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Standard Database Rules & Formatting

In a company where multiple teammates will be sharing data with each other, it’s important that we have rules set up for how, when and where we talk about our work in our various databases so that we can all easily find the info we need. So we are our standard rules…

The Cardinal Sin of Calendars

When scheduling appointments on people’s calendars, the cardinal sin is hitting “This and future events” and “All events” when you save an appointment. When putting an appointment in, you want to hit save and follow that up with “This event only”. DO NOT HIT EITHER OF THE OTHER TWO OPTIONS OR IT MESSES THE EVENTS UP GOING FORWARD. OR IT MESSES THEM UP GOING FORWARD AND BACKWARD.

Calendar Rules

  • Part of Town: This will allow the team to know where each person is generally at to make scheduling and drive times as effective as possible.

  • Title: First Name Last Name

    Ex: Joshua Harris

  • Program & Lesson #: This will indicate which program (either Puppy or Adult) and the lesson number. If a client is signed up for a puppy program, the only ones that should have the P are the first few puppy lessons until the dog is 4 months. Then it switches to A on the calendar. If it is a 2dog program, you will add that after the A or P.

    Ex: “A1” or “P3” or “A1 2dog”

  • Program: This will indicate which program they signed up for the On-Leash will say ON, the On-Leash + will say ON+, and the Off-Leash program will say OFF.

FULL EX: East Mem Julie Foo A1 OFF

  • Cancellations: When someone cancels a lesson, put “PLAN 1” at the front of the title of their NEXT lesson to remind you to plan another lesson in place of that one if you don’t get a chance to reschedule then & there.

    Ex: “PLAN 1 Arlington Joshua Harris A4 OFF”

  • If someone cancels or you need to cancel: See Missed Lesson/Rainy Day Policy

  • Notes: Don’t add notes to the Appt Notes field in the calendar. All notes go in the customer’s file on Active Campaign.

  • If someone needs to be off for any reason for the whole day, make sure the whole day is marked out in the color “graphite.” Using Google Calendar sometimes it will not mark the full day and only put it at the top section.

Same-Day Cancellation Checklist

  • Inform LT of client cancelling

  • Send cancellation policy text if appropriate

  • Add notes to AC including date & why they cancelled

  • Change the color of the lesson to “Blueberry” on the calendar to indicate the person cancelled

  • Reschedule

  • Charge their card if needed

Reschedules & Cancels

1st Try - Send the clients a few dates & times that are open to reduce the back and forth either at the end of their program OR during a cancellation. 

2nd Try - If you can’t find anything that is closer than 2 weeks AFTER their program ends, then check the availability of the Roaming Dog Pro to see if they can help. 


Client Database Rules

We gotta keep the database SUPER clean and tight! This means…

Names. First name goes in the first name box, last name in the last name box. No more last names in the first name box!

Capitals & Proper Grammar. All names and addresses must be set up correctly, typed correctly, etc or it messes things up when we go to email them or send them a post card.

Notes. We need to systemize the order trainers put notes in the notes section so that its easy to find what you are looking for on the fly. We also need them all to use the same words so that if we need to search for a word, like Poodle, or Obedience, or Blue Program, when doing email campaigns later, we’ll be able to easily find the accounts we are looking for.

**ALWAYS SIGN THE END OF THE NOTE WITH YOUR INITIALS IN CASE ANYTHING ABOUT THAT NOTE NEEDS TO BE DISCUSSED**

Naming Conventions for Uploading Worksheets, Homework & Lessons

Homework Sheets: First name Last name Lesson #

  • Jennifer Perez A3

For Eval Worksheet: Consult Question Sheet 1

Acceptable Note Abbreviations

FU = Follow-Up

TT = Talked To

CB = Call Back

LVM = Left Voice Mail

TS = Text Sent

UNGRADED STUDY QUIZ

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