Admin
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Customer Journey
Enquiry
Sources:
Friend's recommendation
Instagram
Google
WhatsApp
Fill up enquiry form
Consult
Admin will communicate with potential client via Whatsapp
Clarify needs, ask for photos
Arrange for phone call or teleconsult and provide estimated quote
Confirmation
Once keen to proceed, we will collect 50% of estimated quote as deposit
Draft and send a contract
Admin will assign project to a Team Lead and create group chat with client
To send a client welcome packet
Service Delivery
Project commences
Take before photos
After decluttering, remember to measure the space
Draft shopping list
Return for another session to organise
Take after photos + count products used
Final Steps
Team Lead to list down products used and save in project folder and update actual session hours on calendar
Admin will
Draft and send invoice
Ask for review
Schedule maintenance date in calendar
Project and Time Management
General
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At least 2 rolls of bubble wrap (10-15m long)
At least 2-3 rolls of cling wrap (500mm long)
Newsprint paper
Packing boxes
Masking tape
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If necessary to do an inventory list, here is an example
Customer Service Basics
Dealing with Nasty Clients
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Description text goes here
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Description text goes here
Space Planning
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Ask thoroughly and fully understand their lifestyle and habits
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For things that are most frequently assessed
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Macro vs Micro
Visual vs Hidden
For kids - visual & macro is best
For anyone unsure of their style, go with visual & macro
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Will the client be ok for us to remove the packaging or decant the items?
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Heavy equipment & fragile items should not be too high up
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For kids - If client wants their kids to be able to do certain things independently, they can't be too heavy or high up
For pregnant ladies / soon to be mum - Maternity and baby items should be easily accessible
For elderly - Check what they need accessible the most
For stackable products, keep to a maximum of 2 levels
Organising Products
Where to find
Preferred Products
Our NOT preferred products
Time Estimation for Projects
Assessment
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