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Calendar Guidelines – Cases Section
Case 1: When an Appointment Is Canceled Action Steps: 1. Change the appointment color to green. 2. Edit the title and add 'CANCELED' in large letters at the beginning. 3. Create a new opening for the same date and time. 4. Keep the same ETA (if any) in the title. 5. Keep the same City or City Group as the canceled appointment. 6. Make sure the opening is visible for rebooking. Note: If the canceled appointment was in a city within the Marin South group, create the new opening under Marin South instead of the single city.
Case 2: When Two Openings Are Booked (Two Pets) Action Steps: 1. Ensure that two openings have been taken to cover the full service for two pets. 2. If additional openings remain after the two-pet booking, move those openings 1 hour earlier. 3. Adjust the ETA timeframe of those openings accordingly (1 hour earlier). 4. Ensure the booked appointment for the two pets is correctly shown. Note: If there are already existing appointments scheduled after this two-pet appointment, no changes are needed.
Case 3: When a Groomer Completes a Future Appointment Early Action Steps: 1. The groomer informs Customer Service that a future appointment has been completed today. 2. Locate the original future appointment in the calendar and mark it as done today. 3. Unless the groomer requests otherwise, create a new opening for the original future date/time. 4. The new opening should keep the same city or city group and the same ETA (if applicable).
Case 4: Keeping ETA Timeframes in Appointments Action Steps: 1. All openings must include the ETA timeframe in the title (Example: 'ETA: anytime between 9:00 a.m. – 10:00 a.m.'). 2. When creating an appointment from an opening, always keep the same ETA timeframe in the title. 3. If a specific ETA timeframe was originally offered to the customer when booking, that exact timeframe must be shown in the appointment title. Note: ETA formatting must always follow the standard structures: 'ETA: anytime between [start time] – [end time]'. OR ETA [Exact time requested]
Terms
Opening Creation Guidelines – Groomer 1, Groomer 2 & Groomer 3
Groomer 1: Norma’s Openings
Total Weekly Openings: 20 openings per week
Pattern: Alternates between Week A and Week B
Week A Monday: 2 in Santa Rosa (AM/PM), 2 in Windsor/Healdsburg Tuesday: 2 in Santa Rosa (AM/PM), 2 in Rohnert Park Thursday: 2 in Rohnert Park, 2 in Sebastopol Friday: 4 in Santa Rosa (all day) Saturday: 4 in Santa Rosa (all day)
Week B Monday: 2 in Santa Rosa (AM/PM), 2 in Windsor/Healdsburg Tuesday: 2 in Rohnert Park, 2 in Petaluma Thursday: 1 in Sonoma Town (first), 3 in Napa Friday: 2 in Santa Rosa, 2 in Oakmont/Glen Ellen/Kenwood
Notes - Alternating Weeks: Norma alternates Week A and Week B each week. - If Conflicts Occur: Adjust openings to match existing appointments. Move CD openings to other days if needed, but avoid incompatible city combos. City Combinations to Avoid: - Petaluma with Healdsburg/Windsor - Rohnert Park with Healdsburg/Windsor - Sebastopol with Healdsburg/Windsor - Santa Rosa with Petaluma - Oakmont with Petaluma - Oakmont with Healdsburg/Windsor - Oakmont with Sebastopol - Oakmont with Rohnert Park
Groomer 2: Daniel’s Openings
Pattern: Alternates between Week A and Week B
Week A Monday – Santa Rosa: - 1 Opening (all-day): ETA 9:00 a.m. – 5:00 p.m. - 3 Openings: 10:15 a.m., 12:15 p.m., 2:15 p.m. Tuesday – Novato / Marin South (5 openings): - 1 in Novato, 3 in Marin South, 1 extra all-day opening (Novato or Marin South): ETA 10:00 a.m. – 5:00 p.m. Thursday: 1 in Sonoma Town or Oakmont/Glen Ellen/Kenwood, 3 in Napa Friday: 2 in Rohnert Park, 2 in Petaluma Saturday: 4 in Santa Rosa
Week B Monday – Santa Rosa: - Same format as Week A Tuesday – Petaluma / Novato / Marin South (5 openings): - 1 in Petaluma or Novato, 1 in Novato or Marin South, 2 in Marin South, 1 extra all-day opening ETA 10:00 a.m. – 5:00 p.m. Thursday: 1 in Rohnert Park or Petaluma, 3 in Petaluma Friday: 2 in Santa Rosa, 2 in Windsor/Healdsburg Saturday: 4 in Santa Rosa
Notes - Alternating Weeks: Week A and Week B alternate every other week. - Special Conditions: Monday always includes an all-day opening; Tuesday includes an extra all-day opening (Novato or Marin South). Big No-No City Combinations: - Healdsburg/Windsor with Rohnert Park - Healdsburg/Windsor with Marin South - Healdsburg/Windsor with Santa Rosa - Healdsburg/Windsor with Novato - Novato with Santa Rosa - Petaluma with Santa Rosa - Oakmont/Glen Ellen/Kenwood with Rohnert Park - Oakmont/Glen Ellen/Kenwood with Petaluma - Oakmont/Glen Ellen/Kenwood with Healdsburg/Windsor - Oakmont/Glen Ellen/Kenwood with Marin South - Oakmont/Glen Ellen/Kenwood with Novato
Groomer 3: Manuel’s Openings
Work Days: Thursday only
Thursday 1st Opening – Santa Rosa - Time: 8:15 a.m. (specific time request) - ETA: Exact time requested (no window) 2nd Opening – Santa Rosa - ETA: Anytime between 9:00 a.m. – 10:30 a.m. 3rd Opening – Flexible City - Cities: Healdsburg, Windsor, Rohnert Park, Santa Rosa, Sebastopol, Oakmont, Glen Ellen, Kenwood - ETA: Anytime between 11:00 a.m. – 12:30 p.m. 4th Opening – Match Previous City - Must be in the same city/area as the 3rd Opening - ETA: Anytime between 1:00 p.m. – 3:00 p.m.
Notes - Manuel has only 4 openings per Thursday. - The 4th opening must always mirror the city of the 3rd. - If adjustments are needed, maintain the same sequence: 1st in Santa Rosa, 2nd in Santa Rosa, 3rd in flexible cities, 4th matches 3rd.
*Only 1 groomer can show appointments in specific week. No appointments in Napa for 2 groomers can be shown the same week, even if it is different days.