I knew it was their dog food their way on vacation, and they're also handicapped. So I filled the dog food and I think she just dug it out whenever we see chewy box. We opened it now. So I had to and I always now I tell all my new employees like this might sound silly. We bring in their mail, but we do not open it. Oh, so she taught me a lot of things. And almost a year later, I now have one part time girl, Lady and blesser and Alyssa hope shout shout out to you, you've been a blessing for complete pet care. She's so reliable, she's great at communicating. She knows what she's doing she, she understands dog language, she has experience. And the only things you're looking for someone who has reliable car, someone we can trust and as trustworthy, our clients aren't only just paying for our services, they're paying for our trust. And they're trusting us to entrust someone else in our home. And that's a really big responsibility, especially when you're as small as I am. And this is your whole life, your whole reputation, and you're now putting that in the hands of someone else to represent you. So it's a really big deal. When you're looking for that good fit to join your pack.
Collin 36:00
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Shade L. 37:07
I was working seven days a week, anywhere from 10 to 15 hours a day. I was completely burnout, I I couldn't function straight anymore, I actually had to ask a few of my regular walk to they're very flexible with their walks. And I appreciate them for that. And I had to cancel on them for a week or two. And it was all very last minute like the day of the day before because I was just so proud of it. I couldn't function I was stressed about taxes. I would like I said I was working 15 hours a day, then I had to go home and cook and clean and take care of my pets and exercise my pets and have a social life and keep up with the social media keep up with all the pet parents keep up with all the paperwork. It was so overwhelming. And I was just so motivated. I was so excited. And I didn't know how to say no, that I just kept accepting the pet care. And I completely wore myself out. And so now I know. And I've learned I have to pace myself and I have to learn how to say no. And I've also learned I had to hire because I don't want to say no.
Collin 38:14
Well, it is hard, especially when you're so excited. You're so passionate about your company, you're so enthusiastic about the quality of service that you offer. You think I want more, I want to be able to serve more people. Like that's not a bad thing, right? And especially when people call you and you go, Ah, you're actually a perfect fit for me. I don't want to say no to you. But also, I'm a barely functioning human right now. And I can barely get my breakfast put together and out the door. So maybe that's not and going okay, now I need to hire and going, Okay, I'm gonna have to implement two things saying no more and hiring because even if you hire like, I'm sure you've experienced shade, like you're still gonna have to say no, sometimes, but it helps take on a little bit more of that care that you still want to be able to provide.
Shade L. 39:03
My boyfriend came home the one day and he said I just told someone about you at work or one of my people that I worked with at work is like I if they call you can't say no to them. Like you have to give them pecker their dog so amazing. They're so cute. You're gonna love them. They have this really nice yard and everything like they're such good like, because he delivers for UPS. He's like, they're such nice, nice clients. I love delivering them to every to them every day. I'm like, that sounds great. But are you going to do this because I don't have the time to? I'd love to say yes, but when I'm looking at my schedule, it's like, all day every day like there's literally no wiggle room at all. Like I'm sometimes walking out the door with my hair. I'm dry stone my pajamas. I'm like, Wait, I gotta turn around and brush my hair before I walk out. Because I'm just like, go go go constantly. I'm getting up sometimes at like four or 5am for a walk sometimes. I have like 1am in the morning walks I don't know, whose schedule that like I was scheduled like that, but someone does. And they need a walk. And I was there for it. So our schedule is crazy. And it gets to be much like I'm working all hours of the day. So as much as I want to say, Yes, I physically cannot anymore. Yeah. And even though I hired Melissa, and we have an employee now, and it's nice, because I can give her a couple of those midday walks, and now I have a little break. And when I go home in between walks, I get to actually sit down for an hour hanging out with my pets, maybe catch up on some paperwork? No, I see on my schedule an open slot. I'm like, Yes, of course, I can do that midday walk now for you, because I now have a free slot because I have so many people that want midday walks. And if so many people have to say no to because I can only be at so many houses at once. So now that someone else is doing this midday walks for me, instead of me doing the things I wanted and needed to do when I have free time, I'm just picking up miroir work again.
