Client Workflow Record Template

For every Narqix specialist and Campaign Lead. After reading this page you will be able to start a Client Workflow Record on day one of a new client, fill all seven parts, and write task cards a trained teammate can follow without asking the client anything.

Track: All tracks · Role: Everyone, Campaign Lead · Time to complete: 20 min

What it is

One record per client. It is the living document that lets any trained Narqix person run the client's work tomorrow. It sits in the client's playbook folder on the shared drive, is owned by the client, and is maintained by you. The full method is on Client Workflow Record: Documenting Every Client's Processes in the Back Office and Admin track.

The Backup Test: if you disappeared tonight, could a trained teammate do your job tomorrow using only this record and the logins in the password manager? If not, the record is not done.

The template

CLIENT WORKFLOW RECORD · (CLIENT NAME)
Owner: (YOUR NAME)    Backup: (BACKUP NAME)    Campaign Lead: (LEAD NAME)
Created: (DATE)    Last full review: (DATE)

PART 1. CLIENT SNAPSHOT
Business and what it does: (COMPANY NAME), (WHAT THEY DO, SIZE)
Client contacts: (NAME), (ROLE), (PREFERRED CHANNEL)
                 (NAME), (ROLE), (PREFERRED CHANNEL)
Time zone and hours: (ZONE), (DAYS AND HOURS)
Our scheduled shift and overlap: (PER THE SHIFT PLAN)
Tone and sign-off: (TONE), sign as "(SIGN-OFF)"
Spelling and dates: (US OR UK ENGLISH), dates as (FORMAT)

PART 2. ACCESS MAP (never write passwords here)
System: (CRM, INBOX, SHARED DRIVE, OTHER)    Access level: (LEVEL)    Login location: (PASSWORD MANAGER ITEM NAME, or "own login")
System: (SYSTEM)    Access level: (LEVEL)    Login location: (LOCATION)
System: (SYSTEM)    Access level: (LEVEL)    Login location: (LOCATION)

PART 3. AUTHORITY AND LIMITS
May do without asking: (LIST)
Always needs approval: (LIST)
Spending or refund limit: (AMOUNT OR NONE)
The Never list (client's exact words): "(ITEM)", "(ITEM)", "(ITEM)"

PART 4. VIP AND ESCALATION
VIP people and what they get: (NAME OR ROLE), (FAST ALERT, NEVER AUTO-REPLY, OTHER)
Urgent client contact: (WHO), (HOW), (WHEN)
Narqix escalation path: Escalation Ladder, Campaign Lead (LEAD NAME), then Operations Manager

PART 5. TASK CARDS
(one card per recurring task, see the task card template below)

PART 6. CALENDAR, INBOX AND FILE RULES
Calendar rules: (LINK OR SUMMARY)
Inbox folders and sweep times: (LINK OR SUMMARY)
Folder structure and file naming: (LINK OR SUMMARY)

PART 7. CHANGE LOG
(DATE) · (WHAT CHANGED) · (WHY) · approved by (NAME)

The task card

TASK CARD: (TASK NAME)
Trigger: (WHEN IT HAPPENS: DAY AND TIME WITH ZONE, OR THE EVENT)
Inputs: (WHERE THE WORK COMES FROM: FOLDER, INBOX, CRM VIEW)
Steps:
1. (STEP)
2. (STEP)
3. (STEP)
4. (STEP)
Done means: (THE CHECKABLE END STATE)
Approval needed: (NONE, or WHO APPROVES WHAT)
Exceptions: (WHAT TO FLAG OR HOLD, AND TO WHOM)
Time it takes: (ABOUT HOW LONG, FOR HOW MUCH VOLUME)
Recording: (LINK TO WALKTHROUGH VIDEO)
Owner: (YOUR NAME)  ·  Backup: (BACKUP NAME)
Last verified: (DATE)

Example task card: daily callback list (real estate lead manager)

TASK CARD: Daily callback and follow-up list
Trigger: start of every shift, before the first dial
Inputs: CRM view "My follow-ups due today", tasks with today's date
Steps:
1. Sort due tasks by the seller's local time, earliest first.
2. Put promised callbacks with a fixed time on the calendar with a 10-minute reminder.
3. Check the calling window and attempt cap for each state on the list.
4. Work HOT and APPT follow-ups first, then FU-WARM by due date.
5. After each contact, write the note and set the next task before the next dial.
Done means: every task due today completed or rescheduled with a reason; no record without a next step
Approval needed: none
Exceptions: any seller who mentions an attorney, a lawsuit or a complaint goes to the Campaign Lead the same shift
Time it takes: about 2 hours for 25 follow-ups
Recording: (LINK)
Owner: (YOUR NAME)  ·  Backup: (BACKUP NAME)
Last verified: (DATE)

How to build it in the first 30 days

When	What you do
Kickoff	Lead fills Parts 1 to 4 with the client. You note the Never list word for word.
Week 1	Ask the client to record a short screen walkthrough of each task while doing it for real. Write the task card the same day. Send cards to the client to confirm.
Weeks 2 to 3	Work from the cards. Every time reality differs, fix the card.
Week 4	Backup Test: your backup reads the record and walks 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.

Keep it alive

Update the same day anything changes, and log it in Part 7
Full review every 90 days; update "Last verified" on every card
Before leave, read the record with your backup and add anything only in your head

Coach's note: Write the Never list in the client's exact words, in quotation marks. "Never book Friday afternoons" is clearer to a backup than your summary of it, and the client recognises their own rule instantly when they review the record.

Never do this: Never put passwords, codes, full account numbers or customer personal data in the record. It is shared with backups and leads. Point to the password manager item instead. Never keep knowledge that only you hold.

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?
The client tells you to stop booking meetings on Fridays. What do you update?

Answers

Could a trained teammate do your job tomorrow using only the record and the logins in the password manager?
Trigger, inputs, steps, done means, approval needed, exceptions, time it takes, recording, owner and backup, last verified.
In the password manager. The record names the password manager item, never the password.
Part 3 (the Never list, in the client's words), Part 6 if calendar rules are copied there, any affected task card, and a Part 7 change log line the same day.