{"id":8886,"date":"2016-11-10T08:48:39","date_gmt":"2016-11-10T08:48:39","guid":{"rendered":"https:\/\/www.process.st\/templates\/client-onboarding-6\/"},"modified":"2024-02-28T20:50:48","modified_gmt":"2024-02-28T20:50:48","slug":"client-onboarding-6","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/client-onboarding-6\/","title":{"rendered":"Client Onboarding"},"content":{"rendered":"<section id=\"update-status-in-crm\">\n<h2> Update status in CRM <\/h2>\n<div class=\"text-content\">\n<p>Change the lead status from &quot;potential&quot; to &quot;customer&quot; in Customer Relationship Management system. If you don't have a CRM, take a look at our list of <a href=\"https:\/\/www.process.st\/2014\/04\/the-best-crm-for-small-businesses-cloud-saas\/\" rel=\"nofollow noopener\" target=\"_blank\">CRMs we recommend for Small Businesses<\/a>.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"premeeting-email-send-below-items\">\n<h2> Pre-meeting email, send below items: <\/h2>\n<\/section>\n<section id=\"welcome-cover-letter\">\n<h2> Welcome cover letter <\/h2>\n<div class=\"text-content\">\n<p>Send a welcome email and a cover letter.&nbsp;Below is a sample you can work from:<\/p>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/iArsR2p-Hw4cB24BI99Jcg.jpg\" alt=\"Welcome cover letter\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/iArsR2p-Hw4cB24BI99Jcg.jpg\" \/> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>For a full break down on this cover letter, please see this article on&nbsp;<a href=\"http:\/\/sbinformation.about.com\/od\/bizlettersamples\/ss\/new-customer-welcome-letter.htm\" rel=\"nofollow noopener\" target=\"_blank\">About.com<\/a><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"welcome-package\">\n<h2> Welcome package <\/h2>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/oysGztPFfS__FvvW0idFtg.jpg\" alt=\"Welcome package\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/oysGztPFfS__FvvW0idFtg.jpg\" \/> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Send the client a welcome package (digital) or prepare welcome package for the initial kickoff meeting (hard copy).<\/p>\n<p>There is no &quot;one-size fits all&quot; for your welcome kit, as every business has different objectives and budgets. However, there are some common features to new client welcome kits, so use this checklist as a jumping off point.<\/p>\n<ul>\n<li>A letter of introduction, written on your company letterhead<\/li>\n<li>A welcome CD, DVD or a link to a welcome video<\/li>\n<li>Several business cards - One for your client, a few for their staff and\/or to pass out to others<\/li>\n<li>A brochure, flyer or leave-behind piece<\/li>\n<li>Basic business forms including your contract, confidentiality agreement, non-disclosure<\/li>\n<li>1-3 of your most popular articles<\/li>\n<li>Copies of articles that have been written about your business<\/li>\n<li>Testimonials, case studies<\/li>\n<li>Press releases<\/li>\n<li>Promotional items with your logo such as pens, sticky notes, calendars, magnets<\/li>\n<li>A client questionnaire or &quot;quick start&quot; form if you'd like to gain additional information about your client prior to starting.<\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p><strong>Introduction letter tips<\/strong><\/p>\n<p>Start by expressing appreciation for their business. Congratulate them on taking steps toward what they need. Provide a brief overview of your business and services and an outline of what is included in their welcome kit. This helps solidify to them that they made the right choice by hiring you. If they had any buyer\u2019s remorse after signing up with you, this will help calm that emotion.<\/p>\n<p>From there, consider highlighting anything in the kit you\u2019d like them to pay special attention to. For example, you may want them to understand your office hours, holiday closures, how to handle appointment rescheduling, common turn-around times, who to contact on your team for certain things, best times to reach you, VIP\/client-only ways to contact you and so forth.<\/p>\n<p>If you have a referral program, consider including information about it, as clients will likely want to refer others to you. If there is an incentive for them to do so, all the better.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"initial-meeting-agenda\">\n<h2> Initial meeting agenda <\/h2>\n<div class=\"text-content\">\n<p>This should simply outline the agenda of the initial meeting (steps below).<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"send-new-client-questionnaire\">\n<h2> Send new client questionnaire <\/h2>\n<div class=\"text-content\">\n<p>You should construct a survey and send it out to your clients. You can do this via email or using a tool like <a href=\"http:\/\/www.wufoo.