Understanding Service Reports

Once you approve a meet and greet for a client, you will then be able to access their client profile via their event note, or through your client list. Introduce yourself to the client before meeting them by reading their profile. This will give you a sense of who they are, what type of home they live in, what pets they have and their routines, to get a sense of how you might adjust your approach to care.

Service reports themselves are designed by PetPals and programmed in, which is what will be shown in your Service Event. The picture here shows a example of a basic report which we will explain the core elements of.

Mobile app screen showing scheduled house visit details for a contact named Kora, including contact info, address, event notes, special instructions, and service details. The bottom has navigation icons for Schedule, Clients, Mileage, and Settings, with a floating action button with icons for map, add, and menu.

Time To Pet - Service Event Breakdown

1. Service Window

  • Clients will select a three hour window which will be displayed at the top (e.g., 10:00 AM - 1:30 PM). Client will typically book their preferred arrival as the middle of the window.

  • If you are set to arrive at the end of the window, by which the service report will be delivered after the service window has closed, a message to the client and team should be sent.

2. Flags & Client Info

Flags are used by Admin for billing, scheduling, and to alert Pals of client specific information. Flags are NOT visible to the client. The rest of this section displays the client’s name and address (redacted for privacy).

  • Flags may indicate client’s neighborhood or area (e.g., "Southeast").

  • May indicate Medication Required flags

  • May indicate if its a Key Swap client

3. Event Notes & Home Care Instructions

  • Event Note: Specifies arrival time expectations.

  • Trash Day Reminder: Indicates when to take out the trash.

  • Mail Check Instruction: Notes if mail needs to be collected.

  • Primary Phone Contact: Provides an option to call or text the client.

  • Door Code: Secure keypad entry instructions.

  • Home Care Instructions: Includes additional tasks like adjusting curtains, lights, or temperature.

4. First/Last Visit Button

  • Indicator showing the first or last visit of an entire petsit, which is helpful for tracking your personal notes to the client and home care needs given the time of week or service scheduled.

5. Service & Pet Information

This section, while in fine print, is arguably the most important. This section indicates what specific type of service you are performing for the client. Additionally, it will indicate any add-on fees you are responsible for. If the flag at the top states “medication required” you would check this section for the medication fee to verify if you are giving medications for that specific visit. Another example is if you provide daily dog walks for a client who goes out fo town but still wants you to drop by to feed their cat. You may want to check this section to ensure you know what specific duties you are being hired to perform for that time slot.

  • Lists the type of service being provided (e.g., Dog Walk - 60 min).

  • Identifies which pets are included in the visit (Kora).

6. Pet Profile Picture

  • Displays an image of the pet for quick recognition.

7. Schedule Tab

  • Opens the main schedule view to see all planned visits.

8. Mileage Tab

  • Tracks travel distance for services.

  • Track your milage between services, or all driven milage for work related purposes.

9. Route Mapping and View

Time to Pets Route Map allows Pals to quickly plan their route between services to minimize travel time.

  • Floating Action Button (+): Expands event notes

  • Floating Action Button (-): Minimizes event notes

10. Navigation Arrow

Selecting this button will automatically direct you to the clients address through your preferred map app

Why the Report Exists

Daily Service Reports are not journaling and not performance theater. They serve four core functions:

  1. Pet advocacy – document care, behavior, and welfare signals

  2. Client confidence – provide reassurance and continuity

  3. Operational record – establish a factual service log

  4. Risk management – create neutral documentation if questions arise

Every entry should support at least one of these functions.

Photos: Intentional records of care

Photos should:

  • Confirm presence and care

  • Highlight enrichment or wellbeing

  • Document notable conditions if relevant

  • Provide a story of what the Pal saw and did during their time in the home

Clients look into photos with very careful eyes. They are looking in the backgrounds to see how their home and space is being cared for. This is a sensitive area for MANY clients - spoken or not. Please be respectful when taking photos and try to blur out any home address or identifying information such as pet tags, mail boxes, home codes, package info.

Red Flag Rule: When to Split Communication

If a situation involves:

  • Injury, illness, escape risk

  • Access or safety issues

  • Behavioral escalation

  • Medication errors or uncertainty

Then:

  • Check in with Admin for care confirmation

  • Document the facts in the report

  • Do not rely on the report alone for time-sensitive matters

Write Like a Professional Witness

Pals should approach reports as if they are a neutral, trained observer, not a narrator or emotional participant.

Best Practice Lens

  • Calm, factual, and grounded in behavioral observations

  • Inform and detail: what happened while you were there, how the pets appeared initially and upon leaving, what occurred during your visit, what care was done in the home by yourself, etc.

  • Address any anxieties mentioned in your initial meet and greet to address any major concerns they may be looking for acknowledgment you are attending to.

Consistency and Clarity

Clients value consistency and clarity to avoid confusion and misleading interpretations of reports.

Good

  • “Today Benji was over the moon to see me. When i first arrived he was rambunctious and wanted to dance all around my feet. I got down to his level to say our usual greeting of face kisses and butt patts. Then, it was time for breakfast. The little man needed a quick potty out back (one and twos!) before any meal time - per our routine.

    Once he pottied he ran to his corner in a solid “place!” I set the food down and we waited up to 45 seconds with nonchalant acting to pass teh time. He responded to the “OK” by running over and worked at his puzzle feeder for a few minutes.

    While he ate, I brought in the mail (on the counter) and refilled his water. He is all set for the day and eagerly awaits your return!

Service reports should be warm, reassuring, descriptive, but to the point of what expectations were outlined between client and contractor. Following profile notes closely and mentioning them on occasion can relieve client anxiety.

  • Service reports address pet behaviors and observation at their core, but are written for clients as a receipt of care.

All daily service reports address these main areas:

A. Care Delivered

  • What services were completed (walk, feeding, meds, litter, enrichment)?

  • Any deviations from the plan (time shift, weather adjustment, access issue)?

B. Pet Status

  • Appetite, energy level, bathroom habits

  • Behavior changes compared to baseline

  • Mobility or comfort notes if relevant

C. Environment & Safety

  • Home secured on exit

  • Supplies running low

  • Anything that could impact future visits

D. Escalation Flag (if needed)

  • Is this FYI, monitor, or needs follow-up?

  • Was admin notified separately if required?