# Company Knowledge

## Purpose

This file is the factual brain of the business.

If `me.md` explains the person and `brandguidelines.md` explains the voice, `companyknowledge.md` explains what the company actually knows.

This is where you store the business facts that AI should use when answering questions or creating content.

Examples include:

- products
- services
- pricing
- frequently asked questions
- policies
- processes
- team information
- locations
- contact details

This file should be as accurate as possible. When facts change, this file should change too.

## Why This File Improves AI Output

Without this file, AI often fills gaps with generic assumptions.

With this file, AI can better answer:

- What do you sell?
- Who is it for?
- How much does it cost?
- What is included?
- What happens next?
- Who on the team handles what?
- Where do you operate?
- How should a basic customer question be answered?

This is usually the most powerful file for customer-facing prompts.

## Required Fields

Most businesses should include all of these.

- Business snapshot
- Products and services
- Pricing or pricing approach
- FAQs
- Core processes or SOPs
- Team bios
- Locations or service areas
- Contact information
- Last updated date

## Optional Fields

These are often helpful.

- Legal name and DBA
- Hours
- Guarantees or warranties
- Refund or cancellation policy
- Financing information
- Testimonials
- Case studies
- Onboarding details
- Delivery timelines
- Vendor notes
- Seasonal service notes
- Partnerships
- Compliance notes
- Internal glossary
- Common objections and responses

## Searchable Tag and Index Suggestion

A small searchable index makes this file even stronger.

Use short lowercase tags with hyphens.

Examples:

- `[service:maintenance-plan]`
- `[service:water-heater-replacement]`
- `[audience:homeowner]`
- `[location:orange-county]`
- `[faq:financing]`
- `[process:lead-intake]`

A good pattern is:

- add a master search index near the top
- add tags to repeatable sections
- include common aliases for your services

Example:

- “maintenance plan” may also be called “membership,” “service plan,” or “annual plan”
- “contact us” may also be called “book now,” “request service,” or “schedule a visit”

These alias notes help the AI find the right section faster.

## Concrete Examples

Weak service entry:

- AC service. We help people with air conditioning.

Better service entry:

- Service name: Seasonal AC Tune-Up  
- Best for: Homeowners who want to prevent breakdowns and improve efficiency before peak summer use  
- Includes: Filter check, thermostat check, temperature split check, visual inspection, basic cleaning, and service notes  
- Starting price: $129  
- Does not include: Major repairs or replacement parts

Weak FAQ:

- Q: Do you finance?  
- A: Yes.

Better FAQ:

- Q: Do you offer financing?  
- A: Financing may be available through a third-party partner for approved customers on qualifying jobs. Financing terms are not guaranteed and must be confirmed at the time of estimate.

Weak process:

- We follow up with leads.

Better process:

- Process: Lead follow-up  
- Trigger: A web form, phone call, or Facebook message comes in  
- Goal: Respond during business hours within 15 minutes when possible  
- Steps: Review request, confirm service area, confirm problem type, offer next step, document conversation, set reminder if no reply  
- Escalate if: The request includes safety concerns, active water damage, or a same-day emergency request we may not be able to support

