Office meeting 28-08-2025

Office meeting - 28-08-2025

Attendance

• Anthony Perry

• Sam Haughton-Greene

• Sascha Planert

• Jake Joyce

• Pete Large

• Lewis Macdonald

• Matthew Windsor

• Tim Bishop

Non-attendance

• Brando To’Omata

• Henry Osborne

• Graeme MacLean

• Adam Lynch

• Dylan Martens

• Sarah Driscoll

• Stu Daulman

• Ian Keleher

• James Walshe

• Damon Hall

• Sachin Smith

• TJ Sagele

• Jack Tandy

Office & Ops Meeting — Minutes

Date: 28-08-2025 11:30 - 12:00

Recorder: compiled from live discussion

⸻

1) Documentation & Wiki Consolidation

Discussion

• Jake’s office guides (currently in The Man Gmail) moved into the Wiki; now suggest-edits by default. Jake + office supervisors retain edit rights.

• Desire to create a single Google Doc “Office Manual” using document tabs (sections) as the master source of truth, and mirror it to the Wiki for search/reading/printing.

• Remove duplicate/out-of-date docs; link any necessary stand-alone pages.

Decisions

• One master Office Manual in Google Docs (tabbed), mirrored/read-only on the Wiki.

• Editing limited to named editors; everyone else can comment/suggest.

Actions

• Jake: Review and update “Jake’s guides” content into the new master doc.

• Tim: Set/verify permissions (Editors: Jake + office supervisors; others: comment).

• All: Send any other office training docs to Tim for consolidation.

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2) Canned Responses & Permissions

Discussion

• Current canned responses are too easily altered by accidental edits.

• Request to lock them to prevent backspacing/overwrites.

Decision

• Canned responses will be comment-only for most; edit rights limited to designated editors/office supervisors.

Actions

• Tim: Duplicate canned responses into Wiki structure, replace old links, set comment-only permissions.

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3) Overtime/After-Hours Calculator & Policy Links

Discussion

• Lewis built a calculator (already in Sheets) with protected input cells; useful for onboarding and consistency.

• Need linkage to After-Hours Charging Policy and a future tool that flags after-hours windows automatically.

Decisions

• Make the calculator the standard tool; embed in Wiki and keep a direct link.

• Build an “enter times → tells if after hours applies” helper.

Actions

• Lewis → Tim: Share the current Sheets calculator (ensure it’s in a MWAV-owned location).

• Tim: Rebuild or adopt into the Wiki (embed), keep a public-to-staff view link; add explicit link to after-hours policy.

• Tim: Draft the time-window helper (auto-determines after-hours/4-hour minimum trigger).

⸻

4) Phone System: Stats, Routing, & Performance

Discussion

• No current phone stats while new system is being rebuilt; makes performance feedback difficult.

• Concern about perceived under-performance without data; need fair monitoring/feedback.

• Phones ring to everyone → some ignore; individual login/queues/groups would help.

• Occasional single-person closing shifts cause overload (calls + end-of-day admin).

• Website blocking (“YouTube gate”/site blocks) occurred without consultation; some work sites were affected.

Decisions

• Consult office staff before implementing blocks or access changes.

• Aim for two people on close where possible; build contingency for absences.

• Explore queueing/ring-order once tech supports it.

Actions

• Tim: Re-raise with devs the feasibility of interim routing/queue improvements and a path back to basic stats ASAP.

• Tim: Commit to consultative comms for any future site blocks; post proposals in #office channel first.

• Schedulers/Leads: Where feasible, roster two closers; review days with committee meetings to avoid thin coverage.

⸻

5) Performance Management Without Stats

Discussion

• Need a transparent, fair approach until stats return.

• Web-request assignment/naming helps distribute work; phone answering harder to evidence.

Decisions

• Continue using named web requests for fairness.

• Develop an interim qualitative framework (peer observations, ticket throughput, callback times captured informally) until stats are restored.

Actions

• Tim + team: Draft a lightweight interim performance rubric and share for feedback.

⸻

6) Sunday Work — Four-Hour Minimum (and V2/B3 Minimums)

Discussion

• How to communicate the 4-hour Sunday minimum without bait-and-switch vibes, yet allow waivers when we backfill with other jobs.

• Anthony posted three proposal wordings to review.

