Classes Discovered in Shopper Onboarding


Within the first quarter of 2020, we printed an episode and talked all about shopper onboarding. We puzzled what has modified at Summit CPA since? And thought why not circle again on this subject to find the teachings we have realized.

On this episode, Jamie Nau, our host and Summit CPA’s Director of Accounting/Digital CFO; Adam Hale, our COO and Co-founder; Lydia Rapp, our Undertaking Supervisor takes a step again to have a look at how far we have come when it comes to onboarding shoppers and deep dive into the basics of getting a dependable course of in place.





Jamie Nau: Whats up, all people. Welcome to immediately’s podcast. Very enthusiastic about immediately’s subject and immediately’s visitor. So virtually two years in the past, we did our first podcast on onboarding. It was our eleventh episode. If you wish to return and re-listen to that episode, you will get just a little bit extra of the main points at the moment. I feel as Adam informed us earlier than this podcast, we’re just a little extra structured, just a little bit extra robotic in the way in which we approached the podcast. So, we thought this time we’d go into just a little bit extra element and speak about our classes realized. As as we talked about in that podcast, it has been some time since I’ve listened to it, however one factor we at all times speak about in the case of onboarding is de facto being versatile and being adaptable. So, we have realized plenty of classes. So hopefully our listeners can study from us and transfer ahead. So immediately we’re joined by our Undertaking Administration Specialist, our Onboarding Specialist, the one which will get all our shoppers began, Lydia. So welcome to the present. 

Lydia Rapp: Hello, good to see all people. 

Jamie Nau: And naturally, Adam Hale, who’s the overseer of all issues accounting. All proper, Lydia, let’s get this began. I do know you began shortly after we did that podcast and you have actually helped our onboarding course of. 

Adam Hale : Grasp on, Jamie. I’ve to interrupt although. Grasp on. First lesson realized, that is the most important one. Lydia. So such as you mentioned, she began after we put that collectively and we thought we had every little thing discovered, however a part of that journey was realizing that it actually be the CFO or the senior accountant. We actually wanted anyone outdoors of that position. So after all the following query at all times turns into, okay, cool. So you will have a Lydia, you understand, what are the attributes. By the way in which she’s incredible. You can not LinkedIn her and attempt to steal her away. She’s ours. She signed some type of 10 yr contract or one thing she would not learn about it. However anyway with that although, what at all times is alleged is like, you understand, what are the attributes? After all, she’s very detailed oriented and she will maintain all people on activity. Like she’s very gifted with that. So after all meaning your CPA, and Lydia you will have about 10 or 15 years of expertise in public accounting.

Lydia Rapp: I really love that being an accountant on this position, it makes the lanes like tremendous outlined. And once we get into like a technical dialog with a shopper, I am type of only a site visitors director. I say, effectively, I can let you know the place to go to get that query answered and who on our crew is the appropriate individual to speak to, and the way we are able to construct an answer for you? However I am undoubtedly not the do’er in the case of the accounting in any respect. I’ve sufficient data to be actually harmful. So I attempt to not be harmful and simply type of put folks in the appropriate place. 

] Jamie Nau: Adam set that up, however that could be a path we went down. I feel Lydia is our fourth onboarding rent that we have tried out and the one which’s labored the most effective for us. I feel the error we made prior to now was let’s flip an accountant or let’s flip a CFO into an onboarding specialist. And we made that mistake a few occasions. I imply, they labored out and we bought by way of the onboardings, however to Lydia’s level, having somebody that’s actually centered on venture administration and group and may step other than the accounting stuff has been tremendous useful for us. So I feel that’s undoubtedly key for us within the phrases of the primary lesson realized.

Adam Hale: Yeah. I imply, you understand, element oriented is not at all times permission to play with most accounts. So that you undoubtedly wish to ensure you have the appropriate individual, however being a technical PM, you understand, one which that is aware of the way to do all that stuff is sweet. , that they’ll type of name stuff out, but when the individual that you will have, like now we have Lydia and Miranda who can type of, you understand, see the sector and perceive and simply type of say, no, that is not the way in which it is purported to be. , and query issues far more impactful as a result of the technical PMs generally tend to leap in and get swallowed up in everytime you’re onboarding plenty of shoppers directly. , that makes issues just a little bit harder. Yeah, what’s your primary Lydia. 

