Week 12: Document Your System for Welcoming a New Client

Marketing Systems BadgeUsing everything you’ve learned to date, document your system for welcoming a new client into the fold (and beyond).

Be sure to:

  • Include a flow chart showing how each step meets the next one
  • Provide a one-page summary of details like timing, tools and parties involved (like your autoresponder series)
  • One sample communication

Post the link to your project to this page no later than 9:30 a.m., PST, Monday (April 15, 2013).*

Additional Suggested Reading

bit.ly/Get-it-done

bit.ly/client-intake

bit.ly/systems-go

 

About Tea Silvestre

Executive Producer of Prosperity's Kitchen, author and marketing coach to solopreneurs.

  • http://getpaidtowriteonline.com/ Sharon Hurley Hall

    Here’s mine. It’s a zip file so please say if you can’t get the stuff: https://dl.dropboxusercontent.com/u/34622108/PK%20Mission%2012%20SHH.zip

    • http://www.facebook.com/doc.prov Doc Prov

      Wow, Sharon, a lot of flow in that chart. What detailed work! Hope you win.

      • http://getpaidtowriteonline.com/ Sharon Hurley Hall

        Thanks, Doc P. I am so glad I did PK, because it’s making me do a lot of stuff I should have had in place before. :)

        • http://www.facebook.com/doc.prov Doc Prov

          Certainly makes you think be creative!

    • http://www.byjanet.net/purple Janet Brent

      definitely love your flow chart!! didn’t even think about the yes/no angle!

      • http://getpaidtowriteonline.com/ Sharon Hurley Hall

        Thanks, Janet.

    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Congrats Sharon! You won the solo PaH project this week. Go see the Winners’ Showcase post for your feedback. :-)

      • http://getpaidtowriteonline.com/ Sharon Hurley Hall

        Yay! Thanks, Tea.

  • Guest

    I know that non of you need help on this one but just in case, here is a cool video on flowcharting – http://www.youtube.com/watch?v=WDUwqYLlAA8

    • http://www.anencouragingbird.com BirdyD – Roving Robin Reporter

      Birdy was sick all day Sunday; so, she had me finish putting it together and submit it.

      Here is the link: http://www.paranormalavians.com/2013/04/15/pk-s1-week-12/
      I hope it is all there!
      Mike for Birdy

      • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

        Score: 15.5/20 (3.5 – 4 – 4 – 4) Love the start you’ve got here. What I would’ve liked to see more of was how you’ll get feedback on how you’re doing (how the program is working for your clients), and how you’ll get them to renew — wasn’t clear if they were paying month to month indefinitely? Or if there was ever a renewal letter? Could you connect with folks on social media? Could you send handwritten thank yous?

  • http://www.facebook.com/doc.prov Doc Prov

    I know that none of you need help on mission 12 but just in case, here is a video that may help http://www.youtube.com/watch?v=WDUwqYLlAA8

  • http://twitter.com/SalaryNegotiato Salary Negotiators
    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 17.5/20 (4 – 4 – 5 – 4.5) Nice work! Really like the idea of a G+ hangout to celebrate with your clients. Questions to consider: how are appointments scheduled? Are you adding folks to an email list? Could you do an exit survey? A handwritten thank you?

  • http://www.facebook.com/doc.prov Doc Prov

    Week 12 Individual Play-At-Home project – Week 12 Prosperity Kitchen Challenge – Michael Provitera – Flowchart one page document – https://www.dropbox.com/s/8q1zh9i359vq9yg/Flowchart%20document%20Provitera.docx Flowchart itself – https://www.dropbox.com/s/l6qtzpls8pgdelk/Publicity%20Flow%20Chart.docx

    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 10/20 (2 – 2 – 3 – 3) I’m so glad that you’ve got a process for handling publicity Doc. But the mission this week was to give me the process for handling new clients.

      • http://www.facebook.com/doc.prov Doc Prov

        Thanks for the accolades Tea. It has been a pleasure improving my business with the Prosperity Kitchen Challenge. Good luck with your new ventures and God’s Speed to you!

  • http://www.facebook.com/ankypants Ang Jandak

    So here’s my individual project

    Flowchart – http://ankyworks.com/Stuff/WelcomeSystem.pdf

    Summary – http://ankyworks.com/Stuff/Welcome%20System%20One%20Page.pdf

    Sample (Please click link in message to go to rest of document) – http://ankyworks.com/Stuff/Welcome%20Sample.pdf

    And I don’t know why but Chrome is putting weird lines on my PDFs, so to see them in all their glory, you might have to download them.

