What Our Clients Told Us, and Why It Matters
- Carrie Maria
- Jan 16
- 3 min read
Every year, we pause and ask our clients a simple question. How are we doing?
We got into this business because we're obviously dog fanatics. I remember when I scored my first client, thinking that I was the luckies person alive to be PAID to walk a dog. It's funny to think back to that moment and realize that we are operating one of the largest dog walking services in the city.
Dog walking is not just a service. It is built on trust, consistency, and showing up day after day for both dogs and our human clients who love them. While we spend a lot of time behind the scenes refining our systems, supporting Minders, and improving communication, the most important perspective will always be the one that comes directly from our clients. (And employees, but that's another survey!)
Our annual client survey is our chance to listen. Not just to confirm what is working, but to understand how our work feels on the other side of the leash.
What we heard, again and again
Some themes come up every year, and we never take them for granted.
Clients consistently tell us how much they value:
How much folks love their Minders
Clear, timely communication - both from the company but also daily Visit Reports
The peace of mind that comes from reliability during a busy workday
One client shared that consistency was what made the biggest difference, especially during long workdays when they could not be home. Lots mention that our Visit Reports are the highlight of their work day. That kind of trust is something we work hard to earn, and something we work just as hard to protect.
A few words that stuck with us
We read every comment carefully. Some made us smile, some made us reflect, and many reminded us why we do what we do. Here are a few anonymized thoughts clients were kind enough to share:
“From the onboarding meeting onwards, our experience with Monster Minders has been so wonderful! The friendly and timely communication, quick responses to change requests, and the thoughtful report cards after each walk give us peace of mind that our pup is in great hands!”
“You are great to work with! Flexible and trustworthy, your minders are patient and loving to all of the pups we have ever had..”
“Customer service is terrific and love the service. Great people!”
"Exceeds expectations, even after years of partnership."
These are not things we take lightly. Dogs are family, and being trusted with their care is a responsibility we feel deeply.
How this feedback shapes what we do
Client feedback is not just something we collect and file away. These surveys inform how we train new Minders, shape how we communicate with clients, and reinforces why we prioritize consistency, even when it is harder to manage. Sometimes it confirms that the extra effort is worth it. Sometimes it helps us see where we can do better. Both are equally valuable.
Thank you for sharing, and for trusting us
Taking the time to fill out a survey might seem small, but it has a big impact on how we move forward. We are grateful to every client who shared feedback, encouragement, and thoughtful insight. Your dogs are at the heart of what we do, and your voices help us keep showing up with care, intention, and consistency. Thank you! We're ready to face 2026 knowing we're on the right track and striving to be better, always. (Because the dogs deserve it!)
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