What to DO to GET Referrals: Leadership – Integration

Referral Trigger for the week of April 24
Topic: Leadership
Conversation lead by the Sugarloaf Team  (100% responses achieved)

Handsome businessman stretching hand for handshake over gray background
The role of the MentorCoOrdinator is integration
– so new Members come up to speed as quickly as possible.

  • How do you bring new clients onboard?
  • What tools and checklists do you use to be sure
    new clients are comfortable with your system
    and know what to expect?



19 Responses to What to DO to GET Referrals: Leadership – Integration
  1. Russ Porter
    April 21, 2017 | 10:15 am

    New clients, like new friends or new work associates need to understand how you communicate and when you communicate. It’s good to review when and how a new client should expect to hear from you and confirm with them that your model is acceptable. Don’t assume a txt is OK. They may prefer a call or email. Establishing a practice of how you will communicate, when you will communicate and what they can expect to see or hear when you commucate, is a great way to establish that new relationship.

  2. Patty Williamson
    April 21, 2017 | 11:06 am

    When I have a new client, I first discuss the overall loan process and what to expect as we work together to get the loan to the closing table. I provide them a “Your Home Ownership Guide” packet which introduces my team and our roles during the loan process. It also provides the client with Do’s and Don’ts during the loan process as well as description of each step in the loan process and what to expect. In addition to the packet, they receive weekly email updates from me that go to them and the buyer and listing agents. We also send them 5 different videos during the loan as we are ready to enter each stage of the loan process, such as We are in the underwriting stage, appraisal stage, you are clear to close, etc. My goal is to make sure to keep communication flowing during the entire process to make my clients feel comfortable and confident that we will get them to the closing table with minimal stress and on time!

    • Jenya Hampton
      April 21, 2017 | 4:39 pm

      Patty, I have a similar system in place for my clients that walks the through what to expect as we work together. However, I love the idea of videos sent during the process to make it more comfortable and familiar. Thank you for sharing your process.

      Jenya Hampton

  3. Steve Goins
    April 25, 2017 | 9:48 am

    My primary focus is in the area of Commercial Lending so when I am bringing a new client in to the bank, it is generally in the underwriting process. By the time that this client has agreed to become my client we have had multiple face to face, phone, and email/digital conversations to get to where have a mutually agreeable lending opportunity. This is the point where the relationship is truly established. I first like to provide a Term Sheet to the applicant that clearly documents all of the details of the loan that we have agreed upon. (Rate, Term, Fees, Collateral, etc). I will typically send that document out via secure email as an attachment and the email body will have bullet points of everything I need to underwrite the loan. It will also spell out the time frame needed to fully underwrite the loan and have it decisioned. Once I have an approved loan subject to Title and appraisal, I will proved a formal Commitment Letter that again spells out the approved rate, term and collateral and gives a date to have the loan closed.

    The important thing with onboarding a new client for me is communication. It includes setting the ground work and establishing expectations in an attempt to limit any possible unpleasant surprises. I have found that relationships are established when the process moves forward smoothly and down the road the client is less apt to go chase the latest lowest price when other banking needs arise. The important thing is to set and meet/exceed expectations!

  4. Anita Prendergast
    April 25, 2017 | 3:56 pm

    Being a family focused massage therapist, the best way to get new clients onboard is through education. Many people are not aware that children benefit from massage therapy as well as adults. I take the time to give a brief verbal communication to the parent/caregiver followed by written material so the new client can have something to refer to. I also encourage them to visit my website where there are links to research outlining the benefits of pediatric/infant massage as well as information about my background and experience.

    Once the client has reviewed the information and has given me permission to give a massage, I have them fill out a health form. This helps establish the type of massage to be used, the intended outcome of the massage sessions and any contraindications. This form also outlines my business policies including the cancellation policy. We go over this form together to give both of us the opportunity to ask/answer questions. For me, communication and education are essential to establishing and maintaining a positive experience with my clients.

  5. Nathan Buice
    April 26, 2017 | 10:38 am

    Life insurance isn’t a popular topic you hear being talked about around the coffee pot. I rely upon current members with Modern Woodmen to help share their stories and I also use various forms of social media to reach new clients. When I have a meeting with a new client I first start by explaining who Modern Woodmen is, what Modern Woodmen does, and why Modern Woodmen is special. Communication and trust are both very important when speaking with a perspective client. We discuss their needs and then have an open dialogue about how we are going to met those needs through various vehicles. Many clients are not aware of the different types of life insurance so we discuss the different types of life insurance and also complete a worksheet that examines their needs and also what fits into their budget. We discuss the application process, time table to get coverage in place, and what they can expect moving forward. When a client finishes their first meeting with me I want them to feel informed and educated about both the product and the process, I want them to feel confident about Modern Woodmen’s ability to meet their need, and I want to earn their trust that what we have discussed will be put into action upon deciding which direction best meets their needs.

