So you booked that dreamy new client (woo hoo!) and you want to make sure you start off on the right foot in working together but, ahem, there’s just one little problem. You have no idea what to do now.
Cue the anxiety, as you try to piece together the pieces of your last client onboarding.
Bringing on a new client doesn’t have to be anxiety-inducing. With a little prep work, you can onboard each new client with ease!
When it comes to building long-term relationships with clients who view you as their “go-to” and sing your praises to their network, starting out on the right foot with a seamless client onboarding experience that makes your client feel uber taken care of is a MUST.
In order to ensure that each new client gets the same smooth, high-touch experience they crave, it’s imperative to have a documented Client Onboarding processe in place.
Simply put, Client Onboarding is the process you follow each time you secure a new client, ensuring that they feel welcome and confident in working with you.
During this phase, you’ll want to communicate any “housekeeping” items and ensure that you’ve set proper expectations in working with you. You’ll answer any questions your client might have and will set the stage for a successful working relationship that will (hopefully) lead to some major warm fuzzy feelings and referrals coming your way!
So what needs to be included in your client onboarding process that will help each and every client to feel confident that they’ve picked the right person for the job?
Let’s dig into the five most important aspects of a stellar service-based client onboarding experience!
If you’ve been around here for long, you know that I looove Dubsado something fierce. Dubsado not only allows you to create custom + branded drag-and-drop forms, but you can save time (for yourself and your client) by sending your proposal, contract, and invoice in one fell swoop.
TIP: Include the full scope of work and/or deliverables in both your proposal and contract to decrease the risk of the dreaded scope creep!
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Your Welcome Packet provides the perfect opportunity to make your new client feel, well, welcome!
What should you include in your New Client Welcome Packet?
All of the “housekeeping” items should be included within your welcome packet. These can include details like:
Help your client get to know you and your business by including your mission statement and company values. Add a few fun facts about yourself and don’t be afraid to show your personality! Your client signed on to work with YOU, after all!
TIP: Most (if not all) pieces of your client onboarding sequence can be automated or delegated to a member of your team. The best way to ensure that your onboarding experience is consistent is to provide your team with a Client Onboarding SOP.
Read more about how to set up your business SOPs and get the free SOP template in this blog post.
The client intake questionnaire should include all of the questions that you need for your client to answer in order to complete the job in the most efficient and effective manner possible.
TIP: A few great “bonus” questions you might include:
By having these details in your back pocket, it makes providing an extra personalized experience much easier.
The onboarding questionnaire can also include any additional homework or action items for the client (i.e. sharing passwords via LastPass, sharing collateral or file access).
Once the invoice is paid and the contract signed, it’s time to set up your Kickoff Call! Ditch the back-and-forth emails and make it easy for your new client to schedule their Kickoff Call by using an appointment scheduling tool.
I use the Dubsado scheduler, as it integrates natively within my automated Dubsado workflows but I also recommend Acuity as another great option.
Read about the five must-have business productivity tools, including how a scheduling tool can save you loads of time (and headaches)!
It’s so important to make your new client feel seen, heard, and most of all–appreciated! A thoughtful gift or hand-written card can be a great personal touch round out your client onboarding experience.
Not sure what to send to show your appreciation to your client whom you’ve likely just met?
Remember those bonus questions you asked in your Intake Questionnaire? Glean some details from your client’s answers or “stalk” their IG stories for a few days to see where they go or what they like and then go online and buy a gift card.
Your new client has put a lot of faith in you by selecting you for the job and now it’s time to roll out the red carpet by having a rock-solid process for onboarding new clients at the ready.
Your client won’t soon forget the ease of their first interactions with you and you’ll love the confidence you’ll feel at your Kickoff Call after onboarding your new client with ease.
Could your Client Onboarding Experience use a little TLC? As a Certified OBM + Certified DOO, client experience systems are my JAM. Click here to set up a 30 minute Discovery Call to see if I might have the solution that you’ve been looking for!
*Some of the above links are affiliate links, for which I will receive a small commission if you sign up through my link. I only recommend products that I use in my own business and LOVE.
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