When a diver's forms or eLearning aren't done, this is the team's default cadence.
Use the time remaining until their dive to decide when, how often, and on what channel to reach out.
1 day out
Day before the dive
Morning. Send the location email, then text to remind and offer help.
Midday. If forms or eLearning still aren't done, call them.
No answer? Wait two hours and call again. Repeat until you reach them and the situation is resolved.
2 days out
Two days before
Morning. Send a reminder email.
Evening. If still incomplete, send another reminder email.
3 days out
Three days before
Send a reminder email in the morning.
1 week out
One week before
Send a reminder email.
2 weeks out
Two weeks before
Send a reminder email.
3 weeks+ out
Three weeks or more
Use your judgment. Read the customer's profile and decide how much prompting they need based on what you've seen so far.