GroomingOps
Operator Handbook
Running the Day, Start to Finish
Pillar Operations LLC · groomingops.com
Internal — Operator Use Only
This handbook is the complete reference for running GroomingOps van operations day to day. It is written so that someone who has never run a day can pick it up and keep every location alive without losing clients, missing appointments, or breaking payroll.
It covers what to do, how to do it in MoeGo step by step, and — just as important — why each thing matters and what “good” looks like, so you can tell when something is going wrong.
READ FIRST: Section 2 (The One Rule) is the single most important part of this document. If you only ever internalize one thing, make it that. Everything else supports it.
Access: Everything uses your own GroomingOps email. MoeGo needs no separate sign-in — every location is reachable from inside the GroomingOps platform. Chatwoot (where AI-transferred calls come in, Section 11.2) and Patcher (gap-filling, Section 6.4) are separate sign-ins, but you log into both with the same GroomingOps email. If a location is missing or you can’t get into the platform, that’s a platform issue — escalate to Brandon.
Conventions used throughout:
- Click-paths are written as Menu → Button → Field, matching what you see on screen.
- Red callouts are hard rules — never violate them.
- Yellow callouts are judgment calls and standing exceptions only learned through experience.
- Blue callouts are helpful context and “why this matters.”