This page is for people who want to understand the full process before booking. Walk through every step, from the 30-minute consultation to your first quarterly review. No surprises.
The consultation is five phases, 30 minutes total. We do most of the homework before the call. You walk us through your operation. We listen for where time is bleeding. There is no pitch and no pressure on the call itself.
We establish operational context fast. Most of the research happens before the call, so we are not asking you to explain your business from scratch. We ask only what we cannot infer. You will feel that we did our homework.
Where does time actually go? We are hunting for the routine, repetitive work that makes senior people feel like they are not doing the job they were hired for. Tactical detail beats abstract complaints here. Specifics are more valuable than summaries.
The most important phase. We help you quantify what your current state actually costs, in revenue and in retention and in mental load and in opportunity. By the end of this phase, you are building the case for change in your own words. We do not need to persuade you. The numbers do it.
We let you articulate the value of fixing this in your own language. The Operations Audit Memo we send in 48 hours will quote your exact words back to you. This is not a sales technique. It is how we make sure the recommendations map directly to what actually matters to you.
We surface real constraints before recommending anything. Who else needs to weigh in? What systems are non-negotiable? What is the ceiling on monthly spend? What is the actual timeline pressure? Then we close the call. We do not pitch agents on the call. Recommendations come in writing 48 hours later.
Within 48 hours of the consultation, you receive an Operations Audit Memo. Two to three pages. It names the most expensive operational leaks in your firm, in your words and with your numbers, and recommends specific agents tuned to your reality. The memo is valuable whether you hire or not.
Hartwell & Reed is a 10-attorney boutique firm with strong commercial real estate practice and growing demand. The firm bills approximately $3.2M annually but partners describe spending 30 to 40 percent of their week on work that should not reach their desk. Inbound lead response is inconsistent. Monthly billing takes a Sunday afternoon from the managing partner. No regular client re-engagement program exists despite a database of 400+ past contacts. The managing partner described the current state as "responsive, not proactive."
These recommendations map directly to the pain points you described. They are in order of highest expected impact.
When you decide to hire, you receive offer letters for each recommended agent. Not a contract. Not a platform agreement buried in 40 pages. A single-page offer letter per agent with the salary, the hiring fee, the onboarding scope, and the performance guarantee. You sign only what you want.
The one-time hiring fee per agent ($1,500) covers the consultative intake work (which you already received for free), custom system prompt configuration, integration setup, voice and style training on your samples, and the first 30 days of guided onboarding.
There is no platform lock-in. No long-term commitment. If an agent does not work out, you give 30 days notice, the same way you would with a human hire. Most customers find this is actually less commitment than a software subscription, because you are paying for outcomes, not access.
After you sign, the 14-day onboarding begins. Your first agent is handling real work unsupervised by day 14.
The 14-day onboarding is structured to minimize risk. Your agent goes unsupervised only after you have seen and approved their work enough to trust it. Most customers reach that point by day 10 or 11.
Hiring an agent is not a set-it-and-forget-it event. There is a structured review cadence that keeps the agent calibrated, tracks performance, and surfaces expansion opportunities.
One month in. Tune voice, fix failure modes, confirm the agent is handling what was promised. Adjust any routing rules or escalation thresholds that are not working.
The 90-day mark is the guarantee window close. We present a performance dashboard showing what the agent handled, ROI measured against the Operations Audit Memo projections, and a recommendation on whether to expand the team.
Every quarter after the 90-day review. Performance stays current. You see trends, catch any drift in agent quality, and decide whether the team needs to grow or shift.
Between reviews, quality sampling runs continuously. If an agent's tone drifts, a routing pattern breaks, or an anomaly appears in output, the system surfaces it before it becomes a customer issue.
The performance guarantee covers the first 90 days of every hire. No fine print. No performance scoring that is impossible to meet. If an agent is not doing what the Operations Audit Memo said they would do, we make it right.
If your agent does not meet the performance standards defined during onboarding within the first 90 days, you have two options. We replace the agent at no additional cost, or we refund the hiring fee in full. Your choice.
The 30-minute consultation is free. The Operations Audit Memo arrives within 48 hours, regardless of whether you hire. The offer letter comes only if you want it. Book when you are ready.