How We Work

Team Structure

Communication

ClickUp Structure

All operational work lives in ClickUp under Capture Ops > Ops and Clients:

When a new client is signed, the onboarding automation creates their profile in Client Info automatically from the two onboarding forms.

Open ClickUp Workspace

Escalation Matrix

Expectations

• Daily async standup: Post what you did, what you are doing, and any blockers.
• Response time: Same business day, within 8 hours.
• Client interactions: All client interactions must be logged in GHL.
• Documentation: Keep documentation up to date. If you change a process, update the docs. If you change something in GHL, update the spreadsheet.

New Team Member Onboarding

When you join the team, work through this in your first few days:

1. Read the docs

• Read About Capture to understand the product and positioning
• Read System Architecture — this is the most important page. Understand the snapshot, the spreadsheet, and why they must stay in sync.
• Read the Capture Brand Guidelines to understand the target market and positioning
• Read the Custom Fields help documentation to understand the strict rules for data capture
• Read the Golf Jargon Glossary to familiarise yourself with industry terms

2. Get oriented in ClickUp

• Log into ClickUp and navigate to Capture Ops > Ops and Clients > Client Directory
• Open the Client Info list and click into existing profiles (Cottesmore, Hadley Wood, etc.) to see how the onboarding forms populate the fields
• Look at the Internal Tasks and Client Tasks folders to understand where work gets assigned

3. Audit the Master Snapshot

This is your first real task. It builds familiarity with the system and catches any drift.

• Open the Master Google Spreadsheet
• Open the GHL Capture Master Snapshot sub-account
• Go line by line through the spreadsheet and verify everything is reflected correctly in GHL:
  • Custom fields — same names, same types, same allowed values
  • Tags — all present, correctly categorised
  • Custom values — structure aligns with the spreadsheet
• If you spot discrepancies and you're confident in the fix, make the edit in GHL. If you're not sure, message James on Slack first.

4. Review the forms

• Navigate to the forms section in the GHL Capture Master Snapshot
• Familiarise yourself with the current forms — which ones are fully functional and which ones are part of the backlog that still need QA and CSS tidying
• See The Master Snapshot — Form Protocol for the rules

Time Tracking and Proof of Work

Every hour logged in ClickUp must be tied to visible, reviewable work so that output can be assessed fairly across clients and internal projects. This applies to all staff and freelancers.

The Core Rule

Every time entry must meet all of the following:

• Logged against the correct ClickUp task
• The task title clearly describes the job
• The task is in the correct client folder/list
• The task status reflects the current stage
• There is visible evidence of what was done

If these conditions are not met, the time entry may be queried or rejected.

Before Starting Work

• Find the correct ClickUp task, or create one if it does not exist
• Task name must be specific and action-oriented (not "admin" or "build")
• Assign it to yourself if you are the owner
• Set the status correctly
• Start the timer only once the task is ready

While Working

Leave evidence in at least one of these ways:

• Comment — what you are doing, what you have completed, what is next
• Checklist/subtask — tick off items as you go
• Attachment — doc, screenshot, Loom, asset, or link
• Time entry note — a one-line description of what the work block covered

Example: "Drafted onboarding SOP sections 1-5, mapped stage logic, noted automation triggers needed"

When Stopping Work

• Stop the timer
• Add or update the comment/note if not already done
• Update task status if progress has changed
• Record the next step or blocker if the work is incomplete

When to Split Time Into Separate Entries

Split into separate entries when:

• Switching between tasks or clients
• Moving between delivery work and strategy/admin
• Moving from build to QA/review
• A block exceeds 90 minutes and covers multiple actions

Evidence Required by Work Type

Red Flags

Challenge any entry where:

• Large time block with no comment or output
• Vague task name (e.g. "admin", "work", "build")
• Time tracked to wrong client or list
• Task stuck on "In Progress" for days with no visible movement
• Time logged after the fact with no supporting detail

Good vs Bad

Bad

Task: Build SOP/Process 3 hours logged. No comment, no attachment, no checklist movement.

Good

Task: Build SOP — Onboarding Sequence 3 hours logged. Comment: "Drafted v1 sections 1-5, mapped stage logic from sales to onboarding, noted automation triggers for reminder emails." Attachment: SOP draft linked. Checklist updated: process map, template emails, stage definitions.

Five Rules to Remember

1. No generic tasks. Every entry must sit inside a clearly named task.
2. No silent time. Any block over 30 minutes needs a comment, note, or attachment.
3. Split long sessions. Anything over 90 minutes should usually be broken up.
4. End-of-day update. Post a short summary: completed / in progress / blocked.
5. Manager review by exception. Only entries with weak evidence or unusual duration get challenged.