Running A Client Onboarding Sprint

'Inbound & Down' S04 E11: Running a Client Onboarding Sprint

Published February 21, 2019

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On this episode of 'Inbound & Down,' co-hosts Jon Sasala and Danielle Esposito are joined by CHive Account Manager Melissa DellaBartolomea (aka DellaB) to discuss the three–hour Morey Creative Studios Onboarding Sprint.

Bringing on a new client isn't easy.

There are the awkward handshakes, awkward small talk conversations, awkward getting to know you phases—or maybe I'm just awkward.. Where was I? Right. There are many steps to ensure that the right first impression is made, and the necessary information is gathered, to successfully onboard a client into your roster.

Here at MCS, we would have a series of meetings during the sales process that would serve as a pseudo-onboarding, and then one lengthy meeting after the contract was signed. But, after members of our CHive Hive attended an HP-run Sprint with one of our clients, we realized there were elements of our onboarding process that were missing.

There are different versions of Sprints on the market—the Scrum Sprint (a four-week project cycle), and popularly, the Google Ventures Design Sprint (a five-day process for business ideation and learning). The HP Sprint we attended was based off said Google Sprint. Instead of five days, it was one single business day; eight hours of intense and fruitful learning.

When our team returned to the office the following day, we knew there was much to be leveraged from the experience. An eight-hour meeting was decidedly too long (it can be hard to get clients on the phone, let alone steal an entire work day), so we settled on a three-hour, three-section model—with each section allotted approximately 60 minutes, with a short, five-minute review to close. Download the MCS Onboarding Sprint Template below.

the morey creative studios sprint

Run by the Account Manager for each Hive, in conjunction with MCS President Jed Morey.

HOUR ONE | UNDERSTANDING YOUR BUSINESS MODEL

Primary Goal: Provide the Morey Creative team with a clear and comprehensive understanding of client’s business model, revenue structure, and goals.

Time: Approx. 60 Minutes

 

HOUR TWO | EXPLORING CUSTOMERS & PERSONAS

Primary Goal: Provide the Morey Creative team with a clear and comprehensive understanding of client’s customers and all aspects of the customer experience.

Time: Approx. 60 Minutes

 

HOUR THREE | SETTING EXPECTATIONS & STRATEGY

Primary Goal: Ensure a unified understanding, across both teams, of the strategy, initiatives, goals setting, and path to success that will shape the next 12 months and beyond.

Time: Approx. 30-60 Minutes

 

Review | Post-Onboarding Sprint Checklist

Primary Goal: “Must-Have” contact information and other details for the client team and the Morey Creative team.

TIME: APPROX. 2–5 MINUTES

The members of the client team in attendance receive one version of the document, with the outline above, an information checklist, and a list of their Hive members' contact information. The Morey team receives a different version with the above outline, and a set of questions that correspond with each section, as well as the information checklist.

The questions on the template aren't in a concrete asking order; they need to be asked organically, and interwoven into relevant conversation topics. The document is fluid and should be tailored to personalities, people and the situation.

We've experienced tremendous success with the Sprint thus far, having conducted it nearly 10 times to date. We want to share in the success, and offer the following template for use in your individual agency. Download below, and happy sprinting!

DOWNLOAD OUR ONBOARDING SPRINT TEMPLATE



Key Takeaways From This Episode:

  • Take a look at your onboarding process. Assess what currently works, what doesn't, and how you can streamline it with documentation (or implementation, be it the case you want to steal borrow ours above).

Episode References:

Questions about our Onboarding Sprint Template? Comment below, or email us at inbound@moreycreative.com

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