Complete this with the people who handle inquiries and delivery. Keep the answers short. Review it whenever the offer, capacity or team changes.
Work we want
- Our main services and area: [write here]
- Projects we are well equipped to deliver: [write here]
- Requests we refer, decline or assess separately: [write here]
- Information we need before offering a call or visit: [write here]
Promises we can maintain
- Normal response expectation and working hours: [write here]
- Person responsible for new inquiries and absence cover: [write here]
- Conditions required before a quote can be completed: [write here]
- Conditions required before a booking is confirmed: [write here]
How we make decisions
- Who approves prices and unusual scope: [write here]
- Who can approve changes and customer exceptions: [write here]
- What must be escalated, and to whom: [write here]
- What stops a scheduled customer message: [write here]
How we keep the work visible
- Where the current project record lives: [write here]
- Where confirmed dates and invoices are authoritative: [write here]
- Daily review time and weekly review owner: [write here]
- Who maintains templates, access and automation: [write here]
Use it in a real case. Ask two people to independently decide the next step for the same inquiry. If the agreement sends them in different directions, clarify it. If you work alone, review an awkward recent case against the answers and see whether they would have helped you decide sooner.
This sheet records operating choices. Contract terms, safety procedures and professional requirements still need their own appropriate documents.