The most mismanaged process in business

The most mismanaged process in business: Onboarding

Any process or system that you start but don’t use fully, or implement and don’t review, is not going to be as productive or beneficial to your business as it could be. 

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…


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: 


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.


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