It’s finally happened!
All the names have been added to the signature lines after all the meetings, calls, late-night edits, and final approvals. Your company has landed its newest client, and now it’s GO time!
Now what? As the sales to service handoff happens, it is important to remember that how you proceed hereafter can make or break the customer journey.
So, how do you ensure that you and the client are set up for success? You need to create an efficient and effective onboarding process.
What is an onboarding process?
According to Tallyfy, client onboarding is:
“the process of welcoming new clients into your business, addressing their questions and concerns, and ensuring they understand the services available to them. Client onboarding is one of the most important functions for any business because it directly affects the client’s experience with your company, which will affect profits.”
The first 90 days of the customer experience is the most fragile, as well as the most impactful.
Onboarding helps build the customer’s confidence in your ability to deliver on what was promised in the sales process.
It’s a period of time when the customer is excited and interested in the direction and guidance given along their customer journey. They’re ready to build a sustainable plan and dive into everything they need to learn to be successful.
When the health of the relationship and recurring revenue are on the line, it’s essential to build trust, get complete buy-in, and establish clear expectations to ensure value during the relationship.
An effective onboarding process helps to enable success and satisfaction, and when properly executed and maintained, it can inspire loyalty and advocacy.
Creating an effective onboarding process
The first step to creating an effective onboarding process is to identify the lapse in your current process. Ask yourself and your team:
- How is our external communication?
- How is our internal communication?
- What are recurring impediments for our team and our clients?
- What are the repeatable tasks that could be automated?
- What is the happiness level of our clients, and how can we improve it?
Reflecting on these questions allows you to understand and document a better process.
So, what does an effective onboarding process include?
Here is a simple six-step checklist to ensure a successful onboarding program.
1. Welcome the client
The client needs to feel welcome right from the start of the relationship. The welcome process should strive to elicit a response akin to,“Wow, everyone at this party is so nice and welcoming, I’m so happy I came.”
In order to do this, you want to personalize this part of the customer experience. This is a great opportunity to show off a bit, go over the top, and start the relationship with a bang.
One example can be to create a personalized email template that is tailored to each individual client, their program, and yes, even their personalities.
HubSpot shared an amazing article on great Welcome Emails!
Another way companies are wowing their clients in the welcome process is by using video. 54% of consumers want to see more video content from a brand or business they support. Welcome videos can be personalized and tailored to each and every one of your new clients or customers.
However, creating video content can be time-consuming.
By streamlining the process and creating one really well-planned and delivered welcome video, you’ll be able to save time, all while still personalizing your message.