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Best dog walkers and pet sitters in Columbus Ohio

Slack & Our Team Culture

Getting Started on Slack

  1. Download the App: Search for “Slack” in your phone’s app store (iOS or Android).
  2. Join Our Workspace: Use the invite link sent to your email after orientation. Can’t find it? Message your Team Lead for a new one.
  3. Set Up Your Profile:
    • Display Name: Use your First Name and Last Initial (e.g., “Benny H.”).
    • Profile Photo: Upload a friendly, clear photo (a smile with a pet is always a plus!).
  4. Understand It’s Required: Using Slack is a mandatory part of your role. It’s our primary hub for help, new work opportunities, and important updates. Not checking Slack when you face a challenge during a service can result in record points. We require you to have the app and use the #help channel.

Our Key Channels & How to Use Them

Think of channels as dedicated group chats for specific topics. Using the right channel keeps conversations organized and ensures your message gets to the right people.

Channel NamePurposeWhen to Use It
#helpGet immediate support during a visit.Post here for urgent help with a pet, client, or home access issue while you are on a job.
#generalOfficial company announcements and news.Read important updates and policy changes from teammates & leadership.
#coverageRequest or offer coverage for visits.Use this channel if you need to give away a visit you can no longer complete.
#shift-opportunitiesFind and claim new available visits.Check this channel for new client leads and open visits posted by leaders.
#living-roomSocialize and connect with the team.Share pet photos, fun stories, and casual conversation to build team camaraderie.
#shout-outCelebrate wins and recognize great work.Leaders give public recognition here, usually on Fridays (“Weekly Highlights”).
#tips-n-remindersLearn weekly best practices.Leaders share their top three tips every Tuesday and Thursday.
#contests-n-challengesEarn points in our monthly contest.A new challenge menu is posted every Monday. Complete tasks all week to win points!

➡️ Pro Tip: To see a channel’s specific description, click on the channel name at the top of your screen within Slack. Learn more here.

The Golden Rules of Communication

Follow these three rules to ensure clear, efficient, and respectful communication for our entire team.

Rule 1: Public Over Private

  • Use public channels (#help, #coverage) for all work-related questions and issues. This allows the whole team to benefit and helps you get a faster response.
  • Do not DM team leaders with work questions. They are often busy, and a public post allows others to help you immediately.
  • Reserve DMs exclusively for truly personal, non-work-related matters.

Rule 2: Solve Problems Efficiently

Your time on a visit is valuable. Follow this action plan for urgent issues:

  1. Post in #help first: Include the client name, pet, and specific issue.
  2. Wait a few minutes: Give the team a short window to respond.
  3. Contact the client: If the issue is time-sensitive (e.g., locked out) and you haven’t gotten a quick response, call the client using the number in their Precise Petcare profile.
  4. Never stall: If you can’t get an answer, use client notes and the Team Support Center to find a solution and move on.

Rule 3: Define & Handle True Emergencies

  • What is an emergency? A life-or-death situation involving you or a pet.
  • In an emergency: Call your team leader immediately. (Find their number in Precise Petcare under Resources > Staff Contacts).
  • Everything else: Use #help. Urgent is not always an emergency.

Managing Notifications & Staying Organized

  • Keep Notifications ON: This is crucial for staying looped in, especially regarding important pet updates or company policy changes.
  • **Use Threads to Reduce Clutter!
    This is a Slack superpower. Always “Reply in Thread” to a message instead of replying to the whole channel. This keeps conversations organized and prevents the main channel from being flooded with notifications for every single reply.
    ➡️ Learn How: Slack’s Guide to Using Threads
  • Feeling Overwhelmed? You can mute specific channels (like #living-room) during your off-hours rather than muting the entire workspace. Learn how here.
  • Message History: We’re on Slack’s free plan, so messages older than 90 days are automatically archived. Take screenshots of any vital information you want to save for future reference.

Why This All Matters: Our Culture

Slack isn’t just an app; it’s how we build our community. By communicating in public channels, you:

  • Get Help Faster: 20+ teammates can see your question, not just one person (via DM).
  • Help Others: Your questions and answers become a resource for everyone.
  • Build Trust & Transparency: We celebrate wins and solve problems together as a unified team.
  • Uphold Our Standards: Using #help appropriately is a key part of our accountability system, ensuring we never leave a teammate without support.

Need More Help with Slack?

  • For how-to questions (sending GIFs, recording audio clips, etc.): Consult Slack’s own comprehensive support center.
  • For Hands N Paws-specific questions: Ask in our Slack #help channel!

Welcome to the conversation. We’re thrilled to have you on the team!

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By signing this agreement, you confirm that you’ve read, understood, and agreed to the policies below. Your signature also allows us to add your email to our mailing list (you can change your preferences anytime).

