Where the order actually comes from
A concierge programme sends one email per listing when an agent picks your shop: address, square footage (often blank), package ordered, photography selections, requested date and time, the listing agent’s name and email, access instructions with the lockbox code, and notes. Someone copies that into Aryeo or Spiro. Most orders take about five minutes and go fine. The ones that do not are the ones the customer finds first.
Miss one: the default order form
Shops with several offices or regions have several order forms, and the concierge form is rarely the default. Search the agent, click Place Order, and the page that opens is whichever form is set as their default — often the retail one, with packages the agent is not supposed to buy directly. Under time pressure the order goes in there.
Fix: pick the form deliberately every time, from the dropdown, and never trust the default. If something places orders for you, it should open the form for that office and region by rule, not by whatever loaded.
Miss two: the agent found by name
Two agents with the same name, or one agent with two accounts, and the order lands under the wrong person. The photographer emails the wrong inbox, the delivery goes to the wrong team, and nobody knows until the agent calls.
Fix: find the agent by email address, never by name. The concierge email carries it. If the email is not in your system, that is a new agent — add them first, and treat the order as one that needs a person.
Miss three: the add-on that differs by office
The same programme buys different add-ons in different regions — one office gets two aerial photos, another five, one includes a floor plan in its 3D tour, another does not. The email names the selection; the catalog has three similar products; habit picks the familiar one. The wrong one shows up on the bill to the programme, or as a photographer who did not bring the drone.
Fix: map each office’s selections to its catalog products once, in writing, and keep quantities in the notes to the photographer rather than in the product count.
Miss four: the time zone
The concierge email is written in the agent’s time zone. The shop books in its own. A 2 p.m. request becomes 1 p.m. in the calendar, and the photographer is an hour early or late. Same-day orders make it worse: people order at three in the morning for that afternoon.
Fix: convert before booking, book the nearest open slot inside the requested window, and when nothing fits, do not guess — call the agent and ask what other time works.
What stops all four
Each miss has the same shape: a rule the person has to remember. Rules are what software is for. Concierge Order Intake places the order using the form for that office and region, finds the agent by email, applies the mapped selections for that office, books inside the requested window in the right time zone, then reads the order number back from Aryeo or Spiro. Anything it is unsure about — new agent, no slot, unreadable field — it holds and tells you, rather than placing it wrong.