Front Desk Reference

Greet everyone — and say goodbye

Anyone coming through the door, or walking out of it. This is the whole job in two moments.

• Everyone gets greeted with warmth the moment they walk in — player, parent, delivery, coach, regular you see every day. Look up, smile, say hello. If you are mid-transaction, eye contact and a "be right with you" counts.
• Everyone gets a goodbye when they leave. A "see you next time" on the way out is the last impression they take home — do not let people slip out the door unacknowledged.

Who we are, in twenty seconds

Say this to a walk-in or a caller who has never been here before.

Rippner Tennis is Austin's home for tennis — junior and adult programs, private lessons, camps, and court rentals, run by a coaching staff with WTA-level pedigree. There are no memberships and no joining fee. Everything is à la carte: you book the class, the lesson, or the court you want, and you pay for that.

What we offer

Know these five well enough to point someone at the right one without checking.

• Clinics — coached group classes by level, booked one at a time. Full instruction from the same coaching staff, across a wide range of levels, times and formats (High Intensity, Matchplay, serving clinics), and they pick and pay for exactly the ones they want. → Clinics
• Semester Programs (ASP / JSP) — Adult and Junior Semester Programs: the same day and time each week for a full semester, booked in one registration. Same group and same coach throughout, with a spot held for them; it has its own transfer and cancellation policy. → Semester Programs
• Private Lessons — one-on-one with a coach. For anyone who wants to fix something specific or cannot make a class time work. → Private Lessons
• Camps — junior camps, summer being the big one. Parents ask about these months ahead. → ask a manager for current dates and pricing
• Court reservations — rent a court, with or without the ball machine. Account and signed waiver required, same as everything else. → Court Reservations

On top of that we run a stringing and pro shop operation — restrings, hybrids, and racket sales. → Rackets

Clinic or semester program? — how to answer

People ask this constantly. Both are real coaching — the question is which format fits their week, not which one is better.

• Varied or unpredictable schedule, wants to choose their level and format each time, or wants to play more than once a week without committing to a fixed slot → clinics. They book what suits them, week by week.
• Can hold the same slot every week and wants the same group and coach all semester → semester program. One registration covers the whole semester, and their spot is held for them.
• Not sure of their level → do not guess for them. Point them at the free trial, or at the level approval route for 4.0+. → Free Trial, Levels & Junior Balls

The free trial — offer it before they hang up

A first-time caller or walk-in who is hesitating is exactly who the free trial exists for.

• Who qualifies: first-time users who are Austin residents. Both have to be true.
• What they do: fill out the Google Form, then reply to the trial email naming the clinic they want, at least 24 hours ahead.
• Full steps, including what to do if they need help creating an account: → Free Trial, Levels & Junior Balls

We are a HEAD club — say it out loud

Rippner Tennis is sponsored by HEAD. That is not trivia for the back office; it is the reason our racket and string pricing beats what the customer finds online, and it only helps us if the desk actually mentions it.

• Rackets. We stock HEAD rackets at a very competitive price — in most cases better than a big-box store or an online retailer. Quote the price out loud; it is usually the entire argument.
• Strings to push first: HEAD Lynx, HEAD Touch, and HEAD Velocity MLT. When a customer has no strong preference, these are the three you recommend — do not default to whatever they had last time.

Which HEAD string to recommend TBD

A customer hands you a racket and says "just put whatever on it."

• HEAD Velocity MLT — multifilament, soft and comfortable. The safe answer for beginners, intermediates, anyone with elbow or shoulder trouble, and anyone who does not break strings.
• HEAD Lynx — co-polyester, control and spin. For stronger players who swing fast and break strings.
• HEAD Touch — the comfort-forward option in the middle, for a player who wants poly-style control without the stiffness.

To be finalized: the exact HEAD product lines and gauges we stock (confirm whether "Touch" is Lynx Touch or Hawk Touch), current shelf prices, and the standard tension we default to.

The extension buttons — where they are

Every button the extension adds sits in two white trays at the top of the page, inside Play by Point's own header bar, between the club name and the profile icons. Each tray is labelled underneath.