    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Got a password for that questionnaire?

    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Congrats Ang! You won this week’s solo project. Go see your feedback on the Winners’ Showcase page.

  • http://twitter.com/SweetPhenomena Sweet Phenomena
    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 17.5/20 (4 – 3.5 – 5 – 5) Solid start, Tiffany. What I would’ve liked to see more of was how you handle the actual work and then follow up (exit survey, thank you card, testimonials, etc.) Side note: your welcome letter is fun but I’d watch the use of exclamation marks. Your phrasing is already enthusiastic, you really don’t want to scare folks with too many !!!

  • http://www.facebook.com/michelleleighhastie Michelle Hastie
    • http://www.byjanet.net/purple Janet Brent

      i love how thorough you get in your process, Michelle!

    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 16/20 (3.67 – 3.67 – 4.33 – 4.33) From Tea: Lovely presentation and outline!. You’ve got a solid foundation here. Questions I still have about your process: 1) Does SalesForce do the heavy lifting of reminding you to stay in touch with your clients/former clients? The purpose of using SF wasn’t made clear and it seemed like there was a lot of double work going on with the excel spreadsheet; 2) Have you considered a post project survey to get feedback on your coaching style and other interactions? 3) Have you considered a handwritten thank you note at the end of your contracts?

      From Nick: “Michelle, Totally awesome. I love your on-boarding process – I’m missing two things: 1) 30-day recurring customer testimonial (if they decide to continue on – you should gather a testimonial ANYWAY :-) 2) The client-lead process to feed the sales funnel and what happens if they’re interested but not ready yet… there’s gotta be a bit of contact there to keep them in the process if they’re just not 100% ready yet (like throw ’em on a newsletter, etc). And as an aside – 2 hours of free consulting? Holy hell, that’s a LOT of time. I’d offer a free 15 minute consult to suss their goals (and if they’re an idea client) or a $99 hour consult to walk them through a mini version of the prep-work document. I’m all for pre-on-boarding, but they gotta pay you for that time. Look up Lauren Sheahan for a good example of this. Charging for your initial contact can also help you bankroll printed materials for your on-boarding process; ie: a bound food log or other materials that your folks might need. Anyway, perfect score sans the missing element of pre-purchase care. (-1 Completeness).”

      Note: While Diane did score your project, she wasn’t able to provide written feedback. (She gave you all 3s).

  • http://www.digitalphotoanddesign.com/ Colleen Conger @ DigiPD
    • http://www.byjanet.net/purple Janet Brent

      love the gameboard feel on your flow chart, especially the client thumbs up or down… for some reason it reminds me of chutes and ladders… hehe :) and can I just nominate you for most improved contestant?? between this week and last week’s video… wow!!

      • http://www.digitalphotoanddesign.com/ Colleen Conger @ DigiPD

        You’re totally right @purplepanda:disqus. You and I should JV on “The Life of A Graphic Designer” board game. We could do a Kickstarter campaign and donate some of the proceeds to some eco-conscious businesses 😀

        And yes, feel free to nominate me for move improved contestant. Wait until you see what project management system I was using before I discovered Asana, Adobe EchoSign, Google Docs, etc.

    • http://getpaidtowriteonline.com/ Sharon Hurley Hall

      Wow – just wow – what a great system outline.

      • http://www.digitalphotoanddesign.com/ Colleen Conger @ DigiPD

        Thanks a bunch @rappinhood:disqus

    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Congrats! You had the winning team project this week. Go see your feedback on the Winners’ Showcase post.

