Orderly Team Lead — Quick Access Guide
Orderly Team Lead Quick Access Guide

Before, During & After
a Project Session

This guide is meant to be used a quick reference for Team Leads on what to check, lead, and follow up on before, during, and after each project session.

1 · Before the Session

A. Review the Project Brief

Before arriving on site, check:

  • Client name
  • Project date, timing, address
  • Assigned team members
  • Space or area to be organised
  • Client goals and priorities
  • Any known sensitivities, concerns, or special requests
  • Photos, notes, or previous session updates if available
  • Any products, measurements, or shopping needs already discussed

B. Client Group Chat and Session Confirmation

When the client group chat is created, reply with a short greeting to acknowledge the client. Keep the tone warm, professional, and reassuring. Do not repeat information already shared by the admin, and use the group chat for project-related communication only.

Suggested message
"Hi [Client Name], I'm [Name], and I'll be the Team Lead for your upcoming session. Looking forward to meeting you and supporting you with your space."

Day-Before Session Reminder

Send a short reminder in the client group chat one day before the session to confirm the timing.

Check before sending:

  • Session date and time
  • Address or access instructions, where relevant
  • Any last-minute changes from the client or admin
Suggested message
"Hi [Client Name], see you tomorrow at [Time]! Please let us know if there are any updates we should take note of before the session. Thank you!"

C. Confirm the Team

Check that all team members know the reporting time and meeting point.

D. Prepare Tools Needed

Before the session, ensure the team has the following:

  • Orderly Apron
  • Measuring tape
  • Phone and power bank
  • Painter's tape and Marker or pen
  • Trash bin liners
  • Project notes or checklist
  • Shopping list template, if used
  • Photo or video reference folder, if applicable

E. Prepare the Team Mentally

Before entering the client's home, remind the team to be punctual, respectful, and professional. Keep client information private, do not make judgmental comments, and ask before moving, discarding, or opening anything unclear. Escalate concerns to the Team Lead.

2 · During the Session

A. Start the Session Well

At the start of the session, the Team Lead should:

  • Greet the client warmly
  • Introduce the team if needed
  • Confirm the focus area for the session
  • Clarify any changes since the last update
  • Set expectations for what can realistically be done within the time
  • Explain the broad flow of the session if helpful
  • Assign team members to areas or specific tasks
Suggested phrasing
"Before we begin, we'll quickly confirm the priority areas for today, then we'll get started with sorting and organising. We'll check in with you along the way whenever we need decisions from you."

B. Lead the Team Flow

The Team Lead should keep an overview of:

  • What each team member is working on
  • Whether the team is moving at a steady pace
  • Which areas need client decisions
  • Whether the space is getting too crowded or messy
  • Whether items are being grouped clearly
  • Whether any team member needs help or redirection

C. Take Measurements

Take measurements when storage products, layout planning, or future shopping may be needed.

Measure and record:

  • Area the measurement belongs to
  • Interior/exterior dimensions: Width, Depth, Height
  • Obstruction clearance, such as hinges, pipes, handles, sockets, or uneven surfaces
  • Available floor or wall space, if relevant

D. Take Photos and Videos

Photos and videos may be taken for project documentation, planning, before-and-after comparison, shopping reference, or team handover. Avoid capturing faces unless approved, and avoid sensitive personal documents, addresses, medication, valuables, or private items. Do not post or share publicly — keep all media for Orderly use only.

Take photos of
  • Before condition
  • Key problem areas
  • Storage dimensions or layout
  • Items that need containers or organising products
  • Completed and Pending areas
  • Product labels, or existing storage items if useful
Take videos when
  • The space is hard to understand from photos alone
  • A walkthrough helps explain layout, flow and zones
  • Other team members need clearer context
  • The space is completed
Suggested video approach
Keep videos short and move slowly, while narrating key points. Capture the full area, then close-up details.

E. Build the Shopping List

During the session, note any products used and/or that may be useful for improving the system.

Include
  • Products used and/or to suggest: area, quantity, purpose
  • Dimensions: width, height, depth
  • Client preference, if mentioned
  • Whether it is essential or optional
Example
  • Clear drawer dividers for kitchen utensils, 3 to 4 pieces, max height 8 cm
  • Stackable bins for snacks, 4 pieces, approx. W 20 x D 30 x H 15 cm
  • Slim hangers for wardrobe, 30 pieces, client prefers white or neutral colour
  • Label clips for pantry baskets, optional

Shopping list might not be needed if client prefers not to buy new products and reuse any existing containers.

F. Manage Client Decisions

When involving the client:

  • Ask clear and specific questions
  • Avoid overwhelming them with too many items at once
  • Group similar decisions together
  • Give gentle prompts when they are unsure
  • Respect their final decision
Helpful questions
  • "Do you still use this regularly?"
  • "Would you naturally look for this here?"
  • "Do you want this to be easy to access, or can it be stored away?"
  • "Would you like to keep this as part of your current lifestyle, or is it from a past season?"
  • "Would you be open to adding a storage product here, or would you prefer to work with what you already have?"

