SOP: Discovery Call Process

Standard Operating Procedure | The Web Agency Growth System

Standard Operating Procedure for conducting discovery calls with prospective clients, including pre-call preparation, call script framework, note-taking templates, and post-call follow-up actions.

This SOP applies to all team members involved in the discovery call process process within the agency.

• Access to relevant project management tools (ClickUp, Notion, or Asana)

• Client files and project documentation

• Internal templates and checklists

• Communication tools (email, Slack, or equivalent)

Step 1: Preparation

Before beginning the discovery call process process, ensure all prerequisites are met and necessary resources are available.

Time Required: 15-30 minutes

Tools Needed: Project management system, client file, templates

#### Preparation Checklist:

• [ ] Review client history and project notes

• [ ] Gather all necessary templates and resources

• [ ] Confirm team member availability

• [ ] Prepare communication channels

• [ ] Set up tracking for this process instance

Step 2: Execution

Follow the steps below in sequence. Do not skip steps unless explicitly authorized by the agency owner.

#### 2.1 Initial Contact

• Review the client's situation and needs

• Prepare personalized communication based on their specific context

• Set clear expectations for next steps and timeline

#### 2.2 Information Gathering

• Collect all required information using standardized forms

• Document client responses in the project management system

• Identify any gaps or missing information

• Flag any potential issues for escalation

#### 2.3 Processing and Analysis

• Analyze collected information against agency standards

• Apply relevant frameworks and methodologies

• Document findings and recommendations

• Prepare deliverables using approved templates

#### 2.4 Review and Quality Control

• Self-review all deliverables against quality standards

• Conduct peer review for complex or high-value work

• Ensure all documentation is complete and accurate

• Verify compliance with agency brand and voice guidelines

Step 3: Delivery

Present the completed work to the client using the approved delivery method.

#### Delivery Standards:

• All deliverables must be error-free and professionally formatted

• Communication must reference specific client context

• Include clear next steps and call to action

• Document delivery in the project management system

Step 4: Follow-Up

Schedule and execute appropriate follow-up actions.

#### Follow-Up Timeline:

• 24 hours: Initial check-in

• 3 days: Answer questions, address concerns

• 1 week: Progress assessment

• 2 weeks: Results review and adjustment

• Monthly: Ongoing monitoring and optimization

Acceptable Quality Criteria

• All checklist items completed

• Client communication is professional and on-brand

• Documentation is complete and stored in the correct location

• Timeline commitments are met or proactively communicated

• Client satisfaction score of 8/10 or higher

Escalation Triggers

Escalate to the agency owner when:

• Client expresses significant dissatisfaction

• Timeline cannot be met as committed

• Scope changes are requested that affect pricing

• Technical issues exceed team capability

• Any ethical or legal concerns arise

Related Templates

• Template files in the /templates/ folder

• Day-specific lessons in the main curriculum

• Calculator tools in the /calculators/ folder

Reference Materials

• Case studies in the /case-studies/ folder

• Advanced strategies in the /advanced/ folder

• Video scripts in the /video-scripts/ folder

Track these metrics for each process execution:

Issue: Client Unresponsive

Solution: Follow the escalation timeline. After 3 attempts over 5 business days, document and move to the next priority. Re-engage after 2 weeks with a value-add communication.

Issue: Incomplete Information

Solution: Use the standardized information request template. Follow up within 24 hours. If information is still missing after 3 requests, proceed with available data and document assumptions.

Issue: Scope Creep

Solution: Reference the signed SOW. Acknowledge the request positively. Prepare a change order with cost and timeline impact. Present professionally as a value-add option.

Issue: Technical Blockers

Solution: Document the issue with screenshots and error messages. Research solutions for 30 minutes. If unresolved, escalate to senior team member with full context.

Issue: Client Dissatisfaction

Solution: Listen actively without defensiveness. Document specific concerns. Propose specific solutions with timeline. Follow up to confirm resolution. Learn and update SOP if needed.

This SOP is approved for use by all agency team members. Questions or suggestions for improvement should be directed to the agency owner.

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