Every entrepreneur should have an onboarding process. When new clients or even employees join your business there should be a formal process that introduces them to your services and helps them get up to speed faster on what’s next. If you don’t have an onboarding process or need to improve yours, you’re in luck, as here is what I’ve determined are the must haves in a client onboarding process.
Auditory learners, jump here for the videos where I walk through this process (scroll down once there). Verbal learners read on…
Collection
The first and most important thing that needs to happen in the onboarding process is the collection for information. That includes the client name and contact information. It could also include payment information and what you need to capture so that you can begin providing their services as soon as possible.
EXTRA TIP: Don’t wait until the kickoff call to collect this information. Use an online survey tool that can capture and store that information for you securely. And make sure you’re asking all the right questions.
Communication
How will you communicate with the client? What is your preferred method? What is their preferred method? Is that the same method used for support or is there a separate email or communication channel for help? All these questions are things that you and your client need to be clear on up front. Ensure that your onboarding process communicates this information, so your client’s aren’t scattered when they need to reach you.
EXTRA TIP: Create an onboarding guide that provides your clients with all the communication guidelines, email addresses, and numbers for your business. Do you have a slack channel that your client’s need to join? Let them know that here too.
Connection
Obviously your client chose you because they made a connection with you. But how do you keep that connection going now that you both have committed to working together. Make sure your online tools are setup, whether that be slack or your project management tool or your crm tool. And make sure that you set clear expectations on how these tools are meant to be used to maintain that connection.
EXTRA TIP: Have your client’s give you a goal that they want to accomplish within the first month of working with you. You can capture this in the onboarding survey. Then, share it with them once accomplished.
BONUS C: CELEBRATION
Celebrate someone new joining your business. A lot of entrepreneurs skip this step, but it could just be the one that sets you apart from your competitors. Let your client’s know that you are excited to have them with the number of options that they could have chosen. A new client is a win, celebrate it and celebrate them.
EXTRA TIP: A quick, personalized video or email can do the trick!! Just say hi, thanks again for choosing my business and I can’t wait to work with you. Finito!! Celebration in the bag.
I hope these tips help you to upgrade your client onboarding process. Watch my video here for more tips on how you can Boss Up your Client Onboarding Process.
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How do you plan to upgrade your client onboarding process? Share below. And if you’re looking for more client onboarding tips, grab this free client onboarding checklist, with all my best tips on how you can have the best onboarding process with the client in mind.