Your Questions, Answered

Control & Trust

  • Yes — with your approval.

    In the intake process, you choose how you’d like us to communicate with customers.

    Most clients choose to have us communicate as the business, using their approved channels (for example, a shared inbox). This creates the most seamless experience for customers and avoids confusion or delays.

    If you prefer a different approach, we’ll follow your instructions.

    A few important points:

    • You set the rules. You approve messaging style, boundaries, and when conversations should be handed back to you.

    • We escalate at decision points. When a booking, pricing, or prioritisation decision is required, the conversation comes back to you.

    • We represent the business professionally. We don’t impersonate you personally unless you explicitly request it.

    The intent is to keep communication smooth and responsive for customers — while ensuring you remain in control of anything that requires your judgement.

  • You approve the framework — not each individual message.

    During the intake process, we agree on how your business should communicate. This includes tone, language, boundaries, and clear rules for when conversations should be escalated back to you.

    Once those guidelines are set, we operate within them so communication can happen quickly and consistently — without you needing to review or approve every message.

    In addition:

    • We check in regularly to see if there are any promotions, seasonal messages, or updates you’d like shared with customers.

    • Any proactive outreach is always aligned with your preferences and approved direction.

    Our team specialises in customer communication, and we use internal processes and quality checks to ensure messages are professional, appropriate, and on-brand at all times.

    The goal is to remove admin, not create more — while still keeping you firmly in control of what matters.

  • We only need limited access — and only to do the job properly.

    To get started, we ask for access to the specific communication channels we’ve agreed to handle, such as:

    • a shared business inbox (email, social messages, or WhatsApp), and

    • optional missed-call or message forwarding if you’d like us to cover those as well.

    Where available, we may also ask for a simple customer list (for example: name, contact details, and last visit). This allows us to handle things like rebooking prompts, follow-ups, and filling last-minute gaps more effectively. If a list isn’t available or is incomplete, we work with what you have.

    We don’t need access to internal systems, financials, calendars, or staff tools. The service is designed to sit alongside your existing setup, not replace it.

    That said, having the agreed access in place from the start is important. It allows us to properly support communication and accurately assess volume during the setup and evaluation period, so pricing is fair and the service runs smoothly.

    All access is:

    • granted by you,

    • limited to what’s necessary, and

    • revocable at any time.

    We operate under clear confidentiality and data-handling obligations, and all client and customer information is treated as private and used only to deliver the agreed service.

    The aim is to keep setup simple, access minimal, and trust clear from day one.

  • That’s absolutely fine.

    If you’re already replying to a customer, we won’t duplicate or interfere with the conversation.

    We’re there to make sure nothing is missed — not to get in the way of conversations you’re already handling. If a message goes unanswered, a follow-up is needed, or a customer drops off, we step in.

    The aim is to remove the need for you to constantly monitor enquiries and follow-ups, so communication continues even when you’re busy or unavailable.

Scope & Boundaries

  • No — we don’t book appointments or manage your calendar.

    We don’t make bookings, confirm jobs, or manage scheduling on your behalf. Those decisions always stay with you.

    Our role is to move conversations to the point where a booking decision is ready to be made, then hand it back to you to confirm in whatever way you prefer.

    In some cases, having visibility of your availability (for example, knowing when gaps appear due to cancellations) can help us reach out to customers more effectively — but this is optional and discussed during setup.

    The service is designed to create opportunities, not take control of your schedule.

  • We don’t price jobs that require judgement, inspection, or technical decision-making. Anything complex or situation-specific always stays with you.

    However, if you offer clear, standard services with set pricing, you can provide that information during intake. In those cases, we’re happy to communicate those prices to customers as part of the conversation.

    In practice:

    • We can share straightforward prices or ranges you’ve approved.

    • We don’t assess scope, customise quotes, or make judgement calls.

    • Anything that needs your expertise is handed back to you.

    This keeps communication moving without crossing into areas that should remain your responsibility.

  • We acknowledge promptly, then hand control back to you.

    If a customer raises a complaint or a sensitive issue, our first priority is to respond quickly and professionally so the customer feels heard.

    In those situations, we:

    • acknowledge the message promptly,

    • thank the customer for raising the issue, and

    • let them know it’s being reviewed.

    If more information is needed, we’ll ask for it clearly and respectfully.

    We then immediately flag the situation to you with full context. From there, you decide how it should be handled — whether you want to respond directly or have us send a response based on your instructions.

    We don’t make judgement calls, offer compensation, or resolve disputes on your behalf. Our role is to ensure nothing is ignored, delayed, or mishandled while keeping you in control of the outcome.

  • We don’t replace your judgement or run your business — we support communication.

    Our role is to manage customer communication and follow-up in a way that reduces admin and protects revenue. We don’t take on responsibilities that require your expertise, authority, or decision-making.

