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Employees
Steps for Success
1- Check in with your team. Meet with them as a group and ask them how things could be
made better. Listen to their input. It’s important that the meeting doesn’t just become
a complaining session. Keep directing the conversation to possible solutions and how
things could be improved for everyone that works there. (Don’t promise them that you
will do everything they suggest or fix all their problems but tell them you will try to do
whatever you can and then make sure you do it.)
2- Meet with individuals in your team privately. Ask them what’s the most frustrating part
of their job? What’s that thing that makes them not want to come to work sometimes?
(Again don’t promise them that you will fix all their problems but tell them you will try
to do whatever you can and then make sure you do it.)
3- Do something you’re excited about doing with the team. (Like if you’ve always wanted
to do a paintball day, then go do it). The next event let your team plan the activity.
Possible ideas are rotating the planning of the day from staff member to staff member,
you could do it once a quarter and give them a budget for the event.
Onboarding tools
- In the next few pages you will find several documents to assist you in having a successful
employee on-boarding procedure.
- It is very important to note that these documents will not make the difference. What
will make the difference is making sure that whatever documents you use, that they are
followed passionately and thoroughly by the manager in charge of employee on-
boarding. Tools are only as powerful as to the extent that they are implemented.
- Included with these documents should be your company’s personalized mission, vision
and values sheet as well as your company’s operational rules and guidelines booklet.
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Member Checklist
EMPLOYEE INFORMATION
Name: Start date:
Position: Manager:
FIRST DAY
Provide employee with New Employee Workbook.
Assign employee(s) to answer general questions. _____________________________
POLICIES Review key policies.
Vacation and sick leave
Holidays
Time and leave reporting
Overtime/bank hours
Performance reviews
Dress code
E-mail and Internet use
Personal conduct standards
Progressive disciplinary actions
Security
Confidentiality
Safety
Emergency procedures
Visitors
ADMINISTRATIVE PROCEDURES Review general administrative procedures. General User set up
Criminal Records check
Keys / Alarm Code
Email setup & add to Staff email in outlook
Email signature
Email notification setup
Calendar setup/permission
Laptop or desktop Set up
Setup Network User Profile
Setup CRM user profile
Voip Phone setup
Expense reports
Office supplies requests
Vacation requests
Business cards
LinkedIn/Facebook profile
Kitchen/Bathroom rotation duties
INTRODUCTIONS AND TOURS Tour facility/Give introductions to all staff & immediate team during tour.
Restrooms
Printers
Office supplies
Parking
Kitchen
Coffee
Cafeterias nearby
Emergency exits and supplies
POSITION INFORMATION
Review initial job assignments and training plans.
Review job description and performance expectations and standards.
Review job schedule and hours.
Review payroll timing, Time sheet submission, and policies and procedures.
SERVICE PROCEDURE Hardware and software reviews & Training:
Outlook
Office 365
Anti-Virus
N-Able
Servers
Data on shared drives
Where Customer data is kept
Key Client Overview
Prioritization
Professional Conduct
On-site Best Practices
Voip phone training
Connectwise
How to access client docs
How to log time
How to use assets
CRM best practices
Service Order Training
Troubleshooting
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New Employee Onboarding Rules
All phone calls and email correspondence pertaining to any requests by client or 3rd party vendor must have a
ticket created with the proper documentation of email and correspondence within the ticket.
No employee can change passwords for any customer’s servers, computers or equipment without obtaining
consent from the customer regardless if the request comes from anyone at (your Company) or 3rd party
vendor. Such requests must have a ticket created so the customer is kept informed of the password changes
Everyone working on a ticket is required to read the ALERT notes under a company before working on any
tickets.
Anyone working on a ticket for a VP, CEO, President or owner of a company such as email, computer or laptop
issues, issues with access to any devices must correspond back to the customer as to the status of that ticket
before the end if the day.
We must do everything and anything to make sure that the VP's, CEO's etc are up and running. If that means
reinstalling or downloading stuff, then use discretion to do so and then work on the ticket to figure out why
that issue happened. Most often their urgency lies in getting things they use personally and on daily basis to
be working and back to normal. The technical part can be figured out after the fact.
