Manage the Complete Customer Journey: From Check-in to Payment

Managing the customer journey in your pet grooming business ensures a seamless experience from arrival to payment. This process involves verifying pet details, handling grooming sessions, notifying customers, and completing billing and payment. By following these steps, you ensure compliance with mandatory requirements, provide timely updates to customers, and maintain accurate records for future visits. Completing each step in order helps prevent errors and ensures all customer interactions are properly documented.

To manage the complete customer journey

1. Navigate to the Bookings section and select the customer's booking. The booking details open, displaying the complete pet profile.
2. Review the pet profile, including vaccination records, agreement status, and any other mandatory information. You can verify that all required details are up to date. Note: Ensure all mandatory fields are completed before proceeding.
3. Click Check-in. A quick preview appears for confirmation. a. Click Confirm Check-in. The check-in is completed, and the pet is officially checked in for the session.
4. Take the pet for grooming. The grooming session begins. Note: Perform all grooming services as requested by the customer.
5. When grooming is finished and the pet is ready for pickup, click Mark Ready. The pet's status updates to ready, and the customer receives a notification via email, SMS, or WhatsApp, depending on your enabled notification settings. Note: Ensure notification settings are configured to reach the customer through their preferred channel.
6. When the customer arrives, click Done. The session is marked as completed. a. Click Complete Booking. The grooming session duration is displayed (e.g., 79 minutes). b. (Optional) Save the price for future visits. The price is stored for reference in upcoming appointments. c. (Optional) Rate the appointment and add notes for next time. Your feedback and notes are saved for future reference. d. Click Next to continue. You are directed to the billing page.
7. Review billing details and add any extra items purchased. All charges are updated and displayed for review. a. If the customer has a coupon code, enter it before clicking Next. The discount is applied to the total bill. b. Click Next. The payment options screen appears.
8. Choose the payment method: cash, card, or pay later. The selected payment method is activated. Note: Confirm the customer's preferred payment option before proceeding. a. Select the payment method (e.g., Cash) and click Pay Now. The booking completion message appears, and the invoice PDF is automatically sent to the customer via email, WhatsApp, or SMS, according to your chosen settings.

Note: Following this procedure ensures a smooth customer experience and accurate record-keeping for each booking. Repeat these steps for each new customer booking to maintain consistency and quality service.