54:I[637697,["/templates/_next/static/chunks/3ypa908btq_c5.js?dpl=4ab5784c59cdc94428050ff91ea4b8d931a95b417caf63921d3bf1c49d1b3deb366163343732653538333563626630303038363333346264","/templates/_next/static/chunks/35yyymme0-fiy.js?dpl=4ab5784c59cdc94428050ff91ea4b8d931a95b417caf63921d3bf1c49d1b3deb366163343732653538333563626630303038363333346264","/templates/_next/static/chunks/32ct8ty8z8_5u.js?dpl=4ab5784c59cdc94428050ff91ea4b8d931a95b417caf63921d3bf1c49d1b3deb366163343732653538333563626630303038363333346264","/templates/_next/static/chunks/00_h7dts8ucyg.js?dpl=4ab5784c59cdc94428050ff91ea4b8d931a95b417caf63921d3bf1c49d1b3deb366163343732653538333563626630303038363333346264"],"ListView"] 55:T408,

Finalise the tax return and annual compliance documents. Attach a copy to the client request below. Update and send the client request. In addition, consider attaching the appropriate PDF copy as a comment on the annual review task to enable the Client Manager to access in the moment.

If a client meeting is NOT needed, remove the client request requesting the meeting and mark the Client Review Meeting task as Completed - Cancelled.

If a client meeting IS needed, determine if you should leave as is OR delete the client request below requesting review/approval and attach a PDF copy of the return to the client request used for scheduling the meeting.

Tip: If using an online calendaring app (e.g. Calendly), add your calendar link URL to the client request title to have the client book the appropriate time directly from the task.

56:T61d,Hi <%preferred_name>,

Thank you for trusting us with your business. We want to make it easy for you to collaborate with us during your onboarding and throughout our ongoing relationship. As such, from time to time, you will receive emails from myself or our team containing a checklist of items. This checklist is sent to you via Karbon, the system we use to manage our jobs.

When you receive an email containing a checklist, you will be able to click the “Manage Checklist” button that will take you to a unique secure view, listing all your items that need to be completed. This view will also enable us to collaborate together to share comments and documents securely. You can also log in which will give you access to all your open and closed requests, including current client requests that haven’t been completed. You’ll also have copies of documents you have uploaded, so you can keep track and easily find what’s been sent.

If you don’t have a login, click “Log In” from the portal navigation and then click the “Create Account” button to provide your email and password.

Want a quick tutorial on how it works? Click here to learn and watch.

With that covered, please complete the following checklist for us to get your onboarding underway. By clicking below, you can get more information, add comments or questions, and upload files. Once you have completed an item please remember to check it off so we know that it has been done.57:T52b,Remind client to complete necessary client onboarding checklist and remind them of the upcoming kick-off meeting. Use the following text for the subject line and body of the email and send to the client. Be sure to update the [ ] sections prior to send and that the appointment is on the associated partner's calendar (plus update the partner if needed).

___________

Subject: Reminder: Your kick-off meeting is just around the corner

Body text:

Hi [First name],

Thanks for being a new client and partner of [Our firm]. We look forward to serving you now and in the future. Our first meeting to kick things off is [date/time of meeting]. Please be sure to complete the previously sent onboarding checklist. As mentioned, please be sure to either bring / send to us the following:

[List of critical few items to bring/send]

During the meeting, we will be covering the following agenda:

[Agenda items]

Again, thanks for entrusting your accounting needs with us. We look forward to working closely together over the near and long-term future.

Regards,

[Onboarding Specialist name]

58:Te53,There are 4 main mechanisms by which to reach and lead and take action. Follow the steps based on the situation at hand:

They've emailed you:

With phone number: You can either skip to 2.0 Discovery and call them back, or continue through this phase to qualify and schedule a meeting.
Without phone number: Continue on with this process to qualify (if possible) and send the client request to schedule a Discovery meeting and collect more information.

They've called you:

Great! Go straight into the Discovery call. Check this and the following tasks complete, and jump to the tasks under 2.0 Discovery.

You're contacting them:

If emailing, skip directly to sending the client request below to schedule time on the calendar and send the initial fact find client request. Mark the tasks in the section complete.
If calling, skip directly to the Discovery call. Check this and the following tasks complete, and jump to the tasks under 2.0 Discovery.

They've filled out a form:

Continue with the process as outlined to determine if they are worth pursing and, if so, send the following client request to schedule their Discovery meeting plus obtain critical background information.

Remember to complete the following:

Provide many routes to you: Make it easy for clients to get in touch with you.
Respond immediately: Get back to the client as fast as the technology allows or as fast as humanly possible. This gives certainty.
Schedule the Discovery Call: Transition them straight into the Discovery Call via automated appointment setting software and capture any data you need for that call.

_______

Need to improve your online form on your website?

