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Journal Reports

What are journal reports?

Journal reports, a key feature of Precise Petcare, allow our team to directly update clients on their pets’ well-being following scheduled services. These reports are typically sent after each service, providing a comprehensive way to keep clients in the loop. They offer clients reassurance by detailing the care their pets have received from us.

Every journal report generally contains a title, a checklist of completed tasks, photos of the pet, a map of any walks taken, and any additional observations or notes.

How do I send a journal report?

To submit a journal report after a scheduled service:

  1. Login to your pet sitter account.
  2. Go to Scheduling > My Schedule.
  3. Locate the service you’d like to submit a journal for and click Journal. Please note that this button doesn’t appear in a service box until the day of the scheduled service.
  4. Fill out the pop-up form using the best practices below.
  5. Click Save and Email Client.

Then, you’ll be redirected to your My Schedule page where you can see if the journal report was submitted successfully. If so, you’ll see a green confirmation message appear at the top of your screen saying “Pet Care Journal Added” along with a blue journal icon Screen Shot 2022 08 15 at 4.11.06 PM inside the service box. If the icon eventually turns white Screen Shot 2022 08 15 at 4.12.38 PM that means it’s been viewed by the client.

Is it required that I write and send journal reports after each service?

Though not required, we believe sending journal reports (communicating with clients!) after each completed service is an important part of what we do in regards to how it impacts our client experience. Imagine if you hired a dog walker for your fur baby and afterwards, had NO idea how the visit went, where they walked, or even if your dog got along with the assigned dog walker. It would be hard to justify paying for a service where you’re left in the dark about how everything went, right? It is in your best interest to communicate clearly, effectively, and consistently with our clients after you complete services with their pets- and you can do that very easily by constructing and sending journal reports!

How can I get additional help with writing journals?

You can get additional help from viewing previous journals that team members have submitted for services they’ve completed! By being able to view their journals, you can hopefully gain some inspiration for how to write your own!

This option is only available for repeat clients who have worked with us previously. If it’s a new client and you’re the one completing the first service with them, you won’t have the option of viewing a previous journal report (since there was no report sent previously!). To view a previous journal for a service, locate the note within the service box that reads “Previous Visit” and click on the journal icon Screen Shot 2022 08 15 at 4.12.38 PM either next to or below it.

Screen Shot 2022 09 13 at 4.17.03 PM

Can I see an example of a completed journal report?

Sure thing! Please click on the Download button below to view a sample report!

Sample Journal ReportDownload

Journal Titles

The first section of a journal report is the title. You can find the field for the journal title at the top of a blank journal report once you click on the blue Journal button within a service box. Remember, the service box must be in-progress (blue) or completed (light gray) in order for the Journal button to even appear.

Best Practices

  • It is recommended that every journal have a title. This helps the client see at a glance which visit your journal report is referring to. The title can include the day of the week, time of day, and/or the service. Emojis are encouraged, especially our brand emoji 💜 (purple heart).
    • Examples:
      • Monday Afternoon Dog Walk 💜    
      • Thursday Morning Cat Visit 🐾
      • Tuesday Evening Pet Visit 😻

Journal Checkboxes

The next section of a journal report is the checkboxes. The checkbox section starts with “pee”, “poop” and goes all the way through “Other Actions”. You can find the checkbox section near the top/middle of a blank journal report once you click on the blue Journal button within a service box. Remember, the service box must be in-progress (blue) or completed (light gray) in order for the Journal button to even appear.

Best Practices

  • It is best to check off EVERYTHING that occurred during your completed service. That way, the client can get a clear, detailed idea of how the service went. It can be easy to miss certain checkboxes, so double checking that none were missed is highly recommended! 
  • In the “Other Actions” section (below pee, poop, medication, meal), you’ll notice a TON of checkbox options to check off. Please note that all checkboxes are organized in subsections by service type. That way, it’s easy to locate which checkboxes apply to you and the service you completed. The subsections are as follows:
    • General
    • Dog Walking
    • Cat Sitting 
    • House Duties

Journal Notes

The next section of a journal report is the notes (Sitter Notes to Client). This section looks like a big open blank space in a blank journal report. You can find it beneath the checkbox section near the bottom of a journal report once you click on the blue Journal button within a service box. Remember, the service box must be in-progress (blue) or completed (light gray) in order for the Journal button to even appear.

