General Questions
How many services should I create?
Start with your core offerings (5-15 services). You can always add more later. Consider:
Too Few: Customers can't find what they need
Too Many: Overwhelming, confusing, hard to manage
Just Right: Clear options covering main offerings
Recommended approach:
Start with essential services
Add variants as needed (size-based, service levels)
Use add-ons for optional extras
Group related services in categories
Can I edit services after they're created?
Yes, all service settings can be modified at any time. Changes don't affect existing appointments - only future bookings use updated settings.
Safe to change:
Service name and description
Pricing (future appointments only)
Duration (future appointments only)
Team/resource assignments
Booking settings
Eligibility restrictions
What happens to existing appointments when I change a service?
Nothing. Existing appointments retain their original details (price, duration, team member, resource). Only new bookings use updated service settings.
To update existing appointment:
Must manually edit the specific appointment.
Can I delete a service?
Yes, but only if it has no historical appointments. If service has been used:
Hide/deactivate instead of deleting
Preserves historical data
Removes from booking page
Can be reactivated later
Service Types
What's the difference between Initial and Regular services?
Initial:
First-time service for new customers
Typically longer duration (assessment, introduction)
May have different pricing
Customers can only book once
Regular:
Standard, repeatable service
Normal duration and pricing
Customers can book multiple times
Most services are Regular type
When should I use Add-on services?
Use Add-ons for optional extras that cannot be booked alone:
Good Add-on Examples:
Nail trim (with grooming)
Teeth brushing (with bath)
Flea treatment (with grooming)
Extra playtime (with daycare)
Premium shampoo upgrade
Should be Regular (not Add-on):
Standalone nail trim service
Quick bath (can be booked alone)
Drop-in daycare visit
What's the Stay service type for?
Stay is for overnight or multi-day services:
Boarding (per night)
Extended daycare (multiple days)
Duration measured in days, not hours
Features:
Pricing per night/day
Multi-day calendar blocking
Check-in/check-out workflows
Pricing
Should I use fixed or variable pricing?
Fixed Pricing - Use when:
Service cost is consistent
Standardized service delivery
Customers expect set prices
Examples: Group classes, standard walks, daycare
Variable Pricing ("from $X") - Use when:
Final cost depends on factors discovered during service
Pet size, coat condition, time required vary significantly
You need flexibility to adjust
Examples: Grooming, training, complex services
How do I handle different prices for different dog sizes?
Option 1: Separate Services (Recommended)
Full Groom (Small) - $130.00 - 1h 15mFull Groom (Medium) - $145.00 - 1h 30mFull Groom (Large) - $180.00 - 2hFull Groom (X-Large) - $245.00 - 2h 30m
Benefits: Clear pricing, accurate duration, better eligibility controls
Option 2: Variable Pricing
Full Groom - from $130.00 - 2h (manual adjustment at booking)
Benefits: Fewer services to manage, flexibility
Recommendation: Use separate services if pricing and duration differ significantly.
Can I charge deposits?
Yes, configure deposit requirements in service pricing settings:
Fixed deposit amount, or
Percentage of total price
Charged at booking time
Remaining balance due at service completion
Best for:
High-value services
Boarding reservations
Course enrollments
Reduces no-shows
How do I offer package pricing or discounts?
Option 1: Create Package Services
Single Training Session - $85.005-Session Training Package - $400.00 (save $25)10-Session Training Package - $750.00 (save $100)
Option 2: Manual Discount at Booking
Customer books regular service
Apply discount code/manual adjustment at checkout
Option 3: Use Packages Feature (if available)
Create formal packages with multiple services/credits
More complex but powerful
Duration & Scheduling
How do I set the right service duration?
Duration should include:
Actual hands-on service time
Minor variations and typical delays
Time spent within the appointment
Duration should NOT include:
Setup/cleanup (use buffer time instead)
Extreme edge cases
Travel time (unless mobile service)
Formula:
Service Duration = Average Service Time + Minor Buffer
Buffer Time = Setup Before + Cleanup After
Example:
Grooming: 1h 30m duration + 15m buffer = 1h 45m total blocked time
What's the difference between duration and buffer time?
