Admin Training 3

When a client wants photos changed, you are the bridge between the client and Nico. Nico cannot talk to the client, so the only understanding of the request he will ever get is the one you hand him. Every minute he spends guessing is wasted, and a wrong guess means the client sees the wrong fix and Nico redoes work and the client looks at us like we’re amatures. So the rule is simple: Nico gets ONE message with EVERYTHING, and if you cannot fill every line of the template below, you are not ready to message him yet.

• Read the client's message twice. If you cannot say in one sentence which photos change and how, you do not understand it yet, and neither will Nico.
• If you are unclear with what the client needs adjusted, ask the client right away: "Which photos are they? The numbers under each photo help." Then try to see what they mean… only if you are still unsure then ask the client for more clarification "What would you like changed on each one?"
• Vague words always get a follow up. "Looks dark" (which rooms, the whole photo or just the windows?), "doesn't look right" (what bothers you?), "clean it up" (remove what?).
• Once you clearly understand what they mean then message the client the training line: "You got it! I'll pass this to our editor right now and follow up as soon as it's updated :)"

• Find the address by scrolling up the client's thread in Quo. or looking up the clients phone number in Aryeo.com Never make the client repeat it, and never message Nico without it.

• Send ONE message in the WhatsApp group, in this shape. A screenshot may follow the message as extra proof.

• Address first, always, exactly as it reads on the project. It is the line Nico uses to find the folder.
• Be as clear as you can with the change requests it's important that you understand what the client wants and needs, so that in case Nico is confused, you can clearly explain it to him. Don't rely on simply copying and pasting a client's text message.
• If the client mentioned its extremely urgent it would also be great to let Nico know, otherwise you dont have to mention any timeline urgency :)

• When Nico says done, check the photos against the request yourself, then tell the client the same day: "Your updated photos are ready, let me know if anything else needs a tweak :)"
• If the client is still unhappy after the fix, loop in Jose

• Bad: a screenshot of the client's text with "Hey Nico, your attention is needed." No address, no photo numbers, no change. Nico has to reverse engineer everything.
• Good: the template above, filled in completely, sent once. Nico opens the folder, edits, replies "done". Zero back and forth.