## Copy-and-Paste Template

```md
# Company Knowledge

## File Purpose
This file stores the business facts AI should use when creating drafts or answering questions.

## Last Updated
[YYYY-MM-DD]

## Business Snapshot
- Legal name:
- Public-facing business name:
- Short company description:
- Industry:
- Primary audience:
- Secondary audience:
- Service area or locations:
- Business hours:
- Website:
- Booking link:
- Main phone:
- Main email:

## Search Index
- Core tags:
- Audience tags:
- Location tags:
- Product/service tags:
- FAQ tags:
- Process tags:
- Common aliases and alternate names:

## Products and Services

### Product or Service Template
- Name:
- Tags:
- Aliases:
- Category:
- One-line description:
- Best for:
- Customer problems it solves:
- Main outcomes:
- What is included:
- What is not included:
- Starting price or price range:
- Custom quote required?:
- Typical timeline:
- Delivery method or appointment type:
- Requirements before purchase or booking:
- Common objections:
- Recommended response to objections:
- Related upsells or cross-sells:
- Call to action:
- Notes:

## Pricing

### Pricing Notes
- Pricing model:
- Taxes or fees:
- Financing available?:
- Discounts or promotions:
- What AI may say confidently about pricing:
- What AI must not guess about pricing:

### Pricing Table
| Offer | Starting Price | Notes | Last Verified |
|---|---:|---|---|
| [Offer name] | [$0.00] | [Notes] | [YYYY-MM-DD] |

## Frequently Asked Questions

### FAQ Template
- Question:
- Short answer:
- Longer answer:
- Related offer or department:
- Tags:
- Last verified:

## Processes and SOPs

### Process Template
- Process name:
- Tags:
- Trigger:
- Owner:
- Goal:
- Tools used:
- Step-by-step instructions:
  1.
  2.
  3.
  4.
- Common mistakes:
- Escalation point:
- Success checklist:
- Last updated:

## Team Bios

### Team Member Template
- Name:
- Role:
- Main responsibilities:
- Areas of expertise:
- Communication style:
- What they can speak about confidently:
- What should be escalated beyond them:
- Best internal contact method:
- Short bio:

## Locations and Service Areas

### Location Template
- Name:
- Address:
- Cities or ZIP codes served:
- Hours:
- Special notes:
- Parking or appointment notes:
- Tags:

## Contact Information

### General Contact
- Main phone:
- Main email:
- Website:
- Booking link:
- Social links:
- Emergency or after-hours info:

### Department Contacts
- Sales:
- Support:
- Billing:
- Scheduling:
- Partnerships:

## Policies and Important Notes
- Refund policy:
- Cancellation policy:
- Warranty notes:
- Financing notes:
- Safety or compliance notes:
- What AI should never promise:

## Internal Glossary
- Term:
  - Meaning:
  - Customer-friendly explanation:

## Extra Notes
[Any additional information that could help AI answer more accurately.]
```

## Short Sample Entry

```md
# Company Knowledge

## Last Updated
2026-06-08

## Business Snapshot
- Public-facing business name: Harbor Home Services
- Short company description: We help homeowners with HVAC and plumbing service in Orange County.
- Primary audience: Homeowners
- Secondary audience: Landlords and small property managers
- Service area or locations: Orange County, California
- Business hours: Monday to Friday, 8:00 AM to 5:00 PM
- Main phone: (555) 010-2040
- Main email: hello@harborhomeservices.com

## Search Index
- Core tags: [service:hvac] [service:plumbing] [service:maintenance-plan]
- Audience tags: [audience:homeowner] [audience:landlord]
- Location tags: [location:orange-county]
- Common aliases and alternate names: membership = maintenance plan

## Products and Services

### Home Comfort Membership
- Tags: [service:maintenance-plan]
- Aliases: membership, annual plan
- Category: Maintenance
- One-line description: Ongoing maintenance plan for homeowners who want fewer surprises and priority scheduling.
- Best for: Homeowners who want preventive service
- What is included: Seasonal system checks, reminders, and member pricing on qualifying work
- Starting price or price range: $24/month or $249/year
- Call to action: Ask about membership options

## Pricing

### Pricing Notes
- Pricing model: Mix of flat-rate services and quote-based work
- What AI may say confidently about pricing: Starting prices that are listed here
- What AI must not guess about pricing: Final job totals without inspection

## Frequently Asked Questions

### FAQ
- Question: Do you offer financing?
- Short answer: Financing may be available on qualifying jobs.
- Longer answer: Financing may be available through a third-party partner for approved customers. Terms must be confirmed at the time of estimate.
- Tags: [faq:financing]
- Last verified: 2026-06-08

## Contact Information
### General Contact
- Main phone: (555) 010-2040
- Main email: hello@harborhomeservices.com
- Booking link: harborhomeservices.com/book
```