Service Duration:
Time blocked on calendar for appointment
What customer sees as appointment length
Included in service time
Buffer Time:
Additional time before/after appointment
Setup, cleanup, transitions
Not shown to customer
Prevents back-to-back conflicts
Example:
Service: Full GroomDuration: 2 hoursBuffer Before: 15 minutesBuffer After: 15 minutesTotal Calendar Block: 2h 30mCustomer Sees: 2 hours
Why are my appointments running over time?
Common causes:
Service duration set too short
Insufficient buffer time
Unexpected complications
Team member running behind
Solutions:
Track actual service times for a week
Increase service duration to match reality
Add buffer time for prep/cleanup
Account for worst-case scenarios
Train team on time management
How do I handle same-day bookings?
Set Minimum Advance Notice in booking settings:
2 hours: Allow same-day with short notice
4 hours: Same-day but with prep time
24 hours: Next-day bookings only
48 hours: Two-day advance minimum
Balance:
Shorter notice = More bookings but less prep time
Longer notice = Fewer bookings but better planning
Team & Resource Assignment
Do I need to assign team members to every service?
No, only assign team members if:
Service requires specific skills/certification
Managing staff capacity is important
Tracking individual performance matters
Leave unassigned if:
Any staff member can perform service
Flexibility more important than tracking
Self-service scenarios
What's the difference between "Required" and "Optional" assignment?
Required:
Appointment MUST have assigned team member/resource
Cannot create appointment without selection
System enforces assignment
Optional:
Appointment CAN have assignment but isn't mandatory
Provides flexibility
Helpful for tracking without enforcing
Example:
Service: Specialized TrainingTeam Member: Required (only certified trainers)Service: General Dog WalkingTeam Member: Optional (nice to track but not mandatory)
How do I prevent overbooking grooming tables?
Create resources for each grooming table
Grooming Table 1 (capacity: 1)
Grooming Table 2 (capacity: 1)
Grooming Table 3 (capacity: 1)
Assign resources to grooming services
Mark as Required
System automatically prevents overbooking
Result: Maximum 3 simultaneous grooming appointments (one per table).
Booking Settings
Should I enable self-service booking?
Yes, for most services. Enable self-service unless:
Service requires consultation first
You need to manually review each booking
Service is VIP/invite-only
Testing new service before public launch
Benefits of self-service:
Customers book 24/7
Reduces phone calls
Less admin work
Faster booking process
Should I use instant confirmation or manual approval?
Instant confirmation for 95% of services.
Manual approval only if:
Complex services requiring special preparation
Need to verify customer/pet suitability
High-demand slots you manually manage
VIP services
Downsides of manual approval:
More admin work
Slower customer experience
May lose bookings to competitors
Requires timely review
How do I hide a service temporarily?
Two options:
Option 1: Disable Self-Service Booking
Hides from booking page
Staff can still book manually
Quick toggle on/off
Option 2: Mark Service as Inactive
Completely disables service
Hidden from all lists (except historical reports)
Requires reactivation to use
Use cases:
Seasonal services
Services under revision
Staff training periods
Temporarily unavailable
Eligibility & Restrictions
How do I restrict services by pet weight?
Navigate to service → Eligibility & Restrictions tab
Set weight restrictions:
Minimum weight (e.g., 10kg)
Maximum weight (e.g., 15kg)
Or weight range (10-15kg)
Save changes
System behavior:
At booking, system checks pet weight
Prevents booking if pet outside range
Shows eligible services only
Can I require vaccination certificates?
Yes:
Navigate to service → Eligibility & Restrictions tab
Enable Require Vaccination Certificate
Select which vaccines required
Set expiration validation rules
System behavior:
Customer must upload proof before booking
System validates vaccination status
Prevents booking without valid certificates
Best for:
Boarding (always require)
Daycare (always require)
Group classes (always require)
Grooming (recommended)
How do I offer breed-specific services?
Option 1: Eligibility Restrictions
Set breed restrictions on service
Allow only specific breeds
System enforces at booking
Option 2: Service Naming
Create breed-specific services
"Poodle Grooming", "Golden Retriever Groom"
Customer self-selects appropriate service
Option 3: Weight/Size Restrictions
Restrict by weight as proxy for breed size
Simpler than breed-specific rules
Multi-Pet Pricing & Discounts
How do multi-pet discounts work?
