Why a Consistent Process Matters
When you're onboarding your fifth client of the month, it's easy to skip a step you didn't realize mattered until it causes a problem later — like forgetting to confirm access details, or not setting expectations about cancellations until after a no-show already happened. A simple checklist means every new client gets the same thorough process, regardless of how busy your week is.
The Onboarding Checklist
| Step | What Happens |
|---|---|
| 1. Respond to inquiry | Acknowledge interest, share basic info (services, availability) |
| 2. Send intake form | Collect dog, home, and emergency info — see intake form questions |
| 3. Schedule meet-and-greet | In-person visit to confirm fit, access, and routine |
| 4. Review agreement & policies | Service agreement, cancellation policy, payment terms |
| 5. Set up recurring schedule | Confirm days, times, and frequency in your booking system |
| 6. Confirm first walk | Send a reminder and any last details before day one |
Step-by-Step Breakdown
1. Respond to the Inquiry
A quick, friendly response sets the tone. Many walkers use a welcome message template to make sure the first reply covers the basics consistently — what services you offer, your general availability, and next steps.
2. Send the Intake Form
Once a client expresses real interest, send your intake form so you can review the details before the meet-and-greet. This saves time during the in-person visit and helps you walk in prepared.
3. Schedule the Meet-and-Greet
This is where you confirm fit on both sides — see our meet-and-greet checklist and questions to ask for what to cover.
4. Review the Agreement and Policies
Walk through your service agreement, cancellation policy, and payment terms together — ideally during the meet-and-greet, so questions can be answered in real time.
5. Set Up the Recurring Schedule
Once everything's confirmed, get the regular schedule set up in your booking system so both you and the client can see upcoming visits.
6. Confirm the First Walk
A short reminder before the first visit — confirming time, any last details, and how you'll communicate that day — helps the first walk go smoothly for everyone.
The order can flex. Some walkers do the meet-and-greet before sending a full intake form, or combine steps. What matters most is that each step happens for every client, in some order, before the first unsupervised visit.
After the First Walk
Onboarding doesn't quite end at "first walk completed." Many walkers send a quick check-in afterward — confirming everything went well, addressing any early questions, and setting expectations for ongoing updates (see our guide on GPS tracking and photo updates). This first follow-up often determines whether a new client feels confident handing over a key — or starts second-guessing the decision.
Don't skip steps under time pressure. It can be tempting to shortcut onboarding for a client who seems easygoing or in a hurry to start — but the steps that feel "extra" (agreement review, policy walkthrough) are often the ones that prevent issues later.
Running Onboarding From One Place
Juggling onboarding steps across email, text, and paper forms makes it easy to lose track of where a new client is in the process. Keeping inquiries, intake info, agreements, and scheduling in one system means you can see at a glance what's done and what's still pending for each new client.
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