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Chinese

Agency Operations Playbook

咨询公司运营手册

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Use when

适用场景

  • Generates a tailored internal operations manual for a Uganda/East Africa social media consultancy or solo practitioner. Covers client onboarding, retainer structures (in UGX), project management, invoicing, quality control, and reporting rhythms. Invoke this skill when setting up a new consultancy, systematising an existing operation, onboarding a first employee, or when a consultant identifies pain points in client management, cash flow, or team coordination.
  • Use this skill when it is the closest match to the requested deliverable or workflow.
  • 为乌干达/东非地区的社交媒体咨询公司或独立从业者生成定制化内部运营手册。内容涵盖客户入职流程、以乌干达先令（UGX）计价的服务费套餐结构、项目管理、发票开具、质量控制以及报告周期。当你要成立新咨询公司、梳理现有运营流程、招聘首位员工，或是在客户管理、现金流、团队协作中遇到痛点时，可调用此技能。
  • 当需求交付成果或工作流与本技能高度匹配时使用。

Do not use when

不适用场景

  • Do not use this skill for graphic design, video production, software development, or legal advice beyond the repository's stated scope.
  • Do not use it when another skill in this repository is clearly more specific to the requested deliverable.
  • 请勿将本技能用于平面设计、视频制作、软件开发，或超出本知识库明确范围的法律咨询。
  • 当知识库中存在更贴合需求交付成果的其他技能时，请勿使用本技能。

Workflow

工作流程

  1. Collect the required inputs or source material before drafting, unless this skill explicitly generates the intake itself.
  2. Follow the section order and decision rules in this 
    SKILL.md
    ; do not skip mandatory steps or required fields.
  3. Review the draft against the quality criteria, then deliver the final output in markdown unless the skill specifies another format.
  1. 除非本技能明确说明可自行生成采集信息，否则在起草前需收集必要输入或源材料。
  2. 遵循本
    SKILL.md
    中的章节顺序和决策规则；请勿跳过必填步骤或字段。
  3. 根据质量标准审核草稿，除非技能指定其他格式，否则最终输出采用markdown格式。

Anti-Patterns

反模式

  • Do not invent client facts, performance data, budgets, or approvals that were not provided or clearly inferred from evidence.
  • Do not skip required inputs, mandatory sections, or quality checks just to make the output shorter.
  • Do not drift into out-of-scope work such as code implementation, design production, or unsupported legal conclusions.
  • 请勿编造未提供或无法从证据中明确推断的客户事实、业绩数据、预算或审批信息。
  • 请勿为缩短输出内容而跳过必要输入、必填章节或质量检查。
  • 请勿偏离范围开展工作，如代码实现、设计制作或无依据的法律结论。

Outputs

输出成果

  • A structured markdown document, plan, playbook, or strategy ready for client-facing or internal use.
  • 结构化的markdown文档、计划、手册或策略，可直接用于客户对接或内部使用。

References

参考资料

  • Use the inline instructions in this skill now. If a 
    references/
    directory is added later, treat its files as the deeper source material and keep this 
    SKILL.md
    execution-focused.
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  • 当前使用本技能中的内嵌说明。若后续添加
    references/
    目录，需将其中文件作为深度源材料，同时保持本
    SKILL.md
    聚焦执行层面。
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Required Input

必要输入信息

Ask for the following before generating any output:
  1. Consultant/agency name — trading name or personal brand
  2. Team size — solo, 2–5 people, or 5–10 people
  3. Current client count and typical retainer value range (UGX) — e.g. "3 clients, UGX 1.2M–2.5M/month"
  4. Tools currently in use — project management (Trello, Asana, etc.), invoicing (Wave, Excel, etc.), communication (WhatsApp, email, Slack)
  5. Primary challenge — client management, cash flow, team coordination, or quality control
  6. New or existing operation — starting from scratch, or systematising an established practice
Use these inputs to calibrate the output: adjust tool recommendations by team size, flag the primary challenge section for expanded guidance, and note whether the consultant needs to build systems or refine existing ones.
生成任何输出前，请先询问以下内容：
  1. 咨询公司/从业者名称 — 商号或个人品牌名
  2. 团队规模 — 独立从业者、2–5人团队，或5–10人团队
  3. 当前客户数量及典型服务费区间（UGX） — 例如："3个客户，每月120万–250万乌干达先令"
  4. 当前使用工具 — 项目管理工具（Trello、Asana等）、发票工具（Wave、Excel等）、沟通工具（WhatsApp、邮件、Slack）
  5. 核心挑战 — 客户管理、现金流、团队协作或质量控制
  6. 运营阶段 — 从零开始创业，或梳理现有成熟业务
利用这些输入校准输出：根据团队规模调整工具推荐，针对核心挑战章节提供扩展指导，并标注从业者是需要搭建新系统还是优化现有系统。

Section 1 — Client Onboarding Checklist

第1章 — 客户入职 checklist

Complete this checklist for every new client engagement. Target: all items done within 30 days of signing.
每个新客户合作都需完成此checklist，目标：签约后30天内完成所有事项。