  6. Jay Bell
    April 26, 2017 | 10:53 am

    For this referral trigger, I focused on the issue of how to make new clients comfortable. Generally speaking people who have to speak with or meet with a lawyer or not typically comfortable. I tried to make people as comfortable as possible by first allowing them to tell their story and to possibly vent a little to unload some frustration. I find that after this is done, people have a better chance of thinking clearly. It also helps people focus on the next phase which is usually strategizing a resolution.

  7. Bill May
    April 26, 2017 | 11:00 am

    The on-boarding process begins with a face-to-face (or over-the-phone for out of state folks) consultation. First, I focus on finding out what it is my new client is trying to accomplish. Assuming we are appropriate to help them accomplish such goals, I walk them through an overview of the steps we will take overtime to help them achieve their goals. At that time, I discuss logistics and paperwork required to begin the process. Expectations from both parties are set at this time, and we usually schedule our first review meeting at the end of the first meeting.

    I leave the client with a life goals 3 page packet and a one page overview of their personal assets and liabilities, which they are to fill out and return at their earliest convenience. These forms allow my group to put the client’s initial financial plan in place, and then begins the investment process.

    My group has a new account checklist that must be completed for every new account opened. This prevents us from missing anything during the account opening and onboarding process. Once the account is open and financial plan put in place, the client receives a phone call letting them know the account is open.

  8. Joyce Ray
    April 26, 2017 | 5:02 pm

    Most of my clients don’t go through the process of buying and selling their homes very often so it is difficult to retain all that the process requires. I have an initial face to face conversation in which I go over the basics, share with them the contracts they will likely need to sign and answer any questions they may have as we begin either searching for homes or getting theirs ready to list. The main thing I want them to come away from that initial meeting is understanding that I am there to answer any question they have and will be available when they need me. I also want to acquaint them with other professionals that I can put them in touch with who can handle different aspects of their transaction such as lenders, inspectors, attorneys, and other contractors. I want them to also understand that they are in control of every decision they will need to make and I will provide as much information to help them make it as possible. Constant communication through every step of the journey helps me to anticipate their needs and helps to prompt questions from them that I can help with. My communication style is fitted to their preference. Most often it is some phone calls, some texts and some emails. Helping them get familiar with what is expected from them and what they can expect from me will make the process go very smooth and have a successful outcome.

  9. Jody Currie
    April 26, 2017 | 6:11 pm

    I bring new clients on board through an in-person or over the phone skin consultation/assessment using a Solution Tool on my website. Based on how they answer the questions on the assessment, it will generate a customized skincare regimen recommendation for them.

    If they decide they want to get started on the products I educate them on how the products work and what results they should expect to see after continued use of the 60 day supply. I ask them to take their before picture, 30 day and 60 days out so they can track their own progress. I also let them know that they can count on me to be their personal consultant, following up to see how they are doing on the product and answer any questions, manage any future orders and be there to recommend any other products I think they could benefit from as well as keeping them up to date on any new products or technologies available to them to get and keep their best skin. I have a backoffice app that reminds me who I need to follow up with. I do my best to deliver world class customer service.

  10. Sam Wilson
    April 26, 2017 | 8:07 pm

    For Commercial/Business insurance, most potential clients have NO process of their own… so we drag through OUR process! Actually, they are usually glad to be “led” through it, as opposed to being responsible for each step themselves. My staff and I help clients by asking questions, explaining why the questions are relevant to the potential customer, and applying our advice to their situation. Our process is in person and requires their input and involvement, which is why we end up with so many second generation referrals also.

  11. Dustin davis
    April 26, 2017 | 8:32 pm

    I focus on listening to the needs of what a potential client are and provide them with the solution that I think best fits those needs. I make sure to fill them in from start to finish on that the process of setting everything up will be, as well as what the treatment will be like. I always make sure I am being very clear and ask them to make sure they are understanding everything I am saying. The pest control industry is a very competitive field as far as pricing goes, and northwest will not be the least expensive company you will find. I try to show them the value that they will be getting by choosing northwest and ultimately choosing me. I make myself available to any of the clients that I bring on by leaving my card with them and also by contacting them by email to follow up. Most of the time I will always end a conversation by saying, if there is anything that comes up through the process you have questions about or something we didn’t touch on today comes up, don’t be afraid to contact me at any time and I will be happy to help.

