WONDER DOG COMPANY POLICIES (Shortcut)
Disclaimer: Any changes to company policies will be updated on the Employee Handbook first. This page is here to serve as a shortcut to this information. If you have any concerns, please cross-reference with the official Employee Handbook on https://whirks.myisolved.com/
For in-depth explanations of company policies, click here. Log in > Employee Welcome > Notifications - Important Company Messages > View Here > It will open another window while it downloads > Click on the download & it will open.
PAID Holidays
New Years Day
Independence Day
Labor Day
Thanksgiving Day
Friday after Thanksgiving Day
Christmas Eve
Christmas Day
Your birthday (day of or within 30 days of your birthday)
PTO
For salaried employees, PTO starts accumulating on your first day of employment. You will receive half a day of PTO, every month on your first year at Wonder Dog. PTO cannot be used until 90 days of employment. After one year, you will start to accumulate 1 full day every month.
Time off
All time off must be approved by the Lead Trainer in your city. If you do not wish to use your PTO, you may take time off, but the hours must be made up on another full day or split up on non-golden hour times. Time off must be planned ahead of time (2-4 weeks) to give the Eval Pro time to fill the CS’s to make up for that time.
sick days
PTO must be used for sick days. After three days off due to being sick, a doctor’s note may be required.
Overtime
If you are nonexempt, you may qualify for overtime pay. All overtime must be approved in advance, in writing, by your Supervisor. At certain times Wonder Dog Corp. may require you to work overtime. We will attempt to give as much notice as possible in this instance. However, advance notice may not always be possible. Failure to work overtime when requested or working unauthorized overtime may result in discipline, up to and including discharge. Unless otherwise required or exempted by law, overtime pay of one and one-half times your regular rate of pay is paid for any hours worked in excess of 40 hours in a workweek. Holidays, vacation days, and sick leave days do not count as time worked for computing overtime.
Driving in a city with tolls
If you operate in a city with tolls, you must keep your GPS on the “Avoid Tolls” setting. The only time you are encouraged to take it off of the “Avoid Tolls” setting is if you will be late by more than 10 mins to your next client and taking tolls reduces that time. In the case that you must take tolls, make sure you record the date and time in order to get it reimbursed on your next paycheck.
Covid-19 Reschedule Policy
Navigating through a global pandemic can be tough, especially with an appointment based system.
Here are a few things you want to keep in mind when rescheduling due to Covid:
1) NOTIFY YOUR CLIENT ASAP
Be sure to inform your client when you have come in contact with Covid-19 or if you tested positive and will not be able to attend the lesson for their safety. Clients appreciate when you let them know that you’re trying to keep them safe. If you are feeling symptoms, try getting a at-home test or setting up an appointment to get tested. You can let the client know you are taking the steps to confirm if it is or isn’t Covid-19.
2) OFFER ANOTHER DATE OR ANOTHER DOG PRO
After informing the client you won’t be able to attend the lesson, you can give them the option to reschedule with you or with another trainer that is available. Of course, we want to do what’s best for the client in this situation regarding rescheduling with you or another dog pro. You will need to get with the other dog pros to see what their availability is for that week and schedule accordingly.
3) DO SOMETHING SPECIAL
Even though this has been pretty common the last 2 years, it can still be an inconvenience to our clients, their timeline, goals and/or schedules. We want to make sure they know we appreciate them and their business so we always want to do something special for them in the event we have to reschedule. Just a simple gesture goes a long way with clients, so something as simple as a hand written note with either a bag of chocolate, a WD Cookbook, or a WD sun visor. Just a little something to let them know we are sorry about the inconvenience. This will go a long way with our clients and show them the standard Wonder Dog has in place for our exceptional customer service.
4) MAKE SURE TO CHECK IN
If you reschedule with another dog pro, make sure you let that Dog Pro know what they should be working on for you and any other important information they’ll need to know. Once the lesson happens, check in with the Dog Pro who did the lesson for you to get an update with what the client learned or reviewed and what questions/concerns the client had. Then, you can contact the client to make sure everything went well and that they got all their answers answered. A simple text asking how things went goes a long way and shows them that you are still thinking of them.
5) WHEN YOU SEE THEM AGAIN
Be sure that you check in with the client when you see them next and apologize for having to reschedule. At this lesson, be sure to give them their gift and let them know we appreciate them!
Text template/Etiquette
Finding the right words to say can also be hard to navigate. Here is a standard text template you can use in the event that you must reschedule due to Covid-19.
“Hi CLIENT, I hope you and DOGS NAME are doing well! I regret to inform you I have (tested positive for Covid OR come in contact with someone who has tested positive for Covid) and will not be able to make it to our scheduled lesson this week. I am so sorry and I hope this isn’t an inconvenience for you. I can send another trainer out for this week or I can reschedule you for next week once I am feeling better. Whichever option works best for you! I hope you have a great day and again I’m very sorry for the inconvenience.”
Once they respond and let you know wether they’d like to reschedule with you or another trainer, you will either let them know the available dates on your calendar and see what works best for them or you would introduce the dog pro you rescheduled with, include their name and number in case they need to reschedule or get in touch with them for some reason.
Reply: If they want to stay with you
“Ok great! We can reschedule to next week. Here are the available dates and times I have for next week. Just let me know which works best for your schedule.”
Reply: If they want to see another trainer for that week
Make a text thread between the client and the trainer that will be seeing them for you. “Hey CLIENTNAME, I have attached DPname to this text. She will be seeing you at TIME on DATE. Of course, if any questions come up between now & then, you can contact either one of us! Thank you again being so understanding. We appreciate you.”
At that time, the Dog Pro taking over that lesson for you will write back with some type of encouraging message like “I’m excited to meet you & DOGSNAME! See you guys on WEEK-DAY!”