Quality Control (QC)

As Lead Trainer, you get the pleasure of following up behind the Dog Pro’s to check in on the client experience to make sure we’re giving world class service. And if we’re not, correcting it in a quick manner to make sure the Dog Pro is on track and the client is HAPPY!

If we do this, it shows our clients we really care and have their best interest in mind. Which is great for us because by doing this our clients KNOW we care and then they are more likely to spread the word about Wonder Dog! And when that happens, we ALL win!

How QC Is Done:

1) Calls

  • If you’re not in-person, the next best thing is a call. We have a script and a general list of questions to ask and go by when you’re chatting with clients.

2) Texts

  • If they don’t answer the call, we send a text using the scripts below

3) In-Person

  • You won’t get to see every client who goes through a program with us in person, but you do get to visit some during your in-person QC spots

Call QC:

Like mentioned above, calls are ideal because you can get a lot more info from a call than you can from a text. A client may send back “It’s going good!” on a text but they expand so much more on a call which is great for us and we get to ask a LOT more questions. This is much more ideal than texting them a million things!

When you call, introduce yourself and ask if they have a minute or two! Let them know you’ll be quick and just want to make sure everything is going great!

“Hey Mrs. CLIENT NAME! It’s Sam from Wonder Dog. I wanted to checkin and make sure DOG NAME’s program was going GREAT! Do you have a couple minutes?” Then jump into your questions.

Questions to ask:

  • What do you think about TRAINER NAME?

    • Are they doing a great job for you?

  • Are they explaining things well?

  • Is the homework going well when they aren’t there?

  • Are you using the portal for the refresher videos?

    • If not: Do you know about the portal or how to use it?

  • Are they inviting you to the games each week?

  • Are the showing up on time?

Admin:

  • Put your notes from the call into the DB under the “Deal Notes” section with your name and the date.

  • Give the DP any relevant info they need

  • If something comes up that could be useful to the company as a whole or the DP team, bring it up during the team meeting

    • If its a training opportunity, bring up at team meeting and offer suggestion we make it a training!

That’s it! Simple as that. If they don’t answer, move the section below. ⬇️

Text QC:

These days, lots of people don’t answer numbers they don’t know, so if they don’t answer, don’t sweat it. Just send ‘em a text using the copy/paste format below!

QC Text Template For Clients: “Hello! This is YOURNAME, the Lead Trainer at Wonder Dog.  I called to check-in with you and see how training is going for DOGNAME with DPNAME! Is everything going well? Is there anything I can do for you to make your experience better?

QC Text For Grads: “Hello! This is NAME, the lead trainer at Wonder Dog.  I wanted to personally congratulate you and DOGSNAME for graduating!  How did you enjoy your program with TRAINERSNAME? Is there anything I can do to make your experience with Wonder Dog better?”

If their response is good, send this:

QC Response: “So great to hear! Thank you for taking the time to respond. We appreciate your feedback so much. Of course, don't be shy and reach out to DPNAME or myself directly if you need anything. Hope you have a wonderful day! 🐶 ”

If their response is not good, figure out what to do and problem solve (which probably means to call)!

Admin:

  • Put your notes from the call into the DB under the “Deal Notes” section with your name and the date.

  • Give the DP any relevant info they need

  • If something comes up that could be useful to the company as a whole or the DP team, bring it up during the team meeting

    • If its a training opportunity, bring up at team meeting and offer suggestion we make it a training!

In-Person QC:

**Use these forms for quality control appointments.

For In-Person QC, you’ll be popping into your DP’s appointments and watching them train dogs. The goal here is to make sure they are doing a great job and following all the points, training and protocol that is the Wonder Dog Training way.

1) Print out some QC sheets for your appointment

2) Go and fill it out while the DP is working

3) After the lessons, give the Dog Pro your notes and improvement ideas

Admin:

  • Once done, upload a pic of the QC sheet to a Folder called QC on Google Drive.

  • Put any relevant notes from the visit in the DB under the “Deal Notes” section with your name and the date.

  • If something comes up that could be useful to the company as a whole or the DP team, bring it up during the team meeting

    • If it’s a training opportunity, bring up at team meeting and offer suggestion we make it a training!