Home Staging Playbook

This playbook documents the full home staging service process — from the first Instagram DM to post-project close. It defines who owns what, what decision points exist, and what happens at each outcome. It is the source of truth for team onboarding, script creation, and consistent service delivery.

Owner: Steve Magdaraog · Delivery Lead: Imee Magdaraog

[META ADS / ORGANIC CONTENT]
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          ▼
[01] LEAD CAPTURE — Instagram DM
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     Is it a staging inquiry?
     ├── No → Route or ignore
     └── Yes ▼
[02] QUALIFICATION — Customer Service collects details
          │
     Is the client ready to proceed?
     ├── Not yet → Nurture / follow up
     ├── Not a fit → Decline politely
     └── Yes ▼
[03] BOOKING — ₱5,000 down payment + photo submission
          │
     Payment received?
     ├── No after 48hrs → Follow up once → Cold
     └── Yes ▼
[04] SCHEDULE OCULAR — Coordinate site visit date
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[05] ON-SITE INSPECTION — Imee + Design Associate
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[06] PROPOSAL CREATION — PDF: areas, service fee, T&Cs (1 day)
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[07] PROPOSAL DELIVERY & ACCEPTANCE — PDF sent via DM/Viber
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     Client accepts?
     ├── Questions / concerns → Address → Re-send if needed
     ├── Declined → Understand reason → Escalate to Steve
     └── Accepted → Signs + pays 50% service fee ▼
[08] STAGING PLAN CREATION — Slides: zone diagrams + product recs
          │
[09] STAGING PLAN REVIEW MEETING — Google Meet presentation
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     Client approves?
     ├── Revisions → Revise → Re-present
     └── Approved ▼
[10] PRODUCT PURCHASE — Client pays 100% of products
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[11] DAY 1 SCHEDULING — Coordinate products + team
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[12] DAY 1 STAGING — Declutter, organize, decant, place
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[13] FEEDBACK COLLECTION — Client feedback after Day 1
          │
     Additional items needed?
     ├── Yes → Order + label production → Day 2
     └── No → Proceed to Day 2
[14] DAY 2 SCHEDULING — ~1 week after Day 1
          │
[15] DAY 2 STAGING — Final org, labels, documentation
          │
     Client satisfied?
     ├── Minor adjustments → Handle on-site
     ├── Major issues → Escalate to Imee / Steve
     └── Satisfied ▼
[16] FINAL PAYMENT — Remaining 50% (less store credits)
          │
[17] POST-PROJECT CLOSE — Testimonial, content, file

Stage 01 — Lead Capture

Owner: Customer Service Trigger: Incoming Instagram DM related to staging Tools: Instagram DMs (Viber for internal escalation)

Steps:

1. Monitor Instagram DMs daily.
2. Identify the inquiry type — staging, product, general question, or other.
3. For staging inquiries, log the lead and proceed to Stage 02.

Decision Point: Is this a staging inquiry?

Stage 02 — Lead Qualification

Owner: Customer Service Trigger: Confirmed staging inquiry from Stage 01 Tools: Instagram DMs → Viber (once phone number is collected)

Steps:

1. Use the Qualification Script to collect:
   • Full name
   • Property address (barangay + city at minimum)
   • Property type (condo, house, etc.)
   • Areas/zones they want staged (kitchen, pantry, walk-in closet, etc.)
   • Target timeline or move-in date
   • How they heard about Mayfair
2. Log responses internally.
3. Assess readiness to proceed.

Decision Point: Is the client ready to proceed?

Stage 03 — Booking & Down Payment

Owner: Customer Service Trigger: Client confirms intent to proceed Tools: Instagram DMs / Viber, payment link (GCash / bank transfer)

Steps:

1. Send the Booking Confirmation Script with:
   • ₱5,000 down payment instructions (GCash or bank transfer)
   • Request for photos of all areas to be staged
   • What happens next (ocular scheduling)
2. Wait for payment confirmation (screenshot or bank notification).
3. Upon receipt, send the Payment Confirmed Script and log booking.
4. Notify Imee and Design Associate that a new project is booked.

Decision Point: Is payment received?

Stage 04 — Schedule Ocular

Owner: Customer Service (coordinates), Imee (confirms availability) Trigger: Down payment confirmed Tools: Viber (client), Viber (internal team), Google Calendar

Steps:

1. Customer Service checks Imee's availability for the week.
2. Offer the client 2–3 date/time options via Viber.
3. Confirm the chosen slot, send the Ocular Confirmation Script.
4. Add to Google Calendar. Include: client name, address, areas to stage, contact number.
5. Internally brief Imee and Design Associate: share photos submitted by client.

