Good morning!

I would like to get an insight from you about a new client, who I'll name "B". I recently started providing dog walking services to her

I also happen to have a new dog walker, who I'll name "A", and this new client contacted me for dog walking services. I told "B"  over the phone all details she wanted to know about us, as a company, ans set up a meet and greet between B and A.

The new dog walker was doing great so far. A was following instructions, and was willing to learn and did a pretty god job. And she was also instructed that when a client asks for her number, A must give out the company's number. Because, I prefer that clients contact me first if they have any questions about pretty much anything.
So, the meeting happened, and B decided to go for my company. I also explained client B that communication needs to be done through  the company's office. B, of curse can leave a note to the dog walker if she has any feeding instructions or such, but that dog walkers aren't allowed to exchanged number with clients. I also explained that the main reason of my policy is because I want the dog walkers to be focused on the dogs, and only on the dogs. It is safer, and less stressful or the dog walker. Dealing with clients and dogs at the same time, it can be very stressful.

During the meet and greet Client B asked A for her number, and A made the mistake of providing her personal cell number to client B. I know it because I asked my dog walker, and she said she did, but that it was an honest mistake because client B asked her for her number and A wanted to please her.
So, I asked A not to do the mistake again.

Bottom line,  the first day of my dog walker had to walked client B's dog. A showed up and the doorman told her the dog was already out with someone else, a B's relative.  My dog walker exits the building and sees the dog with a lady. This lady told my told walker that she didn't have to worry about it, that she was already out with the dog and, and my dog walker replied to her that it wasn't any problem. So my dog walker calls me immediately to let me know of what happened. And I called client B, to clarify the incident since i already knew that her relative was going to be home, but Client B never canceled the walk, so I left a voice mail to her that according to our agreement she still had to pay for the walk. Next day, client B emailed me asking me to ask my dog walker to call her at her work number. So, I called client B to see what was going on, and client B again asked me to tell my dog walker to call her. I again explained to her that dog walkers aren't allowed to communicate through the phone with clients, that she needed to tell me what was going on and I would pass the message t my dog walker. Client B made a big deal out of it. A big deal!

To make the story short, she told me I was ridiculous for  not allowing the dog walkers and clients to exchange numbers, and that she was pretty sure that other clients are doing so behind my back ( which I know for sure that is not the case)and the she needed to have my dog walker phone number because it was a stranger going inside her house. I listened to her carefully, and when she was done speaking I proceeded to explain to her AGAIN, about my company's policy. I don't want my employees to exchange numbers with my clients. I want my dog walkers to focus solely on the dogs. Besides, because of liability insurance as well, it is better that I am notified first of any changes in the schedule and anything else whatsoever. I mean, I am taking responsibility for my dog walkers actions, and this client wants to leave me out of the game.

The other issue was that client B said that she wasn't paying for the first day my dog walker showed up to walk her dog because It was my dog walker who told her relative that it was not a problem that the dog was already out. That it was her last dog and that client B's relative didn't have to worry about it and Client B said that my dog walker told her not to worry about payment for that day. That client B didn't have to pay about it. Client B actually had her sister on the other line on a conference call, without notifying me about it, and her sister went ahead and said that it was my dog walker who didn't want to walk the dog. At the point, this client B put me in a difficult situation because she pretty much stated that my dog walker lied to me. Also, at that point, I was already uncomfortable with the fact that she didn't want to respect my company's policy. She wanted me pretty much to break my own rules just because she wanted so. And then client B came up with the version of what happened the first day. "She said", "I said". So absurd!

At the end, I politely told her that i respected her opinion about my policy, and how sorry I was for her to be uncomfortable with it, therefore she should seek a another dog walking service which who she feels fine with. I told her i was going to her one or two weeks to find another service, because the least thing I want is my clients to be uncomfortable with my policies. I don't think client B will ever call me again. But i feel I had to let this new client go because it became a real headache since the beginning.

Meanwhile, I called my dog walker to clarify the issue of the first day, and she kept her word that it was client B's relative who didn't let her walk the dog.
Right now, I am in a position where i will continue to watch very closely my new dog walker, and i do feel like my dog walker is telling the truth, although she made the mistake of giving her number too client B. However, I can't blame her since client B is very pushy, and in her mind, and possibly her world, she is right all the time.