Client Onboarding

Updated: May 17

If you are a fairly new business or you've been going for a while, but you don't actually have a process, then I've actually got a free Client Onboarding Trello board, with videos and checklists.



Where Did They Find You?


It all starts with that initial contact. When somebody contacts you, do you always know how they found you, where they came from? Were they were recommended to you?


How are you tracking that?


The Discovery Call


Is it something that you need to do in your business?


They help to get to know the person, see if you resonate with each other and whether you can actually assist them.


You could do it via messenger or via Instagram DM. If somebody is happy to start working with you via messenger or a DM, then you don't need to step on that call.


Try and keep it to that 15 minutes. This is definitely from experience.


Questionnaire


If you are doing that discovery call or if you're not, do you have a questionnaire that you send? For example, a Google form? It could be a little quiz that you send.


Have you received that questionnaire or that quiz? If you haven't, what is your process for following up on that?


It might be a canned email, it might be part of your onboarding automation in your email service provider.


Do you have a process for somebody who hasn't sent that questionnaire back?


Have you reviewed the answers to the questionnaire?


Professional Profile


Do you send a copy of your professional profile document?

If not, jump onto Canva and make one for yourself. I would have a photo of you. I have mine on my front cover because people want to see who you are. They want to know a little bit about you, a little bit about your background, what services you offer, what your terms are, how you work, what your hours are and things like that.


If you are part of affiliations or associations add those and don't forget to add a thank you page and your socials in there.


Discovery Call


Now onto that discovery call or proposal. If you're having that discovery call, remember to send a reminder 24 hours before the call, and maybe even send another one an hour before the call, if you want to.


You could use Calendly, Acuity or YouCanBook.Me, for example, You can actually set those up so that they can go through for you so you don't have to remember.


Remember to automate as much as possible but keep it human. If something doesn't link, you can always use Zapier to create a link to that, which will automate it for you.


Then the call takes place and you absolutely nail it. Yes!


We've Got That Client - What's Next?


Do you then do you send a thank-you email? Again, you can use a canned response from your Gmail, but make sure that you personalise it.


Proposal


Do you need to draft a proposal when you're doing that? Think about the value, the value to the client, and not necessarily the time, because when you first start, say you do a slide deck and it takes you two to three hours, but then when you get faster and faster, it's only going to take you an hour.


If you're charging hourly, you're only going to then be charging an hour where you were originally charged three hours. Think then about the value to the client.


If you think, it takes me three hours and my hourly rate is $50 an hour. So a slide deck is three hours up to X amount of pages or whatever it is that your service is, it might be that you're a healer, or it might be that you sell something else, whatever it is.


Think about the value to the client and not the time it takes you because they're paying for your experience. They're paying for your skills and they're paying for your knowledge. Remember that all of those things count.


Then the next thing to do is send that proposal.


So check in with them after 24 to 48 hours, do they have any questions? Do they need you to clarify anything for them?


What happens if the proposal is not signed? What's your process for that? Again, this could be a part of that automation. For example: do you have any questions? Do you need me to clarify anything before you sign the proposal?


Once you've got that proposal, send them a message to say thank you.


Contract/Invoice


Before that process, we've got the contract and the invoice.


They've signed their proposal. So now you need to prepare your contract because you want to cover all your basis. You need to be having a contract that has legal ramifications. If something untoward happens. Prepare your contract, prepare your invoice if you need to.


It might be that they're paying a deposit or they might be paying off in full, which is awesome.


Once you've got that back, save a copy on the client's card. You can even make a Google folder for the client so that the contract stays in there that you share with the client.


If you don't use a CRM system at the moment, that's what I would suggest that you keep everything in a Google Drive or a Dropbox and that it gets shared with that particular client, so that you've both got access to those signed documents.


Once your invoice has been paid, add it to your expenses planner - income coming in because you'll need that for your tax purposes and then chase that contract if you've not received it after 48 hours.


Working with the Client


Then I would create the client's own board if that's how you're going to work. If you're going to work with Trello, you can create a client board. If the client's not going to work with you in there, you can just create a client card within your client board. Add in their proposal, invoice, contract etc. You can also add links to their social media, to their website and whatever other details they share with you.


For example, I get logos, I get colour codes and fonts. All of those things would stay inside that client's file.


Client Welcome Pack


Again, if this is something that you don't do, think about all of those things that you need that client to know. What happens if you go on holiday or you're sick, what hours do you work?


You could have in the document other resources for people that you work with other businesses say, you might know somebody