Commonly asked questions about how Willow works.

At Willow, we take on a limited number of homes so we can stay fully present for each one. A membership model lets us be proactive, thoughtful, and highly responsive — rather than reactive, like most service providers.

It also gives our clients priority access to our time, our vetted vendor network, and the systems we've built to keep homes running smoothly year-round. Less about volume, more about care.

We start with a 20-minute Discovery Call to understand your home and what you're looking for. If it feels like a mutual fit, we schedule a home walk-through to document your property and build your maintenance profile.

Membership begins once the onboarding is complete. We take on a limited number of new members at a time to make sure the quality stays consistent.

Willow works best for Boulder homeowners who value their time, want a trusted point of contact for home decisions, and are tired of coordinating multiple vendors themselves.

We're not the right fit for someone who wants to be hands-on in sourcing and managing every trade, or who only needs help with a single project. We're a long-term partner, not a one-off service.

We don't perform licensed trade work ourselves — plumbing, electrical, and HVAC require certified tradespeople, and we coordinate those, we don't do them. We also don't act as a property manager for rental properties or replace your homeowner's insurance.

What we do is coordinate, oversee, and advocate for you across every project and maintenance need your home has.

We've designed our pricing to reflect how we actually work — proactively, hands-on, and with a deep bench of vendors behind us. It's structured so you always know what you're paying for, and so our incentives stay aligned with yours throughout.

The membership covers your concierge's ongoing attention and availability. The hourly rate is for time spent actively coordinating, planning, or on-site. The vendor margin covers sourcing, vetting, and maintaining Boulder's best network of tradespeople.

No — Willow handles all vendor payments on the day of service, then sends you one clean, consolidated invoice at the end of each month.

It means no juggling bills, no chasing receipts, and one complete record of everything done on your home.

You'll be thoughtfully matched with your dedicated home concierge. They'll learn your home, your preferences, and your priorities over time — and they'll be your single point of contact for everything.

Your partner for keeping things proactive, organized, and running smoothly.

We're happy to thoughtfully bring your trusted vendors on board. That said, our preference is to manage every relationship ourselves — including the ones already in place — because that's how we deliver the full Willow experience.

Many of these vendors become great additions to our network; if any aren't quite at our standard, we'll address it gently over time.

Splitting vendor management usually creates more confusion than ease, so we'd rather take it all on.

We've tried that approach, and in our experience it tends to create confusion and dilute the experience. When we're not managing a vendor end-to-end, we can't ensure the same level of quality, communication, or reliability — and we don't want to charge for something we can't fully stand behind.

When we manage a project or vendor, we bring them into our system so the work is seamless, insured, and accountable. It's the only way we can truly guarantee the experience we're known for.

Absolutely. We'll be there to let them in, walk them through the work, answer questions, take notes, and lock up afterward. You'll receive a follow-up with all the key takeaways and next steps — without ever having to be home yourself.

We're your advocates throughout the entire process.

We're not a round-the-clock operation, and that's by design — we value protecting our team's personal time.

That said, if a true after-hours emergency arises, we do our best to support you, and in most cases we've been able to offer a meaningful level of assistance.

Yes — we're proud of the relationships we've built. Willow clients tend to be private individuals who value discretion and efficiency, so we're thoughtful about when we make that ask on their behalf. If references are the final piece of the puzzle, we're happy to connect you.

At this time, Willow is focused on serving homeowners in Boulder and a few Denver neighborhoods. Our strength lies in our deep local network and presence — it's what allows us to deliver such seamless, high-touch service.

We can — but it's not the highest-value use of your membership. For small tasks, we'll often walk you through it or batch them with a scheduled handyman visit so your time and ours is used well.

Your concierge's time is best spent on things that require coordination, expertise, or advocacy — the decisions and projects where having a knowledgeable partner makes a real difference.