The onboarding problem nobody talks about
It's not the client, it's the system
Can I ask you something?
When a new client signs your proposal, what actually happens next?
Not the big stuff. The small stuff. Who sends the welcome email? Who sets up the compliance check? Who chases the missing documents? Who tells the client what to expect and when?
If the honest answer is “it depends who’s in that day” or “me, usually”.. that’s the problem.
Not because you’re doing it wrong. But because you’re doing it from scratch every single time. Different emails. Different checklists. Different experiences for every client. And a quiet dread every time a new enquiry lands because you know what’s coming.
The practices that scale aren’t the ones with the best accountants. They’re the ones with the best systems.
More on that tomorrow.
Rachel