Booking Workflow Guide

# Booking Workflow Guide Master the complete booking lifecycle in RecSystems, from initial reservation through final completion. This guide covers every step with practical advice, troubleshooting tips, and real-world scenarios. ## 🎯 Overview The booking workflow in RecSystems follows a clear path designed to protect both you and your customers: 1. **Customer books online** → Creates booking (Pending/Reserved) 2. **Staff checks in** → Equipment goes out (Rented) 3. **Customer returns** → Initial check-in (Returned) 4. **Staff completes inspection** → Booking closed (Completed) Understanding this flow helps you provide better service and avoid common pitfalls. ## Prerequisites - Understanding of [booking statuses](../07-reference/booking-statuses.md) - Access to Dashboard - Basic navigation skills - Familiarity with your rental policies ## 📊 Understanding Booking Statuses ### The 9 Booking Statuses **Pre-Rental Statuses**: - **Pending** <i class="bi bi-question-circle"></i> - Booking started, payment incomplete - **Checkout** <i class="bi bi-exclamation-circle"></i> - Customer in payment process - **Reserved** <i class="bi bi-circle"></i> - Payment complete, awaiting check-in **Active Rental Status**: - **Rented** <i class="bi bi-circle-half"></i> - Equipment checked out to customer **Return Process Statuses**: - **Returned** <i class="bi bi-circle-fill"></i> - Equipment back, needs inspection - **Completed** <i class="bi bi-check-circle-fill"></i> - Inspection done, booking closed **Cancellation Statuses**: - **Cancelled** <i class="bi bi-slash-circle"></i> - Booking cancelled before rental - **Refunded** - Money returned to customer - **Archived** - Old booking removed from active view ### Visual Status Flow ``` [Pending] → [Checkout] → [Reserved] → [Rented] → [Returned] → [Completed] ↓ ↓ ↓ ↓ ↓ [Cancelled] [Cancelled] [Cancelled] [Cancelled] [Refunded] ``` 💡 **Pro Tip**: Most bookings follow the happy path: Reserved → Rented → Returned → Completed. Focus on mastering this flow first! ## 🎬 Phase 1: Booking Creation ### How Bookings Start **Online Booking** (Most Common): 1. Customer visits your website 2. Selects dates and equipment 3. Adds any extras (delivery, insurance, etc.) 4. Enters contact information 5. Proceeds to payment **Phone/Walk-in Booking**: 1. Staff creates booking manually 2. Enters customer details 3. Selects equipment and dates 4. Processes payment 5. Sends confirmation **Status: Pending → Checkout → Reserved** ### What Happens Behind the Scenes **Pending Status**: - Customer info captured - No inventory held yet - Equipment still available to others - Will auto-expire if abandoned **Checkout Status**: - Customer on payment page - Credit card being entered - **NO inventory hold** - first come, first served! - Another customer could book same equipment **Reserved Status**: - Payment successful ✅ - Inventory NOW blocked - Emails sent automatically - QR code generated - Ready for check-in ⚠️ **Critical Understanding**: Inventory is ONLY held once payment completes! During Pending and Checkout, equipment remains available to whoever pays first. ### Common Issues & Solutions **"Customer says they booked but I can't find it"** 1. Check Pending status (may not have paid) 2. Search by phone/email (not just name) 3. Check spam folder for confirmation 4. Look for similar dates 5. May have abandoned checkout **"Two customers trying to book same equipment"** - First to complete payment wins - No holding during checkout - Explain first-come, first-served - Offer alternatives to second customer - Consider waitlist for popular items **"Payment failed but customer insists it worked"** - Check their bank (pending charge?) - Try different card - Look for duplicate bookings - Verify address matches card - Consider manual processing ## 🎯 Phase 2: Pre-Arrival Preparation ### Daily Morning Routine **Check Today's Reservations** (15 minutes): 1. Go to Dashboard → Bookings 2. Filter: Status = "Reserved" <i class="bi bi-circle"></i> 3. Filter: Date = Today 4. Sort by start time 5. Print list or keep open **Prepare Equipment**: - Match units to bookings - Check fuel levels - Test functionality - Clean if needed - Stage in pickup area **Review Special Requests**: - Delivery locations - Early/late pickups - Group bookings - VIP customers - Special equipment needs ### Best Practices **Equipment Assignment**: - Best units for first-timers - Match size to experience - Consider customer requests - Keep similar units together - Have backups ready **Documentation Prep**: - Print waivers if needed - Prepare rental agreements - Check insurance requirements - Verify age restrictions - Note any restrictions 💡 **Pro Tip**: Create a morning checklist and post it in the office. Consistency prevents problems! ## ✅ Phase 3: Customer Check-In (Reserved → Rented) ### The Check-In Process **When Customer Arrives**: 1. **Warm welcome** - First impressions matter! 