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Wufoo<\/a> or <a href=\"https:\/\/www.surveymonkey.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Survey Monkey<\/a>.<\/p>\n<p>The questions you ask will depend on your company but below is an example for a marketing agency.<\/p>\n<p><strong>Example&nbsp;Questionnaire&nbsp;for a Marketing Agency:<\/strong><\/p>\n<ul>\n<li>What tools and platforms are you currently using in your marketing efforts?<\/li>\n<li>What are your goals? Is this leads, customers, or revenue?<\/li>\n<li>What is the lifetime value (LTV) of each customer? What is your LTV goal?<\/li>\n<li>Do you have customer personas? Who is your ideal client?<\/li>\n<li>How much does it cost you to acquire a customer?<\/li>\n<li>What ROI have you seen on your current marketing efforts? What are you&nbsp;currently investing in?<\/li>\n<li>What percentage of your customers is generated through online methods?<\/li>\n<li>What are the steps in your sales process? What are the common hesitations&nbsp;clients have?<\/li>\n<li>How do you currently find leads? Do you know what your cost per lead is? Do&nbsp;you know what your lead-to-conversion rate is?<\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"directions-to-office-and-a-map-with-parking-information\">\n<h2> Directions to office and a map with parking information <\/h2>\n<div class=\"text-content\">\n<p>Send them the full address with a link to <a href=\"http:\/\/maps.google.com\" rel=\"nofollow noopener\" target=\"_blank\">Google Maps<\/a> and any additional information they may need such as parking or public transport access.<\/p>\n<\/p><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/l6TD31omzSxHlU7t9QROng.jpg\" alt=\"Directions to office and a map with parking information\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/l6TD31omzSxHlU7t9QROng.jpg\" \/> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<\/section>\n<section id=\"contract-for-review-and-signing\">\n<h2> Contract for review and signing <\/h2>\n<div class=\"text-content\">\n<p>Attach the contact so they can read and review it before the meeting. This will help them sign the contract quickly when they come to the meeting and will allow them to prepare questions of anything they are unsure of.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"initial-kickoff-meeting\">\n<h2> Initial Kickoff Meeting: <\/h2>\n<\/section>\n<section id=\"alert-receptionist-to-expected-guests\">\n<h2> Alert receptionist to expected guest(s) <\/h2>\n<div class=\"text-content\">\n<p>Ideally this should happen automatically with your <a href=\"https:\/\/www.process.st\/2014\/05\/how-to-manage-small-business-calendars-in-the-cloud\/\" rel=\"nofollow noopener\" target=\"_blank\">calendar tool<\/a>, but if not, you should alert the receptionist that a new client is coming in for their Kickoff Meeting and that they should be extra nice.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"reception-area-and-meeting-room-cleaned-and-clientfriendly\">\n<h2> Reception area and meeting room cleaned and client-friendly <\/h2>\n<div class=\"text-content\">\n<p>This is a no-brianer and should be genral business practice.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"schedule-online-account-access-training-session\">\n<h2> Schedule on-line account access training session <\/h2>\n<div class=\"text-content\">\n<p>If your client has access to a portal or project tracking system, ensure they have proper access and are trained on how to login and look at the appropriate activity. You can either go over this in the kickoff meeting or schedule an additional training session online. Try using a webinar as an <a href=\"https:\/\/www.process.st\/2014\/02\/3-more-alternatives-to-email\/\" rel=\"nofollow noopener\" target=\"_blank\">alternative to email communication<\/a> to get this done <a href=\"https:\/\/www.process.st\/2014\/08\/virtual-team-software\/\" rel=\"nofollow noopener\" target=\"_blank\">remotely<\/a>.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"collect-signed-contract\">\n<h2> Collect signed contract <\/h2>\n<div class=\"text-content\">\n<p>Answer any questions and have the client submit the signed contact during the kickoff meeting.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"ask-for-referrals\">\n<h2> Ask for referrals <\/h2>\n<div class=\"text-content\">\n<p>The kick off meeting is a great place to get some new business leads, probably the second best place to the final successful project delivery meeting. Ideally, you should do both.&nbsp;<\/p>\n<p>Ask if they know anyone else you should talk who is facing similar issues or&nbsp;runs a similar type of business.