I’ve been a part of the entreQuest team for almost three months now, and I have enjoyed every single second of my transition into the management consulting industry. It has been an amazing and exciting experience to be a part of this growing cultural movement. From day one, I was very cognizant of, and focused on, our processes (internal and external), and how we and our clients can become more scalable. More specifically, creating that seamless client and employee onboarding experience.
The experience shouldn’t be any different whether you’re onboarding ten clients/employees or just one individual. As a leader, it really makes you think:
1. How are we going to keep up with demand?
2. What needs to improve?
3. What can we proactively do to get out of our own growth’s way?
4. How will we maintain our quality work if we keep getting more business?
The faster your business grows, the more the process becomes a recurring, higher priority. This doesn’t mean creativity or innovation gets thrown out the window. Those things are necessary to thrive in this ever-changing world. But remember, the industry you’re in isn’t going to slow down for you, nor does it care to.
However your business makes money, the onboarding process is one in the same; whoever you’re working for (clients) and whoever works for you (employees). There should be no favorites. At the very least make it seem as if there aren’t. One of the main philosophies we preach here at entreQuest is treating your employees like your clients, and clients like your employees.
You want your clients/customers to have a positive and memorable experience. If they do, odds are they will refer their network as a result of the trust you built. The bigger your book of business gets, the more important it is to have a smooth and seamless process for your client onboarding, and the lifecycle of that particular relationship.
The larger your business gets, the more employees you will need to support that load; and the more employees within your company, the more important the onboarding process becomes. Essentially, the quicker your employees are acclimated, the happier your employees become, the harder they work, and the more they care. In turn, these authentic, happy, hard-working employees refer people with the same qualities and values.
In the end, the bigger your company gets, the more important it is to have processes in place to make your organization scalable. Having these processes in place sets up your organization for success and growth. Being scalable is a huge part of how fast your business grows. If you can’t keep up with the market while maintaining quality, someone else will. Don’t lose that chance, be proactive. Set the agenda now for your future business growth. Don’t let the events set the agenda.
Make a “Master Checklist” for the onboarding process.
As a business owner, you may have this process in your head, but getting these steps down on paper to share with your employees is important for that growth. Always challenge the process, never be content. Always be open to feedback. Keep thinking what could make it better. These processes are just the skeleton of the client/employee experience. Don’t think the processes you put in place are the end all, be all either. Always try to improve. Think through the processes and write them down.
Challenge yourself. Keep up with demand. Be proactive.
Grow regardless.