Individual working on that ticket must obtain consent if that ticket can be worked on the next day or if they
would like us to proceed as treating the ticket as after hours’ emergency support.
If customer consents to provide after hours support on the ticket, then it is that techs responsibility to convey
the ticket info to the person on call and explain that it must be resolved during after hours and all progress
must be communicated to the customer during the after hours support.
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New Employee Onboarding Process / Checklist
Forms to fill in and forward to __________:
• Employee record summary and emergency contact
• TD1 BC Form
• TD1 Federal Form
• Consent of use of ________ Equipment
• Copy of Void Bank Cheque
Forms to Fill in as needed:
• Day Off Request Form
• Mileage log with reimbursement (if applicable, based on what is stated on contract – for details
contact _____)
• Weekly Creation Promises meeting – If applicable
• Life by Design – Company Quarterly creation – If applicable
Records Check:
Criminal Records Check http://www.pssg.gov.bc.ca/criminal-records-review/apply/#feewaiver
Driver’s Abstract done thru ICBC
Voip Phone System Videos:
• Basic Voip training
• Voip Voicemail User Guide
• Video Training Voip Set Up Tips
Voicemail Script:
“Thank you for calling (YOUR FIRST AND LAST NAME) of ___________________ where we only provide
Excellence and success to you. I apologize for not being able to take your call at this time, please leave me a
message and I will return your call promptly.
Thank for thinking of __________________ as we care about your success every day and have a great day.”
Provide instructions on how to access voicemail thru the phone system and remotely.
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Other Thoughts for Employee On-Boarding
Remember that if you are gaining a new employee, their family, by extension is part of the process. They have loved ones and a life
outside of your company. Here are some suggestions to make not only the employee welcome, but the family as well. This pays in
dividends by allowing the employee’s significant other to participate in the on-boarding process.
Send a “Care” package to their house the first day of employment. You can send a bottle of wine, or perhaps some snacks
to the significant other at the home. Tell them how great it is to have their significant other employed by your company.
Have the Service Manager take the engineer and their significant other to dinner. Many times, you could also take your
significant other also. This brings the spouse into the fold. Discuss the job and the hours the engineer will be working. Ask
them what they expect from the job and what are their hot buttons about work (i.e. lots of after-hours work, working
weekends, etc.) Give them your phone number to call if they have concerns and let them know your door is open to not
only the employee, but the spouse.
The first day the engineer starts, make sure their desk area, computer and a goodie bag are at their desk. A banner above
their desk welcoming them is a nice touch too. If you have a display in the office, put their name on it (picture if you have
it), welcoming them to your company. If your company uses portfolios with the company logo, have that on their desk too,
along with the company shirt, if applicable.
Try to ensure everyone knows who they are and where they will be working before they arrive, so everyone treats them as
family.
Internal Training
Day 1
Review Employee Manual, Engineer reference Guide and New Employee packet
Review the meaning of the NDA
Review Company Mission, Vision, Values Statements
Test/Setup Email, voice mail, ConnectWise login, Citrix.
Overview of the Organization and Accountability Charts
Overview of Managed Services vs. Professional Services
Overview of Managed Services Toolsets
Backup Checking
Monitoring
Patch Management
Spam Filtering
Firewall Support
Overview of ConnectWise
Companies
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Service Requests
Time Entry
Configuration Tab
Overview of Agreements
Expense Reports
Scheduling
Knowledge Base
Provide a copy the Engineer Reference Guide word doc and Service Board and Ticket Statuses excel sheet.
Overview of Key Clients
Send Announcement letter the staff
Complete daily Time & Expense entry
Day 2
Use ConnectWise University
www.connectwise.com/university
RMM tool training
Complete daily Time & Expense entry
Day 3
Shadow Helpdesk Engineer
Overview of Triage and Dispatch
Review our Service Boards and Statuses
Complete daily Time & Expense entry
Day 4
Shadow Senior Engineer
Complete daily Time & Expense entry
Day 5
Work Tickets and get to know the system and our Clients.
Complete daily Time & Expense entry
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Customers
Steps for Success
1. The key to success is having a process in place for client onboarding that details out
each team member and departments responsibility.