Best Practices

  • The most effective and well-received journal notes are at least 7-8 sentences in length.
  • Plenty of emojis are encouraged, in order to emphasize points and be expressive and emotive!
    • It’s especially encouraged to use the purple heart 💜 branded emoji at least once!
  • You can use the following acronym to help guide you: P.A.W.S.
    • Preface with an opener
    • Always keep things positive
    • What specifically happened? (Detailed summary of events from start to finish)
    • Statement of gratitude
Click for a deep-dive on the P.A.W.S. acronym!

Journal Photos

The next section of a journal report is the photos section. This section contains two buttons: “Choose Photos” and “Take Photo”. You can find the photos section near the bottom of a blank journal report once you click on the blue Journal button within a service box. Remember, the service box must be in-progress (blue) or completed (light gray) in order for the Journal button to even appear.

Best Practices

  • We recommend that every journal report includes at least 4 photos, and at least 1 of those photos is a selfie with you and the pet(s) in your care! This gives clients the chance to put a face to your name, adding a friendly touch to things!
Click to see a helpful pet selfie technique!
  • We highly recommend NOT taking photos of hiding, cowering, or scared pets. Photos ideally showcase happy and content pets!
    • For example, if you are working with a cat who is super shy and is hiding under a piece of furniture, instead of taking a picture of the cat, you can include a picture of a pet care duty you completed: a refreshed water/food bowl, a clean litter box, toys neatly put away in a toy bin, etc. Then, you can include a note in your journal comments stating: “X was relaxing in his spot under the bed, and I didn’t want to disturb him by taking a picture. So, I’ve included a picture of the duties I took care of for him instead!”
  • The best photos are clear and NOT blurry!
    • *PRO TIP: You can try taking photos of pets halfway through or towards the end of the service; that way their initial energy is out and they can likely hold still for a clear picture to be taken.
  • The best photos are well-lit (you can use your flash if needed!) 
  • In the best visit photos, pets take up majority of the frame in all the photos you take. Clients want to see as much of their pets as possible!
  • We recommend you NEVER snap a photo of a pet while it’s going to the bathroom! 💩 Gross!!
  • We also recommend you NEVER take a photo of pets while you’re walking them!
    • If you DO decide to take a photo while out on a dog walk, the safest way to do so is for you and the pet to stop first. Then, you can pull out your phone and proceed to take your photo. Then, you can put your phone away before you continue walking the pets! Walking and taking a photo at the same time can be unsafe simply because it means you’re distracted! 
  • Pets do NOT have to be looking into the camera for every single photo you take!
    • It can get frustrating trying to get pets to look perfectly into your camera for every shot. Candid shots of pets are definitely acceptable and more realistic anyhow! If you’d like for pets to look at the camera, however, there are several things you can try to get them to focus and look!
      • You can hold a treat right near the camera lens.
      • You can squish a squeaky toy near the camera lens. 
      • ONLY if it’s before you take them on a walk (so you don’t tease them), you can ask them if they wanna go for a walk. 
      • You can say hot words (their name, treat, toy, squirrel, walk, etc), especially if you don’t have a treat or toy on hand!
      • You can say training commands listed in the pet’s profile in Precise Petcare.

