553: How Clear Communication Builds Client Trust with Cathy Duvall

Pet Sitter Confessional

Ever wonder how a few thoughtful words can make or break a client’s trust? Cathy Duvall, owner of Goin’ to the Dogs Pet Sitting, explores the power of clear, proactive communication. From setting expectations at the very first inquiry to handling unexpected issues with honesty and empathy, Cathy shares how consistent follow-through and transparency help her build long-lasting client relationships. She gives practical tactics for training clients to respond promptly, ensuring both parties stay on the same page—because when clients feel seen, heard, and valued, trust naturally grows. Whether you’re dealing with an unsure cat, subtle behavioral shifts, or the curveballs that come with caring for living, breathing pets, this conversation is packed with insights on turning everyday communication challenges into opportunities for deeper connection.

Main topics:

• Proactive, Consistent Communication Strategies
• Setting Clearly Defined Expectations
• Handling Unexpected Pet Care Challenges
• Nurturing Long-Term Client Relationships
• Prioritizing Pet Safety, Well-being

Main takeaway: “Things happen, mistakes are made, but it’s how you handle it and communicate through it that builds trust.”

In a perfect world, every visit would run smoothly and no detail would ever be overlooked. But the real measure of professionalism comes when life throws a curveball. Being upfront, honest, and proactive in how you address challenges can turn a rough situation into a chance to deepen client confidence.

Clear communication isn’t just a courtesy—it’s an investment in trust. Whether it’s sending a quick update about a delay, checking in after an unexpected issue, or apologizing when something goes wrong, open dialogue transforms misunderstandings into mutual respect.

In the pet care industry, trust is everything. You earn it not just by being perfect, but by showing clients that, come what may, you’ve got their pet’s best interests at heart—and that you’ll keep them informed every step of the way.

About our guest:

Hi! I am Cathy Duvall, the sole proprietor of Goin’ to the Dogs Pet Sitting. Certified Professional Pet Sitter (CPPS), Elite Fear Free Certified Professional (FFCP). I started my business in March 2015 when I lived in Cumming, GA (in the metro Atlanta area). I relocated in 2018 to Mineral Bluff, GA in the beautiful North Georgia mountains, and I had to start my business from scratch when I relocated.

Before March 2015, I was a radio news reporter in my younger adult years and a technical writer in the mid-1990s. I grew weary of the grind and politics of corporate life, and I retired from it in 1997. I then became a happy stay-at-home wife and devoted dog mom! While living this wonderful chapter of my life, from time to time I would take care of my neighbors’ pets when they traveled and couldn’t take their fur kids with them. One of those neighbors suggested that I start a pet-sitting business. So I did!

My pet-care services include drop-in visits, vacation visits and overnight stays. I also offer dog-walking services on a limited basis. I continue to recover from three ankle surgeries since September 2021, so I must be selective about the dogs I can walk.

When I am not devoting my time to my pawsome pet clients, I enjoy spending time with my husband, Garland, and our two mixed-breed rescue dogs, Atlas and Aspen. I also do a weekly cat of the week write-up for my local newspaper when I am not tending to the duties of my pet-care business.

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Full show notes and transcript

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