How To Streamline Client Onboarding
Does signing a new client bring you excitement? Or does a little bit of panic set in right after you get that yes thinking about onboarding?
Onboarding doesn't have to be a stressor! Let's streamline and automate the onboarding process for you. So that the first thing you can do after signing a new client is pop the champagne and celebrate.
You've just signed a new client. So many thoughts race through your head. What do I do first? What do I need from them? When should I email them next? Without a plan, these questions can easily cause a spiral. Instead, take some time to think about the client experience.
How do you want to support new clients getting to know you and your process? This is important to understand so that your touchpoint and communication will then support them. What experience do you want to take a client through? And what is your ideal client journey? This will be all the steps from when a client says YES to when you start delivering your service. Then turn those steps into a checklist that you use for each client.
And if you are just scratching your head (That's totally okay!), here is a basic checklist to get started.
Create a welcome packet
We love to start our new client relationships with a welcome email. It's upbeat and a bit personalized to convey how excited we are to get started together. We usually include an Onboarding questionnaire that helps us better understand that (more on that later). We will also include links to the contract and invoice in the welcome email.
Send the formal documents
When you sign a new client, a great first place to start is with the legal documents. Proposal - Contract - Invoice. You've likely already sent them a proposal so they can see your services/product. Next up would be to send over a contract and their invoice, depending on how you intend to bill them. We recommend using a CRM system (my personal fav is Dubsado) where you can automate a lot of this process. Getting the formal stuff out of the way lets you get into the fun stuff - the work!
Create an onboarding questionnaire
An onboarding questionnaire is a great way to collect a TON of information from your new client upfront before you begin. This questionnaire should be tailored to the service you provide. As an operations consultant, we focus on streamlining business systems so our clients can step into their role as CEO. So, our onboarding questionnaire contains questions about pain points and time sucks, business goals, areas of their business they LOVE being involved in, and those they DON'T LOVE. I also ask about their current business tech stack and process to get an idea of how they current operate.
Think of your specific industry and service to draft an onboarding questionnaire that will set you up for success.
Send a welcome gift
This is a totally optional step of the process but we LOVE to send a cute welcome gift to new clients. Who doesn't love happy mail? It's a quick way to connect with clients and show my appreciation that they are trusting us with their business.
Have your client invite or share logins to necessary programs
Depending on the scope of work with your client, you may need access to certain systems. If you are a social media manager, you likely need IG and FB access. As an operations consultant, we ask clients to share their CRM and PM systems with us. We adapt our services to where they are most comfortable receiving tasks and communication. Although we love ClickUp, we don't force a client to learn ClickUp if they have a different system they are comfortable with and it functions appropriately for their business. Instead, they invite us to their system and we go from there.
Set the client up within your systems
How do you want communication and tasks to flow internally within your business? This question will help you properly setup the client at onboarding. For our new clients, each client gets setup 3 places internally.
EMAIL FOLDER
GOOGLE DRIVE FOLDER
CLICKUP FOLDER
These 3 folders get created as a way to keep the team organized. As emails are resolved, we file them in client folders so we have an easy reference point. We utilize Google Drive for client documents, file sharing, and team visibility. ClickUp is our preferred client management system. Each client is setup with a folder that our team uses to manage tasks and communicate internally with each other.
The onboarding process is something we are always tweaking in the business and in my clients' businesses. Don't be afraid to make changes! If you notice a gap or see something that isn't working, make a change. This is a fluid process!