• B3s now have a 4-hour minimum; canned responses updated.

• Mention of V2 jobs into T2s (bugbear) and clarity needed.

Decisions

• Provisional stance: tell customers “4-hour minimum” up-front; if scheduling allows, pleasantly charge less.

• Ensure Road + Office share the same message.

Actions

• All: Read Anthony’s three options and vote/comment.

• Tim/Comms: Finalize canonical canned response for Sundays (and reflect B3 minimums).

• Ops: Clarify/communicate the V2→T2 handling and where it’s appropriate.

⸻

7) Scheduling Principles (Start New Vehicle vs Fill Gaps)

Discussion

• Preference (when >1–2 days out): start a new vehicle day rather than peppering awkward gaps; re-optimize the day prior (move jobs ±30–60 min).

• Avoid leaving isolated 1–1.5 hr holes (e.g., Sat 10:00) that are hard to fill.

• Book the appropriate vehicle for the job; later, if capacity opens, shuffle to improve fit and rates.

Decisions

• Adopt “new day if >1–2 days out; optimize the day before” as standard practice.

• Always leave notes if deviating from the norm; ask if on the fence.

Actions

• Schedulers: Apply the rule consistently; annotate rationale in notes for exceptions.

⸻

8) Office Access, Privacy & Noise (“Shushing”)

Discussion

• Reason for “exit-only” door: reduce disruptions from casual drop-ins.

• Staff occasionally need private manager chats; concern about privacy in the office space.

• “Shushing” felt patronising when volume isn’t actually a problem.

Decisions

• For sensitive discussions, use the bunker meeting room; consider a small “book a private chat” notice.

• Reduce casual shushing; rely on situational judgment and self-moderation; managers to lead by example.

Actions

• Tim/Office: Post guidance for private meetings (how to book/use the room).

• Managers: Model considerate noise cues; “shush the shush.”

⸻

9) Payments & Card Collection

Discussion

• Customers reluctant to provide card over phone; request a secure portal/link.

• Merchant Warrior link/tokenisation exists for delinquents; could be used at booking.

• On-truck terminals: useful but operationally tricky (manual handling, accountability).

Decisions

• Enable send-payment link at booking (tokenise card securely).

• Continue terminals where practical; reinforce mover/office coordination to confirm payment before leaving drop-off.

Actions

• Ed/Systems: Confirm MW link workflow for new bookings and share a quick guide + canned response.

• Office: Start offering “secure link” option during bookings.

• Movers/Office: Ensure payment is secured (token or terminal) before leaving.

⸻

10) Comms & Confirmations

Discussion

• Sunday hours in confirmation emails were previously wrong; reportedly fixed—needs verification.

Decision

• Verify correction.

Action

• Office: Send a test Sunday booking to confirm email content; if wrong, raise and fix.

⸻

11) System Maintenance Timing

Discussion

• System rebuilds/maintenance occasionally freeze workflows at peak times (lunch/early afternoon), affecting phones and job flow.

Decision

• Avoid maintenance during midday peaks where possible.

Action

• Tim: Coordinate with devs to schedule heavy tasks after 6pm or off-peak; communicate windows in advance.

⸻

12) Closing Shift Coverage

Discussion

• Solo close can be tough (continuous calls + admin wrap-up).

• Committee-day rosters often thin out coverage.

Decisions/Actions

• See §4 actions: aim for two closers and plan around committee days.

⸻

Parking Lot / Open Questions

• Timeline for basic phone stats during rebuild?

• Final wording choice for Sunday 4-hour minimum (Anthony’s proposals).

• Clarify process/do’s & don’ts around V2 → T2 conversions.

• ETA and user guide for booking-time payment links.

• Publish the interim performance rubric.

⸻

Summary of Key Decisions

• Single Office Manual as master source; Wiki mirrored, comment-only for most.

• Canned responses locked to comment-only (editors only).

• Adopt “new day if >1–2 days out; optimise day before” scheduling rule.

• Communicate Sunday 4-hour minimum up-front; delight if reduced.

• Consult before site blocks; target two closers where possible.

• Use secure payment links at booking; terminals where practical.

• Private chats in meeting room; reduce non-essential shushing.

• Avoid midday maintenance; verify Sunday confirmation copy.