Afternoon/Closing VA Playbook

Purpose:

To ensure all daily tasks are completed, systems are updated, and the next day is set up for success by addressing outstanding tickets, handling payments, preparing schedules, and providing sales updates.

Step 1: Final Check on Tickets in Maid Central

• Review Open Tickets

1. 1. Navigate to the Tickets section in Maid Central (MC).
   2. Review all open tickets for the day.
   3. Close Tickets: Ensure all tickets are resolved or documented if pending additional follow-up.
   4. Escalate unresolved issues to the manager if required.

Step 2: Payment Processing

• Charge Cards for the Day (by 4pm)

1. 1. Log into the Payments section of MC.
   2. Verify all services completed for the day have been invoiced.
   3. Process credit card payments for all completed appointments.
   4. Confirm payments have been successfully processed.

• Follow-Up on Payment Issues

1. 1. For declined payments or outstanding balances:
      1. Notify the client via SMS, email or phone.
      2. Add a note in MC and Slack for the manager.

• Record deposits 

1. 1. Log into Authorize.net and pull up deposit info
   2. Record Deposit in Quickbooks
   3. Detailed instructions are in Knowledge Base

Step 3: Review and Prep Next Day’s Schedule

• Review Next Day’s Appointments

1. 1. Access the schedule in MC.
   2. Verify that all client details (address, preferences, special requests) are accurate and complete.
   3. Ensure all Service Agreements are signed for all new customers.
   4. Ensure technicians are assigned to all jobs (no jobs are left unassigned).
   5. Check for any client preferences, special requests, or updates for the next day’s appointments.
   6. Note any gaps or potential scheduling conflicts and flag them in Slack if necessary.
   7. Utilize the scheduling chart/map if needed.

• Prepare Notes for Technicians

1. 1. Check if any specific instructions need to be communicated to technicians for the next day’s cleanings.
   2. Use Slack or MC to notify technicians of these details (this can also be done in the job instructions if they are a one time instruction) especially if there are notes from a prior complaint.

Step 4: Communication Follow-Ups

• Emails

1. 1. Check Missive for any emails received during the day.
   2. Respond to or flag emails as needed.
   3. Document any pending issues that require a follow-up and note them for the next day.

• Voicemails

1. 1. All voicemails from Kumo will be in the DreamTeam email inbox.
   2. Return all voicemails received, or add them to the callback list if unanswered.

• Pending Callbacks

1. 1. Review the day’s callbacks.
   2. Note any unresolved callbacks in MC or Slack, tagging the manager for visibility.

Step 5: Posting Sales Stats

• Compile Sales Data

1. 1. Pull the day’s sales data from High Level and MC.
   2. Include the following:
      1. Total new leads received.
      2. Number of quotes sent.
      3. Number of bookings (one-time, recurring, or MIMO).
      4. Revenue booked for the day.

• Post in Slack

1. 1. 1. Go to the Sales Slack channel and post a summary of the sales stats for the day.
      2. Format Example:

• Daily Sales Stats:

– New Leads: [#]

– Quotes Sent: [#]

– Bookings: [#]

  *One-Time: [#]

  *Recurring: [#]

  *MIMO: [#]

– Revenue Booked: $[Amount]

Step 6: Daily Summary Report

• Compile a Summary

• • In Slack, post an end-of-day report in the Office channel, including:
    • A summary of tickets closed and any pending.
    • Details of payments processed, including any declined transactions.
    • Notes on the next day’s schedule, including flagged issues or special instructions.
    • A list of pending communications (emails, voicemails, callbacks).

• Manager Escalations

• • Highlight any escalations that need the manager’s attention for follow-up.

Expected Tools & Systems

• Maid Central (MC): For ticket management, payment processing, and scheduling.
• Slack: For internal communication and daily summary reporting.
• Kumo Konnect: For voicemail and callback management.
• Missive: For email management.
• High Level: For lead tracking and sales stats.
• Knowledge Base:  For step by step How To’s and Policy

Additional Notes

• Organization: Always mark pending items clearly in MC or Slack for easy follow-up. (Utilizing the ticket Kanban in MC or not marking items complete in Slack)

• Time Management: Allocate the last 30-45 minutes of your shift for completing these closing tasks.

• Proactivity: Stay ahead by addressing issues promptly and planning for the next day.

• Documentation: Keep clear records of tasks, tickets, and updates to ensure seamless handoffs and follow-ups.