2. Clearly communicate the time lines of the onboarding process to the client and what
they should expect. Answer these questions before they ask:
a. What will onboarding look like?
b. What is the time line? What to expect the first day/week/month
c. Who will be onsite from your company?
d. Who do they need to connect with?
e. Will there be any business disruption?
f. Will there be any downtime?
g. Is the data being collected secure and confidential?
3. Have a process for a smooth hand off from the sales person to the service team to
ensure that what was sold to the new client will be delivered (no failing expectations).
Onboarding tools
- In the next few pages you will find several documents to assist you in having a successful
client on-boarding procedure.
- It is very important to note that these documents will not make the difference. What
will make the difference is making sure that whatever documents you use, that they are
followed passionately and thoroughly by the manager in charge of client on-boarding.
Tools are only as powerful as to the extent that they are implemented.
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Client Onboarding
Time FrameDEPARTMENT
RESPONSIBLE
Prospecting Clients
Develop a client prospect list - Manage Prospect List Weekly Update sales
Call prospective clients on schedule sales
Record Information of prospective client in client management software on schedule Admin
Schedule initial introduction/meeting with prospective client on schedule sales
Review prospective client information in client management software sales
Introduction / meeting with Prospect client
Presentation of "your company" to prospective clients on schedule Sales Rep
Survey prospect client - service requirements /gather Information day of scheduled visit of w/in the week of
the visit Sales Rep, Technician
Forward Gathered information to Service Manager for Plan DevelopmentASAP - after service req/info gathered
Sales Rep/Technician -
Service Manager
MSP Presentation & Solution Plan Development on schedule Sales
Schedule Connection visit on the day of first visit Admin
Follow up Email to client on schedule Admin
Confirmation of second meeting on achedule Admin
Connection Visit / Service Information Delivery
Second Visit to client on Schedule Sales
Managed Services Contract Presentation on Schedule Sales
Follow up call/email on schedule Admin
MSP Commitment Meeting
Commitment meeting - Client Sign up to Managed Service Contract On schedule Service Manger
Keep Original Signed Contract on File On schedule Admin
Welcome Letter (& gift) to client (with service deployment procedure outline) On schedule Admin
Schedule Service Deployment On schedule Service Manger
Service Deployment ASAP - when client commit to MSP Technician assigned
Onboarding Technical Documentation
RMM Monitoring Deployment
Enter Client information to Accounting software - information from Client management softwarewhen client confirm MSP commitment Admin
Change Type of Account in Client management software - Prospect to Client (set as active)when client confirm MSP commitment Admin
Client management software Complete Setup when client confirm MSP commitment Admin
Set up list of authorized contact -information provided by client
Set up Agreement/Contract in Client management software
Add Client Technical details and documentation in Client management software
Request for Client contacts (employee) email list After Technical Documentation Procedure
Service
Invoicing Information & timing - provided to client (payment option?) Day after commitment meeting Admin
Service Compliance - First 90 days
Monitor daily back up log (7 day focus watch for add'l configuration) through out Service
14 day patch watch first 14 days Service
Issue First invoice Timing - per client approval Accounting
Send Weekly monitoring report to client from Labtech (?) first month Service
Weekly Help Desk Usage report - for Client review first month Service
Licensing Review first 30 day Management
30 day Patch Review, Spyware Review 30th day Management / Service
60 day Technology Summary Report 60th day Service
Service commitment/contract meeting after 90 days Management
PROCESS / TASK
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Client Infrastructure Review
Client - IT Infrastructure Review
Company Name: Survey by:
Business Hours: Date:
Website:
Main Phone:
Contract Start:
Agreement Start:
# Servers:
# Workstations:
POC:
POC Phone:
POC Email:
Notes/Details:
Server Monitoring
Monitoring Agent
RMM
Agent Connection
Security
Patch Scan
Patch Installation
Anti-Spyware
HW/SW Audit
Remote Control
IT Admin Access
Agreement Status:
Contract Status:
Re
view
To
pic
s
Review process for monitoring and what we currently monitor.
Review Monitoring agent and it's function.
RMM Overview.
Review the RMM agent and how it works.
Review our anti-spyware techniques.
Review the Hardware / Software audits.
