Who is calling and how to reach them
Start with the caller's name and the best number to call or text back. Caller ID is not always the number someone wants to use, so it is worth confirming. Spikey saves the callback number the caller gives and falls back to the number they called from.
If the caller says they prefer a text or a call, note it and follow up that way.
The pet
The pet's details decide how long the appointment takes and who should do it. A short, consistent set of questions keeps the call quick.
- Name, breed or mix, and rough size or weight.
- Coat condition, especially matting, which can change the service and the price.
- Whether this is a first visit, and anything about handling, such as nervousness or a dislike of dryers.
- Vaccination records, if your business requires them before the first appointment.
The service and the timing
Ask what the caller wants in their own words: a full groom, a bath and brush, a nail trim or a de-shed. Then ask which days and times suit them and how flexible they are. Two or three acceptable times make follow-up much faster than one fixed slot.
If a calendar is connected, the assistant can check selected calendars for open times during the call. A time that looks free is still a request until your team confirms it.
Put your checklist in Spikey's instructions
Add the details your business needs to your instructions in plain language. For example: ask new customers for the breed and coat condition, and tell them vaccination records are needed before the first visit. Keep the list short; callers are more patient with three questions than with ten.
After the call, the summary and follow-up request show what was collected. When something is unclear, open the transcript before you call back.