Decision Point: Is a schedule confirmed?

Stage 05 — On-Site Inspection (Ocular)

Owner: Imee (lead), Design Associate (support) Trigger: Confirmed ocular schedule Tools: Phone camera (photos + measurements), notes (Viber / Google Docs), physical measuring tape

Steps:

1. Arrive on time. Introduce team to client.
2. Conduct walkthrough of all areas to be staged.
3. Take measurements of storage spaces, shelves, drawers, and counters.
4. Photograph existing state of all areas (before photos).
5. Conduct informal interview — understand the client's lifestyle, how they use each space, what frustrates them, aesthetic preferences.
6. Note any items the client wants to keep, remove, or is unsure about.
7. Thank the client. Set expectations: proposal delivered within 1 business day.

Decision Point: Is the scope clear and feasible?

Stage 06 — Staging Proposal Creation

Owner: Imee (drafts and approves), Design Associate (support) Trigger: Ocular completed Tools: Google Docs / Google Slides → exported as PDF

What the staging proposal is: The commercial document sent to the client before any design work begins. It covers the areas to be staged, the corresponding service fee per area, the total fee, payment schedule, and terms and conditions. It includes an acceptance/signature page.

Steps:

1. Within 1 business day of ocular, Imee drafts the proposal:
   • Areas/zones to be staged with individual service fees
   • Total service fee
   • Payment schedule: 50% upon acceptance, 50% upon completion
   • Terms and conditions (cancellation, out-of-town, additional days, documentation rights)
2. Imee reviews and finalizes. Export as PDF.
3. Hand off to Customer Service to send to client.

Internal check before sending:

• Is every area discussed during ocular represented?
• Are fees correctly computed?
• Is the T&C section complete and current?

Stage 07 — Proposal Delivery & Acceptance

Owner: Customer Service Trigger: Proposal PDF finalized by Imee Tools: Viber / Instagram DM (PDF attachment)

Steps:

1. Send the proposal PDF via Viber using the Proposal Delivery Script.
2. Give the client time to review — typical turnaround is 1–2 days.
3. Address any questions or clarifications that come back.
4. Once the client verbally accepts (via DM/Viber), request the signed acceptance page (photo of signed page is acceptable).
5. Send payment details for the 50% service fee down payment.
6. Upon receipt of payment, confirm and notify Imee and Design Associate to begin the staging plan.

Decision Point: Does the client accept the proposal?

Decision Point: Is the 50% service fee payment received?

Stage 08 — Staging Plan Creation

Owner: Design Associate (drafts), Imee (reviews and approves) Trigger: 50% service fee payment confirmed Tools: Google Slides → exported as PDF or presented via screen share

What the staging plan is: The design document created after the client commits. It contains zone-by-zone slides showing the layout/organization plan for each area, plus an itemized product recommendation list per zone.

Steps:

1. Design Associate builds the staging plan in Google Slides:
   • One slide (or slide set) per zone
   • Space diagram / layout plan for each area
   • Itemized product recommendations with quantities per zone
2. Imee reviews for accuracy against ocular notes and client preferences.
3. Imee approves the plan. Customer Service schedules the Plan Review Meeting.

Internal check before presenting:

• Does each zone slide reflect what was observed and discussed during ocular?
• Are product recommendations specific, available, and correctly priced?
• Is the product list complete and ready to share post-meeting?

Stage 09 — Staging Plan Review Meeting

Owner: Imee (presents), Customer Service (coordinates) Trigger: Staging plan approved internally Tools: Google Meet, Google Slides

Steps:

1. Customer Service sends the client a Google Meet link and calendar invite via Viber.
2. Send the Pre-Meeting Script 1 day before to confirm attendance and set expectations.
3. In the meeting: Imee walks through each zone's layout plan and product recommendations.
4. Allow client to ask questions, request changes, or flag preferences.
5. Document any revisions in real time.
6. End the meeting with the next step stated clearly: product purchase.

Decision Point: Does the client approve the staging plan?

Stage 10 — Product Purchase

Owner: Customer Service (client-facing), Fulfillment Ops Supervisor (execution) Trigger: Staging plan approved by client Tools: Viber, Mayfair shop / product catalog, internal order coordination

Steps:

1. Send client the finalized product list (from the approved proposal).
2. Client pays 100% of product cost directly (separate from service fee).
3. Confirm receipt of product payment.
4. Fulfillment Ops Supervisor processes the order and coordinates delivery to the client's address or staging site.
5. Confirm delivery date with client.

