Customer Profile

This standard governs the customer profile: the single screen holding everything the business knows about one person: identity and contact details, pets and handling information, appointments and money, notes, flags, and tags, and the rebooking recommendation. It applies to front desk staff and groomers, who read and update the profile at check-in and checkout, and to managers, who review profile accuracy. Staff shall learn the profile in the order it is used at the desk: identity first, then the pets, then the money, then the history. Customer data on the profile is handled under the Privacy Policy, for the single purpose of serving that customer.

Identity and contact

The header shows the name, the lifecycle stage marker, and contact details. The fields the desk touches most

• Email: the matching key, under Customers. Changing it re-points receipts and reminders; confirm the new address verbally.
• Phone and mobile: the profile shows the phone number, falling back to the mobile number, then empty. If both are empty, the record cannot receive text reminders; fixing that is the first task at check-in, not after a no-show.
• Address: first line, city, state, and postal code. Used for the household view and for anything mailed.
• Preferred location: may be empty on every current record. Until locations are assigned, a directory location filter truthfully matches nothing; staff shall not report that as a fault.
• Preferred or assigned groomer: the preferred groomer or assigned staff member, falling back to the groomer on the most recent appointment. Where it is empty, it is empty; the system does not invent one.

Pets

Pets reach the profile through the ownership link to the customer, marked with the primary pet where one is set. Each pet carries name, species, breed, sex, and color. Two rules bite

• Sex is a fixed vocabulary: male, female, or unknown, in lowercase. Booking information is converted into that vocabulary when it arrives. If a pet's sex looks wrong, it arrived wrong from the booking; fix it on the pet, and the fix will hold, because the matching process does not overwrite an existing pet's fields blindly.
• Matching is by the booking's dog record first, then by customer and pet name. Name matching trims spaces and ignores case, so spelling variants of one name are the same pet. But a new dog given a departed dog's name is also the same row to the matcher. When a customer gets a new dog with a reused name, staff shall record the distinction in a note, because the registry cannot tell them apart.

The handling profile sits alongside the pet: temperament, the handling flags (nails, face, feet, ears, dryer, clippers), and handling notes. Caution designations: bite history, severe anxiety, seizure disorder, flat-faced breed risk, senior or fragile: surface at booking so the appointment can go only to a groomer whose specialties include special handling. If intake reveals something the profile does not know, staff shall update the profile the same day. A profile that contradicts the dog in front of the groomer is a safety problem, not a data problem.

Vaccination records have their place in the system, but that record set is currently empty because its entry path is not built. Until it is built, vaccination proof stays where the salon keeps it today, and the Needs Attention feed cannot fire the expiring-vaccination signal described in CRM Dashboard. Under the standing rule in Customers, an empty record set is flagged, not worked around.

Appointments and money

The appointments view for this customer shows each appointment with its number, start time, status, total, amount paid, and deposit, with pet, service, groomer, and location names included; the underlying appointment record carries none of those names itself.

The payments view shows payments recorded against this customer. Only payments carrying the customer's identifier appear. A payment taken at the register against an appointment without the customer linked will not show here. If a customer insists they paid and the view is empty, check the appointment's amount paid and the payment number before disputing the customer; the money is usually recorded on the appointment, not the profile.

Fee invoices: the accounts receivable side, for cancellation and no-show fees: also appear on the profile. These are real open invoices, never silent card charges: when an appointment is marked no-show, or cancelled inside the cutoff window, the fee becomes an invoice owed by the customer, with any held deposit applied against it first. The customer can see it, and the desk collects against it. The desk's duty is to tell the customer the invoice exists and take payment against it. Fee mechanics are stated in Appointments and Appointment Detail.

Notes, flags, and tags

Notes on the profile use a fixed type vocabulary: internal, customer visible, appointment, pet handling, and system: and are searched by their text. Staff shall pin the note the next person needs; pinned notes stay in place. System notes are written by the system itself, for example the abandoned-booking capture, and staff shall not edit them; they are the audit trail of what the system did and why. Notes are governed in full by Notes.

Tags are assigned to customers and pets from the tag list: including VIP, First Visit, Nervous, and Special Handling: and are the closest thing the system has to segments; there are no prebuilt segment sets. A "Nervous" tag on the pet, together with a caution handling profile, is how the next groomer knows before the dog is on the table.

Rebooking recommendation

The grooming history view carries a "Recommend Next Visit" action. It records a recommended date, in strict year-month-day format: any other format is refused: with an optional pet and a reason, and creates a rebooking recommendation with status open. A staff member whose action does nothing shall have their permissions checked first; the action requires the customers write permission. The manual recommendation and the automatic side of rebooking: the needs-rebooking list and interval calculation: are governed by Rebooking and Automation. Use the recommendation when the groomer says "see me in six weeks"; use the list when working a win-back list.

Controls

• Staff shall verify identity and contact details verbally with the customer before changing email or phone on the profile.
• Handling cautions shall be updated the same day they are learned. A caution recorded only in conversation protects no one.
• Profile data shall not be exported without authorization, under Data Management.

Records

The profile displays and updates the customer record, the linked pet and handling records, appointments, payments, fee invoices, notes, and tags, all kept in the customer record system. A rebooking recommendation creates its own record with status open.

Escalation and review

Managers review profiles with conflicting pet records, missing contact details, and unupdated handling cautions. A profile fault that the store cannot resolve shall be reported to support@aapawz.com. Legal process concerning a customer record shall be directed to legal@aapawz.com.