Onboarding Strategies & Setting Expectations

by : Rahul Kavaiya

What is Onboarding?

Onboarding is the process of getting new clients up the speed so that we can :

1) Work Together effectively2) Get all the information we need3) Have a great relationship with our clients

Onboarding refers to the process in which:

New clients acquire the necessary knowledge of our product, understanding, and tools needed to be a good clients

Instead of onboarding we could just call it “first-time customer experience”.

We closed the sale, landed a new clients, and received the signed contract — but then what?

We may be wondering:

1) How do we onboard new clients to ensure everyone is on the same page?

2) How do we make sure we have all the information we need and they have all the information they need?

3) How do we help clients understand and feel the value in our services before even getting started?

Let’s get started...

System & Process Matters?

Systems and processes allow us to create consistent experiences for our team, and our clients — and when we have consistency, we are able to track effectiveness, efficiency, profitability, and quality.

Documented processes ensure consistent clients experiences & when systems are documented:

1) Benchmarks for quality control are created2) clients have consistent experiences and greater confidence on us3) The process can be taught and delegated4) Tasks, actions, and more can be automated

“People will forget what you said, People will forget what you did, but People will never forget how you made them feel.”

― Maya Angelou

How our clients feel about the way the project starts will set the tone for the entire project —

So, We set the tone for the project for new clients : -

1) Quick 10-15 Minute phone call2) Clients affirmation & Confirmation3) Clients education & Value Delivery (Training tool & Education resources upfrontly)4) Clients information & Dig deep (Easy to use forms & Questionnaires)5) Setting expectations

Basic Onboarding Tactics

A clear onboarding process is proven to increase confidence and satisfaction, improve productivity and performance, and reduce stress and confusion.

Some of the Basic tactics we can use in this process includes :-

1) Physical Meetings2) Hangouts or Skype Call3) Product Education Videos 4) Printed Study Material5) Digital communication6) Task & Reminder7) Forms & Questionnaires8) Product tour9) Third party tie ups 10) Try demo

The goal of a successful onboarding process is to help reduce confusion and increase clarity so it is easier for clients to get you what you need and for you to serve them with confidence—

To create our own clients onboarding process, We first need to review our current process:

What is working great right now?

Where are we or our clients getting stuck or encountering a bumpy road?

What tasks are we repeating for every project we take on?

What type of experience are clients having now and how/where can we improve it?

We need to outline and understand:

What new clients need to know?

What new clients need to learn?

What we need them to do?

What they need from us?

What we need to do?

How can we add value and create a stellar experience?

Thank you

by : Rahul Kavaiya