1. Client Onboarding QBExpress Cloud9 2015 August 2015
Introduction and Thanks
Client Onboarding
August 2015

2. The first step first impression counts
The first step first impression counts. Obtaining and keeping new clients can be quite challenging and costly. Distinguishing yourself at the time of on-boarding allows you to set the expectation with the new client that they will be taken care of.
Would you hire a new employee and just allow them to begin work without any information as to what, when, where and how?
The first impression of your firm to new clients sets the expectations of the level of service they can expect from you.

3. What is Onboarding?
Systems and process matter. When you fly by the seat of your pants things will fall through the cracks. The onboarding process should be consistent for all clients.
Onboarding includes all activities and expenses involved once a client has accepted the engagement
The objective is to get the client information available to the team ASAP
At the same time you make the client feel settled and safe

4. An on-boarding strategy assists a firm in differentiating themselves.
New client acquisitions are costly and client retention is often based on first impressions.
Onboarding is an opportunity to collect valuable information about the client in order to set the stage for a long and mutually beneficial relationship.

5. At the same time, client onboarding enables the advisor to identify and invest in the higher-value client relationships, while simultaneously managing the expectations of clients deemed to be “lower-value.
Research has shown that one of the most opportune periods to engage clients for new client introductions and referrals is within the first six months. Generally, enthusiastically satisfied clients are more likely to enthusiastically provide quality introductions.

6. Effective processed onboarding trains the client with the necessary tools required to be a good client.
Effective processed onboarding gives the provider (YOU) to necessary tools to be a good provider.

7. “People will forget what you said. People will forget what you did
“People will forget what you said. People will forget what you did. But people will never forget how you made them feel.”
Maya Angelou

8. External Onboarding (Client Experience)
I. Pre-meeting
Welcome cover letter
Initial meeting agenda
All decision makers in attendance
Directions to office and a map with parking information either they to your office or you to theirs’.
II. Initial Meeting (if on-site at your office)
Alert front desk to expected guest(s)
Reception area and meeting room cleaned and client-friendly
Expectations established, with input from client 
Remind them of the process they will go through and communicate the milestones
Schedule on-line account access training session with firm implementer
Gather any accounting information that is available using your checklists.
III. Immediate Post-Meeting
Send handwritten thank-you note(s)
Remind the client you are here to support them.
Write-up (audio notes) meeting notes for team added to client record
IV. One Week Later
“How’s it going?” call to touch base, and report on progress of onboarding implementation
Mail introduction letter to other trusted advisors
Follow-up to client thanking them for quick implementation
 V. Four Weeks Later
Client Onboarding Survey sent
Review implementation with team
VI. Six Months Later
Face-to-face account review
Performance reporting
VII. Twelve Months Later
One-year anniversary thank you card
Pre-meeting / Letter by Snail mail
Initial Meeting (if on-site at your office)
Immediate Post-Meeting
One Week Later
Four Weeks Later
Six Months Later
Twelve Months Later

9. Internal Onboarding (Implementer)
The Implementer sets the client up with all the access they require. No work begins until the Implementer has established all access to all programs the client will interact with, example: FileThis, SmartVault, KPI reports, QBO or Hosted QB, Bill.com and or Receipt-bank – They are basically the go-to person for making sure a technology is moving smoothly. They trouble shoot for the internal team and for the client. They set up the workflows for managing the ongoing tasks per client. Implementer goes through all new clients checklists and follows up with rest of team and client to make sure all needed information is added client specifics. Ongoing they will provide for updating any changes.
Reviews notes
Assigns initial work tasks
Acquires software (data) access
Conducts client training
Review schedule of resources
Manages the logistics
Manages change

10. Create your own Onboarding Process
Your goal is to reduce ambiguity not only for your clients but for your staff.
What is working now?
Where are your clients getting stuck?
Which tasks are repeated each time a new client comes on board
What does the client need to know?
What do you need to know?
How can you add value?

11. Create your own Onboarding Process
If you are using flat rate pricing it is critical to utilize technology and procedures to increase the ROI
Take a look at Practice Ignite as a tool to assist you in the onboarding process.
Record the process
Share it and get feedback
Revise based on feedback
Use it NOW!
Get Feedback
Revise
Evaluate regularly by getting feedback from clients and staff

12. Time is key and everything we use from a technology standpoint takes time away from the rote and adds time to the valued relationship.
Our time and the Client’s time is valuable. We establish a respectful relationship cognizant of that fact.
Our team becomes well rounded in the knowledge of the systems they use and of the direct client knowledge. When developing the team we make sure they understand the products they will use. We take the time to train and encourage them to find better ways to handle all the data they receive. Since it is a team each member is aware of the others contribution to getting the end result a happy client and a profitable engagement.

13. ? Thank You ?