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April 2, 2026 | Beth Stultz-Hairston, Pet Sitters International

A thoughtfully designed client welcome packet can set the tone for a professional, organized, and trustworthy relationship with your clients from day one. Your company’s welcome packet gives you an opportunity to communicate your standards, prevent misunderstandings, and reassure clients that their pets (and homes) are in capable hands—but many pet-sitting companies skip this step in the client onboarding process.

In fact, when we conducted a recent poll in PSI’s Facebook group, nearly 70% of members who responded said they don’t have one! (19% of members responding shared that they provided clients with a printed welcome packet, and 13% indicated they have a digital welcome packet that they either email new clients or make available on their company website.)

We encourage you to reconsider this important opportunity to make a great first impression. Your welcome packet can be a  digital document you can share by email or text, or you may compile a printed packet that you give new clients at the initial consultation.

Client Welcome Packet Best Practices

Whichever welcome packet format you choose (print or digital), keep these tips in mind:

Start with a warm welcome and brief introduction. Thank clients for choosing your business, and share a short overview of who you are, your experience, and your values. Highlight your credentials such as being insured, bonded, certified, background-checked, a member of PSI, etc. This reinforces your commitment to professionalism and best practices.

Next, clearly outline your services and pricing. Describe what’s included in each service (drop-in visits, dog walks, overnights, etc.), along with base rates and any additional fees they should be aware of (e.g., additional pet fee, holiday surcharge). Also include hours of operation and any booking timelines.

Walk clients through your booking process step-by-step. Explain what happens after their inquiry, including paperwork completion, booking procedures, key exchange, etc. If you use scheduling software or a client portal, provide simple instructions for logging in, requesting services, and making payments.  This can help reduce back-and-forth communication.

Your welcome packet should also:

Establish clear client expectations.  Let clients know how and when you provide updates, your typical response times, and what situations would prompt an immediate call (such as illness, injury, or home emergencies), and when you are (and are not) available for calls and texts.

Include your must-have forms and policies. While you likely have your clients complete your pet-sitting contract separately, you may include other forms they need to complete and return in your packet, such as your veterinary release and emergency pet guardianship forms. Your payment policies, cancellation terms, and safety guidelines should also be included and clearly stated.

Put “need-to-know” information at their fingertips. Include a quick-reference page with your contact information, main policies and procedures, and booking instructions. Consider adding a simple client checklist that summarizes what must be completed before services begin.

Creating your welcome packet will take time, but it’s worth the effort. Adding this step to your onboarding process can help put clients at ease, prevent future misunderstandings and highlight your professionalism. Plus, once you’ve created your packet, you can use it time and again!

Items To Include In Your Welcome Packet

Use these lists as you put together your pet-care company's welcome packet.

These are items your welcome packet should include:

• Welcome message
• Hours of operation
• Business contact information
• Booking/visit request instructions
• Required forms (e.g., vet authorization, emergency pet guardianship)
• Services list (with descriptions and pricing)*
• Policies (e.g., payment, cancellation)

Additional information or items you may want to incorporate or incorporate:

• Bios for you and team/overview of credentials
• Client portal instructions, if applicable
• Communication guidelines
• Response times
• Emergency contact criteria
• Safety guidelines
• Key policies summary
• Client checklist

In a recent discussion about welcome packets in PSI's member Facebook group, Professional Pet Sitters Chat, PSI members also suggested "welcome gifts." One member shared that her new clients receive a company-branded bag with her print materials, along with branded swag. Another member mentioned that her company gives new clients a bag of locally-made goodies for pets and people, including beef liver treats from a local company and a leash light.