4 Steps To A Flawless Client Onboarding Service

Client onboarding is one of the most important business systems to get right.

I think most of you will have experienced a wide spectrum of onboarding systems... from flawless to frightful. So you KNOW how it makes you feel, as a client, when a business gets it right, and when they get it wrong.

Done right, the client is never left in any doubt over 'what's next'. Communication is timely, welcoming (but instructional at the same time), and personalised.

Done wrong, the client has no idea how to access their purchase / program / resource. They have to email for help, or via a longwinded 'bot' system that never seems to be available. They don't know what to expect, in what order or who to even ask for help.

Companies who offer an outstanding client onboarding service all have a few things in common. Things that I teach my clients and that YOU can replicate:

1. A Documented SOP (Standard Operating Procedure)

Small businesses and solopreneurs often think that creating SOPs for their business is a bit 'overkill' - after all they're wearing all the hats themselves so surely they don't need to document their process. Wrong - IMHO everyone should be creating a library of SOPs from day 1. Trust me on this, when you no longer have to reinvent the wheel every time you onboard a new client you're going to thank me.

Within the SOP you're capturing:
- the process / procedure the SOP relates to - e.g. 'This SOP details the process and procedures to be followed when onboarding a new client'
- anything that falls outside of the process or procedure. e.g. 'This SOP does not include the initial discovery call process as this is covered by a separate SOP'
- a detailed, step by step, numbered list of actions to be taken to complete the task. Include who is responsible for completing each step

2. A checklist in your project management tool

Everyone who knows me, knows I'm OBSESSED with Asana so this screen shot says it all... this is a copy of my OWN checklist that my VA works through when we onboard a new client here at Team Moakes.

3. Automate Automate Automate

Make life easy for yourself. Use the right tools for the right jobs. Don't fiddle about creating a fillable pdf contract then printing it to sign it, then asking the client to do the same and scan it back to you (honestly - this happened to me recently!) I use Docusign - super efficient and easy to use.

If you're not a tech minded person, here's where a good VA is priceless. They can ensure your welcome email is triggered automatically, your invoice is monitored, paid, receipt sent, calls are scheduled efficiently. All of these processes can be 'set and forget' when you invest time in getting your business systems set up properly at the outset.

4. Over Deliver

Your onboarding process is an opportunity to really WOW your new client. Give them MORE than they were expecting in terms of:

- The warmest of welcome emails

- Send a handwritten note thanking them for signing up with you

- Have your tech set up properly so that your automations work flawlessly – totally possible – don’t skimp on this, so if you’re really not tech minded find a techie VA who can do this for you.

- Make sure everything the client receives from you is on brand

- Overdeliver on checklists & other supporting resources to give them crystal clarity around what they do when

- If you can (and certainly if you work with just a few clients or have a small group program) offer an orienteering welcome call where you provide a concierge service and personally book their coaching calls / Q&A calls etc in for them. Of course, you don’t have to do this yourself, your VA or another team member can take care of this. (Make sure you capture whose responsibility it is in the SOP though)

So, I hope you can see that having a robust, consistent, documented client onboarding system in place is worth its weight in gold. It's what will keep clients coming back for more and have them recommending you to anyone who will listen!

Suggested Listening

#013 - Word of Mouth - The Platinum Standard

#007 - How To Make Sure Your Clients Get The Results They Want

#044 - Client Service: My Crusade Against Complacency