NAPPS Professional Pet Sitter Magazine

Spring 2026

Volume 34 · Number 2

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INSIDE SPRING 2026 PROFESSIONAL PET SITTER COVER: 2026 NAPPS Conference Recap

BENEFITS OF NAPPS 2026 Conference Sponsors.............................. IFC Media Mewsings.................................................. 4 President’s Message............................................ 5

INDUSTRY NEWS OF INTEREST

6

The Effects of New Animal Welfare Laws.............. 6

TIPS OF THE TRADE Policies that Protect You and the Pets You Love... 7 Get 5-Star Google Reviews Without Begging........ 9

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BUSINESS Before You Assume You’re Covered................... 11

PROFESSIONAL PET SITTER

Key Takeaways from the

M I S S I O N S TAT E M E N T

2026 NAPPS Conference.................................. 14

The mission of the Professional Pet Sitter is to provide tools for members to enhance their business, help them expand their knowledge of professional pet sitting, and communicate association news and events.

FEATURES

Copyright 2026. The Professional Pet Sitter is published four times a year in January, April, July and October by NAPPS. Headquarters: P.O. Box 362, Huron, OH 44839. Periodical mailing privilege pending at Mt. Laurel, NJ and additional mailing offices. Postmaster: send change of address to the Professional Pet Sitter c/o NAPPS Headquarters, P.O. Box 362, Huron, OH 44839.

The Professional Pet Sitter is free to National Association of Professional Pet Sitters, Inc. members. No part of this publication may be reproduced without written permission of the publisher.

Editorial offices: P.O. Box 362, Huron, OH 44839

Memories from 2026 NAPPS Conference.......... 16

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Is Every Client Worthy of Your Services?............. 19

CONNECT WITH NAPPS About Your Association...................................... 22 NAPPS Pet Grief Column................................... 23 Member Benefit................................................ 24

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NAPPS Certification Recipients.......................... 25 New NAPPS Members.....................................IBC pawTree.............................................................BC

ONLINE ALL THE TIME www.petsitters.org

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Like us facebook.com/THENAPPS Follow us @TheNAPPS pinterest.com/source/petsitters.org National Association of Professional Pet Sitters, Inc. P.O. Box 362 Huron, OH 44839 Phone: (856) 439-0324 • Fax: (856) 439-0525 Email: NAPPS@petsitters.org • www.petsitters.org www.petsitters.org

@the_napps National Association of Professional Pet Sitters

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19 Professional Pet Sitter · Spring 2026

TMIPS ED IA O FMTEHWES T IN RG AS DE

PROFESSIONAL PET STAFF

By SITTER Amy Abern Erin Wisneski, Executive Editor

Technology & Trust

Making the Doggone Right Choices

Digital Transparency Is Redefining Pet Sitting

IJ

ohn n today’s made pet a bad care decision. landscape, The 16-year-old technology isn’t boy replacing minutes, relationships, the groups it’s switch reinforcing to new handlers them. and bought Professional some marijuana pet sitting from has always an undercover been built on trust. dogs.Clients hand over their homes and beloved cop. pets,Asrelying a result, on clear John iscommunication living at the Illinois and reliability. TheAll relationship the participants isn’t changing; are anxious rather to spend it’s how YouthisCenter trust demonstrated.

(IYC) Chicago, a juvenile detention time with Rou, the pit bull. One boy commented facilityPetforparents the nextincreasingly six months.expect John isvisibility. not a Real-time on updates, how Rou resembled GPS tracking, his photos, American andStaffordshire digital hardened visit reports criminal. are becoming And maybe standard. if he hadn’t Platforms beenlike PetPocketbook, terrier. It wasTime surprising To Pet, to and hear Precise him refer PetCare to his caughtthis reflect thisshift earlytoward in the game, transparency. he might still be on dog with the official breed title. “That’s because the streets, perhaps now stealing to buying larger we’ve seen all these different guys fight and we quantities How Technology of marijuana—maybe Builds even Trust cocaine or know who the best ones are,” he says. crack.Today’s clients are used to real-time visibility in nearly And everythis aspect offersofthe life,perfect from tracking segue topackages talk to managing But landing finances. in IYCAnd is perhaps now theythe expect best the thing same when aboutsomeone dogfighting. is caring “Do you for their thinkpet. the dogs like that could Common haveexpectations happened toinclude John and GPSthewalk other tracking,fighting?” time-stamped asks updates, Triptow. Most structured of the boys nod. “Do 12-17-year-olds and communication, like him. secure They’re booking receiving portals.the These tools yousignal thinkprofessionalism the dogs like being andstroked?” accountability.

All theFor discipline, many clients, training, a walkcounseling, map or photo education providesand reassurance far beyond a simple “All good!” text. programs Nicolethey’ll Gagnon, needMarketing to reinventLead themselves at PetPocketbook, once a NAPPS partner, explains: “PetPocketbook is an ...if you don’t like getting hurt they’ve completed all-in-one platformtheir builtstay, for professional via a program petcalled sitters and dog walkers… everything lives in one place.”

Lifetime That centralization Bonds. is key. and the dog doesn’t like getting Createdsitters “Many

by Best believe Friends manual Safe Humane, processesthis keep their service personal,” Nicole said. “In reality, those program targets processes becomeyouth a bottleneck who haveasbeen you involved grow… You canhurt, preservedo the relationship whilethink removingthe the you really in illegal activities. operational burden.”Each week, a group of dog handlers Administrative and their dogs tasks visit often theget teens. squeezed into busyinto schedules, leading to missed or a situation likeinvoices fighting scattered The teams client information. teach the young Centralized men thesystems proper reduce these issues by connecting scheduling, where they most certainly will way to approach billing, communication, a dog, aand fewdocumentation. commands and a chance “Visit to socialize report cards, with the GPSdog. tracking, By receiving time stamps, the and photos provide objective documentation,” get hurt? immediate Nicole said,gratification offering real-time of a happy reassurance waggingand tail,accountability. friendly Some licksitters on thepush hand,back or the at roll-over first: “Myrequest clients already trust me.”And that may be true. But these tools for a bellytrust, reinforce rub, these help build youngsters it faster begin withtonew realize— clients, and provide documentation that protects both you sometimes and the petfor parent. the first time in their lives—that boys nod. “Do you like the feeling of being hurt kindness begets kindness. And that sets the stage when someone hits you?” All the boys shake their for profound behavioral Revenue Leakage, change.

Risk, and Better Boundaries head. “Do you think dogs like the feeling of being Best Friends Beyond clientSafe experience, Humanethese National toolsDirector address revenue hurt, leakage like whenand another liability. dog bites them?” Tentative Cynthia “WeBathurst help reduce believes the revenue Lifetimeleakage Bonds ismany an sittersshakes don’t realize all around. is happening,” “So think about Nicoleit—if noted,you don’t integral component pointing to missed charges of the program and lateinpayments. that it When billing like getting ties directly hurt and to services, the dog doesn’t cash flow like getting aims to stop improves.

Centralization violence in its also tracks reduces before errors. it has “Keeping hurt, everything do youinreally one place think protects the dogsthe liketrust goingyou into a a chance work hardtotogrow build,” further. she explained.

“Safe Humane” gives situation like fighting where they most certainly theseDigital young men systems knowledge also help andcreate skillshealthier they can communication will get hurt?” boundaries.

DefiniteInstead head shakes of constant all around. texting, use to positive clients use secure advantage portals for updates, the dogs they scheduling, and and invoices, The teens reducing havepressure only participated for immediate in the their friends or family members encounter in the responses.

Lifetime Bonds program for two months, but streets, “Before especially usingdogs a management viewed as ‘fighting platform,dogs,’” many sitters already, tell us changes their phone in thought, is constantly attitudeonand ‘Do Not she says.because clients text at all hours,” Nicole said.behavior Disturb’ “Visit report are evident. cards provide Nikki Robinson, updates without Assistant turning every message into a conversation that requiresSuperintendent/Programs an immediate response.”IYC Chicago, observes Changing After implementing BeliefsaIssystem, The many Firstexperience Step what the Nicole boys not calls onlythe look “aha forward moment”: to the“What sessions once felt stressful The young andmen time-consuming could hardly wait becomes for themanageable, bell because repeatable, they’reand enjoyable, organized.” but that The they resultreally is a to ring, signaling stronger first impression, it’s timefewer for themissed Lifetime details, Bondsand clearer “get”communication why the program forisboth important. sitters and clients. program, or, as they call it, “Dog-Play Time.”