Day 1–3: Foundations

第1–3天：基础准备

  • Signed contract or engagement letter in place before any work begins
  • Invoice for first month's retainer sent — require 50% payment before Day 3
  • Access obtained: Facebook Page admin, Instagram account, Google Analytics, Google Business Profile, and any existing ad accounts
  • Brand assets received: logo files (PNG + SVG), brand colours (hex codes), fonts, and photo library
  • Complete the 
    01-client-brief
    skill to capture full client context
  • Complete the 
    02-platform-audit
    skill to document the baseline
  • 开始任何工作前，确保已签署合同或服务协议
  • 发送首月服务费发票 — 要求第3天前支付50%款项
  • 获取权限：Facebook Page管理员权限、Instagram账号、Google Analytics、Google Business Profile及所有现有广告账号
  • 接收品牌资产：logo文件（PNG + SVG格式）、品牌色（十六进制代码）、字体及图片库
  • 完成
    01-client-brief
    技能，全面收集客户背景信息
  • 完成
    02-platform-audit
    技能，记录基线数据

Day 4–7: Communication Setup

第4–7天：沟通设置

  • Introduce yourself to the client's internal point of contact via WhatsApp and email
  • Agree communication protocol:
    • Urgent matters → WhatsApp (response within 4 hours, EAT business hours)
    • Non-urgent matters → email (response within 24 hours)
    • Content approvals → Google Doc or Notion — never WhatsApp image by image
  • Set up shared Google Drive: 
    Agency/[Client Name]/
    with subfolders: 
    Content
    , 
    Reports
    , 
    Strategy
    , 
    Assets
  • Add client point of contact to the shared Drive folder with Commenter access
  • 通过WhatsApp和邮件向客户内部对接人自我介绍
  • 商定沟通规则：
    • 紧急事项 → WhatsApp（东非工作时间内4小时内回复）
    • 非紧急事项 → 邮件（24小时内回复）
    • 内容审批 → 使用Google Doc或Notion — 绝不通过WhatsApp逐张图片审批
  • 搭建共享Google Drive文件夹：
    Agency/[客户名称]/
    ，下设子文件夹：
    Content
    、
    Reports
    、
    Strategy
    、
    Assets
  • 为客户对接人授予共享Drive文件夹的评论权限

Day 8–14: Strategy and Planning

第8–14天：策略与规划

  • Complete the 
    03-audience-personas
    skill
  • Complete the 
    04-brand-voice-intake
    skill
  • Draft Month 1 content calendar and send for client approval
  • Confirm approval workflow in writing: client approves all content 48 hours before publishing; two revision rounds included per package
  • 完成
    03-audience-personas
    技能
  • 完成
    04-brand-voice-intake
    技能
  • 起草第1个月内容日历并提交客户审批
  • 书面确认审批流程：客户需在发布前48小时审批所有内容；每个套餐包含两轮修改权限

Day 15–30: First Publishing Cycle

第15–30天：首次发布周期

  • Publish first two weeks of content per the approved calendar
  • Send Week 2 check-in message: brief status update, flag any blockers or client feedback needed
  • Run quality control checklist (Section 5) on all content before publishing
  • Prepare Month 1 report using the 
    meta-reporting
    skill — deliver on or before the last day of the month
  • 根据获批日历发布前两周内容
  • 发送第2周跟进消息：简要状态更新，标注任何障碍或需客户反馈的事项
  • 发布前对所有内容执行质量控制checklist（第5章）
  • 使用
    meta-reporting
    技能准备第1个月报告 — 当月最后一天或之前交付

Section 2 — Retainer Structure

第2章 — 服务费套餐结构

Standard retainer tiers for a Uganda/East Africa consultancy. Adjust pricing based on client size, industry complexity, and scope.
TierServices IncludedMonthly UGXBest For
Essential12 posts/month, 1 platform, monthly report800,000 – 1,200,000SMEs starting out
Growth20 posts/month, 2 platforms, ad management up to UGX 500K budget, monthly report1,500,000 – 2,500,000Growing SMEs
Premium30 posts/month, 3 platforms, ad management up to UGX 2M budget, strategy, monthly + quarterly report3,000,000 – 5,000,000Established businesses
EnterpriseFull-suite: strategy, content, ads, influencer coordination, PR integration, weekly reporting6,000,000+Large businesses, NGOs, multinationals
Note: Ad budgets listed above are client-owned spend passed through — they are not included in the retainer fee. Document this distinction explicitly in the contract.
乌干达/东非咨询公司标准服务费层级，可根据客户规模、行业复杂度及服务范围调整定价。
套餐等级包含服务每月费用（乌干达先令）适用客户
基础版每月12篇帖子，1个平台，月度报告800,000 – 1,200,000初创中小企业
成长版每月20篇帖子，2个平台，最高50万乌干达先令预算的广告管理，月度报告1,500,000 – 2,500,000成长型中小企业
高级版每月30篇帖子，3个平台，最高200万乌干达先令预算的广告管理，策略服务，月度+季度报告3,000,000 – 5,000,000成熟企业
企业版全套服务：策略、内容、广告、网红合作、PR整合、周报6,000,000+大型企业、NGO、跨国公司
注意： 上述广告预算为客户自有支出，不包含在服务费内。需在合同中明确区分这一点。

