Office meeting 18-11-2025

Office meeting - 18-11-2025

1. Meeting details

Purpose: Review AI-generated action items, check completions, capture new issues.

Key attendees: Tim, Sasha, Dylan, Jake, James, Stu, Liam, Lewis, Matt, Jack

2. Review of previous action items

- Training documentation: Some updates done, wiki review still needed.

- Canned responses & calculators: Completed.

- Performance framework: Not started; awaiting phone stats rollout.

- Phone system interim improvements: Paused pending new system.

- Sunday/4-hour minimum: Updated; full review with Sasha required.

- Office access & privacy: Still needs communication.

- Noise/shushing: Use sparingly; route issues via Sasha/Dylan.

- Payment links: No major update possible; get card on file if unsure.

- Confirmation emails: Fix believed done; needs verification.

3. New issues & discussion

- Arrival window messaging: Clarify 8am jobs may see early/late arrival.

- Website vs FileMaker estimates: Investigate mismatch; add disclaimers.

- System slowness: Introduce SOS Callback Slack channel; phone calls prioritised.

- Training manual: Convert to checklist-style structure.

- Booth cheat sheets: Consolidate docs into one print version.

- App flow: Fix “hand phone back” button to prevent accidental approval.

- Phone staff respect: Management to check context before criticising.

- AI voice bot: For after-hours/overflow; long-term human role still crucial.

4. Action items summary

1. Wiki review with Lewis – Tim.

2. Training doc protection – Tim/Jake.

3. Performance framework post-stats – Tim/Sasha/Dylan.

4. Four-hour minimum review – Tim/Sasha.

5. Confidential chat process communication – Tim.

6. Reinforce chain of command & shushing rules – Tim.

7. Confirm email corrections – Tim.

8. Update arrival window messaging – Tim/Sasha.

9. Deep dive website vs FileMaker – Tim.

10. Truck capacity alignment – Tim.

11. SOS Callback channel SOP – Sasha/Dylan.

12. Checklist training manual – Tim/trainers.

13. Booth cheat sheet package – Lam/Sasha/Tim.

14. App button flow fix – Tim/James.

15. AI voice bot testing – Tim.