Clients and suppliers
Core Vault
Clients, Suppliers and Campaigns
Clients, suppliers and campaigns get handled case by case, so promises slip, contracts roll over and nobody can say what worked. Clients, Suppliers and Campaigns gives each of them a proper working structure: four packs of nine connected systems, run month by month.
Sound familiar?
- Small favours for clients add up, and nobody's counting what they cost us.
- We only find out a client is unhappy when their notice arrives.
- I couldn't list our suppliers without opening the bank statement.
- We're getting complaints by phone, email and reviews, and nobody can say how many.
- We ran the campaign, it felt busy, and we still can't say whether it worked.
Who it's for: Owners, account leads and operations or marketing leads in businesses of 5 to 50 people with ongoing clients, suppliers they rely on and their own campaigns to run.
What you get
36 systems, each ready to use
Each Core Pack structures a full business area with nine connected systems, run every month. This Vault holds four of them.
Each pack also has a Pack Overview that shows where to start, a Set Up with AI prompt, and a Digital Kit to help you set it up in a tool such as ClickUp, Notion or Microsoft 365.
With every system
- Read Me FirstThe guide: what the system solves, how to set it up and how to run it.
- See It Filled InThe worked example, completed for Tamberly Studio, a fictional company, so you can see what good looks like.
- Your SystemThe Word file you fill in and keep.
- Start a New SheetA fresh copy for each new week, project or meeting, on the 22 of 36 systems that repeat.
- Print and Fill by HandThe PDF, if you prefer paper.
Look inside
The real pages, filled in
These are pages from the files you'd download, completed for Tamberly Studio, the fictional company used in every example. Click a page to read it full size.
Everything inside
Every pack and system in Clients, Suppliers and Campaigns
Pack 1 of 4 · 9 systemsClient Delivery Flow
Fixes: Each client is run differently, so promises get lost between the sale and the work, and renewals creep up unplanned.
- Client Onboarding Flow
- Take each new client from signed contract to steady delivery, with scope, success measures and a dated sign-off agreed in writing.Includes Start a New Onboarding Sheet
- Client Request and Change Log
- Log every client request in one place, judge it against the agreed scope, and get extra work priced and approved before it starts.Includes Start a New Client Log
- Client Feedback Loop
- Ask each client the same few questions at fixed points, write down what they said, act on it and tell them what you did.
- Client Account Review
- Run a quarterly meeting with each client on a fixed agenda that starts with results, and record every decision and who agreed it.Includes Start a New Review Sheet
- Client Renewal Plan
- Start each renewal 90 days before the notice date, build the case from your own records and work through to a signed decision.Includes Start a New Renewal Sheet
- Client Health Tracker
- Score every ongoing client each month on five signals against printed definitions, with an action for anyone in the Watch or At risk band.Includes Start a New Month Sheet
- Client Escalation Protocol
- Get the right person on an unhappy client within a set time, and record "fixed" and "closed with the client" separately.
- Client Results Log
- Record what your work achieved for each client against the agreed measures, with the evidence and permission to quote.
- Client Offboarding Checklist
- End a client or a service line cleanly: work handed over, money settled, access removed, personal data dealt with and lessons sent back.Includes Start a New Offboarding Sheet
Pack 2 of 4 · 9 systemsCX and Retention Engine
Fixes: Customers buy once and drift off, and what they tell you is scattered across inboxes, calls and reviews.
- Customer Journey Map
- Map every stage from first enquiry to buying again, with one owner per stage and the pain points scored into a fix list.
- Service Standards
- Write one measurable promise for each moment that matters to customers, with a target, a measure and an owner.
- Voice of the Customer Log
- Gather what customers say from every channel into one log, in their own words, and read the top three themes each month.
- Complaint Handling Process
- Give every complaint one front door: logged the same day, acknowledged within 1 working day, with a remedy from a printed guide and the cause fixed.
- Customer Experience Scorecard
- Read seven measures tied to your service standards each month, colour them by a printed rule and give every Red an action.Includes Start a New Month Sheet
- Journey Walk-Through Check
- Each quarter, have someone go through your journey as a customer would, score every step and find what your logs miss.Includes Start a New Walk-Through Sheet
- Customer Retention Tracker
- Group customers by the quarter you won them, count who bought again at 3, 6 and 12 months, and record why the rest didn't.
- Win-Back and Repeat Business Plan
- Approach lapsed customers by group with one clear offer, with the lawful basis checked for every row and an opt-out in every message.Includes Start a New Campaign Sheet
- Reviews and Testimonials Log
- Record every public review and testimonial: where it is, the checks it passed, when you replied and the permission to use it.
Pack 3 of 4 · 9 systemsSupplier Ops Kit
Fixes: Suppliers are chosen in a hurry and rarely looked at again, until one renews, lapses or lets you down.
- Supplier Register
- List every supplier and freelancer with an owner, a tier set by a printed rule, a contract end date and whether they hold your data.
