Please keep the following in mind when interacting with both Guests and Crew alike. The following core practices will improve your experience and effectiveness not only here, but in many areas of life. Set Clear Expecations Clear communication will include: In your own words, repeat the topic or issue back to verify unified understanding. What you did, if you already took any action What the next step will be How you ensured that the next step will be taken care of. How the next update will be recieved When to expect the next update DO THIS "I looked into why you didn't recieve your shirt after you ordered it at the last convention! I viewed the order history, and found that a step was missed, so it didn't get flagged properly. I corrected this now and shared your order in our staff chat to get it moving. You will get an email with your tracking number once the label is printed." NOT THIS "I looked but I didnt see anything so I just told chat. They'll get back to you later." DO THIS "I want to work the booth at Anthrocon! I need to verify that I can get the time off before I commit to any travel. I can put in my PTO request when I go in tomorrow. I will let you know what the status is by 5PM Friday, sooner if I get approved before then." NOT THIS "Do you still need someone for the furry con? I just got my work schedule and I might be able to go on Sunday after my panel." Documentation is King Always leave a comment on the customer profile: Notate any interactions with the Guest so that we have a complete interaction history. These comments are broad and can provide context when multiple orders are affective. Any order comments should be noted on the individual order. Comment on orders if changes are made: Provide context for anyone reviewing the order in the future so they understand why something is the way it is. You are responsible for enabling your own follow through. Tina seeks to avoid micromanagement as much as possible, so everyone is encouraged to use whatever methods are most effective for them to follow through while still using group team tools to communicate progress & status. DO THIS You told Tina you wanted to make a pin design for a specific holiday. Tina said to follow the Pin Making SOP to see what to do. You review the SOP, which lists what the deliverables and deadlines for each are. You wrote the deadlines into the paper planner you already use, and schedule a one hour block of time where you commit to preparing the 3 Taste Test Sketches Deliverable. You work on them during the time block you set for yourself, just like you would with any other project. DO THIS You told Tina you wanted to make a pin design for a specific holiday. Tina said to follow the Pin Making SOP to see what to do. You create a card on your personal Trello board that you already use for managing your commissions to remind yourself to review the SOP later. You update the card with details when you review the SOP, just like you would if you were recieving commission details. NOT THIS You told Tina you wanted to make a pin design for a specific holiday. Tina said to follow the Pin Making SOP to see what to do. You figured you'll just sketch when you come up with an idea and worry about the SOP after you make the sketch. Three days before the holiday, you see another artist post about it on your feed so you suddenly remember you wanted to do it, so you scramble to sketch something now that you remembered (93 days after the due date needed for the pin to be made in time for the holiday.) NOT THIS You told Tina you wanted to make a pin design for a specific holiday. Tina said to follow the Pin Making SOP to see what to do. You wait for Tina to send you the link to the SOP. You figure Tina will send it when she's ready for you to start. (Spoilers: She doesn't because she thought you had read the Communication Standards article as part of your onboarding, and had trusted you to start based on the guidance provided in the SOP alone.)