Fulfillment flow
Everything after the sale, from the onboarding link and payment through onboarding, the build, launch, the weekly rhythm, upsells, referrals, renewals and the day a client ends. Follow the arrows down. Every box says who owns it.
Built from the fulfillment SOPs and the version 2 Full Calendar and Move-In agreements. If this board and a client's agreement ever disagree, the agreement wins. Selling lives on the closer board.
OperatorConner. Pricing, contracts, refunds, disputes, hiring and anything outside the offers.
CSMThe client's one contact from onboarding to the end. Onboarding, every message, the build, reports, strategy calls and upsells.
Family setterCalls every family inquiry within 3 minutes and books tours. Up to 3 communities each.
AdsLaunching, testing and scaling. Owner not set yet, so the CSM flags ad problems to the Operator.
CloserSells and hands off. Out of fulfillment once onboarding is booked.
ClientApproves, keeps the calendar open, runs every tour and marks it within 24 hours.
Our team does this
The app does this
A call with the client
A question you answer
Good outcome
At risk, or a rule to watch
Stop or escalate
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