• EVERYONE (right-hand tray) — the two the desk uses: the Cancellations circle (calendar with an ×) and the racket circle for stringing.
• MANAGERS (left-hand tray) — fill rates, coach week, coach change, court move, session groups. Leave those unless a manager asks.

Every cancellation starts at the Cancellations circle. It opens a panel of numbered cards; each card says when to use it and, in red, the thing you must never do instead. Click Open on the card and its tool opens exactly as before — there is a ← Cancellations link at the top of the panel to get back.

• 1 · Clinic cancellation — nobody in it, or called off in advance for anything that is not rain.
• 2 · Rainout — drop-in clinic — rain, players paid, credits owed. Also a semester class that got 15 minutes or more of play in.
• 3 · Rainout — semester program — rain, never started or stopped inside the first 14 minutes. Makeup, no money.
• 4 · Private lesson — cancelled inside 24 hours.
• 5 · Coach called out — manager only. Do not run it at the desk.

Locations and contact

• Main site: 1000 Cumberland Rd, Austin TX 78704 (South Austin).
• Other sites: Pharr and Williamson County. Customers add each one in the app themselves. → Accounts → How a customer adds a club
• Phone: 512-222-7260 · Email: info@rippnertennis.com
• Anything management has to decide (transfers, cancellations outside policy, level approvals, special orders): manager@rippnertennis.com. Do not settle those at the desk.
• Website: rippnertennis.com · Instagram: @rippner_tennis_atx · Facebook: rippnertennis

Rain, or a chance of rain — keep the MOC updated

It is raining, or the day's forecast has rain in it. On these days a weather chat is created, and the front desk is the eyes on the courts.

• A weather chat is opened for the day. Everything about the weather goes in there — do not run a separate thread with one manager.
• Keep the MOC up to date. They are deciding whether classes run, and they are deciding it from what you tell them.
• Report what you can see: whether it is actually raining, whether the courts are playable, whether players are still on court or coming off, what time they came off.
• Post an update when something changes — do not wait to be asked.

Who opens the weather chat, where it lives, and how often to post updates — to be confirmed.

Once the MOC calls it

Play stopped, or a class is cancelled before it starts. What you run depends on the booking type.

• Clinic, play stopped partway → text the MOC the time everyone got off court. Clinics → Rainout partway through
• Clinic cancelled before it starts → front desk runs the full rainout. Clinics → Cancelled before it starts
• Semester program → Semester → Full rainout
• Private lesson → Privates → Full rainout
• Court reservation → Court → Full rainout

Unlocking the court at 8:45

No longer needed. You do not need to unlock the court at 8:45.

Adding a note after clicking No Show

No longer needed. When you click No Show, the note on the block is added automatically.

Adding notes after a rainout

No longer needed. When you run the rainout, the profile and courtsheet notes are added automatically.

Check in a clinic

1. Open clinic roster → click Check In.

Booking a clinic

The clinic they want is full TBD

A customer asks for a clinic that has no spots left. Full is not the end of the conversation — find them an alternative before they walk away, or we lose the booking entirely.

Check, in this order:

1. Earlier or later the same day — the same level often runs more than once. This is the easiest yes, because their day is already free.
2. Another day that week — same level, same location, different day.
3. Another location — Cumberland (South Austin), Pharr, and Williamson County. Say the drive out loud so they can judge it, and remember they add the club in the app themselves. → Accounts → How a customer adds a club

Offer the alternative concretely — day, time, location, and that it has room — rather than asking them to go and look. If nothing fits, take their name, the class they wanted, and a phone or email, and pass it to management so they know where the demand is.

To be finalized: whether we keep a waitlist for full clinics and who manages it, and whether the desk can offer a spot in a semester program as an alternative.

Customer needs to cancel a clinic

1. Check the customer's profile to see whether they have already used their one-time exception.
2. Already used it (an exception is on the profile) → click Late Cancel. They do not get a second one.
3. Not used yet (no exception on the profile) → click the trash can → Refund (one time exception) → fill in the reason and your initials → then process the refund if there is one.

