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One-Time Cancellations

Why would this happen:

The Customer may have a conflicting or overlapping event, they are closed, there's a big sports/cultural thing they're going to show on the TVs, or maybe the host is unable to be there and no sub is available (weather, illness, or other). 

What is a Cancellation:

Customer needs to call off regularly scheduled event one time, so we are making sure that it's communicated to the public, to the customer and host, and to billing. 

How does the System work: 

FIRST:

Schedule Change Form is filled in (by Sam, admin, or customer).

This form creates a record in the Life Cycle Event table, which links to the Schedule record as it is selected by the person filling in the form.

THEN:

Airtable automation 
  1. Sends a message tagging the Sam/Account Person, Host Manager, Social Media to take action regarding cancellation Screenshot 2024-10-22 at 12.31.06 PM.png
    1. Account Person updates the Public Google calendar. Host Manager looks for automated email to host and manually updates the Host Calendar for TMC only. Host Calendar automatically updated for IGL events. Social Media person notes for inclusion in What's Happening (weekly roundup) post and/or same-day posting + inclusion in newsletter the week of the cancellation. 
  2. Sends a confirmation email to the client who filled out the form.
  3. Finds the Host and Site associated with the cancellation
    1. If the Date does not match the expected Day of the Week, the SAM is slack messaged to follow up
    2. The host is sent an email to alert them
      1. If there is a Non-TM host, different email language is used 
    3. If the date is less than 168 hours (one week) from now, Chuck is sent a Slack message about billing Screenshot 2024-10-22 at 12.36.08 PM.png
    4. If the Cancellation came in more than 21 days ago, a 5 day reminder will be sent to the Customer and the Host (that Automation is separate!). 
  4. Reality Table entries get attached to the Cancellation at the time of creation (also a separate Automation).

What If:

Un-Cancelling a One-Time Cancellation

FIRST: Account Person presses the "Un-Cancel This Event" button on the Cancellation Management Interface
THEN:

Airtable Automation runs!

  1. Status of Cancellation (Life Cycle Event record) is changed to Cancelled.
  2. Sends email to host to revert prior messaging
  3. Sends Slack Message to #existingnights to tag Account Person, Host Manager, and Social Media to revert to the originally scheduled programming.
    1. Account Person/Sam updates public calendar to reflect reinstatement.
    2. Chuck updates billing to reflect reinstatement.
    3. Social Media Person updates What's Happening or makes specific post to reflect reinstatement.
    4. Host Manager confirms host recieved email reflecting reinstatement

 

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