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A Better Approach To Managing Client Check-In Meetings & Reviews
A Better Approach To Managing Client Check-In Meetings & Reviews

A step-by-step guide to help you plan out your client check-in meeting process so that you can easily see who needs your attention.

Ron Gorodetsky avatar
Written by Ron Gorodetsky
Updated over a week ago

Using this approach to workflow planning allows you to:

  • View your client check-in process as a dashboard of workflows

  • Visualize exactly where every client is in your check-in process

  • Assign tasks and delegate work more effectively to different members of your team

  • Anticipate bottlenecks (and droughts!)

You can get started by selecting the Clear All button at the top left of your Hub:

Now you can select the Create Workflow button a the top right of your Hub to create your first workflow:

This will be a holding pattern for the clients that you're scheduling a meeting with — effectively where a client will first be brought to your attention when it's time to schedule their next check-in or review:

We recommend calling this workflow Client Check-In Scheduling and including a couple of pre-configured tasks:

  • Email meeting request with a scheduling link

  • Follow-up (if required)

  • Confirm meeting/send event (if not automated)

  • Update next meeting date in the client card

Documenting these tasks will help you track when you're waiting on a client to respond and help you easily remember where you left off. This is critical to knowing which clients need to be followed up with and being able to iterate upon (and even delegate) your check-in management process long term.

We recommend including reminders for the first two tasks — bringing the first task to your attention immediately when a client was added, and the second task to your attention 5 to 7-days later:

You can also configure an email template for the initial and follow-up emails. Email templates saved within workflow tasks can save you time and help you avoid interrupting your productivity.

We recommend including a meeting scheduling link as well as a data collection/update form, along with placeholders to remind you to personalize the email prior to sending:

Email Templates will be included with the Task when a client is added to this Workflow. Just select the Email icon in-line with that task to show and customize the email template for that individual client, prior to sending it through your preferred email provider (ie. Gmail, Yahoo, Outlook).

Remember to customize these tasks. For example, if calendar events are not automatically sent by a scheduling service, then include an additional step to send the calendar event manually.

Now we will select Done to save your changes and use the Create Workflow button to create the next stage in this process:

This will be your first meeting preparation workflow — typically your Client Check-In Preparation workflow.

You may have some preparation tasks that you want to include — we recommend starting with the following pre-configured tasks and then adding additional preparation tasks below:

  • Send data gathering form reminder (if applicable)

  • Review action items from the previous meeting & add unresolved items to workflow

  • Review data gathering form submission & update changes (if applicable)

  • Send pre-meeting email to the client with unresolved action items and next meeting agenda

You can record additional documentation and add external links by configuring workflow task details — where you can also indicate which tasks you will likely be waiting on the client for:

Now we will select Done to save your changes and use the Create Workflow button to create the next stage in this process:

If additional pre-meeting work is required, those steps may need to also be included in this new workflow — typically your Client Check-In Day-Of or Day Before workflow.

We recommend including any time-sensitive tasks and action items in this workflow (such as investment reports, cashflow statements, and other meeting prep steps).

Now we will create the final stage in this process - your Client Check-In Follow-Up workflow:

This is an important workflow that will help you manage follow-through after a client meeting — we recommend including the following pre-configured tasks:

  • Add any notes

  • Send summary email to client

  • Update client profile

  • Add/schedule to client project workflows in Hubly

These steps provide a good starting point for you to work off of after every client meeting. We recommend including a template for meeting notes by configuring the task details:

This template can be copied directly from the expanded task details once a client is added:

You can use the Add Comment icon in-line with that task to paste the meeting notes as a Client Comment, which will sync directly into your CRM (if connected):

After the meeting, we recommend adding new action items as tasks to that client's follow-up workflow by selecting the Add Task button:

You can also use the Next Workflow feature to add or schedule the clients to start specific workflows immediately or at a later date:

Now that you've finished planning your Client Check-In Workflows, remember to select Done to save your changes.

See Previous Workflows Right In The Client Card

Screen Shot 2020-11-06 at 12.55.45 AM

Hubly also makes it easy to see what you were working on for a client, in addition to already being able to plan what you need to be working on next.

When a client is moved to a next workflow, the previous workflow is displayed in the client card.

Screen Shot 2020-11-06 at 12.56.23 AM

Smart Skipping For Scheduled Workflows

Screen Shot 2020-11-06 at 1.06.07 AM

Hubly will no longer move clients to a next workflow when it is scheduled to a start date. Instead when a current workflow completes, scheduled workflows will remain within the client card and you will be given the option to move clients into any remaining unscheduled next workflows.

Grouping Workflows

Use the Create Process button in the Workflows menu to create a new process:

Now you can add a name, description, and select the Client Check-In workflows that you would like to be grouped together:

Now instead of displaying workflows individually, you can select the process to hide/show all of your onboarding workflows as a group:

Configuring Next Workflows

Select Edit Workflow from a workflow’s menu to configure the Next Workflow setting:

Next Workflows make it easier to see which step in the onboarding process a client should be added to next:

Next Workflows display in Workflows summary section, within the right column of client card when a client has been added to a workflow:

When a workflow is completed for a client, you will have the option to simply move the client to the Next Workflow(s) using the Move to Next Workflows ​button that appears:

You can always customize these for individual clients after they’re added to a workflow by simply adding or removing a Next Workflow in the client card:

You can remove, or start a Next Workflow for a client at any time from a Next Workflow’s Menu:

A Next Workflow can also be scheduled to a start date, in which case it will be skipped when the client completes the current workflow until the start date:

Making Check-In Workflows Smarter With Rules

Managing the Client Check-In process involves remembering to manually move clients into appropriate steps as their meeting date approaches. Hubly can help you eliminate these steps by configuring Workflow Rules to look at Next Meeting Dates configured in the client card:

Consider creating Important Client Date Rules on the following workflows:

  • Add clients in the “Active Clients” stream 2 months after their Last Meeting Date to Client Check-In Scheduling workflow (customize to 5 or 11 months for bi-annual or annual meeting frequencies)

  • Add clients in the “Active Clients” stream 2 weeks before their Next Meeting Date to the Client Check-In Preparation workflow

  • Add clients in the “Active Clients” stream 1 day before their Next Meeting Date to the Client Check-In Day-Off workflow

  • Add clients in the “Active Clients” stream 1 day after their Last Meeting Date to Client Check-In Follow-Up workflow

To configure a rule, select Edit Workflow from a workflow’s menu:

Now, select Add Rule and find the rule type that you would like to configure:

From here you can configure the desired action and select Add Rule to save:

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