Your first week of answering every client once: a checklist

You do not need a quarter to fix repeated client questions. You need one focused week and the willingness to decide a few policies you have been leaving vague. Here is a day-by-day plan.

Day 1: Collect

• Export three client chats: one easy, one demanding, one recent
• Remove phone numbers, bank details and personal matters
• Find your standard proposal and service agreement

Day 2: Extract

• Use an AI chat app to list every question in each chat, with the answer you actually gave
• Do the same for the proposal: what is included, excluded, limited and due when
• Note the gaps: common questions your documents never answer

Day 3: Decide

• Merge the lists and group questions that mean the same thing
• Mark every group where your past answers disagree
• Block one hour and decide each one, with its exceptions and who handles them

Day 4: Write

• Write the top twenty answers in the client's words, direct answer first
• Keep each one short enough to read on a phone
• Replace soft words: 'usually', 'soon' and 'flexible' become a number, a date and a condition

Day 5: Assign

• Give each answer an ID, an owner by role and a review date
• Add a line to each: hand over to a person when
• Mark the ones that must always go to a person: money owed, complaints, cancellations

Day 6: Put it to work

• Save the ten most-asked answers as quick replies in the WhatsApp Business app
• Ask the whole team to answer only from the table for one week
• Start a simple log: what was asked, who answered, was an entry missing

Day 7: Review

• Read the log together for twenty minutes
• Draft entries for questions that had no approved answer
• Fix any entry that led to a follow-up question
• Choose the next piece to build: the welcome message, the access request or the first SOP

What not to do this week

Do not build a bot yet. A bot trained on undecided policies will repeat your contradictions faster than your team ever did. Do not write answers for questions nobody has asked. And do not let the AI choose your policy; it drafts, you decide.

How to know it is working

Do not count messages. Watch the log. In week one many questions will be marked 'no entry'. If that list is shorter in week three, the system is doing its job. If the same gap appears twice, write the entry that day.

Faqtory gives you the prompts for each day of this plan, the playbook behind it and the workbook to hold the answers.