What do we do when a service isn't working anymore—but we don't want to lose the revenue or the client? In this episode, we walk through how converting clients is leadership, not upselling, and why adding or changing a service isn't a failure. We break down two conversion scenarios: when the service is a poor fit for the pet/client, and when it's a poor fit for the business. We share practical strategies for leading with friction points, using observational authority, and making the transition feel low-risk through trials and clear replacement paths. We also talk about the reality that some clients will leave—and why staying aligned with your standards matters more than keeping every dollar.

Main topics:

• Conversion as business leadership
• Fit for pet vs. business
• Solve friction, not sell
• Trials and switching costs
• Ending services with clarity

Main takeaway: "Converting clients isn't about squeezing more out of them. It's about staying aligned as their life and your business changes."

Converting a client to a new service isn't a sales move—it's a leadership move. Sometimes the most professional thing we can do is admit: the old way isn't the best way anymore. Pets change, schedules change, businesses change, and great care has to keep up. If we lead with the problem (the friction), it feels like care—not a pitch. And if a client decides not to come along, that doesn't mean we failed—it means we stayed aligned with the standard of care we believe in.

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Full show notes and transcript

Disclaimer: The views and opinions expressed by our guests are their own and do not necessarily reflect those of Pet Sitter Confessional, its hosts, or sponsors. We interview individuals based on their experience and expertise within the pet care industry. Any statements made outside of this platform, or unrelated to the topic discussed, are solely the responsibility of the guest.

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