The group Why This breaks Matters into five smaller for NAPPS groups and Professionals How You Can Help beginsAcross each the session industry, by learning the impact how is to clear: approach less administrative Best Friends chaos, more Safe Humane predictable relies billing, on a friendly clearer communication, dog. One by one, andthe stronger boys take documentation. turns For donations solo sitters, and in-kind that means services fewerfrom latelocal nights. For holdingitout teams, means the backs consistency of theirand hands scalability. for the dogs businesses and individuals. If you’d like to make to sniff, Technology then gently doesn’t petting replace the dogs personal on thecare—it side. strengthens a donationit.toInthe a world Safe where Humane visibility Lifetime equals Bonds Then the trust, digital boystransparency hold treats inoffers their proof, hand while protection, andprogram, peace of send mind.a n check payable to: Safe Humane asking the dogs to sit and lie down, then give the P.O. Box 7342 Chicago, IL 60680-7342. If you’d treats—and give and receive more love. After 20 like to learn more about volunteer opportunities Professional Pet Sitter · Spring 2026

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Cathe Delaney, Managing Editor Please send all letters to the editor: NAPPS@petsitters.org with Safe Humane, call 312-409-4790. Fore more Letters should include your name, address, and information on Best Friends, visit their Web site at daytime telephone number. Letters may be edited www.bestfriends.org. n Submissions may be mailed or for length or clarity. emailed as a word document.

Professional Pet Sitter is published quarterly by the National Association of Professional Pet Sitters (NAPPS), a nonprofit organization, and is available through membership subscription. No portion of the magazine may be reprinted without the written consent of the National Association of Professional Pet Sitters. The letters and advertisements contained in this magazine do not necessarily reflect the opinions of the association. NAPPS is not liable for validity or correctness of any claim, express or implied, made in advertisements or writings of this magazine.

MEMBERSHIP SERVICES NAPPS Headquarters P.O. Box 362 Huron, OH 44839 Phone: (856) 439-0324 Fax: (856) 439-0525 Email: NAPPS@petsitters.org www.petsitters.org Cathe Delaney Administrative Director cdelaney@petsitters.org Roger King Social Media Contact rogerkingbits@gmail.com Business Insurers of the Carolinas PO Box 2536, Chapel Hill, NC 27515-2536 Phone: (800) 962-4611 ext. 224 www.petsitterinsurance.com For Dishonesty Bond and/or General Liability Insurance The National Group Insurance Exchange 3210 Doolittle Dr., Northbrook, IL 60062 Phone: (800) 955-0418 Fax: (847) 559-9499 Email: tngie@aol.com www.wwins.com Contact: Alan Leafman For Dental and Health Insurance For pet sitting questions contact: www.petsitters.org

www.petsitters.org

PR ESID EN T ’ S M E S S A G E

By Gary Cimmino, President

More Than a Conference: A Community How Connection, Shared Experience, and New Ideas Made This Year’s Event One to Remember

Looking back on our time together in Raleigh, I can honestly say this conference keeps getting better every year. I first attended in New Orleans in 2023, and like a fine wine, it keeps improving with age.

One of the standout moments for me was hearing from Jennifer Carter, a certified canine nutritionist, from Harness Canicular. As pet sitters running our own businesses, clients ask us all kinds of questions with nutrition being a big topic. Her session opened my eyes to things I didn’t know and gave me practical insights I can bring back to my own clients.

We also had a great surprise speaker in Dr. Susie Hansley, who spoke about stress management. Her approach was refreshingly practical. Instead of waiting hours to decompress, she shared techniques to address stress in the moment—simple things like closing your eyes and rubbing your fingers together, which really resonated with me, along with other grounding exercises and ways to reset throughout the day. It’s sessions like these, something a little different, a little unexpected, that elevate the entire conference experience.

Another takeaway from Dr. Hansley (and her pom-poms! IYKYK) was the importance of looking back and recognizing what we’ve accomplished, something many of us tend to overlook, given how modest we are in this profession.

And that really ties into one of the biggest themes of the conference: we wear a lot of hats. From pet care to client communication to business management, we’re constantly balancing responsibilities. What makes this conference so valuable is the opportunity not only to learn from speakers but also from each other. Those conversations over coffee, between sessions, or during lunch—those are where ideas spark. You hear how someone else approaches a challenge and think, “I never thought of it that way.”

As president, one of the most meaningful parts of this event is seeing our members come together in person. This industry can be isolating at times. Many of us work independently, often in our own silos, so having the chance to connect with people who truly understand what we do is incredibly powerful.

There’s a real sense of camaraderie. It’s more than networking; it feels like a reunion. Some of my closest friends are people I met through NAPPS. Life gets busy, and while we stay in touch through messages and social media, it’s not the same as being together. Then you walk into the room, and there’s something really special about it—you may not have seen each other in a year, but you pick up right where you left off. It’s personal, it’s fun, and you can feel how genuinely happy people are to see each other.

As you reconnect with familiar faces, you also meet new ones. I had conversations with both long-time members and new attendees, including a couple from the Raleigh-Durham area who are just launching their pet care business. By the end of the conference, they saw the value of this community and decided to join NAPPS. In fact, we had several attendees become members after experiencing the conference firsthand, which speaks volumes about the strength of this organization.

At the end of the day, I hope every attendee walked away having learned something new, made a meaningful connection, and gained an idea they can apply to their business. This conference is a cornerstone of what makes the NAPPS community so strong. Thank you to everyone who attended, contributed, and helped make this year’s conference such a success.

Gary A. Cimmino www.petsitters.org

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Professional Pet Sitter • Spring 2026

I ND USTRY N E W S O F I N T E RE S T

By Erin Wisneski

What New Animal Welfare Laws Reveal About the Role of Professional Pet Sitters Legislation Increasingly Reflects Issues Professionals Encounter in the Field

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cross the United States, animal welfare legislation is evolving.

California has banned elective declawing. Several municipalities are debating limits on the number of pets per household. Florida now classifies the abandonment of pets during declared disasters as a felony offense.

While these developments are often framed as public policy milestones, they also reflect practical realities experienced inside private homes— realities that professional pet sitters regularly encounter.

The gap between legislation and lived experience is narrowing, and pet care professionals are uniquely positioned at that intersection.

Declawing Bans and Behavioral Consequences California’s statewide ban on cat declawing aligns with a broader international movement recognizing the procedure as medically unnecessary in most cases and associated with long-term complications.

Veterinary technician and NAPPS member Amber Van Denzen, who has worked in the field for 13 years, said pet parents and the public often misunderstand the consequences.

“Many of these cats have chronic and early-onset arthritis due to their phalanges being removed,” Van Denzen said. “When they lose their first line of defense, they often resort to biting behaviors instead.”

NAPPS member Rachel Reisner notes that misconceptions persist.

“Most people assume declawing is cosmetic and harmless. They don’t realize it can contribute to litter box issues due to pain, increased aggression, and long-term orthopedic problems,” Reisner said.

For professional pet sitters, these impacts often become visible during routine visits rather than clinical appointments. Sitters report observing mobility limitations, elimination issues, and heightened stress responses in some declawed cats—conditions that may not have been anticipated by owners at the time of surgery.

Michelle Cox, a California-based sitter and NAPPS member, reports that many clients have responded positively to the ban.“The most common response we hear is, ‘It’s about time.’”

In practice, the legislation has simplified client conversations. Rather than debating the merits of the procedure, professionals can reference existing law and veterinary consensus when discussing alternatives.

In another case, sanitation was inconsistent, and several animals appeared to lack adequate care.

“There were not enough litter boxes. Some cats were confined to small spaces.”

These contrasting examples illustrate a complexity often absent from legislative language: capacity is influenced by resources, structure, and follow-through—not just headcount.

For pet sitters, assessing whether a home environment is professionally manageable involves evaluating sanitation, medical compliance, space allocation, and observable stress behaviors. Such assessments do not position sitters as enforcement agents, but they do inform professional decision-making regarding client acceptance and service boundaries.

Disaster Abandonment Laws Florida’s 2023 law increasing penalties for abandoning pets during declared natural disasters highlights another area where professional practice and public policy intersect.

Emergency preparedness has long been part of risk management within pet care businesses. Cox shared that her company requires clients to sign evacuation authorization forms allowing staff to remove pets in the event of mandatory evacuation orders.

“We’ve never had to use it,” she said, “but having it in place ensures we’re prepared.”

