Our clients now expect near-instant response times and real-time deliverables because they know we use generative AI. How do we adjust our service level standards in our documented processes without burning out our client account managers who still need to review the work?

Question

Tyler Smith · Accepted Answer

When clients realize you are using AI, their expectations of turnaround time compress. If they know a report can be drafted in seconds, they will no longer tolerate a two-week delivery window. However, rushing raw AI outputs to clients without human review is a recipe for a quality disaster.

To solve this, you must update your documented processes in your EOS® library. Do not just speed up the timeline. Redefine the steps. Break the workflow into two distinct parts: automated drafting and professional auditing.

Next, look at your Accountability Chart and ensure your client account managers GWC™ (get it, want it, capacity to do it) their seats under this new high-speed model. Their role is no longer to write the documents from scratch. Their role is to act as the editor and strategic advisor.

If your account managers are burning out, they are likely still trying to work the old way or are struggling with the transition from creator to auditor. Use a weekly Level 10 Meeting™ to IDS® this issue. You might find that you need to adjust your expectations of how many client accounts one manager can handle, or you may need to redesign your onboarding training to teach them how to review AI-generated drafts critically. Speed is table stakes, but quality control is where you keep your clients.