1. Click the trash can.

Clinic did not make (at 0 enrollment)

Any class that has not made. At 8 PM check tomorrow's first class of the day and of the evening shift — standing those down early stops a coach coming in for nothing.

1. Clinic block → More Info to open the roster.
2. Click the navy Cancellations circle (right-hand tray, top of the page) → card 1 · Clinic cancellation → Open. Check the panel names the class you meant.
3. Pick one of the three cases below. Everything else ticks itself.
4. Move it to — pick the Cancelled Court with the same number as the court the class was on: a class on Court 5 goes to Cancelled Court 5. Do not leave it on first free. The class keeps its booking, so this move is what frees the real court.
5. Run → read the confirm box → confirm.

All three close the session and move the class to a cancelled court. They differ only in what the coach gets paid, so pick carefully.

Cancelled more than 2 hours ahead, or nobody enrolled.
→ Shortens to 30 min, takes the coach off. Coach gets nothing.

A no-show, or cancelled within 2 hours of the shift's first class.
→ Shortens to 45 min and leaves the coach on — that is what pays them. Do not take the coach off; it wipes the 45 minutes.

The class was the coach's last, so they go home.
→ Shortens to 30 min and leaves the coach on, so they are paid 30 minutes. A NOTIFY GABY box appears — message her, whether that pay stands is her call.

Add a note to a clinic

1. Click the + button on the clinic block.
2. Select the appropriate standardized note category. If no category fits, select Other.

Clinic rained out partway through (partial credit)

The clinic ran, then play stopped for weather.

Clinic cancelled before it starts (full rainout)

The clinic never ran, so everyone is owed the full class price. Use the rainout extension's full-rainout mode.

1. Open the clinic's roster: clinic block → click More Info.
2. Remove any waitlisted people from the roster.
3. Click the navy Cancellations circle (right-hand tray, top of the page) → card 2 · Rainout — drop-in clinic → Open. The Rainout Credits panel expands.
4. Click the refresh ↻ button so it re-reads the details from the page, then double-check they are correct before continuing.
5. In the calculator, tick Cancelled before start (full rainout). Off court at greys out, the result line shows the full class price per player, and the announcement rewrites itself to the cancellation wording.
6. Tell it whether the coach turned up — before you run anything. Set the "Coach was on site" option now. It is read the moment the run starts and decides which note gets stamped (pay 15 min vs remove coach), so setting it afterward is too late.
7. Click Use this amount ↓, keep Send announcement ticked, then click Issue credits — same per-player run, announcement, and notes. The announcement is an email from our notification.rippnertennis.com address, so delivery is tracked; anyone the log flags as having no address gets emailed by hand via ✉ Copy player emails.
8. Do not cancel the clinic. In PBP, handle the coach to match what you set:
   • Coach was on site: they are paid for 15 minutes, so shorten the clinic to 15 minutes.
   • Coach was not there: remove the coach from the clinic.

Check in a semester program

1. Open program roster → click Check In.

Booking a semester program

Add a note to a semester program

1. Click the + button on the program block.
2. Select the appropriate standardized note category. If no category fits, select Other.

No-show in a semester program

1. Wait 15 minutes past start time.
2. Were we notified before class?
   • No — no makeup can be issued. Click No Show. The Not Attending note is added automatically.
   • Yes — a makeup is owed. Do not click No Show. If the player calls the desk, tell them to email manager@rippnertennis.com. Otherwise management takes care of it — nothing for you to do. (Managers: run Semester makeup token below.)
3. If you clicked No Show, double-check that the note was actually added before moving on.
4. Do not shorten the class. The class still runs for the players who did turn up, and the coach is paid for the full session. Note the no-show and leave the length alone.

Nobody shows up to a semester class

Not one player on the roster turns up — the only case where a semester class gets shortened.

1. Wait the usual 15 minutes past start time and confirm nobody is coming.
2. From here, treat it exactly like a clinic — same three cases, same cancelled-court run. → Clinics → Clinic did not make (at 0 enrollment)
3. A whole-class no-show is the clinic no-show case: shortens to 45 min and leaves the coach on, which is what pays them. Do not take the coach off.
4. Still mark each player's no-show on the roster as normal, by the rules above.

