What to Do First When Something Goes Wrong
- Tori Lynn Crowther
- 15h
- 6 min read
A Professional Dog Walker’s Guide to What to Do First When Something Goes Wrong
Because at some point in this job… something will.
Dog walking is a wonderful career, but it is also unpredictable. You work with animals, the public, traffic, weather, muddy fields, and occasionally the world’s most determined escape artist disguised as a spaniel.
Even the most experienced dog walker will eventually have a moment where something goes wrong. You might trip and hurt yourself, a dog might get injured, a lead could slip, a dog might disappear for a few minutes, or a client might contact you angry about something.
The most important thing to remember is this:
How you respond in the first few minutes matters far more than the mistake itself.
This guide will help you stay calm, act professionally, and handle situations in a way that protects the dog, the client, and your business.
First Rule: Stop, Breathe, and Slow Down
When something goes wrong, adrenaline kicks in immediately. Your brain races, panic sets in, and it can feel like everything is collapsing at once.
Before doing anything else:
• Stop
• Take a breath
• Assess the situation calmly
Panicked decisions are usually the wrong decisions. Calm professionals solve problems faster.
Dogs also pick up on stress. If you remain calm, the dogs around you are far more likely to stay calm too.
First Priority: Safety
Your first question should always be:
Is anyone in immediate danger?
Check:
• Are you injured?
• Is a dog injured?
• Is a dog near a road or other danger?
• Is another dog or person involved?
If there is any immediate risk, focus on making the area safe first.
Examples:
• Move dogs away from traffic
• Secure dogs on leads
• Separate dogs if needed
• Move to a quieter space
Nothing else matters until the situation is safe.
If You Are Hurt
Dog walkers often ignore their own injuries because they feel responsible for the dogs.
However, if you are injured:
Secure the dogs first (on leads, in the van, or with a trusted person nearby).
Assess your injury honestly.
Seek medical help if needed.
If you cannot safely continue the walk, contact the owners and arrange for dogs to be returned home safely.
A professional does not push through serious injuries.
If a Dog Is Injured
If a dog appears hurt:
Step 1: Stay calm
Dogs often react to panic.
Step 2: Secure the other dogs
You need control of the group before you can focus on the injured dog.
Step 3: Assess the injury
Look for:
• bleeding• limping• signs of pain• swelling• shock or distress
Step 4: Contact the owner
Explain clearly what has happened and ask how they would like to proceed.
Most professional dog walkers have permission to take a dog directly to the vet if necessary.
If the injury is serious, go straight to the vet and inform the owner while on the way.
If a Dog Goes Missing
This is every dog walker’s worst fear, but it does occasionally happen even to experienced professionals.
Your priority is finding the dog quickly and calmly.
Step 1: Stay in the area
Dogs often circle back.
Step 2: Secure the other dogs
You cannot search properly while managing a group.
Step 3: Call the dog calmly
Avoid shouting in panic.
Step 4: Use recall cues the dog knows
Whistles, food, squeaky toys, or calling the group dogs can help.
Step 5: Contact the owner if the dog is not located quickly
Be honest and clear. Owners appreciate fast communication more than delayed explanations.
Then expand the search if needed.
In many cases, dogs are found quickly once panic settles.
If a Client Is Angry
Sometimes the problem is not an injury or emergency. It might simply be an upset client.
Perhaps:
• you were late
• a dog got muddy
• something was misunderstood
• you made a genuine mistake
The first step is not to become defensive.
Instead:
Read or listen carefully to the concern
Respond calmly
Acknowledge their feelings
Offer a solution where possible
Example:
"Thank you for letting me know. I’m really sorry that happened — let me explain what went on and how we can fix it."
Most situations de-escalate quickly when the client feels heard.
If You Made a Mistake
Everyone makes mistakes. The difference between a professional and an amateur is how they handle them.
The best approach is simple:
1. Acknowledge it
Do not pretend it did not happen.
2. Be honest
Clients respect honesty far more than excuses.
3. Fix the problem
Offer a solution where possible.
4. Put systems in place so it does not happen again
Mistakes handled professionally often build more trust, not less.
Do Not Hide Problems
One of the worst mistakes a dog walker can make is trying to hide an issue.
Clients almost always find out eventually, and the loss of trust is far worse than the original problem.
Professionalism means:
• communicating early
• explaining clearly
• taking responsibility
• focusing on solutions
Once the Situation Is Stable
After the immediate issue is resolved, take a moment to review what happened.
Ask yourself:
• What actually caused the problem?
• Was there something that could have prevented it?
• Do I need to change a procedure or rule?
Most experienced dog walkers improve their systems because of situations that went wrong early in their careers.
Remember: Perfection Is Not Required
No dog walking career is completely problem-free.
Dogs slip leads. Mud appears from nowhere. The occasional escape artist tests your reflexes. Humans sometimes get things wrong.
Most clients do not expect perfection.
They expect:
• honesty
• responsibility
• professionalism
• calm problem-solving
Handle problems well, and your reputation will remain strong.
Final Thought
When something goes wrong, remember this simple order:
1. Stay calm
2. Make the situation safe
3. Communicate clearly
4. Solve the problem5. Learn from it
Every professional dog walker has a story about a day when things went wrong.
The good ones simply handled it well.
See The Dog House Resources for templates you can use.
The Whole Hound and Human by Tori Lynn Crowther teaches dog owners and professional dog walkers how to understand dog behaviour, communication, and emotional needs. Using positive reinforcement, predictable routines, and science-backed methods, it shows how to train dogs through fulfilment, not force, creating calm, confident, and well-behaved dogs.
Take your dog care skills to the next level with The Dog House, Tori Lynn Crowther’s exclusive community for dog walkers, pet care professionals, and trainers. The Dog House gives you ongoing support, templates, expert advice, practical tips, and real-world strategies to work confidently with dogs of all breeds and behaviours. Learn how to apply science-backed training, positive reinforcement, and emotional awareness in everyday walks, group sessions, and professional dog care. Connect with like-minded professionals, improve client satisfaction, and create calm, happy, and well-managed dogs under your care.
About Tori & TLC Canine Crusaders Business Hub
I’m Tori, founder of TLC Canine Crusaders Business Hub and The Dog House, where I help dog walkers and dog owners build confidence, clarity, and success. With years of hands-on experience running a busy dog walking company and training academy, my mission is to make the industry easier to navigate. Whether you're growing your business or supporting your dog at home, you’ll find practical guidance, community support, and resources designed to help you thrive.
Legal Disclaimer
The information provided on this website is for general information and educational purposes only. It is intended to support pet care professionals in understanding common legal considerations when operating a dog walking or pet care business in the UK.
This content does not constitute legal advice and should not be relied upon as a substitute for advice from a qualified solicitor or legal professional. Laws, regulations and local authority requirements may change over time and can vary depending on location and individual circumstances.
While every effort has been made to ensure the information is accurate and up to date at the time of publication, no guarantees are made regarding completeness or applicability to your specific situation.
By using this website, you acknowledge that:
✓ You are responsible for ensuring your own business complies with all relevant UK laws and local authority rules
✓ You should seek professional legal advice before drafting, using or relying on any contract or legal document
✓ The website owner accepts no liability for loss, damage or legal issues arising from the use of this information
If you are unsure about any legal obligations, contractual terms or liabilities, it is strongly recommended that you consult a solicitor experienced in small business or consumer law.
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