Working with Serene
How the work actually runs.
What happens after you say yes, who you talk to, how fast things move, and what we do with access to your business.
After you book
From the first call to steady state.
The audit.
Thirty minutes on how your week runs. You get a written one-page summary of the three biggest drains, ranked. Yours whether we work together or not.
Access and setup.
NDA signed, credentials handed over properly, and we map what is actually happening in your business rather than what is supposed to be.
Week one.
We go straight at the weakest area. Not the easiest one, the most expensive one.
Steady state.
Weekly call, monthly report, and the work happening without you chasing it.
Sending work and hearing back
One channel, and a call that is worth having.
- Send it however you already work.
- Email, WhatsApp, a shared board, or forwarded straight from your CRM. We fit your habits rather than asking you to learn ours.
- A weekly call, not a ticket queue.
- You plan the week with your account lead. We tell you what we are seeing across the business and flag what is about to become a problem. Advice is part of it.
- Updates without chasing.
- You hear from us when something is done, when something is blocked, and when a date is at risk. Not before, not after.
- A monthly report.
- What came in, what went out, and where your time went. Short enough that you will read it.
Turnaround
The weekly rhythm, and the two things that sit outside it.
We plan the week with you and set what gets finished in it. That is the rhythm, and most work lives inside it.
Two things do not wait. Anything on a transaction deadline is tracked to its date, not to the weekly plan. And lead responses go out fast, because a lead that waits is a lead somebody else got.
If something is urgent and unplanned, say so. We would rather reshuffle the week than have you sit on it.
Security and access
What we hold, and how you get it back.
- NDA first.
- Signed before we get access to anything.
- Credentials through a password manager.
- Never over text, email, or WhatsApp.
- Written access list.
- Every system we are let into is written down, so you know exactly what we hold.
- Revoked at the end.
- When an engagement ends, access is revoked and you get the list back to confirm.
- Never your personal MLS login.
- If MLS access is needed, you request an assistant account from your MLS in our name. That is what the rules are there for.
What we need from you
Four things, and then we can work.
- A signed NDA.
- Ours, before anything else happens.
- Access to the systems in scope.
- Through a password manager. Not every system you own, only the ones the agreed work touches.
- Your input on the weekly call.
- The call with your account lead is where the week gets planned and where we tell you what we are seeing.
- A decision when we ask for one.
- Some things are yours to call. We will bring them to you with a recommendation rather than sit on them.
When the workload changes
Busy weeks are the point.
Volume above your plan is handled and billed as overage. We do not stop working and wait for a conversation.
If the higher volume turns out to be your new normal, we tell you before the next invoice, not after, and we reset the plan to match. Two files becomes six. One listing becomes a team. The scope moves with you.
Quiet months work the same way in reverse. You are on month to month terms with thirty days notice, so nothing holds you to a size you have grown out of or shrunk below.
Start with the audit. Thirty minutes, no obligation.
You get a written one-page summary of where your week is going, whether or not we work together.