Lesson 7 · 17 min
The assistant running is not the end. The model changes, the WhatsApp rule changes, the clinic changes. This lesson shows what stays after the handoff: a written maintenance scope, a 12-month map for the clinic, a library that lets the next client in the same niche start from the middle, and a checklist so nothing gets forgotten.
Start the lesson
Goal: write the maintenance scope without a price, build the clinic's 12-month map and run the checklist before handing off.
Five pieces. Click each one.
Customize the diagnosis, standardize the behind-the-scenes work.
Write down what is in and what is out. The price and how to sell it are covered in Selling with AI 4 and 5.
Check-in on the agreed cadence, versioned playbook adjustments, updates to the manual and the list of open questions, a monthly report, and support within an agreed timeframe.
And every quarter, check whether any rule has changed for WhatsApp, the vendor, or LGPD (Brazil's data protection law) that affects the assistant.
A new assistant, a new area, integration with another system, social media content, a website.
A request outside the scope becomes a conversation about a new project, not a favor.
The clinic can leave with the agreed notice, with no penalty, taking the playbook, manual, and records with them, because those belong to the clinic.
A client who stays because they choose to trusts you more than a client held by a contract.
One area at a time; the next client in the niche starts from the middle.
Only after the first one is stable and the gain has been shown against the baseline.
At the check-in, take 10 minutes: "If I could help unblock one thing in the next two months, what hurts the most today?" There may be no next area: that is fine.
Save it as soon as you do it, with a version, and remove names, phone numbers, and amounts before saving.
Every quarter, retire what nobody used and promote to standard what keeps repeating.
Almost always it is the word that changes, not the flow: "patient record" instead of "contact". Change the field name and keep the structure.
If the owner insists, ask for a concrete example before changing the method.
Scope, 12-month map, and checklist. Vila Serena is fictional.
MONTHLY FOLLOW-UP · <company> · starting <date> INCLUDES - <weekly | biweekly | monthly> check-in on <day> at <time> - playbook adjustments with version and history - update of the manual and the list of questions - 1-page monthly report with the 5 indicators - support via <channel> with a reply within <deadline> - every quarter: review the rules of WhatsApp, the vendor, and LGPD DOES NOT INCLUDE - new assistant or new area (becomes a separate project) - integration with another system - social media content, website - costs of tools and messages (paid by the clinic, from its own account) EXIT <deadline> notice, no penalty. The clinic keeps the playbook, manual, logs, and access, which belong to it. Price and price review: <see proposal>
12-MONTH MAP · Clínica Vila Serena (fictional) Month 1 · reception assistant in phase 1 · 90-min training · weekly check-in Month 2 · phase 2 (if the log shows it) · weekly report Month 3 · gain shown against the baseline → conversation about the next area Month 4 · biweekly cadence · next area chosen? (DICA 1: the 5 areas) Month 5–6 · next area in the DICA cycle: choose, playbook, phases, training Month 7 · monthly cadence on the first assistant Month 9 · quarterly review: WhatsApp rules, vendor, LGPD Month 12 · annual review with the owner: what stayed, what goes, plan for the year Crisis (new employee, red alert) → back to weekly.
PRE-DELIVERY CHECKLIST · <company> · <assistant> · <date> Mark yes / no / not applicable, with the evidence. ASSISTANT [ ] playbook with version, history, and limits reviewed by the owner [ ] set of 15 test cases passed on the latest version [ ] way to reach a person tested (word, button, phone) [ ] official channel; dedicated number; no connector that imitates the app [ ] log of each run turned on [ ] copy of the flow or kit stored outside the tool [ ] access only to what is needed; passwords kept out of documents [ ] shutdown plan written and tested DATA (LGPD) [ ] what each piece of data is used for and how long it is kept, in writing [ ] reminders and campaigns only for those who consented, with an easy way out [ ] how to handle a patient who asks for their own data CLINIC [ ] champion with a name and a signed roles sheet [ ] 90-min training done; 1-page manual at the front desk [ ] list of questions open [ ] baseline of the 5 indicators measured [ ] board of the 3 phases and "important" table approved [ ] first check-in scheduled [ ] tool accounts in the clinic's name Every failure that shows up after delivery becomes a new item here.
Five minutes. The part about following up with the client month by month is the idea of this lesson: an AI project does not end at delivery.
For Vila Serena (fictional) or the business you serve.
Write the maintenance scope and the clinic's 12-month map from what you did in lessons 1 to 6.
Done when: the scope has at least 5 items under "includes", 4 under "does not include", an exit with no penalty, and no price in reais; the map covers all 12 months, only opens the next area after the month the gain is shown, and includes the review of WhatsApp rules and LGPD.
Run the pre-delivery checklist on the clinic's assistant and store in the library, in a niche folder, the playbook and the "important" table without client data.
Done when: every checklist item has yes, no, or not applicable with evidence, each "no" has an action and a date, and the niche folder exists with a playbook and a table without any client name, phone, or price.
4 questions. The explanation appears after your attempt.
Question 1 of 4
The owner asks, as part of maintenance, for you to build the clinic's new website. What do you say?
Question 2 of 4
When should you open the conversation about the next area with the owner?
Question 3 of 4
What goes into the library by niche?
Question 4 of 4
An error showed up two weeks after delivery: the way to reach the front desk did not work outside business hours. What changes in your method?
Choose an option. The explanation appears after you answer.