KSHIRSAGAR KULKARNI & CO
CHARTERED ACCOUNTANTS
3 proven ways in place to drive client On-boarding process
1. Begin with clarity
It’s so easy to be heads down with work that we gloss over the need to drive adoption of technologies and uniform processes among our clients. That’s why we need to be clear about our Who, What, and How. Adoption starts within firm by getting clarity around:
Who we want to serve.
What we want to sell.
How we want to deliver.
Until we understand each of these things, you can’t begin to move forward with a clear adoption plan for clients.
Let’s talk about the Who first. Too often, We run across - A client walked in and asked for a service, and the owner said, “Sure, we can do that.” And then another client walked in, and another and another—each with their own unique needs and way of working with the firm. Chaos.
The days of taking anyone who walks through the door are over. It’s time to clearly understand who we want to serve. Who are real ideal clients?
Knowing who we want to serve doesn’t mean we have to limit ourself to just one niche. We Start with a broad category such as service-based small businesses (which make up 70% of the economy), and narrow it down to find our ideal clients.
Now let’s tackle the What—as in, what do we want to sell? Yes, that’s right. We get to choose what we sell, not the client. This is where productization comes in.
One of the biggest benefits of productizing is that our entire team knows exactly Who they’re selling to, what they’re selling, and how it’s delivered. Friction is reduced for staff and clients because everyone knows what to expect.
Finally, what about the How? Once we identify Who we want to sell to and What we want to sell them, it’s time to standardize processes to best deliver offerings.
2. We Start every client at the beginning
After we have the clients’ signoff on our in place technology stack and processes, KKCA team will revisit expectations. This is so because we’re transitioning a client to Bill.com, each service needs its own dedicated uniform process.
3. We ruthlessly pursue simplicity
The more options available to the clients, the more confusing it can be for them to work with. The more ambiguity around services, tools, and processes, the harder it will be to drive adoption for the clients and team. So, we work to lessen the diversity among client base, service options, and technologies and tools within team.
