What are the best practices for client communication after onboarding?

1 Define your communication plan

One of the first things you should do after onboarding is to create a clear and detailed communication plan with your clients. This plan should outline the frequency, mode, purpose, and format of your communication, as well as the roles and responsibilities of each party. For example, you might agree to send weekly progress reports via email, schedule monthly calls to discuss milestones and issues, and use a project management tool to share updates and feedback. Having a communication plan can help you avoid misunderstandings, confusion, and delays, and ensure that your clients are always informed and engaged.

2 Adapt to your client's preferences and style

While having a communication plan is important, it is also essential to be flexible and adaptable to your client's preferences and style. Different clients may have different expectations, needs, and personalities, and you should tailor your communication accordingly. For example, some clients may prefer more formal and structured communication, while others may appreciate more casual and personal touches. Some clients may want more frequent and detailed communication, while others may only want to hear from you when there is a problem or a change. By adapting to your client's preferences and style, you can show respect, empathy, and professionalism, and foster a positive and collaborative relationship.

3 Provide value and insight

Another best practice for client communication after onboarding is to provide value and insight in every interaction. This means that you should not only communicate what you are doing, but also why and how it benefits your client. For example, you might explain how your deliverables align with your client's goals, how you solved a challenge or improved a process, or how you measured the impact or results of your work. By providing value and insight, you can demonstrate your expertise, credibility, and value proposition, and make your client feel confident and satisfied with your work.

4 Seek feedback and act on it

A fourth best practice for client communication after onboarding is to seek feedback and act on it. Feedback is essential for improving your performance, meeting your client's expectations, and resolving any issues or concerns. You should ask for feedback regularly and in different ways, such as surveys, ratings, testimonials, or open-ended questions. You should also acknowledge, appreciate, and respond to the feedback you receive, and show how you have implemented it or plan to implement it. By seeking feedback and acting on it, you can show your commitment to quality, excellence, and customer satisfaction, and strengthen your client's loyalty and trust.

5 Celebrate successes and milestones

A final best practice for client communication after onboarding is to celebrate successes and milestones with your client. Celebrating successes and milestones can help you acknowledge the achievements and progress of your work, appreciate the efforts and contributions of your team and your client, and reinforce the value and impact of your work. You can celebrate successes and milestones in different ways, such as sending a congratulatory email, card, or gift, sharing a testimonial or case study, or hosting a virtual or in-person event. By celebrating successes and milestones, you can create a positive and memorable experience for your client, and foster a long-term and mutually beneficial relationship.