It’s done. All those meetings, walkthroughs, emails, and last-minute changes have led to this sweet, sweet moment: you have landed a client. They’ve inked the deal with you.
Celebrations, definitely. Landing clients is a big bridge to cross in business, after all. But what after that?
Onboarding is also the phase where you can prove to your client that they have made the right choice. The post-sale excitement needs to be carried forward to this part of the client journey. It’s all about creating and sustaining their interest in your offering.
In the single-minded focus on nailing your client onboarding, it’s easy to slip up on the little but important things. This is especially true if you have multiple team members working on client onboarding—consistency in execution can get compromised.
So how do you make sure you have everything in order, and every client onboarding plays out as desired? You document your client onboarding process. And a significant portion of this documentation is an exhaustive onboarding checklist.
A client onboarding checklist is an excellent tool if you hope to bring consistency into your onboarding process and want to get our new team members up and running sooner. We’ve put together one you can use as-is or as a base to build your checklist on. We’ve organized the checklist under two broad categories based on the nature of the activities involved: administration and project execution activities.
The first step towards making the transition from sales-to-service seamless is to make the client feel welcome. With a good onboarding process, the client won’t feel like there has been an internal handover at your end at all. There are two parts to welcoming a client. Add them as action items to your checklist:
While you and your team may be raring to go, you need to get your legal and financial documents and records in order before kicking off your onboarding:
The secret to setting yourself up for success when it comes to onboarding your clients is to get on the same page with them. Here is a list of items you need to check off to that end:
The best way to keep a client hooked and reassure them that they’re in good hands is to demonstrate value or ROI during the onboarding phase. Here are two items you need to add to your checklist that serve as guardrails in your onboarding project:
An important aspect of any project is solid and clear communication. Client onboarding is no different. Ensuring you and the client have agreed on cadences and communication channels will make the entire process friction-free.
The key to providing a consistent client onboarding experience is not reinventing the wheel each time. Outline your methodology to your team, and equip them with items in the checklist to help them adhere to the process. Here are some items to consider for this section of the checklist:
Documentation is your best friend when it comes to project tracking and staying on top of things.
Once you’ve completed an onboarding project, it helps to go back to this checklist and review it. Talk to the team, figure out what worked and what didn’t, what can be improved, and tweak the checklist based on the conversations.