New Client Info
Below is some additional information on how the process works when working with a scheduler:
Unless otherwise noted, your scheduler will check emails twice a day. Once, first thing in the morning to check for anything time-sensitive like a cancelation for that day and then again later (at no set time) to go through all emails/bookings, etc. Emails are quickly reviewed for time-sensitive emails every day of the week but the second review is typically done Monday through Friday (whatever has been set between you and your scheduler). Your scheduler is available typically between the hours of 9am-5pm (MST), give or take. You are always welcome to text your Scheduler at any time and they will get back to you as soon as they are available. Your Scheduler will mark their days off in your calendar typically with plenty of notice. If needed, a backup Scheduler can be available to help manage emails and your calendar during this time. If you need your emails continuously monitored throughout the day vs just checked once a day please make sure to discuss this with your scheduler. If your scheduler is going to be off longer than a day, or on a Fri/Mon they will put an “out of office, auto alert” on emails letting clients know they are out of the office and when they will be back and that time-sensitive emails will be responded to as soon as possible.
Once your emails and books have been established some clients are moved to a Mon/Wed/Fri schedule. This means that emails are still reviewed Mon-Friday but all non-critical emails with be responded to on Mon/Wed/Fri schedule. Any critical emails will be responded to at the time they are checked.
While our Schedulers are very responsive they are not available 24-7 so it is important that you know how to contact a client at the last minute or after-hours if needed. For example, if you are running 30 mins behind and want to tell your second appt to come in 30 mins later it is often most efficient if the Artist contacts the client and lets them know to come in 30 mins later. The “Client Msg” and “Cancel Appt” actions help facilitate an easy way for Artists to contact clients with short notice and after-hours! The Question section in the application is also a great way to track requests you may have for your booking assistant (i.e. booking a second session for someone or something you need that isn’t a short-notice request).
There may be very limited circumstances in which we advise you to check your emails. This is usually if you have an appointment booked and the client hasn’t shown up yet. It is recommended that you check your email and see if the client has emailed you that they will be late or if they’re lost, etc. If you don’t see any email, it’s quickest to just send them a text message to follow up. If you do not hear from them at all I would let your Scheduler know that this client was a no-show so that they can also follow up and make notes in the appointment. Thankfully we have great processes in place and this is a very rare occurrence!
Please, try not to let too much time go by when responding to questions from your Scheduler unless you have notified them that you will be unavailable. This is to help avoid your Scheduler having to send messages, multiple times which can be time-consuming and cause things to be missed.
If you are planning on going out of town or if you will not be able to respond to messages within 24 hours please let your Scheduler know. It’s also recommended to post on Instagram if you will be away and will be answering any outstanding questions/requests when you return. This helps set expectations with the clients.
We discourage the use of DM’s for scheduling appointments or giving out available dates. The are a couple of scenarios in which you “could” use DM related to scheduling. One is if trying to fill a last-minute appointment. If that’s the case you can put a placeholder appt in the system to record that appt.
All invoices are emailed to you or your shop and are due upon receipt and are for the previous month’s work. If you are unable to pay your invoice within 5 days of receiving the invoice please reach out to Jessica as soon as possible. Invoices are typically paid via e-transfer, Wise or PayPal and instructions will be listed on your invoice.
Please, make sure to let your Scheduler know of any date-related info (books opening, flash days, guest spots, etc). If you post this info on your Instagram please make sure to also let your Scheduler know or put placeholders in your calendar as it is better to confirm details through you as Schedulers don’t always check Instagram for updates. For example, this is to make sure your Scheduler can plan for an increase in activity or if someone emails for details about guest spots your Scheduler will have that info.
If you have any questions and/or concerns about anything on this list please reach out to your Scheduler. Our goal at The Spot is to provide a seamless, efficient scheduling process for Artists and their clients!!