Bad news: Terrible client onboarding now seems to be the norm.
Good news: big opportunity for the rest of us.
Truth is, happier clients stick around longer, spend more money, and refer more work.
Follow this 7-step onboarding flow to lock in your clients for life:
Good news: big opportunity for the rest of us.
Truth is, happier clients stick around longer, spend more money, and refer more work.
Follow this 7-step onboarding flow to lock in your clients for life:
Most people are so eager to land a client they completely overlook what happens next.
Bad onboarding will:
β Create immediate buyers remorse
β Lead to more churn
β Land more refunds
Not to mention, the lack of trust will cause them to scrutinize your every move.
Yikes.
Bad onboarding will:
β Create immediate buyers remorse
β Lead to more churn
β Land more refunds
Not to mention, the lack of trust will cause them to scrutinize your every move.
Yikes.
On the other hand, when you nail the onboarding process you:
β Have happier clients
β Increase the lifetime value ($$$)
β Get more referrals
β Build more confidence
β Much easier client management
In short, life is SO much better when you get this right.
β Have happier clients
β Increase the lifetime value ($$$)
β Get more referrals
β Build more confidence
β Much easier client management
In short, life is SO much better when you get this right.
So how do you know if you have a perfect onboarding process?
Ask yourself, does it:
1) Set expectations?
2) Gather the required materials?
3) Keep clients informed?
4) Instill confidence?
5) Overdeliver?
If not, you're going to want to follow these steps:
Ask yourself, does it:
1) Set expectations?
2) Gather the required materials?
3) Keep clients informed?
4) Instill confidence?
5) Overdeliver?
If not, you're going to want to follow these steps:
Step 1: Onboarding SOP
First, you need need a documented process that you can repeat for every client.
So get out a piece of paper and map out the major milestones that take you from Point A (client pays) to Point B (first deliverable).
First, you need need a documented process that you can repeat for every client.
So get out a piece of paper and map out the major milestones that take you from Point A (client pays) to Point B (first deliverable).
Common trigger points that I like to use:
What happens when they pay?
What happens when they fill out the welcome form?
What happens after the kickoff call?
How do we get to the first deliverable?
Stop reinventing the wheel for every project.
What happens when they pay?
What happens when they fill out the welcome form?
What happens after the kickoff call?
How do we get to the first deliverable?
Stop reinventing the wheel for every project.
Step 2: Welcome video/email
After payment, the first thing I do is send a welcome email/video.
The purpose?
1) Create a great first impression
1) Set expectationsΒ
2) Train them to be good clients
After payment, the first thing I do is send a welcome email/video.
The purpose?
1) Create a great first impression
1) Set expectationsΒ
2) Train them to be good clients
Some things you might want to include here:
- Deliverable schedule and timing
- Immediate next steps
- Directions for communication
- Tips for how to give feedback
Automation tip: After they purchase, add this video to the thank you page.
- Deliverable schedule and timing
- Immediate next steps
- Directions for communication
- Tips for how to give feedback
Automation tip: After they purchase, add this video to the thank you page.
Step 3: Onboarding form
Β
We all know there's nothing worse than having to chase a client around for the first-month collecting assets piecemeal.
Purpose:Β The form is a great way to gather everything you need all in one shot (upfront)...
I break this into 3 sections:
Β
We all know there's nothing worse than having to chase a client around for the first-month collecting assets piecemeal.
Purpose:Β The form is a great way to gather everything you need all in one shot (upfront)...
I break this into 3 sections:
1) Strategy: questions about their business, goals, & audience.
2) Logistics: questions about requirements & specifications for deliverables.
3) Access: instructions on providing access to tools and software, asset collection, & contact gathering.
2) Logistics: questions about requirements & specifications for deliverables.
3) Access: instructions on providing access to tools and software, asset collection, & contact gathering.
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