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THE FULL SERVICE EXPERIENCE

Client Welcome Guide

WELCOME TO THE STREAMLINED CO.

Grab the Confetti...It's Time to Celebrate!

 

I'm so happy that you're here reading this welcome guide, as this means we're officially working together and EPIC things are about to happen! This guide is meant to be a resource for any questions you might have - hopefully I answer them all here, but if not, just send me an email and I'd happily answer them!

THIS GUIDE COVERS...

WELCOME TO THE STREAMLINED CO.

Grab the Confetti...It's Time to Celebrate!

 

I'm so happy that you're here reading this welcome guide, as this means we're officially working together and EPIC things are about to happen! This guide is meant to be a resource for any questions you might have - hopefully I answer them all here, but if not, just send me an email and I'd happily answer them!

THIS GUIDE COVERS...

The Policies

Let's get this one out the way first! Please take a read through all my policies for things like office hours, communication, and client calls.

The 5 Stages

I'm going to talk about the 5 stages of the client journey A LOT, so I want to take a moment to go over them to make sure we're on the same wavelength.

The Process

This section will give you more detail on what will happen during each stage of your project. Along with some FAQ's.

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Hours

Office Hours: My office hours are Monday – Friday 9am – 3pm GMT. My office is closed on Saturdays and Sundays.  If you reach out to my team on a weekend we will reply to you on the next business day excluding holidays. Please Note: I do use an automated system (Dubsado), so any emails you receive out of my office hours are coming from a robot, not me!

MON - FRI 9am-3pm GMT

Communications

Methods of Communication: Communication with the client will only be handled via email. PLEASE NOTE: Facebook Messenger, Instagram DM, and text messaging is not to be used as a form of communication when doing business with The Streamlined Company.

 

Response Time: The contractor and The Streamlined Company team members will respond within 24-48 hours of client needs and concerns Monday-Friday only when received via email. Delays in response times from the client when the contractor is awaiting details will cause delays in the timeliness of service fulfillment and may result in delays.

 

Contact Person: Due to the complexity of your Dubsado setup, the contractor will primarily communicate with the primary decision maker during this project only.

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Client Calls & Meetings

No-Shows: During the scheduled time of the call, I will wait for your arrival for 10 minutes. After I've waited 10 minutes, the call will be documented as a no show and must be rescheduled. Rescheduled calls will delay the timeliness of your project completion.

 

Strategy Calls: Should the no show be for a strategy call then the call will be cancelled and your deposit may be forfeited and your project cancelled.

STAGE ONE

The Five Stages of the Client Journey

 

Pretty much every service can be broken down into five stages - and you've probably heard from other people that there may only be three stages, or four, but when I work with clients I use the following five stages as I believe that each of these stages has it's own purpose, therefore, needs to be broken down in a different way from the others.

THE ENQUIRY STAGE

Purpose

The purpose of the enquiry stage is to vet your leads to make sure you only get enquiries from your ideal clients.

Begins

The enquiry stage begins, generally, on the contact page of your website where your lead fills in a contact form.

Ends

The enquiry stage ends when you have had a discovery call with your lead.

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THE PROCESS

What to Expect

 

Once your Onboarding Questionnaire is complete, this package typically has a 2-week timeline - this may be extended if add-on's were selected

Onboarding Questionnaire

Your Onboarding Questionnaire will be sent to you in the next 24-48 hours, so keep an eye out for it in your inbox!

This questionnaire is a very in-depth questionnaire because I need to collect all the information to help me understand you, your business, and how you work with your clients. Quite an epic amount of information, right?! So, don't go thinking you can leave this to the last minute and rush the answers! The more time and effort you put into this questionnaire, the better the results will be as I will have a firm grip on what it is you do and how you do it.

You have up to 30 days to complete your questionnaire, but the sooner you finish it, the sooner you can book your strategy call and get your project started!

ESTIMATED TIME TO COMPLETE = 3-4 HOURS

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GOT THE Q's? WE GOT THE A's

Frequently Asked Questions

 

If your question isn't answered below, please email hello@thestreamlinedcompany.co.uk

What if I don't get my Onboarding Questionnaire completed on time?

If the 30 days is over and you haven't completed your Onboarding Questionnaire then the project will be abandoned and your deposit will be refunded to you (minus any bank fees already paid).

How do I send support requests to you?

I use a support ticket system where you can submit each support request through a form (I actually use ClickUp to do this as it helps me to keep track of all requests easily) and your support request will be answered within 24 hours during office hours. I will either direct you to a Dubsado resource, record a short Loom video, or simply answer your question in an email. 

All amendments to your setup are also requested through the same ticketing system. This can include minor amendments to forms, copy within emails, or tweaks to workflow timings.

What if I need to reschedule my strategy call?

Should you have to cancel due to extenuating circumstances, please reach out to me at least one week (in writing) in advance of the session so that we can work something out. If 7 days notice isn't given then a rescheduling fee of £500 will be charged.

What if I need more than 30 days of support?

If you still feel like you need a bit more time to get more comfortable using your new system just message me and you can purchase an additional month of support for £297.

I also have other packages for past clients who need additional help - Power Hour (£147) and Quick Fix Help (£37). 

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FREE COURSE

Dubsado Beginner & Intermediate Course

This free resource is perfect to help you build your knowledge of how to use Dubsado. Please complete the two courses before your build is completed, doing this will give you access to two 45-minute support calls.