PLATFORM
NEXTIVA GUIDELINE 1 – MORNING SHIFT RESPONSIBILITY Whoever logs in for the morning shift (starting at 8:00 AM, Monday–Saturday) is responsible for: -Reviewing all missed calls received via Nextiva between 4:00 PM the previous day and 8:00 AM that morning. -Attempting to contact each missed call using all 3 steps below: 1. Call the number twice (ideally spaced 5–10 minutes apart). 2. Leave one voicemail if there’s no answer. 3. Send a follow-up text through Nextiva. All returned or attempted contacts must be marked as resolved in the internal tracking system or client notes. GUIDELINE 2 – END-OF-SHIFT COMMUNICATION REVIEW Before ending their shift, every team member must review all client communications (calls and texts) from the start of their shift through to the end, ensuring:- -All calls and texts have been fully addressed — no pending replies or missed follow-ups. -To finalize any communication, there must be records of one of the following: a finalized text message, a recording, or an appointment already scheduled in the calendar. If necessary, delegate in detail to whoever is next on the shift - Any communication that required action (e.g., booking an appointment) has been properly handled and recorded. - No client should be left waiting on a response, confirmation, or update by the end of the shift. - If the team member cannot complete this review before signing off, they are expected to log in later that day or early the next morning to finish. - If logging back in is not possible, they must clearly delegate the task to the next available team member, providing all necessary details so that person can fully take over the responsibility.
WHATSAPPCOMMUNICATION PROTOCOL Used for internal communication between Customer Service, Groomers, and Management GUIDELINE 1 – POST-CALL SUMMARIES WITH MANAGEMENT - After any phone call or voice exchange with a manager, the team member must: • Use AI (or their own notes) to write a clear, summarized list of all items discussed. • Include all assignments, updates, and next steps in a simple, direct format. • Send the summary in the WhatsApp conversation immediately after the call ends. GUIDELINE 2 – SHIFT START & END REVIEW At the start of their shift, each team member must: - Check for any messages sent by management (especially Daniel) while they were disconnected. - Go through each message one by one, ensuring every point is properly addressed. Before ending their shift, they must: - Review all messages received during their shift, especially those with labeled assignments (A, B, C, etc.). -Make sure each item has been addressed (task, follow-up, or instruction). If they cannot complete the review before logging out, they are expected to: - Log in later the same day, or - No later than the next morning, to complete all pending items.
NEXTIVA - EPIC PAW (SUSPENDED) This platform should be checked once per day. When reaching out to Epic PAW customers, always use this specific Nextiva account. Never mix it up with any other Nextiva accounts from Paw Zone Mobile. Be careful not to include any Paw Zone related information. Before contacting any customer, refer to the Epic PAW script file to ensure proper communication.
SIMPLE TEXTING This platform contains two separate phone lines under one account. Upon logging in, switch between the two lines as needed. Check once per shift, unless there is an active customer who replies quickly. In that case, set a timer (e.g., 1 hour) after replying to monitor for a response, ensuring timely follow-up. If there is no reply after the timer, the conversation can be left for the next team member on the following shift.
YELP This platform includes three separate accounts: -Napa -Sonoma -Marin Upon logging in, make sure to check all three accounts during your shift. The format to always use AS LONG AS WE COVER THEIR LOCATION: Good morning! 👋🐾 Thanks for reaching out. Please give us a call at 707-720-7014 so we can assist you directly. We will get you an opening as soon as possible. To save time, you're welcome to complete our quick new customer form here: 👉 pawzonemobile.com/new-customer-application We look forward to meeting you and your lovely pet soon! 🐾 When phone # is available you are supposed to CALL TWICE and leave a VM to that number, in addition to the txt on Yelp.
FACEBOOK FLEA MARKET (EPICPAW – HISPANIC OUTREACH) ASSIGNED MEMBER: JP ONLY Objective: Promote Epic Paw grooming services to Hispanic communities through regular postings and direct engagement. Responsibilities: 1.Posting Schedule: oPost at least 3 times per week in all designated Facebook Flea Market groups targeting the Hispanic community. 2.Customer Interaction: oMonitor comments on all posts. oCheck Messenger daily for any direct messages. oRespond to any inquiries promptly and in Spanish. 3.Leads Handling: oIf someone shows interest in services: → Collect their phone number. → Use the EpicPAW Spanish file to reach out via call. oIf someone only asks for pricing: → Send them the Epic Paw pricing link.