CHOP Manager Knowledge Base

3.6.2 Virtual Assistant Guidelines

*For emergencies or other immediate needs, contact the store using the store extension phone number listed in Grasshopper.



  • Review each shop's books and text clients to move appointments throughout the day for all corporate stores, even if the store is not on the Grasshopper (GH) system.

    • Exceptions: DO NOT MOVE APPOINTMENTS FOR:

      • Pace

      • Eastside

      • Valdosta

      • Riverside


  • Look for “cross/shuffle” icons on appointments, which designate clients who want to book with the next available barber and move those appointments to barbers with more availability.

 

  • Review voicemails in both the Grasshopper app and on the Grasshopper website. On the Grasshopper website only, please leave a note after addressing each voicemail by clicking the “Note” icon. After leaving a note, delete the voicemail.

    • Example:  Called client on 9/12/22 @ 2:30pm and booked appt – SM

 

  • Review any color appointments and make a note in the note section under “Appt notes” for any color appointment over 2 hours. The note needs to say the following (use Sarah’s initials to encourage them to follow this guideline):  

    • Example: Please be sure to charge at least $1 for each minute of the appointment time (ex. 120 min = $120) – thanks SB 

  • Please do not book color appointments unless the client is a REPEAT client.

  • Please book NEW color clients for color consultations only.

  • Exceptions: DO NOT book color for:

    • Midtown 

  • Look for opportunities to move appointments up or down to fill any non-scheduled “gaps” in barbers’ books. Text clients to see if they are willing to adjust their appointment. Our goal is to maximize the barbers’/stores’ opportunities to book more appointments.

    • Exceptions: DO NOT move appointments for:

      • Niceville

      • Bellview

      • Pooler

      • Port Wentworth 
         

  • As early as possible, alert manager via the Teams Virtual Assistant channel (use the @name feature) when a barber’s books are full for the day so they can try to add another barber to the shift. 

    • Exceptions: DO NOT alert for:

      • Pooler

      • Port Wentworth
         

  • If barber/stylist calls out, the manager will post this in the Virtual Assistant Google chat group. Reschedule their appointments for SAME day with another barber if all possible, otherwise rebook them another day.

    • Exceptions: DO NOT reschedule for:

      • Pooler

      • Port Wentworth

 

  • For Quickie appointments only, text the client to remind them to arrive 15 minutes early.

    • Text message: “We are excited to see you! This is a friendly reminder to please arrive 15 minutes early for your time-sensitive appointment. Thank you, Chop Barbershop.”

    • Exceptions: DO NOT text

      • Niceville

      • Bellview

      • Pooler

      • Port Wentworth
         

  • Continue to check and reurn any missed calls or text messages periodically throughout the day.

    • Respond to all Voicemails.

      • After responding, please remove voicemails.

      • BLOCK voicemails from obvious spam numbers.
         

    • Respond to all Missed Calls and Texts

      • After responding, swipe left on the text to “ARCHIVE” the text.

      • BLOCK texts from obvious spam numbers.