    In practical terms:

    • We don’t make business decisions on your behalf.

    • We don’t provide technical advice or assess job scope.

    • We don’t resolve disputes or complaints without your direction.

    • We don’t manage internal operations, staff, or finances.

    Where tasks are clear, repeatable, and approved upfront (for example, sharing standard prices or service information), we’re happy to handle those as part of the communication flow.

    Anything that requires judgement, context, or accountability stays with you — and is handed back promptly.

    This keeps the service safe, flexible, and aligned with what it’s designed to do: support communication without overstepping.

Pricing & Commitment

  • Every new client starts with a one-week setup and evaluation period, at no cost.

    During this week, we:

    • connect to the agreed communication channels,

    • operate within your approved rules and boundaries, and

    • handle enquiries, follow-ups, and re-engagement within scope.

    At the same time, we quietly observe communication volume and workload. This allows us to understand how busy your business actually is and where support is most valuable.

    At the end of the week, we propose a simple monthly price based on real activity — not estimates. You then decide whether you’d like to continue.

    There’s no obligation, and no commitment required to proceed.

  • We propose a monthly price, talk it through if helpful, and you decide whether to continue.

    At the end of the evaluation week, we’ll share a simple monthly price based on the actual communication volume we’ve seen.

    If it’s useful, we can also have a short call to:

    • walk through how the service operated during the week,

    • answer any questions you have,

    • discuss pricing, and

    • confirm whether there’s anything additional we should be aware of or able to support within scope.

    From there, you can:

    • continue with the service at the proposed monthly price, or

    • decide not to proceed.

    If you continue, the service carries on without interruption. If not, access is removed and there’s nothing further to do.

    There’s no obligation either way — the evaluation period exists so you can decide based on real experience.

  • No — there’s no contract or minimum commitment.

    Once the evaluation period ends, the service runs month to month.

    You’re free to continue as long as the service is providing value, and to stop at any time if it no longer makes sense for your business.

    We don’t believe in locking small businesses into long-term agreements. The service should stand on its own merits, and you should have the flexibility to adjust as your needs change.

  • That’s expected — and growth is something we’re happy to see for you.

    If your enquiry volume changes over time, we adjust with it. When volume increases, that usually means your business is growing — which is exactly what most owners are aiming for.

    If volume increases, we’ll discuss adjusting pricing so it continues to reflect the additional communication workload. Any change is simply to cover that extra work, and we remain firmly grounded in the principle that the service should cost less than the additional value it helps create.

    If volume decreases, pricing can be reviewed and adjusted down as well.

    The aim is to stay aligned with your business as it changes — fairly and transparently.

Fit & Practicalities

  • It works best for businesses that rely on ongoing customer communication.

    The service is a strong fit for businesses that:

    • receive enquiries by phone, text, or message,

    • have customers who may return, reorder, or follow up, and

    • benefit from timely responses, follow-ups, and re-engagement.

    This includes many service businesses, as well as product-based businesses where enquiries, reorders, or repeat customers are part of the model.

    You don’t need high enquiry volume or perfectly organised systems for the service to be useful. If customer communication plays a role in converting interest into revenue — or bringing customers back — there’s usually value in having someone ensure nothing is missed.

    If you’re unsure whether it applies to your business, the evaluation period is designed to answer that without commitment.

  • Yes — though it’s ultimately up to you.

    We’ve worked with businesses that have relatively low enquiry volume and found the service can still be very effective.

    In many cases, when volume is low, each missed enquiry or unreturned customer matters more — and consistent follow-up, rebooking, and re-engagement can make a noticeable difference.

    That said, whether it’s worthwhile is something you should decide based on experience. That’s exactly why we start with an evaluation period.

    If volume is low, pricing will reflect that as well. We’re firmly guided by the principle that the service should cost less than the value it adds to your business.

    The service is there to support you, not pressure you into something that doesn’t make sense.

  • We operate during extended business hours to ensure prompt responses.

    We monitor and handle enquiries during extended business hours, including outside the traditional 9–5 window. This allows us to respond promptly when customers reach out — even when you’re unavailable.

    We don’t position ourselves as a 24/7 call centre, but we are deliberately available across a broad range of hours so enquiries are acknowledged and followed up in a timely way.

    We’re an Australia-based team, and we keep things intentionally small to maintain high communication standards, consistency, and quality.

    The focus is on reliable coverage and good customer experience — not instant replies at any hour, but nothing important being missed.

  • Usually within a couple of days.

    Once you reach out, we’ll confirm fit, complete a short intake, and set up access to the agreed communication channels.

    As soon as access is in place, the one-week evaluation period begins. For most clients, this happens within a couple of days of first contact.

    We keep onboarding intentionally simple so you can start seeing the service in action quickly.

Anything we missed?

If you have a question we haven’t covered here, feel free to reach out — we’d love to hear from you.