Admin Training

• Open Quo and read every new message.
• Sort each new message into one of four buckets: someone wants to book, someone has a question, someone wants an edit, or something else. The sections below tell you exactly what to do for the first three. For "something else", when in doubt, ask Jose.

• Quo: this is our business texting app.
• You will also see a conversation in Quo between the business line and Jose's personal number. Those are automatic updates on where things are in the editing process and any system errors Jose needs to look into. Nothing to answer there, leave it alone.
• Your Quo login: Quo.com login

Booking a shoot

• Aryeo: the booking and delivery platform.
• Your Aryeo login: Aryeo + Google login
• Always try the order form first. It is the fastest path for everyone and it feeds our whole system automatically. Send this, with the link in its own separate bubble so it is easy to tap:

• If they would rather have us book it, collect these four things: target shoot date, property address, the services they want, and any combo codes, gate codes, or lockbox info. If they are a brand new client, also get their email plus first and last name. You can paste this:

• Timing rule for today: if a client wants a shoot today, check with Jose before promising anything. The calendar can look open while the team is an hour away from the listing.
• Timing rule for tomorrow or later: if the slot is open on the Aryeo calendar, book it. No need to ask first.
• If Jose's calendar is fully open on the day they want, offer 12:30 PM as the default time.
• Email is the only thing we truly need to create a new customer or an order (without it we cannot deliver the files). The agent's license number is a bonus: if they want it added, they will tell us.
• A number with no name in Quo: copy the number and paste it into the Aryeo customers section to find who it belongs to. If it is not attached to a customer, ask for their name.
• Repeat client: look at the last thing they booked in Aryeo and schedule that same service again.
• Once you have everything, place the order through the Aryeo order form yourself. The client then gets an automatic confirmation text from our system, so you do not need to send one.
• Two quick video trainings for this, watch them before your first booking:

• Only book shoots beginning at 11:30 AM Pacific Time. If they request earlier, check with Jose first.

What we offer and where we work

• Packages, priced by home size, all starting from: Photo Collection $397 (unlimited HDR photos, aerial drone photos, 2D floor plan, virtual twilight). Photos and 3D Tour $497 (adds Matterport or Zillow 3D tour). Photos and Video $897 (adds cinematic listing video and drone footage). Signature Collection $1,097, our most popular (photos, 3D tour, and video together).
• A la carte: unlimited photos with floor plan $297, cinematic video from $597, Matterport 3D from $250, Zillow 3D tour from $250, twilight photos $175, property website $15.
• Always free: virtual staging for empty rooms, floor plans with every photo package, and unlimited photos. There is no photo count limit and no charge for more images.
• Turnaround: photos are delivered the next morning by email, and same day delivery is available on request. Video first drafts take 24 to 48 hours because the editing is heavier.
• Service area: the San Francisco Bay Area, home base in the South Bay. We regularly shoot from Oakland and Pacifica down through San Jose, Morgan Hill, and Gilroy to Santa Cruz. Anything farther than this should be checked with Jose first prior to shooting.

How we sound

• Warm, casual, first names, and a light smiley where it fits. "Hey Sarah! Happy to help :)" beats "Dear valued customer".
• Keep replies short and concrete. Answer the question in the first sentence, then add what they need next.
• Links always go in their own separate text bubble. Words wrapped around a link make it hard to tap and copy on a phone.
• Never guess. If you do not know pause and ask Jose. Making up an answer is the only unforgivable mistake here.
• Introduce yourself on the first message of the day to each client: "Hey Name, it's [your name], Listing Light's admin", then talk in a nice manner how you normally would. After that first message, text like normal for the rest of the day with that client. The next day, if they text again, introduce yourself again. This way people always know whether they are talking to Jose or to you.
• Sound like yourself, not like Jose. To make it sound natural, add their name and imagine you are talking to a friend. Acknowledge what they said first, then answer. Jose's example: "Hey Sunny! This is [your name], Listing Light's admin. A great time would be 12:30PM".
• When it is obvious the conversation is done, try to always end it with: "As always, we'll be here if there is anything else you need".

• Every client has a row on the Notion clients board. Search their name or phone number to find it.
• Open the board here: Clients dashboard
• The Google Review column tells you where each client stands: Review Left, Review Requested, or No Review. Update it whenever you ask for a review or a new review shows up.
• Two flags to respect before texting anyone: if Subscribed says No, do not text that client at all, tell Jose instead. If the row points to an assistant, message the assistant, not the client.
• One day after a client's photos are delivered, check their row on the Notion clients board. If the Google Review column already says Review Left or Review Requested, you are done.
• If not, text them:

• If they reply happy, send the ask, then paste the review link in its own bubble:

• Then set their Google Review column to Review Requested. When the review appears on Google, mark it Review Left.
• If they reply unhappy or want changes, skip the review ask. Treat it as an edit request and loop in Jose.
• You can spot yesterday's deliveries right in Quo: the automated "Just sent you an email with your new listing files" text sits in each delivered client's thread.

• When a client asks for a change, first get specific before relaying. Which photos exactly, and what exactly should change. Once you get this information you could also scroll up on the text thread to see what address they are talking about, then you can send the message along to the editors.
• Then acknowledge the client: "You got it! I'll pass this to our editor right now and follow up as soon as it's updated :)"
• Relay photo edits to Nico in WhatsApp with this shape: property address, which photos, exactly what to change. One message with everything beats five messages with fragments.
• Editing jobs themselves (like making a virtual twilight) are Nico's, not yours. Pass the request to Nico in the WhatsApp group chat Jose made, so Jose stays in the loop, and always tell him the address.
• If it happens to be a video edit request, hop into Frame.io and find the correct video. You can watch the video, scroll around, and make comments onto that video, as well as easily timestamp the comments by scrolling around.
• Your Frame.io login: Frame.io login
• Own the follow up. Check the editor thread the next day. When the edit is delivered, let the client know it is ready.

• Same day booking requests, always.
• Anything about discounts, refunds, invoices, payment trouble, or a brokerage deal.
• An upset client or a complaint.

• Message Jose on WhatsApp first at +1 (408) 593 2782 so he has your number and can add you to the editor chats.
• Quo login on the main Listing Light line: Quo.com login
• Frame.io login and intro: Frame.io login
• Aryeo login: Aryeo + Google login
• Notion clients board: Clients dashboard