Let me be the first to tell you that your onboarding process sucks. Most clients won’t tell you this. Instead, they’ll just leave or not refer your service to anyone or ask for a refund. And why not? If a service-based business has not put much thought into the client experience after money or credit cards have changed hands, what makes you think they’ll stick around?
Here are just some of the reasons why your onboarding process sucks. And I won’t leave you hanging, you know I always give you some quick tips on how you can remedy that immediately. So, let’s talk about your client onboarding process.
You don’t have one
The number one reason why your onboarding process sucks is because you don’t have one. You didn’t think through the process of what happens after the client pays the invoice.
How to remedy that? Create one. That’s it. That’s the remedy.
It’s Business-Focused
Yes, you’re running a business. Yes, you need to ensure that there are specific things that happen for your business. But what about the client? The reason you have a business or generate revenue is because of client’s. Ensure that your onboarding process takes into account the client experience through each phase.
How to remedy that? Have someone go through your onboarding process and provide feedback on how it made them feel from beginning to end. Then, take their constructive critique and improve your process so that it’s focused on your business AND your new client.
It’s Cluttered and Confusing
You asked the client for their email address 5 different times. You email the client, your assistant is emailing the client, and your project manager is emailing the client. The client doesn’t know who to respond to and is tired of answering the same question to multiple people in your business.
How to remedy that? Download my Client Onboarding Checklist. Then, streamline and automate your process as much as you can.
Don’t lose another client because you have an onboarding process that sucks. Fix yours today with all my quick tips to remedy the problem and don’t forget to download my FREE Client Onboarding Checklist that you can use as a guide to ensure that your onboarding process is doing all the ‘right’ things.
Your Virtual Asset @ Outsource Mondays
Do you have an onboarding process in your business? Drop a quick yes or no down below. Tell us one of your favorite systems if you do. Here’s some of mines for project management.