Creating a top notch client onboarding experience is the key to demonstrating your value early on in a working relationship. But what really makes a great client onboarding experience? And what should you include in your process? Let’s dive in!
Let me tell you a little story about when I first started working online. I’d finally built up the courage to leave my job as a corporate business development manager, and I’d started working as a freelance virtual assistant. I was totally new to the online space, and naturally, my focus was on landing as many clients as I could (mama had bills to pay, after all!).
I didn’t have any official onboarding process for new clients. I’d hop on a call with them, talk about the services I offered, send over a contract, and get straight to work. The process worked ok, and so I never thought of changing it – the old, “if it ain’t broke, don’t fix it” philosophy.
But then I landed my biggest client EVER – a “7-figure bigwig” with a booming business… That’s when I realised there was a HUGE flaw in my process (or lack of!).
All of a sudden, I was getting urgent requests at 10pm to my cell. They expected me to go above and beyond my contracted hours, without prior notice. And I was expected to do management-style tasks that weren’t within my role.
I’d unwittingly bought a one-way ticket to business burnout. I found myself working late into the night, feeling resentment for the client because of how hard they were pushing me, and being p*ssed off at myself for not setting boundaries early on.
If I’d have had a buttoned-up client onboarding process in place, ALL of that could have been avoided.
Taking time to properly onboard a new client is an important part of the initial service experience that can easily be overlooked. It’s crucial when it comes to setting client expectations, eliminating overwhelm, and having your clients raving about you and your amazing services to their friends and colleagues.
That’s why in this video, I’m revealing my “6 Simple Steps for a Seamless Client Onboarding Experience”. You’ll discover:
- What a client onboarding process is (plus how to get started with building out yours)
- The 6 most important elements every client onboarding process should contain
- How to personalize your onboarding process to give clients a white-glove experience
- Why having a killer client onboarding experience is the key to differentiating yourself from your competitors (and leaving a positive lasting impression!)
Click on the preview below to watch now:
Here’s a rundown of what I cover in this video:
- [00:00:35] Special Event for Online Service Providers: OBM Week
- [00:01:10] What a Client Onboarding Experience is & Why It’s SO Important
- [00:02:42] Step 1: Personalized Welcome
- [00:04:43] Step 2: Collecting & Auditing
- [00:06:31] Step 3: Creating a Plan
- [00:09:11] Step 4: Communications
- [00:11:02] Step 5: Client Check-Ins
- [00:12:43] Step 6: Refining & Improving Onboarding Systems
Want more strategies for landing & retaining clients online? Join me for OBM Week, a free 4-day virtual masterclass series, where we’ll be diving deeper into client experience. Save your spot now: https://www.sarahnoked.com/obm-week
Like and Subscribe on YouTube
Want to get notified when I drop a new video? I’d love for you to like this video on YouTube, or leave me a comment letting me know what you thought about the video! This helps me to bring you the best content, and support more people like you towards creating the online business they dream of. Click here to head to my video, hit the ‘thumbs up’ button, then scroll down to leave me a comment.
AND if you haven’t done so already, subscribe to my YouTube channel. I’m bringing out a new video every week, and by subscribing, you’ll never miss a thing! Subscribe now!
Free download: OBM Starter Kit
Need help with setting up your virtual office? Take the first step by downloading my free OBM Starter Kit. You’ll discover what an OBM is, the types of clients we work with, and a step-by-step plan for getting started with online tech tools
Grab Our FREE Online Business Manager Starter Kit
Download this free guide used by over 10,000 online service professionals. Inside you’ll find practical guidance and proven steps for setting up your own profitable online business, so you can quickly start working online.