Your onboarding system is your client’s first real experience with your business and how you work. You want to WOW them.
What’s a client onboarding system you may be asking?
It’s what happens the moment AFTER a client says YES they want to work with you. It includes things like how you take their payment, if you have an agreement that needs to be signed, do you send a welcome note, at what point do you discuss expectations and boundaries…all of it!
It starts with logistics but isn’t just about the logistics. It can also make or break your client’s experience with you.
Your system can be as simple as taking payment and nothing else (not recommended) or more involved with things like client agreements and questionnaires.
The bigger your business, the more important it is to have an onboarding system documented. However, even if this is your very first client, having a system NOW will save you a ton of headaches down the road.
Here are a few key areas of an onboarding system.
Taking Information and Payment
It’s always best to take a client’s information while you are on the enrollment call. This avoids giving them time to have buyer’s remorse and change their mind. It also gets them excited to start working with you right away. If you have a way to take payment digitally, do that with the client immediately while on the phone or video.
The Client Agreement
A client agreement is not 100% necessary, but it is a good idea. It can be as simple as one page or more formal if it’s a corporate client.
The Client Welcome
The client welcome is critical, and you should have a process for it. It can include a copy of your coaching agreement, a personal welcome from you, the date and time of your first coaching call with the call-in information, and a description of what happens next and/or logistics that the client needs to know (e.g. what happens if they need to reschedule a call, how to contact you, when you are available, etc.).
Have a consistent onboarding system for all your clients.
Remember, whatever you do, show you CARE and that you are excited to work with them while protecting your interests too.
You can learn more about how provide a powerful client experience in all areas, including their initial onboarding, by joining The Canadian Coach.
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