Where Does Your Brain Live? Organize Client Folders and Save Time and $$$

Frustrated team, inefficient processes, overwhelmed brain . . . you know how it feels when your business tends to fade fast. 

What could be the culprit? 

Poorly organized, or even worse, unorganized client folders.

A Common Lost Brain Example

You’re in the middle of the day, and you’re trying to find a piece of paper, an article, or a client asset. So, you click at one folder, then another, and then another. But you can’t find what you need. 

You ring your co-worker and ask them if they know where the item is located? They say they’ll check and revert.

You wait and wait and wait.

Only to hear that they couldn’t find it either.

This is a classic scenario of LOST BRAIN.

You end up wasting your time — asking everyone around you to figure out what you need because you don’t know where it is.

But the good news is, you can STOP that.

And, INSTEAD, you can just go into your organized folder structure and get what you want. Quickly!

Because you know precisely where it lives and where it should be at all times.

This thing/item/document that you might be looking for is the BRAIN of your business.

It could be:

  • Clients’ assets
  • Proposals
  • Scopes
  • Change orders
  • Content
  • Deliverables
  • Milestones
  • Meeting notes
  • Meeting agendas
  • Frameworks, and
  • Anything that you’re producing for the client

So, where does it live?

It could live in a file, a folder, in your drawer, or a cabinet that has piles of paperwork already.

Take your BRAIN out of the DIGITAL MESS.

And make sure everything in your business has its organization.

Why?

Because you don’t want to end up hunting people down for everything you need.

Imagine this: If an employee leaves and you hire someone else, how do you expect the new employee to ramp up? Can they seamlessly pick up from where the previous employee left off?

Not unless there is a folder structure. It’s the only thing that can help them easily replace the brain of the previous employee.

And what would be the results in that case? 

Quick delivery, fewer hassles.

Understanding where your brain lives will not only help you train people faster, it will help you make more money by delivering to clients more quickly.

Overall, your profitability will increase, and you’ll better navigate and grow your business.

DIGITIZE and ORGANIZE Your Brain

Once you know where your brain lives, it’s time to digitize and organize.

This is where a folder structure or a folder taxonomy comes and changes everything — for the better, of course.

Excellent delegation isn’t a myth.

You can make that happen. But how?

By having all your papers, documents, and files in specified places and organizing them into folder structures. So that the next time someone needs a document, they don’t have to make a hundred clicks to get to it.

A well-organized folder structure will save time and $$$ for your business. And it will help you manage your business better. 

Give Your Business a Fulfilling Run. Ready, Set, Go!

Not knowing where your brain lives is a huge drain on your business productivity, sales, and profitability.

Understand where your brain lives, organize client folders, and save time and money.

While you are trying to find your brain, check this case study to learn how one of my clients doubled her sales, tripled her team in size, and decreased her expenses in less than one year. Oh, and guess what? You can do it too. Just ask ScaleTime how.

If you have any tips to make the most of the folder structure, leave a comment below. And if you are facing any struggles or challenges with your folder structure, let us know.

Quit Wasting Time Hunting Down Files: Organize Your Client Folders

Help! I’m going crazy with all the digital paperwork!

This is an issue I often see when my clients and prospects are overwhelmed with the “piles” of digital documents around them.

So, how to focus on the business and tend to the customers and clients when you have to hunt down hundreds of documents to get things done?

With folder structure.

Did you know that the typical American employee/employer spends two hours a week just trying to find papers?

Woah, that’s about a hundred hours a year!

Just take a deep breath and imagine you’re losing more than a hundred hours of productivity every year.

That’s profitability running straight out the door.

Losing money because your paperwork is not organized? It sucks.

But you can put a halt to all that disorder-craziness with a proper folder structure in place.

What is Folder Structure?

You’re working on an important deadline, when ding!, there comes a message from your colleague:

Hey, do you have that meeting note from last month’s meeting with that fussbudget client? He is asking for something that seems out of scope, and the boss wants us to dig in and check if his request is legit.”

Uh oh. That’s a message you wouldn’t want to see.

But you did. 

And, darn, there’s no escape.

