Record Points
At Hands N Paws, we aim to keep our service top-notch for our customers. While we don’t have strict rules for team members, following our best practices is key to keeping clients happy and our reputation strong. To help everyone stay on track, we’ve got an accountability system in place: record points.
Record points are used to keep tabs on any big slip-ups from our best practices. Ideally, you’ll want to keep a clean record with zero points, but if you do rack up a few, it’s a way for us to stay accountable to those mighty best practices we preach.
Points are given based on how serious the issue is. If you hit 3 points in a single quarter, you’ll be temporarily blocked from using Precise Petcare for 30 days—meaning no new services can be added to your schedule during that time. When you’re back, your points reset to zero, but you’ll need to be on your A-game since your team leader will be watching closely. Any slip-ups in the first 30 days after returning could lead to immediate termination.
You could earn 1 point for things such as:
- Not following client or pet instructions correctly, whether they’re in the client profile, service notes, or physical notes at the client’s home. (Make sure to check for any updated instructions regularly).
- Cutting a service short on your own terms, making it less than the agreed upon duration. Exception: If client or team leader gives you permission to cut service time short.
- Showing up more than 30 minutes late to an assignment without a good reason.
- Not submitting a journal report right after a scheduled service.
*More severe infractions, such as no-shows to visits, will result in higher points accumulated and/or termination as deemed appropriate to Hands N Paws leadership.
Your team leader will keep track of everyone’s points on a spreadsheet. Before you get a point, they will reach out to have a conversation with you. Mistakes happen, and that’s okay. But if it’s something that could’ve been avoided with a little more attention or care, points might still be given. We’ll look at each situation carefully, and offer some flexibility depending on the case.
Of course, certain emergency situations won’t count against you, like traffic jams, personal/life-or-death emergencies, extreme weather, or issues with your vehicle. Just make sure to let your team leader know right away on Slack so they can handle it accordingly.
If you ever want to check on your record points or ask about any work infractions (even though we’ll always keep you in the loop), just reach out to your team leader on Slack, and they’ll fill you in.
