The operational decision
Connect the monthly offer to specific operating responsibilities. Buy the specific intake workflow the firm needs, with clear limits and evidence. A product logo or broad feature list does not prove that an external calendar, case-management system or escalation route works for this firm.
Prepare the workflow
Check practice-area count, office count, attorney limit, script changes, routing destinations, minutes and support hours; keep complex work separately scoped.
Example wording for approval
“The example agreement covers the stated intake script and routing tree. Additional practice areas, custom integrations or extended support need a separate written scope.”
Worked example
The fictional managed plan includes two script or routing changes monthly, but a sales note promises unlimited customization. Reconcile the documents before activation. Identify the included practice area, office, destination count, minutes, support window and tested consultation connection. Additional case-management work should have its own scope. The buyer should be able to determine whether a proposed new workflow is included without asking the assistant to interpret a vague promise or assuming the monthly price covers every future change.
Handoff record
Record these task-specific fields: included limits, change allowance, support window, buyer.
Acceptance check
Compare an unlimited-customization sales phrase with the written plan. Remove or qualify it unless the agreement actually defines and supports that promise.
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