1. sign in to your soona account at book.soona.co

2. click on the ASSIGNMENTS tab

3. click on the assignment for which you’re grocery shopping

4. click on the PRO SERVICES tab 

5. navigate to the GROCERY SHOPPING section

6. review the grocery shopping list and reference images under DETAILS & NOTES

• arrive at studio Monday-Friday 9 am-5 pm

• find the Inventory Coordinator or Crew Lead

  • ATX: Anna or Kristen

  • DEN: Reese or Sky

  • MPLS: Jordan or A. Scott

  • LA: Ian or Livvy

• share estimated drop-off time. 

• game plan with our crew if someone won’t be around during drop off

• keep transactions + receipts separate when shopping for multiple customers 

• drive to the store that will be best for listed items (see our recommend stores below)

  • go to the store that will be the most likely place to find all the items first.

  • for any unfound items, go to another store on the list. 

  • do not go to more than 3 stores.

• text customers who opt-in.

  • use the OpenPhone snippet process below.

  • use your best judgment on whether to skip or replace items using the booking details + shot list provided.

  • take screenshots of any client conversations about skips or substitutions.

if customers opt out of communication proceed without using OpenPhone.

• grab extra items for backups

  • if the grocery list states a quantity of 1, grab 1-2 extra of that item

  • the extras will serve as back ups in the event of items getting damaged during transportation or on set. 

quality check 

as you shop, ensure all items are high quality and with no imperfections. the items you shop for will be styled and photographed so all the details of the items will be visible. please ensure you are only selecting items that are photo-ready. make sure the items align with the shot list and reference images.

checking out

once all items checked for quality and in your cart, check out using the soona credit card. please do your best to refrain from using personal funds for purchase. if the card gets declined text us immediately at 844-577-6662 so that we can help troubleshoot. if we are unable to fix the issue within 10 minutes our team will instruct you to use your own card and be fully reimbursed.  

please hold on to your receipt so you can take a picture and attach it to your shopping submission email once you drop off the items. 

• keep transactions + receipts separate when submitting emails for multiple customers 

• reply to the assignment email for the assigned grocery shopping trip(s)

• use the template below to organize all of the photos + information.

TEMPLATE:

to: hey@soona.co

sub: shopping submission email

body:

[client name]

[booking link / REF #]

[grocery list]

receipt:

[insert receipt image]

inventory photos:

[insert all images]

customer skip / replacement confirmations: 

if they opted not to be contacted, tell us what you skipped / replaced + why.

[insert OpenPhone screen shots]

wait for confirmation from our CS team that the email has been received and all items are accounted for.

• once this email is received, you are good to go! mark this as your end time.

• if you haven’t received a reply after 10 minutes, resend the email + CC collective@soona.co 

• if no reply after 15 minutes (5 min after resending), you may leave + your shopping trip is considered over.

if you get a reply from CS noting there are items not accounted for…

• please go back out to one of our listed stores to purchase the missing item.

• reply to the original shopping submission email with a new group photo and a photo of the new receipt.

• repeated missed items or refusal to go back out to shop for missing items are terms for suspension.

1. find the email inviting you to OpenPhone 

2. if you have not received this invitation, please email collective@soona.co  

3. use the invite link to download the app + set up your account

4. once logged in, you are all set!

customer texting preferences 

• in the assignment notes, you will see if clients opt in or out of texts

• if a client opts out, you may skip all OpenPhone + snippet procedures.

customer contact info

• customer’s phone numbers are shown in the PRO SERVICE TAB under the GROCERY SHOPPING section

what do I text customers?

• • if a customer opts in to texts, use the provided snippet templates below

  • if questions or comments arise requiring a response outside of the templates, direct the client to hey@soona.co.  

begin shopping 🛒

Hi! soona crew here 👋 We’re getting started on grocery shopping for your shoot. We’ll be texting you about substitutions if those come up. You’ll have 10 minutes to respond. If we don’t hear back we’ll move forward without it. 🛒

item cannot be found in store 🤔

Looks like [insert item(s)] are unable to be found at our local grocery store. Would you like me to substitute this item with something else or skip it? 🤔

customer doesn't respond text 😞

We have moved on and [skipped this item / substituted this item with XYZ] since we didn’t hear back. If you need this item, you can always try Instacarting it to us for your shoot.

customer expresses dissatisfaction 😡

We are sorry that this hasn’t been the best experience for you. Please call (844) 257-6662 or email hey@soona.co and our team can help problem solve!

end shopping 😃

That’s a wrap! For the groceries at least 🍏. All of your fresh grocery items will be delivered to the studio + ready for you by the shoot start time! 

If we skipped or replaced any items, they would be mentioned above. You will be charged for the cost of the groceries by our team after your shoot! If you have any further questions, please email hey@soona.co. We'll chat soona! 👋 📸

If you don’t see preloaded snippets email us at collective@soona.co 

a few things are taken into consideration before assigning stylists to bookings:

1. our scheduling team assesses if the stylists' availability lines up with our studio, photographer, and (sometimes) other provider availability.
   
   this is also where allergies, skills, or limitations communicated to us may be taken into consideration. they will assign the providers that meet the clients needs and can get the shoot on the calendar the quickest. (please still review shoot goals to ensure you are comfortable before accepting.)
   
   

if you have not received an assignment, it can just be a matter of time since assignments are given based on client demand.

read more info on assignments here.

while there is no formal dress code for shoppers, a friendly reminder that you are a representative of soona while in the studio. soona is a professional studio and we expect you to dress as a professional while expressing your personal style!

• see examples here

we only wish to ask services of you that you are comfortable + confident accomplishing.

after reviewing the assignment materials (shot list, booking details, pro service profile), if you feel unable or uncomfortable to either obtain or provide the services required, please decline the shoot.

if you have any questions about an assignment, reach out to us via email or text before accepting the shoot. we will be happy to answer any questions, comments, and concerns in order to make sure you feel confident accepting the assignment!

you are welcome to decline any service requests not disclosed to you before the shoot. we practice continuous consent in our studios, so please keep an open dialogue with our crew. let us know as soon as possible if you ever feel uncomfortable.

there is space to share allergies and other notes to soona in your pro service profile.
navigate to this tab on book.soona.co and click "edit" in the top section to update this information any time.

when assigning providers to shoots, our team will look at these notes. however, it is ultimately your responsibility to assess each assignment and ensure your ability to service the shoot needs before accepting or declining.

if we share any new information after acceptance that prevents you from being able to participate, text us as soon as possible or let an in-studio crew member know.