SOPs

There is one contact database. Everything else — the diagnostic, the events, the services, the mail — writes into it and reads back out of it. A person who takes the diagnostic, comes to two events and then buys the assessment is one row, not three.

Two ecosystems sit on top of that one database. Mrs. Brand Advisor is the advisory business. Get In the Room™ is the events and the Opportunity Directory. A contact can be in one, the other, or both, and what they receive follows from that plus the preferences they actually ticked.

The rule that keeps it clean: a new touch only ever adds. It can add an ecosystem, a tag, a preference, or move somebody forward a stage. It never removes a tag, never re-subscribes somebody who opted out, and never moves a client backwards.

The Journeys screen is the same explanation with live numbers under each stage. Open it when somebody asks what the system does.

Five doors, all of which dedupe on the email address. If the address already exists, the existing record is updated; if it does not, one is created.

Nothing else adds a contact. If a name appears that did not come through one of these, it was typed in by a person and should have a note saying why.

These are the fields on a contact. The last two are derived: nobody types them, they are computed from the others every time the screen renders, and they can therefore never be out of date.

Stage is where they are in the relationship, and there is exactly one at a time. Type is what they are to the business, and there can be several — somebody can be an event attendee, a directory member and a prospect simultaneously.

A segment is not stored. It is a live query built from those facets on the Segments screen: pick ecosystems, stages and types, and the matching contacts appear, along with which tracks each one would actually receive. Because it is a query and not a saved list, it cannot go stale.

An empty facet means “no opinion”, not “match nothing”. Ticking nothing shows everybody who is opted in.

Four automated tracks. Each has one trigger and one preference gate, and a contact is only ever enrolled once per track. Every email in every track, in order, is on the Sequences screen.

If somebody is not eligible, the emails are still created — marked skipped, with the reason written on them. That is deliberate: it means the CRM can always tell you why a contact is receiving nothing, instead of silently doing nothing.

Internal notifications fire on the same events and land on the Notifications screen: new diagnostic lead, event registration, sponsorship enquiry, booking, intake returned.

Six questions, four dimensions. Every answer carries points against one or more dimensions; the totals are normalised to 0–100, and the four scores decide a result category. All of that is arithmetic in code — the same answers always produce the same scores, and the table can be read by anybody who asks.

The written result is then composed from the person's actual answers: their choices are quoted back in the diagnosis, the weakest dimension becomes the “biggest gap”, and the recommended next step is the play for that dimension. In the production build this step can call a model instead; the scoring never does, so a model outage can never change somebody's score.

Submitting creates or matches the contact, tags them into Mrs. Brand Advisor, files the result against the record, starts the Diagnostic Follow-Up track, and raises a notification. The result screen then points at whichever service matches their category.

Every fortnight, five minutes:

1. 1Open the Broadcast screen.
2. 2Pick a template. Three exist — event invitation, consulting insight, diagnostic push — and each one sets the audience for you.
3. 3Edit the subject, body and call to action. The preview is what will actually arrive, in the right ecosystem colours.
4. 4Read the "Not receiving it" list on the right. If somebody is on it who should not be, fix their preferences on their contact record, not here.
5. 5Press Send. The send is written to every recipient's timeline, and the broadcast is logged under "Previously sent".

Broadcasts obey the same two gates as automated mail: opted in, and holding the preference that matches the audience. There is no way to send around them, and that is the point.