Key Terms
– Client = You
– Company = Hands N Paws
– Team Member(s) = Our pet care professionals

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Emergency Care Policy
You’re responsible for providing emergency instructions and medical details for your pet. Otherwise, we’ll contact your vet or an emergency clinic in case of an emergency. Team Members may make urgent care decisions (excluding euthanasia) if immediate action is needed. You’re responsible for any veterinary costs, and Hands N Paws isn’t liable for circumstances beyond our control.

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Home Access Policy
A lockbox with a spare key is required to ensure we can access your home. Garage or keypad codes are okay but don’t replace the need for a lockbox. Provide clear access instructions in your account notes. If entry is complicated, email us a video walkthrough to avoid delays. Our priority is your pets, not troubleshooting access!

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Cancellation Policy
We get it—plans change! Here’s our policy:
– 48+ hours notice: 100% refund as Account Credit.
– 24-48 hours notice: 50% refund as Account Credit.
– Less than 24 hours: No refund.
Refunds are issued as Account Credits and auto-apply to your next invoice.

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Safe & Sanitary Environment
You understand and agree that the environment in which we provide services is reasonably sanitary and safe. If we determine that your home is unsanitary or unsafe, we’ll let you know and take appropriate action, which may include stopping services.

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Service Termination Policy
In rare cases, if we believe there’s a serious danger to the health or safety of our Team Members or your pets, we may terminate services during a scheduled period. If this happens, you agree to cover the cost of boarding your pet or arranging alternative care until you return. We’ll do our best to notify you and/or your emergency contacts in these situations.

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Third-Party Access Policy
You’re responsible for letting us know if anyone else will have access to your home during the scheduled services. Hands N Paws is not liable for any loss, expense, or damage caused by third parties entering your home during this time.

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Vaccination, Licensing & ID Policy
Before services begin, all pets MUST:
– Be up-to-date on vaccinations and local licensing.
– Wear an ID tag with your contact info or be microchipped for identification.

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Pet Safety Policy
For everyone’s safety, dogs must remain leashed during walks. Off-leash walks are strictly prohibited.

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Accurate Pet Information Policy
Keep your pet’s info in your account accurate and up-to-date. Every three months, you’ll be prompted to review and confirm your pet’s details before being able to request services. Hands N Paws isn’t responsible for issues caused by outdated or incorrect information.

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Provide Visuals Policy
For complex routines or home entry instructions, please record a video and email it to us. A visual guide helps us better understand your needs and ensures smooth service delivery.

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Flexible Arrival Times
Services are scheduled within a two-hour arrival window to accommodate travel and other clients. While we’ll do our best to meet your preferred times, exact arrival times can’t be guaranteed.

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Trial Visits
For extended pet care (e.g., vacation services), we require a Trial Visit while you’re still in town. This helps ensure your pet is comfortable with our team before committing to long-term care.

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Service Request Approval & Availability
We do our best to accommodate all requests, but approval depends on Team Member availability. After submitting a request, you’ll receive an email confirmation or declination within 48 hours. If declined, we’ll work with you to explore alternatives.

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Communication Policy
Team Members will update you on your pet’s care through post-service journal entries in your account. If they have urgent questions during a service, they’ll call you using the number on file. If you receive a Team Member’s personal number, please don’t use it freely. Keep all communication in your account by responding to journals, updating service notes, or, if needed, contact our main office.

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Team Appreciation
Our Team Members work hard to care for your pets, and a little appreciation goes a long way! Feel free to leave kind journal comments, rate services, or tip for exceptional care. It means the world to us!

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Meet N Greets
A Meet N Greet is required before starting services to ensure we understand your pet’s needs and provide the best care. New Clients can schedule at *www.myhandsnpaws.com*; Existing Clients can book through their account.

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Pricing & Surcharges
Visit *www.myhandsnpaws.com* for the most up-to-date pricing. Additional fees may apply in certain situations:
– Last-Minute Services: $15 for requests made within 24 hours.
– Holiday Services: $20 per service on major holidays.
– Additional Pets: $7 per pet beyond the first two.
– Service Adjustments: Fees may apply if additional time or tasks are required.
– Account Assistance Fee: If you request us to schedule services, cancel services, update pet notes, or otherwise manage your account without first attempting to do so yourself, a surcharge of 10% of your most recent invoice (minimum $25) will be applied. Our handy Client Support Center is available to guide you step-by-step in managing your account.

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Payment & Billing
We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover). A valid card must be stored securely in your account.
– Ongoing Services: Auto-charged every Friday for the previous week’s services.
– One-Time Services: 50% deposit charged upon confirmation; the rest is due by the last service date (auto-charged).
– Declined Payments: You’ll be notified immediately and have 24 hours to resolve it. A 10% late fee (minimum $20) applies after a second declined attempt.

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Contract Terms
This agreement starts when you sign it and continues until either of us ends it. You can book additional services online anytime, depending on availability. By signing, you authorize Hands N Paws to enter your home and care for your pets without needing extra contracts for confirmed bookings.

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Thanks for trusting Hands N Paws with your furry family! 🐾