BRX Pro Tip: 3 Steps for Easier Client Onboarding
Stone Payton: Welcome back to Business RadioX Pro Tips. Lee Kantor and Stone Payton here with you. Lee, what are you learning about bringing on new clients, getting them onboarded quickly, efficiently, productively?
Lee Kantor: Yeah. I mean, having a client onboarding system is so critical. It’s so hard to get clients, and it’s so important to keep them. And having a really efficient client onboarding system will help you do that. The first thing, I think, it’s important to do is create some sort of standardized welcome packet with key information and expectations. This is kind of like a map of what’s going to happen and where they’re going to go and what they can expect. So, people like to know where they’re going, and they like to know how they’re going to get there. And so, if you can make it easy for them to understand and be very clear on what’s going to happen, what they’re going to get, and manage those expectations, they’re going to be a lot happier.
And this allows you to also kind of sprinkle in surprise and delight moments throughout this in order to keep them engaged and keep them happy. I think it’s important to, early on, schedule some sort of a consultation to understand exactly what the needs and goals are. And this is where you kind of set and manage those expectations, get clarity, get buy-in, make sure everybody’s on the same page.
And then, during that conversation, you should be developing some sort of personalized action plan based on what you’ve learned. This way, the client helps you coauthor the solution that they’re going to get, and that will help them have better buy-in and a better chance of keeping them for a long, long time. So, it’s important to kind of manage the expectations, get clarity, because a lot of times people buy something, and they don’t know exactly what they bought. They really are buying kind of an outcome, but they don’t understand kind of how it’s all going to work. So, the clearer you can be at the beginning, the better it’s going to be in the long run to keep your client happy and successful.
