Have you ever visited a restaurant that looked good on the outside but was dirty and run-down on the inside? Maybe there were bugs in the corners and dirt on the cutlery.
Whatever the reason, you decided that, despite the pretty exterior, this wasn’t a place you trusted for your business.
Well, it’s the same for you.
If your onboarding process is messy and full of bugs or complicated steps, your clients aren’t going to trust you with their business.
The solution is to make your onboarding process as clean and efficient on the inside as it looks on the outside.
What is an Onboarding Process?
The onboarding process is the first interaction new clients will have with your business. It builds trust, opens communication, and gathers the information that both parties need to succeed.
It also sets the tone for the relationship, so having an efficient onboarding process will set you up for a successful partnership.
Therefore, here are three ways to improve your onboarding process and make it something your new clients will enjoy.
Templates and Automation
The first thing to do is create templates for everything. Contracts, invoices, NDAs, and anything else they need to sign should have a dedicated template. That way, you only need to customize it to the client’s details instead of re-writing the same document over and over again.
Next is automation. Get software that allows you to schedule and send the documents automatically. It should also allow you to customize the documents as needed, making it a more personalized experience for your client.
Once you have both of those in place, you’ll be amazed at how smooth they make your overall process- both for you and your clients.
Reminders
Everyone needs reminders, and they can help you (and your client) keep track of any missing documents- such as an unsigned contract or an outstanding invoice.
The easiest way to create reminders is to use your CRM software since all your client info is already there. However, you don’t want to overwhelm them with reminders, so I recommend sending one after three days, then five, then seven.
Use them to check in with your clients, get updates, answer their questions, and see what (if anything) has changed about their needs.
Speaking of needs, if your client is on vacation, sick, or has any reason to be offline or unreachable, make sure you’re changing your processes to include the new timeline. Ask them when you can send the next reminder and adjust accordingly.
Onboarding Expectations
The final (and best) thing you can do to improve your onboarding process is to set your expectations early. I recommend using the email directly after the welcoming email to reiterate your agreement and set expectations, which can include the following info:
- What they can expect from you
- What you can expect from them
- Their ultimate goal
- The material they need to reach that goal
- What they paid for
- Estimated results
- Working hours
- How long it takes you to respond to messages
By setting your expectations from the beginning, you can help them be realistic about your business, keep everyone on the same page about the relationship, and eliminate potential problems before they begin.
If a client has a problem with you setting boundaries right away- consider that a red flag and be cautious as you continue your relationship with that client.
Final Thoughts
Your onboarding process is an essential part of your business. It’s the first interaction your clients will have, and it needs to start building that relationship from the get-go.
If your onboarding process is cluttered and complicated, they’ll run before they even begin. However, by using the tips above, you can improve your onboarding process and make it as shiny on the inside as it is on the outside.
