Streamlining Bookkeeping Firm Onboarding: 4 Tips to Delight Clients

You’ve probably heard the saying, “You only get one chance at a first impression.” And while it’s certainly possible to recover from a poor initial impression, it’s much better to get off on the right foot with clients that you’ve signed but haven’t started working with yet. 

In the bookkeeping world, the onboarding phase is the first chance at a true first impression.

Sure, clients can get a sense of your firm’s personality and operations from your website, and from initial sales meetings with your team. But once a firm has won a client’s business and moved out of sales mode, things change.

Their focus now is fulfillment, and while many firms are great at marketing, their service delivery sometimes doesn’t measure up. 

Don’t let your bookkeeping firm fall into this category. Make a great first impression on your clients with onboarding strategies designed to impress them enough to keep them around for the long run. 

Be clear and organized 

The first few interactions you have with a new client should leave nothing to chance or guesswork. Any time you’re communicating, be sure to outline exactly what you mean and what you require from them.

Use the simplest possible words, minimizing jargon and other esoteric terms that new clients might not understand. Present an organized timeline that helps them learn what to expect and what you’ll need from them during this phase.

New clients are looking for their bookkeeping firm to show they are confident and in control—a well-organized onboarding email or meeting will go a long way in accomplishing this. 

Make things easy for them 

All bookkeeping firms are bound by certain rules and regulations set by governing bodies like the IRS and state governments. But beyond these official regulations, firms have room to render services however they desire. It’s always a good idea to make things easy for clients, but it’s especially critical in the onboarding phase, when clients are more closely evaluating your work.  

What exactly does it mean to make things easy for clients? Use simple, universal software that most people have and are familiar with. eSignature is another great example that can save your clients the time and hassle of having to provide a physical signature.

Consider coming up with a list of frequently asked questions for onboarding clients and sending it pre-emptively, which can please clients and make projects run smoother. 

Personalize the service whenever possible 

Bookkeeping firms work with business clients. Like people, businesses can vary dramatically—just think about the differences between a global Fortune 500 conglomerate and a local family-owned bakery. Both kinds of businesses need bookkeeping, but the type of services they need are very different. 

Even if you’ve narrowed down your prospective client niche to only work with certain kinds of businesses, there are still differences to take into account.

Whenever possible during the onboarding phase, show your clients that you understand what makes them unique and are incorporating these attributes into your service. 

A few examples: 

• Ask questions in meetings and calls, and pay attention to the answers 

• Keep detailed notes of important attributes about each of your clients  

• When possible, add a personal touch to standardized correspondence, such as account statements, invoices and engagement letters 

As the relationship with your new client develops past the onboarding phase, you’ll find even more great ways to show them that you’re providing a completely unique service designed only for their business—even when handling a standardized project task that you’ve done for dozens of other clients. 

Maximize your technology during onboarding with bookkeeping practice management software 

Modern bookkeeping software makes a lot of things easier for firms and their clients. But technology can be a double-edged sword: use too much of it and you’ll add unnecessary delays and bottlenecks to your service that can annoy clients and frustrate your team.  

That’s why it’s best to use a streamlined, all-in-one software that gives you everything you need in one place—instead of having to jump from one individual tool to the next just to meet standard obligations.

By using the right kind of bookkeeping practice management software, you can delight clients during onboarding and long afterwards, helping to ensure that you have a long, fulfilling relationship with them and minimizing the amount you need to invest in finding new clients. 

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