## Long Sample Entry

```md
# Company Knowledge

## Last Updated
2026-06-08

## Business Snapshot
- Legal name: Harbor Home Services LLC
- Public-facing business name: Harbor Home Services
- Short company description: Harbor Home Services helps Orange County homeowners with HVAC and plumbing repairs, maintenance, and replacement planning through clear communication and dependable service.
- Industry: Residential HVAC and plumbing
- Primary audience: Homeowners and busy families
- Secondary audience: Landlords, real estate agents, and small property managers
- Service area or locations: Irvine, Tustin, Orange, Santa Ana, Costa Mesa, and nearby communities
- Business hours: Monday through Friday, 8:00 AM to 5:00 PM
- Website: harborhomeservices.com
- Booking link: harborhomeservices.com/book
- Main phone: (555) 010-2040
- Main email: hello@harborhomeservices.com

## Search Index
- Core tags: [service:hvac-repair] [service:plumbing-repair] [service:maintenance-plan] [service:water-heater-replacement]
- Audience tags: [audience:homeowner] [audience:landlord] [audience:property-manager]
- Location tags: [location:orange-county] [location:irvine] [location:tustin]
- FAQ tags: [faq:financing] [faq:weekend-service] [faq:estimates]
- Process tags: [process:lead-intake] [process:estimate-follow-up] [process:service-visit]
- Common aliases and alternate names:
  - membership = maintenance plan
  - request service = book a visit
  - estimate = quote
  - system replacement = install

## Products and Services

### Seasonal AC Tune-Up
- Tags: [service:hvac-repair] [audience:homeowner]
- Aliases: AC maintenance, cooling tune-up
- Category: Maintenance
- One-line description: Preventive service visit to help catch small issues before heavy summer use.
- Best for: Homeowners who want to reduce the chance of breakdowns and improve system performance
- Customer problems it solves: Neglected maintenance, weak cooling, concern before hot weather
- Main outcomes: Better system awareness, basic preventive care, clearer recommendations
- What is included:
  - Visual system inspection
  - Thermostat check
  - Temperature split check
  - Filter review
  - Basic cleaning and notes
- What is not included:
  - Major repairs
  - Refrigerant leak repairs
  - Full part replacement
- Starting price or price range: $129
- Custom quote required?: No
- Typical timeline: 60 to 90 minutes
- Delivery method or appointment type: On-site visit
- Requirements before purchase or booking: Working access to the system
- Common objections:
  - “I’ll wait until something breaks.”
  - “I just changed the filter.”
- Recommended response to objections:
  - Maintenance helps catch issues early and gives clearer options before peak-season breakdowns
- Related upsells or cross-sells:
  - Home Comfort Membership
  - Thermostat upgrade
- Call to action: Schedule your seasonal tune-up
- Notes: Do not promise that maintenance prevents all future repairs

### Water Heater Replacement
- Tags: [service:water-heater-replacement] [audience:homeowner]
- Aliases: water heater install, hot water replacement
- Category: Replacement
- One-line description: Replacement options for failing or outdated residential water heaters.
- Best for: Homeowners dealing with leaks, age-related problems, or unreliable hot water
- Customer problems it solves: Inconsistent hot water, leaking unit, aging system
- Main outcomes: Improved reliability and safer operation
- What is included:
  - Equipment recommendation
  - Removal of old unit
  - New unit installation
  - Basic startup and walkthrough
- What is not included:
  - Drywall repair
  - Plumbing changes beyond normal install scope unless quoted
- Starting price or price range: Custom quote required
- Custom quote required?: Yes
- Typical timeline: Usually same day once scope is confirmed
- Delivery method or appointment type: On-site estimate and installation
- Requirements before purchase or booking: Site review may be required
- Common objections:
  - “Can you quote me exactly over text?”
- Recommended response to objections:
  - We can provide a rough range only after a few details, but final pricing depends on unit type, access, code requirements, and install conditions
- Related upsells or cross-sells:
  - Maintenance plan
  - Expansion tank review
- Call to action: Request an estimate
- Notes: Do not guess permit or code requirements

### Home Comfort Membership
- Tags: [service:maintenance-plan] [audience:homeowner]
- Aliases: membership, annual service plan, maintenance plan
- Category: Membership
- One-line description: Ongoing preventive plan for homeowners who want reminders, seasonal checks, and member benefits.
- Best for: Homeowners who want fewer surprises and easier maintenance planning
- Customer problems it solves: Missed maintenance, reactive repairs, no regular service schedule
- Main outcomes: Better upkeep, reminders, and easier follow-up
- What is included:
  - Seasonal reminders
  - Annual check schedule
  - Member pricing on qualifying work
  - Priority scheduling when available
- What is not included:
