Booking Policy

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How Appointments Are Made

[Agent prompt: Specify which booking channels will be available at launch. Common options: phone call, online booking portal, text message, walk-in.]

Channel	Available?	Notes
Phone call	Yes	Preferred for new clients — allows profile creation
Online booking	[Yes/No — pending software selection]	Existing clients only (dog profile must exist first)
Text message	[Yes/No]
Walk-in	No	By appointment only

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Required Information at Booking

All of the following must be collected before an appointment is confirmed:

For all clients:

• Client first and last name
• Phone number (primary)
• Preferred contact method (call, text, email)
• Dog’s name and breed
• Dog’s approximate weight
• Service requested (tier + any add-ons)
• Any known health conditions, aggression flags, or special handling needs

For new clients (first visit):

• All of the above, plus:
• Emergency contact name and phone number
• Vaccination records (Rabies, Bordetella, DHPP) — see health-and-vaccine-requirements
• Completed dog intake notes (recorded in the new dog profile)

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New Client Intake Process

1. Collect all required information over the phone (or via intake form if offered)
2. Create a new client record in 05-Client-and-Dog-Knowledge/active-clients/ using the client-record-template
3. Create a dog profile within that client record for each dog
4. Verify or request vaccination records before confirming the appointment
5. Recommend Tier 2 or Tier 3 for new clients — it allows time to build the dog profile
6. Confirm the appointment and send a confirmation (see below)

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Appointment Confirmation

Every confirmed appointment receives a confirmation:

Method	Timing	Content
Text or call	Within 24 hours of booking	Date, time, service, estimated price, what to bring
Reminder	48 hours before	Date, time, cancellation policy reminder
Same-day reminder	Morning of appointment	”We’re looking forward to seeing [dog name] today!”

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What to Tell Clients to Bring

• Vaccination records if not already on file
• Any special shampoo or product if they have a skin-condition dog
• Nothing else — we provide everything

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Appointment Length Estimates

[Agent prompt: Fill in typical appointment times by tier and dog size. These help set realistic scheduling expectations.]

Service Tier	Small Dog	Medium Dog	Large Dog	XL Dog
Bath & Brush	[XX] min	[XX] min	[XX] min	[XX] min
Full Groom	[XX] min	[XX] min	[XX] min	[XX] min
Add ~30 min for: severely matted, first-time, or anxious dogs

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Cross-References

• Cancellation terms: cancellation-and-no-show-policy
• Late arrival procedure: late-arrival-policy
• Vaccine requirements: health-and-vaccine-requirements
• Scheduling agent procedure: scheduling-procedures