How to Level Up Your New Client Onboarding Process

Whether you’re working with one-on-one clients, running a group coaching program, or a combination of both, your client onboarding process sets the tone for your relationship with your client.

Your client onboarding process is the system you use to welcome clients into your program. Typically, this includes valuable information that helps set expectations and gives your client something to do right away, like joining a Facebook group.

How can you make the client onboarding experience as effective as possible, even if you can’t personally onboard each new client?

Let’s review the elements of a great client onboarding system, and how you can uplevel that process in your business.

Why is new client onboarding important?

The chance to welcome new clients only comes once. You want them to feel supported and confident of their next steps. And you want to make sure they don’t second guess the investment they’ve made in you and your program.

Your client onboarding process is a key part of your branding and marketing. Clients who have a positive first impression and feel supported in your program are more likely to give great reviews and referrals.

And when they know what to expect in your program, they’re tend to stay engaged and get results.

5 simple steps to new client onboarding

1.? ? ? Contract

2.? ? ? Welcome email and video

3.? ? ? Getting started email

4.? ? ? Goal setting email

5.? ? ? All in one place email

The essentials of your client onboarding strategy can be narrowed down to these 5 simple steps. This model allows you to deliver a client-centric onboarding experience without the need for you to personally meet with each new customer.

Contract

The coaching agreement or contract is a document that sets the ground rules for the coaching relationship. It outlines what you deliver in your program, client expectations, and payment schedules.

While this is a legal document signed by you and your customer, your goal is to achieve a balance between necessary legal terminology and setting the tone for the client relationship.

As the first step in your client onboarding process, the contract must be signed by the client and returned to you before you give log in credentials or access to your calendar to your client.

Welcome email and video

Along with the coaching agreement, a welcome email and video should be the first step in your client onboarding process.

This is a simple message, short and to the point. It should thank the client for purchasing your program, mention what your program will help them achieve, and let them know that additional details are coming.

Including a short video helps your new client connect with you as well as delivering the same information in a format that may be easier for your customer to take in.

Getting started email

Once you have a signed contract, the next step in the client onboarding process is the getting started email. There are several elements to this email including:

·? ? ? ? Log in credentials or calendar access

·? ? ? ? Invitation to connect on social media

·? ? ? ? Invitation to private Facebook group

·? ? ? ? Information on how to get additional support

·? ? ? ? Group call schedule (if applicable)

This is essentially a new client checklist of all the things they need to do to get connected with your program and systems.

Goal setting email

The goal setting email helps new clients define what they want to achieve in your program and set milestones.

For example, if you’re a fitness coach your client’s goal may be to lose 20 pounds in 3 months. Or for a business coach, your client’s goal may be to increase their email list by 150 subscribers in 60 days.

Setting a structured goal and sharing that with you and/or the community helps your client become accountable for achieving the goal and increases overall engagement in your program.

All in one place email

Over the prior 1-2 weeks, you’ve sent your new client a series of emails all including important information. This email takes all of that and puts it into a single place, making it easier for your client to be sure they haven’t missed anything.

Sending this much information at the beginning of the client onboarding process would be overwhelming. Providing all of this essential information in a summary format at the end of the onboarding process helps your client better understand the information you’ve already shared with them.

Leveling up your process

Now that you’ve got a great onboarding process in place, how can you make it even better? Here are some tips that you can incorporate into your process. Make sure that whatever you add in is scalable for you and fits into your business model.

Welcome gift

Clients love welcome gifts, especially when they’re unexpected. These can range from a simple welcome card to a t-shirt or coffee mug.

Your welcome gift should be brand-specific and unique but doesn’t need to be expensive. For instance, companies like Postable or Punkpost can mail personalized cards on your behalf at a low cost.

Onboarding call

If your group coaching program has a set start and end date, a group onboarding call can be a great addition to your client onboarding process.

It gives your clients a chance to connect personally with you and with their group cohorts.

Client questionnaire

For membership programs or large group coaching programs, adding a client questionnaire to your onboarding process will help you deliver a client-centric experience throughout the client journey.

Your questionnaire should ask questions that are relevant to the transformation you are promising to deliver. For a business coach this might include questions about your client’s business, ideal customer, and overall goals. For a life coach your questions may be focused on their current challenges.

This information can be attached to the customer record for you and your team to refer to in every client interaction, allowing you to better personalize responses to questions and concerns.

Conclusion

The goal of the onboarding process is to welcome your new clients and help them feel supported and confident of their next steps. It should deliver the information they need to get started with your program.

When you go the extra mile to make your client feel supported, they start trusting you and are more likely to engage fully in your program.

Systems with Strategy is an all-in-one software platform combined with ongoing group coaching that helps you streamline your business while delivering a great client experience. Start your free trial here and learn more about how Systems with Strategy simplify your business processes.