PROTOCOLS
EMAIL COLLECTION PROTOCOL
APPROVED METHODS (No Exceptions): Option 1: Spell and Confirm - Ask customer to slowly spell their email. - Repeat it back letter by letter using phonetic examples (e.g., "B as in Bravo"). - Confirm full email and only proceed if customer approves. Option 2: Request by Text - Ask the customer to send their email by text message for accuracy.
WAIVER SIGNING PROTOCOL
Part 1: Same-Day Appointments If before grooming starts: - Contact customer immediately. - Use script: "Since your pet has [insert condition], additional terms apply. Please sign the file we just emailed. so we can proceed." - Email waiver and wait for signature before confirming appointment. If groomer is already on-site or mid-session: - Use script: "The groomer just contacted us. Your pet has [insert condition], so additional terms apply. Please review and sign the file we just sent so they can begin (or continue)." - Email waiver. - Set a 15-minute timer and follow up. Repeat once. - If unsigned after 30 mins, alert groomer for next steps. Keep groomer informed at all times. Part 2: Future Appointments - Email waiver as soon as pet is flagged (A, Y, or Z). - Update calendar note: "A, Y, or Z waiver sent." - During Scaneo: - If signed: "A, Y, or Z waiver already signed for [date]." - If not: keep note and flag for follow-up. - If waiver unsigned by day before appointment: - First appointment: Cancel. - Later: Same-day grace period. - If extending to next day: - Delegate clearly in notes/chat: "Pending waiver - customer given until tomorrow. Please follow up and cancel if still unsigned." Always document follow-ups to avoid service gaps.
DOODLE PRICING QUOTE PROTOCOL
WHEN TO USE: When quoting a doodle breed (e.g., Goldendoodle, Labradoodle, Bernedoodle, Aussiedoodle). INSTRUCTIONS: 1. Use regular pricing chart based on dog's size. 2. Add 25%40% surcharge. 3. Round both ends down to nearest $5. Examples: - $100 -> $125 to $140 -> $125$140 - $120 -> $150 to $168 -> $150$165 - $119 -> $148.75 to $166.60 -> $145$165 Script: "For doodles, our full service is typically between $[low] and $[high]. This accounts for the extra time and work they require." If customer asks about higher pricing: "The bottom-right corner of our pricing chart states that doodles are subject to additional charges due to their coat type, body size, and grooming needs."
ONLY NAILS ADD-ON (With Full Service)
WHEN TO USE: Customer has at least one full-service dog and wants to add nail trim only for 1 to 3 more pets. PRICING: - $25 per pet (flat) SCRIPT: "Since you already have one dog scheduled for full service, we can add nail trimming for any other dog at $25 each."
ONLY NAILS APPOINTMENT (No Full Service Dogs)
WHEN TO USE: All dogs or cats (up to 4) at the same location are getting nail trims only. PRICING: - Dogs: $55 each - Cats: $65 each AVAILABILITY & SCHEDULING: 1. Do NOT reserve a calendar opening. (Unless is 4 or more dogs) 2. Find an appointment within 5 to 7 minutes of the customer's address. 3. Set nail appointment 1 hour after nearby appointment (e.g., if 10:15 AM -> set at 11:15 AM). 4. Offer ETA to customer: "We'll stop by between 11:00 AM and 1:00 PM."
FILLING OPENINGS PROTOCOL (For Tomorrow or Next Grooming Day)
WHEN TO USE: When trying to fill an open slot for the next grooming day (e.g., tomorrow). If the open slot is either the first or last appointment of the day, and customer service is unable to fill it with a client from the suggested city in the schedule, they may also consider Santa Rosa as an acceptable location. Santa Rosa is the base location for all groomers (departure and return), so using it as a backup helps optimize route efficiency if no match is found in the target city.
Filling Gaps for Next Business Day
WHEN TO USE: - When scanning tomorrow's schedule (Scaneo) and a gap is found, follow this exact priority logic: Priority Rule #1: Offer Tomorrow's Opening to Future Bookings First - Look at all future appointments after tomorrow and proactively offer them this sooner opening. - Only offer to customers in cities/areas that match the opening route. - Contact all potential matches, except: - Customers previously contacted who already confirmed they want to keep their original day. # If the future appointment belongs to a different groomer: - You must inform the customer it would be with a different, very experienced groomer. - Check if customer has used this groomer before and acknowledge it. *Objective of Rule #1:* Try with every possible future appointment match to fill tomorrow's gap first — offering the sooner date to all potential candidates. Priority Rule #2: If no future customers accept, then fill that gap with same-day appointments if possible - Attempt to tighten the schedule by rearranging tomorrow’s existing appointments. - Examples: - If tomorrow’s second slot is open, try moving the last appointment earlier to take that slot. - If the last appointment cannot move earlier, move the first appointment later a few hours to fill that second slot. *Objective of Rule #2:* Optimize the route by rearranging same-day bookings when future customers do not take the opening. General Notes - Fill openings until groomer ideally reaches 4 pets minimum when possible. - Always document outreach attempts and notes.
