How to Improve Your Client Onboarding Experience (for Service-Based Providers)
If you're tired of feeling overwhelmed and want to leave a lasting impression on your clients from day one, keep reading.
We're about to transform your onboarding game with some practical, no-BS strategies!
Why Client Onboarding Matters
First things first, your onboarding process sets the tone for your entire relationship with your clients. It's your chance to show them what you're made of, build trust, and establish clear communication + BOUNDARIES. A smooth onboarding experience can turn a one-time client into a loyal advocate for your business.
So, if you're ready to step up your game, let's dive into the nitty-gritty!
Step 1: Set Clear Expectations
Be Transparent
Your clients need to know what to expect from the get-go. Communicate upfront about your process, timelines, and deliverables in a way that feels understandable and straight to the point. This transparency builds trust and helps prevent misunderstandings down the line. For example, if you're a wellness coach, let your clients know how many sessions they’ll have, when they’ll have them, what each session will cover, and any materials they need to prepare.
Use a Welcome Packet
No more plain welcome emails or a quick Google Doc 👀 A welcome packet is your go-to handy PDF for setting clear expectations. It should include all the essential information your clients need to know, such as your working hours, communication channels, workflows, client homework (if any), payment/refund/rescheduling policies, and frequently asked questions. My Onboard Clients with Ease Bundle includes customizable welcome packet templates (+more) that you can tailor to your brand. It’s a game-changer for making a warm first impression.
Step 2: Streamline Your Process
Automate Where You Can
Let me tell you, automation is your best friend when it comes to client onboarding!!! Use tools like HoneyBook to automate repetitive tasks like your emails, questionnaires, contracts, etc. This not only saves you time but also ensures consistency in your process. This will literally open up so much space in your life + business because you have your automation set-up in the backend.
Standardize Your Workflow
Create a standardized workflow for onboarding new clients. This should include steps like sending a welcome email, scheduling an initial consultation, and providing any necessary forms or questionnaires. By having a clear workflow, you can ensure that no steps are missed, and your clients receive a consistent experience. Breathe deeply into this workflow and find what feels the most doable. Trust me, your workflow may change 6-months later so be open to adapting and revising this process!
Step 3: Personalize the Experience
Get to Know Your Clients
Take the time to get to know your clients on a personal level. This means understanding their goals, challenges, and preferences. You can do this through the juiciest comprehensive questionnaire or your discovery calls! For example, if you're a business coach, find out what their biggest pain points are and address those in your sessions.
Add Personal Touches
Little personal touches can go a long way in making your clients feel valued. Send a handwritten thank-you note, remember their birthdays, or follow up with a personalized recap email after each session. These small gestures show that you care and help build a stronger connection. When I owned my Social Media & Content Agency, at the end of my client retainers I would send them a goodie basket of their favorite things or send flowers- this can be a bit extra but extra is my 2nd middle name lol!
Step 4: Provide Valuable Resources
Share Educational Materials
Look you can’t go wrong with providing more valuable resources to your clients! This could be anything from e-books and guides to video trainings and workshops. The key is to offer materials that will help them succeed in their journey with you.
Create a Client Portal
A client portal is a centralized hub where your clients can access all the information and resources they need. This could include session notes, progress trackers, and downloadable materials. By having everything in one place, you make it easier for your clients to stay organized and engaged! In my opinion Asana is the easiest to set-up for client portals or if you’re more skilled in Notion that’s a wonderful alternative as well!
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Step 5: Maintain Open Communication
Be Responsive
Timely communication is crucial in building trust and maintaining a positive relationship with your clients. Make sure you’re accessible and responsive to their questions and concerns within your business hours. That’s a non-negotiable. You’re not a 24/7 machine. You need your rest too. You can express these boundaries within your contract and onboarding packet! I once had a problematic red-flag client who would literally call me at 2am and text non-stop for the most random things! That’s when I stopped giving out my number to clients and utilized only Asana & Email for client communication. If you can’t respond immediately, let them know when they can expect a reply.
Schedule Regular Check-Ins
Regular check-ins are essential for keeping your clients on track and addressing any issues that may arise. Schedule weekly or bi-weekly check-ins to review progress, set new goals, and provide feedback. This keeps the lines of communication open and shows your clients that you’re committed to their success.
Step 6: Gather Feedback
Ask for Reviews
Feedback and social proof is a powerful tool for improving your services and building credibility. After completing the onboarding process, ask your clients for their honest feedback. What did they like? What could be improved? Use this information to refine your process and enhance the client experience. You can create a smooth 4-5 question feedback questionnaire within Honeybook and send the link to your clients!
Implement Changes
Don’t just collect feedback—act on it. Show your clients that you value their input by making the necessary changes to your process. This not only improves your services but also demonstrates your commitment to continuous improvement.
Why You Need the Onboard Clients with Ease Bundle
Look, I get it. Onboarding can be a hassle. But it doesn’t have to be. The Onboard Clients with Ease Bundle is designed to make your life easier and your client onboarding process smoother than ever. This bundle includes everything you need to confidently guide your clients through each stage of the onboarding journey. This bad boy has customizable templates to valuable resources, it’s your go-to solution for impressing your clients from day one.
GRAB THE BUNDLE HERE
Final Thoughts
Improving your client onboarding experience is all about being intentional, organized, and empathetic. By setting clear expectations, streamlining your process, personalizing the experience, providing valuable resources, maintaining open communication, gathering feedback, and using the right tools, you can create a seamless and memorable onboarding experience for your clients. And remember, the Onboard Clients with Ease Bundle is here to support you every step of the way. Let's make your onboarding process as smooth and impressive as possible.
With these strategies in your toolkit, you're well on your way to creating an onboarding experience that not only delights your clients but also sets the stage for long-term success.
With warm hugs and love,
Lauren
MEET THE BLOGGER
Heyyy there, I’m Lauren Crawford!
I’m an expert at creative entrepreneurship, the woo-woo grounded girly when it comes to the releasing heart-centered offerings and my obsession is teaching other creatives LIKE YOU how to make a living doing what they f*cking love (without sacrificing your authenticity).
