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How to Handle Last-Minute Pet Care Requests Like a Pro

The Ping You Weren’t Expecting

It’s 7:42 PM on a Thursday, and your phone buzzes:

“Hey! Can you watch Bella this weekend? Totally forgot to book someone, LOL!”

Your first thought might be: You’ve got to be kidding me.
Your second thought? How do I say no without losing this client?

Welcome to the life of a pet pro during travel season.

But here’s the good news: last-minute requests don’t have to stress you out. When handled well, they can strengthen your client relationships and even elevate your business.


Why Last-Minute Requests Happen

Most clients don’t mean to be inconsiderate. They forget, get overwhelmed, or assume you’re always available. Others are new to pet care scheduling and genuinely don’t understand how booked you get.

Understanding the psychology behind these requests helps you respond with grace—without burning out.


3 Smart Ways to Respond Without Saying Yes to Everything

Here’s how to handle last-minute pet care requests like a pro (without feeling like a doormat):


1. Set a Clear Policy—and Stick to It

If you don’t have a last-minute request policy in place, it’s time.

  • Minimum 48-hour notice required for new bookings
  • Additional $25–$50 fee for bookings made under 24 hours
  • Requests within 12 hours are only accepted based on emergency status


2. Keep a Template Reply Ready

When the last-minute messages roll in, the worst thing to do is wing it. You’ll either say yes out of guilt, or overexplain and sound defensive.

Here’s a professional reply you can adapt:

Hi [Name], I’d love to help! Because this request is under 24 hours, there is a [fee] and I’ll need to confirm availability once current clients are squared away. I’ll let you know by [time]. If I’m unable, I’ll refer you to someone I trust. Sound good?

It’s firm, kind, and positions you as a professional with systems—not a pet care pushover.


3. Offer a Loyalty Exception—Strategically

Have a long-time client you love? Making a one-time exception (with your fee still intact) can build huge loyalty.

Just be clear that it’s not the norm.

“Normally I require 48 hours, but since you’ve been with me since the start, I’ll squeeze it in this time!”

Clients remember these moments—and often refer you because of them.


Marketing Angle: Turn “Emergency” into Authority

You might think last-minute requests are just a nuisance, but handled publicly (and professionally), they’re an opportunity to build trust and show leadership.

How to market this without sounding braggy:

  • -Share a social post with tips for booking early
  • Write a client newsletter titled “Why I Charge a Last-Minute Fee (and Why You’ll Thank Me)”
  • Add a FAQ to your website about emergency bookings
  • Record a short video explaining how you handle urgent requests


What If You Do Say Yes? Set These Boundaries

If you do take a last-minute request, protect your time:

  • Keep communication brief
  • Require payment upfront
  • Set clear pick-up/drop-off instructions
  • Don’t bend your usual protocols just because it’s “urgent”


Final Bark

You can’t control when clients reach out—but you can control how you respond.

By setting clear policies, using thoughtful communication, and turning urgency into authority, you’ll not only keep your sanity—you’ll build a stronger reputation.

So next time a client says, “I know it’s last minute, but…”
You can smile and say, “Let me tell you how I handle that.”

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