Success Team Board in Asana
To begin, let’s look at the “Success Team Board” in Asana. This board will be the home of all clients as they make their way through the Success Team process. It will be helpful for you to go ahead & favorite (or star) this board in Asana for easy access in the future. Below is brief explanation of the Success Team Board categories:
In Limbo – Fence Sitting:
This is where clients begin, typically. These are people the sales team has spoken with (or they completed an online estimate) and emailed a list of needs to get started but they haven’t quite landed yet. Meaning, we do not have the information/credentials we need to get started on their HarQuin services. Clients will stay in this column until they are ready to be worked (meaning we have enough data to start the process of setting them up).
This is also where you will find the contact (email or phone call) had with the client from a HarQuin team member since Lindsey initially spoke with them and any notes gathered from that contact. It is the Success Team Member’s duty to be sure the client is contacted weekly & it’s documented on this Fence Sitting task.
The process for contact will be: send a message through File Invite once a week, call the next week, File Invite again, call the 4th week & if still no response, email Admin@HarQuinBookkeeping.com to notify the sales team & the client will be sent back to the “sales process”. Use discernment on this as if they have had a recent death in the family you may need to be more patient. As long as you are hearing from them keep the process going.
This is where you will find clients whom we have (all or some) credentials for & are ready to be set up in our systems. When you see a client in this column and you have the time to get started on a new client, feel free to “adopt” them by assigning the client to your self & moving them to the next column titled “Setup Phase”.
Setup Phase: This is where the client will sit while the Success Team Member begins working on getting them set up in all HarQuin systems. See “Setting up the Client” below for more details on this step.
Waiting on Client:
This column is where a client will be moved to if we have started on their set up but there is more information we need before actually getting started with the bookkeeper. For example: The client is wanting to wrap up data with their CPA before we get started. These clients will also need followed up with weekly.
Bookkeeping Catch-up Phase:
This section is fairly self explanatory. Once the Success Team Member has met with the bookkeeper and trained them on the client account, the client may be moved to this column. The client will stay here until all of the catch-up bookkeeping including the final check is completed. This is typically where the Success Team task will sit the longest on the board.
Here is the last stop on the Success Team board. The client is not ready to be in this column until all the of the catch-up bookkeeping & final check have been completed.
Once the bookkeeper completes 1 month of regular bookkeeping for the client, bookkeeper & client have been introduced, and the List of Needs has been completely answered or reasonably dwindled, the client may graduate from the Success Team Board and the Success Team – New Client Setup task may be checked off. :)
For any meetings or QBO converts needing scheduled, we will use Calendly.com Each success team member will have their own Calendly link. This online scheduling tool will mostly be used by success team members to schedule meetings with clients and bookkeepers, to send to clients to schedule with Lindsey, or to schedule QBO converts with Kevin. Be sure to keep your calendar availability up to date in case anyone needs to schedule with you. When a client or bookkeeper does schedule with you, an email notification will come to your Outlook inbox. When scheduling with Kevin, be sure to answer everything asked on the Calendly request. If questions, email firstname.lastname@example.org. :)
If you don’t know what your Calendly link is, please email email@example.com.
Setting Up the Client in our systems:
Once you’ve adopted a new client and moved them to the setup phase, you are ready open up this task & get started. One thing you will notice upon opening the task, is the blue hyperlink in the description below the task name. This hyperlink will take you to all the notes the sales team made when first speaking with the client (or from the online estimate). This will give you good background on the client, and hopefully give some answers to initial questions. At the very least, it will let you know what things we have already asked, and what we still need to ask the client about.
