Sales, Onboarding, and Service is commonly referred to as SOS in operations. This triad forms the backbone of client relationships and firm growth, making it essential for long-term success. But how often are firm owners taking the time to look at it, evaluate and refine your process, and set initiatives for improvement over time?
The sales process is your firm's first point of contact with potential clients. It's crucial to focus on attracting the right clients who align with your firm's expertise and values. Define your ideal client profile and target market carefully. Consider implementing both minimum and maximum annual fees for clients to ensure a balanced portfolio and avoid concentration with a small number of clients. Diversifying your client base is also vital, as over-reliance on a few large clients can pose significant risks to your firm's stability.
Once a prospect becomes a client, the onboarding process takes center stage. This phase is critical for setting the tone of your working relationship and the stage where most firms fail to have any form of formal process. Not only do you want your new client to have an amazing experience up front, but you can reduce team stress and frustration by making sure the process to bring new clients in is streamlined and efficient. Familiarize clients with your systems, portal, and technology to ensure they can effectively collaborate with your firm. Clear communication during this phase is paramount - set explicit expectations for how information will be exchanged and establish protocols for ongoing interactions. It’s also wise to provide clients with an onboard checklist easy to follow to start providing what you will need to do their work.
The service phase is where you deliver on the promises made during the sales process. Define your ideal service model and allocate resources accordingly. Establish clear team structures and client relationship protocols to ensure consistent, high-quality service delivery. Determine the appropriate frequency of contact and ongoing deliverables that will provide value to your clients while maintaining efficiency for your firm.
To improve your SOS process, start with the end in mind. Define your ideal client and service model, then work backward to determine the necessary resources and staff allocation. Refine your onboarding process to ensure clients understand and can effectively use your tools. Connect clients with the right team members from the start to foster strong, lasting relationships.
By focusing on these aspects of your SOS process, you can streamline operations, improve client satisfaction, and boost your firm's profitability. A well-optimized SOS process leads to attracting the right clients, setting proper expectations, and delivering exceptional service – all crucial elements for the long-term success of your tax firm. Post October 15th and pre-busy season is the perfect time to assess operations and look at your firm’s current SOS procedures to define areas for improvement before tax season.
Christine Gervais is a licensed CPA, using her skills to help businesses grow and achieve their fullest potential. Christine has a Master’s degree in accounting from Southern New Hampshire University in addition to holding her CPA license for over a decade. Notably, Christine is a nationally recognized speaker providing education to other CPAs on how to best serve clients as well as instruction on a wide variety of topics for business owners on how to maximize success. Christine prides herself on the value she can bring to clients with her extensive tax knowledge and provides strategic, forward-thinking financial strategies to help clients grow. When not behind her desk, you can find Christine spending quality time with her daughter and stepson or tending to the family’s excessively loved farm animals.
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