# CX Log — Customer Intelligence
Last updated: 2026-03-20

## OPEN ISSUES

### Felicity Schmidt
- **Status:** Open — awaiting photos
- **Type:** Damage claim + reschedule
- **Date:** Mar 15, 2026 (email received)
- **Detail:** Felicity emailed asking to move her Friday Mar 20 cleaning to Wednesday Mar 18. Also reported a large hole in her wall after the cleaner left, suspects something fell and hit it. Has photos.
- **NMC Response (Mar 16):** Rescheduled to Wednesday with a different team. Apologized. Asked her to send photos for investigation. Stated resolving it is top priority.
- **Contact:** fa.schmidt.333@gmail.com | +16479644353
- **GHL Contact ID:** KNs7Zw0yVtrk2QSpFloV
- **Next step:** Follow up if photos not received. Determine if cleaner caused damage. Potential liability.

### Kyle Haas
- **Status:** Open — context needed from Mike
- **Type:** Unknown (thread created in Discord #customer-service by Mike Mar 20)
- **Date:** Mar 20, 2026
- **Background:** One-time customer. First cleaning Dec 11, 2025. Second cleaning Feb 27, 2026. Feb 27 texted asking "How long until you arrive? We are on a tight timeline." Cleaners arrived, service completed. Post-clean follow-up sent Mar 15, no reply visible.
- **Contact:** kylejhaas1995@gmail.com | +14166684707
- **GHL Contact ID:** S641GRAtZCwFH6aL2QUV
- **Next step:** Mike to provide issue details.

### Julie Goodman
- **Status:** Open — pattern complaint
- **Type:** Repeated late arrivals
- **Date:** Mar 19, 2026
- **Detail:** Called twice (Mar 19) to complain cleaners have NEVER arrived within scheduled 12-2 PM window at 2727 Young St. Team claimed 15-20 min wait for building access — customer disputes this (visitor parking gives direct access). Previous appointment also late.
- **Contact:** +16476688652
- **Next step:** Investigate this address/team pattern. Proactive apology + assurance.

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## RESOLVED ISSUES

### Aseefa (last name TBD)
- **Status:** Resolved — Mar 20, 2026
- **Type:** Lost item
- **Detail:** Customer reported a lost item. Turned out she had lost it herself and found it. No NMC fault.
- **Resolution:** Resolved same day. No action needed.

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## OPERATIONAL FLAGS (from call log, not formal complaints)

### Mar 20 — Cleaner Late (43 Northampton St)
- Customer (possibly Mike Ziarko test call?) called to report cleaner hadn't arrived within 12-4 PM window. Cleaner arrived during the call. Apologized.

### Mar 18 — Katie (35 Ball Water St, Unit 303)
- Customer called confused about her appointment — had requested a reschedule but never received confirmation. Resolved on call.

### Mar 18 — Cassandra Heartblade
- Called in sick day-of. Rescheduled to clean without main bedroom. Handled.

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## POSITIVE FEEDBACK

### Dec 2025 — Kyle Haas
- After Dec 11 cleaning: NMC sent review request ("We're so glad you loved your service!") and linked Google review page. Implied positive service outcome.

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## GOOGLE REVIEWS
- **Gap:** No direct API access yet. Need Google Places API key to pull reviews programmatically.
- **Review link:** https://g.page/r/CRaBBkk-VMMLEBM/review
- **TODO:** Set up Google Places API ingestion for automatic review logging.

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## INGESTION SOURCES
- Slack #calls: monitored (call + SMS summaries)
- Slack #emilys-team: need access (Mike to add Harvey)
- GHL conversations: on-demand + periodic sweep
- GHL contact notes: on-demand
- Email (Gmail): available via check-email.py
- Google Reviews: not yet wired (needs Places API key)
- Discord #customer-service threads: monitored