Lydia Rapp: You talked about Miranda. Who’s one other member of our onboarding crew too. So we principally, we took that program that we constructed a few years in the past and have now scaled it out into our agency, which has been. It was as a result of we had such a strong construction, it was straightforward to type of like drop one other individual into that and have them type of simply carry ahead what we have already constructed and every little thing we have already realized. And the opposite factor I do wish to name out is that I realized a lot on this first like yr. I had skilled type of overseeing a finance division, however I labored with accountants who did the entire technical accounting. I type of had an understanding of how processes labored, however I undoubtedly had a giant studying curve coming into studying what wanted to be a precedence and actually listening to the shoppers and listening to the accounting crew and determining the way to dertmine once we’re slipping over right here and I have to redirect, or that is how a extremely nice course of seems and what’s occurring. Like if the shopper is asking for one thing that is out of scope. So there’s been plenty of studying and I feel a fairly key trait for this position is to be anyone who’s actually curious and is at all times prepared to study one thing new as a result of nothing is ever going to cease. Like each new shopper goes to deliver one thing in that could be a little bit totally different or have just a little bit totally different persona set once they come into the group or have totally different expectations. It’s important to have that data and construction to have the ability to determine when one thing goes off the rails. If that is what helps you be adaptable. 

Jamie Nau: Oh, that is actually necessary. I feel having that baseline a part of the query actually makes it straightforward. If I have been to pop into an onboarding course of and ask the identical query you’d get totally different solutions as a result of you may ask it this fashion. So I am not an accountant, however are you able to clarify why we’re doing these 12 steps? Can we simply get by with six and other people have to clarify it to you. Then ultimately you get to the appropriate level and it is like, oh wait yeah, six would’ve labored. I feel that is actually helped our processes turn into far more environment friendly. 

Adam Hale: Yeah, I’d additionally say we did not really feel that studying curve although Lydia with you. And the reason is is since you over-communicated. In order that’s one other factor that, you understand, most accountants we’re not the simplest communicators on the planet. You have been, and so at any time when issues did not appear proper or did not sound correct or issues have been off the rails, you have been very fast to begin pulling different folks in both the folks instantly on the account or Jamie or anyone else and saying, hey, like this does not go the sniff take a look at what do I do subsequent? And also you have been capable of then take that route and run with it. So studying curve once more, we did not really feel it due to your capability to additionally talk in that position. So plenty of occasions individuals are like, that is nice that you may afford to have anyone on this position, however what do they do the remainder of their time? As a result of apparently you are tremendous bored Lydia. I feel we one way or the other, for some cause we pay you 40 hours every week, however you in all probability solely work what like 10 or so. Is that proper? Or does Jamie maintain you busy. 

Lydia Rapp: I like sipping margaritas.

All: Laughing [in audible]

Lydia Rapp: Yeah. I feel the opposite factor that we spent plenty of time on was evaluating the techniques and ensuring it is delivered outcomes that we wish. So Miranda and I really like, on the finish of final yr, we did a giant type of analysis the place we went in to see what can we modify and tweak to make it extra environment friendly and efficient for the shopper. Then the opposite factor that occurs, Adam and Jamie you all tagged me in it plenty of different initiatives internally for the agency. So you understand, how can we roll out this new device or system actually successfully? Are you able to construct some assets for our crew? How can we observe it? I feel like having that skillset of simply realizing the way to work with plenty of various kinds of stakeholders. I feel the opposite ability to have that is been actually formative for me. My entire life is a way of urgency that I used to be taught manner again within the day after I was working in eating places, like the way to hit that gasoline pedal when it’s essential notice when issues have been going off the rails. I feel the explanation you did not really feel my studying curve is there have been parameters in place after I got here on onboarding. So as soon as I put the instruments in place and I may see, oh man, this factor goes to take 5 weeks and we will be actually far off. It simply gave me some guideposts to have the ability to ask the proper of questions. That interprets into plenty of different stuff, which is why I feel you retain giving me extra initiatives. So I am very closely busy, 40 generally plus hours, 

Jamie Nau: Yeah. I feel the venture supervisor is one thing that in case you’re a agency like us, that’s at all times altering, such as you wish to ensure you have them in place on each venture as a result of we’ve realized accountants aren’t the most effective venture managers. I wish to get to lesson quantity two and also you talked about it within the first manner you answered that query about construction. So, I feel lesson quantity two is that if you come into onboarding you need to are available because the consultants. It’s important to say, we have carried out a 200 onboardings over the previous seven to eight years. We all know what we’re doing right here. Belief us. That is our processes. So how do they work. Do you wish to increase on that just a little bit. Of how we launched that to the shopper? 

