You should always consider creating an easy and stress-free onboarding process when bringing on new clients. It not only shows your soon-to-be client your organization process, but it also helps you as a business owner to easily bring on multiple if needed. Here are 5 steps for an amazing client onboarding process:
1. Discovery Call
In my opinion, the discovery call is not only you getting to know who your client is and what they need, but you are getting the information to understand why they initiated the call in the first place. 9 times out of 10, people who schedule a call with you are serious about your services. Especially if you made it clear on your website about rates, timeframe, etc. Towards the end of the conversation, it is always good to let them know what typical next steps are and have them contact you once they are ready (give them a few days).
2. Send a “welcome” email with the next steps
Congratulations! After an amazing discovery call, they want to work with you! Since you’ve already laid down some of the grunt work of the next steps, send a fun welcome email, reminding them of what’s next. This shows them that you are truly excited to be working with them and helping them grow. Other things you will include are: contract details, invoices, logins, etc.
3. Send contract
Before doing any type of work, you always want to have a contract in place. Even if it’s simple, it protects you and your client. I think it also helps keep clear communication of what’s discussed and can be used to hold each other accountable for the expectations between you both.
4. Get organized
Once the contract is signed, the invoice is paid (monthly retainers, hourly get sent at the end of the month), and you have all the logins – get yourself organized. Make sure to go over everything that you talked about and create a solid plan and have an idea of what you want to all accomplish to make sure your client knows you are doing what was agreed upon.
4. Keep communication open
It’s never a good look to get all organized and just dive into work with little to no communication. I always recommend using a few forms of communication like Slack, email, or even text to make sure you are regularly checking in. This also includes making sure you have a monthly calendar meeting to discuss needs, results, and anything else the client needs to continue to strengthen your relationship!