Now, you’ll have to scroll through hundreds of folders and documents to find a simple record that you should’ve kept handy.

In fact, until now, it was handy. Or was it?

Well, this is why you need a folder structure.

Think of it as that binder you store all your physical documents in. It kills disorderliness and keeps everything organized on your systems.

It’s your solution to document clutter.

How To Build A Client Folder Taxonomy?

  1. Create a template — Have a standard folder structure template in place. When you know how to create a folder structure quickly, you’ll spend less time making it when you scale.
  2. Define the hierarchy — Don’t dump everything in folders. Focus on a logical progression and categorize the folders either by project, client, or department.
  3. Label them right — Hey, don’t rush when saving files in folders. Name everything descriptively to save time and frustration as you search later on.
  4. Create shortcuts –—While an efficient folder structure is your savior in most scenarios, you need shortcuts for the most commonly used folders and subfolders. But, don’t flood your system with shortcuts either. Go easy on them.
  5. Version and Iteration control — Create processes for storing and keeping track of versions and iterations of deliverables.

Why is Folder Structure Important?

Well, a good folder structure is crucial in various scenarios:

  • When you want to find an item without wasting your time
  • When you want to make your systems easier to manage and sustainable
  • When you want to reduce the digital mess
  • When you want to avoid the risk of people using the wrong document
  • When you want to have a structured approach to manage all the deliverables and documents and enable sensible search

So, there you have it, the ultimate guide on saving time with folder structures.

Master the Skill of Folder Structure

When it comes to managing client folders, you need a folder structure that makes document search easier and folder organization better.

Level up your folder structure skills by:

  • Creating a folder structure
  • Using templates
  • Maintaining a folder hierarchy
  • Labeling files, folders, and everything in between
  • Creating shortcuts
  • Implementing version/iteration control

Before you get busy with creating that perfect folder structure, download this free client onboarding guide and toolkit to optimize your client onboarding process.

Creating Sexy Systems with Smart Technology and Even Smarter Documentation

Stop employee morale degrade

Stop productivity dwindle

Stop profitability downswing

Most of the clients I’ve worked with faced some common “problems” before I helped them step up their processes.

Some of these issues I regularly hear about are:

“We don’t have the bandwidth to take another project.”

“We don’t know how to collaborate better.”

“Our team is too scattered. We don’t have a centralized database for information sharing.”

“An important client asset is missing; I don’t know where to find it.”

“Delegation is a nuisance. How to do it quickly without micromanaging?”

So, how to improve, Juliana, how?

I say with the right TECHNOLOGY and DOCUMENTATION.

If you’re lost in processes (like many businesses), take your employees out of the confines of their silos.

Enable them to collaborate and ramp up better — with the power of technology and documentation.

I’ve said this before, and I’ll say it again: make your team collaboration-and-delegation-ready because the lack of collaboration and delegation leads to inefficiencies.

And you can scale your inefficiencies faster than anything else.

Here’s how you can leverage technology and documentation for creating BEAUTIFUL PROCESSES and SEXY SYSTEMS.

Technology

I understand that chaos is the order of the universe. 

Choosing the right tools and pieces of technology will help you:

  • Work across verticals
  • Work across platforms
  • Work across teams – especially the collaborative and telecommuting ones

I mean, how to find all the information you need to get your business going?

For example, if Employee A is in Sydney, Employee B is in Singapore, and you’re sitting in New York, how the heck are you going to collaborate?

You would need all the information in one place — without banging your head against the wall.

Enter technology, and you’re on your way to cutting out the crap and improving performance.

Technology automates tasks and creates efficiencies. So, you and your group can concentrate on the more critical parts of the business — the BIGGER stuff.

Documentation

There’s no ONE document that you need to keep handy all the time.

You have to keep ALL your business documents easily accessible by all who are involved in your business processes.

From the video screencasts to the screenshots, the meeting minutes, the agendas, the contingency plans — every single piece of paper — hard copy or soft copy — should be well-documented to get into the nitty-gritty of the workflow.

Documentation helps you delegate things quickly and help people ramp up quickly.

Let’s say, John, your Account Manager, leaves the organization. You hired a new manager, but they’re clueless about which client needs what.

