To ensure smooth operations and maintain our high standards, we have a clear reporting structure.

Nevaeh is the primary point of contact for technicians. If a technician has an issue, they should report it to Nevaeh. If Nevaeh cannot troubleshoot or resolve the issue, she will report it back to Raven.

What Nevaeh Needs to Report to Raven

Nevaeh should escalate the following types of issues to Raven:

1. Client Complaints: Any negative feedback, dissatisfaction with a service, or issues raised by a client that cannot be immediately resolved.
2. Technique Questions: Any confusion or need for clarification regarding massage techniques, product application, or service protocols.
3. Rebooking Failures: Patterns of clients not rebooking, or specific instances where the rebooking SOP was not followed or failed.
4. Training Progress: Updates on how new technicians are progressing through their training and onboarding.
5. Issues Between Technicians: Any interpersonal conflicts, communication breakdowns, or teamwork issues among the staff.
6. Behavioral/Culture Issues: Any behavior that contradicts our team culture, brand values, or professionalism standards.