Did you know that one of the main reasons why 90% of the startups fail is poor client onboarding strategy? When it comes to designing UX experience, being overly complacent is common mistake designers make in their presentation plans. Quality designs and services are now not enough to execute client deals and grow your business. You need to offer clients a delightful experience that starts with a thoughtful and well-strategized client onboarding process.
An excellent client onboarding plan is not just about closing the deal or making huge profits. It’s about genuinely enabling your client to work comfortably with you and your team.
“The brands that can connect with the client in a real way will win”-- Gary Vaynerchuk (Serial Entrepreneur and CEO VaynerMedia)
Yes, You Do Need A Client Onboarding Strategy
If you understand the vitality of a good client onboarding plan, you cannot ignore devising one. No business can stake their time, money, and efforts by driving away from the client simply because of poor collaboration. You don’t have to worry about this if you’ve got your hands on a carefully formulated client onboarding plan.
While planning client onboarding, remember that the first impression is the last impression. Leaving the client feel heard and happy will not only boost your success chance but will also depict how systematic your working model is. With this said, here are a few tried and tested client onboarding tips to improve your client experience game.
Tips To Improve Onboarding of a client
#Tip 1- Adapt Your Clients’ Work Culture.
Acquainting yourself with your upcoming clients’ previous work experiences is extremely important before onboarding them. Every client has different work principles and expectations. To organize your journey with them, it is necessary you learn about their project management, branding, marketing, and other strategies. Do your research, study their previous projects and understand their work preferences. You can crack the deal with flying colors if you discover their weak spots and offer them remedial measures.
#Tip 2- Meet in-person.
Though the pandemic has normalized virtual meetings, you now have a chance to conduct satisfactory in-person client meetings after years of social distancing. Nothing beats the old-fashioned face-to-face interactions. It can save you from miscommunication and allow you to pitch your plan adequately to the client. As per a report by HubSpot, “85% of businesses say they build stronger, more meaningful business relationships during in-person business meetings and conferences.”
All you have to do is practice good socializing, body language, and quick-thinking skills to persuade clients to chip in with your ideas.
#Tip 3- Keep your inquiring instincts ON!
You may already know this, but to deliver an excellent client onboarding experience, you need to ask many questions. You cannot entirely learn about your clients’ expectations without asking them a lot of right questions. Ask them about their key business goals, the customer solutions they provide, how they set themselves apart from their competitors, their customer personas, etc. Learn their requirements and keep an assistive attitude as you identify and rectify the project developments. During the process, keep the essence of their core ideas intact.
#Tip 4- Set Realistic Goals
Set realistic and clear goals in front of your clients. Keep your deliverables transparent so that they do not expect too high or too low from your services. After you learn all about your client's needs, define your goals to stay on the same page with them. Prepare a concise roadmap and research the number of possible outcomes. This will help you show yourself as safe, reliable, and authentic to your clients.
#Tip 5- Always keep the spotlight on your client
Clients who start their project from scratch may give you ample liberty to plan and ideate project strategy. But, clients with specific expectations deserve the spotlight in your onboarding strategy.
Your role with such strong-headed clients is to facilitate their confidence in your skills and capabilities. Interestingly, for this, you have to keep their ideas and concepts as your top priority to meet their desired expectations. As far as the research and deliverables are concerned, you have to go the extra mile to make your highly involved clients stand out in the market.
#Tip 6- Make the ties strong for long-term association
Remember, every client that comes your way brings opportunities for more business in the future. This can only happen if you make them feel at home in your office and treat them like family.
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel” –Maya Angelou.
Staying true and transparent with the clients is another important aspect of healthy client relationships. Keep your clients updated on your progress, don’t lag on regular communication, strive to deliver more promising results earlier than expected, and, more importantly, be empathetic as well as supportive towards your client's goals. Even after the execution or completion of the project, ensure to take follow-up calls with them to check up on their progress.
Planning a thoughtful client onboarding process is key to an excellent client experience and successful prospective client acquisitions. During the process, remember to keep your team in sync while you plan your client onboarding strategy. If you crack the right client onboarding process, take a sigh of relief as half of your performance, and implementation worries are done away with.
The planning will not only save you from possible troubleshooting issues but also enhance your overall brand reputation in the market. So, get-set-go to cultivate happy long-term client relationships with a well-planned client onboarding.