Professionals operating in wildfire, hurricane, or flood-prone regions increasingly incorporate written emergency protocols, secondary contacts, and evacuation authority into their client onboarding process.

Legislation in this area reinforces what many businesses have already formalized: disaster preparedness is not optional.

Pet Limits and Capacity Questions In late 2025, Hartford, Connecticut, considered an ordinance limiting households to a total of six pets, with no more than four dogs. Exceptions were included for licensed kennels, shelters, rescues, and temporary fosters.

The proposal followed reports from animal control officers citing sanitation concerns, unvaccinated animals, and aggressive behavior in highdensity pet households. However, field experience suggests that raw numbers may not always reflect welfare conditions.

NAPPS member Tiffany Sarah Jackson described two separate households, each with 13 animals. In one case, the home was clean, odorfree, and medically organized.

“They took excellent care of every pet,” Jackson said. “I could contact their veterinarian directly if needed.”

Professional Pet Sitter · Spring 2026

For professional pet sitters, these themes reflect operational considerations that inform daily work: assessing behavioral changes, evaluating household stability, clarifying emergency authority, and educating clients within professional scope.

The legislation highlights the relevance of professional standards, documentation practices, and continuing education. n

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www.petsitters.org

T IPS O F T H E T R A D E

By Erin Wisneski

Setting Boundaries: The Policies That Protect You and the Pets You Love Why ‘No’ Is Sometimes the Most Professional Answer

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et sitters tend to have two things in abundance: big hearts and a deep love of animals. Unfortunately, that combination can lead to burnout.

Professional pet sitting is built on trust, compassion, and reliability. Clients rely on you during important moments like vacations, emergencies, and life events. But over time, the desire to be helpful can quietly turn into overcommitment.

The problem is caring without limits. Sustainable pet sitting businesses require clear, consistent policies—boundaries that act as guardrails to protect everyone involved.

Why Pet Sitters Struggle with Boundaries

According to Sheryl Green, “When you set boundaries, you only make promises author of You Had Me at No, you know you can keep. That keeps pets healthy and safe, pet sitters often struggle with boundaries for a few key reasons. clients happy and confident, and you sane.”

“The most obvious reason is that they love animals,” she said.

— Sheryl Green, author of You Had Me at No “While it’s difficult to say no to people, saying no to a cute, fuzzy creature is even harder. We don’t want to feel like we are letting an animal Protect Your Calendar down.”

Time is often the first boundary to slip.

There’s also financial pressure. Turning away work can feel risky, Start by blocking non-negotiables like vacations, family events, and especially for full-time sitters. And relationships often become personal. rest days, then protect them. If a client calls and asks you to sit during your “Pet sitters aren’t just service providers,” Sheryl explained. “You become sister’s wedding, the answer must be no. an extension of the family. That makes it even harder to say no.”

These instances can be the perfect opportunity to build referral But without boundaries, compassion turns into resentment. And partnerships. Connecting clients with trusted sitters supports the industry resentment leads to burnout. while protecting your time.

Clear communication expectations matter, too, such as response Boundaries Are Safe and Professional time windows, cut-off times for same-day requests, and availability during When boundaries are unclear, overcommitment leads to stress and overnight sits. mistakes. Imagine rushing across town for a midday visit or boarding too During a past webinar on establishing and maintaining boundaries, many dogs to avoid disappointing clients. In both cases, safety and quality Adina Silberstein, owner of Queenie’s Pets, said expectations can quickly suffer. spiral out of control when communication isn’t clearly defined.

“When you set boundaries,” Sheryl said, “you only make promises you “If you are always on call,” she said during the session, “people expect can keep. That keeps pets safe, clients confident, and you sane.” you to be on call. You set expectations.”

That’s professional, not selfish.

In other words, clients don’t create the standard; you do. Without boundaries, constant communication leads to burnout. www.petsitters.org

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Professional Pet Sitter • Spring 2026

T IPS O F T H E T R A D E Charge Like a Professional

Boundaries rooted in values don’t shrink your business. They shape it.

Which brings us to something deeper than policies.

In her webinar, Adina emphasized the importance of understanding your Unique Value Proposition (UVP), which is the clear reason clients should choose you over anyone else. If you don’t know what makes you different, it’s much harder to hold firm when someone pushes back.

Fear creeps in.

What if I lose this client? What if I lose income? What if I lose staff?

But as she put it: “The goal is not to do business with everybody who needs what you have. The goal is to do business with people who believe what you believe.”

You don’t have to serve everyone. In fact, you shouldn’t. Target a smaller market segment and dominate it. When you’re clear about who you are and what you stand for, boundaries feel less like rejection and more like alignment.

If time is the first boundary to slip, money is usually the most uncomfortable. Money conversations can feel awkward but avoiding them is costly.

“If you don’t charge enough, you’ll end up resentful and burned out,” Sheryl said. “And you’ll drag down the entire industry.”

Strong money boundaries include: • Charging appropriately • Charging for meet-and-greets • Raising rates when needed • Refusing to negotiate core pricing Charging for a meet-and-greet is not “crazy.” Professionals charge for their time. And when it comes to rate increases? You don’t need to apologize for growth. When you’re confident in your value, clients respond with confidence, too.

Communicating Boundaries Without Guilt

The ‘Just One More Thing’ Trap

Even when you know your policies are right, guilt can creep in. Sheryl addresses this head-on: “Boundaries aren’t something you do to people,” she said. “They’re something you do for people.”

That shift changes everything. When you see boundaries as a tool for delivering top-notch care to both two- and four-legged clients, the guilt fades, making it easier to be honest, clear, and up front. You can be kind and firm at the same time.

And sometimes, despite your best efforts, you may need to part ways with a client. Adina offered simple, professional language for those moments: “At this time, we are unable to assist you with your needs.”

No drama. No over-explaining. If possible, refer them to a colleague who better fits their needs. Collaboration strengthens the industry, and boundaries don’t have to burn bridges.

Scope creep rarely announces itself. It starts small. “Could you water the plants?”, “Can you grab the mail?”, “Oh, and there’s one more cat now…”

Most requests aren’t outrageous. But the issue isn’t the task; it is the assumption that the task is included. Be clear upfront about what’s included, as well as what costs extra, what’s billed hourly, and what’s outside your scope. If something is added, keep it simple: “I’m happy to help—that service is billed at $X.” As Sheryl said, “Handshakes are great, but you can’t disagree with written agreements.”

Safety Boundaries Are Non-Negotiable Some boundaries aren’t about convenience. Sheryl encourages sitters to assess their abilities honestly: • Allergic to cats? Don’t sit for cats.

• Uncomfortable with needles? Don’t agree to giving injections.

• Not equipped for high-energy dogs? Say no.

Boundaries Prevent Burnout Strong boundaries around time, money, scope, safety, and values all support one goal: sustainability.

“When you protect your time, charge appropriately, and don’t take on situations you can’t handle,” Sheryl said, “you protect yourself from burnout.”

Pet sitting is a wonderful career. You get paid to cuddle animals. But longevity requires clarity. You hold the reins when it comes to defining: • When you work • What you charge • What you provide • What you won’t do

It’s always okay to prioritize safety.

Adina’s company operates under a “No Pain, No Force, No Fear” model and refuses to use aversive tools.

“I let them know this isn’t a good fit,” she said, adding that it doesn’t hurt business because “people want to buy from companies whose values they align with.”

Boundary Check: Are You Clear in These Areas?

And then—even when it’s uncomfortable—you stick to it. n

Ask yourself: • Do I have written policies clients sign?

• Have I blocked non-negotiable personal dates on my calendar?

• Do I charge for meet and greets or extended services?

• Is my scope of service clearly defined?

• Do I know my Unique Value Proposition?

• Am I confident saying, “This isn’t a good fit”?

About the Experts Sheryl Green is the author of You Had Me at No (available on Amazon) and works with pet sitters on building sustainable, burnout-free businesses rooted in clarity and confidence.

Adina Silberstein is the owner of Queenie’s Pets and founder of @ AdinaJoyCoaching, where she mentors pet care professionals on building valuesdriven, profitable businesses.

Healthy boundaries don’t limit your business—they define it.

Professional Pet Sitter · Spring 2026

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www.petsitters.org

T IPS O F T H E T R A D E

By Erin Wisneski

How to Get 5-Star Google Reviews Without Begging Build Trust, Make it Easy, and Turn Great Service into Public Proof

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f you run a service business— pet sitting, dog walking, home services—Google reviews are one of the strongest signals potential clients use to decide whether they trust you.

