— April 11, 2018
Part of making sure you get paid is retaining current clients. After all, it’s easier (and cheaper) to retain clients than it is to find a new one. While the overall experience of your service will help retain people, you can start with your client onboarding.
What is client onboarding?
Client onboarding is when you bring on a new client into your business. It’s the same concept as employee onboarding, just with the people who pay you.
This is the process by which you help clients through the initial stages of working with you. For example, I onboard new students into my group coaching program for business owners. As soon as a payment is made, they receive an email with their next steps.
When it comes to client onboarding, you can decide whether or not to make it automatic. I personally do a mix of both. Here are some things you can include in your client onboarding process.
#1 A welcome email that is sent automatically upon payment
When a new client makes a payment via my payment system, they immediately receive a welcome email. This welcome email has very specific things to help them with their next steps.
- A personal message from me
- How to access a Facebook group for support
- Where to email if they have any specific questions
- How to access all the video content for the group coaching program
In other words, this email answers the main questions they have after making payment. Namely, how do I access everything?
#2 A welcome video
In addition to a welcome email, my client onboarding process includes a video. This video is found in the Facebook support group and in the member’s area for my group program.
This video basically says the same thing the welcome email does, but with some minor differences. The video covers the Facebook group and the member’s area more in-depth and answers the following:
- Where to post questions
- How to use the Facebook group
- What they will find in the files section
- How to access live group coaching sessions
#3 A Facebook support group
I include a Facebook support group as a part of my group coaching experience. It also plays a very important role in my client onboarding process.
The pinned post shows students how to access content and where to reach out for customer service. In addition, it tells them how to contact me for private coaching should they feel they need it.
The Facebook group also serves as my hub for making announcements that matter to students. This includes homework reminders and the schedule for live calls.
What’s even better is older students naturally help me onboard new students. They often times end up providing feedback and support for new students as they go through the program. This takes some of the pressure off of me while also providing a great community experience.
Your client’s experience working with you will determine whether or not they continue to do so. The first step in that experience is the client onboarding process. Use these tips to help you improve your process and retain clients.