Record Points
At Hands N Paws, we hold ourselves to high standards to ensure excellent service for our customers. To maintain accountability and uphold these standards, we’ve implemented a record points system. While there are no rigid requirements for team members, adhering to established best practices is essential for customer satisfaction and the reputation of our company.
The purpose of record points is to monitor and address significant deviations from these best practices. Our goal is for team members to maintain a clean work record, with no disciplinary points. Points serve as a measure of accountability and are assigned based on the severity of infractions.If a team member accumulates 3 points within a quarter, they will be barred from Precise Petcare for 30 days, unable to add services to their schedule during this time. Upon their return, their points will reset to zero, but they must uphold an exemplary work record since they will be under strict scrutiny by team leaders. Any violations recorded during the first 30 days after returning will lead to immediate termination of employment.
Team members may receive 1 record point for the following infractions (including, but not limited to):
- Inaccurately following client instructions, including those specified in client profiles, service boxes, or physical notes in the client’s home. It’s crucial to regularly check for updated instructions.
- Reducing the length of a service below the agreed duration.
- Arriving more than 30 minutes late for an assignment without reasonable cause.
- Not submitting a journal report immediately after a scheduled service.
Record points are meticulously tracked on a spreadsheet by a team leader. Before issuing a record point, a conversation will be held with the team member involved. Transparency is key, and team members will always be informed when points are assigned.
While mistakes are understandable, points will be given if it’s determined that an error could have been avoided with more careful attention or presence during a service. Each situation will be evaluated according to this policy, with minimal leeway granted on a case-by-case basis.
Certain emergency situations are exempt from having points added to a team member’s record. These include instances entirely out of the team member’s control, such as traffic delays, personal emergencies, extreme weather, prior assignment overruns, pet-related issues, personal vehicle breakdowns, and communication or scheduling mishaps (although rarely inexcusable). In such cases, it’s essential to promptly inform management via Slack to assess the situation and prevent the assignment of a point.
If team members ever wish to inquire about their record points, they can reach out to a team leader via Slack for clarification.