People don’t just read your website anymore. They read about you. A steady stream of recent, detailed, 5-star reviews can help you: • Show up higher in local search results (especially in the Google Map Pack) • Increase click-throughs from search and Google Business Profile • Convert “maybe” inquiries into confident bookings • Justify professional pricing (without defensiveness) • Reduce time spent proving yourself on discovery calls And the best part? You don’t need to beg. You need a system. Because the truth is: satisfied clients usually leave a review… they just don’t think to, don’t know what to say, or don’t have the link handy when the moment passes.

Your job is to catch the moment and remove friction.

“Great service gets remembered.

Specific, detailed reviews get new clients.” importantly, they create moments that clients remember. When pet parents feel cared for and reassured, they’re far more likely to share that experience publicly.

Stop Thinking of Reviews as ‘Asking for a Favor’

Ask at the Right Time (This is Everything!)

A review isn’t charity. It’s feedback. It’s a quick way for clients to say, “This business delivered what they promised.” When you frame it like that, the ask becomes more comfortable and more professional.

Try thinking of reviews as a way for clients to help other pet parents find safe, reliable care; support a small business they already value; and reflect on the real experience your business provides. In other words, you’re inviting them to share what has already happened.

Timing matters more than wording. The best times to ask for a review are when the client is already happy and the value is fresh: • Right after a successful first service (especially if they were nervous) • After a longer booking ends (vacation sits, holiday coverage) • After you handled something stressful well (a pet was anxious, a schedule changed, the weather was rough, etc.)

• After a genuine compliment (“Thank you so much, we really appreciate you!”)

Deliver Review-Worthy Moments on Purpose Five-star reviews don’t come from “doing the basics.” They come from clients feeling seen, relieved, and confident. Your review strategy should start long before you ask. Businesses that are successful with obtaining reviews build “review triggers” into their services. For a pet sitting business, this looks like: • a thoughtful post-visit update • a great photo that shows the pet relaxed and happy • noticing something small and helpful (i.e., refilling water, wiping muddy paws) • consistent professionalism: on time, calm, predictable

The worst times? When they’re rushing, something minor went wrong and they’re processing it, or weeks after the service. Catch the “high trust” moment. That’s when reviews happen naturally.

Make it Ridiculously Easy to Leave a Review If a client has to search for your Google listing, click around, or guess where to go, most won’t do it. Your system should be: one click → five stars → done.

Do this: 1. Create your direct Google review link (from your Google Business Profile dashboard) 2. Put that link everywhere:

These “review triggers” help your business stand apart. More www.petsitters.org

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Professional Pet Sitter • Spring 2026

T IPS O F T H E T R A D E

• • • •

•

in a “thank you” text in your post-service email in your invoice/receipt message in your onboarding or welcome email (not as the first thing—more like “whenever you feel ready”) in a QR code on a small handout/card (great for in-person businesses)

Bonus: personalize it! If you use email or text templates, include the pet’s name. People respond to personal touches. Example: “Thank you again for trusting me with Luna. If you have a minute, a quick Google review helps other pet parents find reliable care—and it means a lot to my small business.”

How to Ask for a Google Review A review request should feel natural and confident—not apologetic. The best asks are short, friendly, and tied to a positive moment. Here are a few examples you can adapt.

Text message “Hey [Name]—so glad everything went smoothly with [Pet Name]. If you have 60 seconds, would you leave a quick Google review? Here’s the link: [link]” After a compliment Client: “Thank you so much!”

You: “That means a lot. If you’re ever willing, a quick Google review would help other pet parents find us. Want me to send the link?”

Email Subject: Thank you for trusting us with [Pet Name] Hi [Name], Thank you again for trusting us with [Pet Name]. If you’re open to it, a quick Google review helps other pet parents find reliable care and supports our small business.

Here’s the link: [link] If you’re not sure what to write, you could mention what you appreciated most or how [Pet Name] did while you were away.

Thank you!

[Your Name]

Professional Pet Sitter • Spring 2026

By Erin Wisneski

Give Clients a ‘Prompt,’ Not a Script

Timing Is Everything

One reason people don’t leave reviews is that they don’t know what to say. The fix isn’t telling them exactly what to write but rather giving them ideas. Add two to three simple prompts in your ask: • “What did you appreciate most about the experience?”

• “What was your pet like when you got home?”

• “What would you tell a friend who’s considering hiring us?”

• Ask for reviews when trust is highest: • After a successful first service • After a long booking • After handling something stressful well • Right after a genuine compliment

This results in longer, more specific reviews, which are the kind that actually persuade new clients. Because “Great service!” is nice… but “They were calm with my anxious rescue dog and sent updates that let me actually enjoy my trip” is conversion gold.

Create a ‘Reviews Routine,’ so You’re Not Randomly Asking The easiest way to stop feeling awkward is to turn review asks into a normal workflow. For example: • Ask after every first booking • Ask after every long booking • Ask after every three to six services for repeat clients (not every time) • Ask at year-end as part of a “thank you” email (“If we’ve helped you this year…”)

You can also add a simple note to your CRM or calendar: “Review ask sent?” so you’re consistent without being annoying.

What to Do Once You Start Getting Reviews Reviews are reusable marketing assets.

Always respond (yes, even to 5-stars). A short reply shows you’re active and grateful, and it can reinforce keywords naturally (without sounding spammy). Example response: “Thank you, [Name]! We loved caring for [Pet Name]. We’re so glad the updates helped you feel at ease while you were away. Appreciate you taking the time to share this!”

Turn reviews into content • Create social posts: “Client love!” (with permission if using names/photos) • Add quotes to your website • Add them to onboarding materials (“Here’s what clients say…”)

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Make Giving A Review Ridiculously Easy Your review system should be simple: One click → five stars → done

The One Thing Most People Forget: Ask Your ‘Raving Fans’ First Not all clients are equal when it comes to reviews. Start by asking clients who are your easiest yeses, like repeat clients who love you and clients who refer you to their friends. Bonus: These client reviews will set the tone for your overall rating.

Keep it Clean: What Not to Do A few things can backfire or violate platform norms: 1. Don’t offer discounts or gifts in exchange for reviews (it can look like bribery).

2. If someone is dissatisfied, handle it privately and professionally. A review should reflect the experience, not pressure.

3. Don’t argue publicly with negative reviews (respond professionally and take it offline).

4. Avoid soliciting reviews from friends or family who haven’t experienced your services firsthand. Authentic feedback builds trust; manufactured praise undermines it.

Your goal is trust, and trust is built through transparency and consistency, not gaming the system. Use reviews like the assets they are: respond, repurpose, learn, and let them reinforce the professional reputation you’re already earning. n

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B USINESS

By Keith Pearsall, CIC, CWCA

Before You Assume You’re Covered

Two Critical General Liability Exclusions Pet Sitting Businesses Can’t Afford to Ignore

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ost professional pet sitters carry general liability insurance. It’s often required by associations, clients, landlords, and even some municipalities.

Having coverage provides peace of mind.

But what many pet sitters don’t realize is that general liability policies are built just as much around exclusions as they are around coverage.

Not all general liability policies are the same— and sometimes, you get what you pay for. In other words, what’s not covered can be just as important as what is.

While general liability insurance is designed to protect your business from thirdparty bodily injury or property damage claims, it does not cover every exposure a growing pet sitting company faces. As your business evolves—hiring employees, signing contracts, expanding services—new risks emerge that may fall outside the scope of your liability policy.

What should I review in my insurance policy? First and foremost, review the exclusions in your insurance policy.

“Many pet sitters assume employment-related lawsuits are something that only large corporations deal with. In reality, small service businesses are often more vulnerable.”

All insurance policies contain exclusions.

Some more than others. Is there a standard number of exclusions? The simple answer is no.

(When you are having trouble sleeping, pull out your general liability policy and flip through the exclusions section. I promise this works better than counting sheep.) Have you ever looked to see how many exclusions your policy encompasses? Most have around 17. Of course, sometimes even more are added to the back of the policy.

When I reviewed a competitor policy the other day, I counted over 80 exclusions. The challenge? Most insurance is purchased online today, and buyers rarely seek out the exclusions before completing the purchase. (It’s not like buying a car, where you can easily compare features side by side.) In this article, I’ll touch on two of the more problematic exclusions we see. These are true exclusions found in many general liability policies, not limitations, which we’ll cover in a future piece.

—­Keith Pearsall These claims fall under what’s known as Employment Practices Liability Insurance (EPLI). Many pet sitters assume employment-related lawsuits are something that only large corporations deal with. In reality, small service businesses are often more vulnerable.