  - Guaranteed same-day service
  - Free major repairs
- Starting price or price range: $24/month or $249/year
- Custom quote required?: No
- Typical timeline: Starts immediately after enrollment
- Delivery method or appointment type: Ongoing plan
- Requirements before purchase or booking: Active home ownership or managed property
- Common objections:
  - “I do not want another subscription.”
- Recommended response to objections:
  - The plan is designed for homeowners who want a simple maintenance routine and fewer last-minute surprises
- Related upsells or cross-sells:
  - Tune-up services
  - Replacement planning consult
- Call to action: Ask us about membership options
- Notes: Do not promise savings numbers unless they are documented elsewhere

## Pricing

### Pricing Notes
- Pricing model: Mix of flat-rate maintenance services and quote-based repairs or replacements
- Taxes or fees: Standard taxes or disposal fees may apply where relevant
- Financing available?: May be available on qualifying replacement jobs through a third-party partner
- Discounts or promotions: Promotions may exist seasonally and must be confirmed before mention
- What AI may say confidently about pricing: Listed starting prices and listed membership pricing
- What AI must not guess about pricing: Final repair totals, replacement totals, financing approval, tax totals, or permit-related costs

### Pricing Table
| Offer | Starting Price | Notes | Last Verified |
|---|---:|---|---|
| Seasonal AC Tune-Up | $129 | Flat starting price for standard preventive visit | 2026-06-08 |
| Home Comfort Membership | $24/month | Annual option also available | 2026-06-08 |
| Home Comfort Membership | $249/year | Annual prepaid option | 2026-06-08 |
| Water Heater Replacement | Custom quote | Final amount depends on scope and install conditions | 2026-06-08 |

## Frequently Asked Questions

### FAQ
- Question: Do you offer financing?
- Short answer: Financing may be available on qualifying replacement jobs.
- Longer answer: Financing may be available through a third-party partner for approved customers on qualifying work. Terms, rates, and approval are not guaranteed and must be confirmed at the time of estimate.
- Related offer or department: Replacement sales
- Tags: [faq:financing]
- Last verified: 2026-06-08

### FAQ
- Question: Do you offer weekend service?
- Short answer: Limited weekend availability may exist for urgent situations.
- Longer answer: Regular business hours are Monday through Friday. Limited weekend help may be available in specific urgent cases, but availability should never be promised unless confirmed.
- Related offer or department: Scheduling
- Tags: [faq:weekend-service]
- Last verified: 2026-06-08

### FAQ
- Question: Can you give me an exact quote without seeing the job?
- Short answer: Sometimes we can give a rough range, but many jobs require inspection first.
- Longer answer: Final quotes may depend on access, parts, code requirements, equipment type, and the actual cause of the problem.
- Related offer or department: Estimates
- Tags: [faq:estimates]
- Last verified: 2026-06-08

## Processes and SOPs

### Lead intake
- Tags: [process:lead-intake]
- Trigger: Phone call, website form, text, or social message
- Owner: Customer care coordinator
- Goal: Gather enough information to route or schedule the request correctly
- Tools used: Phone, website form, CRM
- Step-by-step instructions:
  1. Confirm name, phone number, and service address
  2. Confirm service area
  3. Ask what issue the customer is experiencing
  4. Determine whether the request sounds urgent
  5. Offer the correct next step: schedule, estimate, or callback
  6. Log the details in the CRM
- Common mistakes:
  - Missing address
  - Missing callback number
  - Promising availability before it is confirmed
- Escalation point:
  - Safety concern
  - Active flooding
  - Gas-related concern
  - High-conflict or legal language
- Success checklist:
  - Customer details captured
  - Need identified
  - Next step clearly stated
  - CRM updated
- Last updated: 2026-06-08

### Estimate follow-up
- Tags: [process:estimate-follow-up]
- Trigger: Estimate sent but no decision yet
- Owner: Office manager or owner
- Goal: Follow up helpfully without sounding pushy
- Tools used: Email, phone, CRM
- Step-by-step instructions:
  1. Review estimate details
  2. Confirm how long it has been since the estimate was sent
  3. Send a short check-in message
  4. Ask whether the customer has questions
  5. Offer clarification or next steps
  6. Set a reminder if there is no reply
- Common mistakes:
  - Following up too aggressively
  - Restating technical details without translating them
- Escalation point:
  - Pricing dispute
  - Complaint about prior service
- Success checklist:
  - Tone stays professional
  - Customer has a clear next step
  - Follow-up is documented
- Last updated: 2026-06-08

## Team Bios

### Elena Rivera
- Name: Elena Rivera
- Role: Founder and Owner
- Main responsibilities: Leadership, customer communication review, estimates, marketing approvals
