Onboarding is the process of integrating a new client into your business.

When a client starts working with you, it is important to make them feel welcome. Think of this process as an opportunity to leave a lasting impression on someone who may eventually become your most loyal customer. Here are five things that can help make the process enjoyable for both parties:

Give them a “Welcome Packet”

Provide a detailed onboarding guide. This will help them to get familiar with your processes and procedures as quickly as possible, and it can be used for their reference moving forward. Some things to include in your guide could be things like:

  • How to log into your system
  • Your company’s contact information
  • How to request support or a contact form specifically for questions related to your project
  • The process for requesting revisions/changes
  • Your office hours
  • How to communicate
  • Any policies you have

Be Responsive

Make sure you are responsive to their questions and needs. The last thing a client wants is to feel ignored or left in the dark. If they have any questions or need help with something, make sure you are available to assist them as soon as possible. Along this line, ensure they are aware of your turnaround time. You can add that to your Welcome Guide so they know you return messages in a 24-48 hour period.

Keep Them Informed

Make sure you keep them informed on the project’s progress. This includes sending them regular updates, sharing relevant files and images, and letting them know what steps you will be taking next. Letting them know what is happening (and has happened) will help to reduce any confusion or uncertainty they may feel.

Set Expectations

One way to avoid misunderstandings is to set clear expectations from the beginning. This means letting your clients know what you can and cannot do for them, what your turnaround time is, how you like to communicate, and any other relevant information. Doing this will help to ensure that everyone is on the same page. Some things you may want to consider including are:

  • Your rates and billing information
  • Deadlines for deliverables
  • The process for requesting changes/revisions
  • How often you will be in touch
  • What type of communication is preferred (email, chat, phone, etc.)

Make Working With You Fun!

Last but not least, make working with you a fun experience! This can be done by injecting your personality into the project, being friendly and engaging, and keeping things light-hearted. Onboarding is an important part of client relations. When it comes to onboarding clients, think of everything you can do to set them up for success. Following these tips can help to make the process more enjoyable for everyone involved. And who knows, you may even gain a lifelong customer in the process!

Most clients move through specific and predictable phases in a client journey. Download this FREE guide, “Understanding the 6 Phases of a Client Experience” to learn the steps your clients take so you can create intentional workflows.

Click HERE to download your free guide