Two exercises to run in your next team meeting.
Two exercises that show you what your team already does on the phone and in writing, using made-up property files and nothing real.
Neither of these teaches anyone what to say. They show you what your team already does, which is more useful and a good deal more uncomfortable.
The two exercises
1. Whoever Picks Up. Almost every avoidable hour in an agency was created earlier, by somebody else or by you last week: a chase that need not have happened, the same thing explained to three people, a complaint that goes formal because the first reply was thin. An AI plays whoever rings about one of thirteen made-up property files. Roughly one call in three, they are asking for something they are not entitled to, perfectly pleasantly. Afterwards it writes the situation out without your answer, so the whole room can say what they would have done.
2. The Agency Next Door. Your team spends the session facing a newly funded agency opening on your patch that wants your clients and your staff. It asks where it would attack you first, which of your landlords it would go after and what it would say to them, which roles it would hire out of you, and what you do badly that it would advertise on. Then it becomes a client who has heard all of that, and your team has to answer it. Not promise to change. Answer.
Two rules that matter more than the prompts
Nothing real goes in. No client names, no staff names, no addresses, no email threads. Both work perfectly well on made-up detail.
The AI never decides what good looks like. It plays a person, or it marks against a standard you set. It is not the authority on a repairing obligation, a notice period or a valuation.
Read it, then run it
The six-page version is below, and the exercises page has the prompts ready to copy and the property files to open.
From Easier To Run, lesson three. See the post on LinkedIn ↗