3 Essential Items Every New Client Onboarding Process Needs

If you want to bring on new clients in a way that is easy, streamlined, and rewarding for you and the client, then you need to have an on-boarding process in place.

The purpose of the on-boarding process is to help the client to get off on the right foot, to set expectations upfront, and to get the client excited to work with you. If done intentionally and correctly, the on-boarding process can also be an effective marketing tool and retention tool.

Whether you are putting your first on-boarding process in place, or tweak your existing one, here are some essential items that should always be included:

Essential Items for Onboarding Process

Image by nikolabelopitov (2017) via Pixabay, CCO Public Domain

1. Welcome Packet/Package

The first thing you should do after receiving the participation agreement/contract and payment is send out some sort of welcome packet or sequence. It will go a long way in making the new client feel special and will let her know what she needs to know about getting started with you and/or your program.

Some things you can include are:

  • Welcome video / email
  • Welcome card / gift (gift card, flowers, etc.)
  • Access information to the client’s shared work-space, Voxer, appointment scheduler for kick-off call, membership site, etc.
  • Invitation to join private, client-only Facebook group if you have one

2. Quick Win / Getting Started Guide

Nothing gets someone motivated or onto a path to momentum better than getting a quick win or some sort of getting started guide that that new client can start using right away. Even giving the new client some sort of homework will help her feel like she is making some sort of progress.

Depending on the type of clients you work with, the quick win / getting started guide will be different but here are some ideas to get you started:

  • A cash injection so you client can bring in some quick money
  • Writing or journaling prompts
  • Food journal or shopping list
  • A (required?) reading list
  • Access to free trainings, checklists, swipe files, etc.

3. Policies and Procedures

It is impossible to think of every scenario that could happen in a working relationship; however, having clear expectations and boundaries goes a long way in avoiding some serious miscommunication. Thus, it is a good idea to communicate your policies and procedures to your client upfront when you first start working together.

Here are some things that you should let your new client know about:

  • Billing procedures and policies
  • List of standards and boundaries (such as work hours, work turn around, etc.)
  • Confidentiality and liability forms
  • Credit card authorization form

And, guess what? You don’t have to be the one to put together the on-boarding process. There will be parts of the on-process that will need to be done by you, of course, but actually putting together the process and setting up the automated part of the process can (and should) be delegated to your team.

In fact, creating an on-boarding process is a good project for your online business manager to oversee.  It is definitely one of the first things I do when I start working with a new client. It is a good project to see if the new client and I will work well together, it makes a huge difference in my client’s relationship with her new clients, and it allows me to get a clearer picture of my client’s business and what kinds of automation and processes she already has in place.

By the way, in this week’s Friday Freebie, I am giving you an on-boarding checklist so that you never miss anything when bringing on a new client. Some items will be back-end things to do and other items will be the things you need to do with/for your client. Make sure you are on my email list to get access to it!

P.S. When you are ready, here are four ways I can support you in your business:

1.  Snag a copy of the free report, “5 Ways an Online Business Manager can Impact Your Business and Increase Your Profits.“

In this report you will discover just how much freedom and success you can have in your business if you stop doing everything alone.

2. “Like” my Facebook page.

It is the place to be to get free weekly training, support, and encouragement in growing and automating your business.

3. Sign up for a Business Audit Mini-VIP Session.

During this session, you will discover the gaps and holes in your business processes, where in  your business you can delegate and automate, and get a strategy to help you make more money, take better care of your clients, and create a better work/life balance.

4. Work with me and my team privately.

I have several packages and programs to help you run a successful, profitable, and enjoyable business. I can help you see the big picture of your business and then create a strategy to move your business forward. Then, I can help you implement that strategy. Take a moment to learn more and get on my calendar today.