Billing Protocol

计费规则

  • Invoice on the 1st of each month for that month's retainer
  • New clients: require 50% upfront for the first month before work begins
  • Accepted payment methods: MTN MoMo Business, Airtel Money Business, bank transfer, or Pesapal payment link
  • Charge additional revisions at UGX 30,000 per post beyond the two rounds included in the package
  • 每月1号开具当月服务费发票
  • 新客户：首月需预付**50%**款项后方可开始工作
  • 接受的付款方式：MTN MoMo Business、Airtel Money Business、银行转账或Pesapal支付链接
  • 超出套餐包含的两轮修改后，每篇帖子额外收取30,000乌干达先令的修改费

Contract Essentials

合同必备条款

Include all of the following in every engagement agreement:
  • Statement of work — list exactly what is included (post count, platforms, reports)
  • Exclusions — list what is not included (graphic design, video production, paid ad spend, web work)
  • Term length — minimum 3 months recommended; month-to-month attracts a 15% premium
  • Termination clause — 30 days' written notice required from either party
  • IP ownership — client owns all content produced under the retainer
  • Late payment clause — 1.5% per month on invoices overdue beyond 30 days
  • Revision policy — two rounds included; additional rounds billed at the stated rate
每份服务协议需包含以下所有内容：
  • 工作说明 — 明确列出包含的服务（帖子数量、平台、报告）
  • 排除项 — 明确列出不包含的服务（平面设计、视频制作、付费广告支出、网站建设）
  • 合同期限 — 建议最短3个月；按月续约需加收15%溢价
  • 终止条款 — 任何一方需提前30天书面通知
  • 知识产权归属 — 客户拥有服务费下产出的所有内容的所有权
  • 逾期付款条款 — 发票逾期30天以上，每月收取1.5%的滞纳金
  • 修改政策 — 包含两轮修改；额外修改按规定费率收费

Section 3 — Project Management System

第3章 — 项目管理系统

Tool Selection by Team Size

按团队规模选择工具

Team SizeRecommended ToolConfiguration
SoloTrello (free) or Notion (free)One board per client; columns: To Do / In Progress / Awaiting Approval / Scheduled / Published
2–5 peopleAsana (free tier) or ClickUp (free)Task assignment, due dates, client folders, comment threads
5–10 peopleMonday.com or ClickUp paidTimeline view, workload management, automations
团队规模推荐工具配置方式
独立从业者Trello（免费版）或Notion（免费版）每个客户对应一个看板；列：待办中 / 进行中 / 待审批 / 已排期 / 已发布
2–5人团队Asana（免费版）或ClickUp（免费版）任务分配、截止日期、客户文件夹、评论线程
5–10人团队Monday.com或ClickUp付费版时间线视图、工作量管理、自动化功能

Weekly Workflow Template

每周工作流模板

Apply this schedule each week for every active client:
DayActivity
MondayContent creation — write captions, brief graphic designer, draft copy
TuesdayInternal review and editing — apply quality control checklist (Section 5)
WednesdaySend to client for approval — use Google Doc or Notion; set 48-hour deadline
ThursdaySchedule approved content; begin creation for the following week
FridayMonitor engagement, respond to comments, compile performance data
为每个活跃客户执行以下周度计划：
日期活动内容
周一内容创作 — 撰写文案、对接平面设计师、起草稿件
周二内部审核与编辑 — 执行质量控制checklist（第5章）
周三提交客户审批 — 使用Google Doc或Notion；设置48小时截止日期
周四排期获批内容；开始创作下周内容
周五监测互动数据、回复评论、整理业绩数据

Content Approval Protocol

内容审批规则

  • Send all content in a single Google Doc or Notion page — include caption, platform, publishing date, and image brief on each row
  • Frame the approval request clearly: "Please review and approve by [date] so we can schedule on time. Items not approved by this date will be rescheduled to the following week."
  • Two revision rounds are included per content package — document this in the retainer agreement
  • Additional revisions beyond two rounds are billed at UGX 30,000 per post — invoice separately at month end
  • 将所有内容汇总在单个Google Doc或Notion页面中 — 每行包含文案、平台、发布日期及图片说明
  • 清晰表述审批要求："请于[日期]前完成审核与审批，以便我们按时排期。逾期未审批的内容将顺延至下周发布。"
  • 每个内容套餐包含两轮修改权限 — 需在服务费协议中明确
  • 超出两轮的修改按每篇帖子30,000乌干达先令收费 — 月末单独开具发票

Section 4 — Invoicing and Cash Flow

第4章 — 发票与现金流管理

Recommended Invoicing Tools

推荐发票工具

  • Wave (free) — web-based invoicing and basic accounting; supports UGX; suitable for solo to 5-person teams
  • Zoho Invoice (free up to 5 clients) — professional templates, automated payment reminders
  • Excel or Google Sheets — acceptable for solo operators; ensure invoice numbers are sequential
  • Wave（免费） — 基于网页的发票工具及基础会计功能；支持乌干达先令；适合独立从业者至5人团队
  • Zoho Invoice（最多5个客户免费） — 专业模板、自动付款提醒
  • Excel或Google Sheets — 独立从业者可使用；确保发票编号连续

Invoice Contents (Mandatory)

