Morning VA Playbook

Purpose:

To provide a consistent and efficient framework for Virtual Assistants (VAs) to follow at the start of each day, ensuring tasks are prioritized, lead follow-ups are managed in both Maid Central & High Level, and technician punctuality is monitored.

Step 1: Starting the Day

1.  Check-In

   1. Log in to your workstation and required software: Slack, Kumo Konnect, High Level, Maid Central, and Missive. 
   2. Post a “Good morning” message in the Slack Office channel.

1.  Email Inbox Review

   1. Check Missive for new emails.
      1. Voicemails from Kumo will be in the ‘DreamTeam’ inbox as well as any last minute callouts from techs
   2. Respond to urgent emails and flag non-urgent emails for later.

1.  Review Priorities

   1. Open Maid Central to review the day’s schedule and ensure no last minute call outs and/or customer reschedules/cancels. 
   2. Open High Level to check the Opportunities pipeline for any pending leads or quotes requiring immediate attention as well as any communication from any leads or candidates.

• Recruiting Pipeline Review

1. 1. Log into High Level and navigate to the Recruiting Pipeline.
   2. Review all candidate stages:
      1. New qualified applicants.
      2. Calendar for scheduled phone interviews.
   3. Ensure the candidates are in their correct stage.
   4. Notify the manager in Slack of any updates or bottlenecks in the recruiting pipeline.

Step 2: Morning Task Checklist

• Maid Central Review

1. 1. Verify client schedules and technician assignments. 

• Technician Clock-In Check

1. 1. Confirm that all technicians have clocked in on time in Maid Central (by 9:15 am or 15 min after their first house start time).  
   2. For technicians who haven’t clocked in: 
      1. Call them via Kumo Konnect to confirm they are on their way or discuss potential call-outs. 
      2. Document the situation in Slack and inform the manager of any delays
      3. If they are running late, make sure we notify first customer of the day and potentially the second as well (depending on how late they are). 
      4. Goal: Minimize tardiness and ensure smooth scheduling for the day.

• Lead & Quote Follow-Ups

1. 1. Review the High Level Opportunities pipeline for leads or quotes that require follow-up.  
   2. Make adjustments to quotes in Maid Central if needed (e.g., updates from conversations with leads).  
   3. Communicate with all leads or quotes exclusively through High Level to ensure consistency.

• Daily Reporting

1. 1. Pull client and technician reports from Maid Central. 
   2. Verify all scheduled jobs are ready to proceed without issues (e.g., no overdue payments or scheduling conflicts).

Step 3: Communication Tasks

• Client Reminders

1. 1. Ensure client reminders to clients about their scheduled cleanings went out through Maid Central (daily notifications report).

• Follow-Up Notes

1. 1. Document all communication with leads or quotes in High Level. 
   2. Notify the manager in Slack if a lead moves further down the sales funnel.

• Internal Updates

1. 1. Share any issues, updates, or highlights from the morning in the Slack Office channel.

Step 4: Marketing & Recruiting Tasks

• High Level Campaigns

1. 1. Check for scheduled marketing or recruiting campaigns. 
   2. Ensure all campaign details are accurate and performing as expected.

• Social Media Engagement (coming soon)

1. 1. Spend 10-15 minutes engaging with comments, messages, or mentions on social platforms. 
   2. Escalate client-specific inquiries to the appropriate team member.

• Email Marketing

1. 1. Review email campaigns in High Level. 
   2. Verify templates, recipient lists, and timing for accuracy.

Step 5: Administrative Tasks

• Daily Lead Tracker

1. 1. Update lead statuses in High Level Opportunities and document any movements in the pipeline. 
   2. Review how many pending quotes are in Maid Central and ensure they align with updates in High Level.

• Invoice & Payment Review

1. 1. Use Maid Central to check the payment status for completed cleanings. 
   2. Flag overdue payments and send reminders if necessary.

• Cleaning for a Reason

1. 1. When you receive an email from CFAR, log in to the portal and follow the set up instructions here.

• Prepare for Mid-Day Check-In

1. 1. Note any items requiring discussion or resolution and post them in Slack or bring them to the team meeting.

Step 6: Final Morning Wrap-Up

• Quick Review

1. 1. Double-check all systems for missed tasks, messages, or updates. 
   2. Ensure technician clock-ins are accurate and any issues have been addressed.

• Update Manager

1. 1. Provide a brief update in Slack about technician attendance, pending leads, and any unresolved issues from the morning.

• Expected Tools & Systems

1. 1. Communication: Slack (Office channel), Kumo Konnect, Missive for email.
   2. CRM: Maid Central for client communication and schedule management.
   3. Marketing & Recruiting: High Level for leads, quotes, marketing, and recruiting campaigns.
   4. Task Management: High Level Opportunities and Maid Central tickets.
   5. Knowledge Base:  For step by step How To’s and Policy

• Additional Notes

1. 1. Communication Guidelines: All communication with leads happens in High Level. Once leads convert to customers, communication shifts to Maid Central.
   2. Technician Tardiness: Proactively addressing clock-in delays improves accountability and minimizes client disruptions.

Time Management: Focus on high-priority tasks first and check tools frequently for updates throughout the day.