We call it Clientship.
First, we made up the word. Clientship. It is a commitment our clients make to our firm as we pour ourselves out in service to them.
Clientship is a client's belief in a collaborative relationship where commitments are made to our joint relationship. As we make a commitment as partners, we each devote the time and courage necessary to see everyone involved succeed. Great clients will use up the value of what we can do for them and allow us into their lives to serve them deeply.
As a result we, as a firm, will have all we need to serve to the fullest, while the client receives great care, transformative services, and an enjoyment like they have not experienced before in another firm. We're serious about how we bring clients into our firm and how we serve them. It shows.
Purposeful Client Onboarding
It all starts with hello. We'll ask for a consent on our ``What We Believe`` document and then take you through a five-step process that helps us build the optimal solution for your needs...
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1
Value Conversation
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2
Research & Pricing
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3
Value Presentation
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4
Scope & Contracting
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5
Kickoff
Exploring the relationship
This is a private, confidential meeting between the stakeholders/owners on the potential client’s side with the partners of our firm. We can usually get something on the calendar within a week to two weeks of interest. In our Value Conversation, we don’t discuss technical services, but rather we discuss our client’s heart for the future. We want to know their pains, their joys, and how they perceive themselves in a relationship with us. Our questions can seem a bit probing, but all of them are necessary to make sure we can all devote our precious time to one another to learn what is needed most and how service may look.
<<< How our process works
After reviewing our onboarding process, reach out to begin a relationship.
Service meets price
We then step back inside of our firm to spend up to two weeks exploring our potential client’s feedback, researching them online, gathering some additional technical data, talking about them, and determining how we could best serve them. It’s all about the client. We handcraft 3 options for every single client, a High, Middle, and Low, and then we ask them to choose the best fit & commit at a minimum of 12 months to our relationship as we draft our prices each month.
<<< How our process works
After reviewing our onboarding process, reach out to begin a relationship.
Collaborative pricing
We then get to share our thoughts with our potential new partners as to how we will serve them and at what price we will be asking to be paid. This step is not set in concrete, as we work collaboratively back and forth to share our initial 3 options and then work to build the option that most reflects what they need. This can take up to a week or more to clearly define a scope and price that reflects the true need. There will often be services and offerings that have never been asked for as we are experts in growth, and we bring ideas that we believe will transform our clients into stronger business owners.
<<< How our process works
After reviewing our onboarding process, reach out to begin a relationship.
Our drive to define service
Everything we do is purposeful, so we then take another week to contractually define what we’ve promised to do and how we intend to serve. We define our services in detail and then make sure our client understands the language of our relationship. We believe clarity is the driver of success with our client relationships, so we spend the necessary time to make sure our contract matches expectations & understanding. We all sign a Client Agreement before we begin the scope, and as we collect the financial information to begin our drafts and/or the down payments for up front assessments or initial projects.
<<< How our process works
After reviewing our onboarding process, reach out to begin a relationship.
Meet the team!
We’ll likely have 2 to 3 people in service to each client. Our clients will be assigned their very own Customer Ally who will be their dedicated technical rep who leads the fulfillment of their contract. Of course, there is always the leadership team, project manager, and the owners backing up our Customer Ally to ensure success and adherence to the contract. We invite the client to a presentation with their team, and we bring the team who will be serving the client. We greet each other (virtually!), celebrate, and then let our Customer Allies beging their work of service. It’s a breath of fresh air to walk through the Onboarding phase and get to the place to embrace service with amazingly aligned clients and a firm that is ready to serve!