发票必备内容

Every invoice must include:
  1. Invoice number (sequential: INV-2026-001, INV-2026-002, etc.)
  2. Invoice date and payment due date (standard: 14 days from invoice date)
  3. Client name, trading name, and physical or postal address
  4. Your agency name, address, and contact details
  5. Line-by-line description of services rendered and the period covered
  6. Amount per line item and subtotal
  7. Any applicable taxes
  8. Total amount due
  9. Payment methods and account numbers (MTN MoMo, Airtel Money, bank details, Pesapal link)
每份发票必须包含：
  1. 发票编号（连续编号：INV-2026-001、INV-2026-002等）
  2. 发票日期及付款截止日期（标准：发票日期后14天）
  3. 客户名称、商号及实际或邮寄地址
  4. 你的咨询公司名称、地址及联系方式
  5. 服务明细及覆盖周期
  6. 每项服务金额及小计
  7. 任何适用税费
  8. 总应付金额
  9. 付款方式及账号（MTN MoMo、Airtel Money、银行详情、Pesapal链接）

Cash Flow Rules

现金流规则

  • Never begin work without a signed agreement and first payment received
  • Chase overdue invoices in this sequence:
    • Day 8 after due date: WhatsApp reminder — friendly, factual
    • Day 15: Email with invoice attached — reference invoice number and amount
    • Day 30: Formal letter — state that work may be paused pending settlement
  • Maintain a float equivalent to one month of operating costs at all times
  • Keep business and personal bank accounts separate — even when operating as a sole trader
  • 未签署协议且未收到首笔付款前，绝不开始工作
  • 逾期发票催收流程：
    • 逾期第8天：WhatsApp提醒 — 友好、客观
    • 逾期第15天：发送附发票的邮件 — 注明发票编号及金额
    • 逾期第30天：正式函件 — 说明未结清款项将暂停服务
  • 始终维持相当于一个月运营成本的备用金
  • 即使是独立从业者，也需将企业账户与个人账户分开

Tax Obligations (Uganda)

乌干达税务义务

  • Consultants earning above UGX 2,820,000 per year are subject to Income Tax under the Income Tax Act Cap 340
  • Register with the Uganda Revenue Authority (URA) and file annual returns
  • VAT registration is required when annual turnover exceeds UGX 150 million
  • Retain all invoices, receipts, and payment records for a minimum of 5 years
  • Consult a qualified accountant for personal tax structuring — this playbook is operational guidance, not legal or tax advice
  • 年收入超过2,820,000乌干达先令的从业者需根据《所得税法第340章》缴纳所得税
  • 在乌干达税务局（URA）注册并提交年度纳税申报表
  • 年营业额超过1.5亿乌干达先令需注册增值税
  • 所有发票、收据及付款记录需保留至少5年
  • 个人税务架构请咨询合格会计师 — 本手册为运营指导，非法律或税务建议

Section 5 — Quality Control Checklist

第5章 — 质量控制checklist

Apply this checklist to every piece of content before sending to the client for approval. No content leaves the agency without passing all items.
  • Spelling and grammar checked — use Grammarly or a manual proofread against the 
    east-african-english
    skill standards
  • Brand voice consistent with the 
    04-brand-voice-intake
    document for this client
  • No banned vocabulary, Americanisms, or tonal mismatches (see 
    east-african-english
    skill)
  • All factual claims verified — no invented statistics, no unattributed data
  • Hashtags reviewed — no broken, banned, or irrelevant hashtags; maximum 5 hashtags for LinkedIn, up to 30 for Instagram
  • All included URLs tested — links open correctly and lead to the intended destination
  • Image dimensions correct for the platform (1080×1080 for Instagram square; 1200×628 for Facebook link posts; 1080×1920 for Stories)
  • Caption length appropriate for the platform — Facebook up to 400 characters for feed posts; LinkedIn up to 150 characters before "see more"; Instagram up to 125 characters before truncation
  • CTA included and unambiguous — every post must tell the audience what to do next
提交客户审批前，需对每篇内容执行此checklist。未通过所有项的内容不得流出公司。
  • 拼写与语法检查 — 使用Grammarly或对照
    east-african-english
    技能标准手动校对
  • 品牌语气与该客户的
    04-brand-voice-intake
    文档一致
  • 无禁用词汇、美式英语表达或语气不符内容（参考
    east-african-english
    技能）
  • 所有事实性声明已核实 — 无编造统计数据、无未归因信息
  • 话题标签审核 — 无无效、禁用或无关标签；LinkedIn最多5个，Instagram最多30个
  • 所有链接已测试 — 可正常打开并指向目标页面
  • 图片尺寸符合平台要求（Instagram正方形：1080×1080；Facebook链接帖：1200×628；Stories：1080×1920）
  • 文案长度适配平台 — Facebook动态帖最多400字符；LinkedIn在"查看更多"前最多150字符；Instagram截断前最多125字符
  • 包含明确的行动号召（CTA） — 每篇帖子需告知受众下一步操作