G. Maintain Professional Standards

Throughout the session, ensure the team handles all belongings with care and keeps walkways safe and clear. Avoid gossip or judgmental remarks, do not post anything publicly, keep client information confidential, and speak respectfully to the client and each other.

H. Watch for Sensitive Situations

Escalate or handle gently if you notice:

  • Client seems overwhelmed or emotional
  • Family members disagree
  • Personal or private items are found
  • Valuables, cash, documents, or medication appear
  • Safety hazards are present
  • Team members are unsure what to do
  • The agreed scope is changing significantly
Suggested phrasing
"Let's pause here for a moment and check this with the client before we continue."

I. Keep Time on Track

At key points, check:

  • Are we on track with the planned area?
  • Do we need to narrow the scope?
  • Is there enough time to reset and clean up?
  • Have we taken the necessary photos and measurements?
  • Have we noted product used or shopping needs before items are packed away?
  • What must be completed before we leave?
  • What can be parked for another session?
Suggested time check
"We have about one hour left, so I suggest we focus on completing this section properly, take the key measurements, and leave the remaining area for a future session."

Capture Before You Leave

  • Measurewidth, depth, height, obstruction clearance
  • Photobefore, after, pending areas, product needs
  • Videoshort walkthrough if layout is complex
  • Shoppingitem, purpose, quantity, dimensions, priority
  • Confirmbudget, preferences, who purchases

3 · Ending the Session

A. Final Reset

Before leaving, ensure:

  • The space is neat and safe
  • Items are placed back neatly if incomplete
  • Trash, donations, and undecided items are clearly separated and labelled
  • Labels or temporary labels are added where necessary
  • Team belongings and tools are packed
  • No personal items are left behind

B. Client Walkthrough

The Team Lead should walk the client through:

  • What was completed
  • Where key items are now located
  • How the new system works
  • Any areas that are still pending
  • Any measurements or product needs noted
  • What the client should maintain or follow up on
Suggested phrasing
"Here's what we completed today. We grouped these items by use, kept the frequently used ones within easy reach, and placed the less-used items higher up. We also noted a few product options that may help make this area easier to maintain."

C. Confirm Shopping or Follow-Up Needs

Before leaving, clarify:

  • Does the client want product recommendations?
  • Is there a budget range?
  • Any colour, material, or style preferences?
  • Any brands or platforms they prefer or want to avoid?
  • Who will purchase the items? (Refer to Sourcing Fee Policy for more details on chargeable fees)
  • Should the items be purchased before the next session?
  • Are there any products the client already owns and wants to use?
Suggested phrasing
"We've noted a few possible products that could help, but we'll only recommend what is useful. Would you prefer us to suggest options first, or would you like to use what you already have for now?"

D. Close Professionally

Before leaving, thank the client and confirm any follow-up actions. Take after-photos/videos and check that the client has no urgent concerns. Check if client wants to book next session.

4 · After the Session

A. Submit Session Update

After the project, the Team Lead will update the following:

  • Project Calendar: Date and duration of session, and Team Members present
  • Areas completed/pending
  • Key client decisions and any issues, concerns, or special notes
  • Supplies used or needed
  • Recommended next steps

B. Organise Photos, Videos, and Measurements

After the session:

  • Save photos and videos in the correct project folder
  • Remove duplicates or unclear photos where appropriate
  • Group photos by area
  • Ensure sensitive images are handled carefully
  • Record measurements in a clear format
  • Match measurements to the correct area or product need

C. Finalise Shopping List

Make a copy of the Shopping List template, and rename it with Client's name.

For each recommended product, include:

  • Purpose & Quantity
  • Dimensions
  • Preferred style or colour
  • Priority level: essential, useful, optional
  • Link and reference image, if available
Example
Item: Clear storage bin Area: Pantry Purpose: Breakfast, beverages, snacks Quantity: 3 Size: W 20 x D 30 x H 15 cm

Review it with Rae/Van, before exporting to PDF and sending it to client. Use "TBC" where details are not confirmed.

D. Debrief the Team

Where useful, note what went well or could be improved, any team member feedback, any training gaps observed, and any client-specific preferences to remember.

E. Escalate Important Matters

Escalate to Rae/Van if there were:

  • Client concerns or complaints
  • Injury or safety risks
  • Damaged items
  • Team conduct issues
  • Sensitive client situations
  • Scope changes / Requests outside the agreed project scope
  • Any situation the Team Lead is unsure how to handle

When unsure, pause and check before proceeding.

5 · Team Lead Mindset

As a Team Lead, your role is to hold the big picture and guide the team calmly through each session. You protect the client experience, keep the session moving, and capture the details that will matter later — for future planning, for the team, for the next visit.

You'll make decisions where appropriate and escalate when needed. Throughout, you represent Orderly's standards on site: in how you greet the client, how you guide the team, and how you close out the day.

Remember: a good Team Lead does not need to do everything personally. The goal is to create clarity, flow, and confidence — for both the client and the team.
ORDERLY.