# Meeting: Mike + Abigael — March 12, 2026 (10:30 AM)

## Agenda

### 1. Scheduling Oversight — Knowing Who's On the Schedule
**What happened:** Mar 9 — Abigael booked an OT deep clean without noticing the customer already had a recurring clean scheduled that same day. She acknowledged she doesn't read client names when reviewing the Sunday schedule — just checks bookings are assigned and cards on hold.
**Discuss:** Should she be doing a name-level check when reviewing the schedule? What would catch this before it happens?

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### 2. Booking-to-Contractor Communication Breakdown
**What happened:** Mar 3-5 — Abigael booked Sachi's deep clean at 8am sharp and immediately updated the time. Emily's team arrived late and said they didn't know the arrival window.
**Discuss:** How are schedule changes communicated to contractors? Is there a confirmation step to ensure they've seen updates?

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### 3. Complaint Follow-Up — Are These Closed?
- **Ricardo Gomes (Feb 13):** Gift clean, customer very unhappy. Reclean was requested — did it happen?
- **Cara Matthew (Feb 17):** No vacuum complaint, 15% discount given. Was the next visit flagged and handled well?
**Discuss:** Is there a system for tracking complaints through to resolution, or is it getting lost in Slack?

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### 4. Arrival Window Adherence
**What happened:** Julie Goodman (Mar 2) — team asked to change arrival to 11am on the day of service. Customer pushed back.
**Discuss:** Process for protecting arrival windows — changes should not be communicated to inflexible customers on the day.

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### 5. ETA Communication to Customers
**What happened:** Kevin (Feb 27) — road delay, hours of back-and-forth, customer had hard deadline (kids home at 4pm). Communication dragged all day before rescheduling.
**Discuss:** Is there a clearer protocol for time-sensitive situations? When do we pull the trigger on rescheduling vs. waiting?

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### 6. Spring Fresh Campaign — Ops Follow-Up
Any new bookings from the campaign that need special attention? Any upsell/deep clean requests coming through?

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### 7. From Old Notes — Still Relevant
- Yelp leads not being responded to
- Issues not being recorded / no tracking system
- Kanban not being used
- Inbox management
- Price adjustment comments (not leaving blank, using coupon codes)
- Is she actually using #calls channel in Slack to monitor Leah?

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## Notes
_(take notes here during the meeting)_

## Action Items
| Item | Owner | Due |
|------|-------|-----|
|      |       |     |

## Follow-Up
_(what needs to happen before next meeting)_