Lydia Rapp: Yeah, I feel one of many huge issues we do is in that kickoff name, we begin the connection by main from the entrance. And that is a extremely huge deal type of telling them what to anticipate. Actually spending a while listening to what it’s that they are on the lookout for and beginning to construct that consulting relationship. That is in our kickoff calls to see a spotlight, the chance to actually begin digging into among the issues that the shopper is on the lookout for. And truthfully, the way in which we have structured our kickoff. 80% of the kickoff name is simply letting the CFO and the shopper type of begin to have these conversations, which is big. We hear and we hear the issues which can be most necessary to them. And that is what lets us check out our construction and go, okay, how can we name out these issues for the shopper that they’ll begin to really feel the progress. Even when we’re doing one thing that is actually boring for them, like cleansing up account reconciliations, you understand? As a result of that must be carried out it doesn’t matter what we will not ship. Good financials. So, yeah, I feel that kickoff calls are actually, actually key. I imply, you touched on it earlier about how we set expectations for communication and nearly every little thing else. Then I feel the gross sales course of is fairly vital for that too. We at all times watch the movies that Adam and Jody make throughout their gross sales course of. And that actually offers us some good details about what varieties of conversations have occurred already to type of lay the inspiration of the connection. As an illustration, we had a shopper not too long ago who got here on and we batch work, proper? So in Virginia for accounts receivable means we’re not sending invoices out each day. , we’re sending invoices out weekly and there was a gross sales dialog about probably tweaking their AR course of to type of match into the batching. And that was necessary to the shopper. The time got here to truly have that dialog about altering the method. There are all these roadblocks that have been thrown up and other people saying no, no, no, we will not change something. And we have been capable of type of return to that supply dialog and remind them, effectively, we talked about this initially and this is the place the rubber meets the highway. I feel setting these expectations actually early when it comes to how we’re profitable. And the way in which we ship our companies is so key and so vital. After which referencing again to the shopper, as a result of we achieve this a lot in onboarding. , it is very easy to perhaps neglect a few of these little particulars, however after getting that core construction and data, and the crew is de facto educated about it and engaged, it makes it straightforward to navigate these bumps once they come.

Adam Nau: Yeah, I used to be going to say, we undoubtedly wish to again that as much as the gross sales course of as a result of there was plenty of disconnect plenty of occasions between gross sales and onboarding after which finally supply. And so we spent an terrible lot of time ensuring all people was educated. As a result of the opposite factor that you need to be cautious about bringing in a venture supervisor or anyone like Lydia that we hit early on was, the CFOs or the senior accountants that now we have on the account do not essentially take possession or accountability for some issues as a result of they’ve Lydia. They’ve this venture supervisor in place. So that they lean on her naturally by way of a few of her duties to evaluate accounts and to evaluate particulars and processes and assimilate that type of stuff for them. In the end the CFO nonetheless has to know all that stuff fairly intuitively as a result of they will be the architect of the monetary data. So ensuring that everyone type of understands their roles and as a salesman, what that meant was ensuring that I take the sides off of what Lydia goes to must ship and what the CFO’s going to must ship in the course of the onboarding course of. So having these preemptive conversations about no, we batch stuff, that is the way it works. That is what we will do in onboarding. That is what we’re not going to do in onboarding and being very specific, I assume, in these calls, after which recording them as Lydia talked about is certainly a good way to do it. You possibly can ship that hyperlink to the shopper everytime you get carried out with the decision. So the shopper appreciates that, after which we are able to repurpose that in order that the crew can hear firsthand from the shopper the problems that they have been speaking about. So I undoubtedly assume it begins with the gross sales course of after which it needs to be mirrored precisely. I do assume that we had some, I would not say terminology variations as a result of I feel we thought we understood one another, however generally there wasn’t as a lot readability there with the shoppers. 