Multi-pet discounts automatically apply when customers book multiple pets for the same service:
System behavior:
Customer adds 1st pet → Full price
Customer adds 2nd pet → Discount applied to both
Customer adds 3rd+ pet → Higher discount applied to all
Example:
Service: Full Groom ($100 base price)Multi-Pet Discounts: 15% for 2 pets, 25% for 3+ pets1 pet: $100.002 pets: $85.00 each = $170.00 total (saved $30)3 pets: $75.00 each = $225.00 total (saved $75)
How do I set up multi-pet discounts?
Navigate to service → Pricing & Duration tab
Find Multi-Pet Discount Pricing section
Click + Add Multi-Pet Rates
Configure discount percentages:
2 Pets: Recommended 10-15%
3+ Pets: Recommended 20-30%
Save changes
The discount automatically applies at booking.
Should I offer multi-pet discounts for all services?
Best for:
Grooming (standard haircuts/baths)
Dog walking (multiple dogs together)
Training sessions
Daycare (same day attendance)
Not recommended for:
Boarding (separate kennels, full resources per pet)
Specialized one-on-one services
Medical/veterinary services
Services where each pet requires full individual attention
Do multi-pet discounts work with packages?
Yes, but they apply to the base service price before package credits are used.
Example:
Service: $100.00Multi-pet discount (2 pets): -15% = $85.00 eachPackage credit applied: -$50.00Final charge: $35.00 per pet
Can I offer different discount rates per service?
Yes! Each service can have its own multi-pet discount configuration.
Example:
Full Groom: 15% / 25% discountBasic Bath: 10% / 20% discountNail Trim: 5% / 10% discount
AI Writing & Marketing Features
What is the AI Writing Assistant?
Petboost includes built-in AI to help generate professional service descriptions.
Available for:
Short descriptions (80-100 characters)
Full descriptions (200-300 characters)
How to use:
Fill in service name and category
Click "Get Help from AI" button next to description field
Review and edit generated text
Save when satisfied
Benefits:
Saves time writing descriptions
SEO-optimized language
Customer-focused phrasing
Consistent tone across services
Can I edit AI-generated descriptions?
Yes! The AI provides a starting point. You should:
Review and personalize the text
Add business-specific details
Adjust tone to match your brand
Make any necessary edits before saving
What are Value Feature Labels?
Badges displayed on services to highlight them to customers.
Common labels:
"Most Popular"
"Best Value"
"Premium"
"New"
"Limited Time"
Best practices:
Use sparingly (1-2 services per category)
Be honest (don't mark everything "Most Popular")
Update regularly
Match labels to actual customer demand
How do I add Key Features to a service?
Navigate to service → Basic Info tab
Find Key Features section
Click + Add Feature
Enter feature description
Add up to 5 features total
Examples:
"✓ Complete bath with premium shampoo"
"✓ Professional blow dry and brush out"
"✓ Nail trim and ear cleaning"
Can I add videos to services?
Yes! Add YouTube or Vimeo links:
Navigate to service → Basic Info tab
Find Service Video URL
Paste video link
Video embeds automatically on service page
Best practices:
Keep videos under 2 minutes
Show actual services, not stock footage
Include captions for silent viewing
Initial Service Requirements
What is the "Require Initial Service" toggle?
Forces customers to complete an introductory "Initial" service before booking regular services.
Use case:
Your business requires first-time assessments before ongoing services.
Example:
Service A: Initial Grooming Consultation (Type: Initial)Service B: Regular Grooming (Type: Regular, Require Initial: ON)Result: New customers must book consultation before regular grooming
How do customers know they need an initial service?
When they try to book a regular service requiring initial completion:
System blocks the booking
Shows message: "Please complete [Initial Service Name] first"
Customer books initial service
After completion, regular service becomes available
Does this apply to all customers?
No - only new customers who haven't completed the initial service.