Semester makeup token Managers only

A player tells us ahead of time that they will miss a semester class, so they are owed a makeup at another class of the same program at no charge.

Front desk never runs this. Send the player to manager@rippnertennis.com and stop there. The procedure below is for the manager handling the email.

1. Open the player's profile and add the standardized makeup note, naming both the class they are missing and the class they are attending.
2. On the courtsheet, open the semester class they are missing and add the standardized Not Attending note. Do not click No Show and do not remove them from the roster.
3. Schedule them into the class they asked for, selecting Comp so they are not charged.
4. Email the customer back to confirm both classes.

1. Open the player's profile and add the standardized makeup note with the class they are missing. Leave the makeup class blank for now.
2. On the courtsheet, open the semester class they are missing and add the standardized Not Attending note for that day. Do not click No Show and do not remove them from the roster.
3. Reply asking which class they want, then wait for their answer. The note stays open until they reply.
4. Once they reply, schedule them into the class they picked, selecting Comp.
5. Go back and complete the profile note with the makeup class.
6. Email the customer back to confirm.

Player wants to drop or transfer a semester program

1. Do not process it at the front desk.
2. Tell them to email manager@rippnertennis.com so management can handle the transfer or cancellation.

Based on the program's start date, not the enrollment date:

• Cancel by end of day 14 days before the start date: full account credit.
• Cancel by end of day 7 days before the start date: 50% account credit.
• After the 7-day cutoff: no refunds.

• The Adult Semester Program is for players 16+. If a player under 16 registers, standard cancellation policies apply.
• Low enrollment (only one participant): we offer alternative days or options when available; if none fit, a full account credit is issued.

Full policy: rippnertennis.com/program-policies.

Full rainout on a semester program

Front desk runs this one end to end — do not text the MOC for it. The run emails every player their makeup instructions.

1. Open the program's roster: program block → More Info. Run this while the session is still on the courtsheet — the run posts a courtsheet note, and it needs the booking to still exist.
2. Click the navy Cancellations circle (right-hand tray, top of the page) → card 3 · Rainout — semester program → Open. The Semester Rainout panel opens.
3. Check the context line shows the right class and session, and read the message. {class} and {session} fill in automatically — only edit the rest if a manager asked you to.
4. Click Run rainout flow. It emails the roster the cancellation and makeup instructions, writes a RAIN MAKEUP note on every player's profile, posts the RAINED OUT courtsheet note, then reminds you to shorten the coach's pay for the session.
5. Watch the log. Anyone listed as no address did not get the email — use ✉ Copy player emails on the roster and send it from Gmail by hand.

Private booked on the wrong court

A private lesson is on a different court from the one the coach is teaching on. Most often booked by the customer in the app — the app lets them pick any available court, and it does not know where the coach is.

1. Find the court the coach is teaching on at that time.
2. Move the lesson onto that court, keeping the same date and time.

Check in a private lesson

1. Open private lesson block → click Check In.

Booking a private lesson

Add a note to a private lesson

1. Click the + button on the lesson block.
2. Select the appropriate standardized note category. If no category fits, select Other.

No-show on a private lesson

1. Wait 15 minutes past start time while the coach waits.
2. Open the lesson block → click No-show. The NO SHOW note on the block is written for you.
3. Shorten the lesson accordingly, so the coach is paid for the time they actually waited.
4. No refund is issued.

Full rainout on a private lesson — or a cancellation outside 24 hours Needs update

Same process for both: the lesson was rained out, or the client cancelled with more than 24 hours' notice.

1. Open private lesson block → Cancel Booking → click Player Cancellation.
2. This removes the lesson and refunds the client.
3. Email the client to tell them the lesson was cancelled and the refund is on its way.

Client cancels a private lesson within 24 hours

The client cancels with less than 24 hours' notice. The lesson is not deleted — we keep the booking, take the coach off it, and move it out of the way.

