How pet-care Pros can get discovered by more local pet owners

Pet owners can be understandably selective about who looks after their animals.

Before someone contacts you, they may want to know what you do, what animals you work with, where you operate, what your service includes and whether you have the relevant experience or professional registration for the work you advertise.

Whether you're a veterinary professional, groomer, sitter, walker or boarding provider, your profile should make those answers easy to find.

Start with exactly what you do

“Pet care” covers very different services.

Don't make potential clients work through a long description to figure out whether you actually provide what they need.

Depending on your business, clearly list services such as:

• veterinary services within your professional scope;
• grooming;
• mobile grooming;
• pet sitting;
• overnight pet sitting;
• dog walking;
• boarding;
• daycare;
• pet transport; or
• other pet-care services you genuinely provide.

Also explain which animals you work with where relevant.

A groomer who only works with dogs shouldn't create the impression that they groom every type of pet. A sitter who doesn't offer overnight stays should say so.

Accurate information can bring you more relevant enquiries and reduce the ones you can't help with.

Veterinary services need to be described differently

Veterinary care isn't interchangeable with general pet care.

The South African Veterinary Council (SAVC) regulates veterinary and para-veterinary professions in South Africa.

If you advertise veterinary or para-veterinary professional services, make sure your professional information is accurate and that you comply with the registration requirements applicable to your profession and services.

Members of the public can use SAVC information to check practising veterinary and para-veterinary professionals and registered facilities.

Groomers, walkers, sitters and other general pet-care providers should not diagnose conditions, advertise veterinary treatment or create the impression that ordinary pet-care experience is a substitute for professional veterinary registration.

If something falls outside your role, refer the pet owner to an appropriate veterinary professional rather than trying to secure work you shouldn't perform.

Show relevant experience without exaggerating it

Pet owners want to understand what kind of animals and situations you've worked with.

Depending on your service, useful profile information might include:

• how long you've worked with animals;
• the types or sizes of animals you usually work with;
• relevant training;
• professional registration where applicable;
• grooming experience;
• experience with nervous or reactive animals;
• whether you provide one-to-one or group walks;
• your boarding or daycare setup;
• whether you offer mobile services; and
• your service area.

Be specific, but stay accurate.

Don't claim veterinary qualifications, animal-behaviour expertise, specialist skills or credentials you don't hold.

Use photographs that actually help pet owners

Pet services are visual, particularly grooming and boarding.

Useful photographs can show:

• genuine grooming work;
• your grooming space;
• your boarding or daycare environment;
• your vehicle or mobile setup where relevant;
• appropriate facilities; and
• genuine examples of the service you provide.

Cute photographs are great, but they should still tell the customer something about your business.

A gallery of adorable puppies doesn't explain what your grooming salon, boarding environment or service actually looks like.

Use photographs you have permission to publish.

Don't imply that an animal in a photograph is your client if it isn't.

Explain your facilities where they matter

If animals stay at your premises, give owners practical information.

Depending on the service, explain:

• sleeping arrangements;
• indoor and outdoor areas;
• supervision;
• exercise;
• how animals are grouped;
• feeding arrangements;
• vaccination requirements;
• how medication is handled where appropriate;
• what happens if an animal becomes ill;
• emergency procedures; and
• whether owners can inspect or learn more about the facility before booking.

Good information can answer some of the questions an owner would otherwise need to ask individually.

Make mobile and home services clear

If you're a mobile groomer, walker or sitter, explain:

• where you travel;
• whether travel charges apply;
• what the customer needs to provide;
• how long visits or walks generally last;
• whether you transport animals;
• whether you need access to the home;
• how keys or access arrangements are handled; and
• what happens in an emergency.

For pet sitters, clarity around home access is particularly important.

Don't ask customers to put alarm codes, access instructions or other sensitive home-security information in a public review or public profile.

Understand what ID Verified means

South African Pros complete identity verification as part of the Know a Pro signup process before their profile can go live.

Once completed, their profile can display the ID Verified badge.

ID Verified relates to identity verification.

It does not prove veterinary registration, animal-care skill, qualifications, reliability, trustworthiness or personal safety.

It also doesn't replace SAVC registration where professional veterinary registration applies.

Keep identity verification, professional registration, experience, references and reviews as separate pieces of information.

Let reviews describe genuine experiences

Reviews can help future customers understand how previous pet owners experienced your service.

Encourage genuine customers to leave honest reviews after using your service.

Don't:

• write reviews on behalf of customers;
• tell customers what rating to give;
• offer a misleading incentive for a particular rating;
• create fake customer experiences; or
• describe reviews as proof that you're professionally qualified or that every future customer will have the same experience.

A useful review can describe communication, punctuality, the service provided and the owner's own experience.

Make pricing easier to understand

Pet owners don't necessarily expect every service to have one fixed price.

They do need to understand how your pricing works.

Depending on your business, explain:

• starting prices or ranges where appropriate;
• what a standard service includes;
• whether size affects grooming prices;
• whether coat condition or matting affects the quote;
• walk duration;
• visit duration;
• overnight rates;
• boarding rates;
• peak-season charges;
• additional-pet charges;
• travel fees; and
• circumstances requiring an individual quote.

Veterinary professionals should price and describe professional services appropriately rather than trying to reduce complex treatment to a misleading fixed online price.

Ask the right questions before accepting a booking

A pet owner's enquiry should give you enough information to decide whether you're an appropriate provider.

Depending on your service, ask about:

• species and breed;
• size;
• age;
• behaviour;
• aggression or bite history;
• anxiety;
• medical conditions;
• medication;
• vaccination requirements;
• mobility;
• dietary requirements; and
• the exact service needed.

Don't accept a booking first and discover important information when the animal arrives.

If an animal's needs fall outside your skills, facilities or professional scope, tell the owner.

Have an emergency plan

Anyone responsible for another person's animal should know what happens if something goes wrong.

Depending on your service, establish:

• the owner's contact information;
• an alternative emergency contact;
• the animal's usual veterinary clinic;
• relevant medication instructions;
• what you should do if urgent veterinary attention is needed; and
• how emergency treatment authorisation and costs will be handled.

For boarding and sitting services, make these arrangements before the owner leaves.

Keep your profile current

Review your profile periodically.

Update:

• services;
• prices or pricing information;
• service area;
• opening or availability information;
• photographs;
• professional information where applicable;
• facilities; and
• other details that have changed.

If you stop providing a service, remove it rather than continuing to receive enquiries for something you no longer offer.

Share your profile with pet owners

Your Know a Pro profile has its own page link, so you can direct potential customers to it from places where they already interact with your business.

Depending on your business, that might include:

• WhatsApp;
• Instagram;
• your website;
• other business social profiles; or
• appropriate customer communications.

This gives pet owners another place to view your services, reviews and available trust information.

What it costs to list on Know a Pro

Know a Pro uses a monthly membership model.

Independent Pro — R300/month

For independent Pros and sole traders.

Registered Business — R500/month

For registered businesses.

Know a Pro does not take a percentage of the jobs you receive through the platform. Your applicable monthly membership fee still applies.

Prices shown are current at the time of publication and may change.

Make it easier for the right pet owners to find you

Create your Know a Pro profile, describe your pet-care services accurately and give owners useful information before they decide whether to contact you.

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