Lynda ArtesaniLegal Accountant and Data Migration Specialist at The Proper Trust

The Onboarding Disappearance - What Happens Next

15 Jul 2025 · 0 min

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0:27

In this segment, the presenter explains a deliberate “disappearing” phase at the start of a client onboarding process. Before engaging in detailed questions, the team warns the client that they will temporarily step back while they set up the client’s billing software and gather all necessary documents. By completing these technical and administrative tasks upfront, the team avoids repeatedly chasing the client for paperwork, establishes a smoother workflow, and intentionally shapes the early tone of the client‑provider relationship.

I always like to warn them that we're going to get started and you're probably going to see us disappear for a little bit. And then we're going to circle back around and really start the ball rolling with all our questions and all those things. But I don't know about you guys, but that's how we like to do it because we like to poke around in their billing software. We like to have everything in place before we start. So we're not chasing them for the documents that we need and kind of building the flavor of our relationship.