CRM Dashboard

This standard governs the daily use of the customer record system's dashboard: the overview figures, the Needs Attention feed, and the booking funnel. It applies to front desk staff, who work the dashboard each morning, and to managers, who review what the feed surfaces. Everything on the dashboard is computed from live customer, appointment, and payment records. There is no stored summary that can go stale, and no figure that is not traceable to a real record.

The overview figures

The top of the customers page shows overview tiles, computed in the browser from the customer directory rows described in Customers

• Total: every customer row in the directory.
• Active: rows where the customer is not marked inactive.
• New (30d): customers created within the last 30 days.
• Returning: customers with 2 or more appointments on record.
• At risk: customers whose lifecycle stage is at risk, under Customer Lifecycle.
• Follow-up: customers at risk, or flagged follow-up due.
• Upcoming: customers with a next appointment: a future appointment that is not cancelled, completed, or no-show.
• Outstanding: the sum of outstanding balances across the customer base.

Because the tiles are derived from the same rows as the list below them, they always agree. If the at-risk tile shows 6, filtering the list to at risk shows exactly those 6. When a tile surprises the reader, the rows behind it are one scroll away; click into the list.

Needs Attention: the four signals

The Needs Attention feed is the closest thing the system has to a to-do list. Every row is derived from a real signal on a real appointment. There is no separate issue list, nothing to mark done, and nothing to go stale: a row appears when its signal fires and disappears when the underlying condition clears. The window is appointments from 30 days ago forward, excluding cancelled and no-show appointments, capped at 100 rows. The four signals, in priority order

1. Unpaid balance (High): an appointment that is completed, or whose start time has passed, with a balance remaining: total minus amount paid is greater than zero. The action is direct: take payment at the counter or send a payment reminder. Staff reconciling by hand shall do the same subtraction; the stored outstanding amount on the appointment is not the figure to trust.
2. Unsigned document (Medium): the customer has a document awaiting signature. Send the document for signature or collect it at check-in.
3. Vaccination expiring (Medium; High if expired): a pet on the appointment has a vaccination record expiring within 30 days, or already expired. Request the updated record before the visit; this signal prevents a customer being turned away at the door.
4. No-show history (Medium): the customer has a prior no-show appointment. Confirm this appointment and collect the deposit before the visit.

An honestly empty list means nothing is firing. Staff shall still check the feed every morning, because the unpaid-balance signal in particular is money sitting uncollected.

The booking funnel

The funnel records the path from first visit to booked appointment, one record per event

• Website visit: the storefront page-view record.
• Account created: a new salon customer record from booking signup.
• Intake started: the first step of the booking process, which is the intake itself: name, contact, dog, coat, grooming.
• Intake completed: the booking process reaches its review step.
• Booking started: the begin-booking event.
• Booking completed: a booking actually completes: deposit or full payment confirmed, or a booking created directly and confirmed.

Funnel records are written so that a failed funnel write never breaks a booking, a payment, or a signup; if the write fails, the booking still goes through and the funnel simply misses a record. Intake stages are recorded once per booking session, not once per page refresh, so drop-off between intake started and intake completed shows real abandonment, not noise. A large gap between booking started and booking completed usually means deposit friction and should be compared against the abandoned-booking leads described in Rebooking and Automation.

When the dashboard looks wrong

• Tiles show but the list is empty, or the reverse. Both read the same rows, so this is a filter problem, not a data problem. Clear every filter on the list and look again; a forgotten lifecycle or tag filter is the usual cause.
• "Database unavailable" or a service error on every screen. The customer record system cannot reach its database. This is an infrastructure problem, not a data problem: no rows are lost and everything returns when connectivity does. Staff shall not re-enter anything; wait for the connection, and escalate under Troubleshooting (CRM Troubleshooting).
• Lifetime value shows $0 for everyone. That is honest, not broken. Lifetime value is the sum of succeeded payments carrying the customer's identifier, and most payments in the ledger do not carry one, as explained in Customers. Staff shall never compare current figures against older figures produced before the ledger-based calculation, and shall never correct the figure by hand.
• A customer known to exist is not in the directory. Search by email first, exactly; the system matches customers on email, and name variants are two different rows until merged. If email search finds nothing, the record may exist only in the older booking-side records and never carried over, because the carry-over needs an email address. The correction procedure is in Data Management.

The morning routine

Front desk staff shall complete this routine in order, every morning

1. Open the Needs Attention feed. Work it top to bottom: unpaid balances first, unsigned documents second, expiring vaccinations third, no-show history fourth.
2. Glance at the tiles: total, new in 30 days, at risk, upcoming: to calibrate the day. Anything that moved a lot overnight deserves a question before the doors open.
3. Scan today's appointments. For each: customer confirmed, service type confirmed, payment method confirmed, deposit down, and any pet handling cautions on the dogs.
4. Check the waitlist if the book has gaps, and offer an open slot to the top of the queue before it goes to waste, under Appointments.
5. Clear yesterday's filters. A stale filter is how customers appear to disappear.

Controls

• Dashboard figures shall not be edited, adjusted, or explained away by hand. Where a figure looks wrong, staff shall trace it to the underlying records.
• Customer data shown on the dashboard shall be used only for the customer-service purpose it is displayed for, under the Privacy Policy. Dashboard figures and lists shall not be exported without authorization, under Data Management.

Records

The dashboard creates no records of its own; it displays the customer, appointment, pet, vaccination, document, and payment records kept in the customer record system, and the funnel records each booking event creates.

Escalation and review

Managers review the Needs Attention feed daily for unpaid balances left unworked. A dashboard or database fault that the store cannot resolve shall be reported to support@aapawz.com. Legal process concerning a customer record shall be directed to legal@aapawz.com.