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by MoeGo on Apr 14, 2025 12:00:00 PM
$1,200 saved weekly. Fewer daily calls for staff. How?
For Rover Done Over, these aren’t just numbers—they’re the result of a bold strategy that turned workflow issues into streamlined success. In a world where pet parents increasingly demand convenience and transparency, Gretchen and Shean found a way to deliver both—using automated pet care solutions and pet business software to keep their business financially healthy. Here’s the playbook that helped them do it.
How Rover Done Over Turned Challenges into Wins
Improve Cash Flow with Transparent Payment Options
Challenge: Escalating Credit Card Fees
On average, credit card processing fees were costing Gretchen $1,200 per week. She wanted to reduce costs without compromising client relationships.
Solution: Processing Fee to be Paid by Clients
“This was the fee we had to pay out. So really, in actuality, that’s a lot of money saved.”
In March 2025, Gretchen and Shean implemented MoeGo Pay’s Processing Fee by Client feature—a strategic move that helped improve her business’s financial efficiency using MoeGo’s pet care marketing tools, without compromising client trust. Instead of absorbing all credit card processing fees (which used to total about $1,200 per week), the business introduced a transparent “non-cash adjustment” policy.
Inspired by Chris at The Ruff Life Mobile Grooming and Mellie from the MoeGo Pay team, Gretchen and Shean implemented a client-paid processing fee for card payments. Here’s how:
- Transparent Pricing: The team updated their website and quotes to show two clear pricing tiers: one for cash/check and a slightly higher rate for cards. Clients are quoted with both sets of pricing so that they understand the pricing structure clearly upfront.
- Client Communication: Shean notified clients a month in advance via an email campaign, explaining the change as a “non-cash adjustment” and emphasizing potential savings for those opting for cash/check.
Results
- $1,200 saved in processing fees weekly.
- Kept 99% of their clients on board with only 2-3 clients lost.
Protect Revenue with Cards on File and No-Show Policies
Challenge: No-Shows and Last-Minute Cancellations
Late cancellations disrupted schedules and hurt revenue. Enforcing a 48-hour cancellation policy manually was time-consuming.
Solution: Card on File as No-Show Protection
“We send out the Intake Form that explains everything and collects the credit card information. And we charge the deposit when we pick the client's first appointment date.”
With Shean leading policy design, Rover Done Over uses MoeGo Pay’s Card on File and No-Show Protection tools to ensure their team’s time is respected. They’ve implemented a 48-hour cancellation policy, backed by a $52 fee per pet if clients cancel late or don’t show up. The fee is processed automatically through the card on file.
- New clients: A $52 card-only deposit is required with all policies explained and signed via Intake Form when they book online.
- Existing clients: No deposit required, but their cards are still kept on file to enforce cancellation fees when needed.
Results
- Streamlined policy enforcement with instant charges for violations.
- Deposit requirement helps screen out uncommitted clients, reducing last-minute cancellations and saving valuable time.
Direct and Professional Calls with MoeGo Calling
Challenge: Time-Consuming Communication Between Mobile Grooming Team and Clients
While Rover Done Over’s groomers had always used texting to communicate with clients, urgent calls (such as clarifying directions or resolving missed appointments) required office staff to act as intermediaries. This created frustrating delays for team members on the road and added unnecessary complexity for the office team.
Solution: MoeGo Calling for Staying Connected on the Road
“We turned on MoeGo Calling for the groomers to be able to directly call their clients, and that has been beautiful.”
As Gretchen and Shean have now turned on MoeGo Calling, staff who are on-the-go can now contact clients directly using the business number, instead of their personal ones. This eliminates the need for office staff to handle routine communication, saving the team valuable time for more important tasks.
Results
- Fewer daily calls for office staff.
- The on-the-go team resolves issues faster.
- Clients see a professional business number, not a personal phone.
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