Often, we find a system to solve a current problem but fail to use that system fully, mostly because we don’t have the time to work it out or understand what it could do for us.

They’re normally systems that do the stuff we would rather not do, like Xero for bookkeeping, so it’s easier to ignore, but there’s one process in particular that is very commonly mismanaged and fundamentally affects how you do business.

The most mismanaged process is…

Onboarding. 

By far, this is the most problematic process for the businesses that we help. Not only is it overcomplicated and clunky to carry out, it sets the wrong tone for the relationship going forward.

The most common reason for this is that the business is just doing things they’ve always done. They don’t have time to review it and see where improvements can be made.

The problem

The biggest problem is the lack of communication and sticking to the process.

How often, when taking on new clients, do you hear ‘yeah, I’ve got your contract and I will sign it, but could you just…’ or ‘I will pay your invoice, but could you just…’?

We’re so eager to please that we say ‘of course, no problem’. However, this lack of boundaries at the start of the relationship conveys to the clients that this is perfectly acceptable behaviour and they will expect you to be compliant in further requests down the line.

In essence, being too afraid to say no or to lead the process from the beginning causes problems in the long run. It’s much easier to set the benchmark from the beginning than to change the perception of your business later on.

The solution

Set expectations right from the start.

When you have a process that you follow and communicate to new clients, you set the expectations and boundaries from the beginning. This can be done as early as the discovery call, where you lay out the steps that follow the call in order to do business together. 

Being clear about the onboarding steps and sticking to what you say is the most important part. While you are there to serve, you are also there to lead as they need the expertise you have. 

To learn more about how to onboard clients, read our blog here: https://www.jaxstarsolutions.co.uk/the-importance-of-a-smooth-onboarding-process/ 

Summary

Good onboarding is crucial in creating a working relationship that works for both you and your client, so take the time to review your current system and see if there are any areas that can be improved.

If you have any questions or want help with your onboarding or any other of your operational processes, we’re here for you. Call us for a free 15 minute ‘ask me anything’ and we’ll get you set up in no time.

For more tips on systems and processes that help grow your business, subscribe to our newsletter here.

Contact us on:

Email: info@jaxstarsolutions.co.uk

Telephone: 020 3362 4436

Mobile: 07811 393520

Website: https://www.jaxstarsolutions.co.uk/

In this blog, I’ll break down how you can manage your time effectively and complete the most important tasks in time without having to sacrifice your sanity.

The mindset

The first thing to remember is that you can only do what you can do. There is no point trying to overstretch yourself, and some things will just have to wait.

You already know that you’ll do your best, so be comfortable with that and then work out where your best will be directed.

Know the end goal

Without having goals in place, how do you know what you should be working on or towards? 

If you have a list of tasks, try filtering them through an end-goal objective – ask yourself “does this task take me closer to what I want to achieve?”. This will give you a clearer picture of what is important.

Defining what’s important?

A great tool to use to help organise your tasks into levels of importance is the Eisenhower Matrix. 

Its 4 quadrants are separated into:

Important–Urgent tasks include things like crisis management, pressing deadlines and scheduled meetings.

Important–Not Urgent would include preparation and planning, business and personal development, relationship building and so on.

Not Important–Urgent tasks are some emails and phone calls, unimportant meetings, admin, etc.

Not Important–Not Urgent are the real time wasters (tasks and people), spending time on social media, some calls and emails, etc.

Once you’ve categorised your tasks into these segments, you know what you need to focus on. 

Ideally, you would be spending most of your time in the green Important–Not Urgent segment as this is where the tasks that can make the biggest impact live. If they reach Important–Urgent then you are likely to be firefighting at this point.

Delegating can also make a real difference to your time management and is a really useful skill to develop. When you have a team that you trust and processes that work, this should be very easy to do. 

Make sure that you are not spending time on tasks that do not require your level of skill. Your efforts are better suited to doing the important elements of your job, so delegate out anything that isn’t to someone else.

Doing the work

Now you have your tasks prioritised, you should be able to pick the top 3 that need to be completed today. You may have 3 for you and 3 for the person you’re covering, but you at least know what your focus is today. 

