Jessica was searching for a reliable, repeatable onboarding process that maximized efficiency, reflected her high-touch offering, instantly motivated and excited her students, and provided an exceptional client experience.
Today, I’d like to offer some suggestions on how you can perfect your own onboarding process for maximum efficiency and client delight, and how to best involve your team with implementation.
While every business should be concerned with customer happiness, leading a mastermind comes with client-delight challenges unique to this kind of high-touch offering.
Jennie’s passion for helping clients work through the challenges of writing a book led her to start training other book coaches on her process. And so Author Accelerator was born. To date, the Author Accelerator’s executive management team along with a suite of coaches that Jennie has hand-picked and personally trained has helped hundreds of writers bring their book ideas to life. But Jennie and her team had a big problem: as they grew, the growing complexity of managing over 150 writers and 30 book coaches became increasingly untenable with their cobbled-together back end that had accreted over years. Which was significantly slowing their growth.
There’s a trap many of us fall into when we expand our team. It’s the management trap. It happens when we expand our team quickly – bringing on multiple new team members at once or in a short period of time – before we have systems in place to help us grow efficiently. Suddenly, we find ourselves managing and training a new team, creating and documenting systems as we go, and struggling to find a way to pay everyone when there’s no time left for generating new business.