2. **Find booking** - QR code or search 3. **Verify identity** - Check ID matches booking 4. **Process waivers** - SmartWaiver integration 5. **Collect balance** - If any due 6. **Document condition** - Photos recommended 7. **Safety briefing** - Cover all key points 8. **Complete check-in** - Click button, give keys! ### Using the Check-In Form **Access**: In booking details, "Check Out Renter" section **Before Rental Images** (Highly Recommended): - Protects against damage claims - Shows fuel level baseline - Documents existing wear - Takes 30 seconds - Saves hours of disputes **Checkout Notes** (Optional but Helpful): - "Customer mentioned they're new to [equipment type]" - "Provided extra safety briefing" - "Fuel at 3/4 tank" - "Small scratch on left side noted" - "Delivery to campsite #45" ### Safety Briefing Essentials **Must Cover** (adapt to your equipment): - Start/stop procedures - Emergency shut-off location - Speed limitations - Boundary restrictions - Return requirements - Weather policies - Contact information **For New Renters**: - Go slower, be patient - Demonstrate physically - Have them repeat back - Provide written reminders - Offer to show videos - Give extra contact card ### Common Check-In Challenges **"Waiver won't load/complete"** - Try different device/browser - Check internet connection - Use paper backup - Have them complete on their phone - Never skip waivers! **"Customer is late for pickup"** - Check availability impact - Communicate any changes - Document arrival time - Adjust return if needed - Consider late fee policy **"They want different equipment"** - Check availability first - Modify booking properly - Adjust pricing fairly - Document change reason - Update safety briefing ## 🚗 Phase 4: Active Rental (Rented) ### Monitoring Active Rentals **What to Track**: - Expected return times - Overdue rentals - Customer messages - Weather conditions - Equipment locations (if GPS) **Proactive Communication**: - Send return reminders - Check on first-timers - Weather warnings - Policy reminders - Thank you messages ### Handling Rental Issues **"Customer calls with problem"** 1. Stay calm and helpful 2. Assess safety first 3. Troubleshoot if possible 4. Offer replacement/pickup 5. Document everything 6. Follow up later **"Equipment breakdown"** - Safety first - secure equipment - Arrange pickup/replacement - Document thoroughly - Consider compensation - Review maintenance logs - Learn from incident **"Late return developing"** - Contact customer early - Understand reason - Check impact on next booking - Document communication - Apply policies fairly - Find solutions together 💡 **Pro Tip**: Great communication during the rental prevents problems at return. Check in on longer rentals! ## 🔄 Phase 5: Equipment Return (Rented → Returned) ### The Two-Step Return Process **Step 1: Initial Return** - Customer brings equipment back - Quick visual check - Note return time - Click "Return rental to fleet" - Status changes to "Returned" <i class="bi bi-circle-fill"></i> - Customer can leave **Step 2: Detailed Inspection** - Complete inspection form - Document any issues - Calculate charges - Process payment - Click "Accept Return" - Status changes to "Completed" <i class="bi bi-check-circle-fill"></i> ### Why Two Steps? **Benefits**: - Customers don't wait for inspection - Thorough inspection without pressure - Accurate charge calculation - Better documentation - Reduced confrontation - Improved workflow **Important**: Equipment is NOT available until inspection is complete! ### Quick Return Process **For Obviously Perfect Returns**: 1. Process return immediately 2. Quick inspection on the spot 3. Complete both steps 4. Thank customer 5. Unit available sooner ## 🔍 Phase 6: Final Inspection (Returned → Completed) ### Comprehensive Inspection Process **Access Inspection Form**: - Booking shows "Returned" status <i class="bi bi-circle-fill"></i> - Message: "Rental awaiting final inspection" - Click to open inspection form **Complete Each Section**: 1. **After Rental Images** 📸 - Document current condition - Compare to before photos - Capture any issues - Show fuel level 2. **Functionality Check** 🔧 - Start and operate - Test all features - Note any problems - Consider future rentals 3. **Damage Assessment** 💥 - Compare to pre-rental - Document new damage - Estimate repair costs - Be fair and reasonable 4. **Fuel Level** ⛽ - Check against policy - Calculate gallons needed - Apply current pricing - Include service fee 5. **Additional Charges** 💰 - Cleaning beyond normal - Late return fees - Missing accessories - Policy violations 6. **Final Notes** 📝 - Customer feedback - Maintenance needs - Future considerations - Positive experiences ### Charge Calculation Best Practices **Be Consistent**: - Use written price lists - Apply same standards - Document reasoning - Take clear photos - Keep fair market rates **Common Charges**: ``` Cleaning Fees: - Light cleaning: $25-50 - Heavy cleaning: $75-150 - Biohazard: $200+ Damage Examples: - Minor scratches: $50-100 - Dents: $100-300 - Broken parts: Actual cost + labor Policy Violations: - Smoking: $250 - Unauthorized use: Varies - Boundary violation: $100+ ``` ### Processing Payment **Card on File**: - Toggle to charge automatically - Includes all calculated charges - Sends receipt immediately - Updates booking record **No Card on File**: - Process manually - Cash/check/POS - Provide receipt - Update booking notes ## ⚡ Phase 7: Special Situations ### Cancellations **Before Check-In** (Reserved → Cancelled): - Follow cancellation policy - Process refund if applicable - Release inventory immediately - Send confirmation email **After Check-In** (Not typical): - Rarely happens - Process as early return - Calculate pro-rated refund - Document thoroughly ### Refunds (Any Status → Refunded) **When to Refund**: - Cancellation per policy - Equipment failure - Weather (if policy allows) - Service failures - Goodwill gestures **Process**: 1. Document reason 2. Calculate amount 3. Process in system 4. Notify customer 5. Track for patterns ### Modifications **Common Changes**: - Extend rental period - Change equipment - Add accessories - Update contact info - Adjust quantity **Best Practices**: - Check availability first - Adjust pricing fairly - Document changes - Send confirmation - Update related systems ## 📈 Workflow Optimization ### Daily Rhythms **Morning** (First 30 minutes): - Review overnight messages - Check today's schedule - Prepare equipment - Brief team on special situations **Midday**: - Process morning returns - Handle walk-ins - Monitor late returns - Respond to messages **Evening**: - Complete all inspections - Process final returns - Prepare tomorrow's list - Update equipment status ### Weekly Patterns **Busy Days** (Usually weekends): - Extra staff for check-ins - Streamline processes - Pre-stage equipment - Quick inspections - Focus on throughput **Slow Days** (Usually midweek): - Deep clean equipment - Catch up on maintenance - Train new staff - Review procedures - Plan improvements ### Seasonal Considerations **Peak Season**: - Longer hours needed - Simplified processes - More staff required - Equipment turns faster - Focus on efficiency **Off Season**: - Maintenance focus - Deep cleaning - Staff training - Process improvement - Planning next season ## 🛠️ Troubleshooting Common Problems ### System Issues **"Can't change status"** - Check user permissions - Verify allowed transition - Complete required fields - Clear browser cache - Try different browser **"Booking won't load"** - Check internet connection - Refresh page - Clear filters - Try direct URL - Contact support ### Process Issues **"Taking too long at check-in"** - Pre-stage equipment - Use QR codes - Batch similar rentals - Simplify briefings - Add more stations **"Disputes over damage"** - Always take before photos - Document everything - Use consistent standards - Show evidence calmly - Involve manager if needed **"Returns piling up"** - Schedule inspection times - Add inspection staff - Simplify perfect returns - Batch similar inspections - Don't skip documentation ## 📊 Measuring Success ### Key Metrics **Efficiency**: - Average check-in time: < 10 minutes - Inspection completion: Same day - Status accuracy: 100% - Documentation rate: 95%+ **Quality**: - Customer complaints: < 2% - Damage disputes won: > 90% - Repeat customers: > 40% - Review ratings: 4.5+ stars **Financial**: - Charge capture rate: 95%+ - Refund rate: < 5% - Utilization rate: Track monthly - Revenue per rental: Growing ### Continuous Improvement **Weekly Reviews**: - What went well? - What was challenging? - Customer feedback - Process bottlenecks - Team suggestions **Monthly Analysis**: - Metric trends - Customer patterns - Equipment issues - Policy effectiveness - Training needs ## 🎯 Best Practices Summary ### Always Do These ✅ Take before & after photos ✅ Process returns same day ✅ Update statuses immediately ✅ Document everything ✅ Communicate clearly ✅ Follow policies consistently ✅ Train continuously ### Never Do These ❌ Skip waivers ❌ Ignore safety briefings ❌ Leave returns pending ❌ Make exceptions without documenting ❌ Argue with customers ❌ Process without checking ❌ Rush through inspections ## 💡 Pro Tips for Mastery ### Speed Without Sacrificing Quality 1. **Develop routines** - Same order every time 2. **Use checklists** - Don't rely on memory 3. **Prepare ahead** - Anticipate needs 4. **Batch similar tasks** - Group efficiency 5. **Learn shortcuts** - Keyboard and system ### Customer Satisfaction 1. **First impressions** - Smile and welcome 2. **Set expectations** - Clear communication 3. **Be proactive** - Anticipate problems 4. **Show empathy** - Understand their view 5. **Follow through** - Do what you promise ### Team Coordination 1. **Clear roles** - Who does what 2. **Consistent training** - Same standards 3. **Good handoffs** - Complete information 4. **Help each other** - Team success 5. **Celebrate wins** - Recognize excellence ## 📚 Related Resources - [Check-In Process](check-in-process.md) - Detailed check-in guide - [Check-Out Process](check-out-process.md) - Return procedures - [Booking Views](booking-views.md) - System navigation - [Customer Communication](customer-communication.md) - Interaction best practices - [Booking Status Reference](../07-reference/booking-statuses.md) - Complete status guide --- 🎯 **Remember**: Every booking follows the same basic flow. Master the standard process, then handle exceptions. Consistency creates excellence! 💡 **Final Tip**: Great rental experiences happen when systems and people work together. Use the system to support great service, not replace it! *Next: Dive deeper into [Check-In Process](check-in-process.md) for mastering customer arrivals →*