Section 6 — Client Reporting Rhythm

第6章 — 客户报告周期

Maintain a consistent reporting cadence for every active client. Use the 
meta-reporting
skill for monthly and quarterly report content; use the 
deck-monthly-report
skill for the slide deck version.
ReportFrequencyDelivered ByFormat
Performance snapshotWeekly (optional for Growth tier and above)Account managerWhatsApp voice note or brief text message
Monthly reportMonthly — by the 5th of the following monthAccount managerGoogle Slides or PDF via email
Quarterly reviewQuarterlySenior consultantMeeting + slide deck
Annual reviewAnnuallySenior consultantFull-day strategy session + written summary
为每个活跃客户维持一致的报告节奏。月度及季度报告内容使用
meta-reporting
技能；幻灯片版本使用
deck-monthly-report
技能。
报告类型频率交付人格式
业绩快照每周（成长版及以上套餐可选）客户经理WhatsApp语音消息或简短文本
月度报告月度 — 次月5号前客户经理Google Slides或PDF邮件
季度复盘季度资深顾问会议+幻灯片
年度复盘年度资深顾问全天策略会议+书面总结

Reporting Standards

报告标准

  • All reports must include: period covered, key metrics vs. prior period, top-performing content (with reason), what did not work, and recommended actions for the next period
  • Use percentage changes and absolute numbers — not vanity metrics alone
  • Apply the RACE framework (Chaffey, 2024) to structure metrics: Reach, Act, Convert, Engage
  • Cross-reference 
    meta-roi-framework
    skill to calculate return on retainer investment where the client has conversion data
  • 所有报告需包含：覆盖周期、关键指标与上期对比、表现最佳内容（附原因）、未达预期内容及下期建议行动
  • 使用百分比变化及绝对数值 — 不单独使用虚荣指标
  • 采用RACE框架（Chaffey, 2024）构建指标：触达（Reach）、行动（Act）、转化（Convert）、互动（Engage）
  • 若客户有转化数据，参考
    meta-roi-framework
    技能计算服务费投资回报率

Section 7 — Team Management (2–10 People)

第7章 — 团队管理（2–10人）

Apply this section when the operation has more than one person. Skip for solo practitioners.
当团队规模超过1人时适用本章，独立从业者可跳过。

Role Definitions (Minimum Viable Team)

最小可行团队角色定义

RoleResponsibilities
Account ManagerClient communication, content approval coordination, reporting, relationship management
Content CreatorCaption writing, content calendar management, scheduling
Graphic DesignerVisual assets — static posts, Stories, covers (design files, not strategy)
Ads SpecialistPaid campaign setup and reporting (within retainer scope — no bidding optimisation)
角色职责
客户经理客户沟通、内容审批协调、报告、关系维护
内容创作者文案撰写、内容日历管理、排期
平面设计师视觉资产 — 静态帖、Stories、封面（仅设计文件，不含策略）
广告专员付费活动搭建与报告（服务费范围内 — 不含竞价优化）

Delegation Rules

任务分配规则

  • Every task must have one owner — not "the team"
  • Assign tasks with a due date and expected output, not just a topic
  • Use the project management tool (Section 3) for all task assignment — avoid informal WhatsApp delegation for work tasks
  • Hold a 15-minute Monday morning team huddle: each person states what they are delivering that week
  • 每项任务必须有唯一负责人 — 不得指定为"团队"
  • 分配任务时需明确截止日期及预期产出，而非仅主题
  • 所有任务分配需使用项目管理工具（第3章） — 避免通过WhatsApp进行非正式工作任务分配
  • 每周一上午召开15分钟团队晨会：每人汇报本周交付内容

Performance Standards

业绩标准

  • Internal content deadlines are always 24 hours before the client-facing deadline — build in buffer
  • Late internal submissions (missing the internal deadline by more than 2 hours without notice) are flagged and discussed in the weekly huddle
  • Apply Section 5 quality control checklist before any content moves from Content Creator to Account Manager
  • 内部内容截止日期需比客户截止日期提前24小时 — 预留缓冲时间
  • 未提前通知且超过内部截止日期2小时以上的提交，需在周会上提出并讨论
  • 内容从创作者移交至客户经理前，需执行第5章的质量控制checklist

Section 8 — AI Revenue Models: Database Reactivation and Android Upsell Stack

第8章 — AI收入模型：数据库激活与安卓式增值服务栈

This section applies the Wardrope (2024) ROYA framework for agencies that want to add AI-powered revenue streams alongside or within social media retainers.
本章适用于希望在社交媒体服务费之外或之内添加AI驱动收入流的咨询公司，采用Wardrope（2024）提出的ROYA框架。

