Van Operations & Incident Field Guide

What to do when the day goes sideways. This is the companion to the Van Equipment Troubleshooting Field Guide — two guides, two jobs. If a piece of equipment won't work, use the Equipment Troubleshooting guide. If you've run low on something, a pet or person is hurt, you can't park, or the day is otherwise disrupted, use this one.

"Stop / escalate" conditions mean stop and get with management. When a pet or person is in danger, safety comes before the schedule and before the van — every time.

First priorities, always

• A pet's safety and a person's safety come before the appointment, the equipment, and the schedule.
• Never leave a pet unattended on the table or in a van that is heating up.
• If anyone (pet or person) is seriously hurt, get help first, then notify management.
• When in doubt, stop the service, secure the pet, and get with management.

1. Running Low / Out Mid-Day

Resource runout is the most common thing that ends a day early. Watch the monitor panel between every dog so you catch it before it stops you.

Fresh water running low

1. Check the monitor panel — know your level before each dog, not after.
2. Finish the current dog if you have enough; don't start a bath you can't finish.
3. Ask the client to let you fill up from their spigot — offer the $10 discount for it.
4. Otherwise, locate the nearest approved refill point and top off.
5. Conserve: shorter rinses, fill the tub less.

Stop / escalate if: you can't refill and have dogs left — get with management.

Grey / waste (dirty) tank full

1. We normally keep the grey tank OPEN through the day. CLOSE it in client driveways and at storage; OPEN it on the road / while driving.
2. Check the dirty-water level on the monitor panel.
3. Stop before it overflows — a full grey tank backs up into the tub.
4. Clear the drain screen of hair while you're there.

Stop / escalate if: you have additional questions — get with management.

LP / propane running out

1. Watch the LP level on the monitor panel (it runs the water heater).
2. No hot water is the first sign — confirm the tank before blaming the heater.
3. Refill LP at any local fill facility (the tank is under the chassis).
4. Cold-rinse only is hard on pets — don't push a full day on empty LP.

Stop / escalate if: you smell gas at any point — shut off, get with management.

House battery won't last the day

1. Check charge on the monitor/CPS screen mid-morning, not just at start.
2. Reduce simultaneous high-draw use (dryer + A/C together).
3. On CPS Endura vans, confirm it charged fully overnight.
4. Battery vans: at ~20% you can charge by idling the van engine — the inverter MUST be ON to charge while idling.
5. Give it some time to charge before equipment will run again.
6. Plan the remaining dogs around the charge you actually have.

Stop / escalate if: the charge is dropping fast under normal use — get with management.

Engine/chassis fuel low

1. Don't let route driving run the tank down — the generator draws from it too (non-CPS vans).
2. Refuel between appointments, not when empty.
3. Factor drive time between stops into your fuel planning.

Stop / escalate if: stranded or can't make the next stop — get with management.

2. Pet Safety & Incidents

POLICY — groomer-caused injury: Any cut or injury to a dog caused by a groomer (other than a quicked nail) must be told to the client immediately, and we will NOT charge the client. Only continue the groom if the pet parent says it's okay after being notified.

Stay calm — pets read panic. Secure first, assess second. Document what happened while it's fresh.

Minor nick / cut / clipper nick

1. Stop grooming that area and stay calm.
2. Apply gentle pressure with clean gauze; use styptic for a nail quick.
3. Confirm bleeding stops; keep the pet calm and still.
4. Tell the client immediately (see policy above) — except a quicked nail. Don't hide it.
5. Only continue if the pet parent okays it; note it in the record per policy.

Stop / escalate if: it won't stop bleeding, or it's deep — stop, get with management / vet.

Clipper burn / brush irritation

1. Stop and let hot blades cool; switch blades.
2. Don't reapply heat to irritated skin.
3. Tell the client immediately (see policy above); only continue if they okay it.

Stop / escalate if: blistering or raw skin — stop, get with management / vet.

Pet showing heat stress

1. Stop drying/grooming immediately.
2. Move the pet to the coolest airflow; offer water.
3. Cool gradually — not ice-cold.
4. Watch for heavy panting, drooling, weakness, collapse.

Stop / escalate if: collapse, vomiting, or the pet won't recover — vet now, then management.

Bite risk / aggression

1. Stop — do not fight the dog. Your safety first.
2. Use safe handling/loop per your training; never escalate.
3. Secure the dog calmly; give it a break.
4. If it can't be groomed safely, stop the service.

Stop / escalate if: the dog can't be handled safely — stop, get with management.

Pet gets loose (in van or outside)

1. Stay calm; block the van door first so it can't bolt outside.
2. If it's already outside, don't chase — crouch, call softly, lure.
3. Enlist the owner; secure the area.
4. Once caught, check for injury before continuing.

