The decision to make first
A modest monthly plan can become difficult to deliver when setup quietly expands into many scripts, calendars, locations and custom workflows. Write the included setup work and acceptance criteria before activation, then quote additional implementation separately when the requested scope changes.
What the handoff should contain
List location, number, script count, destinations, business facts, testing tasks, connected systems and the person approving each deliverable.
Suggested wording to approve
Example wording: “The pilot includes the agreed setup items. New locations or custom workflows need a scope review so the office knows what is included before work begins.”
Test the difficult case
Take a fictional request for a second location and an extra calendar through the change process before making either part of the live pilot. Do not describe a configuration review as unlimited customization or imply that every software connection is included in standard setup.
Worked example
Fictional example: A pilot starts with one location and one script, then the owner requests another branch and a separate schedule. The change log should identify the new deliverables and approval before implementation. Calling both branches “the same business” does not make their routing, facts and testing part of the original limited setup automatically.
Review it in operation
Review setup requests that repeatedly exceed the written scope and improve the offer description rather than relying on ad hoc exceptions.
Check before you launch
- Write the included setup work and acceptance criteria before activation, then quote additional implementation separately when the requested scope changes.
- List location, number, script count, destinations, business facts, testing tasks, connected systems and the person approving each deliverable.
- Take a fictional request for a second location and an extra calendar through the change process before making either part of the live pilot.
- Review setup requests that repeatedly exceed the written scope and improve the offer description rather than relying on ad hoc exceptions.
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