Manager notification

Purpose

Notify a manager any time something happens that deviates from standard procedure and may need their attention. This is the short rule for when to loop a manager in, how to do it, and how to make sure it does not fall through the cracks.

At a Glance

• Notify your manager by email or phone whenever a situation falls outside standard procedure.
• Set a follow-up reminder for yourself to confirm the issue was handled, not just reported.
• Record every detail of the situation and every communication about it in the kennel system.

When to Notify a Manager

Notify a manager whenever something falls outside how things normally run and could need a decision or action from them. Examples include:

• A client dropping off a dog wants the manager to call them back about an issue.
• A client's belongings were lost and a follow-up with that client is needed.
• A client was checked out incorrectly and their bill needs to be adjusted.

These are examples, not the full list. If a situation deviates from standard procedure in a way that is not covered here, use the same rule: notify, follow up, and record it.

How to Notify and Follow Up

1. Notify the manager by email or phone when the deviation comes up.
2. Set a follow-up reminder for yourself. Do not rely on memory to check back on something you have already handed off.
3. When your reminder comes due, confirm the issue was resolved. If it was not, notify the manager again.

Documenting in the Kennel System

Every detail of the situation and every communication about it goes into the kennel system, never just a verbal handoff or a text to a coworker. That record is what makes the notification and the follow-up checkable later, by you or by anyone else who picks up the situation after you.

Who to Ask

Not sure whether a situation counts as a deviation worth a manager notification? Ask your manager directly rather than guessing. It costs less to over-notify than to let something slide that needed a manager's eyes on it.