Client Management (Locked In)

1. Open the deal on active campaign and move the status from Enquiry ➡️ Locked In.

2. Make sure to update the deal description with the details from the agent. Example below:

File Name: Liedtke Family

Our Ref: 63791

Clients of Brownell Travel Headquarters - Virtuoso Travel Agent

Liedtke, Mrs Leslie

Liedtke, Ms Larkin (Lark)

Carey, Mr Michael (Mike)

Liedtke, Ms Margaret (Mimi)

Total Passengers: 4 Adults

Product Supplier: My Adventure Group

Tour Activity Requirements:

Saturday, 3 Jan 2026 - Full Day Blue Mountains Adventure| without James Castrission - 4 pax (Private basis)

Start: 09:45

Finish: 16:00

Meals Included: Lunch

Other Inclusions: Fully guided and all adventure equipment 

3.  Make sure to add open tasks for the next steps:

   1. Prepare Welcome Pack 

   2. Send Welcome Pack 

   3. Book guides

   4. Order lunch and wetsuits

   5. Follow-up medical forms

   6. Prepare Invoice

   7. Send invoice

4. Add deal notes for each update.

• Manage all columns and take ownership of ensuring all compoents are being addressed

The Tailor Deliver Management

• In order to keep track of the Client Delivery for the Tailor, this board should be updated on Monday.com.

  • Whether the status is; Locked In, Lost, Hold,  Done, or even Work in Progress. 

  • Status of Invoice, welcome pack, and medical & waiver forms. 

  • Please view Monday.com Board below ⤵️

Tailor Pre-delivery

• This board is an overview of what needs to be booked before each delivery.

  • Guides

  • Canyon

  • Lunch

  • Wetsuits

  • Transportation

Create the client folder once the tailor agent confirms the experience. 

The folder should be created in: MyAdventure Group > Experiences > Program Delivery > 2023(Or within the relevant year folder) > The Tailor

Whenever a tailor client is locked in, we must create a new client folder. In this file are all the documents needed to manage the offsite from an operational perspective and you will find all clients 

Here are the documents/ file structure for each new client folder:

1. MEDICAL & WAIVER FORM Google form link

2. MEDICAL & WAIVER FORM RESULTS (gsheet)

3. Client Welcome Pack (pdf & gslide)

A template folder that you can cut and copy of these can be found HERE

Create the client folder once the tailor agent confirms the experience. 

The folder should be created in: MyAdventure Group > Experiences > Program Delivery > 2023(Or within the relevant year folder) > The Tailor

Whenever a tailor client is locked in, we must create a new client folder. In this file are all the documents needed to manage the offsite from an operational perspective and you will find all clients 

Here are the documents/ file structure for each new client folder:

1. MEDICAL & WAIVER FORM Google form link

2. MEDICAL & WAIVER FORM RESULTS (gsheet)

3. Client Welcome Pack (pdf & gslide)

A template folder that you can cut and copy of these can be found HERE

See medical & waiver form HERE

How to create a new Wavier & Medical Google form for a client:

1. Log into google forms (from GSuite dashboard): https://docs.google.com/forms/u/0/?tgif=d

2. Open "XXXXX Medical & Waiver Form"

3.  Click on three dots on top right hand side of browser

4. Click "Make a copy"

5. Name the file "[Client name] Medical & Waiver Form" 

6. Choose the new client folder created in Program Delivery > 2023(Or within the relevant year folder) > The Tailor > "Name of the New Client"and press "Ok" to save the file.

How to create a new google form link to email a client:

1. Hover your mouse on the respective medical and waiver form of the client. 

2. Press Right Click on your mouse. 

3. Next click on "Share" 

4. Select "Copy Responder Link" and then paste this copied link into an email. 

See Welcome pack Here

1. Copy the template welcome pack file into the client file. 

2. Share the  Welcome Pack to the respective Tailor Travel Designer, together with Medical and Waiver Form. 

3. The welcome pack and waivers should be sent to the tailor travel designer between 2-4 out from experience commencement.

Customising the Welcome Pack

1. Ensure the cover photo is updated to match the profile of the client or group receiving the welcome pack—whether solo travellers, couples, or families. 

2. When James isn't guiding - edit the last page to "MEET THE FOUNDER" 

   1. This is to not confuse the clients with who will be guiding them for the day.