Admin Training 4

Your job is not to pass client messages to Jose. Your job is to make sure most client messages never have to reach him. Jose already sees every client message as it comes in, so a screenshot of one is not work being done, it is the same message arriving twice. The test for every single thing you send him is this: did it save him time, or did it just move the problem to a different time?

Every client message goes into one of three lanes. Most go into lane 1. Almost nothing goes into lane 3.

• Lane 1, answer it. Check the Admin Q&A page at listinglight.io/admin-qa and Admin Trainings 1, 2 and 3 first, every time, before you ask anything. Turnaround times, what is included, how revisions work, how to send files, scheduling, all of it is already written down. If it is in there, you answer and Jose never hears about it.
• Lane 2, draft it. If you are unsure about a clients message, write your reply exactly as you would send it or send Jose a text asking him not to solve the problem but rather how can he help you solve it. For example, a client says “Hi Jose is the matter port still up for the 2338 Thompson project? I can't seem to find it but I want to use it for a submission” your thought process should be okay, I have no idea what this client is talking about what is matterport and what is this project? When you take this question and you ask Jose so that he could be like, “oh great point, I'm happy that you are actively trying to learn more and be more useful. Let me give you matterport access”
• This includes anything that feels like a delicate topic. Treat it as a direct question to you and only you, and try to solve it with everything you have access to. Only if it is clear you cannot, come to Jose with the question that ends all future questions.

• Every message you send Jose ends with a proposed answer or a question to help improve your skills and knowledge. Never a screenshot on its own.
• Bad: a screenshot of the client's text with "Attention needed." He now has to read the thread, find the project, and write the reply. You added a notification and nothing else.
• Good: "450 Pine St, Jane at Compass. She is asking if she can get the video a day early. The project is finished and the video is already uploaded. I want to reply: 'Yes, I can get that over to you today.' Ok to send? and also where do I see video projects?"

• Ask one level wider than the case in front of you. Not "can Jane have the video a day early," but "when a client asks for early delivery, what is my rule?" One answer, and now you can handle the next twenty alone.