How to Onboard New Clients (and why you should)

It doesn’t take a “rocket scientist” to realize that the better you treat your clients, the greater the likelihood for retention and repeat business. It’s a “no-brainer.”
And one of the best ways to provide them with a positive experience is an onboarding session. In today’s post we’ll explore what it is, why you need one, and how to properly execute it.

So, if you’re “on board” let’s discuss client onboarding.

WHAT IS AN ONBOARDING?…

According to Practiceignition.com: “Client onboarding is the process of bringing on a new client to your business. It’s your opportunity to build a relationship, address concerns, get the client up to speed and start the project on the right foot.”

HERE'S HOW IT BENEFITS THEM

• It helps them to better understand your practices, policies and preferences.
• It shortens their learning curve.
• It decreases the likelihood of miscommunication and unmet needs.
• It outlines expectations and often enhances client relations.

HERE'S HOW IT BENEFITS YOU

• It helps to establish a professional image and contributes to client confidence.
• It allows for a more strategic approach to your projects.
• It saves time.
• It can protect you legally (in case of contract breaches.)

 

Though your needs and objectives may vary, here are a few things it should typically address and include:

• A client welcome letter
• A client profile or questionnaire (to identify and record their initial goals, expectations, and related costs for the project)
• Contract for services
• Your refund/cancellation policy
• A disclaimer
• A "FAQ" page 
• Outline of duties (who is responsible for what?)

Take it from me. I learned the hard way. Not every client you encounter will be familiar with the publishing industry, know what constitutes a legal and binding agreement, or what is considered a reasonable expectation. The more info you provide them with upfront, the fewer detours on the path to a successful project.

HERE ARE A FEW "CREATIVE" WAYS TO EXECUTE YOUR ONBOARDING

• Create your own checklist to follow.
• Have a consultation with the client over the phone.
• Depending upon your location (and that of your client) set up a coffee date.
• Meet via Skype.
• Conduct online through emails.

WRAPPING THINGS UP HERE...

Business expert Dan Steiner states that: "Getting a client onboard is all about how you present yourself and your product. If you show them you’ve kept their needs in mind through development, and you lay out what your product can do for them, it’s a whole lot easier to score their loyalty."

Client onboarding can set the right tone for a rewarding experience for you and your clients.
And that "tone" will serve as music to your ears.

Have a great week, folks. Thanks for reading.


Thoughts? Questions?
Do you have an onboarding for new clients? Did I miss anything here?


Image credits: Pixabay.com