How To Get Started With A Client/Do A Handover

This process will assist the VA when taking on a new client as their VA. The VA/TL will be responsible for working through the process below in the handover. The process is to be undertaken with the client in person or Zoom and not just sent to the client to answer.

HANDOVER MEETING STRUCTURE

To Start:

Introduce self and others in the meeting.

Set the tone and expectations for the meeting: The purpose of the handover is to get to know a bit about the client & their business, and discuss the types of tasks they would like us to undertake. In the handover we will not go through the 'how' to do every task, this will be done in another session with just the client and the VA, the handover is to help us get all the info we need to get started.

(Throughout the meeting, if the client starts to go too far into the 'how' details, then you can remind them this will be something they cover later with their VA).

Communication:

• • How do you want your VA to refer to themselves?  EA, VA, PA, Bookkeeper?

  • Is Strictly Ssavvy and your VA a secret or not? e.g. are we just your internal EA and your clients don't know about us?

  • Do we need to set up a separate email account for their VA?

  • How will you communicate with your VA? WhatsApp (recommended so they have read receipts), Slack, Email, End Of Day Brief, Morning calls.

  • Joint to-do list? - If so, how will this be managed? How do they want their VA to communicate on progress on tasks.

  • Is it appropriate to set up time for a weekly meeting?

Review:

• • Are they in the cloud, what apps are they using? E.g.: 

    • • Any project management tools? 

      • Any CRMs?

      • Which platform do they use for emails?

      • Any other tools and apps they're using?

      • (Bookkeeping only) Xero? 

      • (Bookkeeping only) What payroll system? 

  • What needs to be set up before we can access things? Or are we able to get passwords from them now/have them set up accounts for us to log into?
    
    (May need to be advised that we use a secure password vault managed by our Office Administrator that passwords get put into). 

Brain Dump:

• • The more they share the better

  • Empty their head with everything about themselves

  • Their birthday, partners's birthday, coffee order, gym, Airpoints

  • What would their ideal week look like?

  • What are their goals for the biz - short term, long term

  • What are their current frustrations?

  • What do they hate doing, what do they love doing

  • What did they love about having an EA (if they have had one previously)

  • What did they not like about having an EA (if they have had one previously)

  • What are their concerns or fears about getting started with Strictly Savvy

Tasks:

• What are some 'quick-win' tasks that we could complete for you?  (Things to get started with – easy tasks to delegate so that you can find the flow with using us?)

• What are some longer-term projects or tasks you would like us to take over for you?

Is there anything else we haven't already covered you would like to mention? 

Finish up by letting them know that after this meeting the VA will put together a list of actions for us and the client, that will include: what we need to gain access to, and anything else to be able to get started with tasks.

Their VA will also communicate with them about what they need in order to be able to complete tasks e.g. instructions of 'how', and if they would like to set up another meeting they could do so now? Or the VA will reach out to them to schedule something in.

VA to complete AFTER the handover

Getting started email and including/or then work through the below

Access:

• • Does Rochelle need to set up a chrome bar for this client or do they have a Google account we will use to log into instead?

  • Get access to client's inbox and calendar

  • Set up email account if required or liaise with IT person?

  • Get client to share logins and passwords 

  • Client to share Dropbox folder with assist@strictlysavvy.co.nz (if applicable)

  • Invite jo@strictlysavvy.co.nz to Xero account with Advisor and 'manage user' rights and Hubdoc account (we then add the VA)

Delegate:

Make sure the client is clear on what level they are delegating to their VA:

Level 1: Do exactly what I have asked you to do. Don’t deviate from my instructions. I have already researched the options and determined what I want you to do.
Level 2: Research the topic and report back. We will discuss it, and then I will make the decision and tell you what I want you to do.
Level 3: Research the topic, outline the options, and make a recommendation. Give me the pros and cons of each option, but tell me what you think we should do. If I agree with your decision, I will authorize you to move forward.
Level 4: Make a decision and then tell me what you did. I trust you to do the research, make the best decision you can, and then keep me in the loop. I don’t want to be surprised by someone else.
Level 5: Make whatever decision you think is best. No need to report back. I trust you completely. I know you will follow through. You have my full support.

VA to develop 2 to do lists:

1. Quick wins: Things to get started with – easy so that you can find the flow with them

2. Projects: Non urgent but important projects. These are the things that their VA will do when they have time and to use the service plan hours if required

Once you have met with the client and have gone through this process with them, send an email outlining everything that is agreed and the actions you will do and the actions they need to do. Below is an example. With all of this gathered information, you will now need to input everything into the client's handbook. As you gather more information and over time you will need to update the handbook to keep it current.

What does the "One-Off Onboarding Investment" include?

As of August 2022 we started implementing a one off Admin fee for all new clients on Service Plan or Flexi Plan. This was originally called the "Getting Started Fee"and was $249+GST and covered up to 3 hours of the initial set up. This is a one-off fee will be under a separate timer for the client in Harvest, and is to be used on all of the tasks in the initial set up of a new client only. As of January 2025 this is now refered to as a "One-Off Onboarding Investment".

As we have moved through the years, we've since realised that as not all clients are the same, not all set-ups can be done in 3 hours, so this will be adjusted to suit each client as they come on board and will be determined by the Account Manager, based on initial comms with the client, the proposed plan type and how many hours they are looking at doing, and the amount of work they will be looking to handover.

The $249+GST fee covers UP TO 3 hours of the following:

• The Zoom Handover (for the Head VA)

• Drafting Getting Started Email

• Mapping out Task List

• Account set up from the Office Administrator (Chrome bar, Lastpass, entering initial passwords to Lastpass)

What is does not include?

• Follow up email responses to the client

• Any inital tasks

• A follow up phone call

What happens if I use less than three hours?

Because this is a fixed fee project, there are some clients that will use less and some that will use more. If they use less, you will still need to ensure any task related work you do for the client continues on the normal project timer you will use for your client.

What happens if I use more than three hours?

Please speak to your team leader about your unique situation, but the remaining time will likely need to be tracked on their regular project timer that you will use going forward if it is significantly over.