Stop / escalate if: the pet runs from the property — get the owner + management immediately.

Pet medical emergency

1. Seizure, collapse, trouble breathing, choking = emergency.
2. Keep the pet safe; don't restrain a seizing dog.
3. Get the owner; head to the nearest vet or their vet.
4. Notify management as soon as the pet is being cared for.

Stop / escalate if: any life-threatening sign — vet first, then management.

Pet can't be safely groomed

1. Too matted, too stressed, too aggressive, or medically fragile.
2. Do what's safe (e.g., safety shave only) and stop there.
3. Explain honestly to the owner; don't force a full groom.
4. Document why and get with management on next steps.

Stop / escalate if: the owner pressures you to continue unsafely — get with management.

Wrong weight / coat type (vs. the booking)

1. Check with the owner — confirm the dog's actual weight and coat type.
2. Let the owner know of any price increase before you start.
3. Notify management of the change.
4. Notify management as well if the owner is upset.

Stop / escalate if: the owner won't accept the corrected price — get with management.

Matted dog (no matting fee on the booking)

1. Notify the owner of any matting and the upcharge BEFORE you start the service.
2. Do not continue with the service if the owner is not okay with the price.
3. Notify management.

Stop / escalate if: the owner refuses the matting price — stop, get with management.

Severe / close-to-skin matting

1. If matting is very close to the skin, or bruising / skin issues are present, recommend the owner take the dog to a vet.
2. Turn the dog away — do not attempt the groom.
3. Notify management.

Stop / escalate if: bruising or skin damage is present — turn away, recommend a vet, get with management.

3. Groomer Safety & Working Alone

You're often alone in a small wet space full of power tools and animals. Your wellbeing comes before finishing the dog.

Groomer injury (cut, bite, strain)

1. Stop and tend to it — secure the pet first so it's safe.
2. Clean and cover wounds; control bleeding.
3. Seek medical care for bites, deep cuts, or anything that won't stop.
4. Report it to management; document it for any insurance/worker claim.

Stop / escalate if: deep wound, animal bite, or you can't continue — get care, then management.

Slip / wet-floor fall

1. Dry the floor with a towel after every dog to prevent falls.
2. Keep mats down and aisles clear.
3. Check yourself before standing up fast.
4. Address the water source so it doesn't repeat.

Stop / escalate if: you're injured in the fall — get care, then management.

Feeling unwell / overheated yourself

1. Cool down, hydrate, sit — the van gets hot and humid.
2. Pause the schedule before you're in trouble.
3. Don't run dryers in a sweltering van without ventilation.

Stop / escalate if: faint, chest pain, or you can't recover — get help, then management.

Unsafe person / situation at a stop

1. Trust your gut; keep the van door controllable.
2. Don't confront — leave if you feel unsafe.
3. Drive to a safe spot, then get with management.

Stop / escalate if: threatened or in danger — leave / call for help first.

4. Climate & Comfort for Pets

If equipment is the cause (A/C won't cool, heat won't fire), use the Equipment Troubleshooting guide. This is about keeping pets safe while you sort it out.

Van too hot for pets

1. Stop grooming; get the pet to the coolest airflow.
2. Open doors/vents, run max A/C or fan; offer water.
3. Reduce dryer/heat-generating equipment use.
4. Never leave a pet in a van that's heating up.

Stop / escalate if: you can't bring the temp down — protect the pet, end the service, get with management.

Van too cold for pets

1. Warm the space before bringing a wet dog out of the bath.
2. Don't send a damp dog into the cold; dry fully.
3. Watch small/old/young pets for shivering.

Stop / escalate if: you can't warm the van — get with management.

Outside weather extreme (heat/cold/storm)

1. Pre-cool or pre-warm the van before the pet comes in.
2. Limit the pet's time in transit to/from the house.
3. In storms, prioritize safe parking and your own safety.

Stop / escalate if: conditions are unsafe to work — get with management.

5. Parking, Access & Site Problems

A van you can't park, level, or power is a day-stopper. Most of this is solved by scouting and communication.

Can't park / no safe spot

1. Look for legal, level, shaded parking near the door.
2. Avoid blocking driveways, hydrants, or traffic.
3. Contact the customer for a better spot or a nearby option.

Stop / escalate if: nowhere safe/legal to set up — get with management.

Blocked in / can't leave

1. Find the blocking vehicle's owner via the customer.
2. Don't force it; protect the van.
3. Adjust the route while you wait.

Stop / escalate if: stuck and can't reach the next stop — get with management.

Not level / van rocking

1. Reposition to flatter ground — water and lift work better level.
2. Use leveling aids if equipped.
3. Don't run the lift on a bad slope.

