Some people confuse lead generation and client onboarding. The games with client onboarding begin only when your lead agrees to be a client. This is an opportunity to set things straight regarding the project and build genuine relationships with your clients by showing interest in their problems.
If you are a client-focused business, such as a digital agency, business consultancy, or an accounting practice, you should get familiar with these 5 tips for a stress-free client onboarding process.
5 Steps to Success
Once you get an approval from a client who would like to find out more about your services, here’s how to keep them around. If you manage to wow the client right away, you will have a way higher chance of completing the onboarding process successfully.
1. Personalise the Experience
Your first goal is to make your client feel welcome. The best tip on this is to personalise the relationship. You do this by personalising your approach so your client has a better experience. For instance, tailor emails to individual clients’ needs. You can also reach them through a video. Although creating videos is time-consuming when compared to writing emails, videos drive more attention and engagement, which is something you really need from the beginning.
2. Collect Information
In BookkeeperQuote, we have Checklists that you can download and send to your Client to gather such data/information. Also, we have some great ‘Internal’ checklists for in-house use so you can keep track and streamline your internal workflow!
3. Get the Project Rolling
Once you have the needed info, pass it to your team. Summarise the project, present your client’s expectations, do additional research about their business and set a rough timeline. Provide your team members with necessary materials and ensure you all are on the same page.
4. Keep Communication Consistent
Set up a communication schedule with your team members and your client as well. You need everyone’s feedback if you want to make sure the whole onboarding process ends up successfully.
If you are not on the same page with the client, you won’t get anywhere. Speak up about your expectations but, more importantly, ask for their approval before making any action.
5. Have a Kickoff Meeting
Finally – you are there! It is the time to get this project off the ground. Talk to the client about the actions you’ve taken, challenges you met, but also about any concerns and doubts they may have. Then, once you feel the moment is right, give your client one more reason to stick with you.
Share success stories about similar projects you had done in the past, give them some useful material to read – anything that shows a little bit of extra effort. But don’t be too pushy. Give your client a day or two to take it all in. Then, have a check-up call instead of sending an email. You’ll see – they will be more than pleased to continue working with you.
Stick to this simple 5-step process on how to onboard a new client and you will never have difficulties with your business in the future. If you run an accounting business, our simple-to-use app can help you with the onboarding process as well. Contact us for more info!