Sell With Authority

Onboarding with Excellence, with Taylor McMaster

Mar 19, 2025

36:02

I am thrilled to introduce my guest expert for this episode of Sell With Authority, Taylor McMaster. She is the Founder and CEO of DOT & Company, where they specialize in helping agencies take exceptional care of their clients so agency owners can stay focused on what truly moves the needle — like growing the shop.

Taylor is an expert in account management. She knows all the big and small details that make an excellent account manager…excellent.

Today we focus on a thin slice of account management — and it’s the slice that takes place immediately after your client says yes to what you put forward during your biz dev process.

You already know that onboarding isn’t just about executing strategies and tactics — it’s your client’s first proof point that they made the right decision in hiring your agency.

Did they pick the right team?

Did they invest in the right expertise?

It’s on you to reaffirm that they made the best choice.

But here’s the challenge—how do we do that with excellence?

That’s exactly why I invited Taylor onto the podcast. We peel back the layers of DOT & Company’s client onboarding system so you can implement these strategies inside your agency.

If you take what Taylor shares and put it into action — you’ll raise the bar of excellence in your onboarding process.

That will make selling more of what you do feel like a lighter lift.

What you will learn in this episode:

How Taylor pivoted from owning a marketing agency to creating an account management agency — and why it skyrocketed
Why prioritizing proactive communication post-sale is key to building confidence and trust with right-fit clients
Balancing automation with a personal touch in the onboarding process
How to delegate task-oriented client information gathering without overwhelming them
Setting the gold standard for account management — and why it’s crucial to articulate these standards clearly

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