Pet sitting companies often operate with small teams, flexible scheduling, part-time workers, and informal management structures. Without formal HR processes in place, misunderstandings can escalate quickly.

For example, imagine a pet sitter who is let go after repeated scheduling issues. The sitter alleges the termination was discriminatory or retaliatory and files a complaint. Even if the allegation is unfounded, the cost to defend against it can be significant.

Here’s the key issue: your general liability policy is not designed to respond to that type of claim.

General liability focuses on third-party bodily injury and property damage, such as a client’s house flooding because you left the water on or a dog biting another person while it is in your care. It does not address internal employment disputes or potential discrimination allegations from a client.

As soon as you have employees—even just one—your exposure changes.

EPLI is typically a separate policy designed to cover defense costs and potential settlements related to employment-related claims.

If your pet sitting business is growing beyond solo operations, it’s important to review whether EPLI coverage is appropriate for your business structure.

1. Employment-Related Practices Liability (EPLI) One of the most misunderstood exclusions in general liability policies involves employment-related practices. General liability policies typically exclude claims arising out of: 1. Wrongful termination 2. Discrimination 3. Harassment 4. Retaliation 5. Failure to promote 6. Hostile work environment 7. Third-party claim allegations www.petsitters.org

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2. Workers’ Compensation Exclusion Another limitation in general liability policies is the workers’ compensation and employers’ liability exclusion.

General liability policies specifically exclude bodily injury to employees arising out of and in the course of employment. That means if your employee is injured while walking a dog, lifting a heavy crate, slipping on a client’s driveway, or breaking up a pet altercation, your general liability policy will not respond.

This is because workplace injuries fall under workers’ compensation, a separate coverage required by law in most states once you have employees. This area becomes particularly complicated in the pet sitting industry because many businesses use independent contractors (1099 sitters) rather than W-2 employees.

Some owners assume that classifying workers as independent contractors eliminates the need for workers’ compensation coverage.

However, classification disputes are common. If a worker is injured and later determined by a state agency or court to function as an employee rather than an independent contractor, the business owner could be responsible for medical expenses, lost wages, and potential penalties—without insurance backing.

Consider a scenario where a dog walker is bitten by a client’s dog and requires surgery. If the walker is treated as an independent contractor but is later deemed an employee under state law, the business could be writing a check to the medical providers.

Even if you believe your sitters are properly classified, it’s important to understand that your general liability policy will not step in for workrelated injuries.

Workers’ compensation exists specifically to cover: 1. Medical expenses 2. Lost wages 3. Rehabilitation costs 4. Employer liability arising from workplace injuries If your pet sitting business employs anyone full-time, part-time, or seasonal, you should review your state’s workers’ compensation requirements carefully. Even sole proprietors may choose to carry coverage depending on their risk tolerance and business structure.

Professional Pet Sitter • Spring 2026

Honoring 25 Years of Vision and Stewardship For the last 25 years, our pet insurance programs were built, shaped, and guided by the steady leadership of David Pearsall.

From the earliest framework to the trusted programs members rely on today, David’s vision, work ethic, and commitment to doing things the right way set the standard for our industry. He understood not only the complexities of insurance but also the responsibility that comes with protecting pet care professionals and the businesses they’ve worked so hard to build.

As David steps into retirement, we extend our deepest thanks for the foundation he created, the relationships he fostered, and the lasting impact his work will continue to have for years to come.

Passing the Torch: Introducing Our New Insurance Expert Building on the foundation David helped create, Keith Pearsall will be sharing insurance insights to help NAPPS members navigate the evolving risks facing pet care businesses.

Keith specializes in insurance solutions for servicebased businesses and works closely with pet sitting companies to help them understand how coverage needs change as their operations grow.

Quick Questions with Keith Q: What experience do you bring to working with pet sitting businesses?

A: Although I am new to running the program for BIC, I have been a partner in the business with David for 30 years and have learned many of the unique challenges Pet Sitters face from him.

Q: What makes the insurance needs of pet sitters different from other small businesses?

A: Pet sitters are entering clients’ homes. They are in charge of one of their clients’ most prized possessions, their pet. Not all insurance policies are tailored to address their needs. We have been involved in the pet insurance space for over 25 years, growing and adapting to the emerging risks that pet sitters face on a daily basis.

Q: What is one piece of advice you consistently give pet sitters about protecting their business?

A: Be careful with low-cost insurance products. My brother set the standard in wanting to offer the broadest policy the industry has to offer. We occasionally lose good clients to the competition on price. Many come back after a sour claim experience.

Final Thoughts: Coverage Is More Than a Certificate General liability insurance is an essential foundation for any pet sitting business. But it is not an all-encompassing safety net.

As your business grows—hiring staff, expanding services, signing commercial agreements—your risk profile changes. The inexpensive policy you bought when you started your business may no longer be enough to cover your operations today.

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Understanding exclusions doesn’t mean you’re unprotected. It simply means you need to evaluate whether additional coverage, such as EPLI or workers’ compensation, is appropriate for your business model.

Insurance works best when it aligns with how your business actually operates—not just when it satisfies a requirement on paper. n

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Proudly Insuring Pet Service Providers Since 1995!

-- Am I covered?

-- Do I have the coverage I need?

-- Am I paying too much?

Call us today at 1-800-962-4611 ext 214 or visit us online for a no-obligation quote.

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We Provide All of the Following Coverages:

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From Passion to Systems: Key Takeaways from the 2026 NAPPS Conference What Pet Care Professionals Learned About Growth, Sustainability, and Building Better Businesses

By Nicole Gagnon, of PetPocketbook

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he 2026 NAPPS Conference was more than an event. It was a reset, a recharge, and a reminder of why this work matters. For three days, pet care professionals came together to learn, connect, and think bigger. PetPocketbook breaks down key sessions, starting with the keynote that set the tone.

naming emotions, seeking support, and deciding what to delegate or let go.

For pet sitters, protecting energy supports better decisions, stronger client relationships, and long-term sustainability.

Kevin Johnson Kevin Johnson, of Planet Paws Pet Care, reframed networking as relationshipbuilding. His message: focus on trust, not transactions. By shifting from “What can I get?” to “How can I help?”, networking becomes more natural and effective. He emphasized the need for a clear, repeatable message about who you serve and what makes you different.

He also reminded attendees that strong networks often already exist among clients, peers, and local businesses. Consistent follow-up and genuine support turn those connections into real opportunities.

Keynote Speaker: Alex Dumas Alex Dumas, of Alex Dumas Coaching, opened with an energizing message: you’re already in the game—now play to win.

He emphasized that winning is about growth and how you show up when challenges arise.

He highlighted the cost of low confidence: missed opportunities, burnout, and hesitation.

For pet sitters, this can mean underpricing, delaying hiring, or undervaluing experience.

His framework for becoming the MVP of your business: • Identity: how you see yourself shapes how you show up • Intentions: what you focus on drives results • Network: who you surround yourself with influences growth

Jennifer Carter Jennifer Carter, of Harness Canicular, LLC, emphasized that nutrition is foundational to a dog’s health, behavior, and well-being. She encouraged pet sitters to move beyond onesize-fits-all advice and focus on the individual dog.

A key takeaway was observation.

Changes in coat, energy, digestion, or behavior can signal underlying issues.

While not diagnosing, noticing patterns and communicating them can make a real difference. She also challenged common nutrition myths, encouraging more thoughtful questions and informed decisions that build client trust.

His message was clear: growth requires confidence, support, and action.

Dr. Susie Hansley Dr. Hansley, of Smart Stress Solutions, addressed a core challenge in pet care: sustaining compassion without burnout. Her key point: stress isn’t the problem; accumulation is.

In a high-demand profession, resilience means releasing stress before it builds. She outlined a practical approach: notice triggers, complete the stress cycle, and reset using tools like breathing, Professional Pet Sitter • Spring 2026

Melissa Spooner-Raymond Melissa Spooner-Raymond, of Fear Free, LLC, focused on behavior as communication. Drawing from Fear Free principles and learning theory, she showed how understanding body language and emotional state helps reduce stress and build trust.

Instead of labeling pets as difficult, she encouraged asking what the animal is experiencing. Through practical examples, she demonstrated how small adjustments can transform interactions. Observing, adapting, and documenting what works leads to more consistent, compassionate care and stronger client relationships.

