Tom and Adam discuss the critical role of onboarding in accounting firms. They highlight the necessity of a structured approach to make a strong initial impression on new clients. Adam advocates for setting explicit expectations and developing a systematic onboarding procedure, while Tom details activities like accounting and advisory discovery. They explore the contributions of project management and client success managers in streamlining the onboarding experience. The conversation also covers the importance of continuously refining the onboarding process to ensure client contentment, underlining its influence on enduring client relationships and the firm's prosperity.