I train professional services staff on your firm's methods
In a firm, the way you open an engagement, take in a client or close out a file often lives with a few senior people. I interview them, write your procedures down and build lessons and desk job aids for the people who serve your clients: front office, coordinators, billing and new associates. Professional judgment stays with your partners.
Your intake, engagement and billing procedures as short lessons for the people who serve clients. Professional judgment stays with your partners.
Your intake checklist or engagement letter steps, or a short interview with the person who runs them.
You get
A written procedure, a lesson and a desk job aid for the role, with a review of a sample engagement before anyone works alone.
Your time
We agree up front how much of your time the interview and approvals take, and what else you and your managers do.
Who helps
I prepare the materials. My team sets me up, supports your account and runs your demo. A person confirms every meeting and every payment.
Example · desk job aid, client intake
Opening a new clientDraft for your approval
Intake coordinator · one page · from your intake checklist, version 3
Request the conflict check before any meeting is booked
Send the engagement letter from the approved template
Ask for the documents on the list for that service
Open the client folder with the naming rule
Book the kickoff with the responsible partner
Stop and ask the responsible partner before quoting a fee or a timeline.
Source: Intake checklist, version 3EditApprove
Sample result on this page, not a client's work.
Roles I start with
The people who serve your clients, not the advice itself
A partner and I agree on this list first. I begin with the seat a new person fills before busy season.
Receptionist and front office
How your firm greets a client, routes a call and books a meeting with the right person.
Client intake coordinator
The conflict check request, engagement letter steps and the documents a new client sends, in your order.
Client service associate
Status updates, document requests and what a client hears when a filing date moves.
Billing and collections
Time entry rules, invoice review and a polite conversation about an overdue invoice.
New associate
The firm's own working routines: file naming, review rounds and how a draft reaches a partner.
Office manager
Onboarding a new hire, the busy-season calendar and vendor contacts, kept in one place.
How I take it on
Professional services firm training, from intake to close-out
1
The seat and the season
Which role starts next, and whether busy season or a new office is behind it.
2
An interview with the person who knows
A short interview with the senior person who runs intake or billing, or the checklists and templates you already use.
3
Your procedure, written down
I draft each procedure as steps, with a "stop and ask" line wherever a partner decides. You approve it.
4
Lessons and a desk job aid
Short lessons and one page for the desk, with made-up examples, never taken from a client file.
5
Practice on a sample engagement
A new coordinator opens a sample engagement end to end while your office manager reviews it.
6
Reviewed by a senior person
A partner or manager watches a real intake or invoice run and decides who handles it alone.
Example
Busy season with three new front office hires
You said: "Every January we hire three people for the front office, and our senior admin trains them between returns." I start with client intake. Example · accounting firm, 2 offices
Dec 2Your senior admin talks me through intake and document requests
Dec 4An intake procedure, a desk job aid and a lesson on document reminders drafted
Dec 5A partner marks where staff stop and a CPA decides, then approves
Jan 6Assigned to 3 new hires before their first week
Jan 9Practice on a sample client file with your senior admin
Jan 13Your office manager decides who runs intake alone
For clients who call in Spanish
If your front office takes calls in Spanish, I prepare the greeting and the intake job aid in both languages, while engagement letters and anything legal keep the wording your partners approved.
English
Spanish
Both
What stays with you
Advice to clients and professional judgment stay with your licensed people
Continuing education, ethics and independence training stay with the bodies that require them
Client files and confidential work stay out of every lesson
Hiring, pay and who serves which client stay with you
