Onboarding a client is like all first experiences. You might feel nervous, set specific expectations, worry about whether you’ll create a good first impression, and so on. There are two ways in which you can start with the right foot and make yourself at ease before that meeting comes knocking at your door.
- Make a scheme of the topics you want to touch base on. That way, nothing will slip off, and doing so will make you more confident.
- Breathe! Might sound cliché, but it’s essential to do it, especially when you feel that anxiety is building up your body.
After you have done both, you’ll feel more in control of the situation, and things will run smoother. Now, let’s go through what you should do during the onboarding process in order to fulfill your expectations and your client’s.
Best Onboarding Practices
Another set of mind that will help you settle comfortably during the meeting is thinking that the protagonist is your client, and then you. Why is this? Because your client is the one that needs to be informed.
You, better than anybody else, know what your agency offers, its values, strengths, what makes it stand out from your competition, and so on. Therefore, you can feel confident enough to drive your meeting successfully.
If you take the following steps into account, you’ll be welcoming a new client to your agency even before you shake hands at the end of the meeting.
- Set The Mood
Strong partnerships are built with a solid foundation. What does that mean? Well, a strong bond with a client is created when you let him or her get settled. You should start talking about a non-business-like topic, such as how their day was, if they heard about a significant event going worldwide or your city, etc. In fewer words, get a little personal to build a meaningful relationship.
- Be Client-Oriented
Customize your meeting with that special client. Don’t become a robot delivering the same sales pitch to all your potential clients. Discover his or her specific goals and needs and suggest a plan tailored for his or her business. Personalizing your services will make your client feel taken care of and in good hands.
- Go Over Roles And Responsibilities
Once you have an idea of what actions you’ll take to address your client’s needs, touch base on roles and responsibilities. It’s highly essential to let them know what steps will be taken, what areas of your agency will manage their business, and what results to expect in the projected time frame. You can talk about both parties’ expectations, so you’re both in tune and know what you’ll be working on.
- Establish Continuous Communication
Don’t let the strong bond you built with your client during the meeting fall through. You must agree on how often you’ll both communicate to review everything that has been accomplished or what mishaps you’ve had while working on their strategy. Your clients will appreciate your honesty and constant communication. Ask him or her if he or she prefers a weekly, biweekly, or monthly check-in.
- Follow Up
Throughout the meeting, make sure to take notes, not only for your sake but also for your client. This will help ensure you’re both on the same page and are working towards the same goals. This will also help provide some feedback for your client’s expectations, and he or she will know what to expect from the strategy that will be built for him or her. After the meeting, share your notes with the team in charge of the project, so they know what road to take.
Welcome Your New Client
If you follow the steps mentioned above, you’ll set yourself up for success. Feel confident and know you got this. Taking your time to properly onboard a new client will make a big difference. Trust and communication are everything, so make your onboarding meeting accountable for that.