1. Open the day's courtsheet.
2. Click the navy Cancellations circle (right-hand tray, top of the page) → card 4 · Private lesson → Open.
3. Pick the lesson from the list — it shows the time, court, coach and client.
4. Move it to — leave it on first free, or pick the cancelled court yourself. Any court that is already busy in that hour is marked busy.
5. Click Cancel this lesson and confirm.

It changes the coach to Rippner Coach, moves the lesson to the cancelled court you picked, and writes a LATE CANCEL note on the block. The time never changes and the client is not emailed.

Client asks for an exception on a private

The client wants the policy waived — a refund on a late cancel, a free reschedule, a credit because they were ill, stuck in traffic, or forgot.

There are no exceptions on private lessons. Not a one-off, not a first-time courtesy, not for a regular. The one-time exception you know from clinics does not exist here — there is no version of this the desk can grant.

1. Do not process it at the front desk. The desk cannot issue an exception on a private lesson.
2. The client emails manager@rippnertennis.com themselves — with the date, time and coach, and what they are asking for. Management decides; you do not ask on their behalf, and you do not tell them what the answer is likely to be.
3. Notify management yourself as well — do not rely on the client sending the email. Pass along the client's name, the date, time and coach, and what they are asking for.
4. Meanwhile handle the booking by the normal rule — late cancel, no-show or player cancellation, whichever it is. If management grants the exception afterwards, they undo it.

Which cancel button for a private lesson

• Within 24 hours → the ✂ Cancel Private tool, above.
• Outside 24 hours → Cancel Booking → Player Cancellation — removes the lesson and refunds the client.
• The client wants the policy waived → there are no exceptions on privates. Handle the booking by the normal rule, have the client email manager@rippnertennis.com themselves, and notify management yourself. → Client asks for an exception on a private
• The client simply did not turn up → that is a no-show, not a cancellation. Wait 15 minutes past the start with the coach, then open the lesson block → No-show, and shorten the lesson so the coach is paid for the time they waited. No refund. → No-show on a private lesson

Very important

New court reservation policies

Someone calls in to book a court TBD

A caller wants a court booked for them over the phone.

1. Search their name, email, or phone number and confirm the account and waiver.
2. Confirm the location, date, time, and court with them out loud before booking anything.
3. Book the court, then charge them — card on file if they have one, otherwise take the card over the phone (see Accounts → Update card on file).
4. Read the reservation back to them and tell them it is confirmed and paid.

Steps to be finalized: whether the charge goes through the reservation block or the POS, and what to do if the caller refuses to give a card over the phone.

Check in a court reservation

1. Open the court reservation → click Check In.

Long booking with one player — shorten or charge extra

A court booked for 2 hours or more with only 1 player on it. The extension flags these on the courtsheet with a red ⚠ shorten or charge extra tag, starting 2 hours before the booking so there is still time to call the customer.

1. Look at who is actually on the court. Either someone is playing who is not on the booking, or the customer has taken more court time than they need.
2. Extra players → take the payment for them.
3. They only need part of the time → shorten the booking to what they are using.
4. Once it is sorted, click the flag on the block to dismiss it for the day.

Customer cancels or no-shows a court reservation

1. Open the court reservation → Cancel Booking → click No-show and clear.
2. That is the whole job — the profile note is written for you (see Notes → No-show / 5-hour cancel note). You no longer add the Court profile note by hand.

1. Open the court reservation → click Player Cancellation.

Add a service (e.g. ball machine)

1. Confirm the court is on the allowed list above (and within Wilco hours, if Wilco).
2. Check court availability for the ball machine (look for the shopping cart icon on the reservation block).
3. Open the court reservation → click Add Service → select Ball Machine.
4. Charge the player(s).
5. Verify that a small cart icon now appears at the bottom of the reservation block.

Add a note to a court reservation

1. Click the + button on the court reservation block.
2. Select a standardized note category. If no category fits, select Other.

Full rainout on a court reservation TBD

1. Open the court reservation block → click Rainout.

Steps to be finalized.

Leagues — check-in and the court note

League players arriving for a match on one of our courts or the hitting wall. Two jobs, every match, no exceptions: every player has an account, and the reservation says exactly who is on it.