After reviewing the introductory notes on the client, you are ready to start setting them up. As an aside, each sub-task listed has more detailed tasks inside. A task within a task within a task. :)
Harvest is listed first because you will be billing the client for your time & will need them set up in Harvest in order to start your timer. To set up the client in Harvest you will go to: Projects > + New Project > + New Client
Here you will copy & paste the client name exactly as listed in Asana. Below client name, you will see “Project Name”. Here you will type “TIME - ” and paste the client name again. For example:
File Invite is the name for the client portal. This is our main hub for client contact & will be our best resource for getting passwords, getting forms returned, and messaging with the client while on-boarding. We will also continue to use File Invite after on-boarding for bookkeepers & sales tax to be able to message the client and request new passwords, should we need them. You will find the log in info for File Invite in the “Passwords – Success Team” task in Asana. Once logged in, you can click the Invites > Sent invites tab or the Yellow Invites button on the home page to go to the master list of client invites we’ve sent. You can sort by “Status” to view Returned invites first & scroll through to find your client’s invite. From here you can view the Requests tab (yellow circle below) to continue set up based on your Success Team task in Asana. You will also be messaging the client view the Messages tab (blue circle below) with you intro message & with any questions you have for them. The Options tab (purple circle below) is where you can update/change the notification setting for that specific invite. If the client has returned most things or is in the process of getting things to you, it would be wise to turn off most/all notifications of reminders so we do not annoy them with reminder overload.
**To note: Lindsey DOES NOT see when the client has begun returning information, so be on the lookout for returned or progressing invites in your department (i.e.: HarQuin or Boutique or Gyms). If a client has begun submitting data and we do not have a cloud folder or Asana task for them yet – message Lindsey ASAP so you can get started. :)*
Next you will skip down to Tasks & add tasks to the client as appropriate. This photo example is showing what you would need if a client was using HarQuin payroll services. You would type “Payroll” and select “Payroll Setup” as well as “Payroll Services” to add them to the client project.
If a client is doing sales tax with us, then add Sales tax and Sales tax setup.
Once all tasks (if any) are added, scroll to the bottom of the page & click the green “Save Project” button. You are now able to start your timer for client. Be sure to tack on any minutes spent on client before adding them in Harvest. As a success team person, you will want to bill your hours under “Team Support” only when you are setting up. If you do bookkeeping for your client, bill it as bookkeeping.
Next you will find the Introduction Message Template. Click on this sub-task and select the template. Copy and paste into a new message on File Invite for the client. Fill in your information as necessary. Occasionally, slight wording changes need to be made based on the specific needs of the client, but this template should serve as the ground work for introducing yourself to the client.
Be sure to do this step ASAP. We want to impress the client with our quick turnaround! *Note: If you are setting up more than 1 business for the same client, you do not need to send the welcome email with each. One email per client will suffice.*
If the client is not communicating to you via the File Invite portal, you may need to reach out to them via email or phone. You will find the client’s name, email address, and phone number on their main business Task in Asana.
See circled “Description Box” here
(Client name and email is also on the Overview page of the client’s invite in File Invite.)
Google Sheet – Suspense
The Success Team member will be in charge of creating a new google sheet for each new client’s suspense. You will log into Gmail under firstname.lastname@example.org > Go to Google Drive > + New > Google Sheets > Change name from Untitled spreadsheet to client’s name – Suspense. (For example: Blanc Boutique – Suspense.) Once the sheet is created there are two important steps you need to complete:
1. Set Notification Rules
a. Go to Tools > Notification rules > Notify me when any changes are made & Email –right away
2. Copy Shareable link
a. Click on green Share button in top left corner
b. Click Get shareable link (yellow highlight ABOVE)
c. Select Anyone with link can edit
The last think you will do is you Copy that link & paste into the Reporting Task Monthly task in Asana for that specific client.
This is a compiled list of all things needed to get the client more organized on the cloud. Most of these are self explanatory, but here are some things to note:
• If you know who the bookkeeper is going to be, type that person’s name on the task after assign to Lindsey. This will serve as a reminder to Lindsey as to what client is going where. You may also text Lindsey if you need a quick turnaround.
• If the client is accessing the cloud - When notifying Kevin the client is good to go, use the “Conversations” tab on the client’s main Asana task. Be sure to tag him in the update.
QuickBooks File Setup
Here again, is a seemingly self explanatory list. Whether the client is staying on QBO, needs a new QB file, or we are cleaning up & moving forward with an old file should be noted in the initial meeting Lindsey had with client. (Noted above under “In Limbo – Fence Sitting”). If that information cannot be found, just ask Lindsey. :) If the client needs a new QB file, you will need to create it. ***NOTE BOUTIQUE CLIENTS who need a new QB file – we have a template for you to use. See boutique section below.
