You have gone through phone calls, emails, meetings, and video chats and finally, you have landed your new client. It's now time to set yourself and your client up for long-term success. Having a solid and efficient onboarding process is crucial to position yourself for delivering the best possible product and experience.
Client onboarding is the process that is used when you welcome new clients and the initial step they take on their journey with your agency. During this time, you'll address any questions and concerns that your client may have, which aids in making sure you're both on the same page and managing expectations. It is also a chance to give your client confidence that you have what it takes to achieve the desired outcome.
During the onboarding process your client should gain the understanding, knowledge and necessary tools to become an informed and engaged client. At the same time, your agency will also gain the understanding, knowledge and necessary tools needed to be the best service provider. To make sure your onboarding process sets the project up for success, there are some best practices that you need to consider implementing when you are developing the onboarding strategy for your client.
Best Practices of New Client Onboarding
- Begin Communicating Immediately: Immediate communication is vital to establish an effective kick-off. Any reason to communicate with them, even if work hasn't yet begun, is a good idea. Losing contact may equate to losing the client or their confidence.
- Gather All Required Data: One of the most important things you can do is gather all required data from your client at the beginning in an organized fashion. This could include the scope of the project, goals, materials or content needed, expectations, etc. You want your team and the client to have a clear understanding of who is responsible for providing the necessary components of the project.
- Make Clear Expectations: In order to meet your clients' goals you must first outline what those goals are. What outcome do they consider a success? Do they have a clear vision? You want to make it as easy as possible for them to articulate their goals and expectations.
- Brief Your Entire Team: Teamwork is essential for success, so you'll want to make sure anyone involved is educated on the client and the project. Your team needs to have a clear understanding of the goals and what is expected of them in order to achieve those goals.
- Show Your Value Quickly: You want to deliver quick wins early on. Small successes that you can provide quickly give the client confidence in your ability to deliver a great outcome.
It's important to spend the necessary time and energy when onboarding new clients. A solid process will set yourself and your client up for success!