If you have a question about our company, perhaps it is answered below. However, if not, please don't hesitate to contact us.
Q: Will my pet(s) receive individual attention?
A: Most definitely! We believe it is important to give your pet(s) the best quality individualized attention we can give. Without it, we know what kind of mischievous things they can do for attention.
Q: Are you a franchise?
A: We get asked this a lot and take this question as a compliment. It says to us that we present the professional image and service that a franchise might. However, Critter Sitters of Lincoln was created and locally owned and operated by us. The owners, Scott and Deb Burtle have lived in Nebraska most of their lives and built the company from the ground up going door to door to get our first customers on a very limited income. By the way, special thanks to those first customers of ours who believed in us and are the pillars that helped us get to where we are today.
Q: Do pet sitters get gratuity or tips?
A: This is completely up to you. If you feel your pet sitter deserves a little something extra then please feel free to leave something to show your appreciation. We certainly thank you for your generosity. However, if you do not wish to or are not in the position, that too is your prerogative. We get a reward in having the privelege to take care of your pets. Just so you do know, 100% gratuity will go directly to your pet sitter(s).
Q: Do you have boarding facilities?
A: In the future we have plans to have selective boarding available. However, for now, we are not in a position to offer this to just anyone. Please, check back and see if we have added it to our service page.
Q: Do you charge per pet like other institutions?
A: No, it is one inclusive price for the pet care. To make it easier and so it can be tailored for your pets needs, we charge per visit. The only time their is an added fee is on the holidays which is explained below. Having said this, if the sitter feels it is a necessity to stay longer than the agreed time you will be asked to pay for the additional time to do the job properly.
Q: How long is each service?
A: We guarantee our dog care service to be 30-40 minutes long for In-Home Pet Care and Dog Walking, and 15-20 minutes for Mini-Visits and Potty Breaks. How that time is spent will be determined in your meet and greet session. We have different amounts of times and rates we can offer if the customer wishes for a longer visit for their pet(s). Call or e-mail us for more information.
Q: Do you take credit cards?
A: Yes, we certainly do! If you would rather pay by credit card, simply login to the online reservation system, click on "Edit My Info", and under "Payment Options" select the card type you want to use and enter in all of the required information. The office will bill your credit card 3 days prior to your trip since sometimes trips can change or be cancelled and we want to avoid having you be charged when that happens.
Q: How much notice is needed?
A: During the majority of the year at least a week is preferred but 3-4 days is sufficient. However, during the summer and holiday seasons we ask that customers call ASAP to reserve as soon as they know their itinerary is correct.
Q: What if I need an emergency pet care service?
A: Ideally, we hope that you schedule with us at least 4 days in advance. However, we will try to accommodate you and your pet in any way we possibly can, so please call and check. Once a Meet and Greet is done we will do almost anything for you and your pet(s) if we can.
Q: Are there extra costs for services scheduled on a holiday?
A: There is a $5.00 surcharge plus the standard charge for the service being provided on these dates because they are our peak times. The following days are considered to be major holidays for our company: New Years Eve, New Years Day, Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve Day, and Christmas Day.
Q: Are your employees bonded and insured as well?
A: Yes, they are covered on an inclusive policy that covers anyone employed by Critter Sitters of Lincoln.
Q: I've seen yard signs around town, do you put a sign in our yard while we're gone?
A: The signs that are posted around town are in yards of clients that have used our service before. And they are pleased enough to put a sign out for us to help spread the word. In no instance would we ever put a sign out in someone's yard while they are gone. We are very sensitive and concerned about your security and realize this would be a detriment to that.
Q: Will the same person always be taking care of my pet?
A: We strive for consistency by having the same pet sitting team, one of which you meet at the meet and greet, to be doing the pet sitting. This is better for you and the pet as you can develop a rapport and create a bond between all of you over time. Of course, things happen where they can't ALWAYS be there. Although this rarely happens, we will always make sure your pet(s) needs are taken care of. This can also be seen as an advantage, as we always will have capable sitters able to help you anytime you need us.
Q: Why is there a "meet and greet"?
A: The meet and greet is an important meeting that allows the client, their pet, and the sitter to get to know one another, confirm and gather important information (e.g. vet information, emergency contact, special requests, etc.), and it is when the keys are picked up by the sitter.
Q: My pet has been aggressive in the past - can he/she still be a client?
A: For aggressive pets, our pet sitter will interview you and your pet, in person, to determine if there is a good fit between your pet and our sitter. There is no charge for this visit. If additional visits are needed to socialize your pet with our pet care provider, then you will need to be present at all visits and pay the normal service fee until socialized. If at any time our pet sitter or owners feel that it is unsafe to perform our service any longer and the owner is away, we reserve the right to place the pet in a capable kennel or boarding facility that will see to the animals needs until the owner returns.
Q: Can you give my pet his medicine?
A: Yes, what kind of service would we provide if your pets needs are not met? We can administer pills, give insulin injections, IV Fluids, eye drops and other services can be provided. We provide all medications without any added fee, barring their are no complications.
Q: How do I drop off or pick up house keys?
A: We require two copies of all keys to access your home (and pet!) should be given to our pet care providers during the "meet and greet" session. If you are giving newly copied keys, we ask that you MAKE CERTAIN TO TEST ALL KEYS TO SEE THAT THEY WORK before giving them to the pet care provider. Both sitters in charge of your pet will be given a key. If you wish to have your keys picked uplet us know and we can accommodate you for a fee. Please, look at our Ready Key Program for added benefits concerning your keys that we can provide to make it easy and convenient for everyone.
Q: Why do you need two copies of house keys?
A: We have to have two copies because we give one to each sitter in charge of your account. We find that part of the responsibility of being a professional pet sitting company is to make absolutely sure that we can ALWAYS take care of your loved ones. Therefore, a lot of our policies prepare us for the unexpected. We go by the old adage, it is better to be safe than sorry. A garage code can NOT be used as a substitution as it relies on electricity or batteries.
Q: What if my dog doesn't like a leash?
A: Since it is a city ordinance in Lincoln to have your pet on a leash while it is outside, we will abide by this at all times. This strict rule includes parks that do not have fences and are not pet friendly. Only in yards or parks with secure fences, will our sitters allow your pet to be without a leash.
Q: How will your pet providers discipline my pet, if necessary?
A: We believe in positive reinforcement for pets. We will never hit, spank, slap, yank the leash, yell or grab your pet. If there is a disciplinary problem, i.e. toilet training issues, running away, etc., you will be informed of the incident(s) and we will implement our best judgment and/or your suggestions to keep it from continuing. We do practice techniques by the Dog Whisperer, Cesar Millan, if a situation calls for it.
Q: Are you a member of the Better Business Bureau?
A: We are a proud member of the BBB in Nebraska. We are in very good standing with them. We want you to feel completely secure with us so we encourage you to check in on us any time. Feel free to click on the graphic to the right to be taken directly to our BBB profile.
Q: What assurance do I have that I will be satisfied with your service?
A: We are pet loving professionals. We have hundreds of referrals from happy satisfied customers to provide to you. Plus, we have all gone through training and have been genuine life-long pet owners. It is our nature to have a deep concern for the welfare of your pet. The safety and well-being of your pet is our number one priority. We and our employees are insured and bonded in case of any unfortunate incident. Plus, we back our service with a satisfaction guarantee to help relieve any hesitations you might have with trying out our service. Remember we make our living by loving pets and their proper care and your satisfaction have an impact on our well being personally and professionally.
If you still have questions or are unclear about one of our answers, please don't hesitate to call or e-mail us. We'd love to speak with you.