Decide what belongs in the register
A client preference register holds the choices that change how work is done, not the whole relationship history. Include the preferred channel, the tone, the level of detail, the meeting format, and the times the client does not want to be contacted. Keep each entry short and observable. A reader should be able to apply the entry to the next message without asking a colleague what it means.
Separate a preference from a policy. A client may prefer a call on Friday, but the contract may require written approval for a refund. The preference should never override a policy or an access rule. Label each entry as a preference, a requirement, or a prohibition so the reader knows what can bend.
Leave out personal details that are not needed for the work. A favorite restaurant or a family name may feel friendly, but it can become a privacy problem in a shared record. Record only what helps the assistant do the task correctly and respectfully. If a personal detail truly affects the work, note the reason beside it so a later reviewer can judge whether it still belongs.
Capture the source and the date
Every entry needs a source and a date. The source may be a client message, a meeting note, or a direct instruction from the account owner. The date shows how old the preference is. An entry without a source is a rumor that will be repeated.
Write the entry in the client's own words where possible, then add a plain summary. A note that says the client prefers short updates is clearer than a long description of their communication style. The summary should be specific enough to apply to the next email or call. Add one example of a message that matched the preference so the standard is visible.
Record who confirmed the preference and who may change it. A junior team member may hear a preference in a call, but the account owner may need to confirm it before it becomes standard. The confirmation path prevents a casual comment from becoming a permanent rule. Name the backup confirmer so the process does not stop when the owner is away.
Review after every client change
Update the register when a new client contact takes over, when a service changes, or when a complaint reveals a mismatch. These moments are when old preferences are most likely to be wrong. Add the review to the onboarding and the quarterly client check-in. Record the date of the last confirmation so an old entry is visible before it causes a mistake.
Ask the client to confirm the current preferences rather than assuming they still apply. A short list with a yes or no is easier to answer than an open question. The confirmation can be part of a regular update. It takes a few minutes and prevents months of small missteps.
Check the register against the actual sent messages. If the register says short updates but the emails are long, either the register or the practice is wrong. Fix the one that does not match the client's current instruction. The comparison is a simple audit of whether the record is used.
Use the register in handoffs
Put the register link in the task brief and the shift handover. A new assistant should not have to learn the client's tone by trial and error. The link should open the current version, not a downloaded copy. A stale copy is worse than no copy because it looks authoritative.
Summarize the most important preferences in the handover note. The full register may be long, so name the three choices that affect the next shift. For example, note the channel, the approval style, and the tone. The summary should point to the register for the rest.
Review the register with the backup before a planned absence. The backup may need to know which preferences are firm and which are flexible. A short conversation catches the entries that are unclear. It also gives the client a consistent experience during the transition.
Retire stale entries
Remove or archive a preference when the client contradicts it or when the contact who set it leaves. A register that only grows becomes a confusing mix of old and new instructions. Mark the retirement date rather than deleting the entry in silence. The history explains why a rule disappeared.
Check for duplicate entries that describe the same preference in different words. Duplicates make the register longer and increase the chance of a contradiction. Merge them into one clear statement with the latest source. Keep the older source in the history if it matters.
Review the whole register at least once a year. A yearly review catches the entries that no one has used or confirmed. It also gives the client a chance to reset expectations. The review should produce a shorter, more current list, not another layer of notes.
Set the assistant role in the register
The assistant may update the register with a new observation and flag a possible change. The account owner should confirm a preference that affects the client relationship or a commitment. Write that boundary in the role brief. The assistant should not turn a single comment into a standing rule.
Define what the assistant does when two preferences conflict. The default should be to follow the most recent confirmed instruction and ask the owner if the conflict affects a client promise. Record the conflict and the decision. A visible conflict is easier to resolve than a silent guess.
Review the register alongside the quality sample. If the same preference is missed in several reviews, the register may be hard to find or unclear. Fix the access or the wording rather than coaching the same point repeatedly. The record should make the right behavior easier.
Sources
Open the original publisher and confirm the current version, definition, and scope before using a source for a business decision.
Turn the reading into a role brief
Bring the recurring tasks, tools, schedule, access limits, and owner-only decisions. Start with one work sample and one clear review path.
Plan a Philippines-based role