Collin 40:57
It is really hard shade it is it is one of the most difficult things to balance because you're right, as soon as we we get that open spot. Immediately it becomes there's another opportunity for something, right, we view that open time as opportunity. And it's easier, at least in my brain to fill that with another visit to fill that with another thing than it is to go in. Well, what if I didn't spend that time driving to a visit to do a walk? What if I just went and like read a book for like 20 minutes? Like what if I did that? Was that okay, but my my brain combats not happening. No, run the business, do the business, do the thing serve more people. And that that is a challenge that we have to continually work against because otherwise, we get right back to that same spot that we were and we're still not happy we're still not functional. We're still not the fullest person that we could be.
Shade L. 41:51
I'm sitting here at like dinnertime doing all my paperwork finally catch up with a month and like he Yes. Now after dinner, I can actually sit down and like play on my phone or watch videos or watch a movie. And then we get up to bed and I lay down. It's like up here comes five messages from clients. And this one wants like this day this day this day. And then I have to go through my schedule. I'm like alright, what they can I work? What kind of time can I do this for now? Trim. It's like my boyfriend sitting there looking at me like I'm not playing on my phone. I'm doing work right now. And you'd like I thought you're done for the night? No, no, but never stops. It never stops. As soon as you think you're caught up with paperwork with messages, more comms. It's not just cuddling dogs and having fun. There's a lot more to it.
Collin 42:33
Yeah, there really is what I say my full time job is is running a business right? My part time job is actually the pet care because that it just seems like that's what takes up the smallest amount of my day these days. And everything else you're right is the messaging the schedule and getting all that put into place. You know, it's it is it there's there's never a break. And many of us, we kind of wait for the break to happen. That's I know, that's a mindset that a lot of people have as well. I'll take time off when it slows down, or all wait to see if it doesn't fills up. And it never dies. Right? Never it I've said it before I'll say it again, if you are feeling like you are your business is going down. If you want to see a quick jump in inquiries, just block off a weekend, I block off a weekend of time and schedule a trip out of town, you will get more people that call you for that region. Somehow the universe knows. There's always something more. So how do you balance that shade of of needing to keep the business running, but also knowing that he will spend time with your boyfriend's button with your own dogs and see family members. So like
Shade L. 43:43
I said, I recently hired some help. But one Walker is not enough, I was definitely doing the work of like two or three work walkers. So one Walker is not enough. And I'd actually like to take even more time off than I am right now. So I would like to hire another, you know, part time full time walker or two. So I can take more time to visit my family and they live two hours away in Cape May. So if I want to see them, it's you know, you gotta go for like a whole weekend. So it's kind of hard to do that in this industry to get that time off. So if I hire you know, another walker or two, I'm hoping to have more flexibility and freedom to be able to take that time off and do that and also still be able to grow the business at the same time without saying no to any clients. Yeah. I actually got the pleasure of meeting you guys at the NAPS conference in New Orleans back in March and you guys sent out and your newsletter you send out every week or so. And the newsletter you sent out right after the conference hit me so hard because this is around it was back in March and this is around the time it was really like starting to like catch up with me and in your newsletter It says, take a moment and pause and reflect what truly matters and what you expect will soon be gone. Another part says present so our true happiness lies in the small amounts of joys. And it says, For what will what will remember when our time runs out? How do we focus more on impact instead of income, and it's easier to lose interest or fully understand why we are doing something you also mentioned about your kids, and five and seven, just 15 and 11 years, they'll be off on their own. And 780 572 Saturdays, and that really frickin hit me because my grandma's all mine came May. And when I was actually down there last weekend, I'm so glad I was there. But she filmed, busted her head open, and she's not going to be around much longer. So to be able to try and get these weekends off to visit her more often is such a big deal for me. So being able to hire and expand and have that flexibility and freedom is so crucial to me right now. Because I don't know how many Saturdays I have left with her. I don't. So it's really hard to get time off in this industry, especially when you're the business owner, and you're just going seven days a week, and you're just in business mode. So to find that work life business balance, it's really hard. The newsletter also said, so that brings priorities into sharp focus, we still have visits to do clients to cover things to schedule, work still has to get done, but does it and that's where I think we're learning to say no comes in and my why. So I have to go back to like where we first started talking. And I told you about why I got started and how I got started. And just remembering like, I left that part time job at the doggy daycare because I wasn't happy for them. They couldn't give me like one day off that I asked for. And now I'm here working seven days a week not giving myself that one day off that I asked for. And it started affecting my relationships, my friendships, my social life. So yeah, I'm learning how to say no, have hired employees to help be able to still say yes, but no, personally, myself.