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Jeanne Crockett

Roger Morgan

Jeanne Crockett, of Crockett’s Critter Care, introduced ACE Free Work, an observationbased approach that helps pets feel calm and in control. Using simple setups, she showed how allowing dogs to explore freely can reveal important behavioral and physical patterns.

A key takeaway was the value of slowing down. Subtle observations during sessions can uncover issues routine care may miss. She also highlighted how this approach supports nervous system regulation, helping reactive dogs become more relaxed. For pet sitters, it’s a simple, effective way to enhance care and build trust.

Roger Morgan, of pawTree, challenged pet sitters to rethink growth beyond trading time for money. Increasing revenue doesn’t always require more clients or longer hours. He shared ways to build income from existing client trust, including premium services, add-ons, referrals, and product recommendations. A key distinction was between income tied to time and income that continues without constant effort.

Pet sitters are uniquely positioned to make trusted recommendations that clients already seek. When done thoughtfully, this creates value while opening more sustainable paths for growth.

Michelle Kline

Kelly Winter

Michelle Kline, of DogCo Launch, focused on identifying and owning a clear market gap. Her message: growth comes from solving a specific problem better than anyone else, not offering more services.

She outlined a simple framework: identify an underserved audience, build a focused solution, act quickly, and position your business as the go-to.

Kline emphasized understanding client pain points over services. Clarity around what you do best leads to stronger positioning, better decisions, and more sustainable growth.

Kelly Winter, of Palm Coast Petsitters, LLC, addressed one of the hardest skills in pet care: saying no. Drawing on 20-plus years of experience, she emphasized that not every client or pet is the right fit, and strong boundaries are essential to sustainability.

Her key message: saying yes to everything leads to stress, safety risks, and burnout. Instead, successful businesses prioritize client compatibility, watching for early red flags like poor communication or resistance to policies. She reframed the meet-and-greet as a two-way evaluation and emphasized that fewer, better-fit clients often lead to more profitable, sustainable businesses.

Kristen Taylor Kristen Taylor, of Ignite Social Media, reframed social media as a strategic tool. Posting without intention leads to inconsistency and burnout; every post should have a purpose.

She encouraged attendees to think about who the content is for, what action it drives, and how success is measured. In pet care, marketing is about building trust, not just promoting services. She outlined key content types and emphasized consistency over perfection. Done well, social media strengthens connection, credibility, and growth.

Closing Keynote Speaker: Rolonda Hernandez

Joni Sullivan

Rolonda Hernandez closed with a powerful reminder: the gap between loving your work and running a successful business is a systems issue.

Her “Strategic AF” framework focused on being analytical and focused. She urged attendees to understand their numbers, noting that busy doesn’t always mean profitable, and to identify bottlenecks where systems are needed. She also emphasized dedicated CEO time to work on the business.

Her message: structure and intentional decisions drive sustainable growth. n

Joni Sullivan, a certified pet loss specialist, led a moving pet memorial honoring the deep bonds pet care professionals form with the animals they serve. She reframed grief as reflection and celebration, encouraging attendees to remember the small moments that make each pet unforgettable.

Participants were invited to reflect on pets they had lost, creating a shared moment of connection. She also offered practical ways to process loss, from journaling to simple memorial rituals. Her message was clear: this work is deeply personal, and those relationships matter.

Roxanne Dockter Roxanne Dockter, of Pet Nation Omaha, LLC, emphasized the importance of mission, vision, and values as the foundation of a successful business.

These elements guide both long-term strategy and everyday decisions.

She defined mission as what you do now, vision as where you’re going, and values as how you show up. Through interactive exercises, attendees began drafting their own statements. Her message: sustainable growth comes from clarity and alignment, not doing everything. www.petsitters.org

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Memories from the 2026 NAPPS Conference

Professional Pet Sitter · Spring 2026

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Is Every Client Worthy of Your Services?

How Values, Safety, and Alignment Shape a Stronger Pet Sitting Business

By Erin Wisneski

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et sitters are helpers by nature. We’re wired to solve problems, calm nerves, and make things easier for people, especially when it comes to animals we’ve come to care about. But there’s a trap hidden inside that kindness: the assumption that good customer service means saying yes to everything. It doesn’t.

In a recent issue of Professional Pet Sitter, insurance case studies showed what can happen when pet sitters ignore their instincts and accept jobs that don’t feel right. This article takes the next step, helping you to recognize those situations earlier and confidently say no.

Insurance providers consistently report that many claims begin with the same phrase: “I knew I shouldn’t have “Recognizing that not every client is a good fit taken this job.” And most of the time, the warning signs were isn’t a failure of customer service. It’s professionalism.” there from the beginning—at the meet-and-greet, in the intake form, or in the first uneasy conversation who needs what you offer. The goal is to work with clients whose expectations where a client minimized your concerns. and values align with yours.

Here’s the truth: not every client is a good fit for your business.

That mindset protects both your business and the animals in your care.

Recognizing that isn’t a failure of customer service. It’s professionalism.

Because you’re not selling convenience. You’re providing care, and care Recognizing Red Flags Early comes with standards.

Not every concern signals neglect. Sometimes a client simply wants a service you don’t offer. But certain situations raise immediate concerns about The Myth of ‘The Customer Is Always Right’ safety, welfare, or liability.

Pet sitters often get taught that the “right” move is to accommodate. Be Equipment and handling practices are a common example. Many flexible. Be agreeable. Keep the client happy. But pet sitting isn’t retail. You’re professional pet sitters establish clear policies about tools they will and will not not handing someone a product and sending them on their way. You’re walking use, particularly when those tools can cause harm or increase risk during walks into private homes, managing living beings, and making real-time decisions and handling. with safety, ethics, and liability on the line. That means there’s a difference Aversive equipment such as prong collars, choke chains, shock collars, between customer service and professional responsibility. and retractable leashes can create safety concerns for both the pet and the Being kind matters. Being helpful matters. But “being nice” can become handler. When a client’s expectations conflict with a sitter’s standards, it may dangerous when it requires you to: simply mean the partnership isn’t a good fit.

• ignore red flags Veterinary care can present another warning sign. If a client cannot • follow unsafe instructions provide basic vet information or dismisses routine preventative care, it raises • tolerate disrespect for your policies questions about how emergencies will be handled.

• accept conditions that put you, or an animal, at risk Environmental safety matters as well. Unsecured yards, broken gates, or animals known to escape may seem like minor details in conversation, but they The goal isn’t to serve everyone who asks for help. The goal is to serve the can quickly become major liability issues. clients you can help well, within standards you can stand behind.

Sometimes the most revealing signal is the client’s reaction when As one industry coach puts it, the goal isn’t to do business with everyone concerns are raised. If a sitter expresses hesitation and hears responses like www.petsitters.org

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“You’re overreacting,” “It’s never been an issue before,” or “That’s just how we do it,” that response provides valuable insight into how the client may respond if something goes wrong.

Phrases to Use When Addressing Unsafe Practices

Education vs. Enablement

When you need to speak up, these scripts help you stay

Not every problematic situation requires walking away calm, clear, and professional: immediately. In many cases, clients simply lack information, and education can be part of a sitter’s professional role.

“For safety reasons, I’m not able to use that tool. Here’s NAPPS member Melanie Parsons approaches these conversations with clarity and openness. She often tells clients, “I what I can use instead.” can’t fix your problem if I don’t know what it is.” She also begins “To provide care, I need accurate information about who many discussions with a simple statement: “I want this to be a good will be in the home and who has access.” fit for both of us.”

That language reframes the relationship. Instead of a sitter “I’m happy to help within my scope. That request falls trying to earn approval, both parties are evaluating whether the outside of my offered services.” partnership works.

Education works best when the issue is a genuine knowledge “I want this to be a good fit for both of us. Here are my gap—a new pet parent unfamiliar with heat risks for brachycephalic non-negotiables.” breeds, for example, or someone unaware of the safety concerns associated with retractable leashes.

“I’m not comfortable proceeding without a secure yard/ But education has limits. When a client repeatedly dismisses management plan/vet contact on file.” professional advice, the situation can shift from education to enablement.

“If an emergency happens, my policy is to contact the Melanie experienced this with a cat-care client who requested vet. I can’t agree to avoid veterinary care.” visits every other day. During planning conversations, she suggested leaving dry food available so the cat could graze between visits.

“At this time, we are unable to assist you with your When Melanie arrived for the first appointment, there was no dry needs.” food—only treats.

When she raised concerns that a bowl of treats could make the “This isn’t a good fit for our company, but I can refer you cat sick, the client became defensive and insisted it was fine. to a colleague who may be a better match.”

