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.
How do you find the money to support a growing team? It’s a common problem. You need help in order to expand your business activities and generate more revenue. But, you need to generate more revenue before you can get the help you need. The proverbial chicken and egg scenario…
Many creative entrepreneurs resist systems, incorrectly believing that systems will somehow limit creativity or reduce the flexibility of the team. Nothing could be further from the truth, as my client Jennie Nash discovered. Jennie is a successful book coach and founder and CEO of Author Accelerator, an online book coaching service. As Jennie discovered, systems provided the support she needed to successfully lead her growing company and scale her business.
Motivating virtual teams can be difficult, even for experienced managers. Our global economy has shifted from the mechanical (or labor based) economy of the past to an economy focused on creativity and high-level knowledge based work. Rather than working as a part of a production group in a factory, many of the most valuable employees in our economy do creative or analytical work as a part of a virtual team. Our methods of motivation need to shift too.