Client Onboarding

The Sales Process:

• The Client Success Manager has an initial Discovery Zoom with the Lead

• Client Success Manager sends the potential client a Proposal

• Follow-up is completed with the Lead

• Client signs proposal (which has the Terms of Engagement in it)

• Client is called to welcome them onboard and book in the handover, and is sent the GoCardless Direct Debit sign up link.

Please note:

• Let them know that we are including the VA's time involved in detailing of existing systems and process in the handbook we create for them

• And we include an extra meeting between the VA and the client

When the proposal is signed here is the process. Full details are below.

1. Juicy - Move the deal to Proposal Accepted (Or ask Shiela to do this)

2. Call the Client to welcome them (and capture all details via Airtable form)

3. Juicy - Move the deal to the Onboarding call had

4. Juicy - Book the Handover Zoom for Courtney

5. Add info to Client Changes Channel, tagging Rochelle and Shiela to let them know the details

6. Email template to send to VA: Introducing new client!

Once the Handover has taken place:

• Juicy - Move the deal to Account Management

• Check-in with the new client day 7 and 20, then every 3 months 

1. In Juicy in the Opportunities/Deals dashboard  

 Click and hold the deal, then drag it to the Proposal Accepted column (or ask Shiela in chat to do this)

2. Call the Client

*Before doing this call, make sure you check with the VA(s) and Courtney if there are any times they cannot do for the handover as you will book this in on the call.

Congratulate them/make them feel like we are excited to have them start with us

Confirm the legal trading name and accounts email (and any other details that you're unsure of to be put in the Airtable form here for Rochelle)

Agree a time for the handover Zoom letting them know it will be with the Head VA and Courtney

Let them know that we will hold their hand every step of the way

Ensure they feel great (buyers remorse is real!)

Fill out Airtable form (New Client Form) and use the time agreed to book the Zoom

3. In Juicy in the Opportunities/Deals dashboard 

 Click and hold the deal, then drag it to the Onboarding call had column (or ask Shiela in chat to do this)

4. Book the Handover with the VA

The handover meeting is to be attended by the client, the assigned VA and Courtney who will run the meeting.

How to book a Zoom handover meeting (find a time that works for everyone in the initial phone call/email).

Firstly, in Zoom:

1. Open Zoom and make sure you're logged into the hello@strictlysavvy.co.nz Zoom account. 

2. Click 'schedule' and schedule the meeting at the agreed time, called “Handover with Strictly Savvy and [Company Name]” timing is 1hr. 

Next, schedule in Outlook:

1. In the hello@strictlysavvy.co.nz Outlook, navigate to the calendar view and create an event at the agreed time. 

2. Call the event "Handover with Strictly Savvy and [Company Name]” and set the handover timing for an hour.

3. Invite the Head VA, Team Leader, Client and anyone else that is required to attend e.g. back up/accounts/EA/Creative VA or anyone else from the client's business that should attend. 

4. Use the Sales GPT to generate the description for the invite. This is the link to the GPT https://chatgpt.com/g/g-68a54e74aa948191a484221cd197f7c8-savvy-sales-helper Using the GPT you would use the prompt: 'draft a pre-handover template for [CLIENT NAME] from [CLIENT BUSINESS NAME]. Here's the relevant info from his signed proposal: [copy and paste info from 'The Plan' page of proposal]  (this step has replaced the previous handover template)

5. Copy and paste into the description of the calendar invite and review the info + that all links are working, otherwise you may need to re-insert them. Make sure there is a Zoom link included.

6. Hit send.

7.  Check in Outlook this has gone through correctly and sent to the right people.

5. Add details to Teamwork Chat "Client Changes" Channel as follows:

@rochelle new client "XXXX" details are now in Airtable

@shiela Please add the New Client Template - Service Plan Starting As Flexi Plan / New Flexi Plan Client / New Service Plan Client

Details:

(if starting as flexi plan:) New client starting on Flexi hours from [Day Month Year] 

XX-hour Service Plan starting XX XX 2024

Handover meeting booked for XX XX 2024

$249+GST One-off Onboarding Investment - to be billed on the first invoice (if applicable - otherwise delete)

Virtual rate - $XX+gst/hr
Creative/bookkeeping rate - $XX+gst/hr (if applicable)

On-site rate - $XX+gst/hr 

What this will do is have Shiela set up a task list in Teamwork that has tasks assigned to everyone that needs to action a step in the new client process. There will be tasks assigned to you in Teamwork to action.

6. Email template to send to VA: Introducing your new client!

Send an email to the virtual assistant assigned to the new client. This is to give them the background on the client and what they want, what has been agreed and when they start etc.

Client Name:

Business Name: 

Handover Zoom meeting booked:

Service Plan hours per month: 

Start date of Service Plan:

Start date of client work (if this is mid month and what budget there will be):

Type of work: 

Clients working style: 

Tech tool / Experience: 

Specifics: 

Other notes or background for VA to be aware of:

Next ensure all your teamwork tasks are completed and you now move to account management - check in with the client after the handover meeting is held to ask them how they are feeling, if they have any concerns etc. And then 7 days after, then 20 days, then every 3 months. This may vary depending on how much hand holding you think they need.