A client onboarding system that functions well is key to bringing new clients into your business. When you create that system you want to build an experience that delights your clients and saves you time.
Different ways a client onboarding system saves time
1. Discovery calls
Having a short call with a potential client is the starting point for many a client onboarding system. Traditionally called discovery calls, or sales calls, they’re an effective way to learn what your potential client needs and whether you can support them.
There are four parts to a discovery call:
- An invitation that is specific enough to attract the right people
- An automated way for people to book in for a discovery call e.g. by using a calendar scheduling tool like Calendly
- An automated way for you to receive the information you need for that call. This information can also mean that time isn’t wasted hosting discovery calls with people who aren’t a good fit. If you can see from their answers to your questions that they’re not a good fit for your services, or at the wrong stage of their customer journey, you can reach out to them with further questions or an alternative suggestion.
- A streamlined process for the call. By having a clear set of questions to ask during the call, and a note of the information you want to share, your call will run more smoothly and within the time you’ve allocated to it.
You can adapt this process to include an application form that needs to be completed before a discovery call can be booked. This can be useful for a small group program, like a mastermind, where the personality of the person can be just as important as their stage of business.
If you notice the same questions being asked again and again, you can adapt your process to answer those questions early on e.g. a description of your services or your pricing.
Working your way through, and setting up, the four parts of a discovery call will save you time.
2. Gather information without multiple emails
Once you have a successful discovery call you want to ensure that you gather the information you need from your new clients without sending multiple emails.
Start by listing out all of the information you’ll need. Then consider how you’d like to collect the information.
There are a number of different ways to collect information. What you use will depend on the type, and amount, of the required information. For example, a website designer will need to receive a large amount of written copy and photos.
Be clear on what the type of information you need e.g. format of photo, and where you wish the information to be transferred e.g. client folder in Dropbox.
When you’re clear on information you need, and you make it really easy for your clients, there won’t be a need to send multiple emails which saves you time.
3. Reduce time spent answering questions from new clients
When a new client comes on board we want to make sure that they feel listened to and that they have all of the information they need to feel confident about the process you’ll be taking them through with your service.
Consider, from your clients’ perspective, what information it is necessary and useful for them to have.
Then consider what is the easiest way to convey that information. It may be a short welcome email or a welcome document that contains everything in one place.
By taking the time to design your client onboarding process you’ll reduce the number of questions your new clients need to ask and the time you need to spend answering.
4. Use templates
By using templates within your client onboarding you’ll save yourself significant time because you won’t be starting from scratch with every client. You’ll also be giving your client your best efforts by creating those templates, as you won’t be putting something together in a hurry.
To me, if something is repeated it can benefit from a template. This would include welcome emails, contracts, invoices, welcome documents.
5. Managing your client relationships
As a service based business you’re responsible for managing not only the client onboarding process, but the entire relationship with your clients.
There are plenty of software platforms that operation as a CRM (client relationship management). One of my core messages is to ensure that your system is working well for you before bringing on any software tools. That way you can be sure that the tool supports your system, rather than your system having to fit around the features of the software.
Knowing what you’d like the tool to do for you also provides you with a convenient shopping list for when you’re ready to invest in software.
You can start very simply with a spreadsheet, or a project management tool like Asana. Get your system working well for you then upgrade if you need to.
Designing a client onboarding system that is tailored to your client’s needs, and the way you want to run your business, means you’ll be able to provide a great client experience while saving yourself a lot of time.
Ready to map out a process that is tailored to the needs of your client, your business and you? Book in a free call with me. I’m a total systems geek and I’d be happy to talk to you about systemising your business and freeing up your time.
