Situs kickoff: run of show

Gera's script for Friday's call: what to say, what to get, what to tick off. Goal: leave the call with a clear go for nights and weekends starting Saturday night.

Fri Oct 16 · 11:00 to 12:00 Mountain · Google Meet · Eileen, Hugo, Miriam, Courtney, Beryl, Gera, Fede · ticks save for everyone

The five things you must leave with: staff logged in, the weekend on-call names and numbers, a Situs admin creating Clara's AppFolio user today, Eileen doing Crexendo steps 1 and 2 today, and a time for Saturday's switch-over and test call.

Before the call 10 min

Open the plan page to share on screen: share.propflowai.co/79158c62
Have the Crexendo steps PDF open (it's in the email you sent Eileen).
Check Miriam, Courtney and Beryl have their invite emails. Resend from Team settings if not, so they can log in during the call.
Optional: call (720) 740-4240 yourself. Clara should answer "Thanks for calling Situs Group".
Have the 12 emergency types ready to show (section 4).

Open 1 min

Starting Saturday night, Clara answers your calls on nights and weekends, instead of MCC. During office hours nothing changes: your team answers like today. Today we'll show you where everything lands, and get the handful of things we need from you to switch it on.

1. What changes, what doesn't 5 min

Walk the phone tree on the plan page.

Call	Office hours	Nights and weekends
Emergency	Your team, as today	Clara tells them to call 911 if it's dangerous, and rings your on-call chain at the same time
Repair	Your team, as today	Work order in AppFolio as tenant requested. Beryl assigns next business day. Clara never sends a vendor.
Leasing	Your team, as today	Answers questions, books showings
Anything else	Your team, as today	Takes a note for your team

Clara replaces MCC at night. Same job, plus she can answer leasing calls and book showings.

If they ask "what if Clara gets it wrong?" Every call is recorded and summarized in Propflow, and we review the first weekend with you at the check-in.

2. Log everyone in, live 10 min

Miriam logged in
Courtney logged in
Beryl logged in

Then tour: where work orders, call notes, recordings and leads show up.

Anything Clara does shows up here, with the recording and a summary. Beryl, this is where you'll see the overnight repairs Monday morning.

3. Phones 10 min

Eileen, you have the steps by email. Steps 1 and 2 are safe any time, nothing changes for callers. Steps 4 and 5 are the actual switch, and we'd like to do those together on Saturday with a test call.

Who has admin on the Crexendo account? (name)
Eileen (or admin) does steps 1 and 2 today must
Saturday switch-over time agreed, with a test call together must
The two other numbers that ring the main line: what are they, and should they follow the night rule?
Asks for Dani are with Eileen: a ring instead of the "forwarding" message, recording access, caller ID passing through (nice to have, not blocking)

If they ask about the 3-second delay: that's Crexendo's "your call is being forwarded" message. Dani can swap it for a normal ring.
If they ask how to stop it: set the night setting back to what they wrote down in step 1. (Night Mode sends calls to Clara, it doesn't turn her off.)

4. Emergencies 10 min · can't skip

Who's on call this weekend, phone numbers, in order must
At 2 AM: only Chauncey, or the full chain (on-call tech, all techs, Matt, Eileen, Hugo)?
They checked our emergency list against their AppFolio "issue urgencies" list
Overnight non-emergency repairs: on-call gets a heads-up email. Confirm that works for them.

What we loaded (Clara treats these as emergencies):

Fire, or smoke
Gas leak or gas smell
Flooding, a ceiling leak that's flowing or spreading, a pipe leak
Sewage backup
No heat when it's under 50°F
Electrical hazard: sparking, burning smell, exposed wires
No water anywhere in the home
An outside door or window that won't lock

Anything else a caller calls an emergency: Clara asks what's happening, then decides from this list.

5. AppFolio 5 min · most important ask

We need a user in AppFolio just for Clara: clara+situs@propflowai.co. A Situs admin has to create it. Without it, Saturday's repair calls still get answered and emergencies still ring your on-call, but the work orders won't go into AppFolio, and your team would enter them by hand on Monday.

Who creates Clara's AppFolio user, and today? must
Confirm: work orders as tenant requested, with their maintenance categories

6. Leasing 5 min

Lee and Davey connect calendars, clear blocks that aren't real meetings
Lockbox codes for the 3 self-guided tour properties (which properties, who Clara texts for a code)
Start with Zillow leads only
Showing length, and Lee or Davey offered first

We'll start Clara on Zillow leads only, so she doesn't step on leads your team is already working.

7. Miriam's "never say" list 5 min

Miriam, what should Clara never say or promise? We'll write it down now.

8. Close: go or no-go 5 min

Read this table back to them.

For Saturday	Who	Needed?
Crexendo steps 1 and 2 today, then 4 and 5 with a test call Saturday	Eileen	Must
On-call names and numbers	Eileen / Hugo	Must or keep stand-ins one weekend
Clara's AppFolio user	A Situs admin	Strongly preferred
Staff logins	Miriam, Courtney, Beryl	Done in call
Calendars and lockbox codes	Lee, Davey / Eileen	Leasing only

They said go for Saturday night
Check-in booked, 1 to 2 weeks out: we bring a readout of every call Clara took

Next step, when you're ready: Clara can sit in front of every call. Your team still answers during the day, and everything gets recorded, so you see the full picture. That's the "first answerer for everything" Hugo mentioned.

After the call same day

Send Situs's on-call names and numbers to Claude to replace the stand-ins
Send their emergency list changes to Claude
Send Miriam's never-say list to Claude
Fede: turn on Zillow leads once logins and calendars are done
Saturday: say go, Situs flips Crexendo, test call together

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