Onboarding a client and loving it

You need to nail down a solid client onboarding process; without a process like this in place, you risk one of the biggest mistakes as a business owner: looking unprofessional.

So you've just closed a deal with a hot new client, and now you're faced with your next challenge: onboarding them in order to keep that initial momentum going and kick-start a great working relationship. So where the hell do you start?

A couple of months ago, I attended a workshop in Denver with the super talented Lindsey from Six Leaf Design, and the whole time she sounded so excited about… well, processes. And I remember thinking, “here is this amazingly talented woman talking non-stop about how to create processes and make your daily routine more efficient at work. Huh.” But after a lot of learning, laughs, and badassism, I left the event trying to think of ways to make MY process flow better, which included my Client Onboarding process. And oh boy, have I had a lot of improvements to do.

Now I have a whole new way to manage, communicate and welcome my clients. It all starts with a Free Discovery Call (or meeting), which I feel is pretty essential for every new lead that knocks at your door. And I say that because what sounds basic and accessible for you, might not explain itself as well to others; they might need extra information to assimilate the solution you are proposing to them. Note: emphasis on “Free” in that Free Discovery Meeting. Your time is important and valuable, but a first meeting with a potential client doesn’t sit well when it is charged. After all, you are there to simply address their questions and concerns, so charging a fee might make you sound too important to even explain what your business can do for them.

After the discovery call and onboarding process, I have now created a checklist of all email samples, forms, questionnaires, contracts, NDAs, and so many different documents that I am finally able to focus on what is really important: listening, creating, deploying, reporting, and doing what is actually my job! As a business owner and entrepreneur, we know way too well how overwhelming it all can be, so why not organize the work behind the scenes before the guests arrive? By keeping it tidy and organized, you won’t have to go bananas every time someone calls and you have to throw all the mess in the laundry room and deal with added tasks every day.

The process will flow better, you will feel freer and more creative, and your clients will get to experiment how professional your company is. By running a checklist, you'll be able to save time and resources by automating tasks, increase client satisfaction by making sure their needs and concerns are understood and addressed throughout the onboarding process, and ultimately reduce turnover rate and position yourself for a glowing testimonial further down the line.