client-specific information that should be included.
by penny breslin
it’s not just the numbers
we use onenote to create a firm playbook for each client we work with. this program allows you to record voice and video and save it to a page or implant videos directly into the relevant onenote page.
more: how to develop internal procedures | why federated search matters | tips for getting clients started on bos | the best tech for your team and clients | marketing? know your goals first | eight things to stop doing now | you don’t have to do everything
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we get lots of zoom recordings on procedures from firms. in our world, the onenote template has a specific page for all videos as a subpage for each client. this onenote book resides on the shared server so that all the team members can access it at any time to verify, review or update procedures.
some firms will have a separate onenote book for internal partner-level information. that separation is a call the firm needs to make.
our onenote templates all have the following setup:
top tab is client
page 1 = description of client
page 2 = all login access we have
page 3 = team
page 4 = list of standard tasks and occurrence (this is also in the workflow, but we track it in procedures too just in case)
pages 4 and beyond are subpages that detail the specific needs of a particular client. we create links from the task page to the specific subpages. as an example, we typically do u.s. sales tax with clients, but we have some that require gst and vat to be managed. the detail of that process is created as a separate page because of the amount of info required. some clients have four pages, but many have more with details for specific tasking outside the norm.
if you do not make this a priority it will not get done! if you do not have regular meetings this will not get updated. if you do not have a dedicated person to manage this, it will not be done correctly.
this is a screenshot of the template we use in onenote.
we created a template so each procedure, whether internal or external, has the same layout on each page. this allows the teams to access the procedures quickly and get to the info they need. we have checklists for each procedure and embed them into the subpages where the protocol fits. the onenote books are accessible by all team members and are overseen by one person. she keeps these current as she sits in on each team meeting and notes any changes, additions or deletions to any procedure we utilize whether it be internal or external to the company.
when the occasional email comes in instead of a slack message and we need to do something with it that affects the procedures, we can send it from email to onenote so the procedure manager can take care of it.
try this experiment with your team or even just try to write it down for yourself.
run a month-end reconciliation
| task step order | who | description | external information link | completed |
here is a simple one we used that defined the steps one of our clients wanted but never wrote down. so we did and added the checklist to the recurring task in their workflow.
monthly reconciliation
- check dext for documents.
- publish the receipts into qbo from dext.
- match the transactions in qbo.
- reconcile the bank accounts.
- bookmark the statements received in the relevant source document with proper naming convention under the relevant heads as per the procedures.
- ensure the documents are stamped with date and time if the transaction is entered appropriately.
- mark the period, account number, ending balance and date with red and also make any notes required in red.
- ap aging, ar aging summary report, balance sheet, general ledger, profit and loss and reconciliation report should be generated from qbo and saved in the relevant source document.
- check whether the items in the vendor statements have been entered in qbo.
- check whether there are any uncleared transactions and make a note of the reason.
- check the balance sheet and ensure there are no abnormal balances.
- post any queries in the question tab with the reference number, date, amount.
- mark the relevant reference document in blue for easy identification of the query.
- save the documents in the query folder.
- move the task with questions posted if open point exists or bk review if no questions.
document a new client intake for your firm
below is a simple checklist we created for onboarding new clients. this is a fun one to start with because you can find out if everyone in your team is on the same page.
what should be documented?
- an introduction of your firm and your firm’s contacts. include mobile numbers and reasons to use the mobile number and specific reasons not to.
- policy standards on cash basis accounting
- policy standards on accrual basis accounting
- basic coa and numbering system
- policy standards for payroll
- all third-party software you utilize
- data entry standards
- list of current software and support links, contacts, training
- list of hardware and network support links and contacts
- your workflow rules and, if you have customized your workflow software, document your specific adaptations and uses.
- detail of each client-specific need
general schema for a playbook
below is the general schema we follow for a onenote playbook. you can choose how to format and organize your information, just make sure it’s done, it’s digital, it’s accessible and it’s updated.
overview
- your team members’ names, emails, cell, role (include yourself)
- if you are outsourcing data entry to a third party, include emergency contact information and rules of contact
standards for accrual
your standard coa (subpage)
standards for quickbooks (subpage)
standards for xero (subpage)
standards for cash
standards for payroll
- journal entry (je) format
- check entry format
- login to accountants’ dashboard for their payroll provider (on login page with link from here to that page)
standards for credit cards
standards for document naming
- file names are important and should be consistent throughout all your documents for all your clients.
standard service level agreement
- enter in all the checklist items you may ever use and adjust the checklist for each client engagement.
asp-managed server
- who, how to contact, when to contact, their faqs
- steps for setting up a client on the asp
- training documentation you may need to provide to the client
workflow
- vendor contact, faqs, how to add users
- rules for use
- any customized functions you have implemented
support for third-party software
- one subpage for each with contact, affiliate program information, faqs and how to add clients
client specifics
- each client has a subpage with all the steps for how to perform each function you and the client have agreed that you will perform as bos.
- by right-clicking this page you can copy the link to this page and add it to your client’s crm contact for easy access from the crm system.
- for any work that is standard, refer the reader back to the standards page where it applies.
- the only items in here detail the aspects of the work that are unique to this client.
here are some examples of client-specific information that should be included in your playbook:
- the client may have the need for some accounts that are not on your standard coa. add them in the client subpage with an explanation of their use.
- the client may require that all ap checks in their software bank register have the memo field note the invoice reference. enter that along with a screenshot of what it looks like once it is done properly in the software.
- the client may have a third-party program that handles their inventory outside of the accounting program. enter the name of the inventory program and how information is reconciled in the accounting software.
- the client has provided usernames and passwords to specific locations where your team can grab financial source documents. place the usernames and passwords here. this is a digital document on your secure server and is never printed or accessed by anyone outside of the team. subpages are for detailed specifics and pages are for standards.
- using a password manager? good, then note the password manager as the location for the person working on the task to obtain access. i am not sanguine about browser saves on passwords. 1password, lastpass or other similar managers are better and more controllable.