It's not surprising that the mishandling of this critical opportunity to set a solid groundwork leads to a negative experience for the client, resulting in poor long-term retention and increased early churn.
Ideally, your onboarding process should focus on setting up the following elements:
- Transparent systems setup
- Simple and efficient automation
- Complete reporting and monitoring
- Providing value
If you nail these four components, you've nailed your new client onboarding.
This checklist is designed to transform your onboarding process from a grueling labor into a strategic enabler that will produce more satisfied clients, reduce churn, and form a strong foundation for a long-term (hopefully recurring) working relationship.
The process should be a tool to instill confidence in your new clients, as well as a management device to streamline the first, most important steps in a new client engagement.
Let's get started with the checklist!