Handling Special Cases and Groomer-Specific Inquiries
Purpose: To ensure professionalism and clarity when dealing with sensitive customer situations or questions that require a groomer or manager's input. Customer service representatives must follow this protocol to avoid miscommunication, escalation, or the use of personal judgment inappropriately. 1. No Personal Judgment or Assumptions: Team members are not allowed to use personal judgment or intuition when addressing situations outside their scope or training. Attempting to prove oneself “right” or emotionally engaging in the situation is unprofessional and not acceptable. 2. When the Customer Is Upset: If a customer is upset, and you’ve already offered the best available solution, do not continue the conversation emotionally or defensively. Instead, use the following script: > “I truly apologize for the situation. I’ve done my best to offer you the best solution I can at this time. If you'd like, I can refer you to the groomer or a manager who can further assist you.” 3. When You Don’t Know the Answer: If a customer asks a question you are not trained or authorized to answer, do not guess or attempt to provide a personal opinion. Instead, say: > “I’m sorry, I don’t have the answer to that question, but I’d be happy to schedule a callback with the groomer for you.” 4. No Escalation or Emotionally Charged Replies: Never escalate, argue, or respond in a personal tone. Maintain a calm, polite, and professional demeanor. Your role is to assist within the limits of your training and refer the matter when needed. 5. Accountability: If a customer service representative decides to continue a sensitive interaction outside this protocol, they will be held responsible for any resulting issues or misunderstandings. This policy is in place to protect both the business and the employee.
Same-Day or Next-Day Appointment Requests
(For customers requesting service today or tomorrow or same week)
When to Apply Customer requests an appointment for today, tomorrow or this week The calendar does not show availability. Steps for Customer Service Acknowledge the request positively Example: “No problem! Let me check with the groomer right now to see if we can make arrangements for today/tomorrow.” Do not offer the next regular opening These customers are unlikely to wait. Instead, explain that you’ll check immediately with the groomer/manager. Escalate immediately to Manager (Daniel) Call the manager right away. Provide details: NCA Follow-up with the customer Let the customer know: “We’ll get back to you as soon as possible with an update.” After manager approval/arrangements, confirm with the customer. ✅ Key Reminder: Never leave same-day or next-day request customers waiting for the next standard availability. Always escalate immediately to the manager.
📌 Follow-Up & Closing Protocol for Daily Reports from GERARDO
🔄 Follow-Up (Yellow Rows): Team members must follow up on all yellow-highlighted cases until resolved. ✅ Closed Cases Require Proof: A case can only be marked Closed if one of the following records exists: Call recording on Nextiva. Text message sent to the customer. Appointment booked and visible on the calendar. ⚠️ Important Notes: A short phone call on Nextiva without a recording is not enough to close a case. Spam calls are exempted once confirmed as spam and properly noted in the report.
Appointment SS for Andrea and Manuel
Andrea and Manuel are to receive the screenshots of the appointments the day before. Some guidelines to consider are the following: The screenshots need to be sent based on the order of the appointment times. If any changes or cancellations occur, make sure to delete the files sent in WhatsApp and re-send them in the correct order. If 2 appointments have the same timeframe provided to the customer, advise the groomer about the situation and let them know the idea is to start with the house that is closest to the previous one. If there is a request to book an appointment with an ETA between 11:30 AM and 12:30 PM, it is important to set the appointment close to the earliest ETA. Respect the first hour of the ETA when scheduling in the calendar.
Appointment Confirmation Reminder
✅ 24-Hour Rule (Automatic Confirmation) If a customer books an appointment for the next day or the next business day, the appointment is considered already confirmed. No reminder needs to be sent. Examples: Booked on Friday for Saturday → No reminder. Booked on Saturday for Monday → No reminder. Booked on Thursday for Friday → No reminder. --- ✅ 48-Hour Rule (Reminders Required) For appointments that are scheduled more than 24 hours in advance, the customer must receive a first reminder at least 48 hours before the appointment (or two business days in advance). If the customer doesn’t reply, a follow-up reminder is sent the day before. Example timeline: Appointment on Thursday First reminder: Tuesday Second/follow-up reminder: Wednesday (if still unconfirmed) ✅ Extended 24-Hour Rule (Fresh Bookings) If a customer schedules an appointment the night before (even if the appointment is technically more than 24 hours away), the appointment should still be treated as already confirmed — same as if it were booked for the next day. Example: Today is Monday morning. Customer books on Sunday night for Tuesday. ➡ Even though that's slightly over 24 hours, it's considered a fresh booking and treated as confirmed with no reminder needed. This applies whenever: ✔ The booking was made the evening prior AND ✔ The appointment is within roughly the next 36 hours. No reminder is sent. It’s treated as already confirmed. ✅ 36-Hour Rule (Fresh Bookings) If a customer schedules an appointment the night before (even if the appointment is technically more than 24 hours away), the appointment should still be treated as already confirmed — same as if it were booked for the next day. Example: Today is Monday morning. Customer books on Sunday night for Tuesday. ➡ Even though that's slightly over 24 hours, it's considered a fresh booking and treated as confirmed with no reminder needed. This applies whenever: ✔ The booking was made the evening prior AND ✔ The appointment is within roughly the next 36 hours. No reminder is sent. It’s treated as already confirmed.