“At the end of the day, it's first impressions. If you get a flat tire those first couple of weeks, it’s just going to really resonate through the entire relationship. You're never going to be able to win back that trust." -Adam Hale The finer details of this episode:● Importance of onboarding for CPA firms● Setting clear expectations and creating a process for onboarding● Activities involved in the onboarding process (accounting discovery, advisory discovery)● Role of project management and client success managers in onboarding● Significance of ongoing evaluation and improvement of the onboarding process● Impact of successful onboarding on long-term client relationships Episode resources:● Summit Virtual CFO by Anders website: https://www.summitcpa.net/● If you have questions or would like to be a guest on the show, email us at [email protected]● Check out the Virtual CFO Playbook Course: https://vcfoplaybook.summitcpa.net/ Timestamps:The importance of onboarding (00:01:07)Adam discusses the importance of onboarding and setting expectations for new clients, emphasizing the need for a structured process.Discovery meetings and setting client expectations (00:02:21)Tom explains the process of accounting and advisory discovery meetings, setting specific dates for deliverables, and aligning on priorities with the client.Organizing work and project management (00:05:51)Adam suggests organizing the team to focus on one area together, emphasizing the need for a solid process and project management for effective onboarding.Client communication and feedback (00:08:04)The importance of setting communication policies and feedback loops with clients during the onboarding process is discussed, ensuring clear expectations are established.Role of a project manager and client success manager (00:11:02)The role of a project manager in organizing the onboarding process and the importance of a client success manager for communication and issue resolution are highlighted.Continual improvement of onboarding process (00:15:59)The discussion emphasizes the continual evolution and improvement of the onboarding process to ensure a positive initial impression for clients.

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