Zion Digital

Processes, Procedures & Accountability Structure

Client Experience, Operations, Communication & Performance Standards

Purpose of This Document

The purpose of this document is to establish clear structure, processes, accountability, communication standards, and operational expectations across all departments of Zion Digital.

As a company, we must move from reactive operations into proactive leadership. Our goal is not simply to “save clients” when issues arise, but rather to consistently elevate performance, communication, strategy, execution, and client experience at every level.

This document exists to ensure:

  • Clear communication internally and externally

  • Consistency in client experience

  • Accountability across all departments

  • Faster execution and implementation

  • Better client retention

  • Stronger teamwork and clarity of roles

  • Higher quality creative and marketing performance

  • Stronger leadership alignment

  • Better operational structure and scalability

Every team member is expected to understand, follow, and uphold these processes moving forward.

SECTION 1

New Client Onboarding Process & Structure

Step 1

Internal Director Pre-Onboarding Meeting

Once a client signs an agreement, a mandatory 30-minute internal Director Meeting must be scheduled BEFORE the official onboarding meeting with the client.

Preferred Timing

Ideally, this meeting should take place:

  • Approximately 30 minutes before the onboarding meeting

  • Or anytime prior to onboarding at minimum

Required Attendees

  • Executive Director

  • Sales Representative who closed the deal

  • Relevant Directors/Managers

  • Performance Manager if assigned

Purpose

The purpose of this meeting is to:

  • Research the client’s business thoroughly

  • Review the sales process and expectations

  • Discuss client goals and pain points

  • Clarify deliverables and services sold

  • Understand promises or priorities discussed during sales

  • Create a basic strategic direction before onboarding

  • Discuss first-phase campaigns and implementation priorities

Required Outcome

Before the onboarding call takes place, the team should already have:

  • A general understanding of the business

  • A clear first-phase marketing direction

  • Initial ad ideas and positioning concepts

  • Basic understanding of the client’s goals and vision

Step 2

Official Client Onboarding Meeting

Leadership Presence

Kyle should attend all onboarding calls whenever possible, particularly during the first 15 to 30 minutes.

Required Attendees

  • Kyle

  • Liz

  • Oscar

  • Client

  • Additional department leaders if needed

Meeting Length

45 to 90 Minutes

Kyle’s Role During Onboarding

Kyle’s role is to:

  • Welcome the client

  • Introduce the Zion Digital team

  • Establish trust and confidence

  • Communicate vision and strategy

  • Reinforce that Zion is committed to helping the client grow

  • Set excitement and momentum

Step 3

Technical & Strategic Onboarding Responsibilities

After introductions, Liz and Oscar will lead the onboarding process.

Oscar’s Responsibilities

Oscar must immediately begin gathering and organizing:

  • Account access

  • Logins

  • Meta access

  • Google access

  • Website access

  • CRM access

  • Analytics access

  • Any required technical systems

Important Note

Oscar must clearly explain:

  • Why access is needed

  • What systems are required

  • What the setup process looks like

This process should create immediate momentum toward implementation.

Liz’s Responsibilities

While technical setup is happening, Liz should focus on:

  • Understanding the client’s goals more deeply

  • Clarifying expectations

  • Explaining Zion’s communication structure

  • Ensuring alignment between the client and Zion

Important Clarification

This is NOT a detailed review of the signed agreement.

The purpose is:

  • Relationship alignment

  • Communication setup

  • Strategic clarity

  • Operational understanding

Step 4

Communication & Support Setup

During onboarding, the client must clearly receive:

  • Primary contact information

  • Support phone numbers

  • Support email addresses

  • Emergency communication expectations

  • Billing process expectations

  • Communication procedures

  • Introduction to any dedicated support representative

If the client has a dedicated support manager or account representative, introductions should happen immediately.

