For Service businesses
Make every client feel expected.
Keep client requests and team handoffs together, so the next person knows how to help.
Good service starts before the work does.
A shared place for enquiries, updates, and the person responsible for what comes next.
Know what they need.
Ask for the details that help your team respond, from the project’s scope to a preferred visit time.
Know who is helping.
Assign the request to a teammate. Keep the conversation and internal notes available for the handoff.
Know what comes next.
Make it clear whether the client is waiting for an answer, a team check, or a confirmed next step.
They should not need to explain it twice.
We’re opening a second office. Can you help with the fit-out?
We’d be happy to learn more. Where is the office, what kind of work do you have in mind, and when would you like to begin? I’ll share this with our project lead.
Collect the location, broad scope, and preferred timing. The project lead confirms fit, capacity, and price.
The project lead reviews the request before committing to a scope, price, or start date.
Example conversation
The person changes. The care continues.
Keep what the client asked, what was agreed, and what still needs attention beside the conversation.
A new date for the site visit
- Client requestMove Thursday’s visit to next week.
- Waiting forThe client’s preferred days.
- Next stepThe project lead checks availability.
Make room for the work only your team can do.
Aura can help prepare.
Explain your services from the sources you provide. Ask the opening questions. Draft a clear reply in the tone your team sets.
Explore AI assistanceYour team makes the commitment.
Confirm a price, approve a change in scope, check availability, or give advice that depends on the client’s situation. Keep these decisions with the right person.
Keep service information currentStart with your front desk, wherever it lives.
- 01
Write down the opening questions.
Choose a common enquiry and the details your team needs to understand it. Keep the request short and useful.
- 02
Bring your service information together.
Add current service guides and FAQs. Set instructions for tone, follow-up, and when a person should respond.
- 03
Practise a handoff.
Try a new enquiry, a schedule change, and an update request. Check that the next owner has enough context to help.
A few useful answers.
Which service teams is this for?
The approach fits agencies, studios, consultancies, and other businesses that handle client questions by email or on their website. During private-access onboarding, we’ll discuss your intake, handoffs, and follow-up needs.
Can Aura book appointments or prepare a quote?
These examples collect the details a person needs to help. They do not book calendar slots, change appointments, set prices, or commit your team to a project. Any external connection or action needs a separate setup discussion.
How do we keep client replies personal?
Give Aura instructions on tone, useful questions, and when to hand over. Keep service information current in Knowledge, and have teammates review replies that involve commitments, sensitive details, or an unusual request.
What happens when a teammate is away?
Another teammate can review the conversation history and internal notes, then take ownership of the next step. Keep notes clear about what was agreed, what is still waiting, and who needs to respond.
Give every request a warm welcome.
Tell us how clients reach you. We’ll discuss a private-access pilot that fits your team.
Request access