Pre-dive follow-ups

How we work

Every diver who books with us has paperwork and eLearning to finish before they show up. Most won't finish on their own. Our job is to keep them moving without making them feel pestered.

The Dive Follow-Up tool tracks every booked diver, what they still need, and when we last reached out. Cadence (when to reach out) lives on the How to use this tool page. This page covers everything else: who adds whom, where to check status, which channel to use, and what to do when someone isn't responding.

01 Booking

When a new booking comes in

The person who took the booking adds the diver to the tool that same day.

If the booking came in online (no human in the loop), Savannah adds them. (This will eventually be AI's job.)

Set the dive type, the dive date, and the starting status for forms and eLearning (usually "Not Started"). Set a Next Nudge date based on how far out the dive is. The cadence page will tell you when.

02 Prep

Before you reach out

Refresh status from outside the tool first. Don't ask a diver to do something they already did.

What specifically to check depends on the student type.

Discover Scuba (DSD)

Medical forms, waivers, and DSD eLearning. On pro.padi.com: Student Management → DSD Participant Management → search the student's name.

Open Water Referral
  • Medical forms. A student's own form is valid if it's less than a year old. Otherwise, find it in SmartWaiver. If anything on the form looks off, see Doctor's notes below.
  • General waivers. SmartWaiver.
  • Proof of eLearning completion and referral paperwork. Sent in by the student via email or text.
Full Open Water

Medical forms, general waivers, and OW eLearning. On pro.padi.com: Student Management → Student Management Portal (Beta) → search the student's name.

Advanced Open Water

Medical forms, general waivers, and AOW eLearning. On pro.padi.com: Student Management → Student Management Portal (Beta) → search the student's name.

Specialty Courses (Nitrox, etc.)

Medical forms (varies by course), general waivers, and specialty eLearning. On pro.padi.com: Student Management → Student Management Portal (Beta) → search the student's name.

Then update the tool to match what you found.

03 Channels

The four channels

Use them in this order.

  1. FareHarbor canned message. Default for most reach-outs. There's a canned message for each student type, sent through FareHarbor's messaging tab on the booking. Heads up: these go from info@extendedhorizons.com but don't appear in the info@ inbox. To confirm one went out, check the booking history in FareHarbor.
  2. info@extendedhorizons.com. Use this when no canned message fits: a custom situation, a reply to something specific, attaching a document. Sent and received here normally.
  3. RingCentral text. Time-sensitive nudges, or when a diver isn't responding to email. Send from RingCentral, not your personal phone.
  4. RingCentral phone call. The strongest signal. Use when text isn't getting traction or the situation needs a real conversation. Be ready to leave a voicemail explaining why you called.
04 Escalation

When a diver isn't responding

Within two weeks of the dive, if a diver has gone quiet on their current channel, climb to the next one.

Move down one rung at a time.

Concierge bookings escalate differently. See the concierge page when you're working one of those.

If you've climbed the whole ladder and nothing's working, ping the team in Element.

05 Groups

Multi-pax bookings

For groups (couples, families, friend groups), reach out to one point of contact. Usually whoever made the booking. Don't message every diver individually.

Non-DSD groups (a family doing OW together, a group doing AOW) need a more careful approach. See the multi-pax page when you're working one of those.

06 Medical

Doctor's notes

If a diver's medical form flags a condition, the form itself tells you whether a doctor's note is required.

  • If you're not sure, ask the team.
  • The diver can use their regular doctor, a clinic, or urgent care. Email them the form.
  • The signed note has to arrive before dive day, not at the beach.