My 5 Rs framework to help create a simple process that works for you: And how I used it to untangle my business's onboarding process

Originally published on Substack

How I stumbled into the 5 Rs Framework

Other people’s templates typically don’t work for me but I didn’t know why until I started my own business.

After a lot of trial and error, I figured out why using a template is sometimes more confusing than working without it. And I used that knowledge to create the 5 Rs framework to improve templates so I can actually get work done better.

Why templates can be confusing

A good template is a shortcut, a way to skip failed trial and error and start Doing The Thing.

But that doesn’t always happen.

I don’t blame the template, though. What’s missing is context. What apps did the creator have in mind when they turned their own process into a template? What apps, team size, and workflows did the creator assume someone would use with this template? That’s what is missing.

Instead of giving us context, we usually get a template with step-by-step instructions, a checklist, or a workflow and those unspoken assumptions are left unsaid. If you are operating your business similarly to the creator, then you’re probably fine.

But if you aren’t? You get what happened to my newbie business-owner mind: confused and frustrated and ditching the template to rely on my own imperfect memory, exactly what I was trying to avoid.

The 5 Rs framework

I stumbled into this framework this year, 3 years into running my current bookkeeping business. I’m currently geeking out about frameworks so you’ll see more of these in future.

I’ll share each step below and then use the example of my client onboarding process to show how I apply each step.

1. Reference - Have a reference point to start creating your process

   • Use someone else’s: Borrow a template or framework as your starting point, even if it’s not perfect. Acknowledge that others' processes might not align with your style or software.

   • Or create your own: Brain dump your own list of steps on paper, a doc, or your preferred app.

2. Review - Use your process and note what’s not working

   • Use the process repeatedly, identifying issues, inefficiencies, or missing steps.

   • Brain dump what you’re actually doing (on paper, audio, or video) and reference your template to avoid missing steps.

3. Revise - Revise your process to better fit what you’re actually doing

   • Add or subtract steps to refine the workflow.

   • Advanced - Organize into phases or sections to clarify the flow and make gaps easier to spot.

4. Realign - Realign your process to your goals

   • Ensure the process aligns with your goals, adjusting it as needed to achieve your desired outcomes.

5. Repeat - Continually revise your process

   • Accept continuous improvement: Revisit steps 2–4 regularly. Processes will never be perfect, but each iteration brings greater clarity and a better experience for everyone involved.

How I used the 5 Rs to untangle my bookkeeping business’s onboarding process

1. Reference

   When I started my business, I had several templates that detailed how to onboard a new bookkeeping client. The problem? Each template’s onboarding was dependent on the creator’s tech stack, team, what makes sense to their brain and other factors that didn’t match me. But I felt more comfortable relying on those templates than creating my own.

2. Review

   While using the templates, I skipped steps because they didn’t fit my workflow. For example, one template separated contract creation, contract sending, invoice creation, and invoice sending. But I used Dubsado which let me combine those actions into one step. Skipping steps in a template was a clear sign I needed to update my process.

3. Revise

   I brain dumped what wasn’t working into a Google Doc and used that to update my onboarding process in Asana. I also added Asana project sections to divide onboarding into phases, like setting up the client in our internal systems.

4. Realign

   My bookkeeping business goal is to take bookkeeping off of the owner’s crazy long to-do list. Unfortunately, onboarding can feel like more to-dos since they have to provide information and multiple documents.

   My current process did not feel aligned to that goal. The owner gets our checklist of tasks in their portal to complete when it’s convenient for them. They also get a deadline to complete all tasks in 2 weeks. Seems good but I've noticed that most people don’t start the tasks until the 2nd week. And the list can feel overwhelming.

   So I have 2 ideas to realign onboarding to my goal: 1) Shorten onboarding to 1 week and 2) Require an onboarding call to compete all tasks on the call. But if someone is able to complete the tasks before our call, then we can cancel it.

5. Repeat

   I continuously review my process, revise and realign it to closer match my goals. I’ve lost count of how many times I’ve repeated this for just the onboarding process.

Takeaways

I hope this 5 Rs framework helps you figure out how to improve upon a template or even create your own from scratch.