Review remote control options.
Review IT Admin access to the RMM console.
Review the security surrounding the RMM agent.
Review how we determine which updates to install.
Review the process for installing patches and our patch approval process.
Serv
er
List
Name Function
Agr
eem
ent/
Co
ntr
act
Info
rmat
ion
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Tech Docs & Deployment List
Worksheet to use /
Folder location to save
documents
Budgeted TimeScheduled
TechnicianScheduled Date Status
Hosted Services/ Domains/DNS
email configuration
Document Mapped Drives
Document Client Printers
Clean up active directory with current PC list
Document Client - User applications (Note
Client Specific Software))
Document Database Location
Create Asset Tags
Document Server Configurations
Define mission critical data for back up
Get List of all Admin group members
Document UPS configuration and loads
Review Current Back up Configuration
Document Network Printer Configurations
Router Settings
Wireless/Port Forwarding/Network Shares
Cl
ie
nt
Tr
ain
i
ng
Onboarding Technical Procedure
Do
cu
me
nt
at
io
n
Lo
ck
Ou
t
De
pl
oy
me
nt
(L
ab
te
ch
)
Take pictures of all equipment (servers, switch, network
equipment, Serial#s, Model#s, locations)
Document ISP configuration
Client Hardware Documentation / Compile list of
Server Documentation
Take network snapshot before any set up procedure
Network Device Documentation
Install RMM Agent on all end points
Configure Patch Management
Remove Current AV Solutions and Install your AV
Configure AV and document
Prepare Shadow Protect
Send customer portal login information to users (Office 365
Send how to document for voip phone system
Request for Client Office Map (with employee sitting chart)
Verify Monitoring checklist - completed
Document and check all admin log ins
Review Any Actionable findings with POC
Change all Administrator login passwords
Document changes and secure copy
Documentation:
Configure offsite Backup
Deploy - implement Labtech Monitoring based on
Install VOIP phone login shortcut on pc user desktop
Asset Tags on Client's Hardware
Send Documentation - How to contact
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Management Questionnaire
What are your business objectives?
How many locations does your company have?
How many employees?
What new applications/services have you considered implementing within the next year?
Have you experienced any performance-related issues with your software/ applications?
Do you encounter Poor performance from Hardware in the last 6 months? Please specify.
Does your company have follow compliance process (per law or accounting governance/audit procedure) on technical matters? If yes, please state.
Do you have Network Drive / File restriction in place per department or per user? If yes please specify.
Have you ever Lost data? What action was taken?
Have you experienced Compromised or stolen data? What action was taken?
Top 5 Technical problems you may have you wish to be resolved?
How many servers do you have? (Age, OS, Role) What are their roles/purposes?
Who have authorization to access server (Admin access)?
What WAN protocols are supported in your network?
What protocols are utilized in your network?
What routing protocols are utilized in your network?
How many VLANs/segments are configured in your network?
Are there any hubs in your environment?
Which applications does the network currently support?
How many workstations do you have? Age & OS? Any of the WS being shared?
Data Backup Method?
ISP Info - Name on account, account #, line type, speed, LAN IP, WAN IP, Subnet, Gateway, DNS PPPoE Credentials
Do you have any 3rd party vendors you require us to communicate with?
What Programs / Software do you have on your WS that is vital for your everyday work?
Do you have other programs/Software that is accessible by only you or limited users?
How would you rate your IT understanding/capability on scale of 1-5 (5 is really good)?
What are your IT challenges?
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Employee Questionnaire
Have you experienced any performance-related issues with your software/ applications?
Do you encounter poor performance from Hardware in the last 6 months? Please specify.
Top 5 technical problems you may have you wish to be resolved?
What Programs / Software do you have on your WS that is vital for your everyday work?
Do you have other programs/Software that is accessible by only you or limited users?
How would you rate your IT understanding/capability on scale of 1-5 (5 is really good)?
What are your IT challenges?
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Sales and Customer Relationships
Build a connection
Don’t think of the quick sale
Lasting relationships build lasting revenue streams
Don’t let the customer only hear about you at billing time – Go Visit to say hi
Give value for nothing in return
Know the type of customer they are and accommodate that style
Get the customer to trust you for all their needs
When a mistake occurs, fix it, take responsibility and provide a process to resolve for future, thank them for bringing it to your attention. Be vulnerable.