Additional Things

  • To learn all about how journal reports are viewed and understood on the client’s end, please check out this support article!
  • You are encouraged to respond to all journal comments from clients in a timely manner, especially if a client asks a question about something regarding the service, their pets, etc. Even if a client simply thanks you for your service, you are still encouraged to respond.
    • If the client asks a question, you may answer accordingly.
    • If the client presents a tip, trick, or “something to note” for future, you have the ability to make those edits to the client’s profile or pet’s profile accordingly to reflect the new information. Or, you can at least take a screenshot and send it in Slack so that we are all made aware. We’ll likely then add that to the client’s account.
    • If the client simply says thank you, you may respond with a form of “you’re welcome”.
  • *For dog walks: It’s best to aim for the following “miles walked” for each type of service duration. You can see our Journal Maps support article to learn how/where to locate your walk miles/distance!
    • QUICK Service: 0.25-0.5 miles
    • STANDARD Service: 0.5-1 miles
    • LONG Service: upwards of 2-3 miles
  • You are highly encouraged to stay at your scheduled services for the designated amount of time, as indicated by the client.
    • QUICK Service: Stay checked in (in-progress) for AT LEAST 20 minutes 
    • STANDARD Service: Stay checked in (in-progress) for AT LEAST 30 minutes 
    • LONG Service: Stay checked in (in-progress) for AT LEAST 45 minutes

Editing Journals

If ever you submit a journal report (click “Save and Email Client”) and realize that you accidentally forgot to include something, go to your My Schedule page, locate the service box that you want to correct a journal for, and click on the journal icon (either Screen Shot 2022 08 15 at 4.11.06 PM or Screen Shot 2022 08 15 at 4.12.38 PM). Once the journal loads, click on the green Edit button Screen Shot 2022 08 15 at 4.49.46 PM to make your edits. Once done, click on the blue Save and Email Client button at the bottom of your edited journal to make the edits official!

Work Infractions

It is important to reiterate that journal reports are the bread and butter of communication between team members and clients at Hands N Paws. Journals are highly valued in our workplace because they are essential to giving peace of mind to our clients! If journal reports are neglected, the client may be inclined to believe we didn’t meet their expectations and the quality of care is poor. Clients may become wary of pet care techs that do not provide details on how services went.

Ideally,  journal reports are sent to the client after each and every assignment, using the best practices laid out for each section above. If journal report is NOT sent to the client, team members will be subject to work infractions as detailed in the Record Points support article. Team members receive 1 (one) point per journal report they do NOT send after completing services.

To learn more about other journal-related things that could result in work infractions, please see Record Points.

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(614) 636-6644

The terms of this agreement are as follows: “Client” refers to you, “Company” refers to us (Hands N Paws), “Team Member” refers to the person from our team providing services for your pets, and “Team Members” refers to the Hands N Paws team as a whole.

 

Emergency Veterinary Treatment & Client Responsibility Policy

It is important to inform Hands N Paws of any specific emergency instructions or medical conditions related to Client’s pets. This will help ensure the safety and well-being of pets during emergencies.

In case any of Client’s pets need emergency veterinary treatment, Team Member will contact the designated vet on file and/or a local emergency vet. Team Member will also communicate with Client and/or emergency contacts regarding the situation.

Client gives permission to Team Member to transport the pet(s) to a veterinary clinic and/or make treatment decisions (except for euthanasia), especially if it’s a life-threatening emergency and/or Client cannot be immediately reached. Client is responsible for any veterinary fees incurred. 

Client releases Hands N Paws from any liability for any damage or harm to pets or property that occurs beyond the reasonable control of Team Member during the provision of emergency veterinary care. 

Pet Vaccination, Licensing & Identification Policy

To comply with local laws and ordinances, it is required that all pets have the appropriate vaccinations and licenses before Company begins services. For further information on these requirements, please visit the Ohio State Bar Association’s website at https://www.ohiobar.org/public-resources. Client should also check with his/her veterinarian to determine which vaccinations/shots the pet requires. 

For safety reasons, we encourage all dogs and cats to wear an ID tag or collar that includes name and contact number while Team Member is working with them.

 

Secure Access & Lockbox Policy

To ensure access to Client’s home during scheduled services, Hands N Paws requires that Client purchases a lockbox and places a spare house key(s) inside of it for Team Member to use. Client can purchase the lockbox on Hands N Paws’ website by clicking Buy Your Lockbox. Once it arrives, the lockbox should be programmed with a unique four-digit code. The lockbox should then be placed on the main door handle or in another secure location, and the lockbox code and location information must be entered in the Client’s account on Precise Petcare.

