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Heather discusses the importance of client onboarding, emphasizing the need to capture as much information as possible during the initial phone call. First impressions are crucial, and effective communication is key. She notes that different approaches work for different companies; for her, face-to-face contact has been successful. Heather shares a strategy that involves using a bright yellow client intake sheet to ensure the information is easily recognizable on a desk. She advises gathering detailed client information during the call, acknowledging that some callers may just be price shopping. With her extensive experience, she has developed a good sense for engaging potential clients effectively.
