Training & workflow request · 30 July 2026

Client Services Workflow Training Report

A practical request for structured training, clear ownership and repeatable workflows so client work can move smoothly from onboarding to delivery and reporting.

Primary needEnd-to-end service training

Business benefitFewer delays and missed steps

Recommended formatSOPs, checklists and role map

Context

Why this support is needed

I have reviewed the services listed in client contracts and I am learning through active client work. I would benefit from formal training on what each service includes, my responsibility as Account Manager, the information required from clients, the correct internal handoffs, approval points and escalation process.

Important: The workflows below are a proposed training framework based on current understanding. Service owners and final company procedures should be confirmed by management.

Service playbook

Proposed workflow for each service

Each card answers: What is it? What is my role? What do I need? What happens from beginning to end?

Google Ads

What it is: Paid search campaigns that place the client in front of people actively searching for relevant dental services.
My role: Collect access, goals, offers, budget, locations, services, approvals and booking details; coordinate the team; keep the client updated; track missing items and deadlines.
What I need: Google Ads access, billing confirmation, monthly budget, target services and locations, offer, landing-page details, conversion tracking and booking link.

Beginning-to-end workflow

Confirm scope, goals and budget
Collect access and required information
Prepare campaign strategy and keyword direction
Create or approve landing page, copy and creatives
Set up tracking and campaigns
Obtain client approval
Launch and monitor
Share results in the EOM report and agree on next actions

Typical deliverablesCampaign strategy, search campaigns, ads, keywords, landing page, conversion tracking and monthly report.

Meta Ads

What it is: Paid Facebook and Instagram campaigns used to build awareness, generate enquiries or promote specific treatments and offers.
My role: Collect Meta access, Facebook Page access, Instagram details, offers, brand assets, approvals and lead-handling information; coordinate strategy, creative and launch.
What I need: Meta Ad Account and Page access, Instagram access, budget, audience, offer, booking link, brand assets, campaign objective and approved creative.

Beginning-to-end workflow

Confirm objective and offer
Collect access through the approved method
Prepare campaign strategy
Develop concepts, copy and creatives
Prepare landing page or lead form
Set up tracking
Obtain approval
Launch, monitor and report

Typical deliverablesCampaign plan, ad copy, image/video creatives, lead form or landing page, live ads and EOM report.

Social Media Management

What it is: Organic posts that maintain the practice’s presence, educate patients and support brand consistency.
My role: Confirm posting scope, collect topics and assets, coordinate captions and creatives, obtain approvals, confirm CTA and booking links, and follow up on publishing instructions.
What I need: Social account access, brand guide, services, topics, photos/videos, offers, booking link, posting frequency and approval contact.

Beginning-to-end workflow

Confirm monthly scope
Gather topics and assets
Prepare content plan
Create captions and creatives
Add CTA and correct booking link
Obtain client approval
Schedule or publish
Monitor and include performance in reporting

Typical deliverablesContent calendar, captions, creatives, scheduled posts and performance summary.

Website & Landing Pages

What it is: A website explains the full practice and services; a landing page is a focused page designed to turn traffic from one campaign into bookings or enquiries.
My role: Collect business information, domain and hosting access, brand assets, service content, contact details, booking links and approvals; coordinate review and launch.
What I need: Domain access, hosting details, sitemap, services, team profiles, photos, brand assets, contact details, booking link, legal requirements and tracking access.

Beginning-to-end workflow

Confirm project scope
Collect content and access
Prepare structure and copy
Design and develop
Connect forms, booking and tracking
Internal QA
Client review and revisions
Approval, launch and handover

Typical deliverablesWebsite or campaign landing page, forms, booking connections, tracking and launch confirmation.

SEO & Google Business Profile

What it is: SEO improves organic search visibility; Google Business Profile optimisation supports local visibility on Google Search and Maps.
My role: Collect website and profile access, confirm business details, services and locations, coordinate approvals, and communicate progress and reporting.
What I need: Website/CMS access, Google Business Profile access, correct NAP details, services, locations, competitors and existing performance data.

Beginning-to-end workflow

Audit current visibility
Confirm keywords and priorities
Fix technical and on-page issues
Prepare and publish content
Optimise profile and local listings
Build authority
Monitor rankings and leads
Report monthly and refine

Typical deliverablesKeyword plan, technical fixes, optimised pages, content, Google Business Profile updates and SEO report.

