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How can you build rapport with unresponsive clients during onboarding?

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Onboarding new clients is a crucial step in account management, as it sets the tone and expectations for the rest of the relationship. However, sometimes you may encounter clients who are unresponsive, busy, or reluctant to engage with you during this process. How can you build rapport with them and ensure a smooth and successful onboarding? Here are some tips to help you overcome this challenge and create a positive impression.

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Asha Kanta Sharma

Manager - Finance & Accounts @ Opendoors Fintech | Financial Accounting
Michaela Oakley

Tailoring bespoke experiences to global sporting events for groups and businesses
Connor Morgan

Vice President of Business Development at Cindavi

1 Communicate clearly and frequently

One of the main reasons why clients may be unresponsive during onboarding is that they are not clear about what you need from them, what they can expect from you, and how the onboarding process works. To avoid confusion and frustration, you should communicate clearly and frequently with them, using multiple channels and formats. For example, you can send them a welcome email with a summary of the onboarding steps, a timeline, and a checklist of tasks and documents. You can also follow up with phone calls, video calls, or messages to remind them of deadlines, answer their questions, and provide updates. By communicating clearly and frequently, you can show them that you are proactive, organized, and attentive to their needs.

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Asha Kanta Sharma

Manager - Finance & Accounts @ Opendoors Fintech | Financial Accounting
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Building rapport with unresponsive clients during onboarding is crucial for a positive and collaborative working relationship. Strategies include initiating regular communication, personalizing messages, asking open-ended questions, providing clear expectations, offering additional support, sharing success stories, highlighting the value proposition, expressing empathy, providing regular updates, adapting to the client's preferred communication style, offering flexibility, seeking feedback, arranging regular check-ins, celebrating small wins, showcasing the team's expertise, clarifying roles and responsibilities, providing additional resources, reassessing and adjusting strategies, and demonstrating commitment to long-term success.

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2 Build trust and credibility

Another reason why clients may be unresponsive during onboarding is that they are not sure about your expertise, value, and reliability. To build trust and credibility with them, you should demonstrate your knowledge, skills, and achievements in your field, and how they can benefit from working with you. For example, you can share relevant case studies, testimonials, or success stories from your previous or current clients. You can also showcase your credentials, certifications, or awards that prove your competence and professionalism. By building trust and credibility, you can show them that you are qualified, confident, and capable of delivering results.

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3 Personalize and customize

A third reason why clients may be unresponsive during onboarding is that they do not feel a personal connection or a sense of alignment with you. To personalize and customize your approach, you should learn more about them, their goals, their challenges, their preferences, and their personality. For example, you can conduct a discovery session, a survey, or a quiz to gather information about their background, needs, expectations, and feedback. You can also use their name, their company name, their industry, or their location in your communication to make it more relevant and specific. By personalizing and customizing your approach, you can show them that you are interested, empathetic, and adaptable to their situation.

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Michaela Oakley

Tailoring bespoke experiences to global sporting events for groups and businesses
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By personalising your communications it highlights your product/service as premium as well as emphasising the tailor-made approach you take with clients. The onboarding party may not be the contact you closed the sale with, by taking a personalised approach you are opening this new relationship strongly.

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4 Add value and delight

A fourth reason why clients may be unresponsive during onboarding is that they do not see the value or the benefit of engaging with you. To add value and delight to your interaction, you should offer them something extra, unexpected, or useful that can help them achieve their goals or solve their problems. For example, you can send them a free resource, a tip, a tool, or a recommendation that can improve their performance, efficiency, or satisfaction. You can also surprise them with a gift, a card, a compliment, or a gesture of appreciation that can make them feel special, recognized, or rewarded. By adding value and delight to your interaction, you can show them that you are generous, creative, and committed to their success.

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5 Ask for feedback and action

A fifth and final reason why clients may be unresponsive during onboarding is that they do not have a clear or urgent reason to respond to you. To ask for feedback and action from them, you should use open-ended questions, calls to action, and incentives that can motivate them to engage with you. For example, you can ask them how they feel about the onboarding process, what they like or dislike, what they need or want, and how you can help them better. You can also invite them to take a specific action, such as signing a contract, completing a form, joining a meeting, or giving a referral. You can also offer them a discount, a bonus, a trial, or a guarantee that can encourage them to act quickly. By asking for feedback and action, you can show them that you value their opinion, involvement, and collaboration.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Connor Morgan

Vice President of Business Development at Cindavi
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When a manager becomes unresponsive, our tendency is to increase the volume of our outreach. “This manager hasn’t gotten back to me, so I’m going to call him in the morning, over lunch, and at the end of the work day.” Rather than increasing volume, float a calendar invite to connect several days out. More often than not, an unresponsive manager is just busy - which is one of the reasons they may be leveraging you in the first place. Be proactive rather than reactive, and float them a brief message with an invite to connect. Let them know you’re flexible to their schedule.

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How can you build rapport with unresponsive clients during onboarding?

1

2

3

4

5

6

1 Communicate clearly and frequently

2 Build trust and credibility

3 Personalize and customize

4 Add value and delight

5 Ask for feedback and action

6 Here’s what else to consider

Account Management

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How can you build rapport with unresponsive clients during onboarding?

1

2

3

4

5

6

1 Communicate clearly and frequently

2 Build trust and credibility

3 Personalize and customize

4 Add value and delight

5 Ask for feedback and action

6 Here’s what else to consider

Account Management

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