08/30/2026
A quick reminder regarding communication, appointments, and drop-offs:
Over the weekend, we had an unexpected family emergency that required us to leave town. During that time, I received a text from a new boarding client stating simply, “We’re here.”
To clarify: prior to that message, there had been very little communication regarding their arrival, and no drop-off time or window had been confirmed with me. I do not book a boarding stay without confirming a drop-off window with the owner. If there is no confirmed drop-off time, there is no confirmed arrival time. Had arrival been confirmed with me I would have made sure to have someone at the house to cover the drop off as someone was there caring for my own dogs.
Because there was never a confirmed drop-off time and communication had been minimal, I reasonably assumed that the client had made other boarding arrangements. I did not reach out to let them know we were leaving town because, from my perspective, there was no confirmed arrival scheduled that needed to be canceled or rescheduled.
That being said, I can also acknowledge that I could have handled that part differently. In hindsight, I could have reached out one final time to confirm whether they still intended to board with us before we left. I am willing to own that. At the same time, I think it is important to recognize that clear communication and confirmation of arrival times is a shared responsibility.
I completely understand that the client was upset, and I can appreciate that unexpected circumstances are frustrating. However, there is an important distinction that needs to be understood about how our business operates.
This is our home, as well as our business. We provide both professional grooming and in-home boarding, which means clients are regularly coming to our property throughout the day. However, those visits are scheduled and planned around our business hours and our family's schedule.
I do my absolute best to be flexible with my clients and accommodate schedule changes whenever I reasonably can. I understand that life happens, schedules change, and sometimes people need a little flexibility. I am happy to work with people whenever I can. However, flexibility and accommodations are something I choose to provide when possible; they should not be mistaken for unlimited availability or an expectation that I will always be available without notice.
We are not a commercial facility with someone sitting at the door waiting for clients to arrive at any given time. We have a home, a family, personal time, and a life outside of the business. That is intentional. I have structured my business this way specifically so that I can provide excellent care and service to my clients without sacrificing all privacy and work-life balance for myself and my family.
For grooming clients, this means drop-offs and pickups happen during the agreed-upon appointment window. For boarding clients, this means arrival and departure times need to be communicated and confirmed in advance.
Please do not assume that because you have a boarding reservation or grooming appointment, you can arrive at the property whenever it is convenient for you and expect someone to be available.
I am always happy to work with clients when plans change. Things happen. Emergencies happen. Schedules change. Communication is the key. What is not reasonable is arriving at our home without a confirmed time and then being upset that we aren't available.
Going forward, please respect the fact that you are coming to someone's home, not walking into a storefront with an open lobby and staff available at all times.
Our policies and boundaries exist for a reason, and they apply to everyone equally. Respecting our time, our home, and our family's privacy is a basic expectation of doing business with us.
I truly do feel that we have the BEST clientele and I genuinely thank all of you that already understand and respect our time. I truly appreciate all of you ❤️