Stop / escalate if: no level option and equipment won't work — get with management.

Customer not home / no access

1. Check that the customer confirmed via messages.
2. Text, call, AND knock on the door.
3. If there's no response 20 minutes after the scheduled appointment time, move on to the next client.
4. If you already have the dog and can't reach the owner, check whether you can put the dog inside. If you can, do so and send the online invoice. If not, you'll have to wait on the owner.
5. Log it.

Stop / escalate if: a pet was handed over with no instructions — get with management.

No overnight power for charging (CPS vans)

1. CPS Endura vans must charge overnight on a standard 20-amp outlet.
2. Confirm a working outlet is available where the van is parked.
3. No charge overnight = limited or no power the next day — plan ahead.
4. Flag a charging gap before it costs you a day.

Stop / escalate if: the van can't be charged for the next shift — get with management.

6. Vehicle & Roadside

For dead batteries and warning lights, the Equipment Troubleshooting guide has the checks. This covers being out on the road between stops.

Flat tire / blowout

1. Pull over safely; hazards on.
2. Don't change it in an unsafe spot — use roadside assistance.
3. Notify management and adjust the route.

Stop / escalate if: unsafe location — get help, get with management.

Won't start at a stop

1. Run the Equipment Troubleshooting guide battery checks first.
2. Arrange a jump or roadside help.
3. Communicate delays.

Stop / escalate if: stranded — get with management.

Breakdown between appointments

1. Get to a safe spot; hazards on.
2. Call roadside; notify management.
3. Reschedule the remaining stops per policy.

Stop / escalate if: the van is undriveable — get with management.

Accident / collision

1. Check everyone first.
2. Get to safety; exchange info; document the scene.
3. Notify management as soon as everyone is safe.
4. Don't admit fault; follow the insurance process.

Stop / escalate if: any injury — emergency services first, then management.

7. Supplies & Consumables

Check stock before you even leave storage in the morning — shampoo, towels, fuel level, oil, and water. This is also in the morning checkout in the Motive app. A quick restock habit beats a mid-day scramble.

Out of shampoo / product mid-day

1. Check stock at the first stop, not the third.
2. Ration to finish booked dogs if low.
3. Keep a backup of the essentials in the van.

Stop / escalate if: you can't safely groom without it — get with management.

Out of towels / clean linens

1. Track how many you've used vs. dogs left.
2. Air-dry more, towel less, if short.
3. Restock before the next shift.

Stop / escalate if: not enough to finish the day — get with management.

Blades dull / clippers failing

1. Rotate to a sharp blade; keep spares stocked.
2. Oil and cool blades through the day.
3. Don't push a dull blade on a pet's skin.

Stop / escalate if: no working blades left — get with management.

Consumables (styptic, ear cleaner, etc.) out

1. The business supplies all of these — keep a stocked first-aid/consumables kit in the van.
2. Notify us if we're low or out of anything so it gets reordered.
3. Flag low stock before it's gone.

Stop / escalate if: out of a safety item (e.g., styptic) — get with management.

8. Maintenance Checklist

The official Wag'n Tails CleanPower maintenance schedule. A few minutes of discipline here prevents tomorrow's problems — especially charging on the CPS vans. Call Wag'n Tails first if you have any questions.

First thing in the morning

• Check propane level and fill if needed.
• Verify batteries are fully charged (at least 90%).
• Run the morning stock check in the Motive app — shampoo, towels, fuel, oil, water.

At the end of your day

• Fill the fresh water tank.
• Drain the gray water tank and close the gray water valve. Remove the hose from the fresh water fill port.
• Add 1 cup of bleach through the right side tub drain and rinse down the drain with fresh water. Close both tub drains. (Nightly in warm climates, weekly in winter, to control odors and bacteria in the gray holding tank.)
• Run white distilled vinegar through the super sudser and leave it in overnight.
• Vacuum out the clipper vac with the shop vac.
• Clean the air conditioner filters (if A/C is being used).
• Empty the shop vac container.
• Vacuum the furnace return vent (if the furnace is being used).
• Vacuum the overhead vent screens.
• Empty the dirty towel hamper.
• Empty the wastebasket.
• Clean the K9 II dryer filter (important for operation).
• Leave batteries and inverters ON, then plug in the main shore line to top off the batteries (standard 20-amp outlet overnight on CPS Endura vans).

Weekly

• Remove the overhead exhaust vent screen and wash it.
• Check tire pressure.
• Clean the grooming hydraulic arm, lubricate as needed.
• Check the battery charge level on the monitor panel.

Yearly

• Service the air conditioner (spring).
• Service the furnace (fall).
• Replace the water heater anode rod.
• Check the fire extinguisher.
• LP (propane) system inspection by a qualified professional.