So, what will save your bacon? Documentation, baby.

When all your information is documented, your employees will be able to use it without any fuss — whenever, wherever.

Documentation = Quicker Delegation = Conversions $$$

It will also help you create quality along the way and have people do things the way you want them to do reliably.

So, as you skate around your expertise, take technology and documentation along with you. They’ll check off your goals sooner than what you’d do otherwise.

And they’ll keep your sanity intact.

Don’t Let Your Tasks Fall Through The Cracks

  • Adopt the right technology for better collaboration
  • Adopt documentation to track all of your projects and delegate quickly

 Here’s to stepping up to the next level.

If you have questions on what tech and documentation processes we use here at ScaleTime, leave a comment, and I’ll share it soon.

5 Pillars for Creating Stunning Processes for Your Business

Struggling to create a process? You’re not alone.

Companies lose 20-30% of their annual revenue due to inefficient processes.

And that’s freaking HUGE!

Many of my clients and prospects ask me, “Juliana, how can I create processes for my business?” Or I sometimes get, “How can I improve the processes I already have?” 

I advise: Rip those layers of red tape must-dos and GET SH$T DONE.

Processing a process is way more than having repeatable systems in place and that super-strong desire to document.

It’s the meta process of your business. It’s how you take the core part of your business and make it effective and efficient.

At ScaleTime, we understand you need super-awesome systems. And you need super-super-awesome processes to help your systems level up.

To unlock opportunities for efficient, effective and quality scaling, we use the following five pillars.

So, brace yourselves for the grand reveal of our killer five-stage approach that works for us every time and will work for you too.

1. Workflows

First, you need workflows. These are the repeatable steps that you need to keep track of your projects. They’re fantastic at giving you a bird’s eye view of the core part of your business.

So you can track a document easily. But workflows? That’s a different animal altogether. 

Creating a workflow process for your business is a checklist that lives in your project management systems and CRMs, helping you track the work being done. This lets you breathe more easily because you can see the workload, capacity, and deadlines. 

Think of the workflow as aides you need to define the people and technologies involved in the processes. And creating them is nothing less than an art – because your processes’ beautiful execution begins with the rightly crafted workflows.

2. Tech Stack

When creating business processes, you need to be skilled at leveraging technology. Because at the end of the day, it’s about collaboration. No matter where your team is, you need that collaboration to be visible and trackable. 

The main things in your tech stack should be: 

  • Project manager
  • CRM
  • Accounting software
  • Scheduler
  • Password protector

Your tech stack should include technology that creates efficiencies, streamlines communication and automates specific tasks so that your business can focus on high-level stuff.

3. Documents

How in the world can you delegate things quickly when there’s so much to do?

Through documents.

These are the support assets you need so that you are not reinventing the wheel.

This step of the process includes spreadsheets, decks, screencasts, screenshots, client documents, agendas, and all the information that helps you get into the nitty-gritty of the workflows.

It’s your key to faster delegation and to enable people to ramp up quickly.

4. Training

Remember that your business process is agile. You won’t have the same processes when you’re a $1 million business vs. a $5 million company.

As your business scales, it changes everything — from sales to production, from project management to the people involved. You need dynamic instructions to teach people how to perform tasks and reach levels of excellence.

This is where training helps.

It ensures you don’t get stuck in a rut and enables you to innovate and ramp up confidently.

5. Metrics

Metrics are the numbers that measure the efficacy of the processes.

Right Measurement = High Profit.

Understand and measure the key performance metrics for your business’s core part:

  • Metrics
  • Outcomes
  • Time a process is taking
  • People’s performance

This will help you drive results and profits.

So, there you have it: the roadmap to successful processes.

But, hey, when you have stunning processes in place, remember to keep optimizing and updating them.

Treat them the same way you treat your marketing campaigns or product launches. Because sustaining successful processes is as important as creating them.

Repeat After Me: Your Meta Process Is A FIVE-STAGE Approach Involving:

  • Workflows
  • Tech Stack
  • Documents
  • Training
  • Metrics

Go ahead, rock it.

If you have any questions, feel free to reach out to me.

