What is Client Onboarding?
Client Onboarding is the process of welcoming new clients into your business!
It starts the moment a new lead reaches out to you and covers all the actions you need to take before getting started working together. The client onboarding process is a vital part of your client experience it will save you time and make your clients feel safe, taken care of and confident in your work together.
What should your client Onboarding Process Include?
Here are just some of the things that a typical client Onboarding Process Includes:
- Intake Questionnaire
- Call Scheduling
- Proposals & Contract
- Welcome Email
At the core of your Client Onboarding is the goal to set clear expectations for your work together. The goal is to be as clear as possible in this initial state so that your client can know what to expect moving forward.
It won’t be the end all be all of your client communication but a stepping stone to support you in building relationships with your clients.
Here’s what you want your client onboarding to do for you:
- Welcome new clients and set the tone for your project.
- Educate clients on how to communicate with you.
- Clarify expectations and boundaries for your work together.
- Share what’s next in their client journey.
A client onboarding process that works will increase client confidence and satisfaction, improve productivity and reduce stress and confusion for everyone involved.
Welcome new clients and set the tone for your project.
First thing’s first, welcome your clients! Let them know how excited you are to work with them. This will help set the tone for an awesome client relationship ahead.
Educate clients on how to communicate with you.
Be clear and specific on how you’ll be communicating throughout your work together. What tools you’ll be using and how frequently they can expect to hear from you.
Clarify expectations and boundaries for your work together.
Boundaries are extremely important in business not just for you but also for your client, be clear on what you expect from them and what they can expect from you.
Share what’s next in their client journey.
Now what? That’s the number one question any client asks once they’ve purchased something. Don’t leave them hanging, tell them exactly what to expect next and what they should be doing in the meantime.
Do your part when it comes to client onboarding:
Client onboarding isn’t just about sending your client the info they need, it’s also about setting up your processes so that your relationship can be a success.
Add your client to your systems and create a checklist of what needs to be done for every new client so you don’t forget a thing.
Here’s what my checklist looks like:
- Add them to Dubsado.
- Create the clients’ task board and portal.
- Add the project milestones to my Trello board.
Your checklist might look different and that’s okay, the most important part is making sure you’re not forgetting to do it!
A great Onboarding Process will help establish a tone for your client communication making sure that you both have all that you need to make this relationship a success.
If you’re ready to build your very own onboarding process but don’t know where to start, I invite you to check out Your Client Roadmap, where we’ll figure out together what your onboarding process looks like step by step.