What is the onboarding process for new families?

Our onboarding process begins with an in-depth discovery phase during the first week, starting with a comprehensive welcome call that lasts 60-90 minutes. During this call, we meet all family members virtually and gain a thorough understanding of household dynamics, current pain points, and priority needs. We also establish communication preferences, discuss service scope, and set clear expectations for our partnership. Following the call, families complete our detailed digital intake form that captures essential information about family member schedules, current service providers, household routines, and budget parameters. We then work together to set up shared digital systems, including calendars, task management platforms, and secure document storage, while establishing appropriate access levels and security protocols to protect your family's privacy. Using this information, we create a customized service plan that outlines which ongoing and project-based services best fit your needs.

How do you handle confidentiality and sensitive information about my family?

Your family's privacy and confidentiality are our highest priorities, and we understand the sensitive nature of the personal information we'll be handling on your behalf. Before we begin any services, we require all parties to sign a comprehensive Non-Disclosure Agreement (NDA) that legally protects your family's private information, ensuring that all details about your household, finances, schedules, personal preferences, and family matters remain strictly confidential. To further safeguard your information, we utilize HoneyBook, a secure, industry-standard client portal that encrypts all data transmission and storage, providing you with a protected environment for sharing documents, accessing your family information, and communicating about sensitive matters. This platform ensures that your personal details, financial information, vendor contacts, and family schedules are stored with bank-level security and can only be accessed by authorized parties. Our commitment to confidentiality extends beyond legal requirements – we understand that trust is the foundation of our relationship, and we're dedicated to maintaining the highest standards of discretion and professionalism in all aspects of our service to your family.

How do you track time and what is your billing process?

All tasks are meticulously tracked and billed to the minute, ensuring you pay only for the exact time spent working on your family's needs – no rounding up or hidden fees. Your family's billing and time tracking are seamlessly managed within your secure HoneyBook portal, where you can access detailed monthly statements that break down exactly how your time was used, what tasks were completed. The precise duration of each activity provides you with complete transparency into our work on your behalf. These comprehensive reports are generated each month within your portal allowing you to track our progress on your projects and see the exact value you're receiving from our partnership, all from one secure, convenient location.

Are your concierge staff trustworthy?

Absolutely. Your family’s safety and peace of mind are our top priority. All of our concierge staff undergo comprehensive background screenings and are fully bonded and insured. You can feel confident knowing that every task, whether big or small, is handled with the highest level of professionalism, integrity, and care.