Once a client says yes, the delivery phase is your chance to impress — and set the foundation for a long retainer relationship. Done well, a great delivery experience turns clients into loyal advocates. Done poorly, it creates doubt and churn. Here's the exact process.
Day 1 — The onboarding call
Schedule a 30-minute call with the client. The goal is to gather everything you need to build an excellent agent:
- Their website URL — you'll scrape this
- Their top 20 FAQs — ask them to list the questions customers ask most
- Their pricing — specific numbers, not ranges
- Their booking link — so you can integrate it
- Brand tone preferences — formal, friendly, casual?
- Any documents — price lists, service menus, policies
Ask them: "If I were a customer who had just found your website, what are the 10 questions I'd most likely ask?" Write down every answer.
Day 2–3 — Build and train
Day 4 — Test thoroughly
Run the 20-question test. Ask every FAQ from the onboarding call. Check the agent answers accurately and in the right tone. Ask off-topic questions and verify the fallback works. Score 80%+ before showing the client.
Day 5 — Client review
Share a link to the test mode with the client: "Here's a preview of your agent — have a play and let me know if there's anything you'd like me to adjust. I'll install it live on your website once you're happy."
Most clients are delighted at this stage. Handle any feedback quickly (usually minor tweaks to tone or missing info). Confirm approval before going live.
Day 6–7 — Install and invoice
Install the widget on their website (either directly or by sending them the embed code with clear instructions). Confirm it's working by visiting the site. Send the final invoice and a short "you're live" message.