That’s the moment many sitters recognize too late: when professional expertise is treated as an inconvenience.

Use fewer words than you think you need. Clarity is NAPPS member Nancy Shaw shared a similar example confidence, and confidence is what clients feel when involving a five-month-old puppy that nearly pulled her to the you lead like a professional. ground during walks. Nancy repeatedly recommended training and suggested bringing in a professional trainer, but the client declined.

The situation wasn’t abusive. It was avoidance. But when clear safety conditions, and transparency about who will have access to the home. concerns go unaddressed, continuing service means accepting escalating risk.

Melanie, for example, is upfront about services she does not provide, such as At some point, professional advice ignored becomes professional driveway shoveling, and she avoids jobs where she feels unsafe or where client liability accepted. anxiety creates constant pressure.

Unexpected access to a home can also create serious safety concerns.

Protecting Your Standards, and Your Safety If you don’t know who should be in the house, you also can’t know who Pet sitters often feel caught between two pressures: following the client’s shouldn’t be. instructions and doing what is safest for the animal. But your responsibility Policies like these aren’t barriers to service; they’re safeguards. extends beyond the parent. It includes the animal in your care and the professional standards that protect your business.

When Walking Away Is the Responsible Choice Even if you’re “just following instructions,” that doesn’t necessarily Not every poor fit is obvious at the start. Some client relationships only protect you if something goes wrong. If the situation was clearly unsafe and reveal their problems over time—perhaps after a job accepted during a slow you proceeded anyway, you may find yourself explaining why you accepted season or reassurances that everything would be manageable. But when the job in the first place. clients repeatedly violate policies, dismiss safety concerns, conceal important Insurance case studies frequently reveal the same pattern: a minimized information, or pressure you to work outside your training, walking away bite history, a medical task outside the sitter’s training, a walk requested becomes the responsible choice. during extreme heat, or a client refusing veterinary care. Different Melanie described caring for backyard chickens in a situation that circumstances, but the same theme: the sitter had doubts and accepted the job gradually became troubling. The birds were confined for long stretches in the anyway. heat, neighbors complained, and Melanie began making extra unpaid visits to Professionalism sometimes means saying, “I can’t provide safe care check on them. under these conditions.” That’s not harsh. It’s ethical.

What began as a simple service slowly became a moral burden.

Clear policies help make those decisions easier. Many sitters establish Continuing to help meant enabling a situation that wasn’t improving. firm standards around equipment, required veterinary care, home safety Sometimes the issue isn’t the pet—it’s how the client treats the sitter.

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Nancy experienced this after suffering a severe dog bite that required surgery and temporarily prevented her from working. While she was recovering, one client became increasingly frustrated that she couldn’t provide a firm return-to-work date. In moments like that, the issue isn’t scheduling. It’s respect. Ending the relationship wasn’t emotional. It was necessary.

When ending services, many professionals recommend keeping the message simple and direct: “At this time, we are unable to assist you with your needs.”

No debate. No long explanation.

When possible, referring the client to another sitter whose services better match their expectations can help maintain professionalism while protecting your own standards.

The Clients Who Help Your Business Thrive

• Follow agreed-upon protocols • See you as a professional, not an on-call convenience • Are open to collaboration and learning

The goal isn’t simply avoiding difficult clients. It’s building a client base aligned with your values.

The best clients: • Respect your expertise • Value safety and humane handling • Communicate clearly and honestly

When your values are clear, your decisions get easier. Narrow your values down to two or three reasons people should choose your company, and be willing to pass on those who want something you don’t do or don’t do well.

And that’s the key: saying no doesn’t shrink your business. It shapes it.

The clients who align with you become your strongest Red Flags You Should Never Ignore advocates. They’re the ones “doing your marketing for you,” because they share your values and want others to find the same level of care.

Keep this list handy for meet-and-greets and intake reviews: Nancy shared an example of what true alignment looks like in • Clients use aversive tools (prong, choke, shock/epractice. One of her clients was exceptionally proactive about her dog’s health. She asked detailed questions at veterinary visits—from collars, retractable leash) joint stiffness to nutrition—and adjusted care as Max aged. Over • Known bite history that’s minimized or blamed on time, she also recognized when Max would benefit from overnight others stays instead of drop-ins, and she advocated for what he needed. The • “Runner” dog plus unsecured yard, broken gate, or result: Max thrived. casual attitude about escapes That’s what alignment looks like. The client respected • Medical tasks you’re not trained/comfortable doing professional input, stayed engaged in her pet’s well-being, and understood that care evolves over time. (injections, fluids, complex dosing) When clients value expertise, pets benefit. And when pets • Pet parent refuses vet care or asks you to avoid the vet benefit, the work feels collaborative, not combative. to save money

• • •

Incomplete transparency about who will be in the home or who has access Dismissive communication when you raise a concern (“You’re overreacting”) You feel dread before the job even starts

If a red flag shows up, pause and ask: Can I provide safe, ethical care under these conditions? If the answer is no, the most professional response is to decline. www.petsitters.org

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Professionalism Means Making Hard Calls Caring deeply about animals doesn’t mean tolerating unsafe situations. Pet sitting is a professional service built on judgment, skill, and standards. If you feel the need to ask someone whether you should take a job, you probably already know the answer.

The strongest pet sitting businesses aren’t built on volume.

They’re built on ethics, clarity, and the confidence to choose alignment over anxiety. Trust your instincts. Protect your standards. Your future self—and your clients’ pets—will thank you. n Professional Pet Sitter · Spring 2026

NAPPS ABOUT YOUR ASSOCIATION Upholding Excellence: The NAPPS Pledge of Professional Conduct As professional pet sitters, we know that trust, compassion, and integrity are the foundation of our work. That’s why the NAPPS Pledge of Professional Conduct exists—to guide our members in running businesses that reflect the highest ethical standards and humane care for pets and people alike.

Promote Your Commitment NAPPS members are encouraged to feature the Pledge on their website, social media, and marketing materials. Sharing this pledge demonstrates your dedication to professionalism and ethical practices, builds client trust, and highlights your standing as a NAPPS member committed to excellence.

By embracing the Pledge, NAPPS members commit to: Conduct • Treat fellow sitters, employees, clients, and competitors with honesty and integrity • Avoid actions or statements that defame competitors or bring dishonor to the pet sitting profession • Operate their business professionally and elevate the pet sitting industry in their community Service • Provide skilled, safe, and compassionate care for all pets entrusted to them • Maintain strict confidentiality of client information • Safeguard clients’ homes by taking all reasonable precautions Education • Continuously expand their knowledge of professional pet sitting • Promote responsible pet ownership to clients and the community • Participate in educational opportunities to provide superior service Legal Responsibility • Comply with all local, state, and federal regulations related to animal care • Obtain written consent before promoting products or services in connection with NAPPS By taking the Pledge, members affirm their dedication to professionalism, ethical business practices, and lifelong learning—demonstrating to clients and the community that they are committed to excellence in every aspect of pet care.

For more information on how to adopt the Pledge or renew your commitment, visit www.petsitters.org.

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CO N N EC T WITH NAPPS PET LOSS SUPPORT

By Joni Sullivan, Pet Loss Bereavement Specialist

The Hardest Goodbye in Pet Sitting Understanding Grief, Emotional Connection, and Why Professionalism Doesn’t Mean Holding It All In As pet professionals, You Must some of us train Make Space ourselves not to to Grieve get too emotional If there’s one or too involved thing to take from with our clients. I this, it’s this: you say some because must allow yourself some of us failed to grieve. You must that training. take time to pause We try hard to and grieve the loss be professional, of all the pets you offering advice loved and cared or being the for. It is a loss, go-to person for and if you don’t all things pets. give yourself time When we let our to process it, your guard down, it can mind will—and not feel like we are always at the best not professional. time. If you push The bond we build with the pets in our care is it aside, those emotions There is a time and place real, and so is the grief when they’re gone. for that kind of thinking. don’t disappear. They However, when it comes surface later, often when to the passing of a pet, put the training away. you least expect them.

You have to allow yourself to feel and work through it so Allowing Grief to Be Seen you don’t have all the emotions bottled up. Some losses will In William Worden’s Grief Tasks, he says the second task hit harder than others. We all have those pets on our schedule is to feel the pain, which would look like crying, sadness, that we love but don’t click with. Then we have those pets anger, and sometimes guilt. We need to express this pain; it that are like a heart pet to you. Give each pet that passes the is healthy for us to cry a little or show sadness in front of the time needed to process the loss. client. Society doesn’t understand the bond between an owner and their pet, so they discredit the grief we feel.