1. Search each player as they arrive — name, email, or phone, at every location (Accounts → Can't find someone by name).
2. Account found → they can go on court.
3. No account → they do not step on court until one exists. Have them create it on their phone right there (PlayByPoint app or rippnertennis.com, then add our club) and accept the waiver — the player signs it themselves, same as every other account (Accounts → Caller wants to book but has no account). Search them again to confirm, then let them on.

1. Open the league reservation on the courtsheet → click its + note button.
2. Pick the standard category League player and type the player's full name (first and last, spelled as on their account).
3. Click Insert, check the line, click Save. It reads: LEAGUE PLAYER | Jane Smith
4. One note per player. Repeat for everyone on that court — two notes for singles, four for doubles. A league on three courts is three reservations, each with its own set of player notes.

Add or find items

1. Click the shopping cart icon on the left nav bar labeled Merchandise.
2. Filter or search by category: Accessories, Concessions, Labor, Merch, Rackets, or Strings (category pictures assist search).
3. Click Add for all items being purchased.

Charge a customer

1. Once all items are added, verify the item box on the right side of the screen.
2. Click No Player Selected at the top of the item box.
3. Search and select the account by player name, email, or phone number.
4. Select payment method: Card on File (COF), Cash, or Club Credits.

Apply a discount TBD

Needed for in-house racket purchases (express labor down to $23) and hybrid string jobs (50% off both strings).

1. Add the item to the sale as normal.
2. Click Discount on that line item.
3. Set the discount, then confirm.

Confirm whether the discount screen takes a percentage, a replacement price, or both — the racket procedures ask for one of each.

What to promote, and what it costs TBD

A customer asks what racket they should buy, or what a string job runs. This is a sale we usually win — but only if the desk talks about it.

• We are a HEAD club. Rippner Tennis is sponsored by HEAD, which is why our racket and string pricing beats what the customer finds online. Say it out loud, then quote the price — the number is usually the whole argument. → About us → We are a HEAD club
• Promote HEAD first, always. Rackets, strings, grips. Do not talk a customer into a brand we do not stock, and do not improvise a substitute for a model we do not carry.
• Strings to push: HEAD Lynx, HEAD Touch, HEAD Velocity MLT. Which one depends on the player. → About us → Which HEAD string to recommend
• Pricing you quote at the desk: racket shelf prices, string prices, and stringing labor all live on the POS — read the current number off the POS rather than quoting one from memory.
• Prices you already know from these procedures: hybrid string jobs are 50% off each of the two strings, and Express Labor on an in-house racket purchase is discounted to $23.

To be finalized: the HEAD sponsorship terms we are allowed to quote to customers, the current racket and string shelf prices, standard stringing labor, and whether there is a staff or coach discount.

Coaches do not use shop rackets

A coach asks to grab a racket off the wall for a lesson or a hitting session.

• Shop rackets are stock, not equipment. They are there to be sold, not played with — a used racket is no longer new stock.
• This applies to coaches too, not just customers. Politely say no; you are not the one making the exception.
• If a coach needs a racket for a lesson, that is a manager's call → manager@rippnertennis.com.

Stringing desk software

• URL: stringing.rippnertennis.com
• Access token: ask a manager. It is deliberately not written down here.

Customer wants a racket restrung

1. On the POS, open racket restring and add the string and the labor.
2. Click Purchase.
3. In the stringing app, fill out all required fields.
4. Click Save ticket, then print the tickets.
5. Put the racket on the right rack — express and regular jobs do not share one. → Express rackets go on their own rack

Express rackets go on their own rack TBD

Every racket you take in has to go somewhere. Express jobs and regular jobs use different racks — putting one in the wrong place is how an express job misses its turnaround.

• Express → the express rack. The stringer works this rack first, so a racket left on the regular rack simply will not be strung in time.
• Regular → the regular rack. Do not park a standard job on the express rack to get it out of the way — it pushes the genuine express jobs down the queue.
• Check the printed ticket before you set the racket down. The ticket says which service was sold; that is what decides the rack, not how urgent the customer sounded.

To be finalized: where each rack physically sits, how they are labelled, and the express turnaround time we promise the customer.

