Day 2/Part 2... Creating a Client Onboarding Process & System

Hey There Gorgeous!!

Welcome back to Day 2/Part 2 of creating your client onboarding system. In day 1 we covered how to create a “Pre Game” process for your potential clients. If you happen to miss day 1 you can always check it out to catch up.

Today we are going to cover how to create a process for after your call with your potential client. We will cover what steps you can include in this process and how these steps can proceed into the next steps of your system.

Are You Ready To Create This Process?--------> Let’s Go!!!

This 2nd step is what I call “Make It or Break It”. The reason I call it this is because this is where you decide if this client was a good fit or bad fit. Your next steps will be creating a process of how to proceed with this person. Will you “Make It” happen or “Break It” off gently.

Now some people have a process where they tell the potential client during the discovery call if they are a good fit or not and as much as I admire that bravery I am not one of those people. Let me explain why I am not one of those people.

1st off I have a hard time looking at someone (If its a video call) and telling them that I don’t think we can work together. -------> Very Coward Like I Know

2nd off I am not always sure during the call if I think that we are a good fit or not. Here’s the thing….. I have those pre game calls that I am 110% sure that I want to work with them and then I have those calls that I am 110% sure I don't want to work with them while I am on the call. But there are those calls that are in the middle. These calls are the ones that I can’t get 100% read on while I am on the call and sometimes I need a little more time to ponder on it. Usually these calls work themselves out within the hours following the call. Whether it's a potential client asking a million question via FB (Facebook) messenger and then getting pissy if I don’t respond right away or if it’s something that still isn't settling with me after time has passed.

-------> Both red flags in one way or another.

Either way it’s best to create a after call process for each discovery call you attend.

Let’s Get Started!!

--- You have successfully met with your potential client and you really enjoyed your chat with them. You either already know if you want to move forward with them or you are seriously considering it but you are taking a little more time. Either way it is time to move forward.

For this part of the process you have decided to move forward with this potential client.

What Now????

*You now want to send this person an email with additional details and the link to their recorded call with you.---->Check Day 1/Part 1 for this step if you missed it

--------> You can send them a “canned” email

--------> This email should include:

*Action Steps & Tips to help their business

*Link to the shared folder you created for their recorded call

*Steps to proceed

*Your scheduling link to book their meetings with you.

(Acuity Link or other scheduling tool you chose)

*Link to access their contract and invoice

(17Hats is great option to streamline this entire process)

*After this email is sent out and the items on the next step list are completed you are ready to send out the next email. This email will be your welcome email and packet. This email is to check in with them and provide them copies of their invoice, contract, and a link to schedule a quick chat with you to briefly go over the Welcome Packet. You will also want to nail down the start date with them if you haven't already.

*Now you have sent them a welcome email and had a follow up call all that's left is getting ready for their start date. This is where you let your expertise really take over and shine. You can always add a few extra tools into your process to make sure that you and your new client is ready for their start date.

For Example:

-----------> Providing your client with a quick start guide.

-This guide could include things like….

* How to use your project management system

* How to provide feedback

* How to schedule appointments (Provide link)

* How to send and retrieve files while working with you

* Another reminder of your office hours (Very important)

* Payment terms and procedure

Once you have created this part of the process you will have completed your client onboarding system. Now this is just a basic outline for creating this system and these steps will definitely get you started in the right direction to organizing the process. Of course you can and should continue to add to this process as you continue to grow your business. There are so many other processes and steps that can be added to fit you and your business better.

When you finally get your entire process mapped out the way you want it you can start creating an automation process for your system. To be honest you can start automating this process immediately if you wanted to but I always suggest you completely map out your process before doing so to avoid having to always reset and tweak it along the way.

Now we have created your basic onboarding system from start to finish we will want to wrap it all up in part 3.

Part 3 will cover:

--------> Parts of each email

--------> Parts of your welcome packet

--------> How to map out your system for automation

As always I would love to hear your thoughts and comments on how you onboard your clients so drop by my Facebook Page and share that with me.