Using Training Files with Rosie

Training files are an easy way to give Rosie more knowledge about your business so she can answer customer questions with confidence.

When to Use Training Files

Training files are best for sharing information Rosie may need to reference during calls, such as:

Price lists or service menus
Business information sheets (policies, FAQs, about us, etc.)
Details about services (e.g., “Full Grooming Package includes bath, haircut, and nail trim”)
Seasonal promotions or special offers
Membership or package details

Think of training files as Rosie’s reference library.

What Not to Include

It’s important not to use training files like a script. Avoid adding:

Instructions for how Rosie should talk or sound
Call-handling directions (like “if caller says X, then do Y”)
If/then scenarios or decision trees
Internal process notes meant only for your team

Rosie doesn’t follow step-by-step instructions in training files. She uses them only as knowledge to answer questions.

How to Prepare a Good Training File

Follow these tips to make sure Rosie can use your files effectively:

Use simple file types
- Spreadsheets (CSV/Excel) or plain text files work best.
- Avoid PDFs, images, or documents with lots of formatting.
Keep it clear and organized
- Use headers to break information into sections
  - Markdown style headers are preferred (e.g., “## Services,” “## Policies”).
- Write in short bullet points or rows instead of long paragraphs.
- Spell things out fully instead of using abbreviations. Rosie won't know what your abbreviations mean.
- Double-check spelling and grammar.
One idea per line
- Put each product, service, or policy in its own row or bullet point.
- Don’t cram multiple topics into the same sentence.
Be consistent
- Use the same terms for the same thing every time (e.g., always “Full Groom,” not sometimes “Complete Groom”).
- Avoid repeating the same information in multiple places.
Avoid contradictions
- Don’t list two different prices or policies for the same service.
- If something changes, update or replace the old file so Rosie only sees the latest info.
Think like a customer
- Ask yourself: “If a customer asked about this, would Rosie have what she needs to answer?”
- Include the details customers are most likely to call about (pricing, hours, service details, policies).

It's okay to include a lot of information as long as you follow the formatting suggestions above. The more organized your content, the more accurate Rosie will be.

Training File Examples

Example: Dog Groomer Service List

✅ Good (Spreadsheet Layout)

Service	Price	Details
Bath & Brush	$35	Shampoo, blow dry, and brushing
Full Groom	$60	Bath & Brush + haircut + nail trim
Nail Trim Only	$15	Includes filing if requested
Flea & Tick Treatment	$25	Add-on to Bath & Brush or Full Groom
Puppy Package	$45	Gentle bath, light trim, nail trim (under 1 yr)

❌ Not Good (Unstructured Text)

We offer a variety of grooming services. Our full groom is $60 and includes a bath, haircut, and nail trim. The puppy package is for dogs under one year old. Nail trims are $15, or you can add flea/tick treatment for $25. A bath and brush is $35. We also offer filing nails if requested.

The spreadsheet version is easy for Rosie to understand because:

Each service has its own row
Pricing is clear and consistent
Extra details are short and direct

The unstructured text version makes Rosie more likely to miss or mix up details.

Example: Dog Groomer Information File

✅ Good (Organized document)

## About Us

Paws and Relax Grooming is a family-owned salon that has been serving the community since 2012. We focus on creating a calm and comfortable environment for dogs of all ages and sizes. Our groomers are trained to recognize signs of stress and work patiently with each pet, making sure every visit feels safe and positive. Many of our clients return regularly because their dogs enjoy the experience as much as the results.

## Grooming Techniques and Approach

We use gentle handling methods and positive reinforcement throughout the grooming process.
All shampoos and conditioners are hypoallergenic and formulated for sensitive skin.
Each dog is dried by hand — we do not use cage dryers.
We tailor grooming styles to each dog’s breed standards and the owner’s preferences.
Special care is given to senior dogs and puppies, including shorter grooming sessions if needed.
Tools are sanitized between each appointment to ensure a clean, safe environment.

## Policies

Vaccinations: All dogs must be current on rabies, distemper, and bordetella.
Late Arrivals: Arriving more than 15 minutes late may require rescheduling.
Cancellations: Please cancel at least 24 hours before your appointment.

## Promotions

Loyalty Program: After 5 visits, your 6th groom is 50% off.
Referral Discount: $10 off when you refer a new customer who books an appointment.

This version works well because:

Information is organized into clear sections with headers (About Us, Techniques, Policies, Promotions).
Details are written in short bullet points instead of long paragraphs.
Content is focused on knowledge Rosie can reference, not instructions for how Rosie should act.

Note - it's okay if you put a lot of information into a single file; it should just be organized and written in a clear manner.