So you’ve landed your first customer or client. Now what?
Your on boarding can leave an indelible impression on your client and set you both up for success. Unfulfilled expectations are the single greatest source of customer upset. Set them up to know what to expect, and what NOT to expect from the start.
Think: How can you engage with the customer and give them a comprehensive overview of the services you provide?
Great on boarding can get your customer “hooked” on your service, making them more likely they’ll continue to use it.
The “process” should be simple and repetitive.
The more time you invest early on in the process, the less time your client will have to spend spinning their wheels. Ideally you want to minimize the amount of “work” your client needs to do to work with you and your team.
“To ensure a smooth kick-off — and to make sure you don’t lose business before the relationship even starts — your agency must have a client onboarding process in place,” said Stephanie Mialki in her Marketing Agency Tips blog. Mialkli goes on to establish the following “seven best practices.” Read more about each step here.
- Start Communication Immediately (maybe a welcome video after sign up?)
- Collect All Necessary Data
- Clarify Expectations
- Brief the rest of the team
- Prove your value quickly
- Keep communication flowing
- Focus on the overall relationship
The essential things to include in your process are:
- Send a personal email (or better yet, a handwritten note!) to welcome your client on board
- Send follow up with key info introducing them to team members they’ll be interacting with
- Kick off call or in person meeting to set expectations
- After first week, catch up call, / email to field questions or issues
ProcessBliss is an organization dedicated specifically to onboarding so that you can deliver on your promises. Depending on the nature of your service, you may find setting up your process with their templates helpful here.