  12. Karen Armstrong
    April 26, 2017 | 10:41 pm

    When working with clients selling their home, they need a clear timeline when everything is going to happen. After we decide to work together we start with getting the house ready to sell. I give most clients a recommended timeframe (think deadline) to implement the changes I, along with the home stager have outlined. Repairs are done during this time. Prelisting appraisal may happen. Then we move on to photos and the actual listing. It is about breaking the tasks into small chunks and setting expectations so everyone feels comfortable moving towards the goal. Internally I have a checklist that my assistant and I use to get the listing paperwork, disclosures, staging, photos all arranged. There are over 30 items that need to be completed before the house is ready to go on the market. Systems are essential to having a smooth transaction!

  13. Missy Pitcher
    April 27, 2017 | 9:16 am

    When working with my clients I start with an overview of the process so they know what to expect. With every client I perform an assessment to ensure that I understand their requirements to see how I may be able to help them. For my managed services clients we have an installation checklist that we use for their technical onboarding and we have a customer review checklist that we review with the customer to make them feel comfortable with the installation process and help them understand what we are accessing within their systems. Having a system and checklists ensures consistency and efficiency in our process and comfort in customers. For our professional services and break-fix customers, after the assessment we step them thru our process for resolving their issue or implementation of their project and get agreement that they are comfortable with the process/solution. Finally, for all of my customers, we document their needs and have a sign off to make sure that we are all on the same page and reading from the same script. We also do an after report detailing the work done and key next steps.

  14. Jim Miskell
    April 27, 2017 | 9:38 am

    Estate Planning Law Group of Georgia, James M. Miskell, P.C. – Estate Planning can seem overwhelming – it is highly personal and people are inclined to put it off. Proper planning is not one-size-fits-all but is different for each family. To orient clients to the process and to give them a higher comfort level throughout the process, I begin with education. Education first about Estate Planning concepts through complimentary estate planning workshops offered at my office and in partnership with other professionals and community education programs. Then education about the process – what to expect beginning with the consultation. During the initial consultation, I use a checklist of estate planning issues to lead the discussion and assess clients’ wants and needs. I show it to my clients, fill it out with their input and make sure they leave with a copy. I then start every meeting by getting it out and reviewing with clients as a reminder to everyone that the client is in charge of the process. This keeps clients comfortable that there is nothing going on behind the curtains and that the final plan is actually the planning that they need.

  15. Rebecca Brizi
    April 27, 2017 | 10:04 am

    Communication is everything, and that means saying something, repeating it and writing it down.
    This first step I take is to share a checklist of both process and outcomes with a client. Then we agree how often we will communicate and how, and schedule those times upfront. Everything discussed, at either that or subsequent meetings, I will put in a follow up email to ensure we are on the same page.

    The key is to manage expectations so neither I nor the client are surprised by developments half way through the work.

  16. Kashima Peters
    April 27, 2017 | 1:00 pm

    Putting an an event can be stressful especially since the majority of our clients are not actual event planners. Most of our clients have taken on the event as a project amongst their everyday obligations. This project can range from conferences, home parties to speaking engagements. Our checklist starts during the initial consultation. I prefer to do this face to face and at the venue that we will be providing the service at. During that time questions are asked with everything ranging from what is the time frame of the event and number of attendees to what are your pet peeves and what is the overall goal of this particular event. Most of the time this checklist has our clients think about things that may have not occur to them. Do we want to use glassware or plastic? Does a full bar fit into our budget? Do we need the Social Hostess of to arrive a bit sooner because of all the setup that is needed?
    The checklist becomes a great tool for both myself and the client. Everyone is on the same page because everyone has taken out time to focus on the event at hand.

  17. Bo Riddle
    April 27, 2017 | 1:28 pm

    In helping people with their commercial real estate needs, i have found the most important thing i do when i am first working with a new client is to listen. It is very important that I understand what the client is trying to accomplish and what attributes of their office/warehouse space are the most important to the success of their business.

    There are many reasons why a business would locate in a particular submarket around Atlanta. In addition, there can be compelling reasons to locate in a single story building or a multi-story facility. The reason can be complex or as simple as that is the building the owner wants to be in. The cost of occupancy is always a factor but it often isn’t the driving consideration.

    I like to ask some questions, listen closely, and then follow up with the decision maker to ensure that we are on the same page and I am not wasting my time, and more importantly, the client’s time by presenting options to them that do not fit their unique needs.

  18. DeWitte Thompson
    April 27, 2017 | 3:43 pm

    The majority of our clients come to us through referrals. Unless we have a walk-in client, our system for making sure clients are comfortable and know what to expect is a two part system. The first part is a phone call with the potential client. We always get some basic information to find out if we are a good fit for them, then schedule time for a consultation and explain what to expect during the consultation.

    The second part of our system is the consultation itself. The consultation and assessment are very thorough with questions and conversation about goals, workout experience, medical and injury history, and diet, among other items. At the end, we put together a list of common questions and concerns potential clients may present and we go through each of them with the client to make sure they are completely comfortable walking into their first training session and will have no surprises on their first day.

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