Although you’re likely to have gone over your process with the client, you should go over it again in the onboarding process. Set up ways to ensure you check in and review everything with the client at important points in the job process, like:
Your client may not have taken in all of the information in the initial conversation. You may also have more technical knowledge that the client has trouble understanding. This is a great opportunity to share your process one more time and allow your client to ask questions and get concerns out of the way before you get started.
Sometimes it is best to look at the onboarding process as steps in a journey. Make sure you help the client move through each step so you can be sure everyone is aware of what’s going on, and everyone has the right information when they need it. The best way to do this is to have a step-by-step guide that outlines what to do and when. So that anyone in your business can handle the client onboarding process and nothing gets missed.
It should look something like this:
Client onboarding is crucial in building and maintaining good relationships with customers, while ensuring that you’re on top of each job.
Key points for good client onboarding are: