Everything the firm knows about a client. One page.
Contacts, notes, documents, emails, open work, deadlines, invoices, and every action ever taken on the file. In one profile anyone on the team can read in five minutes.
The "ask Sarah" problem
In most firms, client knowledge has a name attached. Ask Sarah, she handles them. Sarah knows the client's fiscal year is odd, that the husband handles the paperwork but the wife makes the decisions, that they always send documents late but always pay early, that last year's HST issue was resolved with a specific memo.
The firm doesn't know any of this. Sarah does. Sarah takes vacations, gets promoted, and may one day give notice. When that happens, twenty client relationships lose part of their history overnight.
The client profile
Contacts
Every person attached to the account: the owner, the bookkeeper, the spouse, the assistant who actually answers emails. Who they are, how they prefer to be reached, and their role on the file.
Notes
The institutional memory, written down. The quirks, the history, the "always call before emailing" flags. Pinned where the next person will actually see them, not buried in a text file on someone's desktop.
The work
Every open engagement and its status, every deadline on the horizon, every past file. The whole relationship's history of work, scrollable.
The record
Documents, emails, messages, invoices, payments. Not links to five other systems. Here.
August fiscal year end. Rana prefers calls over email. Sends documents late; pays same day.
New staff member, five minutes, up to speed. Sample data. Firm and client names are fictional.
The activity log
Every action on a client's file is recorded: who opened what, who sent what, who changed what, when. Not for surveillance. It is institutional memory, and accountability that does not depend on recollection.
When a client disputes what they were told, the record answers. When a file went quiet for two weeks, the log shows where. Before a difficult call, five minutes with the timeline replaces an hour of asking around. In a profession where "who did what, when" can become a serious question, the answer should live in a record.
Make the firm smarter than any one person in it.
The goal is not to replace the person who knows the client best. It is to make sure the firm still knows what they know on the day they are away.
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