Take care of your customers customers - Law firm, take care of there clients needs, which means the systems must be working well, the lawyer can focus on helping there client, in a car dealership, think about the mom who has to take her kid to soccer, think about the kid getting to soccer… if he gets there safely, on time, the car dealership did its job. Your job is to make sure no stress goes into there sales process.
Tools
- In the next few pages you will find several documents to assist you creating long lasting
connections and relationships with your clients
- Ideas on how to stay in touch are listed and required to build a relationship.
- Giving freely without any expectation of anything in return will reap rewards.
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Build a relationship not Sell
1st meeting
Build a relationship – talk about what they like
Find out their interests (Cycling, Golf, family, vacations, wine etc.)
Look around the office - what do they have? What types of pictures? Screen saver, book list etc.
Make comments about what you see
Ask them questions
This meeting is not about you, its about getting to know them
DO ALL YOUR RESEARCH BEFORE WALKING IN – Linked in, google, Facebook, know the company inside and out – NEVER ASK THEM WHAT DO THEY REALLY DO
Take detail notes or record the meeting
Let them know what you do
Gain trust by providing facts
DO NOT OVER EXAGGERATE YOUR DELIVERABLES – IT SHOWS
Don’t get technical
Probe for pain points
Get personal, how is staff feeling with technology, bring up frustrated employees cost the company
Talk about caring for the customers customer
2nd Meeting
Technical meeting - Take Service Engineer – Meet with technical team
Owners shouldn’t be involved in technical conversations
Gather all information required
#of seats, who they used, budgets
Install RMM probe if they agree
3rd meeting
Discuss personal findings from 1st meeting (golf, cycling etc…)
Review probe results
Present and review proposal
Objections
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Stay in Touch
To build a relationship do the following:
Provide some news / value
o Needs to be useful information for the connection, industry, HR, etc..
Offer an unusual gift
o If they are a tea drinker, stop by and drop off a loose leaf tea, mug, etc. even if they aren’t
there, it’s a way of building a relationship
Hand write a message and send it to them
o Example: I noticed you had some great hits on LinkedIn on your company ..etc.
Call the customer you lost to say Hello – don’t talk about getting the business back, just say hi and how
life is. Be relevant on the industry and the business or their personal interests
Introduce them – if its a car dealer, send them referrals, accountant, introduce them to a lawyer etc… -
Be the connector
MAKE A LASTING CONNECTION
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Daily Actions of Giving
Asking Nothing in Return is Key when Giving
Introduce two people that don’t know each other that may benefit from one another (RF)
Endorse 20 people on LinkedIn
Write one recommendation on LinkedIn
Share a video, book, or article that could help that person or business (RF)
Carry a book around and share how its helped you
Call or send a message to someone on their birthday or about something big that’s happening in their life or to share compassion or sympathy for something they are going through
When someone shares a problem try to help them resolve it on the spot (RF)
Offer a free speaking event where you produce valuable information that could help them (RF)
List 20 people you want to create a relationship with and connect with one of them just acknowledging them and telling them you appreciate what they do (RF)
Recommend another business or product that could help that person (RF)
RF = Requires Follow Up
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Suggested Reading to support todays workshop:
The Go Giver – A Little Story about a powerful business idea
Most people just laugh when they hear that the secret to success is giving. . . . Then again,
most people are nowhere near as successful as they wish they were.
Traction: Get a Grip on Your Business
Do you have a grip on your business, or does your business have a grip on you? In Traction,
you’ll learn the secrets of strengthening the six key components of your business.
The Power of Understanding People: The Key to Strengthening
Relationships, Increasing Sales, and Enhancing Organizational
Performance
The Power of Understanding People shows you how to establish and develop extremely
effective relationships by providing you with techniques to better identify and understand
the intrinsic needs of others.
The Metronome Effect: The Journey To Predictable Profit
The Metronome Effect ensures the habituation that excellence is derived from is engrained
in your organization. Every leader is empowered to set their metric beat to make sure the
company is doing everything it needs to do to grow their profit.