  • http://www.byjanet.net/purple Janet Brent

    team 5 submitted –
    https://www.evernote.com/pub/janetahhhh/purplepanda – direct link to process summary which also includes the file attachment to my sample communication + flowchart.

    http://byjanet.net/purple/wp-content/uploads/2013/04/welcomepanda.pdf (direct link to sample communication including flowchart)

    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 16.33/20 (4 – 4 – 4 – 4.33) From Tea: Way to set expectations with your new clients! Love this almost in its entirety. My suggestions: the initial first page felt a little bit long (from “Thank You for creating with me…”) you could probably eliminate that part about your background/2nd half of that letter. Remember, you don’t want to overwhelm people with too much to read. Also, the branding questions were great but would require a lot of specifics which your clients might (again) be overwhelmed to think through in one sitting. Chunk up the questions a bit more in order to make it easier for them. For example, “What is your marketing process?” could be changed instead to “Are you working on any marketing campaigns currently? If so, what’s involved?” (Go from big picture to smaller picture). Also, I know we asked you to create a flow chart but that was more for us and don’t really think your clients will find it all that helpful (other than to see that you’ve thought it through and are uber organized). Finally, how will you showcase your work (portfolio? case studies?) Testimonials are just one piece of the puzzle.

      From Nick: “A beautiful presentation and good system, Janet… there’s a few things that are missing: 1) As a client I don’t necessarily care about the specific process so much as how it impacts me and why it’s being done, right? So, the flowchart is very you-centric where it should be a little bit more client-centric. It’s OK, this happens a lot. 2) Now that you’re blogging more and more – I kinda wanted to see how your sales funnel fed into your system. Or how you provided post-purchase customer care with your newsletter/blog/etc. All in all, a very solid presentation and solid system: give it a little more depth and customer focus and you’ll be right on track. (-1 Completeness, -1 Appropriateness)”

      *Note: while Diane did score your project, she wasn’t able to provide written feedback.

      • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

        (Diane gave you all 3s)

  • http://www.digitalphotoanddesign.com/ Colleen Conger @ DigiPD
    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 19/20 (4.5-5-5-4.5) Excellent work. Especially love the idea of surprise thank you gifts. You’ve obviously thought through a lot of the coaching process. My only question is how effective are all the questionnaires? Are you getting them fully completed and in a timely manner? If so, good – keep at it. If not, you might consider doing some of this work by phone and just taking notes for your file. Some clients don’t do well filling out so much paperwork.

  • http://twitter.com/writeahead Write Ahead
    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 14.5/20 (3 – 3 – 5 – 3.5) Good start but was hoping to see the entire process, not just getting started. Yes, all of the back and forth during the project and then follow up afterward. 😉

  • http://twitter.com/StudyingOnline Angela Boothroyd
    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 16.5/20 (4 – 4 – 4.5 – 4) Lovely job! Especially like the idea of the handwritten welcome letter. Couple of questions: how do you get a handwritten letter delivered in a timely matter to folks overseas? And how does someone who can’t speak English very well fill out your questionnaire? It’s a great questionnaire (and I didn’t really take off points for this) but I’m just concerned that filling it out might be a bit of a road block to getting work done. Also didn’t see anything here about getting referrals and/or testimonials?

      • http://twitter.com/StudyingOnline Angela Boothroyd

        Thanks, Tea :-). Re the questionnaire, I have more than one and can usually get a rough idea of which would be the most suitable to send from the intial email exchanges I have with the student. I tell them it’s OK to only answer the questions they can manage; and how well, or otherwise, they complete the questionnaire is another piece of information that helps me assess their level of English. The welcome letter is a new thing (inspired by you and PK :-) ) and I’m still testing that to see how well it works. I hope it will work well with most students because I think it’s a really great idea.

  • http://www.facebook.com/panAngler Laurie Nylund

    I didn’t realize that the submission time changed when the date changed. So this is now late, but I thought we should post it anyway.

    Overview doc: https://www.dropbox.com/s/ap2088myedl3dgm/TPNY-TPSF%20Student%20Intake.docx

    Flowchart: https://www.dropbox.com/s/hm6lxqu1pvp53t5/TestPrepNY.jpg

    Exit survey is available at:http://surveys.testprepny.com/surveys/quit

    Thanks,
    Laurie

    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Congrats Laurie & Bara! You won the team PaH project this week. Go see the Winners’ Showcase post for your feedback. :-)

  • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef
    • http://www.thewordchef.com/ Tea Silvestre, aka Word Chef

      Score: 15.5/20 (3 – 4 – 5 – 3.5) You’ve got a solid start, Jayne. To take this to the next level, think in terms of relationship building with individual customers (especially those who buy in bulk). Can you take them to the lunch to say thank you and find out how to better serve them? Can you send handwritten thank yous? Can you send out surveys to find out how well the materials are received and working? Could you feature your clients in a case study on your website? (Just a few ideas)