- Areas of expertise: Operations, customer experience, service business growth
- Communication style: Calm, practical, direct
- What they can speak about confidently: Company direction, customer experience, offers, memberships
- What should be escalated beyond them: Legal matters
- Best internal contact method: Email
- Short bio: Elena leads the business and shapes customer communication, service standards, and growth strategy.

### Marcus Chen
- Name: Marcus Chen
- Role: Operations Manager
- Main responsibilities: Scheduling support, technician coordination, process improvements
- Areas of expertise: Field workflow, dispatch, service quality
- Communication style: Efficient and clear
- What they can speak about confidently: Daily operations and scheduling realities
- What should be escalated beyond them: Pricing exceptions and legal issues
- Best internal contact method: Phone
- Short bio: Marcus helps keep the day moving and makes sure jobs are routed correctly.

### Sofia Martinez
- Name: Sofia Martinez
- Role: Customer Care Coordinator
- Main responsibilities: First responses, appointment booking, lead intake
- Areas of expertise: Customer communication and follow-up
- Communication style: Friendly and organized
- What they can speak about confidently: Scheduling steps, basic FAQs, service area
- What should be escalated beyond them: Technical diagnosis and disputes
- Best internal contact method: CRM or phone
- Short bio: Sofia is often the first point of contact and helps customers understand the next step.

## Locations and Service Areas

### Orange County service area
- Name: Orange County service area
- Address: Mobile service business
- Cities or ZIP codes served: Irvine, Tustin, Orange, Santa Ana, Costa Mesa, and nearby communities
- Hours: Monday through Friday, 8:00 AM to 5:00 PM
- Special notes: Weekend availability is limited and must be confirmed
- Parking or appointment notes: Customers should provide gate or parking instructions when relevant
- Tags: [location:orange-county]

## Contact Information

### General Contact
- Main phone: (555) 010-2040
- Main email: hello@harborhomeservices.com
- Website: harborhomeservices.com
- Booking link: harborhomeservices.com/book
- Social links:
  - Facebook: facebook.com/harborhomeservices
  - Instagram: instagram.com/harborhomeservices
- Emergency or after-hours info: After-hours emergency response may be limited and must not be promised unless confirmed

### Department Contacts
- Sales: sales@harborhomeservices.com
- Support: hello@harborhomeservices.com
- Billing: billing@harborhomeservices.com
- Scheduling: schedule@harborhomeservices.com
- Partnerships: partners@harborhomeservices.com

## Policies and Important Notes
- Refund policy: Case-by-case and must not be promised without review
- Cancellation policy: Confirm current policy before stating fees or exceptions
- Warranty notes: Warranty details depend on the service or equipment
- Financing notes: Third-party financing may be available for approved customers on qualifying jobs
- Safety or compliance notes: Do not guess permit, code, or safety requirements
- What AI should never promise:
  - exact pricing without inspection
  - same-day service without confirmation
  - permit requirements without confirmation
  - financing approval
  - refund approval

## Internal Glossary
- static pressure:
  - Meaning: A technical HVAC performance concept
  - Customer-friendly explanation: One of the measurements technicians may use to understand how well air is moving through the system
- thermal expansion tank:
  - Meaning: A plumbing component used in specific water heater setups
  - Customer-friendly explanation: A part that helps manage pressure changes in some plumbing systems

## Extra Notes
Use this file as the source of truth for facts. If a customer-facing response depends on something not listed here, say that confirmation is needed instead of guessing.
```

## Prompt Snippets for Using This File

### Prompt Snippet 1

```text
Using my attached companyknowledge.md, answer this customer question in plain English:
[PASTE QUESTION]
```

### Prompt Snippet 2

```text
Use my companyknowledge.md to create a one-page FAQ section for my website.
```

### Prompt Snippet 3

```text
Using my companyknowledge.md, compare my top 3 services in a simple table for a customer who is not technical.
```

### Prompt Snippet 4

```text
Use my companyknowledge.md to draft a new team member training sheet that explains our lead intake process and common FAQs.
```

## Tips for Keeping This File Current

Review this file at least once a month.

Update it when:

- pricing changes
- services change
- FAQs change
- team roles change
- hours change
- service areas change
- policies change
- processes change

Best practice:

- Put a “Last verified” date on pricing and FAQ entries
- Add tags to new services as you create them
- Remove outdated offers instead of leaving them buried in the file
- If something should not be guessed, say that clearly

This file is strongest when it is short enough to trust and detailed enough to be useful.