Jamie Nau: Yeah I feel the it is a lesson realized. Hopefully these listening are actually taking this from us and never do not study by shedding a shopper or having an sad shopper. However in case you go right into a course of like AR, like Lydia talked about. In your thoughts, AR means, yeah, we will batch, we will ship invoices twice a month and we will maintain all of the invoices till that point. And the shopper is available in and says, no, we’d like you to do it day by day. With out a venture supervisor that understands these perimeters what is going on to occur is we will begin doing them day by day and ultimately we will fail and it is going to be six months down the highway and the shopper’s like, you guys are horrible. After which we go and take a look at the method and it is like, effectively, it is as a result of we’re spending 35 hours every week on day by day AR. Then you find yourself getting in disagreements with the shoppers. The shopper’s not completely happy. The place if now we have somebody like a Lydia who understands that from day one, the second, the shopper asks that one query you may squash any points.

Lydia Rapp: Yeah. We have now that construction of onboarding and that is what principally guides that, you understand, we undergo the entire processes, even when we’re not taking them on with a brand new shopper and simply type of ensure that now we have a extremely thorough understanding because the non-accountant within the room. I at all times inform all people I will ask plenty of foolish questions and ask tons of inquiries to at the present time. I in all probability will for the remainder of the time that I am on this position. I additionally ask for settlement, which I feel is a extremely highly effective device to make use of in a dialog with anyone. I prefer to ensure that if I say one thing or current one thing there’s settlement within the room that we’re all on the identical web page, as a result of generally it is simple to gloss over a degree which may really be one thing actually necessary to the shopper. And we’re not all talking the identical language or listening to the identical factor. So we do this in individual within the dialog. Then we additionally doc and ship the documentation over to them and say, this is what we have got. If in case you have any suggestions, tell us. We’re hitting the bottom operating with this. So we at all times have type of that breadcrumb path to observe if points do come up. One of many huge keys that we determine and onboarding is that some companies on the SOW may not be an important match. That is the right time to determine that, you understand, AR is perhaps one of many greatest examples the place anyone goes, oh yeah, I can change our course of. Like I feel we are able to make this work and hand it off to you. After which they discover out that, you understand, there’s one thing actually particular about the way in which that they service their prospects that does not line up with the batching that we must do. And that could be a priceless course of for everyone that makes certain, like Jamie mentioned, that we’re not simply going, oh yeah, we are able to do this for you and persevering with down the highway for six months and setting all people up for failure. We have realized loads in the previous few years for certain. 

Adam Hale: Yeah you wish to watch out as a result of clearly the shoppers signed the SOW that we will do one thing. So you do not wish to at all times simply be actually unfastened about it and say, hey, we could or could not do that. Let’s discover out, however we attempt to within the gross sales name, simply be like, hey, you understand, assuming these sorts of issues that is what we’ll be capable of do, however simply nonetheless type of reiterating the truth that it’s a discovery course of. After which hopefully Lydia that carries by way of, once more to that kickoff name. It’s like hey, I will dive in right here and we needs to be good. , the idea needs to be that we’re good to go. However then leaving that little bit out that, you understand, and if we come again and issues cannot get change then we would must revisit the SOW. That type of a factor, that manner no person’s caught off guard or annoyed greater than they should be. 

Lydia Rapp: And is just a little bit extra uncommon, but it surely undoubtedly is among the huge classes that we have realized over the past couple of years that being aware of scope creep. That’s actually necessary and for onboarding and ensuring that if the shopper drops a precedence that we’re all on the identical web page when it comes to what success means for that precedence particularly. As a result of it may be one thing that sounds actually broad and massive image. I am like, oh yeah, we are able to do this as a result of we inform the CFO consulting umbrella is de facto huge, proper? Like, ask us to do this and we’ll let you know if we will not or we are able to. I feel what I’ve type of realized in my position is that generally the crew wants assist defining if one thing is in or out of scope, particularly if it is excessive degree. Like not a particular ask, like, oh, are you able to do that one factor for me? Or are you able to do that different factor for me? So I attempt to keep actually near it as we’re constructing that relationship and type of serving to the accounting crew perceive the expectations of the shopper and ensuring that we’re staying inside this scope.

Adam Hale: Yeah. I feel additionally, I imply, you understand, your position as a PM there, you are also type of taking part in the position of an account supervisor as effectively, proper? So that you’re once more, rounding edges, ensuring all people’s type of doing their identical factor, however you are speaking very often with the shopper. , generally it is simply weekly e-mail updates, however we even have a device that you just use and also you type of monitor on a weekly foundation that type of turns you into that type of interference individual. If the crew perhaps is not, you understand, backing up what we’re saying, we’re capable of do type of a factor, proper? 