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"immediate-postmeeting\">\n<h2> Immediate Post-Meeting: <\/h2>\n<\/section>\n<section id=\"agenda-finalized-with-input-from-client\">\n<h2> Agenda finalized with input from client <\/h2>\n<div class=\"text-content\">\n<p>Add notes to the agenda with the client's feedback and input. Add to CRM. Email to client if appropriate.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"send-handwritten-thankyou-notes\">\n<h2> Send handwritten thank-you note(s) <\/h2>\n<div class=\"text-content\">\n<p>This is a great touch that many companies have found success with.&nbsp;<\/p>\n<p><strong>See these posts if you don't believe me:<\/strong><\/p>\n<ul>\n<li><a href=\"http:\/\/www.forbes.com\/sites\/micahsolomon\/2014\/05\/11\/thanks\/\" rel=\"nofollow noopener\" target=\"_blank\">How 13,000 Handwritten Thank-You Notes Built A Thriving Business<\/a><\/li>\n<li><a href=\"http:\/\/www.realbusiness.com\/2014\/02\/big-ideas\/the-power-of-the-handwritten-note-when-to-dust-off-the-pen-and-paper\/\" rel=\"nofollow noopener\" target=\"_blank\">The Power of the Handwritten Note: When to Dust Off the Pen and Paper<\/a><\/li>\n<\/ul><\/div>\n<div class=\"image-content\">\n<figure>\n   <a href=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/hVbtsDrG5b39aLFFov1M9A.gif\" alt=\"Send handwritten thank-you note(s)\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.process.st\/templates\/wp-content\/uploads\/2024\/02\/hVbtsDrG5b39aLFFov1M9A.gif\" \/> <\/a><br \/>\n  <\/figure>\n<\/p><\/div>\n<\/section>\n<section id=\"writeup-meeting-notes-for-team\">\n<h2> Write-up meeting notes for team <\/h2>\n<div class=\"text-content\">\n<p>This is for internal notes and to-dos for the rest of the team. Include the agenda but put specific action points for team memebers to start working on. Also add this to the CRM as things tend to get lost in email.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"add-meeting-notes--contract-to-crm\">\n<h2> Add meeting notes &amp; contract to CRM <\/h2>\n<div class=\"text-content\">\n<p>Don't forget to add everything to your CRM!<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"household-accounts-and-link-to-other-relationships\">\n<h2> Household accounts, and link to other relationships <\/h2>\n<div class=\"text-content\">\n<p>Also in your CRM, link interactions with this client to any other clients in your CRM. Note down previous roles\/companies this client has worked at and see if you can use this to generate some additional business now or in the future.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"one-week-later\">\n<h2> One Week Later: <\/h2>\n<\/section>\n<section id=\"first-touch-base-call\">\n<h2> First touch base call <\/h2>\n<div class=\"text-content\">\n<p>\u201cHow\u2019s it going?\u201d call to touch base, and report on the progress of account consolidations.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"followup-email-to-client-regarding-information-requested-at-initial-meeting\">\n<h2> Follow-up email to client regarding information requested at initial meeting <\/h2>\n<div class=\"text-content\">\n<p>If you have not received the requested information from the client after 1 week, make sure to send a follow up email chasing them down for the information.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"four-weeks-later\">\n<h2> Four Weeks Later: <\/h2>\n<\/section>\n<section id=\"send-client-onboarding-survey\">\n<h2> Send client onboarding survey <\/h2>\n<div class=\"text-content\">\n<p>Send a follow up survey to see how your client's first month has gone. You can use the same tools but make sure you ask questions related to how their first month was and how you could improve your service to them.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"review-account-statements\">\n<h2> Review account statements <\/h2>\n<div class=\"text-content\">\n<p>Go over the client's account;&nbsp;make sure that their project is on schedule and that all money has been collected.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"send-first-month-project-update-and-status\">\n<h2> Send first month project update and status <\/h2>\n<div class=\"text-content\">\n<p>Ask the client via email if it's convenient to send over the project status update. Once you get client approval, send over the details.&nbsp;<\/p>\n<p>For added security, use a <a href=\"https:\/\/www.dropbox.com\/\" rel=\"nofollow noopener\" target=\"_blank\">Dropbox<\/a> link that you can delete afterwards.&nbsp;<\/p>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Update status in CRM Change the lead status from &quot;potential&quot; to &quot;customer&quot; in Customer Relationship Management system. If you don't have a CRM, take a look at our list of CRMs we recommend for Small Businesses. 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