6 Steps for Client Onboarding
Client-onboarding is the process of introducing your new clients to your company and practices. The process includes addressing any concerns and questions that they may have about your ability to work with them. Below are some of the best practices to kick off client-onboarding in the best way possible.
1. Do Your Research
The first step for any new client-onboarding process is to do your research, before sitting down with them. Aside from general information, you need to get down to the nitty-gritty; what makes their company tick? What areas do they need help with? Why are they reaching out to you for help? Make sure you have done your homework on them and come prepared for the initial meeting.
2. Start Communication Immediately
It’s important to have open lines of communications with your client at all times. Don’t wait until they reach out to you to have an important meeting, as not reaching out from the get-go could be the reason you lose them as a client. Social media is another way to initiate communication with a client. Make sure that you’re following them on all of their social media channels to keep up to date with their business.
3. Practice a People-Focused Approach
No two clients are the same. Always be sure to treat your client as though they’re the only one that you have. If your client begins to feel as though you are treating them the same as all of your other clients, they’ll look elsewhere. Be attentive to their specific goals and needs. Acknowledge all of your client’s questions, establishing a relationship built on trust is very important especially since they are relying on you to make a lot of important decisions for their company’s future.
4. Prove Your Value Quickly
Show your value from the start. Whatever that might be for the client, big or small, you need to be able to show that you’re on top of it by the second meeting. Present your goals and be able to show data that you have achieved in the past by doing so, whether that be expanding a social media following or revamping a website.
5. Brief the Rest of the Team
Client-onboarding isn’t just about the client, informing the rest of your team is equally important. They too need to know about the new client’s goals for their campaign. Assign them any materials they will need to familiarize themselves with the company and have a kickoff call with the agency team and the client once they’re familiar.
6. Exchanging Feedback Regularly
Communication is key to any client relationship, if this is lacking it’s likely you could lose the client. Having monthly calls with your client in which you update them on your progress and continue to hear their concerns is vital to any working relationship. Encourage them to share their feedback as well as sharing yours on any campaigns you may be running or day-to-day business.