Your Client Playbook is the operating manual for your customer experience. It tells the AI and your specialists what to say, what they may decide, and when to bring you in.
What it covers
- Your voice — your greeting, your tone, and the phrases nobody on your account may use.
- Your services and FAQs — in the words your customers actually use.
- What we may handle — what we resolve on our own, with limits in plain numbers, and what comes to you.
- Booking and emergencies — how appointments are handled, what counts as an emergency, and who is told how fast.
- The hand-back — where your clean records go, in what format, and how often.
- Your proactive calendar and reporting — check-ins, reminders, and the numbers you care about.
It isn’t a script. A script tells someone what to say; the Playbook tells them what they’re allowed to decide — which is why far less comes back to you.
How it’s built
After a discovery call about how your business really runs, we write it — you shouldn’t have to write your own operating manual. You review it and approve it in writing. Before any real contact, it’s loaded into the AI and tested against sample contacts, from the easy to the angry to the after-hours.
What to review hardest
- The never-say list. Anything missing will eventually be said in your name. Add freely.
- Emergency triggers. Read them as the customer at 2am. Vague definitions get guessed at.
- The handle list. Limits should be numbers, not adjectives — “up to $50,” not “a small credit.”
How it changes
Two ways, both with your approval: you ask for a change, or your monthly Insights recommends one. Every change is logged with what triggered it. The Playbook is yours — you can see it any time, and take a copy with you if you ever leave.
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