Here’s the 6-step client onboarding formula my agency uses to kickoff $100k projects.
(And how to make your own).
👇
(And how to make your own).
👇
How you onboard a client sets the stage for the entire relationship.
Nail it and you:
→ Improve client satisfaction
→ Increase your retention rate
→ Lower churn
→ Get more referrals
→ Decrease time managing client/project
Convinced?
Here’s how to get started:
Nail it and you:
→ Improve client satisfaction
→ Increase your retention rate
→ Lower churn
→ Get more referrals
→ Decrease time managing client/project
Convinced?
Here’s how to get started:
Step 1 - Gather information
First, you need a way to quickly capture any information you’ll need to fulfill the project.
Go to @typeform and build a Kickoff Questionnaire.
We break ours down into 2 parts:
1) Logistics
2) Strategy
First, you need a way to quickly capture any information you’ll need to fulfill the project.
Go to @typeform and build a Kickoff Questionnaire.
We break ours down into 2 parts:
1) Logistics
2) Strategy
//Logitics//
In the logistics section we include questions for things like:
• Login credentials
• Documents
• Relevant content
• Brand guidelines
• Logo
• Specs (size, functionality, etc)
Better to get this now than have to chase it down mid-project.
In the logistics section we include questions for things like:
• Login credentials
• Documents
• Relevant content
• Brand guidelines
• Logo
• Specs (size, functionality, etc)
Better to get this now than have to chase it down mid-project.
//Strategy//
1) Who’s your customer?
2) What’s the goal of this project?
3) What problem are we solving?
4) What would an ideal outcome look like?
Strategic questions show the client you’re thinking about the big picture — not just executing a copy/paste service.
1) Who’s your customer?
2) What’s the goal of this project?
3) What problem are we solving?
4) What would an ideal outcome look like?
Strategic questions show the client you’re thinking about the big picture — not just executing a copy/paste service.
Step 2 - Client Basecamp
Clients hate uncertainty.
The more out of the loop they feel, the less satisfied they’re going to be.
That’s why we give every client a basecamp.
All relevant info, centralized in one place —accessible any time.
Clients hate uncertainty.
The more out of the loop they feel, the less satisfied they’re going to be.
That’s why we give every client a basecamp.
All relevant info, centralized in one place —accessible any time.
I recommend a simple Notion template.
It should include:
1) Project details
2) How to contact you
3) Timeline + milestones
4) Boiler plate FAQs
5) Links to resources
Rule of thumb: The more you communicate at the beginning, the fewer emails/calls later on.
It should include:
1) Project details
2) How to contact you
3) Timeline + milestones
4) Boiler plate FAQs
5) Links to resources
Rule of thumb: The more you communicate at the beginning, the fewer emails/calls later on.
Step 3 - Kickoff email
Okay, now that we’ve done the groundwork, time to put this all together.
Your email should:
→ Welcome the client
→ Set expectations
→ Link to resources
→ Provide immediate next steps
(Template attached here)
Okay, now that we’ve done the groundwork, time to put this all together.
Your email should:
→ Welcome the client
→ Set expectations
→ Link to resources
→ Provide immediate next steps
(Template attached here)
Step 5 - Template it
Now for automation.
Use the Streak Gmail add-on to convert this into a template for safe keeping.
Then assign it a short code.
Next time you land a client, all you need to do:
1 - Click compose
2 - Type #shortcode
3 - Fill in the blanks
4 - Send
Now for automation.
Use the Streak Gmail add-on to convert this into a template for safe keeping.
Then assign it a short code.
Next time you land a client, all you need to do:
1 - Click compose
2 - Type #shortcode
3 - Fill in the blanks
4 - Send
Step 6 - Trigger internal processes
Last but not least, kickstart your team.
Design a set of pre-defined, highly detailed steps to get the ball rolling (see ex).
The key is to build momentum out of the gate.
Get granular. Give them the blueprint to succeed.
Last but not least, kickstart your team.
Design a set of pre-defined, highly detailed steps to get the ball rolling (see ex).
The key is to build momentum out of the gate.
Get granular. Give them the blueprint to succeed.
As you can see a great onboarding process:
1) Removes doubt
2) Makes the client feel taken care of
3) Provides your team w/ the tools needed to get job done.
This is how you run a successful project.
Remember, clients come for the pitch, but they stay for the service.
1) Removes doubt
2) Makes the client feel taken care of
3) Provides your team w/ the tools needed to get job done.
This is how you run a successful project.
Remember, clients come for the pitch, but they stay for the service.
Hi, I’m Shane. I teach freelancers & soloprenuers how to build a 1-person micro-agency.
If you enjoyed this thread…
1. Follow @Shane___Martin for more like this
2. RT the tweet below to share this with your audience!
If you enjoyed this thread…
1. Follow @Shane___Martin for more like this
2. RT the tweet below to share this with your audience!
If you're interested in building your own 1-person micro-agency, make sure to sign up here for more details: shanemartin.me
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