Let’s make this easy! I’ll show you our standard operating procedure template we use for our scheduling clients below. Use it as a general guide and checklist for training your executive assistant or virtual assistant.
General Scheduling Protocol
Availability Monday-Friday, 9am-5pm CST.
Appointments will vary from 30-60 minute blocks.
Provide a 15-minute break after 60-minute sessions, if another session is to follow.
Special circumstances can be made for scheduling after 5pm CST, but require approval prior to commitment.
Special circumstances can be made for scheduling on weekends, but require approval prior to commitment.
CLIENT prefers to be called, rather than calling out but will call out when necessary.
Preference is the cell phone, but on occasion or as needed he will join Skype or Zoom sessions.
If it is a Skype or Zoom Session, those must be noted clearly in the schedule so CLIENT knows to have his computer on hand.
Do not schedule Skype or Zoom sessions on days CLIENT is traveling or commuting.
Include in the description of the appointment, the purpose or nature of the call. If there are to be materials submitted for the call, ensure the link to the file directory is included in the description.
In some occasions, you may need to paste the email conversation in the description so CLIENT can recall facts more clearly.
Block all US and Christian Holidays in advance, and never schedule on a major holiday.
Ensure all major Jewish holidays are clearly referenced in the schedule, although it is okay to schedule on these days.
Never schedule the day before Christmas Day, New Years Day, or Thanksgiving.
Never schedule on Black Friday or Good Friday.
Confirmation of appointments is to be made 24-hours in advance.
Note “CONFIRMED” at the beginning of the appointment in the schedule once it’s been confirmed.
Clients will schedule their own appointments using Calendly link.
Availability will be Monday-Friday 9am-5pm CST, with the last appointment starting at 4pm CST.
Duration of appointments will be 30-minutes long and one appointment every two weeks.
In addition, clients can schedule one more appointment per week during the weekly Tuesday Office Hour block, which is between 2pm and 5pm CST.
The Tuesday Office Hour block is on a first-come, first-serve basis.
Update the DaPulse Scheduling board with all client sessions to ensure accountability.
If a client is inactive or has missed an appointment in a 2-week time period, you must reach out and schedule them.
If they do not schedule, you are to notify CLIENT so he can determine next steps.
Prospects are to be contacted up to 3 times in the scheduling process.
If after 2 days after the 3rd attempt there is still no confirmation for scheduling, you will notify CLIENT to determine how he’d like to proceed.
Prospects get a 30-minute session. They are to call CLIENT on his cell phone.
Update the DaPulse Scheduling board with scheduling attempts for clear tracking and record keeping.
Travel is to be blocked in the hourly section of the calendar. Do not block in the ALL DAY section, as it creates room for error and can be easily overlooked.
By adding confirmation numbers, and addresses in the title line, instead of in the description, allows CLIENT to quickly glance at the calendar on their phone and check-in during their travel.
Airline bookings will have the title such as: DELTA Flight 936 DTW > LAX Confirmation 5WT362 Depart at 3:00pm Local Time, Arrival 5pm Local Time
Accommodations will have the title such as: Hyatt Long Beach Confirmation 1610854 200 S Pine Ave
Ground Transportation will be noted in the schedule at the relative times with a title such as: Ground Transportation Long Beach Limo Service Confirmation 55632, Phone: 516-431-9099, Contact Joel.
Rental Car will be noted in the schedule at the relative times with a title such as: Enterprise Car Rental 8734 Bellanca Ave, 310-649-5400, Confirmation #67219
Agenda & all travel related information will be added to the schedule in CST, however, it will be noted in the title with local time. (i.e. Cocktail Reception LOCAL TIME 4pm PST)
CLIENT prefers a typed itinerary as well, so link the google doc itinerary to the flight confirmation so CLIENT can print as necessary.
When scheduling interviews ensure the type of interview is clearly noted in the title. i.e. VIDEO Skype Interview. i.e. AUDIO Skype Interview
Video interviews require location awareness and may require CLIENT to address physical presentation.
When scheduling with Australia clients and prospects, only book in the Australian blocks that are noted in the schedule. Australian blocks are 1x a week between 7pm and 10pm CST. These are an exception to the after 5pm CST scheduling protocol.
Cancellation or Reschedules
Rescheduling a client is approved, but it’s important the client has 2 sessions a month for billing purposes.
Cancellations are a concern. If client or prospect has completely canceled a session, with no desire of rescheduling, please notify CLIENT immediately for next steps.
When scheduling personal appointments (i.e. Kid’s Sports, Doctor Appointments, etc) ensure you cover enough time for the commute. Note clearly the nature of the appointment, and add any necessary information in the description. Add address, and phone number if necessary to make it easy for rescheduling and finding the facility.
Other team members will see CLIENT schedule, so all personal appointments are restricted from personal information such as doctor type, appointment type, etc. Respect the privacy of CLIENT. If uncertain how to record something in CLIENT schedule, please ask your supervisor for clarification on the matter.