The Database Reactivation (DBR) Model

数据库激活（DBR）模型

Every business client has a dormant contact database — past enquiries, lapsed customers, event registrants — that represents the fastest source of new revenue. The DBR model reactivates this database using AI-personalised SMS/WhatsApp before spending on paid lead generation.
ROYA 8-Step Process (Wardrope, 2024):
StepAction
1. ApproachRe-engage the client's old contacts with a low-friction personalised message
2. Coffee DateQualify interested contacts via a short Zoom or WhatsApp call
3. CloseConfirm interest and move to booking
4. Android BuildConfigure the AI response system (HighLevel CRM + ChatGPT integration)
5. Prince Charming KissSend a 2-sentence reactivation SMS/WhatsApp to the dormant list
6. Sales CallHuman follow-up for warm responders
7. ProfitRevenue closed and anchor payments collected
8. RepeatCycle continues; build to fresh lead generation only after DBR is optimised
Key principle (Wardrope, 2024): Sell First, Build Later. Demonstrate the value of the AI system to the client using a live demo on the OpenAI Playground before building the full pipeline. Reduces sales cycle and eliminates the need for a finished product before closing.
每个企业客户都有一个休眠联系人数据库 — 过往咨询客户、流失客户、活动注册用户 — 这是新收入的最快来源。DBR模型在投入付费获客前，通过AI个性化短信/WhatsApp激活该数据库。
ROYA 8步流程（Wardrope, 2024）：
步骤行动
1. 触达用低门槛个性化消息重新激活客户的旧联系人
2. 资格筛选通过简短Zoom或WhatsApp通话筛选意向联系人
3. 转化确认意向并推进预订
4. 系统搭建配置AI响应系统（HighLevel CRM + ChatGPT集成）
5. 激活触发向休眠联系人发送2句激活短信/WhatsApp
6. 销售跟进人工跟进意向客户
7. 收益获取完成转化并收取锚定款项
8. 循环优化持续循环；仅在DBR优化后再拓展新获客渠道
核心原则（Wardrope, 2024）： 先销售，后搭建。在OpenAI Playground上进行现场演示，向客户展示AI系统的价值，再构建完整流程。缩短销售周期，无需成品即可完成转化。

AI Upsell Stack (Escalation Sequence)

AI增值服务栈（升级序列）

Start with the foundational DBR service; upsell to each subsequent module only after the previous one is proven:
  1. Database Reactivation — AI-personalised messages to dormant contacts (foundation service)
  2. Fresh Leads Pipeline — AI qualification of new inbound leads from paid channels
  3. Speed To Lead — instant AI response to opt-in within 5 minutes of enquiry
  4. Out-of-Hours Android — 24/7 AI chat coverage when the sales team is offline
  5. Document Collection Android — AI-guided collection of application forms, KYC documents, or intake information
从基础DBR服务开始；仅在前一个模块验证有效后，再升级至下一个模块：
  1. 数据库激活 — 向休眠联系人发送AI个性化消息（基础服务）
  2. 新线索管道 — AI筛选付费渠道的新 inbound线索
  3. 快速响应 — 咨询提交后5分钟内AI即时回复
  4. 非工作时间AI客服 — 销售团队离线时提供24/7 AI聊天服务
  5. AI文档收集 — AI引导收集申请表、KYC文件或采集信息

Deal Structures (Wardrope, 2024)

合作结构（Wardrope, 2024）

Offer these structures based on client risk appetite. Zero Risk deals remove the price objection entirely:
StructureTermsBest for
Zero Risk PerformanceAgency earns 50% rev share; client pays nothing upfrontClients who need proof before commitment
Zero-ish RiskClient covers tool costs (SMS, OpenAI subscription); agency earns backend %Low-trust new relationships
Frontend + BackendMonthly licence fee + backend revenue shareEstablished relationships
Chunky RetainerFixed monthly fee (typically $5K–$25K equivalent); no backendClients who prefer predictability
Deductible DepositCommitment deposit (refunded against backend earnings)High-value deals requiring build investment
AI Delivery Stack: HighLevel CRM (pipelines, SMS, workflows) → Zapier or Make.com (connects ChatGPT to HighLevel) → OpenAI/ChatGPT subscription. For Ugandan/EA deployments, adapt SMS delivery to Africa's Talking or Infobip; WhatsApp messaging via WhatsApp Business API.
根据客户风险偏好提供以下结构。零风险方案可完全消除价格异议：
结构条款适用客户
零风险绩效模式咨询公司获得50%收入分成；客户无需预付需要先验证价值的客户
低风险模式客户承担工具成本（短信、OpenAI订阅）；咨询公司获得后端分成信任度低的新合作关系
前端+后端模式月度许可费+后端收入分成成熟合作关系
固定服务费固定月度费用（约5000–25000美元等值）；无后端分成偏好可预测成本的客户
可抵扣押金承诺押金（可从后端收益中抵扣）需要投入搭建成本的高价值合作
AI交付栈： HighLevel CRM（管道、短信、工作流）→ Zapier或Make.com（连接ChatGPT与HighLevel）→ OpenAI/ChatGPT订阅。针对乌干达/东非部署，需将短信交付适配Africa's Talking或Infobip；通过WhatsApp Business API发送WhatsApp消息。

5 Selling Principles (Wardrope, 2024)

5条销售原则（Wardrope, 2024）

Apply when pitching any AI or social media service:
  1. Widen the Yes Hole — performance-based or zero-risk deals remove the price objection entirely
  2. Be Ready to Walk Away — scarcity and confidence command premium positioning
  3. We Are the Prize — the client should be qualifying themselves for the agency, not vice versa
  4. Hell Yes or Hell No — do not accept lukewarm deals; low-commitment clients drain capacity
  5. Show, Don't Tell — live demos (OpenAI Playground, content previews) close faster than decks
推销AI或社交媒体服务时需遵循：
  1. 扩大接受度 — 绩效导向或零风险方案可完全消除价格异议
  2. 敢于放弃 — 稀缺性与自信可支撑高端定位
  3. 我们是核心价值 — 客户应主动争取与咨询公司合作，而非反之
  4. 要么全接受要么拒绝 — 不接受半推半就的合作；低承诺客户会消耗资源
  5. 演示而非说教 — 现场演示（OpenAI Playground、内容预览）比幻灯片更易转化