Lydia Rapp: Yeah. We use Ask Properly for all of our surveys with our shoppers. So in onboarding, they get as soon as every week or are getting a five-star survey, asking them how we’re doing. After which as soon as a month after onboarding, which was actually nice as a result of generally the shopper and our accounting crew has a tough time determining what’s inflicting the difficulty and type of defining the issue and having somebody like me within the account administration position who’s been there by way of the onboarding course of who could be like one other sounding board to bounce an issue off of with out, you understand, feeling like an assault to anyone. It simply actually type of helps transfer out the connection.

Jamie Nau: I feel having you there in the course of the onboarding helps. It is not such as you’re a 3rd celebration coming in and being like, we bought a 3 ranking. Let’s speak about it. You are there and you’ll type of perceive that, you understand, they talked about this one factor that is not going effectively, and I’ve seen it, or this is the reason it is not going effectively. So I feel the truth that you are concerned in that makes plenty of sense. 

[00:20:11] Adam: Yeah. If anyone’s listening they usually’re like, how do I afford this position? Keep in mind it is like a PM position and AM. As Lydia talked about earlier, she helps out with a ton of inner initiatives. So onboarding would not essentially simply cease with onboarding the shopper. It could possibly be that we’re onboarding new companies and also you do similar to just a little mini onboarding the place you herald Lydia now within the account supervisor position saying hey, are you able to roll out this new SOW for the brand new service? After which she’ll type of step in and simply oversee and ensure that it will get executed and it will get lifted. , with our shoppers we’re continually re-introducing Lydia and the venture supervisor position, as a result of she’s nonetheless type of at a excessive degree reviewing the account supervisor stuff. After which, you understand, once we can pull her away from Jamie, trigger his duties kind of venture handle every little thing we roll out as a result of we similar to our shoppers have a troublesome time rolling out new software program, rolling out new plans, rolling out. So she helps to carry the crew accountable to getting that stuff executed. 

Jamie Nau: All proper. So let’s go to the following lesson realized. What’s one other lesson realized that we have realized because you began with us Lydia? 

Lydia Rapp: Oh, man. I feel like, simply not being afraid to push just a little bit and fail and have exhausting conversations. I feel generally once we get that like Spidey sense that there is a level of battle coming, generally the pure response is to freeze or similar to put it in a bucket someplace and ignore it for some time. And that’s at all times going to make issues worse. I feel our tradition right here at Summit is simply so nice in figuring out issues. 

Jamie Nau: I feel it is an important level. Should you’re sensing it, as a result of once more, the venture supervisor is the one who understands the engagement total, proper? Just like the CFO is aware of how their one part’s going. The accountant on the job understands how the reconciliations are going, however the, the PM is ready to sit again when the CFO is presenting one thing can see the annoyance of their face or you may simply sense that okay this is not how that is usually delivered. I will get forward of this and attain out and provides a name. Even in case you’re incorrect, prefer it’s not going to harm as a result of they know that you just’re eager about it. They know that you just’re caring about it. So I do assume that trusting your intestine because the individual. That is type of the overseer of it’s a crucial level. 

Lydia Rapp: And the crew brings stuff to me now, too, which is nice. Like generally they will come to me and say hey, Lydia, are you able to assist with this case? I can inform the shopper is getting annoyed and, or I can then placed on their binoculars they usually can see it type of coming down the highway, which is superior. I feel we’re beginning to see a great place the place now we have an understanding of like, hey, if we are able to determine an issue earlier than it occurs that is the most effective place to be in. And that data of the construction and the companies and that alignment with the gross sales crew and every little thing is type of what offers us that tremendous energy, I feel, to placed on these binoculars and be capable of go, okay, if I do not repair this now, the shopper’s going to be actual upset about it in two months. So let’s have that tough dialog that we have to have now and determine it out versus making an attempt to kick the can down the highway.

Jamie Nau: Yeah, I feel the way you measure success of onboarding is essential to, you understand, I feel when Lydia first began we have been pushing. We want all onboardings to be six to eight weeks and we wish all our shoppers to make it by way of efficiently. I feel that I’ve type of modified the way in which I take a look at onboarding just a little bit in another way. I feel the most important factor to me is one, every little thing being communicated to the shopper as a result of generally you will be in an onboarding and you will be on the gross sales name and that is going to be a straightforward onboarding. Then you definately get into the week one opening assembly and every little thing goes advantageous, however then you definately go and look of their books and it is a catastrophe. It is like books you’ve got by no means seen earlier than. In order that onboarding goes to take loads longer as a result of we do not have the assets to spend 40 hours every week. It could take us 5 weeks to even get to the purpose the place most of our shoppers are in week one. Does that make it an unsuccessful onboarding? No, however what would make an unsuccessful onboarding is that if we’re doing all that work and the shopper’s not conscious of it, then the shopper can be like, you bought us. 