Creating a New QB File for HARQUIN client:
• Click on the green QB icon on your task bar
• Select “Create a new company”
• Select the blue “Express Start” button
• Fill in the Business Name, Industry, and Business Type ( red asterisk boxes)
**VERY IMPORTANT NEXT STEPS**
• Select “Preview Your Settings”
• Choose the tab “Company File”
• Change Location
• Find your client’s file on the cloud
• Under QB, Select “Company File” folder
• Select Okay
• Select Create Company
If inheriting a QB file: Spend some time familiarizing yourself with their current practices. Begin by reviewing their current balance sheet. Start a list of questions or things that just seem off to you in the client’s List of Needs in Asana. You will use this list later when reviewing the client with Lindsey. Determine answers to questions such as: ”How does the client record sales?” “Do we have credentials to all accounts on balance sheet?” “Are all accounts and loans reconciled to our start date?” “Are A/P and A/R current & clean?” Another report to review is the Unpaid Bills Detail Report. This is typically an area needing cleaned up with inherited QB files. Note there is a video in Traineaze specifically for the Success team members going over how to evaluate an inherited QB file.
Here you will find another list of fairly self explanatory things. To note:
• “Setting up Asana Tasks for Client” has additional sub-tasks on which tasks need unchecked for clients & where to find that information. This is will be the same information used when setting up Harvest.
• Adding yourself to the project in Asana is an important step. This is how everyone (ST member, bookkeeper (make the owner of the project.) will stay on the same page with client updates. Everyone following the project will be able to see any updates to the dashboard, or “Conversations” started for that client. You need to be in the loop while the client is on the Success Team Board.
Meeting with Lindsey -
Once you have done all the set up work above that you can, have reviewed the client file, and have access to all accounts needed from client – You are ready to schedule a meeting with Lindsey to review the client. Just schedule something via her Calendly (www.calendly.com/lindseyharquin) for a day & time that works best for you. Be ready to review the list of needs you have begun, and add to it during your meeting.
After meeting with Lindsey, you will typically have some “homework” or a list of things needing done/things to ask the client from the list of needs. Stay on top of this list. Things can easily slip through the cracks, but the List of Needs should be a continually updated go-to for you, the bookkeeper, and Lindsey on what we still need from the client. Stay organized & updated! You will be glad you did.
If there are any regular monthly processes client needs done, go ahead & make step by step instructions in the client notes for the bookkeeper. (Ie: Entering monthly inventory data or Creating a monthly sales receipt, etc.)
Note – you may not need to schedule a call with Lindsey but you do have the option. :) If you have small questions you are always welcome to send a Marco Polo.
Meeting with Bookkeeper -
You are now ready to meet with the bookkeeper & train them on the client account. It is a good idea to check with the bookkeeper before your meeting to be sure they have access to the client on their cloud. Bookkeepers do not have access to all clients on the cloud, only those assigned to them. If the bookkeeper does not see their new client on their cloud, text Lindsey to remind her to add them before you meet. It is also helpful to ask the bookkeeper to have opened the client QB file, the Asana project, and the Client Notes before you are actually on the phone. This will save a few minutes of wasted time & you will be able to jump right in on training/review.
When meeting with the bookkeeper, be prepared to give them a brief background on the client. Answer questions like: “What does the client do?” and “How are deposits/income recorded?”. Introduce or remind your client of the list of needs and how to best use it. Encourage them to have detailed notes in the client notes on what the client needs monthly or where specific things should be categorized. If the bookkeeper is a seasoned one, the meeting will typically be short & to the point. If a new bookkeeper, spend time walking through accounts with them, making sure they are confident in what is expected of them. Be clear with the bookkeeper on how much time they are able to commit to this client, it is okay to ask them! Most bookkeepers understand the catch up bookkeeping needs to be knocked out ASAP. They are typically willing and able to put in the time to get it done, they just need reminded. If the task is overwhelming to the bookkeeper, feel free to offer to help get the client caught up but don’t overwhelm yourself. Be mindful of how much extra time you have, how many hours the bookkeeper needs, and most importantly - making sure the client is being taking care of quickly & efficiently.
Maintaining current clients / bookkeepers on the Success Team
1. Creating better bookkeepers - put things in laymen’s terms and help connect lines of WHY we do what we do or the benefit in getting data. Helping them build a wider foundation overall so that they can use the knowledge later as they move on with other clients.