Section 9 — 7-Figure Agency Model: Positioning, Retention, and Scale

第9章 — 百万级咨询公司模型：定位、留存与规模化

Principles from Nelson (2018) for building a recurring-revenue agency that reaches seven figures.
基于Nelson（2018）提出的原则，构建实现百万级 recurring收入的咨询公司。

Rule of Five Ones (Nelson, 2018)

五个一法则（Nelson, 2018）

A seven-figure agency requires sustained focus, not diversification:
OneFocus
One target marketOne niche — specific enough to name (e.g. "manufacturing SMEs in Uganda")
One lead generation strategyOne prospecting method mastered before adding a second
One conversion mechanismOne sales process applied consistently
One programmeOne core service package; no custom scope for each client
One year of focusStick to the above for 12 months before expanding
Recurring revenue principle: Never accept one-off project work. Auto-charge retainers only. A client that will not commit to a retainer is a client who is not ready — and not worth the operational cost of a one-off engagement.
百万级咨询公司需持续聚焦，而非多元化：
一个聚焦方向
一个目标市场一个细分领域 — 具体到可命名（例如："乌干达制造类中小企业"）
一个获客策略精通一种获客方法后再添加第二种
一个转化机制持续应用统一的销售流程
一个核心服务一个核心服务套餐；不为每个客户定制范围
一年聚焦期坚持上述内容12个月后再拓展
** recurring收入原则：** 绝不接受一次性项目工作。仅自动收取服务费。不愿承诺服务费的客户尚未准备好——不值得投入一次性项目的运营成本。

Client Retention — 3-Part System (Nelson, 2018)

客户留存 — 三步体系（Nelson, 2018）

"Perceived indifference" is the #1 reason clients leave — not poor results. Structure the relationship to remove all ambiguity about the agency's ongoing commitment.
Part 1 — Strong Kickoff:
  • Comprehensive client setup meeting (30–90 minutes) within the first week of signing
  • Welcome pack: printed strategy summary, handwritten note, onboarding checklist
  • 60–90 day onboarding email sequence — weekly touchpoints with educational value, not just status updates
Part 2 — Communication Rhythm:
  • Monthly review calls: cover performance data, what is working, what is not, and one clear recommendation
  • Weekly WhatsApp performance snapshot (for retainers UGX 2.5M+)
  • Never allow 30+ days of silence — a client who has not heard from you in a month is already looking for a replacement
Part 3 — Seed the Vision:
  • Every client meeting must include a forward-looking statement about the next 30–60–90 days
  • Give clients specific homework (e.g. "Please send us three customer testimonials by Friday") — involvement increases psychological ownership
  • Re-anchor the relationship regularly: reference the original goal and show progress towards it
CRR Formula: ((Clients at end of period − New clients acquired) ÷ Clients at start of period) × 100. Target: 95%+ monthly CRR. Above 95% compounds into seven-figure revenue. Below 90% means the agency is filling a leaking bucket.
"感知冷漠"是客户流失的首要原因——而非业绩不佳。构建清晰的合作关系，消除客户对咨询公司持续投入的疑虑。
第一步 — 强力启动：
  • 签约后第一周内召开全面客户启动会议（30–90分钟）
  • 欢迎包：印刷版策略摘要、手写便签、入职checklist
  • 60–90天入职邮件序列 — 每周提供有教育价值的触点，而非仅状态更新
第二步 — 沟通节奏：
  • 月度复盘会议：覆盖业绩数据、有效举措、待改进点及明确建议
  • 每周WhatsApp业绩快照（适用于每月250万乌干达先令以上的服务费套餐）
  • 绝不允许30天以上无沟通 — 一个月未收到消息的客户已在寻找替代服务商
第三步 — 植入愿景：
  • 每次客户会议需包含对未来30–60–90天的前瞻性陈述
  • 给客户布置具体任务（例如："请于周五前发送三条客户 testimonial"） — 参与度可提升心理归属感
  • 定期强化合作关系：提及初始目标并展示进展
客户留存率（CRR）公式： ((期末客户数 − 新增客户数) ÷ 期初客户数) × 100。目标：月度CRR≥95%。95%以上的留存率可复利增长至百万级收入。低于90%意味着咨询公司在填补漏洞。

Organisational Structure (Nelson, 2018)

组织结构（Nelson, 2018）

RoleFunction
Visionary (Owner)Strategy, client relationships, business development, culture
Integrator (COO)Operations, systems, team accountability, process ownership
Account ManagerClient communication, retention, reporting, upsell identification
Content / DeliveryExecution of the core service (content, ads, SEO, AI systems)
Finance / AdminInvoicing, collections, contractor management
Hire the Integrator role first — this is the most leveraged hire an owner can make. The Integrator converts the owner's vision into operational reality and frees the Visionary to focus on growth.
角色职能
愿景者（创始人）策略、客户关系、业务拓展、企业文化
整合者（COO）运营、系统、团队问责、流程所有权
客户经理客户沟通、留存、报告、增值服务识别
内容/交付团队核心服务执行（内容、广告、SEO、AI系统）
财务/行政发票开具、收款、承包商管理
优先招聘整合者角色 — 这是创始人最具杠杆效应的招聘。整合者将创始人的愿景转化为运营现实，让愿景者专注于增长。