The Hardest Part of the Job As a pet professional, you can help the client know it’s By far the worst part of our jobs is saying goodbye to one ok to grieve, that grief is just as real and important as that for of our pet clients. I’m truly sorry for all the losses you have a human. You may be the only place they can go to find that gone through and will go through in your career. I will tell you, safe place. you made a difference in their lives and loved them well.

When Your Grief Goes Unseen What do you do as a pet pro for yourself? There will be times when you have clients who treat you as if you had no emotional attachment to their pet. That adds insult to injury when it comes to the pain, so now it’s a double hurt.

Hopefully, you have a group of friends who understand what you are going through, and you can talk with them.

NAPPS offers a pet pro grief support group on the second Wednesday of the month at 8 pm EST, once a quarter, for a safe place to talk (see details in the Pet Loss Support Group box). You may be able to find a group near you. Another resource is the Association of Pet Loss and Bereavement. www.petsitters.org

Joni Sullivan serves on the NAPPS Board of Directors and is co-owner of Joan of Ark Pet Sitting in Rockland, Massachusetts.

Details About NAPPS Pet Loss Support Group Each quarter, NAPPS members are invited to participate in interactive Zoom discussions hosted by Joni Sullivan, a pet loss bereavement specialist. Zoom access details will be shared via the private NAPPS Facebook page and broadcast email—so be sure to keep an eye out.

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Professional Pet Sitter · Spring 2026

NAPPS MEMBER BENEFITS Turn Your NAPPS Listing into a Client-Generating Tool Can potential clients locate you through the NAPPS Find a Pro locator on the NAPPS Website? If you’re not sure, now is the time to take a few minutes to review and update your profile.

Keeping your information current helps ensure that potential clients can easily find and contact you. Take a moment to verify your contact details, including: 1. email address 2. services offered 3. pets cared for 4. zip codes you serve Be sure to review the zip codes of the areas you service and the services you provide, and ensure that your area code is listed and that all your contact details are included. All updates can be made in the Update Profile area of the NAPPS website --> Members Only.

Make the Most of Your Listing Customizable “About My Business” Area Add text that highlights your services, experience, and what makes your business unique. This customized section appears directly on the NAPPS Find a Pro locator page.

Photo Area Upload a professional photo or your company logo to help your listing stand out and build trust with potential clients.

Review or Update Your Profile Today 1. Visit the NAPPS website 2. Log in to the Members Only Section using your username and password 3. Click Member Profile --> Edit Bio 1. Add or update text in the About My Business area 4. Click Upload/Change Photo to add your photo or company logo Your Find a Pro listing is one of the most valuable tools included with your NAPPS membership, helping connect you with pet parents actively searching for professional pet care.

We hope you are taking full advantage of all the benefits of your NAPPS membership.

If you have any questions, please let us know—we are happy to assist.

Professional Pet Sitter · Spring 2026

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www.petsitters.org

Latest NAPPS Certification Members Each issue, we salute the NAPPS members who successfully completed the NAPPS certification course. This self-paced program covers topics important to professional pet sitting, including pet care, health, nutrition, the behavior of various species, business development and management, pet safety, and a complete pet first aid course.

Once purchased, participants have six months to complete the course and must earn a score of 75 percent or higher to earn NAPPS Certification.

Please join us in congratulating the following members who earned their NAPPS Certification between October 7, 2025, and March 10, 2026, demonstrating their dedication to professionalism and continuing education in the pet sitting industry: Melissa Hanna of Butterfly Kisses Pet Sitting LLC

Anjanette Sanchez of AAA Pet Care, LLC

Rhokia Rosado of Pawsitively Happy Paws LLC

Denise Malavenda of Denise Malavenda

Selena Price of Wet Nose Walking Pet Services

Shannon Goebel of Leash By The Lake

Adriana Vasquez of Themylo’s House Doggy Daycare

Rebecca Chatham of Rebecca Chatham

Julie Sullivan Shetter of Diamond Pet Sitting

Sara Pauly of Rufus And Delilah Dog Walking & Pet Sitting

Megan White of Kibbles and Kisses Pet Sitting

Hali Hesson of Hali Does Pet Care

Hannah McLeod of Quality Pet Services LLC

Jacqueline Ingram of Little and Large Professional Pet

Kenna Clark of Clark Pet Sitting Etc.

Sitting

Miranda Young of Magnolia Pet Sitting Services

Leah Landi of Paws & Play Pet Fitness, LLC

Test Your Knowledge and Earn CEUs! Take the NAPPS Professional Pet Sitter Test to earn renewal CEUS. Answers can be found in this issue.

Be sure to email your answers to cdelaney@petsitters.org and include the subject line: Spring 2026 Issue Quiz.

1. What term does Nicole Gagnon use to describe the moment when pet sitters realize how much easier their operations become after implementing management software?

A. The efficiency breakthrough B. The productivity shift C. The “Aha” moment D. The workflow reset

3. According to the article on professional boundaries in pet sitting, which author works with pet professionals on building sustainable, burnout-free businesses?

A. Rachel Reisner B. Sheryl Green C. Amber Van Denzen D. Tiffany Sarah Jackson

2. According to the article on new animal welfare laws, which state has banned elective declawing of cats?

A. Oregon B. California C. Washington D. Nevada

4. After 25 years guiding the NAPPS pet insurance program, David Pearsall is retiring. Who will be sharing insurance insights with members going forward?

A. Kevin Johnson B. Keith Pearsall C. David Pearsall Jr. D. Mark Reynolds

www.petsitters.org

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5. According to the article on page 19, what is the primary goal when deciding whether to accept a new client?

A. To serve as many clients as possible B. To offer the lowest rates in the area C. To work with clients whose expectations and values align with yours D. To accept every job during slow seasons

Professional Pet Sitter · Spring 2026

Welcome Our New Members NAPPS welcomes new members who joined between December 16, 2025 to March 11, 2026. Here they are in alphabetical order by state and foreign countries:

California

Missouri

Sarah Harrison, Ollie and Bear Dog Professionals LLC, San Francisco Belinda Zamora, Auntie Lindy’s Pet Care, Huntington Beach Sheila Burke, Posh Pets, Oceanside

Diana Hall-Duebeibeis, A Waggin’ Good Time! LLC, St. Peters

Florida Michael Koransky, Mike’s Muttz, The Villages Olivia Glenn, Bark and Breakfast by Olivia, Palm Bay Shawna Skouby, The Pet Nanny of SWFL, Bonita Springs Regina Harpster, Cattin Around, Vernon

Georgia Victoria Enever, Berkeley Lake Pet Sitting LLC, Berkeley Lake Nina Giordano, Savannah Bark Babe, LLC, Savannah Taylor Tieder, Tell Tail Heart Pet Care LLC, Canton Jan Perez, Jan Can! Petsitting & Dog Walking, Decatur Cynthia Vet, Pet Buddy Pet Sitting, LLC, Decatur

Hawaii Janice Uga, Pono Petcare Services, LLC, Honolulu

Iowa Jalyn Reinhold, Happy Tails Academy, LLC, Kelley

Maryland Julio Garcia, Silver Spring and Chevy Chase Pet Services, Silver Spring

Massachusetts Stephanie Northway, Stephanie Northway, Boston

Nevada Jocelyn Coleman, MoMarble Pet Services, Las Vegas Cinda Steele, Reno Critter Care LLC, Reno

New Jersey Jennifer Ernst, Paws on the Ground, Medford Lakes Monica Boeru, Walks Wiggles and Wags, Succasunna

North Carolina Jeanne Crockett, Crockett’s Critter Care, New Bern Anthony & Maria Connochie, Raleigh Trusted Petsitting, Fuguay Varina

Ohio

Virgina Maureen Nemec, Maureen’s Pet Sitting, Fairfax

Washington Katie Rundquist, Pet Sitting with Katie R, Ravensdale

Joy Battistini, Joy’s Pet Spot, Loveland

Wisconsin

Oregon

Shannon Goebel, Leash By The Lake, Sheboygan

Hali Hesson, Hali Does Pet Care, Wood Village

Pennsylvania Rebecca Wilson, Love & Loyalty Pet Care LLC, Elverson

Rhode Island Edward Garabedian, Garabedian Pet Sitting, Cranston

Texas Norma Zakroff, Independent Cat Sitter, Houston

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