Client Workflow Record: Documenting Every Client's Processes

For every Narqix specialist and lead. After reading you will be able to build and maintain a Client Workflow Record: the living document that lets any trained Narqix person run a client's work tomorrow without asking the client to explain it again.

Track: Back Office & Admin · Role: All back office roles, Team Leads · Time to complete: 30 min

Why this is the most important document we write

When a specialist is sick, on leave, promoted or replaced, the client should feel nothing. No repeated explanations, no dropped tasks, no "how did the last person do this?". That promise is only possible if every client's work is written down in one place, in a way anyone trained can follow.

That place is the Client Workflow Record. One per client. It sits in the client's playbook folder on the shared drive, owned by the client, maintained by you.

Coach's note: use the Backup Test. Ask yourself: "If I disappeared tonight, could a trained Narqix teammate do my job tomorrow using only this record and the logins in the password manager?" If the answer is no, the record is not done.

What the record contains

Part 1: Client snapshot

Item	Example
Business and what it does	(COMPANY NAME), residential HVAC, 14 technicians
Client contacts	Owner, operations manager, bookkeeper: names, roles, preferred channel
Time zone and hours	Central Time, Monday to Friday, 7:00 AM to 5:00 PM CT
Your scheduled shift and overlap	Per the shift plan
Tone and sign-off	Friendly and short; sign as "(YOUR NAME), Office of (CLIENT NAME)"
Spelling and dates	US English, dates as Oct 18, 2026

Part 2: Access map

List each system you use, what level of access you have, and where the login lives (the password manager item name). Never write passwords in the record.

System	Access level	Login location
Email inbox	Delegated	Your own login
CRM	Standard user	Password manager: "(CLIENT) CRM"
Shared drive	Editor on Admin, viewer on Finance	Your own login

Part 3: Authority and limits

What you may do without asking
What always needs approval
Spending limit (if any)
The Never list: things the client never wants done (for example "never reply to my mother's emails", "never book Friday afternoons", "never offer discounts")

Part 4: VIP and escalation

VIP people and what they get (fast alerts, never auto-replies)
Who to contact for what, and how (team channel, phone) for urgent issues
Narqix escalation path (link to the Escalation Ladder in Narqix Standards)

Part 5: Task cards

This is the heart of the record. One card per recurring task.

Task card: Weekly vendor invoice batch Trigger: every Monday by 12:00 PM CT, or when 10 or more invoices are waiting Inputs: invoices in the inbox folder "05 Finance" and the shared drive "Invoices In" Steps:

Collect all new invoices since last Monday.
Enter in the accounting system using the Double Entry Comparison method.
Match each to its purchase order; no PO goes to Held.
Control total checked against the invoice list.
Post the summary in the client channel. Done means: all invoices entered or held, control total matches, summary posted Approval needed: none for entry; client approves payment Exceptions: invoices over 5,000 USD flagged separately; new vendors flagged Time it takes: about 90 minutes for 30 invoices Recording: link to the walkthrough video Owner: (YOUR NAME) · Backup: (BACKUP NAME) Last verified: (DATE)

Part 6: Calendar, inbox and file rules

Link to or copy the client's calendar rules (see Calendar Management), inbox folders and sweep times (see Inbox Management), and folder structure (see File Naming and Document Control).

Part 7: Change log

Date	What changed	Why	Approved by
(DATE)	Invoices over 5,000 USD now flagged	Client request after audit	(CLIENT NAME)

How to build it (first 30 days)

When	What you do
Kickoff	Lead fills Parts 1 to 4 with the client. You listen and note the Never list word for word.
Week 1	For each task, ask the client to record a short screen walkthrough while doing it for real. Write a task card from each recording the same day.
Week 1	Send the client the task cards to confirm: "Did I capture this correctly?"
Weeks 2 to 3	Do the tasks from the cards. Every time reality differs from the card, fix the card.
Week 4	Backup Test: your backup reads the record and walks through two task cards with you. Fix every question they ask.
Day 30	Lead reviews the record with the client and agrees which tasks no longer need approval.

How to keep it alive

Update the same day something changes. A record that is three weeks out of date is dangerous.
Review every 90 days. Read every card. Mark "Last verified" with the date.
Log every change in Part 7.
Before leave, read the record with your backup and add anything that is only in your head.

Never do this: never put passwords, codes, full account numbers or customer personal data in the Client Workflow Record. It is shared with backups and leads. Point to the password manager item instead.

Never do this: never keep "secret knowledge" that only you know. Some people do this to feel safe in their job. At Narqix it is the opposite: specialists who document well are trusted with bigger accounts.

Check yourself

What is the Backup Test?
List the fields of a task card.
Where do logins live, and how does the record refer to them?
A client tells you on a call to stop booking meetings on Fridays. What do you update, and how?
How often is the record fully reviewed?