The Art of Client Onboarding I LedgerDocs

As the famous saying goes “ you never get a second chance to make a first impression”. This is especially true when working with clients. How the onboarding process begins, sets the tone for the entire client relationship. From the initial contact to gathering necessary information and setting expectations, client onboarding that has been done with careful planning and attention to detail sets you up for success.

1. Making a Great First Impression and Don’t Be Afraid to Initiate a Call.

The client onboarding process begins with your very first interaction with your new client. For most bookkeepers this is an email to introduce yourself and lay the groundwork for the start of the partnership. In this first correspondence, you want to make sure that you are coming across as proactive, professional, and attentive to the client’s needs and concerns. You want to position your guide, helping them through the process, promptly following up on inquiries and provide clear and concise information about your services and progress.

Use our tried and true sample email as a guideline for crafting your introduction to clients:

Subject: Welcome to [Bookkeeper’s Company Name] – Let’s Get Started!

Hi [Client’s Name],

I hope you are doing well!

I am reaching out to officially welcome you to [Bookkeeper’s Company Name]. We are excited to have the opportunity to help you with your business’ bookkeeping needs.

I will be your main point of contact for your bookkeeping as we move forward. Please feel free to reach out to me at any point in the process with any questions, concerns or requests. I am committed to providing you with the support and services you need.

To kick things off, I would like to schedule a brief introductory call to discuss your business needs and priorities. Please let me know a few dates and times that work for you, and I will be happy to coordinate.

Look forward to speaking to you soon and working with you and supporting your success.

Best regards,
[Your Name]

2. Gather Necessary Information

Once the initial contact is made, it’s time to gather necessary information from the client to get started on the bookkeeping project. To make this process as smooth and seamless as possible you need to create a process to collect essential details such as business financial records, invoices, receipts and tax documents. LedgerDocs has a simple and hands off document collection workflow, allowing bookkeepers to schedule requests and reminders and clients to securely upload documents and information directly to the platform. Here is how it works:

Step 1: Automate Document Requests:

Create customized document requests directly from your LedgerDocs account. Specify the required documents and set up reminders for clients who need a gentle nudge. Plus, create templates and schedule future reminders to automate recurring requests. Ideal for ongoing tasks like payroll, month-end, quarterly reporting, or yearly taxes.

Step 2: Uploading Made Easy (For Your Clients)

Create a unique, easy to remember email address for each client within LedgerDocs. Client documents emailed here will upload directly to the company inbox. LedgerDocs will even capture important email details as notes on the documents for added context.

Clients can also simply reply by email to document requests you send them and include attachments. Additionally, LedgerDocs supports uploading via Scanners and your iPhone or Android App. In all instances, you’re notified so you’re informed and in the loop.

Step 3: Stay Organized:

Receive notifications when your documents are in the Company Inbox ready to view via your LedgerDocs Dashboard. Plus, get daily email updates on the status of your uploads, ensuring you’re always in the loop.

Use our Advanced Search and flexible folder structure to stay organized and never lose a document.

Try using this email template when sending a document request to your clients:

Hi [Client’s Name],

Thank you for choosing [Bookkeeper’s Company Name] for your bookkeeping needs. We’re thrilled to have you on board!

To ensure a smooth onboarding process and to kick-start our collaboration, we need some essential information from you. Could you please gather the following documents:

• Business financial records (e.g., balance sheets, income statements)
• Invoices
• Receipts
• Tax documents

You can securely upload your documents into LedgerDocs,our document management platform. Simply reply to this email with these documents.

Thanks in advance for your cooperation. We look forward to working together and supporting your business growth!

Best regards,
[Your Name]

3. Set Clear Expectations

Clearly communicated expectations are the key to having successful client relationships. Make sure that you clearly outline your services scope, pricing, and turnaround times upfront to avoid any misunderstandings later on in the process. Determine if they have any communication preferences and let them know how often they can expect to hear from you. Share with them any timeline for deliverables and updates. Doing this will help you to start building trust and confidence with your clients. Try using this email template as a guideline for communication around setting expectations:

Subject: Setting Clear Expectations for Our Partnership

Hi [Client’s Name],

I hope you are doing well!

I am excited to be working together with you. Here’s what you can expect from our collaboration:

• Services: [Outline the specific services you will provide]
• Pricing: [Detail your pricing structure, including any additional fees or charges]
• Turnaround times: [Specify the timeframes for completing tasks or delivering reports]
• Communication preferences: [Indicate your preferred communication channels and frequency]
• Timeline: [Provide a timeline for project milestones and deliverables]

Please review the above points, and let me know if you have any questions or concerns.

Best regards,
[Your Name]

4. Provide Ongoing Support and Guidance

Client onboarding doesn’t end once the initial paperwork is done. It is very important that you maintain the good relationship you have begun with your client. Become their financial guide, offer them educational resources, workshops, and personalized advice. Be proactive in addressing any questions or concerns that your client may have, and continue to foster a collaborative and supportive relationship.

Start your client onboarding journey on the right foot and watch your bookkeeping business thrive.