Communication Series: Managing Expectations During the Onboarding Process

I Love Bookkeeping

What should you consider and do to manage expectations, especially during the onboarding process? Co-hosts Hannah Robinson and Melissa Honan discuss the role onboarding has in the entire sales process, how to share your expectations with existing and new clients, and how to act when things don’t go well.

• Melissa explains why, in her opinion, the onboarding time is actually the most important time of a relationship with a client – and what you should do during onboarding.
• Hannah asks Melissa at what time you should communicate your expectations to a client… and her answer is simple, yet, powerful: the entire time.
• Melissa shares a recent update she made for her proposal at Bookkeeping for Painters.
• Melissa opens up about the way she communicates her expectations to new clients.
• Melissa touches upon a question she has been asked a lot lately: “What are the biggest red flags you see in your bookkeeping clients?”.
• Hannah and Melissa talk about a big mistake many business owners make when it comes to communicating a particular expectation of theirs to new clients.
• Hannah asks Melissa how she goes about managing expectations when it doesn’t have to do with onboarding that much, but rather with maintaining a client relationship.
• Melissa shares a pet peeve she has with those who reply faster to prospects compared to current clients – and she discusses what the best way for you to make more money should look like.
• Melissa talks about how relationships with clients have been terminated in her business.

Mentioned in this episode:

ILB episode 28 - Crafting an Effective Sales Process for Your Bookkeeping Business

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