Tasting Room Membership Order Missing Selections

You may occasionally open an order containing a membership to find that it is missing a selection for this shipment. Here's what questions you need to answer, and how to solve for each situation. Tap the image to view at full size Q1: Was this selection for this month or a previous month? The Selection Month is based on the month the order was placed in. If current month proceed to Q2.If a previous month, skip to Q3. Q2: Did the customer answer this month's survey? Open the Tasting Room Memberships Google Sheet and open the 'Tasting Room Selection Survey Form' tab, search for responses from the member. IF FOUND use the most recent response to update the order with their selection. IF NOT FOUND Proceed. Open Typeform to review this month's Selection Survey responses Open Responses Search for an entry for this customer IF FOUND use the most recent response to update the order with their selection. This result may mean issues with the automation. Add a timeline comment to the affected order noting your findings and @Tina. Example: Guest answered survey on 2/6 but products were not added to order when I viewed it on 2/9. Did the automation fire for this one? @Tina IF NOT FOUND Proceed to Q3. Q3: Did this customer answer the selection survey in the past where the selection wasn't applied? IF YES For past response history, you need to view the Tasting Room Memberships Google Sheet and open the 'Tasting Room Selection Survey Form' tab to view past selection history. Locate the customer in the sheet and apply the selection if found. If a selection was found, please submit a pickle report with information to document that a task/procedure was not completed as assigned. IF NO SELECTION FOUND Proceed to Q4 Q4: Does the Member have their Chef's Choice Preference Set? Open the customer's profile and check their Metafields for a Chef's Choice preference. ChefsChoice Pick an item for them from this month's menu. Apply the selection to the corresponding month field on order metafields. (This makes it display as a selection on their order.) Apply the chefs-choice-added tag to the order (This tells Shipping to include an insert) Apply the selection to the 'Tasting Room Selection' field on the customer's profile. (This makes it display on the website for them) ✅ Task of Adding Missing Selection is Complete. TryThenChefsChoice Customer indicated they want to be contacted first but will accept a ChefsChoice. Apply the missing-selection tag to send an automated e-mail reminder. Keep a list you can come back to. After 48 hours, check the email inbox. Search for the Member's e-mail address to locate any responses or TASK emails generated from them submitting forms. If Guest Responded Add their chosen selection. If No Response from Guest Follow instructions for ChefsChoice above. ✅ Task of Adding Missing Selection is Complete. HoldUntilSelected Customer indicated they only want items they choose. Apply the missing-selection tag to send an automated e-mail reminder. Keep a list you can come back to. After 48 hours, check the email inbox for a response or a task generated by the Missing Selection flow. If Guest Responded Add their chosen selection. ✅ Task Complete. If No Response from Guest Try to contact customer via e-mail and phone until you can reach them. If you cannot reach them, 🔄 Escalate Task. - No Preference Set - Customer has not filled in their profile. Apply the missing-selection tag to send an automated e-mail reminder. Keep a list you can come back to. After 48 hours, check the email inbox for a response or a task generated by the Missing Selection flow. If Guest Responded Add their chosen selection. ✅ Task Complete. If No Response from Guest Send a manual follow up e-mail: Hey {{name}}! This is {{your name}} at Sushi Tomodachi, and I want to get your rewards, but I noticed you haven't made a selection or completed your profile. If you're interested, we offer a "ChefsChoice" preference where you can grant me permission to send you an item off the menu so I don't need to ask for your selection.You can make selections each month by visiting http://sushitomodachi.co/tasting room (Just remember to login!)Additionally, you can update your profile (And Chef's Choice Preference) by visting http://sushitomodachi.co/profileOtherwise, if you'd still like to make a selection, you can see this month's menu here (link to this month's menu blog post in the Tasting Room Blog)Can't wait to serve you,{{your name}} Then wait 48 hours If Member Responds Apply selections and preferences as desired. ✅ Task Complete. If Member Doesn't Respond Use Google Voice and attempt a phone call if phone number present. Additionally, flag the customer's order with the help-kitchen tag and comment in the timeline documenting lack of response. Check Order history to see if Guest was shipped their Welcome Kit. If not, work with Kitchen to get one shipped. If they did, work with Kitchen to ship a "We can't reach you!" letter 🔄 Escalate Task. Reaching Out to the Guest There is a template in the shared Shop Inbox called 'We owe you sushi!' for this scenario. Modify the template to suit your needs. Add or remove order numbers as needed. Make sure to remove messaging that does not apply, since this includes messages that are directed towards specific membership levels. Once sent, assign this email to yourself by adding your 'Assigned to' tag, and apply the 'Pending/Missing Selection' tags. Follow all e-mail inbox protocols to carry this task to completion.

Tasting Room Membership Order Missing Selections

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