2. Habit training – Get them in the habit of utilizing the tools we have given them.
o Client Notes - when the bookkeeper asks you a question (initially) you can give them the answer but then have them add it to the client notes. As they get to know the client you can ask them if they already checked the client notes. If not, have them check there first and if the data isn’t in there then they can add it. Remind them, every time they learn something new about their client – add it to their client notes.
o Asana – updating their list of needs as they have a need. Teach them to use it as a tool and to rely on it and not their memories. Also do status updates and keep the team in the loop. Using Asana as the main communication area for the team.
o HarQuin Team Resources – learn this site and point them in the right direction. Make sure they are looking here BEFORE asking you. :)
3. Fast turn-around on catch-up clients – we want to wow our clients to remember we need to get the ball in their court as soon as possible. It definitely gets us points with the client but also helps the project not to drag out because when the client signs up for bookkeeping – they are generally excited. We need to utilize that excitement and gather all the data we can as fast as we can. :) If your bookkeeper needs a helper, contact Lindsey to see who is available (if you don’t already have an idea).
Practical steps to ensure Success
1. Schedule with Team – in order to keep all of your clients moving in the right direction it is important that you always have a date on the calendar pre-scheduled to meet with the bookkeeper next. That way there are clear expectations of when things are due, also this ensures that things are getting behind and you always know what is going on with that client. There should always be an appointment on the schedule for each of the clients you are overseeing. This should be maintained until this client is completely caught up.
Tip: when you are done with a call with a bookkeeper – before you get off, schedule the next call.
2. Personal Scheduling – Set a day each week to follow up with the list of needs. Most of the time the client will be sending you data directly but every now and then it may go to the bookkeeper. So once a week review each of the clients you are maintaining List of Needs to see if its current, contact the bookkeeper to make sure nothing needs to be added or taken away and email the client. The general rule of thumb is to email once a week but call once every other week IF you are not getting responses to email. Also as your initial list of needs is dwindling you can start to ask them about some of the heavy hitters in suspense (items that are reoccurring on the suspense list).
Tip: Utilize your Outlook calendar to schedule to keep you on task – example schedule.
Monday – Follow up with “In Limbo” Clients
Wednesday – Follow-up with List of needs with clients.
Thursday – Review where I am in the setup process and update status update on where I am at.
Friday – Clean out HarQuin Success Team email in Outlook
Boutiques - this is the special section just for boutiques <3:
Creating a New QB file for BOUTIQUE client: There is a template Boutique file that can be copied from HarQuin internal and pasted into the new boutique client’s QB folder. This template Boutique file is already set up with most of the memorized transactions & COA that you will need. :)
• Select all docs in the folder
• Right click > Copy
• Go to client’s QB folder in their cloud folder
• Rename from “Boutique DUMMY file” to client name (Right click on main QB file with green button & rename)
You will also nee to change the Company name inside the QB file from Boutique DUMMY file. To do this you will log into QB and go to > Company tab at the top > My Company > Click pencil button to edit > Be sure to change Company name on first page (Contact Information) & on Legal information.
One of the biggest things with Boutiques is determining Sales Flow. Understanding how the client receives money & on what platforms will be important for bookkeeping as well as sales tax, if they are using that service of ours. Many boutiques use Shopify & PayPal. CommentSold is also a popular platform. Here are a few things to ask when determining sales flow:
1. Is there a platform that ALL sales are being recorded in? For example: Shopify?
2. Are cash sales always deposited into a business account?
3. Do PayPal sales only partly go through Shopify? Is the other part coming through Shopify as N/A Payments because they are coming through CommentSold?
Often times sales platforms will overlap. Sometimes the client won’t even know which ones overlap. We can go off the client’s direction of how sales flow to begin with, but the true test will be once the bookkeeping is caught up how the sales accounts look. Specifically if they have a Deposits in Transit account. :)
If a client is using Comment Sold and not Shopify, you will need to get log in credentials for their Avalara Tax account in order to calculate sales tax & enter an adjustment monthly. The instructions for how to calculate & enter are in the Boutique – workable client notes doc in HarQuin internal.
We need to encourage all clients using Shopify to be entering cost per item for each of their products. This will be the easiest way for us to get & calculate their inventory value monthly.
Venmo, Cash App, and the like
Transactions to/from these types of businesses MUST always go in Suspense for the client to provide us with a vendor name.