Check out this recommended journey to include in your online web form process and workflow to obtain a better outcome:

They complete the simple web form.
They are then directed to a video explaining that the next thing they need to do is to arrange a Discovery Call with you and what that entails.
On that page, they are able to book an appointment straight into your Client Coordinator's diary using something like Calendly or Bookings.
They then receive a confirmation email thanking them for arranging the call and outlining what it will involve and what questions you'll be asking them on the call.
You then direct them to another short form where they can then answer some simple questions ahead of the call. We call this the fact find phase. We use this to find out what outcomes they're looking to achieve and the challenges they're facing now. This immediately instills the sense that we're focused very much on them and will be the right firm to help them achieve their goals. You could also dig deeper and ask about the size of their business, number of staff, revenue range, lifecycle of business, industry, etc..
They then receive a confirmation email and text on the morning of the call, reminding them of times and what they can expect on the call.

59:T59e,Conduct the virtual Discovery meeting (15-20 minutes) via video conference (or phone) to assess the client situation, have the value conversation, and, if appropriate, present packages and price. At the very least, the Proposal meeting must be booked on the collective calendars (prospect and firm owner) prior to the prospect leaving the meeting. Take notes and @ mention the Partner as an FYI. If packages and price are presented, move to the sending of the proposal / engagement letter later in the process outlined. Be sure to capture your notes in the Task Description or as a comment on this task. If they are not a fit, explain why and mark the work item as Completed - Not a fit.

Remember to complete the following items:

Set expectations: Outline what the possible outcomes of the call could be.
Gather key data: Take them through your questions to gather key data and determine a good fit.
Confirm outcome: If they're a good fit, book the proposal meeting. If they're not a good fit, explain why.

AGENDA / SCRIPT:

...

MEETING NOTES:

NEXT STEPS:

...

5a:T448,Send a series of time-spaced emails to prime the prospect including:

Confirmation Email: Immediately send Confirmation email to thank them for booking the Proposal Meeting, quickly outline what to expect during the Proposal meeting, introduction to the assigned staff handling the close, and reminding them the importance of watching the next video, which will be sent out tomorrow. Keep this message short.
Priming Video: Send the following day a video via email outlining who you are, who you've helped, your process and your track record with others (prepping for the GLOSS Method questions);
Reminder Email: Send a reminder email and/or text message the day/night prior to the Proposal meeting with a directional email showing how and where they need to turn up.

Depending on how you want to prime the prospect, create a series of nested tasks below this one so that you can remind yourself / team on what actions to take and when to prime the prospect for the proposal meeting.

5b:T5a1,Using the fact finding details, discovery meeting notes, and primer materials, listen to the prospects' needs, follow the GLOSS method to provide value to the client, present the precise set of services and pricing for the client, AND agree on the fees together (if possible). For more specific details, follow the steps below.

Note: To get the best outcome, focus on the overall experience to do things such as:

Have the prospect's name and company logo printed on their parking space;
Have a TV screen with their name and logo on as they arrive;
Make sure that everyone in your team knows their name and greets them as they arrive;
Have a cup with their name printed on it as a gift for them to take away, and for extra bonus points, you can even find out what they like to drink and how they take it beforehand (you can establish this in the Discovery Call);
Prepare the meeting space so it looks super professional.

If using an online meeting platform (like Zoom), you can still tell the client how you'd like them to show up and you can still have their name in lights on your screen when they arrive. If you had their address, you could even send them a physical gift to use in the Zoom meeting, such as a pen or branded notebook.

5c:T5a1,Prior to the Welcome call, complete the following:

Review the auto-created Onboarding work item generated from GoProposal.
Personalize the work item for the client and be ready to use it to walk the client through it on the call.
Call the new client to:

Introduce oneself.
Gain permission to contact prior accountant (plus details).
Introduce the onboarding checklist (send the first client requests to them in the meeting).
Gain permission to make a social media announcement.
Gain permission to get a testimonial on successful completion of work.
Book onboarding 1:1 meeting.

After the call, complete the following:

Send a standard thank you email that outlines the onboarding process, recaps what was said in the Welcome call, and reminds them to complete the onboarding checklist and of the upcoming Onboarding meeting.
Create sales receipt and process payment (per agreed fee schedule).
@ mention the Salesperson of completion of sale.
Mark this task complete or change work status as "Completed (Closed won)".

5d:T4bc,The work start date is when to start contact exploration (e.g. today's date) and the work due date is 25 days later (e.g. move to onboarding). The work assignee is the Salesperson (or Business Development Manager). A well-planned process to manage your prospective clients is the best way to maximize the conversions of leads and turning them into clients. This is the process used by London accounting firm, BOSS, to manage their leads. Back Office Support Solutions (BOSS) are experts in accounting and financial matters assisting all manner of London businesses. They're a paperless firm who utilize new technologies to be more efficient and transparent. Some of the systems they use include Karbon for workflow management, Xero for accounting, Receipt Bank for expense management, Dropbox for document management, Trello for project management and Workflow Max for practice software. Some steps in this process are specific to United Kingdom accounting requirements, and the systems used at BOSS. However, this is a great example of a detailed and effective onboarding process that involves several team members. 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Bad debts: Provide details on which invoices they should be written off from.
Stocktake: Provide a copy of your Stocktake as of 30 June.
Equipment Finance Contracts: Specify / upload details for any new equipment purchased.
Business Insurance / Professional Idemnity: Please upload a copy.
Private Health Statements: Please upload a copy.
Rental Property: Please upload a copy of the rental property summary.
Personal Deductions: Upload all supporting documentation.