I’d love to know how you optimize your processes and which processes cause you the most headaches.

And if you’ve crushed it in a process, I’d love to know that as well.

How to Achieve Project Management Freedom

What do people say about you when you’re too much into your projects?

Do they think it’s a nightmare working with you on projects?

Well, $hit.

As a founder or a project manager, you may also want to achieve enough freedom for innovation, creativity, and personal judgment by stepping aside from the projects.

But striking the right balance between involvement and flexibility so that your team enjoys working with you (and you get a breather) isn’t easy.

If you can’t wait to get rid of the problems, the setups, the processes, the never-ending communication, I hear you.

Trust me. I understand being tired of the constant need to be involved in the business and the desire to step away from it.

That waiting for the day when you’re no longer putting out fires.

I get it.

But, Juliana, how to achieve that project management freedom?

With the right:

Tools

Equip your business with project management tools that are worth your time and investment.

From project management systems to databases, time tracking software, and communication tools — you need it all to allow users to control their tasks, conversations, and projects better.

Documents

I’ve said this before, and I’m repeating it now: documents and data are the real treasure of your business.

You must centralize all the documents so that everyone can use them without creating further dependencies.

Get a hold of all your decks, videos, client folders/doc management, internal files, sketches, client/vendor contracts, misc servers, etc.

You’ll be one step closer to project management freedom.

Workflows

As for the workflows, gather everything you’ve got to figure out what needs to be created, what can go into standardization, and what into optimization.

To up your game, go by these rules:

  • Too many workflows? Play cleanup. Did you audit your workflow templates and found that you’ve got too many? See if a thing sparks joy. If not, get rid of it so that it doesn’t clog up your system.
  • Not any? Let’s go. And if you don’t have any, or if you’re missing a lot, let’s go and build them.

But know this: Building templates is a team sport — not something you can do all by yourself. Get your team involved.

Trainings

One of the reasons why it is difficult for a lot of people to delegate the project management system and train people is because a lot of it has to do with making decisions.

So, how to train alongside decisions so that you can delegate stuff well?

For external, such as client requests, have a decision tree around them to make decisions quickly.

For internal, create a change board for initiatives. Evaluate the idea, the resources that are necessary for it, the objectives, and the outcomes. Then accept or reject it.

For meetings, optimize them.

Because if you are in meetings all the time and they aren’t even useful, you’re reducing capacity. Don’t do that, my friend. Don’t do that.

 

Performance

Without metrics and people, you just got a lot of pretty stuff.

So, to ensure you achieve project management freedom, reward people based on their performances.

And create some hashtags as you do it.

Something like #beastmode, #awesome, etc.

That way, when you can look for a particular hashtag, and see who has achieved how many, you can be like, “Wow, Jenny has got 15 beast modes in the last month. Let’s incentivize her.”

You can do this to quantify performance, both on the positive and the negative side.

Ninja Your Project Management 

When it comes to project management, make sure that it all works like a lean, mean competitive machine, like a beautiful organism.

Achieve freedom by:

  1. Using the right tools
  2. Centralizing documents
  3. Auditing workflows
  4. Investing in training and making decisions alongside
  5. Measuring performance

Project Management Compass: How to Navigate the Workflow Waters

2.5%

That’s the percentage of companies successfully completing 100% of their projects.

Bummer?

So, what really stops companies from hitting the sweet spot when it comes to project management?

Maybe most of them just suck at the navigation of creating the project management process, a.k.a the project management compass.

So how to manage your workflow better and navigate the workflow waters?

By understanding the workflow cycle.

Brace yourself for some project management success.

Welcome… strategy!

There are few greater joys in the business world than a project well strategized.

Whether you’re a project manager, the founder, the coordinator, or a gladiator who has been brought in to do this — strategizing is the cornerstone of success.

Strategize well to know the who, what, where, when, and how of the projects, the clients, the engagements, the retainers, and everything you can possibly think of.

More power to the plan

Despite its ridiculously ubiquitous influence, planning isn’t given as much thought as it deserves.

Begin your workflow well with checklists, assign people to the tasks, and get the milestones ready.