The client should leave onboarding fully understanding:

  • Who to contact

  • How communication works

  • What to expect moving forward

  • That Zion is aligned and committed to helping them grow

Step 5

Immediate Marketing Direction

An onboarding meeting should NEVER end without:

  • A clear first-phase ad strategy

  • Initial marketing direction

  • Understanding of what campaigns are launching first

Important Reminder

Paid talent may be offered immediately to help begin content creation while waiting for official filming schedules.

This allows campaigns to launch faster and keeps momentum moving.

Step 6

Internal Team Alignment Meeting

The Executive Director must schedule an internal team follow-up meeting within 24 hours of onboarding.

Meeting Length

30 Minutes Maximum

Required Attendees

  • Executive Director

  • Performance Manager

  • Posting Team Representative

  • Video Team Representative

  • Ads Team Representative

  • Editors/Creative Team if needed

  • Relevant Directors

Purpose

This meeting exists to ensure the ENTIRE team understands:

  • Client goals

  • Brand direction

  • Marketing strategy

  • Deliverables

  • Vision

  • Expectations

  • Concerns or important details

Important Note

This meeting should NEVER delay:

  • Ad launches

  • Technical setup

  • Content execution

  • Initial implementation

Execution should begin immediately.

Step 7

3-Day Client Check-In

Immediately after onboarding, the Executive Director must schedule a:

“3-Day Check-In Call”

on Kyle’s calendar.

Required Information

Include:

  • Client name

  • Business name

  • Phone number

Purpose

The purpose of this call is relationship-focused.

This call exists to:

  • Reinforce trust

  • Ensure the client feels cared for

  • Confirm momentum

  • Answer early questions

  • Build confidence in Zion

Step 8

Weekly Check-In Structure

Exactly 7 days after onboarding:

  • Liz

  • Oscar

  • OR the assigned Performance Manager

must conduct a client check-in meeting.

Purpose

  • Provide updates

  • Discuss implementation progress

  • Review campaign status

  • Address concerns

  • Reinforce trust in the process

  • Maintain communication consistency

Schedule Structure

  • Weekly meetings during Month 1

  • Bi-weekly meetings during Month 2

  • Monthly meetings thereafter

Step 9

Executive Leadership Monthly Zoom Calls

For the first 3 months after onboarding:

Kyle, Liz, and Oscar should all attend a:

Monthly 30-minute Zoom Meeting

Purpose

  • Ensure alignment

  • Strengthen relationships

  • Maintain leadership involvement

  • Solve issues early

  • Keep client confidence high

Step 10

VIP & Total Domination Strategy Meetings

For all:

  • VIP Clients

  • Total Domination Clients

a dedicated:

Strategy Meeting

must be scheduled within 1 week of onboarding.

Preferred Format

In-person whenever possible, ideally in the Willis area.

Purpose

  • Deep strategic planning

  • Advanced growth discussion

  • Brand positioning

  • Long-term scaling conversations

  • Advanced campaign planning

Whenever possible, this meeting should be scheduled DURING the onboarding call itself.

SECTION 2

Current Client Structure & Retention

Total Domination Client Audits

All Total Domination clients must receive:

  • A full account audit

  • A strategy review

  • A strategy meeting with Kyle ASAP

Monthly Client Check-In Requirement

ALL clients, regardless of package, must receive:

At least one check-in touchpoint every month

This ensures:

  • Relationship consistency

  • Better retention

  • Stronger communication

  • Increased trust

Low Performance Client Accountability

For all low-performing accounts:

  • Directors must actively review strategy

  • Directors must create improvement plans

  • Directors must collaborate internally

  • Directors must review concerns with Kyle

Emergency Accounts

Accounts performing extremely poorly must:

  • Be escalated immediately

  • Be emailed directly to Kyle

  • Include:

    • Summary of concerns

    • Performance issues

    • Current strategy

    • Recommended solutions

Kyle may intervene directly when necessary.

