CLIENT ON-BOARDING PROCESS

All businesses need to develop an on-boarding process for new clients. The best way to keep clients and to receive future referrals is to have a solid onboarding process. Remember, it cost 5 times more in time and money to attract a new client than to keep the one you already have.  A simple definition for on-boarding is the process you use to introduce new clients to your company.

While the designing of an on-boarding process may vary according to the product or service being offered, there are several basic steps that apply to all:

• Have a simple information gathering form.
  • Name
  • Contact information (land line and mobile) e-mail, address and preferred method of communications.
  • Service/product desired.
• Send a personalized “Thank You note”
• The next step is to deliver immediate value.
  • Many options are available in the section: a few include:
    • A personal call asking if there are any questions
    • A written outline of the next steps to meet the customer’s success metrics
    • Assigning a support person or number
  • The next step is to provide the product or service details.

At this point we are only looking at the initial steps to complete a successful onboarding. The message that has to be conveyed should stress:

• Trust
• Should be memorable (wow factor))
• Affirmation of having made a correct decision

The on-boarding process requires time and thought, but once developed, it should provide a consistent method of welcoming new clients. It also sets future expectations for the relationship that your customer will have with your company.

Take the necessary time to develop a unique and meaningful onboarding process. Include the resources needed, both time and money, to accomplish your goal.