Last week, I had a conversation with a solo professional about how to run their business more efficiently. That’s a common topic, since we all look for more time in our already busy days.
This person has been in business for a few years, so they aren’t new to having their own business. Even so, I was surprised to learn that they did not have a new client onboarding process in place.
Don’t get me wrong – they have contracts in place, get paid regularly, and are running a successful business. Still, they had no “official” approach to new clients – no formalized series of actions or information given when work begins.
As you’ve probably guessed, I feel that’s a big, missed opportunity. “Onboarding,” as it’s called, sets the tone with new clients, some of whom will be around (hopefully) for years to come.
Here is a peek at how I onboard my new clients:
1. Send A Welcome Email
Mine is filled with information about when I’m at my desk, how to get in touch with me, how to get on my calendar for meetings, and more. It serves as a warm welcome, letting my new client know how much I’m looking forward to working with them. I send the email immediately – demonstrating that I’m ready to go.
2. Add Them to My Contact Management System
I add their name, physical address, and email address to my contact management system. I also tag them as a client in that system. That way, when I want to send an email to all of my clients, I can do so with just a few clicks of the mouse.
3. Insert Them into My Key Processes
I create a Dropbox folder; I add them to Toggl (my time tracking software); I create a project in Asana (for tracking my work with them); I add them to my revenue-tracking spreadsheet.
4. Connect with Them
I send an invitation to connect on LinkedIn; I add them to my newsletter subscription list; I send a welcome gift to their office. If we were introduced by a mutual friend/client/colleague (as is nearly always the case) I also make sure to send a referral gift right away to that person.
Four simple steps. Are these the four steps that everyone should follow? No, those are the right ones for me, my clients, and my business. Yours will undoubtedly be different.
But whatever you decide to do, you need to write the steps down and make them a standard, repeatable part of your work. If you don’t already have a system in place, check out my post Asana – Task Management Software for Your Business. It will save you time, improve communications and, if my experience is any indication, delight your clients!