# Slack #customer-service Channel Memory

Last updated: 2026-04-25 15:00

## Open Cases

### Gillian Hull — ACTIVE (Damage Complaint)
- **Status:** Active
- **Customer:** Gillian Hull, 280 Howland Avenue Toronto, 647-627-7050, gillianhull@royallepage.ca
- **Airtable ID:** Customer #21219, Total Spent: $504.55
- **Issue:** Vadim's crew cleaned March 23 — scratched/damaged dining table (multiple scratches). Customer is upset.
- **Assigned to:** Abigael to resolve
- **Reported:** Mar 26 via Vadim's Slack channel
- **Action needed:** Resolution + response to customer. Airtable damage tracker TBD (no existing table found — awaiting clarification from Abigael)

### Cara Matthew — IN PROGRESS
- **Status:** In Progress
- **Issue:** Recurring customer (16 bookings, ~$4,900 spent since 2023) complained her last clean looked like they just "tidied up." Requested cancellation of upcoming appointment, uncertain about continuing.
- **Tag:** Do not assign Vadim
- **Plan:** New cleaning team, sooner date, free appliance clean
- **Response drafted:** Yes (by Harvey, Mar 24) — flagged by Mike: too passive ("when you're ready to rebook" gives customer an out). Needs revision before sending.
- **Action needed:** Revised draft to be approved by Mike before Abigael sends
- **Rule noted:** All customer response drafts must be run by Mike before sending

## Rules / Lessons
- **Customer responses:** Harvey drafts → Mike reviews → Abigael sends. Do not skip Mike review step.
- "When you're ready to rebook" type language = passive, gives customer permission to cancel. Avoid.
- **Every issue gets a thread:** Any customer or staff issue posted in this channel (from anyone) must be organized into its own sub-thread for discussion. Don't let issues get buried in the main channel feed.
- **Airtable Complaints table:** tbl5QLlJXICX7C9L5 in NMC-DB (applisWTLgZJOnYtj) — log all complaints here with status Active until resolved.

## Closed / Resolved
- **2026-03-17 → 2026-03-25:** Earlier thread (context unknown to Harvey) — Abigael confirmed resolved Mar 25.