Content, Creative & Video Shoots

What it is: Creates the written and visual assets used across websites, organic social media and paid campaigns.
My role: Collect objectives, preferred topics, featured doctors, availability and approvals; coordinate briefs, scripts, shoot logistics and asset handover.
What I need: Campaign strategy, topics, offers, doctors or staff to feature, shoot availability, location details, brand guidelines, required formats and approval contact.

Beginning-to-end workflow

Confirm campaign objective
Prepare creative or shoot brief
Draft scripts and teleprompter copy
Confirm featured people and schedule
Obtain approval
Complete shoot
Edit and review assets
Deliver approved versions to ads, social or website teams

Typical deliverablesCreative brief, shoot brief, scripts, teleprompter copy, photos, videos and final campaign assets.

Reputation, Call Tracking & Nurturing

What it is: Tracks calls and enquiries, supports review generation and helps follow up with leads through chat or SMS workflows.
My role: Confirm consent and operational requirements, collect access and phone details, coordinate tracking-number implementation, verify workflows and explain changes to the client.
What I need: Phone numbers, website access, CRM/GHL access, review links, message templates, routing rules, consent and team contacts.

Beginning-to-end workflow

Confirm included tools
Map current enquiry journey
Collect access and approvals
Configure tracking and routing
Create review or nurturing workflows
Test calls, forms and messages
Launch
Monitor usage and report

Typical deliverablesTracking numbers, call reporting, review workflows, chat/SMS automations and performance data.

Hosting, Maintenance & EOM Reporting

What it is: Keeps digital assets operating reliably and gives the client a regular view of performance, completed work and next steps.
My role: Log requests, identify urgency and ownership, gather reporting inputs, follow up on blockers, send approved reports and record next actions.
What I need: Hosting access, maintenance request, screenshots or error details, service performance data, completed tasks, blockers and recommendations.

Beginning-to-end workflow

Receive and clarify request or reporting period
Assign the correct owner
Complete maintenance or gather results
Quality-check changes and data
Prepare EOM summary
Internal review
Send to client
Record feedback and next-month actions

Typical deliverablesMaintenance updates, issue resolution, EOM report, action list and client follow-ups.

Terminology guide

Common terms I need to differentiate

Campaign strategy

The plan defining objectives, audience, offer, channels, messaging, budget and measurement.

Creative

The image, graphic or video shown in a social post or advertisement.

Landing page

A focused campaign page designed to generate one main action, such as a booking or enquiry.

CTA

Call to action—the instruction asking the audience to book, call, enquire or learn more.

Booking link

The direct online appointment URL added to websites, ads and social captions.

Shoot brief

A practical plan for a photo or video shoot, including topics, people, scenes, formats and logistics.

Creative brief

Direction for the person producing an asset: objective, audience, message, format and brand requirements.

Teleprompter copy

The final spoken script displayed for a presenter during filming.

EOM report

End-of-month report summarising results, work completed, insights, blockers and next actions.

Conversion

A valuable completed action, such as a phone call, form submission or booking.

GHL

GoHighLevel—the platform that may hold CRM, forms, automations, social planning and lead-management tools.

GMB / GBP

Google My Business is the former name for Google Business Profile.

People & ownership

Current support and clarification needed

Helpful current guidance

Queney and Lianna have been helpful in guiding me on creatives, shoot briefs, teleprompter scripts and EOM reports. Their support has helped me understand individual tasks while I continue learning the wider workflow.

Ownership still to confirm

Final owner for every service and deliverable
Who approves internal work before it goes to the client
Who sets up ads, tracking, landing pages and GHL
Who publishes social posts and manages booking links
Who covers each responsibility when the usual owner is away

Requested action

A practical training system

Service overview

Explain what we sell, expected outcomes, inclusions and limitations.

Workflow SOPs

Document every step, required access, approval and handoff.

Responsibility map

Name the owner, reviewer and backup for every deliverable.

AM checklists

Create onboarding, launch, monthly and escalation checklists.

This structure would help me manage clients more confidently, coordinate with the correct people, communicate accurate expectations and prevent avoidable delays.