Customer wants a hybrid string job

1. On the POS, select the two strings the customer wants.
2. Apply a 50% discount to each of the two strings.
3. In the stringing app, you can swap which string is the main and which is the cross.

Customer buys a racket from us (in-house)

1. Complete the racket purchase first. Go to POS → select the racket bought and the strings purchased (unless brought by player), and finish that sale before starting anything else.
2. Then run the regular stringing procedure as normal.
3. When you charge for the stringing, add Express Labor on the POS, click Discount, and discount it to $23. This is a separate sale from the racket.
4. Nothing needs to be changed in the stringing app — the ticket goes through as normal.

Customer wants a racket that's out of stock TBD

1. Answer any customer questions or provide product information.
2. If out of stock: collect the player's racket make/model, grip size, string choice, and tension.
3. Create a racket ticket, but do not charge them anything.
4. Notify management and pass along the racket order details.

Steps to be finalized.

File an incident report

Anything happened on site that someone could ask about later — an injury, a fall, a medical event, an ambulance call, an altercation, property damage, or any incident involving a customer or a staff member.

1. Go to the Search page on the nav bar.
2. Scroll down to the Operations category.
3. Select Forms — the incident report opens.
4. Fill in the information: what happened, when and where, who was involved, and what was done about it.
5. Click Send.

Managers only Once the report is submitted, the manager also sends it over to senior management (JC and Jim).

Can't find someone by name — check all locations

You search a customer's name and nothing comes up, but they insist they have an account.

1. Switch location and search again. The search only looks at the location you have open — an account made at Pharr or Williamson County will not show up while you are on Cumberland. Check every location before concluding the account does not exist.
2. Also try their email and phone number, and spelling variations — they may be under a spouse, a parent, or an old email.
3. Only after all locations and all three searches come up empty do you treat them as having no account. → Caller wants to book but has no account

Caller wants to book but has no account

Someone phones in wanting to book a class, court, lesson, or camp, and there is no account for them.

1. Search their name, email, and phone number first, at every location — they may already have an account under a spouse, a parent, an old email, or another club. → Can't find someone by name
2. If there is genuinely no account, tell them what needs to happen: create an account and sign the waiver, then we can book them.
3. Walk them through it on the phone — stay on the line. Direct them to the PlayByPoint (PBP) app or rippnertennis.com to sign up, then have them add our club (Discover tab → search the club name).
4. The waiver comes up during sign-up and at their first booking. Tell them to accept it — that is the step that unblocks everything.
5. Once the account exists and the waiver is accepted, search them again to confirm, then book them as normal.

Customer wants to view or update their info

Address, age, or password.

1. Search user → General Info.
2. View or update address, age, and password directly on this page.

Update card on file (COF)

1. Search user → Payments → Methods → Add New Card.
2. Enter card info and save.

Find account credits

1. Search user → Payments → Methods.
2. Active credits are displayed here.

Child 16+ wants to join adult classes

A child who is 16 or older and wants to participate in adult classes needs their own account.

How a customer adds a club to their account Customer view

1. Open the PlayByPoint (PBP) app.
2. Select the Discover tab at the bottom of the screen.
3. Search for the club (e.g. "Rippner Tennis South Austin", "Pharr", or "Williamson County").
4. Go back to the Home Screen.
5. Select the club to easily switch between saved locations.

First-time guest wants to try a class

1. Inform them about the first-time free trial class and direct them to the link. They must fill out the Google Form.
2. If they need help, talk them through creating their own account (especially on PlayByPoint) — you guide, they type — and offer brief guidance on which clinic level fits their experience.
3. Tell them to reply to the trial email with the specific clinic they want, at least 24 hours in advance.

Which ball a junior plays with

A parent asks what ball their child uses, or a coach asks the desk to grab the right ones. It goes by age first, then level, and applies to all semester programs and drop-in clinics.

• Every level → Red ball.

• Beginner → Orange
• Intermediate → Orange
• Advanced → Green

• Every level — beginner, intermediate, advanced → Yellow (the regular ball).

