We all love to hear “yes!” But, let’s face it, there’s nothing worse than scrambling to set up a new client who has committed to start working with you.
Rather than struggling to remember each action you need to take with a new client, or repeatedly putting out fires when you do, take some time to set up a simple system to make sure every client is easily set up the right way from the outset.
Here are five simple steps you can take today to start building your client onboarding system.
Identify the essential items to send as soon as you get a “yes”
At a minimum, these will most likely include an invoice and a contract. However, you should ask yourself if it makes sense to send anything else with your contract and invoice.
- Once you have a list, open a Google doc, word doc, or whatever documentation system you prefer.
- Save the invoice links or details in the document.
- Save the contract links or location in the document.
- Note any other items to include in this initial email.
- Draft an email you will use to send these items and save it in your document (if you have the ability to create canned responses in your email do that instead!)
PRO TIP: Be sure to include next steps in this communication. This can be as simple as letting your new client know we’ll be in touch with the scheduling link within 24 hours of their payment and signing.
These details will help your new client feel secure in knowing what will happen after they hit submit.
Prepare for what happens after payment
Collect any materials, links, or details you want the client to receive immediately after payment. If possible, create an automated email to go out immediately upon payment. If not, simply documenting the details and drafting the email template will save you time.
Consider including whatever pre-work you would like to send before the first session as well as details on how to schedule their first call.
Are there any programs or courses they need to access? If so, ensure that you provide login details.
PRO TIP: If you have a welcome kit that details your policies regarding rescheduling, turnaround times, communication methods, etc., this is the perfect time to send it.
Identify what reminders you need
Whether it’s automated or simply a calendar note, decide on what reminder to follow up you’ll need if you don’t see the first action completed within a few days.
For example, if your new client needs to submit pre-work and schedule their first call, decide how long you want to give them before you reach out with a reminder to complete these tasks.
This is also a good time to decide on any other reminders for items you need to complete while you work together. Think about things like:
- Gifts you like to send
- Additional materials to send
- Longer calls that are scheduled at specific intervals, Etc
Make a list of reminders in your system so you can easily set them for each new client.
Create your internal client setup
This will likely look different for everyone but consider what folders, softwares, documents, etc. you need to keep to successfully serve your client.
For instance, I share recordings of client calls, so I always create a Dropbox folder to upload to. I also tend to collect some digital collateral as I work with clients, so I create a desktop folder to save images, documents, and files to as needed.
Make note of these internal setup needs in your system with instructions as needed so your team can help out.
Decide where to file your signed contract
Once you get back the signed contract, it is important to save it to a central location that you will always have access to.
If you use an online signing software like Hello Sign or Sign Easy it can be tempting to just leave it there. But, if you unexpectedly lose access to the software you could lose any contract that’s housed there as well.
So, be safe and save your own copy! Decide now on a spot where you’ll save your signed contracts and again, make a note in your system where this is with appropriate links.
Taking some time to prepare with these five steps will save you tons of time and stress when you get a “yes.” What’s more? When you get a bunch of “yes”-es at once, you won’t worry about the details. Instead, you’ll have more time to celebrate and dive into serving your clients with ease.