Mid Day Playbook

Purpose:

To ensure smooth operations by addressing ongoing tasks, following up on pending issues, and preparing for the remainder of the day’s workload.

Step 1: Mid-Day Review

1. Check-In on Tickets in Maid Central

   1. Revisit the Tickets section in MC.

      1. Address any new tickets received since the morning.

      2. Ensure tickets flagged in the morning are resolved or appropriately updated.

      3. Escalate unresolved or urgent tickets to the manager in Slack.

2. Verify Technician Progress

   1. Use MC to confirm technician clock-ins and status updates.

      1. Reach out via Kumo Konnect or Slack to technicians who:

      2. Are running late for appointments.

      3. Have flagged issues or special requests from clients.

3. Document updates in Slack for manager visibility.

Step 2: Lead and Quote Follow-Ups

1. High Level Opportunities Pipeline

   1. Revisit the Opportunities pipeline in High Level to review leads and quotes.

   2. Focus on:

      1. Leads that showed interest but haven’t booked yet.

      2. Following up on conversations started in the morning.

   3. Update lead statuses and notify the manager in Slack of any hot leads.

2. Adjust Quotes in Maid Central

   1. Make updates to client quotes in MC if necessary, based on conversations or new information.

   2. Communicate updates with leads through High Level to maintain consistency.

Step 3: Payment and Schedule Verification

1. Payment Status

   1. Verify payment statuses in MC for completed services from the morning.

   2. Flag any payment issues in Slack for further action during the end-of-day routine.

2. Upcoming Appointments

   1. Check the schedule in MC for the remainder of the day.

   2. Confirm that all afternoon appointments are on track.

   3. Notify technicians of any last-minute changes or updates.

Step 4: Communication Follow-Ups

1. Emails

   1. Check Missive for emails received since the morning.

   2. Respond promptly to time-sensitive messages.

   3. Flag or categorize non-urgent emails for end-of-day follow-up.

2. Voicemails and Callbacks

   1. Check Kumo Konnect for new voicemails or missed calls.

   2. Return calls and update MC with any relevant notes.

   3. Add unresolved callbacks to the day’s list for prioritization.

3. Slack Updates

   1. Post a mid-day update in the Office Slack channel, summarizing:

      1. Technician progress.

      2. Tickets addressed.

      3. Lead or quote updates.

      4. Any client or scheduling issues requiring attention.

Step 5: Recruiting Check

1. Pipeline Update

   1. Revisit the recruiting pipeline in High Level.

   2. Ensure all new applicants are addressed:

      1. Respond to messages or follow-ups.

      2. Schedule interviews or assessments as needed.

   3. Note any recruiting bottlenecks or high-priority applicants for the manager.

2. Slack Update

   1. Post a brief recruiting update in Slack, including:

      1. Number of new applicants.

      2. Number of follow-ups or interviews scheduled.

      3. Any concerns requiring manager attention.

Step 6: Mid-Day Summary and Prep

1. Compile a Mid-Day Snapshot

   1. In Slack, summarize:

      1. Remaining tasks for the day.

      2. Any issues needing escalation or manager involvement.

      3. Progress on leads, quotes, and tickets.

2. Plan for Afternoon Tasks

   1. Prioritize tasks that need resolution before the end of the day.

   2. Schedule callbacks, follow-ups, or ticket updates to be addressed in the afternoon.

Expected Tools & Systems

• Maid Central (MC): For ticket updates, schedule verification, and payment statuses.

• High Level: For lead and recruiting management.

• Slack: For team communication and updates.

• Kumo Konnect: For voicemails and technician communication.

• Missive: For email follow-ups.

• Knowledge Base:  For step by step How To’s and Policy

Additional Notes

• Tone: Always maintain GreenTree’s brand voice.

• Proactivity: Use this time to catch up on morning follow-ups and ensure the remainder of the day is on track.

• Documentation: Keep detailed notes in MC, High Level, and Slack to ensure a seamless workflow.