Lesson 105

Client experience and retention

Feeding, medication and belongings on a stay

Three different things are written down before a stay, and they belong in three different places. The one that has to be true every time does not belong on the booking at all.

3 min read · Owner or front desk · Running day to day
Open in Petboost

A fortnight's boarding arrives with a bag, a tub of food, a bottle of drops and a green blanket, and all four have to still be right on the morning she goes home. Where you write each one down decides whether it is.

Ask it on the form, once per stay

Feeding and medication change between stays, so they are asked each time rather than once ever.

  1. Open Fields & Forms and select the stay form.
  2. On Settings, set Frequency to Every appointment.
  3. Under When to collect, choose Send after booking.
  4. Under Apply to services, choose Specific services, then pick the stay under Linked Services.
  5. Select Publish Changes, tick the box in Before You Publish, then select Publish Changes.

When to collect set to Send after booking texts and emails the form as soon as a stay is confirmed for a linked service, which is the moment the owner is still thinking about the trip.

Trap

Do not set Frequency to Once per client on a stay form. It stops at the first completed submission for that pet owner account, so a family who boarded in June would never be asked again, and the June answers are not this stay's answers.

Carry it on the run sheet

Run Sheet on Mission Control opens every note on the booking out under the card, which is what a bench needs.

  1. Open Mission Control and choose the Run Sheet view.
  2. For a paper copy, select Actions, then Print Day Run Sheet.

The three blocks have three different authors. Internal Notes is yours and she never sees it, which is where the feed quantities and the drops go. Customer Notes is yours and she does see it, which is where the settled-in report goes. Pet Owner Instructions is what she typed when she booked, which is where the blanket and the collection arrangement are.

Tip

Print Day Run Sheet produces a PDF carrying every note block. The CSV export on the calendar is a different thing and carries no notes at all, which is why the kitchen copy has to come from here.

Put the permanent ones on the dog

A note that has to be true on every stay is not a booking note.

  1. Open Customers & Pets and select Manage on the dog.
  2. On the Petprint card, select Add custom attribute in the Custom row.
  3. Search for the attribute, such as Daily medication, and select it.

Daily medication on the pet fills the Quick Notes & Attributes column on every booking she ever has, so nobody has to remember to copy it forward. Business Only keeps it to your team, which is right for a handling instruction rather than something an owner maintains.

Check

Escapes a standard run carries Properties, which means it changes the booking rather than describing it. Give it an Attendance cap under Add Booking Properties on Pet Attributes, and only that many dogs carrying it can be in at the same time, so the runs that hold an escape artist stop being oversold.