Helping crews improve
You can raise a company's accepted hours without seeing a single video: watch the numbers in your portal, call the owner early, send the crew sheet and the kit guide, and give one clear fix at a time.
On this page
Why it matters
Every recorded hour that gets turned down is an hour the company was not paid for, and an hour you do not earn $2.00 per accepted hour on. A crew that fixes its camera angle after the first night instead of after the first week can save dozens of hours. Your job is to spot the problem early and get the right fix to the owner.
What you can see today
| Where | What it shows | Use it to |
|---|---|---|
| Today, in your portal | Your companies' accepted, in review and rejected hours over the last 7 days | Spot a jump in rejected hours |
| Companies, in your portal | Each company you brought in: where it stands, its kits and its hours | Find a company that has kits but few hours |
| Earnings, in your portal | Accepted hours and hours waiting for review, company by company | Compare companies, and see what is still in review |
| The owner's own portal | Each recorder's recorded hours, videos and last upload, plus any video Colby flagged with a one-line reason | Ask the owner to read it with you on the phone |
| People, in your portal | Every owner you introduced, with the next step, a follow-up date and your notes | Remember what fix you agreed and when to check |
Today adds up rejected hours across all your companies and does not say which company they came from. Start with any company that has a new crew, then call owners whose accepted hours in Earnings look low for the kits they have.
Signs a company needs help
- Rejected hours show up on Today, or grow from one week to the next.
- A company's accepted hours are far below what the owner says the crew worked.
- A new crew has just finished its first shifts. Check every new crew, problem or not.
- The owner's portal shows a recorder with an old last upload: they stopped recording or stopped uploading.
- The owner's portal shows a recorder as disabled, or a recorder says the app put the account on hold.
- Kits sit at a company with few or no hours.
Talk to the owner
You work with the owner, and the owner works with the crew. Unless an owner asks you to talk to the crew directly, give the fix to the owner or crew lead and let them pass it on.
- Call after the first shifts, before the second night if you can.
- Ask how it went, and listen for the strap, the angle, light and uploads.
- Ask the owner to open their portal and read you each recorder's hours and any flagged reasons.
- Agree on one fix per recorder, not five.
- Send the right page: the kit guide for setup, the crew sheet for the rules.
- Set a follow-up for after the next shift, and check the hours again.
- You
- How did the first week go?
- Owner
- Fine, I think. They recorded every night.
- You
- Good. A chunk of the hours came back rejected, though. Can you open your portal and look at the recorder list?
- Owner
- Two of them look fine. One has a few videos flagged: camera aimed at the room, hands rarely in view.
- You
- That's the most common first-week note, and it's a quick fix. Have them stand like they're working and tip the phone down until both hands are in the middle. Then record 10 seconds and look at it.
- Owner
- I'll do it with him before his shift tonight.
- You
- Great. I'll send you the kit guide page with the picture of what it should look like, and I'll check the numbers again after tonight.
Give feedback kindly
- Talk about the video, not the person. Review checks the camera and the work, not who is a good worker.
- One fix at a time. A recorder can fix an angle tonight. A list of six things gets ignored.
- Show what good looks like. The kit guide has a picture of the right view: both hands in the middle with the work in front of them.
- Use the language the crew speaks best. The crew sheet and kit guide are in English and Spanish.
- Keep it private. The owner talks to one recorder, not in front of the crew.
- Thank people who report a mistake, like something private caught on camera.
- Never push anyone to record more, work slower or redo work. Recording is each person's choice.
| Instead of | Try |
|---|---|
| You did it wrong again. | The camera was aimed at the room most of last night, so those hours didn't count. Tip it down until both hands are in the middle. |
| Your videos are bad. | Your early videos look good. The later ones drift down to the floor. Let's tape the joint so it stays put. |
| You need to record more. | The hours you're recording are good. Let's make sure the strap stays snug so they all count. |
Fixes to send
| What the owner tells you | Likely cause | What to send |
|---|---|---|
| One recorder's videos are flagged for the camera aim | Phone tipped too high or aimed ahead | Kit guide, step Aim at your hands, and the 10-second test |
| Videos start fine and get worse during the shift | The strap slips, or the angle was lost when the phone came out | Tape on the joint; open the jaws, not the knob; check at each break |
| Night work in back rooms gets rejected | Too dark | Lights on in every area; skip areas that stay dark |
| A recorder wore the phone on the chest | Comfort or strap fit | Head strap only, today. If the strap doesn't fit, the owner tells Colby |
| The crew records the same counter twice | Pretend or repeated work | The crew sheet's Good video section |
| The app says an account is on hold | Strikes or a review decision | Stop recording and call Colby. No new accounts |
| A building complained | Something private on camera, or no written OK | Stop recording there, then the building letter and Privacy and keep-out |
Make it part of your week
The Monday review on Your week already covers the numbers. For quality, add three things: ask each owner with rejected hours or a new crew to read you their recorder list and flagged reasons, agree on one fix, and write that fix in the owner's notes in People with a follow-up date.
Companies that stop recording altogether are covered on Keeping companies recording.
The first two weeks of a new crew
The first notes a new crew usually gets are about the strap slipping and hands out of view. Expect them, and plan for them:
- On setup day, each recorder does a short test recording before the first real shift.
- After the first night, call the owner and check the owner's portal together.
- Fix any setup problem before the crew records more.
- In the second week, check that every kit is recording on every planned shift.
The six-week plan the owner follows is the ramp-up plan. More on a company's first weeks is on First six weeks.
What not to do
- Do not tell a crew to redo work or slow down to make up hours.
- Do not tell a recorder to make a new account after a hold or a ban. Call Colby.
- Do not promise an owner that rejected hours will be counted after all.
- Do not share one company's results with another company.
- Do not suggest a different mount, a chest harness or a phone of their own.
Questions
Can I see each recorder's videos?
Not yet. Recorder-by-recorder results and playback are coming to your portal. Today, the owner's portal shows each recorder's hours and any video Colby flagged, with the reason.
Should I talk to the crew directly?
Only if the owner wants you to. Most owners prefer to pass the fix on themselves, in their own words.
What if the owner won't fix the problem?
Show them the hours. Rejected hours earn the company nothing and earn you nothing. If it keeps happening, tell Colby, which also talks with owners about what passed and what to fix.
Does Colby help crews too?
Yes. Colby sets up the kits, walks each company through setup day and checks in with the owner during the first weeks about what passed and what to fix.