Collin 47:10
That is that's a big difference. And I love you know, when you're talking about the company can say yes. And I can but I can say no, right now, like that's, that's such a mindset shift to go the there's the company, and then there's me. And there is separation there. And that's part of kind of growing into that, that business owner mindset of Well, sure the company can take this other visit on. And sure I know you will treat your your staff members well and not overburden Yes.
Shade L. 47:40
Yeah, after the experience I have. I don't want to lose my employees. I'm so grateful for them. I don't give them a schedule. I say what is your availability? Would you like to do these walks, I don't say here's these walks on these days, like you got it. They get off as many days as they want they make their own schedule because I want them to have that freedom and flexibility that being a dog walker offers
Collin 48:06
and you want to respect that of them. Yeah, and it also gives you the freedom to then go oh, I can say yes to that. But I don't have to say yes to that. Right and that's that's into here that that's that's a goal that is a big goal to know that we can we the company can serve people well without me having to be out doing everything and that's that is where that flexibility comes in. And and you get that that freedom back right it is so interesting that we get into this and we're like oh yeah, I get to set my own schedule I get to be flexible I get to do all this stuff. And then we look up and we go what's flexibility like what's what's scared of anything and and we do lose out on those little moments and knowing that like as much as we love the pet care it's not the be all end all it's not everything to us. It's not it doesn't represent the whole
Shade L. 49:00
US I was kind of worried in the beginning saying no that like so what is with me being so new in the beginning, like they are gonna go away whether I say can do this or not, they're gonna find a pet sitter, whether it's me or not. And I actually have a lot of clients that not a lot, but I have some clients that have other pet sitters now, but the thing is third, their backup pet sitter, and I'm their pet sitter. And when I say no, they now at least have backup because like I said, they're gonna go away, whether I'm available or not. So it's been really assuring to know that like my clients love the care that I provide them. They know their dogs love me and trust me enough that they still want my services even if I'm not always the one being able to provide it. So it was reassuring to to be able to say no more often knowing like, Oh, I'm not gonna lose them like they still want me even if I can't be there every time.
Collin 49:57
Right? Yeah, it's not it's not a one and done. kind of thing, right? You we get to be part of that now community that's caring for them. And knowing that that's, that's great because now they have options and we have options too. And being that's okay for us, right? That's being okay with that.
Shade L. 50:12
I don't feel as bad when I say no, because like I said, I know they're gonna go away. And I'm like, oh, like my poor gone or like, who's gonna care for him or something like, like, oh, no, like he's in great network. He's in a great care with so and so because I network with a lot of other dog sitters I, sometimes I'm in touch with other dog sitters and other people that are caring for their pets. And I think it's good to share and like network, at least where I live, there's so much pet care business. I'm not shy to share and network and refer them to another dog sitter, because I'm not available. And I know that other pet sitters also, you know, a great person to be using their services.
Collin 50:50
Should What do you think is the biggest thing that you've, as you've learned to say? No, what I mean, what's something that you've said no to that you never thought you would? Before? That you've been able to say no to?