Hard-to-Reach Clients

If clients become disengaged:

  • We must proactively call them

  • Schedule check-ins

  • Or schedule in-person meetings when needed

We cannot wait for relationships to deteriorate.

SECTION 3

Ads Department Structure & Phases

Phase 1

Immediate Launch Phase

Initial campaigns should focus on:

  • Immediate momentum

  • Lead generation

  • Fast implementation

  • Initial testing

This phase typically includes:

  • Core offers

  • Simple campaigns

  • Immediate traffic/lead generation ads

Phase 2

Optimization & Expansion Phase

Typically begins during Week 2 or Week 3.

This phase includes:

  • Pixel setup

  • Hyper-targeting

  • Neighborhood targeting

  • Interest-based campaigns

  • Google Ads

  • Retargeting

  • Expanded campaign structures

  • CRM integrations

  • Technical optimization

Phase 3

Full Ecosystem Optimization

Typically begins around 45 days after onboarding.

This phase evaluates:

  • Website optimization

  • Automation opportunities

  • Video integrations

  • Conversion improvements

  • Funnel enhancements

  • CRM automations

  • Additional strategic improvements

This phase ensures the FULL ecosystem is optimized properly.

SECTION 4

Video Department Processes & Standards

Video Planning & Strategy

Before ANY video shoot:

  • The vision must be clearly mapped out

  • A posting agenda must exist

  • Creative direction must be finalized

Videographer Alignment Calls

Before filming:
The videographer must meet internally to understand:

  • Filming style

  • Vision

  • Goals

  • Brand expectations

  • Shot requirements

  • Editing expectations

Video Shoot Standards

Our videography team is expected to:

  • Capture smooth professional footage

  • Ensure excellent audio quality

  • Capture strong branding visuals

  • Capture business atmosphere/B-roll

  • Capture drone footage when appropriate

Mandatory Arrival Time

Videographers must arrive:

Minimum 20 minutes early

to every shoot.

Professionalism and preparation are mandatory.

Client Preparation Call

The assigned videographer MUST call the client:

24 hours before filming

This call should explain:

  • What to expect

  • Clothing recommendations

  • Filming flow

  • Talking-point style filming approach

  • Expectations for the shoot day

Important Note

We do NOT heavily script clients.

We coach conversational talking points naturally.

Posting Agenda Deadline

The posting agenda must be finalized:

No later than 2 weeks before filming

This ensures:

  • Proper planning

  • Strategic alignment

  • Better filming efficiency

Editing & Approval Deadlines

Videos must be:

Edited and submitted internally

no later than:

7 days BEFORE posting

Internal Approval Process

Before content reaches the Posting Department:

  • Creative Director

  • Editors

  • Video Team

must ensure:

  • Excellent quality

  • Professional editing

  • Proper branding

  • Audio quality

  • Overall excellence

NO video should be sent to clients without internal approval first.

SECTION 5

Lead Management & Mass Texting Standards

Mass Text Approval Process

ALL mass text messages must:

  1. Be internally reviewed

  2. Be approved by the internal approvals team

  3. THEN be sent to the client for final approval

No exceptions.

Accuracy & Accountability Standards

Mass texting requires:

  • Proper punctuation

  • Proper grammar

  • Correct scheduling

  • Correct targeting

  • Correct links and information

Mistakes damage trust and brand credibility.

Three-Strike Accountability Rule

For mass texting errors involving:

  • Punctuation mistakes

  • Incorrect scheduling

  • Wrong information

  • Technical mistakes

  • Improper approvals

there will be:

A strict 3-strike accountability policy.

Repeated negligence will not be tolerated.

SECTION 6

Monday.com Task Structure & Accountability

Operational Task Management

To ensure organization, accountability, and consistency, every onboarding and operational process must be tracked inside Monday.com.

Every department is responsible for ensuring tasks are:

  • Clearly assigned

  • Properly scheduled

  • Updated consistently

  • Completed on time

  • Communicated effectively

If it is important, it must be documented and tracked.