Alternatively, Client may elect to provide a code for entry via a garage door or electronic keypad and if so, must enter all necessary codes in Precise Petcare. Client is strongly encouraged to purchase a lockbox, however, to ensure that Team Member can access pets at all times during scheduled services, especially in situations where the power goes out or batteries die and Team Member need alternative access to the home.

 

Client Communication & Privacy Policy

All Team Members have access to Clients phone number, but are instructed to only use them when necessary or for urgent purposes during services with pets. Hands N Paws prioritizes the privacy and confidentiality of phone numbers as personal information.

All correspondence between Client and Team Member should be centered around Client’s pets and the services provided. If Client has inquiries regarding scheduling, cancellations, app-related matters, or any company-related concerns, these are to be directed to the Company via the office number: (614) 636-6644. The Company’s client support team is available during office hours, Monday through Friday, 9am-5pm. We are closed on Saturdays, Sundays, and Federal Holidays. The Company will make contact with Client outside of office hours should there be any urgent need for communication.

 

Pet Information Accuracy & Accessibility Policy

In order to provide the best possible service to pets, it is crucial that Client provides Team Member with detailed and up-to-date information regarding their pets. This information should be accurate, complete, and accessible through the Client’s account in Precise Petcare. Team Members can only work on the basis of the information that is available to them through the Client’s account in Precise Petcare. Likewise, Client acknowledges that the accuracy and comprehensiveness of the information they provide directly impacts the quality of the services delivered. Client, therefore, takes full responsibility for any consequences that arise from inaccurate, incomplete, or outdated account information.

 

Flexible Service Arrival Time Policy

Arrival times for services occur within a two-hour period. Team Members are unable to guarantee exact arrival times due to various factors that may affect scheduling and travel times. To accommodate these considerations, we use time blocks rather than specific times. Client will see this in the dropdown menu when Client selects Arrival Time in the request service form within their Client account.

While Team Members understands that Client may have preferences regarding arrival times, it is essential to acknowledge that Team Members cannot guarantee meeting those specific requests. Flexibility is needed in order for Team Members to accommodate for needs of other Clients on schedule.

 

Services & Pricing

For the most up-to-date and detailed descriptions on service offerings, please visit our website at www.myhandsnpaws.com.

 

Service Surcharge Policy

The following service surcharges may apply under certain conditions:

Last Minute Service: A fee of $15 per service will be charged for bookings made with less than 24 hours’ notice.

Holiday Service: A fee of $20 per service will be applied for services provided on the following holidays: New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve.

Additional Pets: Base pricing for services includes up to 2 pets. For each additional pet beyond the initial two, an additional fee of $7 per pet will be added.

Out-of-Service Area: If Client location falls outside our designated service area, a fee of $10 per service will be charged. To check if a particular area is within our service range, please visit the respective service page on our website and scroll down to the bottom of the page.

Please note that these surcharges are separate from the base pricing for our services. To learn more about service rates, please visit our website at www.myhandsnpaws.com.

Service Request Approval & Availability Policy

Hands N Paws strives to accommodate as many service requests as possible. However, the approval of service requests is subject to the availability of Team Members. Upon submitting a service request, Client will receive a confirmation or declination email/notification indicating whether Hands N Paws can fulfill the requested work. Sometimes, this may take up to 48 hours.

If a service request is declined, we encourage Client to explore alternative options or contact our dedicated client support team for further assistance. Company is here to help and find the best solution for all pet care needs.

 

Meet N Greet Policy

To ensure a personalized experience for new Clients, Hands N Paws requires virtual Meet N Greets before getting started with pet services. These meetings allow us to connect with Clients and discuss their pet care needs.

All Meet N Greets come at a $25 cost and are about 20-30 minutes in length. For new clients who have their Meet N Greet and then book services with us right afterwards, that $25 will be credited towards their first invoice. For existing clients who have already had their initial Meet N Greet, the event is a flat rate of $25.

Meet N Greets can be scheduled on our website at www.myhandsnpaws.com.

 

Payment & Billing Policy

Payment Method: All services with Hands N Paws are to be paid for using a credit or debit card. All major cards, including Visa, Mastercard, Amex, and Discover are acceptable. Client can securely add and store card information within their Client account. Adding and keeping a valid credit card on file is a requirement for requesting any services with Hands N Paws.

