Client Cheat Sheet Template

What it is

Your personal one-page summary of the client: the business, the customer, your work, the rules and the answers you need most. You build it on Day 2 of the five-day method on Learning How to Learn a New Client in Core Skills, and you keep it open on every shift.

The Client Workflow Record is the client's full process document. The cheat sheet is your quick reference. It must fit on one screen.

The template

CLIENT CHEAT SHEET: (CLIENT OR CAMPAIGN NAME)
Updated: (DATE)

THE BUSINESS
What they do: (ONE SENTENCE)
Areas served: (STATES, CITIES OR REGIONS)
A "win" is: (THE OUTCOME THAT MATTERS MOST)

THE CUSTOMER
Who they are: (TYPICAL CUSTOMER)
What they worry about: (TOP 2 TO 3 CONCERNS)
Tone: (FORMAL OR CASUAL, ANY WORDS TO USE OR AVOID)

MY WORK
My top recurring tasks: (1, 2, 3)
I get work from: (ROLE OR SOURCE)
I pass work to: (ROLE), using (HOW)
My KPIs: (KPI AND TARGET)

RULES
Client time zone and hours: (ZONE, HOURS)
Authority limits: (WHAT I CAN APPROVE, UP TO WHAT AMOUNT)
Needs approval: (LIST)
Never do: (LIST FROM PLAYBOOK)
Compliance notes: (CALLING WINDOW, DISCLOSURES, OPT-OUT HANDLING)

TOP 5 CUSTOMER QUESTIONS AND APPROVED ANSWERS
1. (QUESTION): (ANSWER)
2. (QUESTION): (ANSWER)
3. (QUESTION): (ANSWER)
4. (QUESTION): (ANSWER)
5. (QUESTION): (ANSWER)

TOP 3 OBJECTIONS OR COMPLAINTS
1. (OBJECTION): (APPROVED RESPONSE)
2. (OBJECTION): (APPROVED RESPONSE)
3. (OBJECTION): (APPROVED RESPONSE)

PEOPLE AND ESCALATION
Campaign Lead: (ROLE CONTACT)
Client contacts and what to send them: (ROLES)
Escalation path: (STEPS)

GLOSSARY
(TERM): (MEANING)
(TERM): (MEANING)

Optional track add-ons

Add the block for your track at the end of the sheet only if it still fits on one screen. These use the codes and terms from your track pages.

CALLING ADD-ON
Calling window by state: (STATE: HOURS), (STATE: HOURS)
Attempt cap: (RULE, e.g. 3 per 24 hours in capped states)
Recording disclosure wording: "(APPROVED WORDING)"
Where we are calling from (client's approved answer): "(CLIENT'S COMPANY AND MARKET OR OFFICE)"
Disposition codes I use most: (CODE: MEANING)
Hot lead handoff goes to: (ROLE), by (HOW), within (TIME)

TC ADD-ON
Title companies used: (TITLE COMPANY), closer (NAME ROLE), best contact (CHANNEL)
Deal types this client runs: (ASSIGNMENT, DOUBLE CLOSE, OTHER)
States and their disclosures: (STATE: DISCLOSURE OR WINDOW)
Client approves statements by: (WHO, HOW)
Report day for weekly pipeline: (DAY AND TIME)

PRESERVATION ADD-ON
Client portals and check times: (PORTAL NAME AS CLIENT CALLS IT), every (HOURS)
Reviewer preferences: (TOP 3 REJECTION CAUSES FOR THIS CLIENT)
Photo rules that differ from standard: (LIST)
Bid threshold and "complete then bid" limit: (AMOUNT)

SUPPORT AND BACK OFFICE ADD-ON
Refund or credit limit: (AMOUNT)
Verification steps before account changes: (STEPS)
Saved replies I use most: (NAMES)
Inbox sweep times: (TIMES AND ZONE)
VIPs: (NAMES OR ROLES), what they get: (RULE)

How to keep it useful

• Add every new answer the moment you receive it, so you never ask twice
• Update the "Updated" date every time you change it
• Re-read it at the start of each shift in your first two weeks
• Mid-week: add any new client memo or rule change
• Ask your lead to check it on Day 5 when you teach the client back

Check yourself

1. On which day of the five-day method do you build the cheat sheet?
2. What is the difference between the cheat sheet and the Client Workflow Record?
3. A caller is asked "where are you calling from?". Where on the sheet is the answer?
4. Your sheet now runs to three screens. What do you do?

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