A practical library
Find a useful way to work.
Start with a resource. Read it, adapt it, and keep the important decisions with people.
Start here.
22 resources
Decide when a customer chat gets handed to a person
List the moments a chat assistant or WhatsApp auto-reply must pass a customer to a real person, who picks it up, how fast, and what the customer is told.
Agree how you’ll know it works before you build
Write what working looks like for one workflow, with safe examples, fail conditions and an owner, before anyone builds or buys a tool.
Keep track of the questions you answer again and again
Write down the questions customers and staff keep asking, who answers them and where the answer is kept, then give one of them an agreed answer in one agreed place.
See where your business information lives before you go digital
Write down where each piece of business information is kept and who holds it, see what stops if they are away, then pick one small, safe first step before buying any software.
See which AI tools you pay for and what each one is for
List every AI tool the team uses, the job it does, who looks after it and what data it sees, then decide what to keep, merge or stop.
Draft proposals and quotes without promising what you can’t deliver
Put a draft proposal or quote together from agreed scope notes and your own rates, then have a named person check every price and promise before it goes out.
Pick the one problem to fix before you build
Name the single constraint to fix first, with evidence and an owner, before anyone chooses a tool.
Find where work waits by asking the people who do it
A short interview that shows where work waits, repeats or depends on one person, before you decide what to build.
Decide when the founder needs to review work
Set clear rules for what the founder must sign off and what can move with a lighter check.
Decide which AI ideas to build, help with, or leave alone
Sort each AI idea into build, assist, keep with people, defer or reject, with a reason and a named owner.
Hand a new client from sales to delivery without gaps
Set out what sales must pass to delivery, and what an AI assistant may and may not do along the way.
One-page AI rules for your team
One page that tells your team what an AI tool is for, what stays with people and who to ask for help.
Turn the founder’s know-how into written steps
Record the founder explaining a task, then turn it into steps the team can follow.
Check your team can run it without the person who built it
Find out whether your team can run, pause and fix a new process when the person who set it up is not around.
Sort and answer customer enquiries on WhatsApp and email
Sort incoming enquiries, draft routine replies and hand the rest to the right person.
Keep a record of when the AI gets it wrong
Write down each time someone has to correct the AI, then fix repeat problems at the source.
Get sign-off before anything important goes out
Pause important work until a named person decides.
Write clear instructions for an AI assistant
Set out what an AI assistant should do, what it can use and who takes over from it.
Check a new app before you connect it
See what a new app can access, what could go wrong and who looks after it before you connect it.
Check the facts before you publish
Separate what is proven from guesses and claims that still need checking.
Find where a process gets stuck
Map a messy process, see where it slows down and choose the next small fix.
Research a decision with sources you can check
Turn research into a short brief, with sources, for a decision you need to make.