Behavior:
New customers: Must complete initial service first
Existing customers: Can book regular services freely
Manual bookings: Staff can override if appropriate
Pro Automations
What are Pro Automations?
Automated workflows that reduce manual tasks throughout the appointment lifecycle.
Six automation types:
Instant Confirmation - Auto-confirm bookings immediately
Pre-Hold Funds - Capture payment authorization at booking
Auto-Start - Start appointments automatically at scheduled time
Auto-Complete - Mark appointments complete at end time
Auto-Finalise - Lock invoice and prepare for payment
Auto-Pay - Charge customer automatically after finalisation
Should I enable all automations?
It depends on your service type and business needs.
Fully automated (all 6):
Services with fixed pricing
High-volume, standardized services
Recurring customers with payment methods on file
Low-risk services
Partial automation (1-4 only):
Variable pricing services (grooming)
Services requiring price adjustment
New businesses building confidence
Services needing manual review
Minimal automation (instant confirmation only):
Complex, customized services
High-touch, premium services
Services with frequent special requests
Can I change automations per service?
Yes! Each service has its own Pro Automations configuration.
Example:
Dog Walking: All 6 automations (standardized, fixed price)Full Groom: Auto-Start + Auto-Complete only (manual price adjustment needed)Boarding: Instant Confirmation + Pre-Hold Funds (protect against no-shows)
What if I need to override automation on one appointment?
You can manually override automation behavior on individual appointments.
Example scenarios:
Customer requests special pricing
Service took longer than expected
Payment method issue
Manual review needed
Staff can always intervene at any stage.
Does Auto-Pay work without stored payment methods?
No - Auto-Pay requires customers to have a payment method on file.
Without stored payment:
Disable Auto-Pay
Send invoice manually
Customer pays via invoice link
Best practice:
Encourage customers to store payment methods
Offer incentive for saved cards
Use Pre-Hold Funds to capture authorization
What happens if automation fails?
System logs the failure and notifies staff.
Common failures:
Auto-Pay: Payment method declined → Invoice remains unpaid, staff notified
Auto-Start: Appointment already started manually → No action taken
Auto-Complete: Appointment cancelled → Automation skipped
Fallback:
Staff can manually complete any step
No data loss or corruption
Audit trail maintained
Duration & Timing Features
What is Duration Display Label?
Overrides how duration appears to customers.
Default display:
"2h"
"1h 30m"
"Full Day"
Custom display:
"Approximately 2 hours"
"2-3 hours depending on coat condition"
"Half day (4-5 hours)"
When to use:
Variable duration services
Set customer expectations
More friendly/descriptive language
How to set:
Navigate to service → Pricing & Duration tab
Find Duration Display Label
Enter custom text (leave blank for default)
What are Fixed Start Times?
Services that can only start at specific times.
Example:
Group class starts at 9:00 AM, 2:00 PM, 6:00 PM only (not 9:15, 9:30, etc.)
Best for:
Group classes or courses
Scheduled tours or events
Services requiring multiple customers simultaneously
Troubleshooting
Service appears but customers can't book it
Check:
Self-service booking is enabled
Service visibility is active
Team members assigned (if required)
Resources assigned (if required)
Minimum advance notice allows booking
Pet meets eligibility restrictions
Team/resources have available capacity
Customers booking wrong service for their pet
Prevention:
Use clear, descriptive service names
Set weight/age restrictions
Add detailed service descriptions
Use service images showing target pets
Create breed/size-specific services
If it happens:
Contact customer to reschedule
Cancel and rebook correct service
Adjust pricing if needed
Too many appointments being booked at once
Solutions:
Limit concurrent bookings through capacity settings
Require resources with limited capacity
Reduce team member capacity limits
Add buffer time to space out appointments
Increase service duration
Service duration is inaccurate
If services run long:
Increase service duration
Add more buffer time
Identify bottlenecks
Train team on efficiency
If services finish early:
Reduce duration slightly
Keep buffer time for flexibility
Use extra time for quality or upsells
Related Topics
For more information, see:
Getting Started with Services - Service creation and basics
Service Configuration - Pricing and duration details
Team & Resource Assignment - Assignment strategies
Booking Settings - Customer booking controls