January 2024 Business Update

Happy New Year everyone! We are so excited and proud to continue to serve Orlando and surrounding communities in 2024. We’d like to take this opportunity to announce an exciting new addition to the team and also inform you all of policy and operational changes beginning this year.

Introducing Our New Fleet Manager, Ivie!

Most of you have already interacted with Ivie for scheduling appointments or during your intake process. Ivie started working with us in 2023 as a contracted Intake Specialist who helped us out Monday – Wednesday. We are happy to announce that she has officially joined the team full-time as our Fleet Manager.

Ivie will continue to facilitate schedule requests and intakes of course, but now she will be able to help our business run like a well-oiled machine. She’ll be taking over our vans’ maintenance schedules, keeping our vans stocked and supplied and even helping out with keeping our social media channels active (sorry y’all, I know we’ve been really bad about posting lately).

Visit our updated Team page to learn a little more about Ivie!

Hours of Operation For Customer Service

While we have vans operating 7 days a week, our core business hours are Monday – Friday, from 9 AM – 6 PM. This means that weekend communication is extremely limited and is mostly reserved for people who have scheduled appointments on those days. On weekends, you can get in touch with your groomer using the texting line in which you received your appointment confirmation from. If you call or text the main hotline at 407-907-4079, you will likely not get a response until Monday.

If you have an emergency and you must get a hold of your groomer on a weekend, please text the texting line that you received your confirmation from. You can also see the texting lines we use in our Contact page.

For scheduling and intakes, you can expect a response within 2 business days (weekends do not count). We apologize for some of the longer wait times some of our clients experienced during the holiday season. With a full-time Fleet Manager, we should be able to confidently meet our typical 48-hour turnaround time for all requests and inquires. =]

Changes To Grooming Schedules

We can set appointments as early as 7 AM and as late as 6 PM (some exceptions may apply). Every groomer has their own preference, but we like our groomers to be done with their day by 7 PM, especially during winter months when the sun sets as early as 5 PM.

Within the next couple of months, we may be reaching out to people who have recurring appointments set to 9 AM to see if they’d be interested in moving to earlier time slots. Depending on how many clients move their times, this may mean that people who also have recurring appointments on those days may be asked to move earlier if possible. If moving your time will cause scheduling conflicts, let us know and we will do our best to accommodate you.

Thank you so much for your flexibility and understanding. By tweaking our groomers’ schedules, we can ensure that they take advantage of the daylight hours as much as they can and not drive around in the dark.

Limitations To Recurring Schedules

While on the topic of grooming schedules, we are approaching the recurring client capacity for certain groomers and days. For example, Tia can no longer take new recurring appointments unless someone cancels their schedule, in which case we can replace the spot with someone else. In the meantime, Ivie can offer clients the option of booking their next 3 appointments on available time slots within 4-6 weeks apart.

Last-Minute Cancellation Fees & Deposits

Admittedly, we have been pretty lax about these policies, mostly because we didn’t really have the staff or processes to keep track of violators and enforce these fees. With a full-time Fleet Manager, we will be able to consistently enforce these policies.

We get it, people forget their appointments sometimes. Especially during holidays, Summer Break, etc. However, it’s important for you to remember that every last-minute cancellation or no-show is money that you are depriving your groomer from earning. They are not hourly or salaried. They are paid commission. If your pup does not get groomed, they do not get paid.

Starting today, all appointment cancellations made less than 48 hours in advance will be subject to a cancellation fee of $50 per pet scheduled (unless it was due to an extenuating circumstance that is approved by a member of management). We will charge your card on file for these fees. If you do not have a card on file, or if your card declines, we will remove all appointments from our system until you either pay this fee, or you pay a deposit for your next appointment, upon our discretion.

All customers receive a reminder 72 hours (3 days) before their appointment. Within that time, you can cancel without penalty. You will receive another text reminder from Ivie if we do not receive your confirmation by the following day, in which you will be expected to confirm. If you are unresponsive within this time period, we reserve the right to cancel your appointment and give your spot to someone else.

If you have an appointment on Monday, please confirm by Friday! Remember that our communication is limited on weekends, so it’s best to just confirm by Friday so we don’t have to interrupt anyone’s weekend plans to get your confirmation. =]

2024 Pricing Changes

There will be a small price increase later this year that will affect most pups except some of the larger sizes. We know it’s been a busy and expensive holiday season for most people, so we have made the decision to postpone any price changes until April. Stay tuned for more info on this as we get closer to Spring!

One Comment on “January 2024 Business Update”

  1. Welcome aboard full-time I’ve. I have had the pleasure of working with you already and I know you are a valuable asset to all!!
    Happy New Year as well

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