NORTH STAR
SERVICE PRINCIPLES
SERVICE VOICE
EMAIL BEST PRACTICES
MESSAGING BEST PRACTICES
100

Something has gone wrong with the guest's reservation, and this is us overcoming challenges or difficulties.

What is Resolution?

100

This principle is communicating clearly with our guests to set appropriate expectations and keeping them informed on the resolution status.

What is “Resolve It”?

100

This voice characteristic asks us to use fewer words to express what needs to be said.

What is “Concise/Conciseness”?

100

This is the Average Handle Time in responding to emails.    

What is “10 minutes”?

100

Our goal for Messaging is to be freaky fast and respond to SMS and Chat messages from our guests within _____ minutes.

What is “three (minutes)?”

200

This gives the percentage of Interactions for which the guest did not have to reach back out to us within 7 days about the same issue.

What is Fix Rate?

200

This principle involves using warm, reassuring language, listening carefully, and empathizing with guests.

What is “Build a Connection”?

200

This refers to the attitude or approach that the speaker, or writer takes toward the subject, characters, or audience. It's conveyed through word choice, style, and perspective.

What is “Tone”?

200

This punctuation mark comes when a pause is needed.

What is a “comma”?

200

This is a pre-written message used to answer frequently asked questions or common inquiries quickly and efficiently.

What is a “canned response/template”?

300

This metric shows the average time it takes for a rep to receive an interaction, communicate with the guest, and finish all related work.

What is Average Handle Time (AHT)?

300

These are the three (3) Sonder Service Principles.

What are Build a Connection, Take Initiative and Resolve it?

300

This is informal conversation, often used to start a conversation or fill awkward silences. It typically involves light, non-controversial subjects.

What is “small talk”?

300

This is our opportunity in an email to say Hello to the guest! You want to address them by name, as it makes the response more personal.

What is “Salutation”?

300

Paused chats that are waiting on the guest will be auto-closed when the owner goes offline or is Paused for XX amount of hours.

What is "5 hours"?

400

This mindset describes that every problem has a solution, and that we allow our guests to fully explain the problem before making suggestions.

What is a “Solution-oriented (mindset)”?

400

In Sonder, this is a humble, never-ending pursuit. This requires curiosity, empathy, generosity, and an intrinsic passion for improvement.

What is “Better”?

400

This principle reminds us that we’re humans, not robots, and we act like it! We use emojis and casual language, and we match our style to the communication channel and guest.

What is “(being) Modern”?

400

This part of an email is to summarize, provide a final thought, or offer an action point.

What is “Closing Statement”?

400

Carol asked Jude if she can pause chats while she’s on Training to complete a Workday Weekly Digest.

What is “No, you should close the chat/s (and create Follow-ups as needed)”?

500

The question you should ask yourself if you're using Resolution as your "North Star".

What is “Would the guest need to reach out to Sonder again for this issue?”



500

This principle tells us that we take care to follow all process steps, we give feedback on our products, tools, processes and spaces, and we anticipate future issues or requests for both current and future guests.

What is “Take Initiative”?

500

This principle is when we address those guest needs, we use positive, approachable, courteous language. 

What is “Friendly”? 



500

This part is used to introduce the purpose or topic of the email and grab the recipient's attention.

What is “Opening Statement”?

500

Hope the rest of your stay goes smoothly.

Thanks! Have a great day!

Enjoy your time at the pool!

Have a great weekend.

We’re excited to see you soon!

What are “examples of good endings to a chat conversation”?