Lydia Rapp: Yeah, I feel that is a extremely nice level as a result of one other factor we have actually realized over the past couple of years is what does carried out appear like? As a result of you are going to run into those that have all types of various expectations on pacing. Like we have had shoppers come on and be like, what is the quickest you’ve got ever carried out anon-party? These are sometimes the those that I type of like cease telling them what number of weeks, as a result of I do not need them to be like, oh, it is going to be completed up subsequent week. If we actually really feel like we’d like one other dialog the forecast can get into like a great place the place now we have a constant cadence shifting ahead. After which there’s some shoppers that simply, you understand, their decision-making cycle takes a very long time. They have plenty of stakeholders. They wish to do some huge issues throughout an onboarding, like altering their basic ledger system or rolling out a brand new payroll processor, you understand, and people are those that we take a look at and we are able to go, effectively, you understand, we would have financials for you in six to eight weeks, however we will maintain onboarding open just a little bit longer so we are able to ensure that by the tip of onboarding, we’re at a spot the place everybody seems like we are able to have a strong cadence. Not that we’re not doing new initiatives and tackling this stuff, however that these core deliverable companies that they signed up for can simply come roll shifting ahead and be delivered on the appropriate cadence. And, you understand, we shoot for eight weeks as a result of we wish to maintain that pipeline open and accessible to type of deliver them shoppers. , there’s some CFOs that prefer to go actually fast after which some that go just a little bit slower and I type of assist with that pacing and the gasoline pedal. After which if I get confused and I can not inform them the place we add that I am going ask Jamie, you understand, trigger that does occur now and again. Like, I do not know what the issue really is. This factor is taking 4 weeks and it ought to have taken one. 

Adam Hale : She is aware of higher than to ask me. It is at all times the gasoline pedal. So yeah. 

Jamie Nau: All proper. So we we’re getting proper to the tip right here. I wish to offer you guys last ideas. I feel this was an important add on to our earlier podcast. I feel we coated among the issues that we have realized over the past couple of years, however any last ideas, I will begin with you, Adam. 

Adam Hale: Yeah. I’d say if you wish to know extra particulars, undoubtedly return and take a look at that podcast. I feel this become extra of just like the position of the venture supervisor, which I feel once more might be the only most necessary piece of our onboarding. So undoubtedly thanks for becoming a member of us, Lydia, and being part of the crew. 

Lydia Rapp: Thanks for having me. I actually get pleasure from this job. So in case you’re on the lookout for anyone who’s going to be a great match, I’d say like discover a course of nerd, like somebody who simply enjoys making issues work and has sufficient data to be harmful and has a great sense of urgency. Prefer it may be a ability set that perhaps it seems just a little bit non-traditional for a CPA agency, however somebody who’s simply type of like prepared to dig in and study and be adaptable and may keep organized. That’s in all probability like the most important key abilities that you just’re on the lookout for in somebody for this position. I do know earlier than I got here on at Summit, I used to be type of taking a look at my resume as a result of I’ve carried out so many alternative issues and going like, what the heck am I going to do subsequent? Oh, I’ve an concept. 

Adam Hale: Proper. I noticed it in motion earlier than she got here right here. So yeah, I used to be undoubtedly enthusiastic about having her on the crew.

Jamie Nau: I might say course of nerds. That is who you like working with as a result of it is so enjoyable to have calm conversations with the method nerd, to be like, I simply don’t love the way in which that is going. Are you able to go in and take a look at it? They will come out with plenty of good concepts, plenty of good particulars, and the method goes to be far more environment friendly and all people is aware of that. We have talked about it a thousand occasions on a thousand totally different podcasts about how course of is so necessary in scaling. So it is having not less than one course of nerd on the crew has been necessary.

Lydia Rapp: Typically I’ve unhealthy concepts and also you guys inform me that and it would not harm my emotions. I am like okay, that is not the appropriate route shift.

All: Laughing [in audible] 

Jamie Nau: Superior. Effectively, thanks Lydia and Adam. I feel this was an important episode. 


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