what's up you guys jason wardrop here and in today's video i want to show you how to automate
the onboarding and client fulfillment for your digital marketing agency and this is a simple
system that we came up with after working with over 15 000 clients in our own marketing agency
and i wanted to go through and share with you guys as you're going through and scaling your business
and the cool thing about this system is it makes sure that no clients slip through the cracks
and it makes sure that your account reps are actually doing what they say they are doing
so there's nice accountability built into the system with everything automatically
systematized for you and your business so let me just kind of break this down really quick
what we're doing is we're using four simple softwares right here and the cool thing is
most of these are 100 free so even if you're just getting started you want to go through and build
the right systems in place because you've got your client acquisition systems you've been focusing on
and now that you're getting clients you want to get your client onboarding and fulfillment systems
in place well we're going to be using trello which most of you guys have probably heard of
but it's like a simple task management software it's 100 for free i love trello i use it in number
of different places in my business we have slack which is a simple business communication software
so think of kind of like facebook messenger but it's only with people that work on your team
in your business this is like 5 10 bucks a month super cheap then we got zapier which is a software
that basically integrates all software's online together okay so it's gonna allow us to have all
these softwares communicate and automate and sync everything together and this once again is free or
there is a paid plan it's like 10 15 bucks a month so super cheap and then we've got stripe which is
your payment processor which is free all they do is take a percentage of the payments that you're
processing right which most people are pretty familiar with all those different softwares there
so right here this is an outline of what the trello board looks like okay so with trello
you have a board what's called a board then you have these different lists and then within
these different lists you have cards all right and so just kind of break this down right here
we got joe and sue who are our theoretical account reps and the nice thing about this
is you can have as many account reps as you possibly want as you go through and grow your
business and you're scaling you're getting new clients in every single day you can just add
another column for another account rep and this process works the exact same thing the same way
so these little orange cards right here these are going to be new clients that come in okay
so let's say john doe comes into your business and you can have an air up at
the top you can have their name their email their contact information that you're pulling
from stripe so what we're gonna do is we're gonna set a trigger inside of zapier whereas
anytime a new customer comes in from stripe they're going to automatically create a card
in this new column all right so that's what we did every single time we had a new customer come in
they'd automatically be created in this new column and then the cool thing too with zapier we can
automatically create a checklist on that card so on that specific card we'd have the person's
name that we're pulling from the stripe data that we're going through and making the sale
their phone number their email address what plan that they were actually on and how much they paid
on this initial payment right so we had a pretty good idea of okay what plan they're on
what they're actually working with their contact information all that and then based on that we
had a checklist that was automatically created and on that checklist it was basically the next steps
that the account rep joe or sue right here had to do to go through and get
the account set up so like for example the first one would be like send the welcome intro email
which that was sent automatically but we just want to make sure they double check they were
cc'd on that email we want to make sure that they double checked that that was actually sent out
they got all the materials that was promised on the actual sales page the next one would be
like okay did they sign the agreement we had a simple agreement that we'd have every customer
signed just make sure that they understood what the terms were of the plan that they were signing
up for and then after that okay did you schedule the initial phone call did you have the phone call
did you send the follow-up email after the phone call so we had like the step-by-step checklist so
they knew everything that they needed to do up to connecting their facebook ad account connecting
their google accounts or whatever the other accounts they had to go through and connect
and then the cool thing about trello and inside these cards you can make notes you could also have
like timelines due dates different things like that so when we had an account rep that was saying
they finished something and they didn't actually finish something we could actually go in and
see in detail if they were checking things off if they're leaving notes what they were doing so the
way we had this set up is we had our account reps right and then we had one person that managed all
the account reps and they also would assign these cards or these accounts to the different account
reps so the person that would assign the accounts they were managing joe and sue right here and
they would also know okay joe's actually taking a vacation next week so he's going to be out of town
i'm not going to sign any cards over here to joe because he's got this one account he's going to
finish it up and then he's off right or man sue's getting super piled up so we're maybe going to go
through and move some more over here to joe or hey man we're getting really bogged down because
we're bringing in so many more clients we probably need to bring somebody else on so once a day what
we would do is we would do the batching and the person that was in charge of these account reps
they'd come in they look at all these new accounts and based on the conversations they have with the
different account reps they would assign these cards and the cool thing is is the way trello
works is we would take this card you just click it and you would drag it over here to joe and
when it was dragged over to joe that would trigger another automation that would automatically send
a slack message to joe saying hey you were just assigned a new account go check trello and start
going through the checklist right and then on top of that one other thing i forgot to mention
is as soon as a new account signs up in stripe this card was would be created right here and as
soon as a new card was created in here a slack message would also be sent out to the manager
of all of all the account reps and so she would know hey there's a new account that just came in
and so you need to go through and assign that to somebody and so all this automation took place
and we had like the accountability in check because we had the checklist we were able to see
the exact date and time when they were checking everything off when they were leaving notes and
comments and and we were able to follow up on everything that they were doing and early on we
would pay our account reps on an hourly basis and then we actually switched to more of just a per
account completion because what we noticed is some account reps really like to milk it and we knew it
only took about two hours to go through and set up an account with the whole onboarding and two
hours as being very generous but sometimes people like to take five maybe six hours to do it because
they knew if they took longer they'd actually get paid more so we did is say hey look two hours is
probably the amount of time that it's gonna take to go through and set up an account so what we're
gonna do is we're gonna go and pay it for two and a half maybe even three hours of work just to be
generous but you're only paid on an account completion and so that would incentivize them
to actually go through the checklist make sure everything was done and performed and then once
they were done they would move it over here to the done and then our manager of all the account reps
would be able to go through and see okay which how many accounts have they actually completed
how much do we actually need to go through and pay them it wasn't on an hourly basis it was
based off of a per account completion so anyway guys i hope this was helpful as far as breaking
down a simple way to go through and systematize this if you want more step-by-step details of how
to go through and set all this up i actually just updated the recordings inside of our members area
showing how to connect trello slack zapier and stripe and how to create all this so that the
cards automatically populate and the checklist exact steps that we have in the checklist the
agreements everything is in there step by step but i want to kind of break this down for you
just in case right now you're getting new clients in and it's just kind of crazy where maybe you're
you've got your first hire your first account rep helping you out but you don't have any systems
in place this is a simple way to go through and manage everything and then as you grow you can add
more account reps and then what i did is i took my best account rep and over time i made her the
manager of all the account reps and since she had already performed their job she knew what it meant
to actually do a good job at that job and so if they were slacking she was able to go through and
get after them but anyway guys um hopefully this helps with the client automation the onboarding
and fulfillment if it did go ahead smash the like button drop a comment down below if you guys want
access to the free training that's going to go through and show you guys how to get this started
set up more step by step with that said thanks for watching and i'll see you in the next video