veripath/docs/operations/client-call-workflow-v2.md

Client Call Workflow v2

Status: Active Effective: 2026-08-17 Replaces: ad-hoc findings calls (v1, first run 2026-08-17 with Phoenix Salon + Spa — see lessons learned, docs/clients/phoenix-salons/call-log.md) Applies to: all clients, all audit-adjacent calls

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Operating rules (binding)

1. Closed-loop rule. If it's not in the script, it's not on the call. The script is generated from the canonical record the day before. No "I'll look that up" items — any item that isn't verified and in the script is deferred to Phase 2.
2. Evidence standard. On call, state only what has been re-verified in the last 48 hours. Headless-blocked or stale surface → say "I will re-verify before we touch it" and mark it pending in the call log.
3. Hours GATE. Hours are a gate, not a finding. Day-by-day table with BLANKS where surfaces conflict. Verbal lock of all seven days is required, then written confirmation to the owner within 2 hours, then record update. No written numbers = item stays OPEN. Full stop. No monitoring handoff while hours are OPEN.
4. Pricing. Either the economics guide's 7-question module is in the script (§3 of docs/architecture/economics-pricing-execution-guide-v1.md) or pricing is not discussed. No improvisation.
5. Education is a one-pager, not a call topic. Concepts the owner didn't know about (GEO, AEO, llms.txt) go in the written follow-up.
6. Cost log. Minutes spent per fix, recorded in the call log / fix log. Becomes the first real price anchor (Tier 2 validation for the economics model).

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PHASE 0 — Pre-call (day before, mostly automated)

1. multi_scraper capture, all 4 surfaces → extractions/<client>_<date>.json
2. Update docs/clients/<client>/ canonical record: hours table (every day × every surface, BLANKS where conflict), old-name list (live-verified or marked "re-verify"), SSR word count, rating/review counts, open items
3. Send pre-call owner form (docs/operations/templates/pre-call-owner-form.md), 24–48h out
4. Generate call script FROM the record. Check the closed-loop rule: every item in the script is verified <48h. GATE check: hours table present with blanks where unresolved.

PHASE 1 — Call (~15 min; presentation, not discovery)

1. Open: locked good news (NAP + rating), 30 seconds.
2. Findings in fixed order: finding → business impact → what we do → owner.
3. Hours GATE: read the table day by day, blanks visible. Owner gives all seven days. Verbal lock recorded verbatim.
4. Close: exact next actions with owners and dates.
5. Immediately after (within 2h): text/email with the locked numbers + education one-pager.
6. Call log entry created the same day (convention: docs/clients/<client>/call-log.md).

PHASE 2 — Fix (the PoC)

1. Action list from the call; owners assigned at the call.
2. Re-capture after every fix. Before/after numbers in the report.
3. Cost log: minutes per fix → first real price anchor.

PHASE 3 — Monitoring (retainer begins)

Explicit handoff: audit phase ends, monitoring begins. The record defines:

• surfaces watched
• frequency
• alert thresholds

multi_scraper on schedule, diff vs record, drift flagged. Entry condition: hours item CLOSED with written numbers. No exception.

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Lessons from v1 (2026-08-17 Phoenix call)

• Education inside the findings call was a design error → rule 5.
• Hours asked as a question, closed as "verbal lock" with no numbers → rule 3.
• Audit timeline mislabeled (June and July audits exist; Aug 13 is not "the original") → timeline lives in the call log, not in call memory.
• Owner assignments must be explicit per finding (who fixes, who posts, who just approves).