Pay attention to who’s going to do what

There shouldn’t be any surprises when it comes to accountability.

Deploy the work right. 

And let people know who’s accountable for what.

Empower for high performance

Eh . . . I don’t like to be the bearer of bad news. 

But your failure to empower people to take up tasks means you’re failing at the project management process.

You must aim to empower people to take on their particular tasks and projects and string along with them.

Mark your calendar

Set aside time in the calendar to review the workflow as it’s happening and QA the deliverables.

So yeah, I know you personally may not be queuing the deliverables. But make sure that they are getting queued.

When processes are reviewed well, whether internally by the team or externally by the client, you ensure they don’t clog up production.

Keep up with the workflow

Track your workflow against your timetables, milestones, invoices, and anything that holds significance to your business.

And as you do it, you might as well have to babysit the project. 

That’s particularly true if there are dependencies in a project.

You have to make sure that people are doing what they said they’ll be doing.

Set the priorities straight

Once you feel that your workflow process is deviating the line, don’t forget to reprioritize things.

Whether it’s a client-led delay that’s making it impossible to achieve a deadline and pushing everything else off, or an internal anomaly — always make sure that your priorities are still in order.

Reweighting the projects, including scaling the new ones, is frigging crucial to your PM success.

Hey, what’s the scope again?

It would be great if a fairy workflow mother flew from the sky and set out a superb project scope for you.

But when it comes to rescoping your workflow, you’re on your own.

Remember that projects are kinda perpetually changing entities.

And you know what? 

Whatever it is that you aim to create and what you finally deliver could be drastically different.

Which is why you need to rescope projects as you work to achieve the results. S

o, you’re not left wondering —  what the heck happened?!

What TO DO Next

Frankly, I wouldn’t blame you for getting confused when it comes to navigating the crazy rollercoaster that is the project management process.

Between the umpteen tasks, the goal to create more capacity, and more profitability, things could go a bit haywire. 

So, take the follow action points and ace your project management process like a pro:

  • Strategize
  • Plan
  • Deploy
  • Empower
  • Review (Q/A)
  • Track (Babysit)
  • (Re)prioritize
  • (Re)scope

While you’re at it, check this case study of how one of my clients built a repeatable, scalable process. You can too!

How Do You Project Manage Your Project Management?

Have a project management tool that doesn’t really project manage well?

Ouch!

Almost thought you could make it work?

Well, you’re not wrong this time.

I’m going to help you do it with these simple yet effective tips that were, until now, missing from your project management game.

Here you go . . . 

Get off those spreadsheets

Before we make project management easy as a breeze for you, there’s a confession: I abhor spreadsheets.

And think you should too.In fact, I’m pretty sure you’re better off without them. For the sake of your sanity, just get off the spreadsheets.

What are you saying, Juliana? Spreadsheets are great!” Are you saying this?

Well, I love them too – for data, but you don’t need them to manage your projects.

Why? Because they’re not scalable.

For one, they don’t allow you to generate reporting on workflow.

Secondly, they don’t allow you to generate the capacity of the workflows.

Which is why, it’s much better to have a project management system outside of your spreadsheets. 

Project Management Tools You REALLY Need

Is sending constant Slack pings and texting back and forth to get the right info driving you nuts?

Don’t fret. Let’s get rid of Information Overload with the cheat sheet below.

These are all the tools you want to keep handy that’ll make communication efficient and effective:

  • Project Management Tool — For service workflows, internal projects, repeatable tasks
  • Database — To hold all your documents, clients and deliverables, and a separate server, if needed
  • Wiki — A place where people can go and search for information on how-tos, SOPs, and templates with a table of contents
  • Communication — A place to chat with the team on things that are not task specific so that you don’t bombard your inbox
  • Time Tracking — To ensure you’re on time, and it’s best if it integrates directly with your project management tool

Project Management

Want to know what how to go from eh, this is okay project management to GREAT project management?

  • Clear and easy to see status — Whether it’s list, campaign or visual style
  • Reporting — To be able to sort for backlog
  • Templates for workflows — So that you’re not reinventing the wheel every time you do a repeatable task
  • Integrations — With your email, communication tool, CRM, etc.