Sorting balls — the pros' basket vs the recycling carts

You are picking up balls off the courts, or emptying a basket at the desk. Two piles, and the label on the ball tells you which.

• Pro Penn (the can and the ball say Pro Penn) → the pros' basket — but only if it is still a good ball.
• Balls that say Penn only → the recycling carts. These never go in the pros' basket, no matter how new they look.

• Squeeze it — it should push back, not stay dented or feel soft.
• Look at the felt — bald, fuzzed-up, or shedding means it is done.
• Drop it — a dead ball barely bounces.

Player wants approval for 4.0-4.5 or 4.5+ classes

1. Tell them to email manager@rippnertennis.com and ask to be evaluated so we can add their name to the level approval app.
2. Explain the evaluation process: they take a 4.0 clinic with us and notify the coach to evaluate their level.
3. Alternative: if they have an official USTA or UTR rating to prove their level, tell them to email manager@rippnertennis.com for rating approval.

How to add a note to any block

Court reservation, clinic, semester program, or private lesson.

1. Click the + button on the block.
2. Select the appropriate standardized note category.
3. If a note does not fall under any category, select Other.

No-show note (semester program)

Player no-showed ASP/JSP, we were not notified in advance, and no makeup can be issued.

1. Wait 15 minutes past start time.
2. Click No Show. The Not Attending note is added automatically.
3. Double-check that the no-show note was actually added before moving on.

No-show, spot taken by another player

The class already has a no-show note and someone else takes that spot.

1. Find the existing note on the class: NO SHOW | [name].
2. Append the player who took the spot so the note reads: NO SHOW | [name] | spot taken by [name].

Transfer note (semester program) TBD

A player moves from one semester program to another (ASP/JSP day, time, or level change). The note goes on the player's profile, not the courtsheet.

1. Open the player's profile → click +.
2. Select the Transfer standard category.
3. Add the note: TRANSFER | from [program - day/time] to [program - day/time] | [date].

Confirm who writes it — the desk once management confirms the transfer, or management themselves.

Coach arrival time

Log when the coach arrives for their session.

1. Open the block → click +.
2. Select the Coach arrival standard category.
3. Add the note: COACH | [name] | arrived [time].

Running late

A player will be late to a session.

1. Open the block → click +.
2. Select the Running late standard category.
3. Type the player's name in Player.
4. Set ETA if you know it — it is optional, so leave it blank if you do not.
5. Click Insert. The note is written for you.

Rain

Play stopped for weather on any block on the courtsheet — court reservation, clinic, semester program, or private lesson.

1. Open the block → click +.
2. Select the Rain standard category.
3. Set Off court at — leave it blank and it uses the current time.
4. Click Insert. The note is written for you: RAIN | off court at [time].

League match note (court reservation)

Every league court reservation carries one per player — the full name of everyone on that court. See Court Reservations → Leagues for the whole check-in.

1. Open the league reservation → click +.
2. Select League player.
3. Type the player's full name.
4. Click Insert, then Save. The note is written for you: LEAGUE PLAYER | Jane Smith.
5. Repeat for every player on that court — one note each.

No-show / 5-hour cancel note (court reservation) Auto

You do not type this one. When you go Cancel Booking → No-show and clear on a court reservation, the extension writes it to each player's profile.

• NO SHOW | no show / cancelled within 5 hours | Court 5 — Wed Aug 06 2026 - 7:15 PM | 08/06/2026

One line covers both cases — PBP gives no way to tell a real no-show from a cancellation inside 5 hours, so the note names both.

Rainout notes Auto

You do not type these. The rainout extension writes them automatically when you issue rainout credits (see Clinics → Rainout on a clinic).

• RAINOUT CREDIT | clinic | day - time | $amount | delivered date

• Partial: RAINED OUT | class | session | $amount credited to N player(s)
• Full (cancelled before start): RAINED OUT | class | cancelled before start | $amount credited to N player(s)

Abbreviations you'll see here

• PBP — PlayByPoint, our club management app.
• COF — Card on File.
• POS — Point of Sale.
• MOC — Manager on Call.
• ASP / JSP — Adult Semester Program / Junior Semester Program.