Category
Field notes
What arrives, what the assistant does with it, and where it stops and calls a person. One situation at a time.
- 5 min readThe First Week Goes Wrong in Three PlacesIt is nearly always the same three, and none of them is the model getting an answer wrong. The first week is an audit of your own rules, conducted by something that follows them exactly.
- 4 min readWhat We Do Not AutomateEvery assistant has a list of things it must hand to a person. Ours is short, it is written down before launch, and the reasoning behind each line is the same one sentence.
- 4 min readThe Listing Was Already SoldA flat goes under contract on Thursday. Nobody updates the record until Monday. On Saturday at 22:40 someone asks about it, and the assistant answers from a system that is wrong.
- 3 min readSix Rooms, or OneA Telegram group with members in six countries is usually six conversations that ignore each other. What changes when everyone reads everything is not the volume. It is who answers.
- 3 min readOne Queue Instead of Five TabsThe same customer asked on Instagram, then WhatsApp, then email. Three people answered and gave three prices. Nobody was careless — the three of them could not see each other.
- 3 min readYour Customer Wrote Something Your CRM Has No Field For“Somewhere quiet, my mother has trouble with stairs.” No CRM has a field for that, and it is the whole reason the enquiry exists. What an assistant does with the part that does not fit.
- 3 min readA Booking Request at 02:14A rental enquiry arrives at 02:14 with no dates and no budget. Here is the whole exchange, turn by turn, and what the assistant had to work out before a booking existed.