Wiki/Intranet: Google Sites

A Wiki or Intranet is your internal resource of all your SOPs, how-tos, etc. that you can optimize over time.

Remember how training can help you increase 25% of employee productivity? This is the tool that lets you actually do that.

It’s also great when you’re delegating or hiring and want a tool to orient.

It’s wonderful by all means.

But ensure that it has a Table of Contents, so you know what’s there and what’s missing.

Treasure Hunt for Docs and Data

What?

A treasure hunt for project management?

Yes, it’s as amazing as it sounds.

It’s the hunt for the stuff that makes your business repeatable and scalable.

That’s the real treasure of your business, and you need to centralize it so that everyone can use it.

So, grab all the:

  • Workflows: Delivery workflows, checklists (in spreadsheets, documents, whiteboards, notebooks, stickies or wherever else) and repeatable tasks
  • Docs: Decks, videos, sketches, client folders/doc management, internal files, misc servers, client/vendor contracts, etc.
  • Data: Data in spreadsheets, databases, SaaS cloud servers i.e. video conferencing, form/survey responses, dungeon drives, etc.
  • Client data: Passwords/security, deliverables, file versions, folder taxonomy, etc.

DO IT NOW! 

Be Like Nike. Just Do it. Do it NOW. I know you want to. 

If you’re hungry for simple, straightforward project management, this easy guide is your go-to recipe.

Roll it out ASAP with the following action items:

  1. Go on a treasure hunt for workflows
  2. Go on a treasure hunt for docs, data, and training
  3. Create templates of existing workflows and centralize ’em all

Get Our PM Checklist for Project Management Hacks, Cracks, and How to Avoid

Hire a project manager, they said.

It’s gonna be awesome, they said.

But the projects still miss deadlines, productivity is low, and the project manager? He’s just as overwhelmed and confused as everyone else.

What’s wrong, where, and how can it be fixed?

ScaleTime to the rescue!

What is Project Management?

Project management is the whole system of the business. 

Think of it as a shiny, well-oiled, and well-run machine — everyone from the production to client management and delivery needs it.

You could be that shiny machine. Or the people who are delivering. Or there could be several shiny machines in your business.

What it really means is that you deliver high-quality end products and results.

But, hey, when you’re a shiny machine, why would you need more of them?

Investing your time in delegating work that you can do beautifully is sheer nonsense, right?

No.

Because when you create several shiny machines, invest enough time to run a few units through it, you are building a factory.

And then, my dear, you can stand back and watch things grow and be fluid.

However, there are several cracks you need to identify and work on to make these shiny machines.

What are these?

And are there any hacks to eliminate these cracks?

There sure are!

Let’s get right down to business.

Low Productivity

Business hitting the skids, even with the best of project managers in place?

Well, you need training to save your business and your grace.

Fun fact: Training increases productivity by 25%. 

What’s one of the easiest ways to create a training program?

 Make sure your project management, checklists, workflows, and everything that has to deal with your delivery mechanisms are on point.

Why?

Because when you plug someone into this wonderful mechanism, they’re going to be able to be 25% more productive than if you weren’t able to train them or didn’t have anything there.

And 25% is huge!

The Project Management Gap

When we think about business in its totality, we have different pieces. 

These could be people, processes, product and so on.But these are like renegade windup toys running into each other if left to their own devices. Without order to your project management process, chaos will ensue. And you can’t scale chaos. 

A client may say, “Oh, my God, can you just make this teensy tiny change?”

Well, that’s going to affect your project management, production, and delivery.

A client manager with new projects may say, 

Oh, so now we have three new projects, three new retainers, or three new engagements. 

But where are we going to fit them?”

That, too, is going to affect production and delivery.

A project manager (which could be the founder, gladiator, or anybody else who handles the projects) may say, “Crap, who’s doing what and when?”

If you fail to fit these moving pieces together like a puzzle, you have project management gaps. 

And these gaps are where money starts to leak.

But there is a road to freedom.

Get our Project Management Checklist. Just use the right project management tools, documents, workflows, and training, and you will fill this gap sooner than you think.