Shade L. 51:00
Last minute visits? I used to be very good for like, Yes, I can do that last night. I guess I'll head over there right now or yes, I'm available tomorrow. Yes, I'm available tonight. And my schedule is not flexible like that anymore. I can't say yes, as much. And when I first started that burnout a few months ago, I started blocking off my schedule for around this time, because my schedule is so busy. I couldn't just like alright, I'll take off next week, like I can't take off for another few months. So it's finally just now starting to that transition of me taking time off months ago, I'm finally now getting that time off. So it's been hard saying no to my clients knowing that I have this free time, like, this whole weekend, I blocked off my family's coming to visit me. And I'm spending the whole two days prior I have one rock the two days prior one walk so I basically get two days off and get to clean my house, catch up on paperwork, talk to you, and just relax. And it's really hard to tell my clients like no not available because like I am available, but I'm not I'm not available. I'm busy with my own life right now. And it's been really hard to do that. But I have
Collin 52:13
oh, I absolutely love that shade. I'm, I am available, but I'm not. Because I'm busy with my life. i i that needs to be on a t shirt that needs to just be something of like no like, I my life like I I'm important. I'm important to it. That's that is something that we can all strive for. To have that mentality of like this free time is not free because it's me. That's that's what we're getting to so I that's that's that's amazing. I'm glad that you have this weekend with your family and that you can be you can be with them. Because it is it is really important. Yeah,
Shade L. 52:49
busy doing nothing.
52:53
Right wink wink, nudge nudge, well, shade, I really want to thank you so much for for coming on the show today and for sharing your journey. And in all the lessons that you've learned and all the hills that you've had to climb along that and how you've really been able to focus and all through this focus on on how taking care of yourself and finding those important things that are in your life and in structuring a business that allows you to go and take part in those because that's something that's a lesson that we all continue to learn and refine throughout our lives. So I really appreciate you sharing that and for those who are want to follow along with you get connected and see all the cool stuff that you're doing. Um, how best can they do that?
Shade L. 53:40
I mainly post on Instagram On Facebook. It's just complete pet care on Instagram. I think it's complete pet care 609. You can also reach us at our email complete pet care 609 at gmail.com. Please give us a like and follow I post daily photos I post put stuff on our story all the time.
Collin 54:00
Yeah, I think recently you're posting about some chickens and stuff. And those.
Shade L. 54:06
Yes. I appreciate you having me on your show as well. It was a pleasure meeting guys back at the NAPS conference. And having me on your show again. Today. Shout out to my boyfriend shone bright as well. I wouldn't have started my business without his support.
Collin 54:20
Yes, it's apps. Absolutely pleasure, my pleasure. Shade. I really appreciate your time. I've absolutely loved our conversation. So thank you for coming on. I may be available. But I'm not because I'm busy with my life. How does that apply to you right now? What are things that you have said no to that you never want to say no to again? As we look forward to a new year, which is just a few months away? I'm sorry. It just just is what's on your I didn't get done this year list. Now compare that to the things that you did get done. How did those match up to where you want to be? How do the was match up with what you thought this year would be like. It may seem morbid, or it may not be the happiest thing to look at what you missed out on. And we do go through periods of time where we have to do hard things, and we have to work. We don't get to do all those things that we want to do. But at the end of the day, when you aren't going to sleep when you are done with all the visits in the paperwork, what are things you wish you could have done? Your business does not mean you have to sacrifice your life to make it work. Because trust me, there are things way more valuable than running our business. There are things more important than making that work than fitting in another thing for the schedule, then taking another phone call, whatever that is to you. However many Saturdays that is or holidays, or hiking trips, whatever that is. I hope you're able to find more time and your days and your weeks and your years. To have more of that. We want to thank today's sponsors typed pet and the peaceful pet music calm music for pets YouTube channel for making it possible. And we really want to thank you so much for listening. We hope you have a wonderful rest of your week. And we'll be back again soon.
