The client onboarding process is an essential step to ensure a smooth transition and establish a strong relationship. Agencies can use a structured checklist to gather important client information, align expectations and reduce miscommunication risks.
This onboarding process includes collecting basic client details, scheduling a kickoff call and setting up project tasks. It also focuses on understanding client goals and how they define success.
1. Get Started on the Right Foot
The easier you make it for your new clients to get started, the more satisfied they will be and likely stay with you for a long time. To avoid human error during client onboarding, it is helpful to clearly systemize your process with a checklist that specifies the precise steps that need to be taken.
A welcome email that introduces your team, the client, and any necessary documents is an essential part of any customer onboarding template. This helps to ensure that all the necessary information is exchanged before a project begins and also reduces friction caused by misunderstandings or delays in documentation. Aboard vs onboard both are words used in terms of vehicles and transportation.
A check-in call with a client is a great way to keep them informed about the progress of their project. It’s also a good opportunity to catalog any red flags or issues that might come up during the process so they can be addressed accordingly.
2. Schedule a Kickoff Meeting
A project kickoff meeting synchronizes your agency with the client on every aspect of their new project. It ensures no questions go unanswered and sets your team up for success.
This meeting can be conducted either virtually or in-person. It’s important that everyone who will be working on the project attends. This includes any internal agency teams that will be working on the project as well as the client and their representatives. During this meeting, it’s a good idea to include some time for introductions and icebreaker questions. This will help participants connect with each other and feel comfortable speaking up throughout the meeting.
The kickoff meeting is also an excellent opportunity to reaffirm all project parameters, such as deliverables, timelines, and payment terms. Reiterating these items will eliminate confusion later on in the process. It’s also a good time to establish who the main points of contact will be for each party.
3. Create a Task List
Depending on your business, you might need to ask for certain inputs from the client in order to proceed to the next step of the project. Ensure that this is made clear from the outset to avoid any misunderstandings or surprises down the line.
It’s also important to set timelines and milestones throughout the process. This will help you stay on track and ensure that the client receives the best possible service.
When creating a task list, try to keep the tasks small and manageable. This will prevent the client from feeling overwhelmed and discouraged by a long to-do list. Additionally, consider whether any of the tasks could be automated. This can save you time and energy and free up your mind for more high-impact tasks. It’s also a good idea to include a note explaining why the task is necessary. This will help to foster a trusting relationship.
4. Set Up a Meeting
As part of your client onboarding process, you should schedule a meeting with your team and the new clients. Whether this is in person or via conference call, it’s important that everyone involved is on the same page and understands their roles and responsibilities. This will help to minimize miscommunications and ensure that all necessary information is shared.
This meeting can also be an opportunity to answer any questions that the client may have. If possible, try to keep this meeting in-person, but if that’s not an option, make sure you schedule a follow up call or email your notes.
Having an effective client onboarding process is essential to building trust and minimizing churn. By following this checklist, you can create a great first impression with your clients and provide them with a positive experience from start to finish. This will ultimately lead to higher customer retention rates and more revenue for your business.
5. Create a Contract
The final step in agency client onboarding is to make sure your team is aware of the new clients and their specific deliverables. This will help ensure that all team members are on the same page, and that no one has unrealistic expectations about project timelines or delivery dates. You’ll also want to set expectations around how you will work together. Having a clear understanding of your role and the client’s role will save time and frustration down the road.
Finally, be sure that you’ve recorded a welcome video for your new client. It’s a great way to add a personal touch and show your excitement about working with them.
6. Follow Up
After completing the onboarding process, it’s important to follow up with any actions you’ve taken. This ensures your client has received everything they need, keeps the lines of communication open and creates a positive experience. Check-up calls are also a good opportunity to nudge clients on any information or documents that they’ve been meaning to send over, especially if an email might have gone missing.
Having a clear client onboarding process reduces the chance of human error and helps you deliver a great customer experience from the start. By following these steps, you can be confident that you’re setting your new clients up for success and will be able to grow your business together. By delivering a great onboarding experience, you’ll have the confidence of knowing your clients will stick around and continue to do business with you. This will increase your retention rate and allow you to focus on your next big project.