Decision Point: Are all products available?

Stage 11 — Day 1 Scheduling

Owner: Customer Service (coordinates), Fulfillment Ops Supervisor (logistics), Home Staging Onsite Team (availability) Trigger: All products confirmed and delivery date set Tools: Viber (internal + client), Google Calendar

Steps:

1. Confirm a Day 1 date that aligns:
   • Product delivery at or before Day 1
   • Onsite team availability
   • Client availability to be present or accessible
2. Send client the Day 1 Confirmation Script with:
   • Date and estimated start time
   • What to expect (duration, process, who will be there)
   • What the client should prepare (clear access to staged areas, client present for decisions)
3. Brief the onsite team internally via Viber: project address, zones, any client notes from ocular.

Stage 12 — Day 1 Staging

Owner: Home Staging Onsite Team (execution), Imee (supervision / quality check) Trigger: Day 1 confirmed and all logistics aligned Tools: Physical tools and supplies on-site, Viber for real-time team communication

Steps:

1. Team arrives at agreed time.
2. Walk through all zones with client (or designated contact) before starting.
3. Execute: declutter, sort, organize, decant pantry items into containers, place initial products.
4. Client is available during the day for decisions (keep or remove items, preferences).
5. Document progress with photos throughout.
6. End of Day 1: team walks through completed work with client informally.
7. Notify Customer Service that Day 1 is complete.

Day 1 ends when: All initial staging is done and client has done a walkthrough.

Stage 13 — Feedback Collection

Owner: Customer Service Trigger: Day 1 completion notification from onsite team Tools: Viber

Steps:

1. Send the Day 1 Feedback Script to client within 2 hours of team leaving.
2. Collect structured feedback: what they love, what they'd like adjusted, any additional zones or items they want addressed.
3. Share feedback with Imee and Design Associate.

Decision Point: Are additional products or labels needed?

Stage 14 — Day 2 Scheduling

Owner: Customer Service (coordinates) Trigger: Feedback collected, additional items (if any) confirmed Tools: Viber, Google Calendar

Steps:

1. Schedule Day 2 approximately 1 week after Day 1.
2. Align: additional product/label delivery, onsite team availability, client availability.
3. Send client the Day 2 Confirmation Script.
4. Brief onsite team with client feedback notes and any new items to be applied.

Stage 15 — Day 2 Staging

Owner: Home Staging Onsite Team (execution), Imee (supervision / final QC) Trigger: Day 2 confirmed and all logistics aligned Tools: Physical supplies, label applicator, Viber, phone camera for documentation

Steps:

1. Team arrives at agreed time.
2. Apply feedback from Day 1: adjustments, additional products, new labels.
3. Complete final organization across all zones.
4. Conduct thorough documentation — take final "after" photos of all staged areas.
5. Walk through all completed areas with client.
6. Confirm client satisfaction before leaving.

Decision Point: Is the client satisfied?

Stage 16 — Final Payment

Owner: Customer Service Trigger: Day 2 completion confirmed by Imee Tools: Viber, payment link / invoice

Steps:

1. Send final invoice: remaining 50% of service fee, adjusted for any unused product store credits.
2. Clearly itemize: original service fee, amount already paid, unused product credits applied, final amount due.
3. Due date: within 3 business days of Day 2 completion.
4. Upon receipt, confirm and send the Project Complete Script.

Decision Point: Is payment received?

Stage 17 — Post-Project Close

Owner: Customer Service (testimonial/content request), Social Media Creator (content production), Imee (relationship) Trigger: Final payment confirmed Tools: Viber, Instagram, internal project folder

Steps:

1. Send the Thank You + Testimonial Request Script via Viber (within 24 hrs of final payment).
2. Request permission to use before/after photos for social media content.
3. If approved, Social Media Creator prepares content using project photos.
4. File all project documents in Mayfair/Staging/Projects/[yyyy-mm]_[clientname-property]/.
5. Update inventory records if any supplies were used or restocked.
6. Imee sends a personal follow-up message 2–4 weeks post-project to check in.

• Version this document each time a process changes. Update the version number and date in the frontmatter at the top.
• Script updates: When a script is revised based on client feedback, note what changed and why.
• Decision outcomes: If a new outcome emerges repeatedly that isn't listed, add it to the relevant decision point.
• Owner changes: When team roles shift, update the stage ownership fields immediately.