ONBOARDING INSTRUCTIONS/FAQ

Storage Unit: 

Storage Office- 258 CATHY JO DRIVE, NASHVILLE, TN 37211

Let Katie know you’d like to drop bags off and she will give you door code or make sure door is unlocked for you. Back directly into driveway, pull up to sliding glass doors, and store bags there. Use sticker/sign system to differentiate baggage.

Please bring all luggage to the storage unit. If you plan on going home and have a safe/secure area to keep luggage that’s fine. Just do not drive around with it in your cars because of airtags/tracking devices. The storage unit is insured and it’s the safest place for it.  We ARE 100% responsible for their belongings.

Put bags in section of office, mark them with stickers/tags provided on office desk- WRITE names on them, take a picture of your bags so everyone knows.

Communication with clients: 

Driver is responsible for texting clients the night BEFORE their booking by 8PM with one of the below scripts & the graphic provided at onboarding. The more communication, the better! Send your infographic with this so they know who they’re meeting and what car to look for!

Nashville Airport: Park either at the cell lot or at the Shell closest to airport while you are waiting on a luggage pickup. Pick up/Drop offs are made either at the Arrivals/Departures area of the airport. 

For drop offs, I always tell the guest to meet me outside and in front of the airline sign that they were on. (etc In front of the Southwest sign).

The airport police will not let you hang out long so if they aren’t outside, just drive around and come back.  

***We are not Uber drivers and do not have permission to go to any rideshare areas.

If the guest says they are at Uber, tell them they have to walk to either arrivals or departures.*** 

TEXT EXAMPLE TO CLIENT:

“Hi ______________! This is ___________ with She’s Got Baggage and I’ll be your luggage driver for tomorrow! I’ll be at the airport at _________ to pickup your ____ bags.

Please let me know both when you land AND when you’re outside and what zone number you end up under (straight out the main doors on the same level as baggage claim).

This will better help me gauge timing of when y’all will be ready; The cell phone lot is about 10-15 minutes away from the actual airport so it’ll take me a minute to get to y’all! 

I’ll be in a ___________ when I do arrive.

Have a safe flight and I will see you tomorrow! 🤠

Airbnb Drop-offs/Pick-ups: 

When you pick up or drop off at an Airbnb, you don’t have to go inside. You can just drop off the bags and they can bring it inside or outside. You can drop the bags off early if the unit is clean and people give you a garage code.Make sure to take pictures of the luggage dropped and get text message approval that you are allowed in their rental. 

Text customer 30 minutes-1 hour before your drop off time just reminding them that you’ll meet them at the discussed address and time. If they are more than 15 minutes late to their drop off, they will be charged $50.

TEXT EXAMPLE TO CLIENT:

“Hi __________! This is ___________ Just a reminder that I’ll be at _____________ at __________ to drop off your ___________ bags. I’ll be in a __________ when I arrive. As a reminder: someone needs to be at the residence/a passcode needs to be provided within 15 minutes of your drop off time to avoid a $50 late delivery fee.
Thanks and see you then!

TRAVEL TIME: 

You have to allow travel time in between reservations. Thursday & Friday traffic in Nashville is insane.  Please be where you need to be 10 mins before you are expected to be there.  Allow for time for your GPS to fail you or for the place to have some weird “back alley entrance”.  Or for the guests to arrive early at the airport.  

DRIVER FAQ

1. Q: Do we do overnight baggage holds? 

   A: Yes, we charge $50 to hold luggage overnight if asked as an add-on to their original service.

2. Q: Can I keep the bags in my car?

 A: Yes, IF you are going straight home and have a safe and secure place to store the bags. If not, bring to storage.

3. Q: What if they have more bags then are originally booked for at time of pickup?

A: That’s fine! Just let Katie know and she will contact them directly to charge them for the additional bags. ALWAYS let them know and be clear that every additional bag will be $10.

4. Q: What if someone wants to change their drop off time?

A: If the new drop off time doesn’t fit into your schedule for the day/is inconvenient, let the customer know it’ll be $50 to change the time (unless it’s an airport pickup/drop since that is included in their pricing). If you can accommodate the change of time in your schedule, we recommend you just do it since typically it makes it easier on your timeline and shows your prioritizing the customer= better tip + review!

5. Q: What if someone asks me to bring their luggage inside a residence?

A: Ask customer to go outside and meet you. For safety reasons we do not enter properties. You can bring bags to door.

Questions? Call/text Katie at 954-600-0636

No question is stupid. We’d rather you ask than not!

Always try to remember the customer comes first..within reason- customer service is our priority and typically going a little above and beyond for customers results in better tips!