Building Customer Onboarding & Service Processes with Alane Boyd
Jul 03, 2024Effective customer onboarding and service processes are crucial yet often overlooked elements in entrepreneurship. In Episode 595 of Keep What You Earn, host Shannon discusses this topic with process improvement expert Alane Boyd.
Shannon emphasizes the importance of having streamlined onboarding processes for sustained success. Alane suggests breaking down tasks into manageable pieces to ease the pressure. She offers practical approaches like listing tasks on paper or using project management systems to draft templates and get team input, ensuring the process includes all necessary steps across functional teams.
One compelling technique involves documenting processes in real-time. This can be done using tools like voice notes or screen recording software. Capturing every detail as you perform tasks reduces the mental load of recalling steps later and facilitates smoother training and handoffs.
Alane stresses the importance of detailed documentation, especially for entry-level tasks. Including specifics such as screenshots and buttons to click can make a big difference. For higher-level tasks, detailed guidelines might suffice instead. Shannon and Alane also discuss the importance of clarity and conciseness in client communication. Redundant information should be cut down, focusing on direct and clear responses. Shannon's concept of "guiding principles" ensures every client feels seen, heard, and understood, empowering team members to respond consistently yet flexibly.
Technical tools can significantly aid in streamlining processes. Alane introduces various tools like Asana for project management and Lucidchart for visualization. She directs listeners to Workday Ninja’s WMS picker for selecting the best project management system based on specific needs. Automation can greatly enhance efficiency, and Workday Ninja offers a report on 25 automation ideas tailored to specific software stacks.
A salient point raised is balancing standardization and customization. Alane asserts that while standardization provides a backbone, there should be room for individual customization, especially in client-facing roles. Employees need the flexibility to adapt scripts and guidelines to individual client needs.
Shannon shares a case study about a client who was unresponsive due to Slack notifications being turned off. This highlights the need to understand and adapt to client preferences for stronger relationships and quicker, more satisfactory outcomes. Meeting clients where they are fosters better relationships and more satisfactory outcomes.
In summary, well-documented and flexible processes are essential for smooth customer onboarding and service. By leveraging the right tools, fostering clear communication, and balancing standardization with customization, businesses can enhance their efficiency and client satisfaction. Shannon and Alane provide valuable insights for entrepreneurs to navigate these complex yet essential business operations, aiming to create adaptable, empathetic, and customer-centric processes.
Alane Boyd, Co-Founder of Workday Ninja, is an operations and growth strategy expert specializing in AI and automation to enhance client efficiency. Her entrepreneurial success includes scaling her first business, a hybrid agency and software company, to 8 figures and successfully selling it in 2018. She has been featured in Entrepreneur, HuffPost, and SXSW and is a three-time published author.
KWYE Listeners - here are two free tools to use:
- Project Manager Tool Selector Tool: https://bit.ly/wmspicker
- Automation Idea Generator: https://form.typeform.com/to/IiX7bCVX
LinkedIn: https://www.linkedin.com/in/alaneboyd/
Website: https://www.youtube.com/@WorkdayNinja
What you'll hear in this episode:
04:14 Summarize the text using 7 words: Document actions to streamline tasks and share.
09:01 Team creates solutions by understanding client needs.
11:02 Efficient handling of tax-related inquiries through training.
16:39 Hiring based on fit, not just process.
18:02 Implementing client communication escalation process for non-responsiveness.
20:58 Process should adapt to recipient preferences and needs.
26:28 Avoid cost leakage with all-in-one solution.
If you like this episode, check out:
My Biggest Takeaway from "10x is Easier Than 2x"
The Little Things That Unlocked Growth in My Business and Life
Creating an Outstanding Customer Service Experience
Want to learn more so you can earn more?
Try Kajabi free for 14 days here: https://app.kajabi.com/r/zGmoZA9E/t/tsfmvbq4
Visit keepwhatyouearncfo.com to work with Shannon and her team
Watch this episode and more here: https://www.youtube.com/channel/UCMlIuZsrllp1Uc_MlhriLvQ
Connect with Shannon on IG: https://www.instagram.com/shannonkweinstein/
The information contained in this podcast is intended for educational purposes only and is not individual tax advice. Please consult a qualified professional before implementing anything you learn.