Agency Value Proposition in the AI Era (Vallaeys, 2019)

AI时代的咨询公司价值主张（Vallaeys, 2019）

Saying "we use AI" is no longer a differentiator. Every agency has access to the same AI tools. The differentiator is how the agency deploys AI to solve client-specific problems.
Value proposition principle: "We leverage AI and automation in ways that bring your unique business data and context into the equation — producing results that generic tools cannot replicate." This framing positions the agency as a power user, not a reseller of off-the-shelf software.
Kasparov Principle (Vallaeys, 2019): A weaker human with a better process beats a stronger human with an inferior process. Build repeatable systems — then hire people who can execute and improve those systems, not rock-star individuals who operate outside them. Great processes outperform great people operating without processes.
Insight Broker staffing model (Vallaeys, 2019): The new value-add role in a digital agency is not the programmer or the media buyer — it is the Insight Broker: someone who understands what causes results, can explain it to clients in plain language, and knows which levers to adjust. Hire for attitude first; aptitude is trainable. A high-attitude learner who follows process consistently outperforms a high-aptitude individual who resists structure.
"我们使用AI"已不再是差异化优势。所有咨询公司都能获取相同的AI工具。差异化在于咨询公司如何部署AI解决客户特定问题。
价值主张原则： "我们以独特的业务数据和场景为基础，运用AI与自动化技术——产出通用工具无法复制的结果。" 这种定位将咨询公司定位为资深使用者，而非现成软件的转售商。
卡斯帕罗夫原则（Vallaeys, 2019）： 流程更优的普通从业者胜过流程拙劣的顶尖人才。构建可重复的系统——然后招聘能够执行并优化系统的人，而非脱离系统的明星个体。优秀的流程胜过无流程的优秀人才。
洞察经纪人 staffing模型（Vallaeys, 2019）： 数字咨询公司的新增值角色不是程序员或媒体采购——而是洞察经纪人：理解业绩驱动因素、能用通俗语言向客户解释、知道调整哪些杠杆。优先招聘态度；能力可培养。态度积极、持续遵循流程的学习者胜过抗拒结构的高能力个体。

Quality Criteria

质量标准

Output from this skill is considered complete and of acceptable quality when it meets all of the following:
  • The 30-day onboarding checklist is present with day-by-day tasks grouped into four phases (Day 1–3, 4–7, 8–14, 15–30)
  • Retainer tiers are presented in a table with UGX price ranges, inclusions, and target client type for all four tiers
  • The content approval protocol specifies the 48-hour turnaround rule and the two-revision-rounds policy
  • An invoicing tool is recommended and justified by team size; mandatory invoice fields are listed
  • The URA tax note references the UGX 2,820,000 income threshold and the UGX 150M VAT threshold
  • The quality control checklist contains all nine items and is formatted as a tickable list
  • The reporting rhythm table covers all four report types with frequency, owner, and format
  • Section 8 AI revenue models are included when the client is building or considering AI-augmented services
  • Section 9 retention system (3-part: Kickoff, Communication Rhythm, Seed the Vision) is applied for any agency with 3+ clients
本技能输出需满足以下所有条件，方可视为完整且符合质量要求：
  • 包含30天入职checklist，按四个阶段（第1–3天、4–7天、8–14天、15–30天）分组展示每日任务
  • 服务费层级以表格呈现，包含四个等级的乌干达先令价格区间、服务内容及目标客户类型
  • 内容审批规则明确48小时周转要求及两轮修改政策
  • 根据团队规模推荐并说明发票工具；列出发票必填字段
  • URA税务说明提及2,820,000乌干达先令的收入门槛及1.5亿乌干达先令的增值税门槛
  • 质量控制checklist包含全部9项内容，格式为可勾选列表
  • 报告节奏表格涵盖四种报告类型，包含频率、负责人及格式
  • 当客户正在搭建或考虑AI增强服务时，需包含第8章的AI收入模型
  • 对于拥有3个以上客户的咨询公司，需应用第9章的三步留存体系（启动、沟通节奏、植入愿景）

References

参考资料

Link to these related skills when producing output. Read the linked skill before cross-referencing its deliverables in this playbook.
  • 01-client-brief/SKILL.md
     — client context capture; required at Day 1–3 of onboarding
  • meta-reporting/SKILL.md
     — monthly and quarterly report generation; required for Section 6
  • playbook-social-media-policy/SKILL.md
     — internal content governance; relevant to Section 5 quality control
  • meta-roi-framework/SKILL.md
     — ROI calculation for retainer justification; relevant to quarterly and annual reviews
生成输出时链接以下相关技能。交叉引用本手册中的交付成果前，请先阅读链接技能。
  • 01-client-brief/SKILL.md
     — 客户背景信息采集；入职第1–3天必填
  • meta-reporting/SKILL.md
     — 月度及季度报告生成；第6章必填
  • playbook-social-media-policy/SKILL.md
     — 内部内容治理；与第5章质量控制相关
  • meta-roi-framework/SKILL.md
     — 服务费投资回报率计算；与季度及年度复盘相关