Create An Effective and Efficient Client On-boarding Process

Client on-boarding…. This is a topic that is sometimes overlooked since you may be spending so much time working on finding clients. It is also something that takes away too much of your time if you don’t have it clearly outlined and ready for the next client.

Let’s first consider this…. the first impression a new client gets with you will be your client on-boarding process. So to kick off the relationship in the best way possible, you need to consider how you should be on-boarding them.

Are you following a process similar to this:

– New Client is ready to sign up
– Spend 30 min putting together a contract
– Send the contract as a PDF (that has to be printed to sign)
– Then you have to create the invoice for the deposit in your payment processor platform (another 15- 30 min)oh, and you’ve got a questionnaire that you send over— which is also a PDF

This is not only difficult for you (and time consuming), it is a bit of a hassle for your client too.

Your client on-boarding process should be clear, organized and easy to go through for your client. 

First, I suggest you start off by considering what you need to actually get started with your new client. Then write everything down.

This typically includes:

– A Contract
– A Deposit
– A Questionnaire
– Access to files and logins
– And maybe even sharing your project management tool

Next, I find it super helpful to create a Welcome Packet for your client.

Make sure to include your business policies so that you can set expectations early on. You’ll also want to outline the project details and an overview of the timeline… again you’re setting expectations. As you’re creating your Welcome Packet, consider any questions that seem to come up often from new clients, go ahead and include answers to those in the packet as well.

Now that you have all of these “pieces” you’re ready to put together an on-boarding process. If you’re an online business, (which I’m going to say that you are for simplicity) getting everything into online forms that are easy to complete will be an important consideration. You’ll also want to make sure that all of these pieces are delivered in as few steps as possible. Of course, I am going to suggest that you use Dubsado as a solution to all of these (my favorite CRM, which you can save 20% using my affiliate link here), but there are a few others to choose from in which you can set up similarly. I’m not getting into all those details in this post, but having a platform to store all of your contracts, questionnaires and to process invoices is extremely beneficial in streamlining this process.

Alright, so here we go with what my ideal client on-boarding process looks like:

• • Send a getting started email with next steps which are for them to sign the contract and pay the deposit. It is best to have these steps in the same email, so keep that in consideration of how you can make that happen.
  • Once they have signed and paid, it’s time to send the Welcome email. The Welcome Email is just that, a way to welcome your new client into your business and let them know what that will look like. This is also the time when you’re going to show them that you are already getting started on the project by gathering any required information from them (questionnaire, logins, project management tool, etc.)
  • Done, right?? Not quite…. There are a few pieces that many people forget about that they should consider when they are on-boarding a new client. Did you connect with your client on social media (if they’re a business), did you set up a folder for them in your filing system, add them to your client mailing list, send a welcome gift or card? These are just a few examples.

This is when having a clear client on-boarding process documented and followed in either your CRM and/or Project Management tool is a must. You’re not going to remember every little piece with every client without a clear system in place. You’ll also be a lot more efficient and effective because you will easily be able to build on or improve the process as you continue to use it.

Go ahead and map out what you want your client on-boarding process to look like….  Then, consider what you already have in place and what you’ll need to create. Make sure that you have the process clear and easy to follow so that when you’re celebrating a new client, it doesn’t get overshadowed by the stress of trying to get them signed on.

Feeling a bit overwhelmed? I’ve created a simple on-boarding process for you to “plug and play” into Dubsado. Check my $47 – Dubs in a Day mini course using the link below.