Project Management Syndrome

One of the biggest syndromes for project management (whoever is doing it) is having everything in your head.

You know that urge — “I must ask them, because what are they doing? What are they doing again?

You may find yourself connecting with everyone on whatever communication platform — slack, text, inbox.

Oh boy, is that overwhelming!

What you can do here is download your brain so other people can be held accountable without micromanaging.

And then, my friend, you will never have to default to uncertainty.

 Act Now — This Is HOW!

  • Create training protocols to increase productivity
  • Fill the project management gap with tools to get on the road to freedom
  • Download your brain to break free of the project management syndrome

That’s it. Identifying your project management cracks and knocking them out with these project management hacks is that easy.

Need some help with project management? Don’t forget to grab your copy of our Project Management Checklist to get out of the weeds. 

Client Kick-Off Meeting Agenda: Nail Down Scope and Banish the Creep

Picture this: You’ve got a fantastic client closed. You’re psyched to get started and hand the project off to the account manager. 

So, everyone can just jump right in and start cracking on those deliverables, right? 

Wrong. 

What exactly did sales promise to the client? How can your team deliver on those promises if you just jump right in? Do that, and you’re missing a crucial step in the delivery process. 

Finding clients is tough. Retaining clients? Easy to mess up. So, what to do?

The answer lies in a client kick-off meeting.

A client kickoff meeting agenda clears the air between sales, the account manager, and the team assigned to the project. 

The result? 

Promises delivered and happy clients. Let’s get the scoop below. 

What’s a Client Kickoff Meeting?

A kickoff meeting is the first official meeting between the client and the project team. Consider it as a date where you want to know as much as you can about the other person (here, the client).

Apart from defining the whats and whys, it also explains the hows, giving the project a clear direction.

Why do you need a client kick-off meeting agenda anyway?

Kickoff isn’t just a step to take before project completion. It defines the project and gives it a direction that’s often missing (even after a client is acquired).

The right setting and attitude play a crucial role in holding this meeting successfully.

So, besides a comfortable environment, choose a confident mindset too. And, let the project roll with a bang.

Kicking it off with the right agenda

While every project is different, it pays off to have a well-defined structure before starting a project. 

Here’s the client kick-off framework I swear by:

Step #1. Meet and Greet

Greet the client with all the courtesy you have in the world. 

Remember, the first impression is the . . . yeah, you know that already. So, begin the meeting by congratulating all and thanking them for their time to be present there. 

A simple thank-you can be a fantastic ice-breaker and conversation-starter. Use it well.

Step #2. Review the Onboarding Form Responses

Take a moment to revisit the client onboarding form and recount the project background. It’ll help in getting a better understanding of not just the objectives, but the project pain-points too.

Step #3. Service and Scope

Rallying for scope consensus is the cornerstone of a successful kickoff. 

Inform the client about how your business and service works and agree upon the project scope. 

Go through the timelines, estimates, statements of work, etc.

Step #4. Team Introductions and Role-defining

Introduce who’s who on each team and map roles to assign deliverables.

Step #5. Questions and Answers

Next, let the client ask you questions about a particular process or raise concerns they want you to troubleshoot within a platform. Discuss and clear misunderstandings. Leave nothing to imagination or guesswork. 

Step #6. Keep Things Moving

Share sales tips or any other relevant info that’ll keep up the meeting’s momentum and fill those awkward silences. 

Step #7. Collaboration and Communication

Fix a collaboration process with no loopholes in the communication and reporting framework. Strongly consider using cloud-based tools to make your life easier and collaboration smoother.

Step #8. Next Steps

Come up with a project mission statement, if possible. Ensure that each attendee knows what comes next and what’s expected of them to drive the project to fruition. Set-up full project clarity before impatience takes over the meeting. 

And yes, it means you can and should ask that intern to sit back, until everyone’s on the same page. 

No leaving the room without a clear-cut action plan. 


If you want to avoid failing to deliver on promises, and bridge the gap between sales and the project team, then schedule a client kickoff meeting. 

It’ll give your account manager and team members the clear-cut action plan they need to deliver. And your clients will thank you.

  1. Schedule a meet-and-greet and thank everyone involved.
  2. Review and discuss the client onboarding form responses.
  3. Define and align the service and scope with what sales promised. 
  4. Introduce the team and define everyone’s roles and responsibilities.
  5. Collaborate, communicate, and get started on next steps.

Are you ready to execute your projects like a pro and scale up your business like never before? Check this case study on how a divorced single mom of two turned her side project into a growing business.

Why Your Agency Needs a Client Onboarding Process

86% of consumers say they’re more likely to remain loyal to a brand if it invests in onboarding content — welcoming them and educating them after they’ve made a purchase. 

Did you know that more than half of consumers have returned a product/ service, 

simply because they didn’t know how to use it? 

Client onboarding is crucial for retaining customers and increasing brand loyalty. 

So, what does it take to have a supercharged client onboarding process in place? 

Don’t make it easy for your competitors to steal your hard-won clients. 

We’ll show you how to get started with a client onboarding process that’ll improve your customer retention rates. 

What Is a Client Onboarding Process?

Love it or hate it, client onboarding is the red-headed stepchild of your business. 

You know it’s there.

You know it needs a lot of TLC. 

But you still ignore it and put all your focus on the sales process instead.

And herein lies the problem:

Your customers deserve your attention even after you close the deal. 

That’s why client onboarding exists and is relevant.  

The client onboarding process is your ability to pass the baton from sales to production successfully. 

It’s the experience you give to your client as soon as you, well, onboard them. 

From the customer’s point-of-view, onboarding is the support they expect to get post-sale. 

But why does client onboarding matter?

A recent study by Wyzowl found that over 63% of surveyed customers believed the onboarding process was an essential part of their decision to partner with a brand. 

When customers feel unappreciated during the onboarding process, 

they’re likely to stop doing business with that company and take their dollars elsewhere 

— to someone who gives a damn. 

So, what does that mean for you? 

Those amazing customer acquisition strategies you’ve created won’t give your business a double or triple-digit revenue increase if your customer retention is low. 

To give your clients the confidence that they’ve put their resources in the right team, you need to spend at least half of your business development budget (roughly 10% of your revenue) on the customer experience.

The effects of this investment may not be immediate. 

But investing in customer experience can skyrocket your business revenue by 200%.

It’s that powerful. 

Remember, regardless of what you may have believed so far, client onboarding is your company’s backbone. 

Five Key Parts of An Effective Client Onboarding Process

Establishing an effective client onboarding can be overhauled in a few hours. Use these five simple steps to get started. 

  1. Client Intake  — Begin with the end in mind and make a list of all of the assets, things, or people you’ll need to create a fantastic client journey.
  2. Client Brief — Before your team starts working on a project, ensure they have a detailed understanding of the client’s requirements. A client brief is all the information on a project, from sales to production. The absence of an excellent brief risks failing to deliver what you’ve promised your client. So, make sure the client brief is accurate, detailed, and on-point.
  3. Welcome Kit — Acquiring a new customer may be exhilarating for a business. For a client, though, it may lead to buyer’s remorse. This is where a Welcome Kit, with a positive email, helps build trust in your business right from the start.
  4. Kickoff — Set the stage for the client’s expectations with a good project kickoff meeting. Ensure clear communication while introducing your team to the client and reinforce that the client has made the right decision by choosing you.
  5. Client Results — Client onboarding doesn’t end at the start of production. Map your client’s journey and measure the results against the promises you’ve made — regularly. During this process, cover all the touchpoints of your client’s journey for a seamless experience without chaos.

Supercharge your  Client Onboarding 

A quick reminder here — the moment you onboard a client, kick it into high gear! 

Keep that $$$ – attracting a new client costs five times more than retaining the existing one.

  1. Scope out client intake to get a handle on the people, assets, and steps to take for success.
  2. Give your team a detailed understanding of the project with a client brief.
  3. Build trust with your client with a Welcome Kit.
  4. Ensure clear communication and deliver on promises with a kickoff meeting.
  5. Map your client’s journey and measure the results.

Bonus: 

View our Client Management Checklist to learn what client management systems you should implement after onboarding.