Policies & Procedures

As a general rule it’s best to over-communicate rather than under-communicate. If anything prevents a MP from completing an order on time and as scheduled, or hinders a MP from doing their best work, Operations must be informed.

Critical Updates

Scenarios for notifying Ops include but are not limited to:

• Schedule delays (running late)
• Access Issues
• Notable client interactions
  • Cancellations
  • Order adjustments (add-ons, etc)
  • Rude or unprofessional behavior

Other notable details (“By the way…”)

Client Communication Guidelines

Media Pros must always contact operations first before contacting the client. Operations may give the media pro the go-ahead to call the client in cases such as access or address issues.

Best Practices

• Start with a friendly tone, clearly state who you are, and why you’re reaching out. “Hi this is [name] with Next Door Photos.”
• State the reason for your call or text; stay factual and professional.
• Avoid emojis, casual abbreviations, or unrelated commentary.
• End with a thank you or confirmation (“Thanks! See you soon.”).
• Any time a Media Pro texts a client, always make it a three-way group message with operations.

Things to Avoid

• Upselling or recommending additional services to the seller or homeowner. Direct these to the Realtor.
• Avoid discussions around house sale prices. Always refer to their Realtor.

On-Time Arrival

Media Pros must arrive 5-minutes early to all appointments. When running up to 5-minutes late, Media Pros can call or three-way text the client (see communication guidelines). If running more than 5-minutes late, Media Pros must inform operations first so they can direct next steps. Start with Slack, but if no response, call operations immediately.

Upload Deadline

All Media must be uploaded by 9:00 PM on the day of the shoot (with the exception of live twilights). Notify operations for any late uploads.

Media Pros must never negotiate fees or reschedule appointments directly with the client. All access issues or inquiries regarding cancellation must be directed to Operations.

Weather Policy

With the exception of extreme or unsafe weather (i.e. hurricanes, tornados, snow, etc.), NDP will not cancel due to weather and leaves that discretion up to the client. As long as it’s not pouring rain, our blue sky replacements can work wonders on cloudy days, and our process for interior photography ensures the photos come out nice and bright.

If a Media Pro is prevented from completing a shoot as ordered, they must notify operations immediately, so the client can be notified and arrangements for a reshoot can be made.

Same-Day Cancellations

For shoots canceled same-day (after midnight), Media Pros will receive a “Same Day Cancellation” appointment card, with $30 payment applied.

On-Site Delays & Cancellations

Whether the on-site cancellation is due to access issues, or is a client cancellation, Media Pros will receive an “On-Site Cancellation” appointment with $41 payment applied.

Managing Access Issues

1. Contact operations first via Slack. If there is no response, call operations.
2. Operations will call and email the client and/or give the media pro permission to contact the client.
3. After 5 minutes with no response, another call attempt will be made.
4. After 20 minutes from the appointment start time, the Media Pro should take front exteriors (if possible) and an On-Site Cancellation will be added.
5. Upload exterior photos through the On-Site Cancellation card.

Media Pros may occasionally be asked to wait for the arrival of the client. If a Media Pro spends 30 minutes beyond the typical time required for the ordered services (due to staging delays, special client needs or access issues), they are eligible for additional pay upon approval by operations.

Your appearance reflects the efficiency and professionalism of NDP. Media Pros should aim for a clean, business-casual look during all shoots and events. Name tags and NDP-branded apparel are highly encouraged.

The Pro Standard

• Clothing: Neat, wrinkle-free, and professional. This includes dress pants, clean jeans (no holes), tailored shorts (mid-thigh or longer), blouses, dress shirts, or casual tops.
• Footwear: Closed-toe shoes are required. Inside homes: always wear clean socks, indoor slippers, or use protective “booties” over your shoes.
• Grooming: Neat and tidy. Keep accessories minimal.

What to Avoid

• Casual / Activewear: No gym clothes, hoodies, spandex, beachwear, or sleepwear.
• Inappropriate Graphics: No T-shirts with political slogans, large commercial logos, or offensive imagery.
• Revealing / Worn Items: Avoid anything frayed, excessively worn, or revealing (e.g., muscle shirts, crop tops, or plunging necklines).

On-Site Conduct

• Electronics: Earbuds / headphones are not permitted unless the property is vacant.
• Tobacco / Substances: Strictly NO smoking, vaping, or tobacco usage at or within 100 feet of a property.