New Client Onboarding Monday.com Checklist

Phase 1

Signed Agreement Received

  • Upload signed agreement

  • Add client to Monday.com

  • Create onboarding board/tasks

  • Assign Executive Director

  • Assign Performance Manager

  • Assign Creative Team

  • Assign Technical Team

  • Add contact information

  • Add package/service level

  • Add onboarding meeting date/time

Phase 2

Internal Director Pre-Onboarding Meeting

  • Schedule Director Meeting

  • Research client business

  • Review sales notes

  • Review goals

  • Discuss deliverables

  • Discuss first-phase ads

  • Prepare onboarding notes

Phase 3

Official Client Onboarding Meeting

  • Schedule onboarding meeting

  • Confirm attendees

  • Collect technical access

  • Confirm goals

  • Review communication processes

  • Discuss implementation priorities

  • Schedule filming if needed

Phase 4

Immediate Post-Onboarding Tasks

  • Send recap email

  • Add support contact information

  • Schedule internal alignment meeting

  • Assign campaign builds

  • Begin technical setup

  • Begin creative planning

  • Schedule 3-day check-in

  • Schedule 7-day check-in

Phase 5

Internal Team Alignment Meeting

  • Review onboarding notes

  • Review strategy

  • Assign responsibilities

  • Clarify timelines

  • Confirm launch priorities

Phase 6

Ongoing Follow-Up Scheduling

  • Schedule weekly Month 1 meetings

  • Schedule bi-weekly Month 2 meetings

  • Schedule monthly meetings moving forward

  • Schedule executive leadership calls

  • Schedule VIP strategy meetings if applicable

SECTION 7

Team Communication & Coverage Expectations

One Team Mentality

As a company, we must operate as ONE team.

Communication gaps cannot happen simply because:

  • Someone is unavailable

  • Someone missed a message

  • Someone is overloaded

  • Someone is out of office

We must proactively cover one another to ensure clients always feel supported and taken care of.

Zion Communication Coverage Policy

It is mandatory that:

  • Zion’s communication channels are actively monitored

  • Messages do not remain unread

  • Team members proactively help cover communication gaps

This includes:

  • Calls

  • Text messages

  • Client follow-ups

  • Urgent requests

  • Support communication

No client should ever feel ignored because of internal communication failures.

Team Accountability Standard

No department should operate in isolation.

We must function collaboratively and proactively.

If someone is overloaded, unavailable, or misses communication:

  • Another team member should step in

  • Leadership should be informed if patterns continue

  • Client experience must remain protected at all times

SECTION 8

Simple Scheduling Order For New Clients

Immediately After Agreement Is Signed

  1. Schedule Internal Director Pre-Onboarding Meeting

  2. Schedule Official Client Onboarding Meeting

  3. Create Monday.com onboarding tasks

Immediately After Onboarding

  1. Schedule Internal Team Alignment Meeting

  2. Schedule Kyle 3-Day Check-In

  3. Schedule 7-Day Progress Check-In

  4. Schedule Weekly Month 1 Check-Ins

  5. Schedule Bi-Weekly Month 2 Meetings

  6. Schedule Monthly Meetings Moving Forward

  7. Schedule Executive Leadership Monthly Calls (First 3 Months)

  8. Schedule VIP/Total Domination Strategy Meeting if applicable

Final Operational Principle

Structure creates excellence.

Processes create consistency.

Accountability creates trust.

Communication protects relationships.

Execution builds momentum.

As a company, we must stop operating reactively and start operating proactively.

We are not simply running ads or posting content. We are building relationships, trust, systems, growth, and long-term impact for every client we serve.

Every process in this document exists to ensure:

  • Better performance

  • Better communication

  • Better retention

  • Better accountability

  • Better leadership

  • Better client trust

  • Better long-term growth

This structure and accountability system is mandatory moving forward for all departments within Zion Digital.