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Using a pricing & proposal software like GoProposal or Practice Ignition?

Validate all the parameters of the work item is correct (e.g. start date / due dates). Assign the roles to the team members by either resetting the work item or clicking on each role and assigning to the right owner.

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If complete and additional info is needed, mark this request complete, update the client request and send to the client.
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If NO additional information is needed, check the client requests off as completed and move on to the next section.

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2) Provide a draft copy to the client via a comment on the client request above.

In the year-end review meeting, walk the client through the annual reports, tax return, what was done, what was owed, what was saved and next steps.

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Review the reports to get a picture of the current cashflow picture.
Re-review the past/expected income & expenses by running the A/P and A/R aging and summary reports.
Run the financials (Income Statement and Balance Sheet) to understand what cash has / will come in and what has / needs to be paid.
Make modifications as needed to the financial statements per the current situation / environment.

Complete initial A/R forecast. Determine which receivables will or will not come in. If desired, use probability of collections to get a more detailed number.
Complete initial A/P & expense forecast. Determine what has to be paid, what can be delayed, what can be cut and how to manage other payables and expenses.
Conduct what if / scenario planning. Time permitting, conduct sensitivity analysis to determine key clients to collect from and which payables to defer.
Prepare client notes and recommendations. Review the scenarios, and provide a set of recommendations for the client to take action on.

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1) Review up-to-date books (and resolve any bookkeeping issues).

2) Review financial reports (including AR/AP aging and summary reports).

3) Discuss cash flow projections and sensitivity analysis.

4) Discuss & determine what to collect, what to pay, and what to cut.

5) Set top three actions to take.

Copy and paste the following as a comment on this task to capture notes and next steps:

______________

NOTES:

- ...

NEXT STEPS FOR US:

- ...

NEXT STEPS FOR CLIENT:

- ...

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Details for prior accountant have been obtained.
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Change work status to \"Kick-off\" and @ mention the Onboarding Specialist to begin.

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If client doesn't have a prior accountant, complete the following:

Mark this task complete
Delete the client request below

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Complete the following:

Catch client up on current onboarding progress
Discuss any and all missing items
Take the opportunity to train the client on the firm's processes and the systems they need to use
Be sure to schedule the next meeting prior to ending the meeting
Send follow-up email after the meeting with what was discussed and collective next steps

MEETING NOTES

NEXT STEPS:

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GLOSS stands for:

Goals: where are they heading?
Location: where are they now?
Obstacles: what's holding them up?
Speed: how fast do they want to go?
Solution: what precise set of services do they need from us to reach their goals and overcome their obstacles at the speed they want to go, based on their current circumstances?

Don't have everything you need to make an informed decision? Schedule a second meeting where you can present the services and fees. Be sure to agree, schedule & book the follow-up meeting.

Have everything you need? Move to agree to services and fees straight away (continue on).

Be sure to agree on when you should follow-up on the proposal. Update the task due dates in the section below to reflect the the follow-up call meeting date and when to send the reminder email (one day before).

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Note: Be sure that your proposal has the following winning structure:

Front cover;
Contents page;
Introduction;
Testimonial;
Fees;
Goal;
Next steps;
Services explained;
Roadmap;
Final testimonial / quote.

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If the meeting was unsuccessful, mark down lessons learned, mark the work status as \"Completed (Closed Lost)\", and @ mention the Salesperson as an FYI.

If the prospect accepts the proposal, mark this task as completed and move on with the process. If the client doesn't accept, mark the work item as Completed - Closed Lost and place the prospect in your Long-Term Follow-Up work item / activities.

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Complete the following steps:

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- Step 2: Complete the necessary reconciliation within the accounting system (if applicable). For QuickBooks Online complete account reconciliation in Accounting tab.

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Publish all receipts from receipt app\n
Review A/P report & pay bills
Reconcile sales & additional accounts (if applicable)
Reconcile bank & credit card transactions (or manage the bank feeds):

Match and code transactions as needed
For those transactions with questions, code to Uncategorized Expenses until input received from client
Create bank rules as appropriate
If applicable, review uncashed checks
If applicable, review year-to-date P&L and Balance Sheet for coding accuracy

The client request below can be used to ask for any missing bank statements, ask questions from weekly bookkeeping, and ask questions related to coding issues.

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Complete the following steps:

- Step 1: Record amortized prepaid expense, monthly depreciation to fixed assets, and accrued expenses.

- Step 2: Complete the necessary reconciliation within the accounting system (if applicable). For QuickBooks Online complete account reconciliation in Accounting tab.

Run all necessary financial reports including P&L, Balance Sheet, AP, and AR reports.
Review each looking for appropriate balances and activity.
Compile them together and @ mention the assigned Accountant for review.

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Interpret financial data for client meeting
Publish and issue management report

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Conduct the client advisory meeting (face-to-face or videoconference).
Email client a summary of the client meeting and schedule next month's meeting.
Document client meeting notes in client record, as a note on this work item or a comment on this task.

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