Over my time working as COO (What’s a COO?) to multiple 7-figure business owners in the online space, one thing I’ve tackled in every single one of their businesses is their client onboarding process. For so many, this process starts off very manual. Therefore as the business grows, it becomes inefficient and time consuming. Many of my clients have come to me spending HOURS a week on their onboarding. And this is on top of all the hours required of them as a busy CEO to meet the high demands of the rest of their business. It’s no wonder they also come to me burnt out, lacking motivation and feeling as though they’ve lost the spark that once ignited the passion behind their business.
Since working with us these clients have been able to streamline the integration of new clients into their businesses and completely automate their onboarding processes without losing the personal touches that make them the stand outs in their industries. Meaning that they have hours freed up in their calendar every week that can be spent doing more of the things they love and pushing the business forward. Critically, they no longer need to lose sleep over providing the best onboarding experience.
In helping our clients reach this stage in their businesses and through the constant cycle of refinement we’re always going through with our own onboarding process, I think it would be safe to say that we’re well versed in the realm of Client Experience and onboarding. We know what works and what doesn’t and more importantly we know how to build an onboarding process that works for you. So if you want to build yourself an optimised and tailored system that supports both you and your clients, look no further. I’ve written this post just for you.
What Is The Client Onboarding Process?
The client onboarding process is every step taken in order to successfully integrate a new client into your offer, program and/or business. It’s involves the signing of contracts, the swapping of important information and details, and most importantly it is the establishment of the new working relationship between you and them. It’s your chance to set the tone, excite and motivate them for what’s to come and help them to feel confident in their recent investment in you.
The Impact Of Your Onboarding Process On Your Customers Experience
Your client onboarding process has the potential to create massive impact (both negative and positive) in your client experience and your business as a whole. I’m going to dive into both so that you can walk away from this with all of the information you need to make smart and informed decisions regarding your onboarding process moving forward.
The Impacts Of An Un-Optimised Onboarding Process
As I mentioned earlier, when you first start your business you’re still figuring it all out. You score your first client and so you ping them their contract via email. From there it’s a calendar invite here, a request for access there and a “can you send me log in details”. Then because you’re amazing at what you do you sign another client, and another. And before you know it your spending HOURS a week sending contracts, requesting details and chasing up clients. (Not efficient or productive for either party). You end up not being able to deliver the best version of yourself or your service to your clients. You find you don’t have time for other area’s of the business such as marketing or team. And ultimately, see these negative impacts fuel the decline of your business and it’s progression.
The Impacts Of An Optimised Onboarding Process
On the other side of this, having an optimised onboarding process has the ability to catapult your businesses growth and success. If everything is standardised and automated you can be confident that your new client is getting everything they need in a clear and concise manner, that your value and personality is shining through and that you’re getting everything you need from them to ensure lasting, long-term success, without having to lift a finger. You can launch a new offer or program as often as you want now that your clients can onboard themselves day or night. And you have all of the information you need at the click of a button. (P.s. Once your onboarding process is organised and up to date, it’s SO much easier to refine and maintain).
Why Is It Crucial For Businesses Now?
The onboarding process has always held an important place in the realm of business. But in an ever growing market, it’s no longer enough to just be good at what you do. Client experience is EVERYTHING. And it starts with your onboarding. Your onboarding is a chance to set the tone for your clients entire journey, right up to off-boarding (or potentially even re-sign). And it’s important to get it right. Therefore putting systems in place to support you is VITAL. And luckily for you we have tones of resources that you can use to do just that. To check them out head to the shop.
