If a client does not join the call, send a reminder message via the software. If you do not see the text message displayed, it has not been sent because of the phone number formatting in the referral. Edit the client phone number to this format: XXX-XXX-XXXX. Resend the reminder message via the software. If they still don’t join the call, contact the Client Administrator.

If a client does not receive the reminder message with the store link (store.newlifefb.org), confirm their phone number before resending it.

If the appointment runs over and the next client joins the call, politely ask them to call in again in 15 minutes or however long is needed. The next client’s time won’t start until the store is opened from their referral.

If a language barrier arises, end the appointment and the Client Administrator will try to reschedule with a translator or someone to complete the appointment on their behalf. 

If the client does not have a measuring tape or has trouble picturing what certain sized furniture will look like in their space, have them use their own height or body parts as reference.

If a client insists on an item you believe will be too large, remind them of the no return or exchange policy and suggest alternatives. If they are adamant, let it go.

If the appointment cancelled or was a no-show, add a note on the software for the Client Administrator and Assistant Client Administrator and do not mark the client as served. Notify the Client Administrator of the cancellation.

If an order needs to be edited, do not request it in the notes. Once an order is submitted, you cannot edit it. Hold off on submitting it until after the call if the order needs further edits. One Client Host can begin the introduction with the next client while the other wraps up the first order edits.

If you need to edit an order after it’s submitted, contact the Volunteer Coordinator by text or call ASAP so the change can be made from the admin side.

If the client needs something not in the store due to an extenuating circumstance, do not promise it to the client or request it in the notes. Instead, contact the Client Administrator with 1) the reason for the request and 2) what the client needs. Examples of extenuating circumstance include needing a recliner for a back problem, needing a bigger bed due to size, or other health-related reasons.

I prefer pen and paper. How can I make the software work for me? Right next to the edit button, is a print button, on the referral. Print the referral just like the Client Administrator used to send and have it on hand for the appointment. If you need to update something, you can write the corrections down on the sheet and have your partner make the edits in the software. Make this process work for you.