Commenting Guide (with Templates)

If a complete Team newbie on their first day opened this order in Shopify tomorrow, could they pick up where you left off? Keeping this in mind is essential ~ Leaving proper documentation is how we maintain a strong foundation for team members to help each other more easily. If you need to step away for a day or more, you should be able to reassign your own tasks easily.You should still follow the general Communication Guidelines, but this article will include templates for specific scenarios. Rule of Thumb: Always comment on the resource itself We are unable to sit and wait for customers to respond in real time, so proper documentation is essential. This is not only good housekeeping, it is also a mile marker know that you've completed the work. Anytime you are working on something ongoing for a customer or order, you can consider the task complete for now by leaving a comment, along with any tags deemed nessecary. You may comment or discuss orders and happenings with team members in Discord, over email, text or DM, but these are all considered conversations only and are considered unactionable and incomplete. The work task is not considered completed until comments are entered onto the customer, order, article or calendar event. Order Commenting Make sure you always answer the following questions in your comment: What made you look into this? DO THIS Customer emailed us about this order Customer opened a discord ticket about this order Researching old unfulfilled orders Reviewing order history while assisting customer with something unrelated Guest visited at con and asked about order NOT THIS Customer was just saying hi! (Please include clear details about what triggered your attention) Was browsing orders and... (Please include what your goal was) (no mention at all) What actions did you take? DO THIS Reviewed Tasting Room Selection history. Reviewed past emails/discord logs (if comment timeline does not contain information) NOT THIS checked around asked tina (please use existing resources to investigate first) (no mention at all) What was your conclusion? DO THIS I couldn't figure it out, so I tagged 'tina' & 'help' Discovered selections on Typeform that weren't applied correctly. Found that customer had reported this issue before, but it's still happening NOT THIS dunno what to do, help! (no mention at all) What needs to happen next, who will do it? DO THIS Will show this to Tina when we talk on Tuesday call I removed the incorrect items and replaced them with the correct items. Added 'ready-to-ship' tag so no further special action needed. (ready-to-ship tag autoflags for shipping team to take action) Kitchen staff needs to send this out ASAP, guest's birthday is in 2 weeks. Added 'asap' tag Added a calendar reminder to myself to follow up on this (added to customer-service calendar and invited myself), I'll check back next week. Talked to (person) about this, added a calendar reminder to follow up on this (added to customer-service calendar and invited them and myself), we will discuss next week. NOT THIS (no mention at all, which is the most common mistake here) Where will someone look if they need to follow up on this? DO THIS I emailed the customer regarding... Customer opened ticket in Discord Ticket #123 Customer said they would mail the item back so we will watch for it. NOT THIS I reached out to the customer... (reached out where???) I called the customer... (If they call back, are you answering the phone? Remind me to remove this when we have an office phone) I DM'd the customer (no one else has access to your DMs, so unless you are VERY good at commenting or real life besties, please keep convos where others can access them) (no mention at all, which is the most common mistake here)

Commenting Guide (with Templates)

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