WAIVERS GUILDELINES
These internal guidelines are to be followed by all customer service representatives when handling waivers related to pet grooming appointments.
#001 — Script Usage
When requesting a customer to sign a waiver, always use the specific script provided for that type of waiver.
#002 — Appointment Notes After Sending Waivers
Immediately after sending a waiver (or multiple waivers) to a customer, update their appointment (if it has already been created) with the following note format:
Example:
MEDICAL AND SPECIAL BEHAVIOR WAIVER SENT
This note helps all staff quickly identify what has been requested and ensures proper follow-up.
#003 — Scaneo Process & Signature Tracking
During the Scaneo process, all waiver notes must be updated in the following format:
[TYPE] WAIVER ALREADY SIGNED FOR [Month & Date]
Example: SPECIAL BEHAVIOR WAIVER ALREADY SIGNED FOR AUGUST 3
If the waiver is not signed by the day before the appointment, after several follow-up attempts:
- Cancel the appointment if it is the first appointment of the day for any groomer.
- If it is not the first appointment of the day, a grace period may be granted.
In such cases, the waiver must be delegated clearly to the next morning’s team member.
Delegation Protocol (Grace Period Appointments):
Use this script when passing the case to the following day’s team member:
Hi [Team Member Name],
Bear in mind that this customer has not signed the waiver yet. Since this is the second appointment of tomorrow, I’m delegating it to you to follow up first thing in the morning.
Please try to contact the customer again and get the waiver signed before the appointment time.
If not signed by then, please cancel and replace the appointment immediately.
#004 — Waiver Validity Periods
- Medical Waiver and Special Behavior Waiver only need to be signed once per calendar year, per customer, if applicable.
Example: If a customer signs the Medical Waiver in March, they do not need to sign it again until the following year unless their medical situation changes.
- All other waivers (e.g., Matted Coat Waiver, and any others that may apply) must be signed and updated for each applicable appointment.
Reminder: Always verify whether a previously signed Medical or Special Behavior waiver is still valid for the current year before requesting a new signature.