Use the Pomodoro technique to effectively manage your day. This technique consists of 30 minutes of focused work followed by a 5-minute break. If you would like to find out more about this technique, you can find all of the amazing advice and tricks here https://francescocirillo.com/pages/pomodoro-technique.

 A lot of people struggle with taking the 5-minute break, but it is essential in making sure your energy levels (mental energy in particular) can be maintained throughout the day. 

So take your 5 minutes. Get up, walk around, get some water, then come back just that little bit refreshed ready to go again. 

Summary

Time management becomes much easier once you have a plan, even when you’ve been lumbered with other people’s jobs. Know your goal, work out what the priorities are in achieving that goal, then work sensibly to get there.

We’re experts in taking on those lower-value tasks that eat up your time. Contact us and see how we can help you manage your time more effectively.

For more tips on systems and processes that help grow your business, subscribe to our newsletter here.

Get a little superstar treatment by contacting us on:

Email: info@jaxstarsolutions.co.uk

Telephone: 020 3362 4436

Mobile: 07811 393520

Website: https://www.jaxstarsolutions.co.uk/

The process you use will be seen as reflective of how you will continue to work with your client, so it’s important to make a good impression from the very beginning.

If you are disorganised or the process is complicated and intrusive on your client’s time, it could sow doubt in your client’s mind as to how easy it will be to work with you and the quality of work you’ll produce.

However, a simple process that is easy and straightforward and doesn’t ask for any superfluous information will create a sense of ease and confidence at the start of your working relationship.

Step 1 – Know what information you need

Create a list of all the information you need from your client, then go through that list again and make sure that you haven’t added any ‘nice-to-have’ items.

GDPR will play a part in this as you can’t ask for or hold onto certain information for no good reason, so make sure that everything you ask for has a purpose.

Use this list as a master checklist to make sure you don’t forget items and have to go back and ask again later.

If in your industry you find that you always require more information depending on the initial answers given, then tell your client that this is the case so they know what to expect.

Step 2 – Make sure you’ve covered what you need them to know

You will want to make sure that all payment details and terms and conditions are clear during the onboarding process, so take some time to go through this.

We always make sure that the client understands that as bookkeepers we are regulated by HMRC and there are certain criteria I have to fulfil as part of my insurance and regulation. Setting this out clearly at the beginning of the relationship makes sure that there are no unreasonable expectations going forward.

Make sure that you’ve covered how you will get paid – what the deliverables are and when payment is due. Again, by making sure that everyone is on the same page you can avoid misunderstandings later.

Step 3 – Automate wherever you can

To make the process simpler for you and to create a professional appearance, automate wherever you can.

If you have a series of questions that are asked every time, create an online questionnaire that can be filled out easily with dropdowns, tick boxes, and text boxes.

Use an online signature service such as HelloSign or DocuSign for your contracts and terms.

Create an email template that is used for every new client so you can just fill out the specific details without having to write out the whole thing every time.

And whether you use online services or not, create a folder on your computer where you keep all your onboarding documents, both for the client and your own checklists, to make it easier to complete the process.

Step 4 – Go through the process with every client

Once you’ve set up your process, use it with every client. It sounds like an obvious thing to say, but sometimes we’re in a rush or we don’t want to bother people so we skip steps. Don’t do that – you’ve created this process for a reason; follow it.

Summary

The onboarding process shouldn’t be complicated or long-winded. Taking the time to create a process with checklists and automation will set you up for successful onboardings and create a great first impression with your client.

A quick check to see how simple you’ve made your onboarding process is to delegate it to someone else and see if they can follow it through. If not, you could probably simplify it more.

For more tips on creating the ideal onboarding process and more, subscribe to our newsletter here.

Contact us about how we can help you create and manage your onboarding effectively, and to get a little superstar treatment, on:

Email: info@jaxstarsolutions.co.uk
Telephone: 020 3362 4436
Mobile: 07811 393520
Website: https://www.jaxstarsolutions.co.uk/