- Supplier Selection Scorecard
- Choose a new supplier from two to four options: must-pass checks first, then weighted scores, then an approved decision with the reason.Includes Start a New Selection Sheet
- Supplier Onboarding Checks
- Run the right checks on a new supplier before the first order, sized to its tier, with bank details confirmed by phone.Includes Start a New Onboarding Sheet
- Supplier Contract and Cost Tracker
- Hold every supplier contract on one page, with its notice terms, cost and a decide-by date before each notice date.
- Supplier Performance Review
- Score your key suppliers on four agreed measures from the issue log, then decide Keep, Improve or Replace by a printed rule.Includes Start a New Quarter Sheet
- Supplier Issue and Dispute Log
- Log every supplier problem the same day, tell them in writing within 2 working days and close each one with its outcome.
- Supplier Annual Compliance Check
- Once a year, check key suppliers' insurance, data terms and ownership against evidence, and turn anything that's changed into a dated finding.Includes Start a New Year Sheet
- Supplier Risk and Continuity Check
- Once a year, ask of every Critical supplier what happens if they fail, how long you could cope and what the backup is.Includes Start a New Year Sheet
- Supplier Exit Plan
- Leave a supplier cleanly, planned backwards from the notice date: data out first, notice in writing, access removed, final bill settled.Includes Start a New Exit Sheet
Pack 4 of 4 · 9 systemsMarketing and Campaign Ops
Fixes: Marketing runs a week at a time, so plans pile up in the same month and nobody can say which channels earn their keep.
- Marketing Calendar
- Plan the year's marketing by month on one page, with a capacity check each quarter against the hours the team really has.Includes Start a New Year Sheet
- Campaign Strategy Canvas
- Plan each campaign on one page before work starts: a goal with a number, audience, offer, spend, a measure and a stop rule.Includes Start a New Campaign Sheet
- Contact List and Consent Register
- Record each marketing list with its source and basis for contact, and clear every send with a six-point check first.
- Campaign Delivery Tracker
- Run every campaign asset from brief to live on one sheet, with a gate at each of five stages and a claims checked date on every row.Includes Start a New Campaign Sheet
- Marketing Claims and Compliance Check
- Check every asset before it goes live against ten printed checks drawn from the advertising rules, with the evidence for each claim held first.Includes Start a New Claims Sheet
- Campaign Performance Snapshot
- Read a live campaign every Friday on one sheet: spend, responses, qualified enquiries and cost per enquiry, with the stop rule checked on its date.Includes Start a New Snapshot Sheet
- Campaign Review
- Within 5 working days of a campaign ending, compare it with its goal and decide Repeat, Change or Drop for every channel.Includes Start a New Review Sheet
- Marketing Channel Scorecard
- Each month, count every channel's spend, hours and qualified enquiries, turn the hours into cost, and mark it Keep, Grow or Cut.Includes Start a New Month Sheet
- Marketing Playbook
- Keep what your marketing has proved in one living document, with each entry citing the campaign or test behind it.
Area 5: Clients and suppliers
How this area builds up
Mini and Core do different jobs, and they aren't copies of one another. Masterworks holds both, for every area.
Core Vault · $299
Run the whole area every month
Clients, Suppliers and Campaigns
Four Core Packs of nine connected systems. 36 systems.
You are here
Mini Vault · $75
Focused fixes for specific problems in this area
Four Mini Packs of two focused systems, each used in a week or two. 8 systems.
Masterworks
$999
Both, for every area
All 352 systems, with a 90-day plan to roll them out.
Mini and Core in just three areas costs $1,122, more than the whole library.
Questions
Common questions
Is this software?
No. Systems are done-for-you templates in Word and PDF, built from real operating experience. We call them systems because each one is ready to use and connects to the next.
Do I have to change the tools I use?
No. Keep ClickUp, Notion, Microsoft 365 or whatever you use now. Every pack includes a Digital Kit to set it up there.
I've tried templates before and stopped using them. Why would this stick?
Writing it down is only the start. Every system names an owner, a review date and a place in the routine, and each one feeds the next. Files can help a team keep going, but nothing can guarantee it. The running is still up to you.
What happens when I buy?
You pay through Lemon Squeezy, then land on a page with your download buttons. We also email you a download link. There is no account to set up.
Do I get updates?
Yes, you get lifetime updates. When a system you own is updated, we email you, and every change is listed on the update log.
Can I get a refund?
The free pack and the page previews let you see what you are buying first, so we do not offer change-of-mind refunds. UK and EU consumers can cancel within 14 days if nothing has been downloaded. Faulty or wrong files are fixed, or we arrange a refund, and your legal rights are not affected. See the refund policy.
From the blog
Related reading
Client Onboarding Process: Five Steps and a Free Checklist →ClientsA 45-minute call.Wrong client.Again.Client Intake Form: The Questions to Ask Before Work Starts →ClientsThe angry emaillands at 4.55pm.Now what?How to Handle a Client Complaint (and Keep the Client) →ClientsThey renewed.Then they left.No warning.Quarterly Client Review: A Simple Template for Small Firms →ClientsJust one moresmall change.Unpaid.Scope Creep: A Simple Change Request Process for Small Teams →Not ready to buy?
Start with the free pack.
The Business Operating Manual is nine free systems in Word and PDF. It shows how we work, on your own business, before you spend anything.