Approval Workflows
Standard Approval Flow
This is the default flow for every groom.
1. Groomer completes the groom
2. Groomer completes the finish quality checklist (kendra-standards.md)
3. Groomer calls for Kendra (or approved lead) to review
4. Approver walks the dog — checks checklist + profile match
5. IF approved: client is called / texted that dog is ready for pickup
6. IF revision needed: groomer corrects; re-review before client is called
7. Dog's service history is updated with approver name
Time target: Approval walk should take 5–10 minutes. If an approver is with another dog, groomer holds the dog safely in a clean kennel — do not call the client until approval is complete.
Escalated Approval — Flagged Dogs
For any dog that meets the Kendra-must-approve criteria (see quality-control-process):
1. Pre-groom: Groomer confirms Kendra has reviewed the flag in the profile
2. During groom: Groomer checks in with Kendra at any point of uncertainty
3. Finish: Kendra is the approver — no substitution
4. Kendra may add a personal note to the dog profile
5. Kendra communicates directly with the client about any significant findings
Booking Check for Flagged Dogs
Before confirming any appointment for a flagged dog:
- Check which groomer is assigned — must be Kendra or a Phase 4 certified groomer
- Confirm Kendra is available that day for the final approval
- If Kendra will not be in: offer the client a different date when Kendra is available, OR book a non-flagged groomer and block Kendra for the approval slot
- Note in the appointment: “Flagged dog — Kendra approval required”
A flagged dog appointment that goes on the schedule without confirming Kendra’s availability creates an impossible situation at approval time. Prevent it at booking.
When Kendra Is Absent
If Kendra is unexpectedly absent (illness, emergency):
For standard (non-flagged) grooms:
- A designated certified lead may perform approvals
- If no certified lead is available: postpone the approval call until Kendra returns or can review photos
For flagged dog grooms:
- Contact the client as early as possible to reschedule
- Do not groom a flagged dog without an available approver
- Script: “Hi [name], I’m so sorry — Kendra isn’t available today and [dog name]‘s appointment requires her. Can we move you to [date]? I have [time] open.”
Kendra’s absence coverage plan:
[Agent prompt: Fill in who covers approval authority when Kendra is absent. This may be a lead groomer, a trusted senior hire, or Kendra reviewing photos remotely.]
| Scenario | Coverage |
|---|---|
| Standard grooms | [Name / role] can approve |
| Flagged grooms | Reschedule OR Kendra reviews photos remotely and gives verbal approval |
| Client communication | [Name] handles client-facing communication |
Approval Log Format
Record approvals in the dog’s service history table:
| Date | Service | Groomer | Duration | Notes | Approved By |
| 2026-07-15 | Full Groom | Sarah | 2.5 hrs | First doodle groom — went well | Kendra |
For escalated approvals, Kendra may also leave a note directly in the dog’s Kendra’s Notes field.
Cross-References
- What triggers escalated approval: quality-control-process
- Finish checklist used at approval: kendra-standards
- Flagged dogs at booking: aggressive-dog-policy
- Scheduling agent must check this file: scheduling-procedures