Ongoing Services: For services scheduled as ongoing, Client will be automatically charged every Friday for the previous 7 days’ worth of completed, canceled, and in-progress services.

Non-Ongoing Services: For services not scheduled as ongoing, a 50% down-payment will be charged on the day the services are accepted and confirmed. An invoice will be sent immediately. Client has until the date of the last confirmed service to manually pay the remaining balance on the invoice. If manual payment is not made, the remaining total will be automatically charged to the card on file on the date of the last service day on that invoice.

Declined Payments: In the event of a declined auto-charge, Client will be promptly notified. After the first declined charge, Client has a 24-hour grace period to rectify the issue. In the case of a second declined attempt, a late fee of 10% of the invoice total (minimum $10) will be added. Client must be attentive to emails regarding overdue notices.

Payment Terms: Hands N Paws will be paid the agreed-upon amount as discussed, with no exceptions, unless our Cancellation Policy (outlined below) applies and the Client receives a refund in the form of an Account Credit(s). In emergency circumstances, a refund may be issued as transferable credit(s) back to the Client’s card.

Additional Fees: Client may be charged additional fees if Team Members are instructed to, or determine the need to, purchase items for the pet(s) while under the care of Hands N Paws. These items may include pet food or treats, litter or cleaning supplies, transportation to the vet, or emergency expenses for the general care of the pet(s). Hands N Paws and/or Team Member will consult with Client before making any purchases, and will retain and share any receipts as proof of purchase.

 

Service Cancellation/Refund Policy

When Client schedules services with Hands N Paws, the Company has likely turned down other work so as to devote our time to the work requested from said Client.

Client understands and accepts the Company cancellation/refund policy as outlined below:

– 100% refund is issued as Account Credit if cancellation is made at least 48 hours prior to the scheduled service(s).

– 50% refund is issued as Account Credit if cancellation is made at least 24 hours prior to the scheduled service(s).

– NO refund is issued for same-day cancellations/less than 24 hour notice.

PLEASE NOTE: Refunds are NOT transferable. Should Client be eligible to receive an Account Credit (based on terms above), that will be auto-added to his/her account and applied to the very next invoice with us.

 

Service Terms

Hands N Paws agrees to provide the services stated in this contract in a reliable, caring, and trustworthy manner. In consideration of these services and as an express condition thereof, Client expressly waives and relinquishes any and all claims against Hands N Paws arising out of or relating to the provision of services hereunder, except those arising from gross negligence or willful misconduct on part of Hands N Paws.

Client understands and acknowledges that the environment in which they are requesting Hands N Paws to complete services is reasonably sanitary and safe. If it is determined that home conditions are unsanitary and/or unsafe at any point in the working relationship, Company will make it known to Client. Action will be taken accordingly thereafter.

Additionally, Hands N Paws will not terminate during a period of scheduled service unless Hands N Paws determines, at their sole discretion, that a serious danger exists to the health or safety of Team Members or pets. If such concerns preclude Hands N Paws from providing further care for the pets, Client agrees to pay for their pet to be boarded at a boarding facility or taken under the care of another party until Client returns. All attempts will be made to notify Client and/or emergency contacts regarding such situations.

Client understands and acknowledges that he/she is responsible for letting Hands N Paws know of anyone who has access to their home during the duration of services booked. Client releases and holds Hands N Paws harmless of all loss, expense, and damage caused by any third-parties entering Client’s home at that time.

 

Contract Terms

This contract will take effect upon digital signature by Client (clicking “Agree & Submit” below) and will remain in effect until terminated by either party. Client may make online reservations for additional services at any time during the terms of this contract, as subject to Hands N Paws availability. All scheduled services will be governed by all the terms of this contract.

Client acknowledges that by signing below, he/she is providing written approval for the provision of services by Hands N Paws during any service period scheduled by Client and confirmed by Hands N Paws. Upon service confirmation, Hands N Paws will be authorized to enter Client premises and perform services without additional signed contracts and/or written authorizations.